INTEGRATE Team - Roles & Results

1. INTEGRATE Team - Roles & Results The INTEGRATE Team had the following roles... 1. “Integrate” the customer input with a two way “handshake” diagram to document requirements to/from SCITe 2. Make sure the To Be supply chain vision is customer driven 3. Articulate the direction and impact of the e-Initiatives - inside/outside Shell 4. Determine if there is one interface with customer or two (via secondary distribution) 5. Research the “related” global initiatives and understand their impact on SCITe 6. Help set scope of Demand Management Team This document presents the research results (as of 15/6/0) on items 1 through 3...

2. Other Work-stream Review: • Demand Team Develop “Scenarios” Develop “Handshakes” Develop Requirements Engage East Zone Engage secondary distribution Customer rep interviews (fuels): - Commercial - Retail - Aviation - LPG Identify key customer contacts Deliverable Format Final Deliverable Initial ToR Revised ToR Customer Centric Approach & Findings

3. General Notes - Explanation • The “Handshake” slide for each customer segment contains the business requirements information relevant to/from SCITe. • The anticipated impact and/or requirements of the e-market Initiatives related to each customer group are also discussed • As additional background, the “full notes” from each interview is an Excel document - double click on the picture in this file and you should be able to view/amend in Excel. • The customer facing “to Be” Scenarios, shown in a separate Appendix, are an important part of this research. The scenarios summarise the future direction of the various customer segments that should be routinely monitored as the SCITe development and implementation work is undertaken. • The “Issues & Opportunities Log” (at the end) in the Base Document Deliverable will continuously document the issues discovered in our research. It may be decided later that some of these are out of scope but there’s still value in capturing them in one place.

4. General Handshake Requirements From Interviews • Customers want: • Availability @ a price - by product by terminal • Early warning of product availability issues • Many Shell comments around: • Integrated margin information, by product • Real time customer pick-up information • Need for granular delivery status • Lots of comments around demand forecasts • Marketing data often disregarded • Usually based on historical data from distribution

5. INTEGRATE - European Customer Input Status 011/06/01 • Conducted by Nicola McCLymont: • Aviation Business Development Manager & eBusiness Manager - Patrick Romeo and Morgan Hurwitz • Commercial/Retail - Head of eBusiness SEOP (formerly Retail Network Mgr Europe) - Jos Steeman • LPG eBusiness Manager - Samia Nehme • Marine Products, Lubricants Supply - Andrew Macmillan • Retail OP Strategy - Andrew Gammie • Under way by D. Goldsworthy: • UK distributors & wholesalers • Jersey fuels distributors • Base oils • To be set up: • Chemicals (to-be) • Wholesale Europe Commercial Mgr • Marine fuels

6. INTEGRATE - East Zone Customer Input Nominees • Kanokporn Thinaphong - GM Customer Operations, SOPE Commercial • Greg Woodward - LPG Supply Chain Manager East • Kaylan Ram - Consultant, Customer Fulfilment Services, Shell Chemicals • Glenn Ward - East Zone, Lubes Supply Chain • Mike Holloway - EAST ZONE BITUMEN BUSINESS MANAGER • Cheok Ru Sern - Aviation Operations Manager Far East • Mohzani Wahab - General Manager, Retail Business, Shell Malaysia • Andy Wraith - RETAIL FUELS OPERATIONS MANAGER, Shell Australia Ltd • Peter Drohan - Contracts Manager, Commercial Supply Chain, Shell Australia Ltd

7. SCITe “Handshake” Definition Customer view of Importance “Handshake” Requirements - Aviation Customers

8. E-initiative Business Requirements - Aviation Customers 1. Order entry/order management: yes, Tender systems - On-line version of historic methods, Global on-line ordering system 2. Align information with physical flow: yes, "Historic" data to customers - info on volumes etc. 3. Collaborative planning:yes, strong customer collaboration, i.e., "What info do you (Shell) need to reduce supply chain costs?" • Supply • Inventory • Price 4. Possibility of an exchange as a new “virtual” customer: • Auctions (growth area) - Have tested out a few. • JetA.com virtual channel (for large customers - seeks to reduce costs through understanding total pooled volume) 5. Other Initiatives mentioned: • Fuel Supply Alliance (see previous page) • Managing elements of customer's supply chain e.g. trading

9. Full Notes From Aviation Interview

10. SCITe “Handshake” Definition Customer view of Importance “Handshake” Business Requirements - Commercial Customers

11. E-initiative Business Requirements - Commercial Customers 1. Order entry/order management: yes (e-cats) Customer Access to Shell - On-line ordering, pricing, accounts receivables 2. Align information with physical flow: yes (silent commerce, system to system interfaces) 3. Collaborative planning: yes, Including understanding of wholesale stock positions - cold calling can generate additional sales • Supply • Inventory • Price 4. Possibility of an exchange as a new “virtual” customer: • yes (supply to customers via 3rd party e-markets, on-line bidding - Full list available) 5. Other Initiatives mentioned: • "Fluid Management" - VMI • "Alliance on-line" - Jobber service around information flow

12. Full Notes from Commercial Interview

13. “Handshake” Requirements - LPG CustomersOut of SCITe Scope Customer view of Importance

14. Full Notes from LPG Interview

15. “Handshake” Business Requirements - Marine Fuels Customers SCITe “Handshake” Definition Customer view of Importance Shell Supply Presence (A) Product Characteristics (B) Secondary Distribution Importance(C) Control of Inventory Who & Importance(D) Other Key Factors Affecting Supply (E) From SCITe To SCITe Direct Sales to Customers Not High No VMI model in Marine Cross Selling w/lubes Forecast Demand ATP @ price 1. Price 2. Supply High High Availability ATP @ price Cross Selling w/lubes Not High No VMI model in Marine Direct Sales to Customers Forecast Demand 1. Supply 2. Price Very High Low Availability

16. E-initiative Business Requirements - Marine Fuels Customers 1. Order entry/order management: YES 2. Align information with physical flow: YES 3. Collaborative planning: NO • Supply • Inventory • Price 4. Possibility of an exchange as a new “virtual” customer:YES if Ocean Connect or Gocargo.com get it together

17. “Handshake” Business Requirements - Retail Customers SCITe “Handshake” Definition Customer view of Importance

18. E-initiative Business Requirements - Retail Customers 1. Order entry/order management: yes, eventual aim is to abolish orders 2. Align information with physical flow: yes (intranet connection with sites, Point of sale technical developments) 3. Collaborative planning: yes, VMI operating in some countries e.g. Netherlands is 100% VMI, Intranet connection with Retail sites - live data by pump a possibility in the future. Leverage ASPs to non company owned? • Supply • Inventory 4. Possibility of an exchange as a new “virtual” customer: no 5. Other initiatives mentioned: • Card Initiatives Analysis suggest fuel card customers are most loyal, least price sensitive group)

19. Full Notes from Retail Interview