The norms set by SAIL for the discharge of its functions
4.1 The norms set in CET for preparation and delivery of technical documents and providing service to customers are as follows
|Items||Norms (Targets to be achieved)|
|Customer complaints||Within 2% of the total reports submitted in six months period.|
|Customer Satisfaction Index (CSI)||Average CSI should not be less than 4. However, ratings for individual parameters should not be less than 3.|
|Interim reply to customer’s queries / letters.||Within 6 working days from the date of receipt of customer communication by the concerned section, who sends reply.|
|Interim reply regarding acceptance / non-acceptance of assignments.||Within 6 working days from the date of receipt of customer communication in projects section by I/c Projects.|
|Communication regarding details of final acceptance / non-acceptance of assignment.||Within one month from the date of receipt of customer communication in projects section by I/c Projects.|
|Verification of design sheets, summary sheets, design calculation, drawings, specifications||100%|
|Vetting and design review of reports||100%|
4.2 Guiding principles of CET working:
Following guiding principles are followed for working of CET:
- For Technical Matters: Guidelines/Procedure described in Quality Manual of CET.
- For Personnel Matters: Personnel Manual issued by SAIL Corporate Office
- For Contract Commercial Matters: Guidelines described in Purchase/Contract Procedure of SAIL.
- For Financial Matters: Guidelines given in Accounts Manuals of SAIL