WCL has adopted II Maintenance of "Quality of Coal supplies" and "Customer satisfaction" as the key result areas.

The following steps are being taken in this direction :

1. Ensuring RIGHT Grade:
   1. By following right mining practices for eliminating extraneous material getting mixed with good quality coal.
   2. By adopting beneficiation methods like picking of shales & stones.
   3. By Sampling & Analysis through independent agency at loading / Unloading points.
2. Ensuring RIGHT Size: By creating sufficient crushing & optimization of blasting.
3. Ensuring RIGHT Weight: 100% weighment through Electronic Weigh-bridges with printout facility and introducing computer at all weigh-bridges.
4. Ensuring supply at RIGHT Time:
   1. By providing uninterrupted loading at sidings with proper loading capacity augmentation & maintaining sufficient Stocks at sidings with effective liaison with railways.
   2. Constant liaisoning is maintained with all the customers and feedback is collected from them.
   3. Prompt actions are taken on the complaints received.
   4. Regular consumer meets are held where all major & small consumers are invited to ventilate their views freely and suggestions are accepted and evaluated for implementation.