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2012-14MIS Project on

New Customer Registration

Submitted ByKhalid Mahmood (2012-054)

ShahzadHameed (2012-057)

Muhammad Saleh (2012-063

Usman Hassan (2012-073)

Muhammad Naeem (2012-07

AsifIqbal (2009-015)

SUBMITTED TO

Prof. ZeshanAhmer

Institute of Business Administration

University of the Punjab


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TABLE OF CONTENT

COMPANY PROFILE..................................................................................................................... 3

PROBLEM DEFINITION................................................................................................................ 4

STUDY OF EXISTING SYSTEM .............................................................................................................. 4

REQUIREMENT ANALYSIS ................................................................................................................... 5

DATA GATHERING .............................................................................................................................. 5

SYSTEM PROCESS DOCUMENT SP-SAL-01 ................................................................................................ 5

New Customer Registration - Domestic ................................................................................................ 5

1. Overview ........................................................................................................................................... 5

1.1 Business Process Description ...................................................................................................... 5

2. Process Activities ............................................................................................................................... 6

2.1 Activity Summary ........................................................................................................................ 6

2.2 Activity Narrative ........................................................................................................................ 7

2.2.1 Receive application form ..................................................................................................... 7

2.2.2 Issue Acknowledgement Letter............................................................................................ 7

2.2.3 Select customers for survey ................................................................................................. 8

2.2.4 Technical Vetting (If Applicable) .......................................................................................... 8

2.2.5 Note details if application is Non-Feasible........................................................................... 8

2.2.6 Proposal Letter/ Demand Note is issued ............................................................................. 8

2.2.7 Bill is issued to the customer ............................................................................................... 8

2.2.8 Customer pays and produces the proof of payment ........................................................... 8

2.2.9 Field Activities raised for Distribution .................................................................................. 8

2.2.10 Ditching is done by Contractor .......................................................................................... 9

2.2.11 Service Lines are laid by Welding Team ............................................................................. 9

2.2.12 Meter is installed at customer site .................................................................................... 9

2.2.13 Gas SA is activated ............................................................................................................. 9

2.2.14 ToDo for Service Point without Meter Read Cycle ............................................................ 9

2.2.15 First gas bill is generated.................................................................................................... 9

3. APPENDICES .................................................................................................................................. 9

4. Document Information and Revision History ............................................................................. 10


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PROBLEM IN EXISTING SYSTEM ........................................................................................................ 10

PROPOSAL FOR THE NEW/IMPROVED SYSTEM ................................................................................. 10

SUGGESTION FOR THE PROBLEM IN EXISTING SYSTEM ...................................................................... 10

ORGANIZATIONAL CHART ................................................................................................................ 11

LIST OF ENTITIES OF THE SYSTEM: .................................................................................................... 12

External Entities: ..................................................................................................................................... 12

Internal Entities: ...................................................................................................................................... 12

LIST OF PROCESSES IN THE SYSTEM .................................................................................................. 13

DATA FLOW DIAGRAMS ................................................................................................................... 13

Context Level Diagram ............................................................................................................................ 14

Zero Level Diagram ................................................................................................................................. 15

Level One Diagram .................................................................................................................................. 16

Entity Relationship Diagram ................................................................................................................... 17

ACTIVITY PLANNING AND CONTROL ................................................................................................. 18

OVERLOADING OF WORKER ............................................................................................................. 20

GANTT CHART .................................................................................................................................. 21

PERT DIAGRAM ................................................................................................................................ 22


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COMPANY PROFILE

Sui Northern Gas Pipelines Limited (SNGPL) was incorporated as a private limited Company in

1963 and converted into a public limited company in January 1964 under the Companies Act1913, now Companies Ordinance 1984, and is listed on all the three Stock Exchanges of the

Country.

The Company took over the existing Sui-Multan System (217 miles of 16 inch and 80 miles of10 inch diameter pipelines) from Pakistan industrial Development Corporation (PIDC) and

Dhulian-Rawalpindi-Wah system (82 miles of 6 inch diameter pipeline) from Attock Oil

Company Limited. The Company's commercial operations commenced by selling an average of47 MMCFD gas in two regions viz. Multan and Rawalpindi, serving a total number of 67

consumers.

Sui Northern Gas Pipelines Limited (SNGPL) is the largest integrated gas company serving morethan 4.2 million consumers in North Central Pakistan through an extensive network in Punjab,

Khyber PakhtoonKhwa and Azad Jammu & Kashmir and is certified against ISO 14001:2004& OHSAS 18001:2007 Standards. SNGPLs 11 sites have been registered under the

"SMART2" Program by Pakistan Environmental Protection Agency (PAK-EPA).. The

Company has over 49 years of experience in operation and maintenance of high-pressure gas

transmission and distribution systems. It has also expanded its activities as Engineering,Procurement and Construction (EPC) Contractor to undertake the planning, designing and

construction of pipelines, both for itself and other organizations.

SNGPL transmission system extends from Sui in Baluchistan to Peshawar in KhyberPakhtoonKhwa (KPK) comprising over 7,654 KM of Transmission System (Main lines & Loop

lines). The distribution activities covering 2,494 main towns along with adjoining villages in

Punjab & Khyber PakhtoonKhwa are organized through 13 regional offices. Distribution systemconsists of 87,796 KM of pipeline. SNGPL has 4,174,342 consumers comprising Commercial,

Domestic, General Industry, Fertilizer, and Power & Cement Sectors. Annual gas sales to these

consumers were 597,056 MMCF worth Rs. 216,652 million during Jul 2011 - Jun 2012.


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PROBLEM DEFINITION

The SNGPL is operating its activities in two provinces (Punjab and KPK) in Pakistan. There are

12 main regions from where all the activities are being monitored. Each Region containing

multiple Sub Offices and activities performed under these Sub Offices are being controlled. Forthe MIS purpose, we are taking a small part i.e. from the New Customer Registration to the

Installation of Meter only.

The new customer registration process is initiated with the submission of gas connectionapplication by the customer at Sales department along with necessary documents and ends with

the installation of meter at customer site by Distribution department. After receiving the

application, usually the customer is informed of a tentative period when the survey will be

performed. When the turn of customer comes according to first come first serve basis, survey ofthe site is conducted to determine if the connection is feasible or not. In case the connection is

not feasible a regret letter is sent to the customer. The sketch of service lines is made along with

details of lines that are required to determine cost of service line. Proposal Letter/ Demand Noteis generated. After the customer acknowledges the letter, payment is made after which request tolay service lines and install meter is sent to Distribution department. After meter installation and

commissioning of gas, Billing is notified to create the Book No. and Route for the customer to be

billed.

The management of SNGPL is required to get the MIS to monitor/control the progress of these

activities so that the company would perform its operations as per Oil and Gas Regulatory

Authority (OGRA)s rules and regulations i.e. to maintain the progress defined by the OGRA

with respect to Meter Installation.

STUDY OF EXISTING SYSTEM

The existing system is partially manually and partially computerized. The company has

purchased a Billing System from ORACLE which is designed for the billing purposes only. This

system captures all the required data but its architecture does not support the proper MIS.

However some reports are being generated for this purpose using the schema of Billing System.

As the architecture does not support MIS and the reports developed are not efficient enough to

produce the results, however these reports meet the requirements.

To improve the MIS of the company we have to develop a separate schema so that the

management of the company could get reports efficiently and accurately. For this we have

studied the existing reports generated from the Billing System.


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REQUIREMENT ANALYSIS

Due to the shortage of Gas, there is a huge backlog of gas connection application. To maintain

the queue on first come first serve basis, there is a requirement to develop a Management

Information System.

The main requirement is to determine the turn of the issuance of the demand note and to

determine the turn for the installation of meter on merit basis. Also the efficiency as well as

accuracy should be considered.

Currently the company is getting the information from the Billing System to whom the architect

is not supporting MIS, due to which such reports are taking too much time to execute. It took 2

days to complete. Also these reports are using the resources of the system which resulting slow

other billing and daily processes.

DATA GATHERINGData gathering activity is done based on the process document available in the company. Theextract of the document is given below:

SYSTEM PROCESS DOCUMENT SP-SAL-01

New Customer Registration - Domestic

1. Overview

1.1 Business Process Description

The new customer registration process is initiated with submission of gas connection application

by the customer at Sales department along with necessary documents and ends with theinstallation of meter at customer site by Distribution department. After receiving the application,

usually the customer is informed of a tentative period when the survey will be performed. When

the turn of customer comes according to first come first serve basis, survey of the site isconducted to determine if the connection is feasible or not. In case the connection is not feasible

a regret letter is sent to the customer. The sketch of service lines is made along with details of

lines that are required to determine cost of service line. Proposal Letter/ Demand Note is

generated. After the customer acknowledges the letter, payment is made after which request tolay service lines and install meter is sent to Distribution department. After meter installation and

commissioning of gas, Billing is notified to create the Book No. and Route for the customer to be

billed. The same procedure is followed if a customer requests for additional meter with the onlydifference that the Person, Account and Premise already exist. Also the waiting time is not as

much as it for new customers. Similarly the process for Address change is same as new customer

registration process. Process Owner: Regional Sales Department:


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2. Process Activities

2.1 Activity SummaryProcess

Activity

Description Responsible

1.

Receive application

form

Customer submits the application form along with the

required documents at Sales Department/ Customer Service

Centers.

CSR/Sales

rep.

2.

Issue

Acknowledgement

Letter

Sales rep creates a customer contact and issue the

Acknowledgement letter to the customer.

Regional

Sales

3.

Select customers for

survey

Using Report, cases where the turn has reached are selected

and field activity for survey is generated.

Regional

Sales

4.

Technical Vetting (If

Applicable)

Distribution dept. technically vets the application after sales

visit.

Distribution

Dept.

5.

Note details if

application is Non-

Feasible/offline

After survey, if application cannot be further processed due

to non-feasibility, its details are recorded and through

customer contact, regret/Intimation letter is sent to

customer.

Regional

Sales

6.

Proposal Letter/

Demand Note is

issued.

A Proposal Letter/ Demand Note is issued to the customer.

Apreprinted House Line Contractors List

is enclosed

along with the Proposal Letter / Demand Note. Service line

and security deposit charges would be assessed, outside

CC&B, by the contractor.

Regional

Sales

7.

Bill is issued to

customer

When customer comes back acknowledging the proposal

letter, a bill is issued so that he can pay the service line

charges and deposit amount. Document Vetting is

performed outside of CC&B.

Regional

Sales

8.

Customer pays the

amount, raised in

Bill.

The customer makes payment at any bank / post office or

any other payment center. Customer presents the proof of

payment at the SNGPL. CMC would not be maintained,

after CC&B. Rather all the information of the customer and

premise will be maintained in the CC&B. Consumer

number and account number would be maintained by the

CC&B, in order to keep the track of the consumer.

Customer

9.

Field Activities raised

for Distribution

After receiving proof of payment, Gas SA is created in

CC&B that creates a field activity for Distribution.

Regional

Sales

10.

Ditching is done by

Contractor

After the Field Activity is generated for Distribution,

ditching is done by Contractor.

If Field Activity cancels, a ToDo would be generated

intimating about the further actions to be taken.

Third Party

Contractor


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SP-SAL-01 New Customer Registration v 1.3

11.

Service Lines are

laid

Service Lines are laid after ditching is completed by the

Contractors. If Field Activity cancels, a ToDo would be

generated intimating about the further actions to be taken

Welding Team

Development

Section

12.

Meter is installed

at customer site

Meter is installed after the service lines are laid and Field

Activity is completed. If Field Activity cancels, a ToDowould be generated intimating about the further actions to

be taken and Gas SA would not be activated.

Fitting Team

DevelopmentSection

13.

Gas SA is

activated

A batch job of CC&B activates the Gas SA after meter is

installed and FA is completed.

CC&B

14.

ToDo for Service

Point without

Meter Read Cycle

A ToDo is generated if the service point does not have

Meter Read Cycle and Book Route.

CC&B

15.

First Gas bill is

generated

After bill cycle on account is populated, the system will

generate the gas bill when that cycle is scheduled.

CC&B

2.2 Activity Narrative

2.2.1 Receive application form

Customer submits the application form along with the required documents at Sales Department/

Customer Service Centers. In CC&B, go to Order + and select the appropriate campaign. Detailsof name, phone, NIC, appropriate customer class and address are entered. Press the Save

Information button. This will create the Person, Account and Premise of the customer in

CC&B. CC&B would navigate to Case Management screen. Select the appropriate Case Type

and save. Note: Account No. is generated for the customer that should be used as the reference

for all future correspondence.

2.2.2 Issue Acknowledgement Letter

Select the existing case to create customer contact and print the Acknowledgement letter for thecustomer. Suggestion: Pre-printed stationary should be used to save time and resources.


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2.2.3 Select customers for survey

Using Report, cases where the turn has reached are selected according to First-Come-First-Serve

basis by the Sales Rep. In CC&B, search for the customer using Account ID. Using dashboard,go to Premise (if premise does not appear, go to Account and using the Mailing Premise ID on

Main Page, go to

SP-SAL-01 New Customer Registration v 1.3Premise). To create field activity for survey, go to Field Activity + using service point menu.

Select the appropriate FA Type and save. Go to the existing Case to update the status of theapplication.

2.2.4 Technical Vetting (If Applicable)

If technical vetting is required from the distribution dept. a field activity by sales dept. is created

for distribution. The distribution dept. completes the field activity and a ToDois created for

sales.

2.2.5 Note details if application is Non-FeasibleAfter survey, if application cannot be further processed due to non-feasibility, the details arerecorded on Case. A customer contact is created and regret/intimation letter is sent to the

customer.

2.2.6 Proposal Letter/ Demand Note is issued

A Proposal Letter/ Demand Note is issued to the customer. Preprinted House Line

Contractors Listis enclosed along with the Proposal Letter / Demand Note. Service line and

security deposit charges would be assessed, outside CC&B, by the contractor.

2.2.7 Bill is issued to the customer

When customer comes back acknowledging the proposal letter, a bill is issued so that he can pay

the service line charges and deposit amount. Document Vetting is performed outside ofCC&B.

2.2.8 Customer pays and produces the proof of payment

After making the payment at bank, customer comes back with the proof of payment so thatapplication can be further processed. Note: Refer to Payments.doc for Online Cashiering if PayOrders are accepted at Sales Department.

2.2.9 Field Activities raised for Distribution

After receiving proof of payment, Gas SA is created in CC&B that creates two field activities,

for Distributioni- Ditching and Service Line installation.

ii- Install Meter.


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2.2.10 Ditching is done by Contractor

The field Activity for service line installation will be created by the system. Ditching is the first

step of the FA. It is done by Contractor, outside of CC&B. Only Date of Completion andContractor Reference is updated on Field Activity steps for Service Installation after ditching is

complete.

2.2.11 Service Lines are laid by Welding Team

Service Lines are laid by the Welding Team of Development Section after ditching is complete.After the work is done, information is updated on the Field Activity for Service Installation and

FA is completed.

2.2.12 Meter is installed at customer site

This activity will always be generated. Meter is installed by the Fitting Team of DevelopmentSection after service lines are laid. This information is updated on the Field Activity for Meter

Installation and FA is completed.

2.2.13 Gas SA is activated

A batch job of CC&B activates the Gas SA after service installation and/or meter installationfield activities are completed.

2.2.14 ToDo for Service Point without Meter Read Cycle

A ToDo is generated by CC&B if the service point does not have Meter Read Cycle and Book

Route. Once this information is provided, the Bill Cycle on account is populated from the SPs

meter read cycle. ToDo for accounts without bill cycle is also generated.

2.2.15 First gas bill is generated

After bill cycle on account is populated, the system will generate the first gas bill when that cycle

is scheduled to be billed.

3. APPENDICES

Configuration: Identifier Type Phone Type Person Relationship Type Customer Class Service Point Type SA

Type

Algorithms: -

Reports: Report of mature applications where survey has to be performed

Interface: -

Batch Job: SAACT


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4. Document Information and Revision History

File Name SP-SAL-01 New Customer Registration

Original Author(s) Nadia Hasnain

Version Date Author(s) Revision Notes

V1.0 07-Oct-2008 Nadia Hasnain OriginalV1.1 04-Dec-2008 Nadia Hasnain Updated document with Case as part of designV 1.2 22-Dec-2008 AtifSaleem Updated document with Pipeline Extension ProcessV 1.3 29-Jan-2009 MobeenRiaz Updated document with reference to Domestic only.

PROBLEM IN EXISTING SYSTEM

The problem in existing system is only the efficiency of the reports for the management which

needs to be fixed in the proposed system.

PROPOSAL FOR THE NEW/IMPROVED SYSTEM1. Currently Sales system is the part of Billing System and the Billing Data is increasing

day-by-day. Separate the Sales system from the Billing System to increase the efficiency

on the part of Sales System.

2. We proposed that a separate database is to be developed which should be populated with

the data extracted from the Billing System on a daily basis. The data will be extracted

through the auto scheduled scripts. Because of the simple structure of the database the

reports will be executed efficiently.

SUGGESTION FOR THE PROBLEM IN EXISTING SYSTEM

As the Sales System is the built-in part of the billing system and it cannot be used

separately, so we cannot use the option 1.

The option 2 is the best that a separate database is to be developed and data should be

extracted and populated the new database for the selected records on daily basis. This

will probably be helpful to resolve the issue.


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ORGANIZATIONAL CHART


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LIST OF ENTITIES OF THE SYSTEM:

The entities of the system are categorized in two groups External Entities and Internal

Entities:

External Entities:

In the current system External Entities are used to show sources and recipient of data for

the operation of the business. We extracted the following External Entities from the context

level diagram. These are:

1. Customer

a. Customer will interact with the system for the submission of his Gas

Connection Application, Receiving Letters and Receiving Bills etc.

2. Collection Agency

a. The collection agency will interact with the system when it will provide data

of all the payment collected from the customers on behalf of the company and

will submit the data for further processing in the system.

3. Regulator/OGRA

a. The Regulator/OGRA will need some reports from the system based on the

customers and payment data.

4. Management

a. The management will require some MIS for the decision making.

Internal Entities:

The following entities will be used directly by the System.

1. Agency(This entity will be used to maintain the main collection agencies like, NADRA,

Post Offices and Banks)

2. CollectingAgent(This entity will be used to maintain the information of Collecting

Agent like if the Agency is BANK then collecting agent may be MCB, ABL, HBL etc.

3. Branch(This entity will contain the detail of the branch of the collecting agent).

4. Financials(This entity will contain the Financial Information like charging against any

bill or received any payment from the customer via Collecting Agent).

5. Bills(This entity will contain the Billing Information sent to the customer).

6.

Region(This entity will contain the information of all the regional offices).7. SubOffice (Any information related to sub-office will be maintained in using this entity).

8. DemandNote (This entity will be used to store the amount of demand note against the

size of plot)

9. CustAccount (This entity will maintain the customer information)

10.Staff (This entity will store the detail of staff who are responsible to complete the field

activities)


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11.Activity (This activity will store the data regarding activities to be performed for the

customer like Survey of the Demand Note, Installation of Service Line and Installation of

Meter)

12.ActivityStatus (This entity will store the descriptions of the status)

13.ActivityType(This entity will store the Type of Activity)

14.

ServicePoint (This entity will maintain the activities performed on the service point from

time to time)

15.Meters (This entity will be used to store the meter information to be installed on the

customers service point)

16.Reading (This entity will store the meter reading information)

LIST OF PROCESSES IN THE SYSTEM

Following are the processes in the system:

1.

New Customer Registrationa. Creation of Account

b. Perform Survey

c. Issuance of Proposal Letter

d. Acceptance of Document and Issuance of Demand Note

e. Verification of Payment

f. Service Line/Meter Installation

g. Activation of Customer

2. Meter Reading

3. Billing

4.

Collection

DATA FLOW DIAGRAMS

A data-flow diagram (DFD) is a graphical representation of the "flow" of data through an

information system. DFDs can also be used for the visualization of data processing (structured

design).

On a DFD, data items flow from an external data source or an internal data store to an

internal data store or an external data sink, via an internal process.


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Context Level Diagram

COLLECTION AGENCY CUSTOMER

REGULATOR/OGRA

MANAGEMENT

0

Customer Making Payment

Outstanding Balance Data Issuance of invoice

Transferring Payment info App./Doc Submission

SNGPL

(NEW CUSTOMER

REGISTRATION)

Reports

Reports

CONTEXT DIAGRAM


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Zero Level Diagram

COLLECTION AGENCY CUSTOMER

MANAGEMENT

1

Customer Making Payment

App./Doc Submission

SNGPL

(NEW CUSTOMER

REGISTRATION)

1.3

1.2

1.4

REGULATORY/OGRA

Reports

Reports

BILLING Clean Meter Reading Data

METER

READING

COLLECTION

INTERNAL

DEPARTMENTS

SUI NORTHERN GAS PIPELINES LIMITEDZERO LEVEL DIAGRAM


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Level One Diagram

CUSTOMER

DATABASE

1.1.1

SNGPL

(NEW CUSTOMER

REGISTRATION)

1.1.2

DATABASE

PERFORM

SURVEY

DATABASE

1.1.3

ISSUANCE

OF

PROPOSAL LETTER

1.1.4

ACCEPTANCE,

DOCUMENT

SUBMISSION AND

ISSUANCE OF

DEMAND NOTE

DATABASE

1.1.6

DATABASESERVICE

LINE/METER

INSTALLATION

DATABASE

1.1.7

ACTIVATION OFCUSTOMER

DATABASE

PAYMENT AT BANK BY

THE CUSTOMER

1.1.5

VERIFICATION AND

POSTING OF

PAYMENT

AGAINST

CUSTOMER

DATABASE

YES

Demand Note Bill

LEVEL-ONE DIAGRAM


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Entity Relationship Diagram

Staff

PK,I1 StaffId

StaffName

StaffDesignation

Activity

PK,I2 ActivityID

ActivityStepSeq

ActivityCreateDate

FK1,I3 ActivityStatusID

ActivityCompleteDate

ActivityDependSeq

FK2,I4,I1 AccountID

FK3,I6,I5 StaffID

ActivityTypeID

SubOffice

PK,I3 SubAreaID

FK1,I2,I1 RegionID

SubAreaDescription

DemandNote

PK,I1 PlotSizeID

PlotSizeDesc

DemandNote

Financials

PK,I5 FinancialI D

TransactionDate

Amount

ArrearsDate

FinancialType

FK1,FK2,I3,I2,I6 SiblingID

FK3,I4, I1 AccountID

ActivityStatus

PK,I1 StatusID

StatusDesc

Agency

PK,I1 AgencyID

AgencyDescription

Bills

PK,I2 BillID

GenerateDate

IssueDate

DueDate

I1 AccountID

Meters

PK,I1 MeterID

BadgeNumber

Reading

PK,I3 ReadID

FK1,I2,I1 MeterID

ReadDate

Reading

Branch

PK,I3 BranchID

FK1,I2,I1 AgentID

BranchAddress

Region

PK,I1 RegionID

RegionName

CollectingAgent

PK,I3 AgentID

FK1,I2,I1 AgencyID

AgentName

ServicePoint

PK,I7 ServicePointID

FK1,I3,I1 AccountID

FK2,I5,I4 MeterID

InstallDate

I2 Instal lRead ID

RemovalDate

I6 Remova lRe ad ID

CustAccount

PK,I1 AccountID

CustName

CustAddress

CustCNIC

CustPhone

AccountSetupDate

FK1,I2 PlotSize

FK2,I3 SubOffice

ActivityType

PK ActivityTypeID

ActivityTypeName

FK1 ActivityID


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ACTIVITY PLANNING AND CONTROL


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OVERLOADING OF WORKER


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GANTT CHART


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PERT DIAGRAM


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