Customer Care 2018-04-18T11:26:16+00:00

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Customer Care :

Energy Solutions (Private) Limited – ESL, as a part of its Corporate Social Responsibility(CSR), operates a full- fledged Customer Care Centre. The Customer Care Centre makes available informative articles/literature and handbooks alongside free of cost Training Sessions on operational matters, quality control, continuous improvement and HSSE for its own employees and those of the corporate society, at large. ESL top management stands committed to make these a cornerstone of its business.

The training sessions are conducted at both our own or the Customer’s premises as per the customer’s requirements.

The information on the website is periodically updated and new articles are uploaded from time to time.

Please reach us at www.ESLpk.com/customer-care and keep watching for what is new.

Please note that the articles/literature listed below are for the purpose of training and awareness. No attempt should be made to use them as a substitute for expert technical help.

For an in-depth discussion(s) and customer specific solution(s), please contact us at:

customercare@eslpk.com or support@eslpk.com

Thanks and best regards
ESL Customer Care

Energy Solutions Private Limited (ESL)

Customer Care Articles – English :

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Dear Customer:

We are truly indebted to our long list of customers, which includes Coca Cola, Shell Pakistan, Allied Bank, Shaukat Khanum Hospital, Dow University of Health & Sciences, Mobilink, Pakistan Tobacco Company (BAT), Container Terminals, Shahtaj Textile, University of Engineering & Technology Lahore, Atlas Group, ABL, Pakistan Refinery, etc. These customers have motivated us to invest heavily towards the improvement of our ways of working.

This has led us to focus more intensely on safety, quality and training. We believe that only through continuous improvement (training), we can manage to work safely and deliver the right quality, too.

ESL has compiled a range of short articles for the benefit of its customers, employees, suppliers and society, at large. We will continue to update the information and add more from time to time. Please reach us at www.eslpk.com/CustomerCare.html and keep watching for what is new.

Please note that these articles are for the purpose of training and education. No attempt should be made to use them as a substitute for expert technical help.

For an in-depth discussion(s) and customer specific solution(s), please contact us at:

customercare@eslpk.com or support@eslpk.com.

Thanks and best regards,

ESL Customer Care

Energy Solutions Private Limited (ESL)


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Download Article in PDF


  1. The Safety Culture We Should Adopt? 1. A Safety Culture can be thought of as a set of values, beliefs, perceptions and behaviors that an organization espouses with respect to safety habits while conducting its business.

  1. Every organization has a safety culture, intentional or not so intentional. The important thing is:

a.Whether we want a particular safety culture and

b.What do we do to create it?

c.Whether we set ourselves goals to achieve it?


a.Communication is open at all levels of the organization and feedback is considered vital to improving safety processes.

b. Individuals at all levels focus on what should be done to prevent injuries or illnesses.

c. There is a commitment to safety as much as it is for the business.

d. People and their safety and health are considered important.

e. The focus is on the people, and the contribution to the bottom line is a natural outcome.

f. All personnel, especially senior managers, lead by example and demonstrate their commitment to safety by following all safety processes and procedures, just as they want their employees to do.

g.  Good habits are practiced both at work and away.


a. Communication is not open at all levels; employees’ feedback is considered neither important nor encouraged.

b. Safety rules are used as a stick to discipline and penalize.

c. Management may not follow safety rules (for example, not wearing seat belts, not abstaining from smoking in nonsmoking areas, not using Personal Protective Equipment (PPEs), using cell phone while driving, etc.).

  1. Focus on business results outweighs focus on safety.

  1. Safety is sermonized to create good safety records and documentation.

  1. Safety shutter is pulled down after office hours.

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Download Article in PDF



Every accident has a cost associated with it, which is always far higher than the investment made in avoiding it. That is why; all necessary measures must be adopted to prevent an accident both at work and away.

The costs that are involved because of an accident are both direct and indirect. The employee who loses his life, or is injured is the biggest sufferer. The organization also does not go unhurt. The costs associated with an accident are always more than just dollars and cents.

  1. Direct Costs for the Employee
  2. Lost wages and overtime
  3. Doctor & hospital bills

  1. Indirect Costs for the Employee
  2. Physical pain and suffering
  3. Mental agony
  4. Lost time with family and friends
  5. Loss of productivity on and off the job
  6. Relationship strain

  1. Direct Costs for the Employer
  2. Medical bills and workers’ compensation claims
  3. Legal costs
  4. Insurance costs
  5. Property damage costs
  6. Wages being paid for an ideal / injured worker

  1. Indirect Costs for the Employer
  2. Loss of a valuable employee
  3. Loss of productivity
  4. Replacement cost in terms of rehiring and retraining
  5. Equipment repair / replacement cost
  6. Police inquiries and / or court / katcheries
  7. Decrease in employee morale over the loss of an employee
  8. Fear amongst other employees, etc.

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Download Article in PDF



  • Various safety journals / periodicals, call attention to the role of leaders in HSSE:
  1. “Attitudes to health and safety are determined by the bosses, not the organization’s size”.
  2. “Health and safety is a key to success. Bosses who do not show direction in this area are failing in their duty as leaders and are not fulfilling their moral obligation, as a result damaging their own hard built organization”.
  3. “An organization will never be able to achieve the highest standards of health and safety management without the active involvement of the bosses”.
  4. “Health & Safety drive without involvement of boss is like a rudderless ship”.
  5. “Health and safety is a fundamental part of business. Companies need someone with passion and energy to ensure it stays at the core of the organization. This someone has to be from amongst the bosses”.


Provide strong and active leadership for HSSE. It requires:

Showing commitment to safety;

Establishing effective ‘downward’ communication systems and safety forums for gaining participation of all;


Treating health and safety management as important as business decisions.

Gain worker involvement. It requires:

Engaging the workforce in the promotion and achievement of safe and healthy conditions;

Effective ‘upward’ communication;

Providing quality training.


Assessment and review requires:

 Identifying and managing health and safety risks;

Accessing (and following) competent advice;

Monitoring, reporting & reviewing performance



When HSSE is not seen as a regulatory burden: it offers significant opportunities.

Benefits can include:

  • reduced costs and reduced risks
  1. employees’ absence and turnover rates are lower,
  2. accidents are fewer,
  3. the threat of legal action is lessened;
  • improved standing among suppliers and partners;
  • a better reputation as a responsible corporate citizen among investors, customers and communities;
  • increased productivity – employees are healthier, happier and better motivated secure



Health and safety law, in developed world, states that organizations must:

  • provide a “Safety Manual” – written health and safety policy (if they employ five or more people);
  • assess risks to employees, customers, partners and any other people who could be affected by their activities;
  • arrange for the effective planning, organization, control, monitoring and review of preventive and protective measures;
  • ensure they have access to competent health and safety advice;
  • Consult employees about their risks at work and current preventive and protective measures.


Failure to comply with these requirements can have serious consequences – for both organizations and individuals. Sanctions include fines, imprisonment and disqualification.




  • Health and safety should appear regularly on the agenda of their meetings.
  • One of the board members should be named as the health and safety ‘champion’.
  • The presence on the board of a health and safety director can be a strong signal that the HSSE is of strategic importance. 



Be existent and seen on the ‘shop floor’, following all safety measures yourself and addressing any breaches immediately.

  • Consider health and safety when deciding senior management appointments and / or promotions.
  • Enforce procurement standards for goods, equipment and services to help prevent the introduction of expensive health and safety hazards.
  • Assess the health and safety arrangements of partners, key suppliers and contractors – a safety week may serve as an apt reminder.

  • Identify and address the key issues and guard against time and effort being wasted on trivial risks and unnecessary bureaucracy.
  • Provide health and safety training to some or all of the top management to promote understanding and knowledge of the key issues in your organization.
  • Support worker involvement in health and safety.




  • Effectively monitor sickness absence and workplace health as a tool to ascertain underlying problems that could seriously damage performance or result in accidents and long-term illness.
  • The collection of workplace health and safety data can allow the boss to benchmark the organization’s performance against others in its sector.

  • Appraisals of senior managers can include an assessment of their contribution to health and safety performance.


  • As a boss ask for regular reports on the health and safety performance and actions of contractors.


  • Win greater support for health and safety by involving workers in monitoring.


  • Join the bandwagon of reputed organizations in which performance on health and safety is increasingly being recorded in annual reports to stakeholders.
  • Increase ‘shop floor’ visits to gather information for the formal review.
  • Celebrate, recognize and reward (R&R) good health and safety performance.



  1. In Sri Lanka, following the fatal injury of an employee maintaining machinery at a recycling firm employing approximately 30 people, a company director received a 12-month custodial sentence for manslaughter. LOTO was not followed. ‘Evidence showed that the director chose not to follow the advice of his health and safety advisor and instead adopted a complacent attitude, allowing the standards in his business to fall.’
  1. In Bangladesh, the managing director of a manufacturing company with around 100 workers was sentenced to 12 months’ imprisonment for manslaughter following the death of an employee who became caught in unguarded machinery. The judge made clear that whether the managing director was aware of the situation was not the issue: he should have known as this has always been known potential hazard.
  1. In India, a company employed ten, mostly young, temporary workers; they were not trained or equipped to safely remove the asbestos, nor warned of its risk. Its officers were fined a fortune, disqualified from holding any directorship for two years and ordered to pay hefty costs of prosecuting Court.


It can happen in India, Bangladesh and Sri Lanka. It happens in Pakistan too day-in-and-day-out. Bosses beware!!


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Download Article in PDF



There are three primary concerns associated with diesel fuel:

  1. Flammability:

Diesel is not as flammable as gasoline and others but it can catch fire and can be very difficult to extinguish. Do not smoke around diesel fuel.


  1. Skin Exposure:

Diesel fuel can be absorbed through the skin very easily. It can cause skin irritation, redness and even burns. If the diesel is not cleaned off, it will be adsorbed into the skin and cause symptoms identical to inhalation.

  1. Inhalation:

If diesel vapors are inhaled, it can cause dizziness, nausea and increased blood pressure, among other symptoms.

How to limit harmful effects of diesel?

  1. When fueling diesel powered vehicles or machinery, do so in a well-ventilated area.
  2. If machines especially generators are used indoors or in enclosed spaces, extra ventilation should be provided to remove diesel exhaust. Make sure exhaust of diesel generators is emitted away from the power plant and away from people.
  3. Wear appropriate gloves when working with diesel.
  4. Do not use vinyl or butyl rubber gloves with diesel, as they offer no protection.
  5. Maintain diesel vehicles / generators well and regularly keep an eye on exhaust / emission(s).

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Download Article in PDF



Safety Considerations

  1. General Hazards
  2. Installation, repair and maintenance should always be in accordance with the manufacturer’s instructions and recommendations.
  3. Exhaust fumes emitted by generator sets contain poisonous gases like carbon monoxide that can be life threatening and result in death. Exhaust systems must be properly installed, adequate ventilation must be provided to ensure unobstructed flow of cooling and ventilating air, and emissions must be directed away from inhabited zones.
  4. The area around the generator must be clean and free of clutter and any combustible material that can be hazardous.
  5. The equipment must be regularly inspected and defective or damaged parts must be replaced in a timely manner.
  6. It is essential that the operating personnel remains alert at all times while working with the generator.
  7. The unit should not be opened or dismantled while it is functioning. Moving or hot parts should not be tampered with.
  8. Battery cables should be disconnected before proceeding to work on the generator to eliminate any possibility of an accidental start-up.
  1. Electrical Hazards
  2. All power voltage supplies should be turned off at the source while installing or servicing the generator.
  3. All electrical connections, such as wires, cables and terminals must be properly insulated and covered, and should not be touched with bare hands or while in contact with water. This is essential to prevent the occurrence of an electric shock.
  4. The frame of the generator and any external conducting parts should have proper grounding or earth wiring. This should never be disconnected.
  5. Wiring, cable and cord sets must be of the recommended capacity.
  1. Fire and Explosion Hazards
  2. Smoking in the vicinity of the equipment can be fatal.
  3. Fuel or oil spills around the generator, leakages from the unit’s fuel system and fuel supply lines and presence of combustible materials around the generator will pose a risk of explosion.
  4. A fire extinguisher should be readily available. Use of extinguishers that operate on carbon tetra-chloride is strictly prohibited since the fumes are toxic and can deteriorate the insulation on the wiring of generators.

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Download Article in PDF



SEIRI (Sort)

  • A clean place is a safe place.
  • Cleaning starts with sorting.
  • Sort any given population of items, activities, behaviors, attitudes and even entities, etc.
  • Separate important from non-important; useful from wasteful; critical from non-critical.
  • Classify into “Dos and Don’ts”.
  • Dispose of and discard the wasteful, unwanted items / activities / attitudes / behaviors.
  • Retain the important, useful and critical items / activities / entities / behaviors / attitudes.

First Step: Safety starts from cleaning

Cleaning starts from sorting

Sorting separates crucial from the clutter

SEITON (Set in Order)

  • Assign priorities to the chosen items.
  • Do a 80 / 20.
  • Do a Pareto analysis.
  • Rank critical items in accordance of their relative importance.
  • Separate few “vitals” from many “trivial”.
  • Assign a place to everything and assign everything to its designated place.

Second Step: Assign a place for everything – and put everything in its place.

Put the action where the money is.


SEISO (Shine)

  • Make “Continuous Improvement” in HSSE a way of life.
  • Make it a 24 x 7 affair, round the year, every year, year after year.
  • Don’t allow switch “off” and “on” and “fits and start” mentality.
  • Put it under your skins, in your blood, in your DNA
  • Check out before you step out
  • Consider HSSE an unending journey instead of a race, which has an end-point.
  • In a race there is a last lap which takes you to the victory, in HSSE every lap is a lap to victory
  • Gradually raise the bar / Take small incremental steps.
  • Even a small step is a big step.
  • Build a hierarchy of personal commitments, top down and share / review.
  • Learn from the achievers, support underperformers.
  • Bring change by Involving technology, creating HSSE systems, improving mindsets / behavior patterns

Third Step: Shine to surpass previous best

SEIKETSU (Standardize)

  • Ensure steps / actions to keep the shine.
  • Establish standards.
  • Develop checklists.
  • Talk not, Tick.
  • Use control charts, Poka Yoke
  • Develop jigs and fixtures or their equivalent(s).
  • Integrate with daily work management.

Fourth Step: Standardize to maintain consistency

and hold the gains.


SHITSUKE (Self Discipline)

  • Create an environment through slogans, posters and other visuals
  • Identify BIC performance and use benchmarking vis a vis BIC.
  • Lead by example (Be a Mr. Marriott).
  • Conduct audits to evaluate approach and results.
  • Recognize and reward.

Fifth Step: Walk the talk: Do what you say

Action speaks louder than the words

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Download Article in PDF



The following actions must be taken to ensure safety of people and our generators before we commence any work on them. Please also encourage relevant people to read ESL safety booklet in Urdu for better understanding of the subject.

Know jobsite hazards

To make employees aware of potential risks around the work area and help minimize or eliminate safety and health hazards e.g. Is the generator room airy? Is the exhaust properly vented? Etc.

Know your work procedures

  • To identify the best way of performing a job.
  • To determine:
  1. Are you qualified to perform the work?
  2. Do you know what is Lockout / Tagout (LOTO), how to isolate the site from others and what are emergency procedures?
  3. Do you have the correct PPE for the job you are performing and is it in proper working condition?
  4. Do you have all of the necessary tooling and testing equipment? Is it calibrated and in proper working condition?

Know the job specific project work plan (e.g. Gantt Chart)

  • Identify all activities
  • Define, describe and communicate the roles, responsibilities and location of each employee on the project. Who will do what?

Build a communication plan

  • Make someone responsible for communication and everyone must understand that he / she has to follow the qualified, nominated person.
  • The responsible person must ensure that it is safe prior to commencing work and that entire team understands system shut down, and re-start procedures.


Make emergency action plan and make it known

  • Make a plan and take steps to ensure the safety of your employees in the event of an emergency. The plan should include:
  1. Roles and responsibilities
  2. Threats, hazards and protective actions
  3. Means for locating family members in an emergency
  4. Emergency shutdown procedures, etc.
  • Once the employees have received the appropriate training, conduct regular drills as a reminder and post the Action Plan in an area that allows easy visibility.

Build a safety training culture

  • Prepare a safety manual for the specific conditions found on your jobsite.
  • Make checklists for recurring / recurrent jobs and when appropriate make use of local language.
  • Ensure equipment, tools and materials are being used for their intended purpose.
  • Always review the manufacturer’s Operation and Maintenance Manual before putting a machine to work.
  • Train employees on:
  1. Keeping track of others in the work zone and letting them know where you are at all times.
  2. Establishing eye contact before entering a work zone.
  3. Creating two-way communications before entering a work zone.
  4. Informing coworkers when leaving a work zone.
  • Receive emergency first aid training. If it is not applicable to you to be trained in these areas, make sure you know who is qualified to perform these tasks on your jobsite

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Download Article in PDF



Don’t start the work on generator without the following.

  1. Disconnect all energy sources before working on power generation equipment.
  2. Bring generators in a safe, de-energized, zero-stored-energy state.
  3. Do not trust “OFF” and “EMERGENCY STOP” push buttons on software and microprocessors as safety devices.
  4. Do not trust that a switch is open while in the “OFF” position. Always test and try operating the product prior to servicing as an alternative to ensuring the product is in a zero-stored-energy state.
  5. All AC and DC circuits entering and leaving the product shall be opened and secured with an appropriate LOTO device, thus electrically isolating the equipment to be serviced.
  6. Engine generator set packages shall have the battery cables removed from the batteries at the battery ends, and the battery cable ends shall be secured with an appropriate LOTO device.
  7. Gas and diesel fuel lines and air start lines shall be closed, and the valves shall be secured with an appropriate LOTO device.
  8. Any fuel or air between the valve and the engine shall be drained or vented.
  9. Remember to remove power from all attachments such as battery chargers, jacket water heaters and generator space heaters.
  10. Make sure there is no stray voltage anywhere on the package and that all voltage sources are properly secured in the “OFF” or “OPEN” position with an appropriate LOTO device.
  11. Open the product’s output circuit breaker and secure it with an appropriate LOTO device to prevent an external source from energizing the product or starting a generator set package’s engine.

Ensure proper grounding

Ensure the product is always properly grounded and the conductive surfaces surrounding the work are also bonded to the product’s grounding system to prevent any difference in electrical potential between the conductive surfaces and hence any chance of electric shock or electrocution.


Connect your work with that of others

  1. With multiple jobs going on at a jobsite, it is important to be aware of the other job tasks and associated processes that are being performed near or around you. Always look for the following:
  • Is there any work by others going on overhead?
  • What potentially dangerous work environment changes are others making that could jeopardize your safety?
  • What work environment changes are you making that could jeopardize the safety of others?



IMPORTANT – Generators and Distribution Systems Rated ABOVE 600 Volts:


Prior to working around exposed bus bars and load cable terminations, ensure all stored energy has been discharged from the generator windings, bus bars and cables. Medium and high voltage windings and cables store electrical energy that could cause death or personal injury. Wear proper PPEs and use properly rated tooling and equipment to discharge the windings, bus bars and cables.

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Download Article in PDF



  • Are you mentally and physically prepared to safely complete the work on the generator or are you fatigued such that your injury risk level is elevated?
  • Is there any moisture on your shoes and/or clothes?
  • Are you wearing the proper Personal Protective Equipment (PPE)?
  1. Head protection
  2. Eye protection
  3. Hearing protection
  4. Face shields
  5. Gloves
  6. Steel toe or metatarsal boots


  • Check your work area:
  1. What is in it?
  2. What is above and around you?
  3. How hot or cold is it?
  4. Is it humid?
  5. Is it a combustible atmosphere (i.e. dust from coal/grain/sugar or hydrogen from leaky batteries)?
  6. What would happen if you created an arc or spark in your immediate work area?
  7. Are overhead conductors exposed and grounded surfaces exposed around you?
  • Are you aware with the Scope of Work (SOW) to be performed on the generator?
  1. Have you informed the customer (responsible person) about your presence, nature of work and approximate duration?
  2. Do you satisfy yourself regarding quality of work by checking what has already been done?
  3. Do you make sure there will be no requirement for rework for an extended period of time?

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Customer Care Articles – Urdu :

Safety Of Our People And Family. (Urdu)


HSSE Training And Awareness (Urdu)


The Safety Culture We Should Adopt? (Urdu)


Why Should We Invest In Avoiding An Accident? (Urdu)


Safety Concerns While Handling Diesel (Urdu)


Five Approach To Our HSSE Commitment (Urdu)


Safety Of Our Generators And Our Personnel (Urdu)


Actions Which Must Precede Start Of Work On Generator (Urdu)


Why Use Diesel Generators (Urdu)


Important Considerations Before You Make A Generator Buying Decision (Urdu)


Defensive Driving Techniques (Urdu)


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