CASTROL LUBRICANT PASSPORT CREATING CUSTOMER VALUE, TOGETHER

• INTRODUCTION

• WHAT IS THE CASTROL LUBRICANT PASSPORT?

• WHY THE CASTROL LUBRICANT PASSPORT?

• DRIVING LONG-TERM VALUE THROUGH KNOWLEDGE

• FEATURES AND FUNCTIONALITY

• SUMMARY

CONTENTS

2/ V001: For internal use only

CURRENT ENGAGEMENT TYPICALLY INVOLVES RESPONDING TO TENDER FROM ENGINEERING, PROCUREMENT AND CONSTRUCTION (EPC) CONTRACTORS AND YARDS – PROVIDING THE LOWEST PRICE FOR A PRESCRIBED SET OF ORIGINAL EQUIPMENT MANUFACTURER (OEM)-APPROVED PRODUCTS WITH LITTLE OR NO DISCUSSION OF LUBRICATION RECOMMENDATIONS.

This reactive approach to requests for quotes (RFQs) does not play to our strengths, and means that owners get limited ‘specialist’ input – resulting in build shortfalls of supply and operational problems that ultimately cost customers money.

With Castrol’s Lubricant Passport, we aim to:

• Influence the purchase decision by engaging the owner earlier in the project life cycle

• Raise the perception of lifetime value

• Change the reactive lubricant selection process into a proactive practice where Castrol is the supplier of choice tying in customers and winning more often

• Offer customers the chance to create a sustainable business and improve the quality of earnings

3/

INTRODUCTION

INTRODUCTION

WHAT IS THE CASTROL LUBRICANT PASSPORT?THE LUBRICANT PASSPORT IS AN EASY-TO-USE, SECURE WEB APPLICATION, ACCESSED ONLINE (HTTPS://SURFACEPRODUCTION-TEST.PASSPORT.CASTROL.COM) THAT TRAVELS WITH EACH ASSET FOR ITS LIFETIME. THE LUBRICANT PASSPORT PROVIDES A SINGLE POINT OF REFERENCE FOR ALL STAKEHOLDERS INVOLVED IN A PROJECT.

At its core, the system comprises the following features:

• Project profile

• Customer/ company profile

• Project knowledge bank

• Lubricant schedule

• Recommendations

• Support and issues log

All of which have been developed to:

• Increase transparency with customers by allowing them to

view information about the project, such as contacts, lubricant

recommendations and technical recommendations

• Aid the sales process by demonstrating to prospective customers

that Castrol has a coherent set of systems and processes in place

• Enable us, and our customers, to make intelligent decisions, based on

our experience and expertise – in a pre-emptive and timely manner

• Support the operational phase by providing instant access to information

on Castrol’s lubricant recommendations for equipment, project contacts

and technical specifications

• Bring a set of disparate systems together into one unified

source of knowledge4/

WHY THE CASTROL LUBRICANT PASSPORT?THE LUBRICANT PASSPORT HARNESSES OUR VAST EXPERIENCE AND EXPERTISE IN THE OFFSHORE BUSINESS AND MOVES CONVERSATIONS AWAY FROM BEING PRODUCT- AND PRICING-LED TO FOCUSING ON VALUE-ADD AND STRATEGIC RECOMMENDATIONS.

The tool has been developed specifically to create long-term value for the customer as well as to deliver growth for our business.

With the Lubricant Passport, Castrol can better serve customers throughout the lifetime of their assets by:

• Working collaboratively with them at the early design stage to co-develop lubrication schedules

• Recommending a comprehensive, bespoke product and service plan for build, commission and lifetime operations – completely aligned

to customers’ specific needs

• Presenting them with a single point of reference for information related to lubrication of the asset

• Creating real value and reassurance through reliability, efficiency and protection

• Forming a close, interactive relationship with them, accessing the Lubricant Passport ourselves so that issues can be constantly monitored

and solutions sought before problems arise

WHY THE CASTROL LUBRICANT PASSPORT?

5/

DRIVING LONG-TERM VALUE THROUGH KNOWLEDGEFOR EVERY STAKEHOLDER IN THE PROJECT LIFE CYCLE, THERE ARE REAL OPPORTUNITIES TO CREATE LONG-TERM VALUE.

6/

DRIVING LONG-TERM VALUE THROUGH KNOWLEDGE

“WE CAN’T INFLUENCE THE SUPPLY DECISION. PROJECTS REQUIRE A LOT OF TIME AND INPUT AT SHORT NOTICE.”

“MUCH OF THE SUPPLY PORTFOLIO IS COMMODITY PRODUCT. ACTIVITIES TO SOURCE PRODUCTS AND SUPPORTING INFORMATION ARE UNCOORDINATED TODAY, WHICH MEANS A LOT OF EFFORT IS REQUIRED FROM US.”

INTERNAL:

DISTRIBUTOR:

The Lubricant Passport:

• Enables early preparation and planning

• Demonstrates our global capability through our supply chain

• Facilitates collaboration

• Creates efficiencies across the customer’s business

• Documents all experiences, problems and solutions to provide future insight

The Lubricant Passport:

• Helps distributors to stay one step ahead and make correct decisions first time

• Enables early preparation, increased transparency and better cross-functional communication

• Offers value-add recommendations and proactive supply

• Strengthens customer relations 7/

Castrol has identified how the Lubricant Passport can address key stakeholders' biggest concerns.

“WE NEED TO COORDINATE THE RFQ PROCESS AT SHORT NOTICE AND OFTEN HAVE TO LOOK FOR SUBSTITUTES, WHICH THREATEN SAIL-AWAY DEADLINES.”

“I NEED A PROACTIVE LUBRICANT PARTNER; I’M FRUSTRATED THAT ISSUES HAPPEN OPERATIONALLY AND WE GET POOR SUPPORT FROM SUPPLIERS.”

YARD:

OWNER:

The Lubricant Passport:

• Changes the way yards interact with customers – enabling forward planning

• Acts as a single version of the truth, offering expert support; transparent access to information; and proactive, trusted advice

• Eliminates operational issues through clear recommendations

The Lubricant Passport:

• Engages the owner earlier in the project life cycle

• Enables proactive lubrication management from day one

• Gives owners the right recommendations the first time, and every time

8/

“WE HAVE NO IN-HOUSE LUBRICATION EXPERTISE AND HAVE TO MANUALLY SEARCH INFORMATION RELATING TO EQUIPMENT, OEM APPROVALS AND LUBRICANTS.”

EPC:

The Lubricant Passport:

• Facilitates the simple transfer of knowledge

• Provides one single point of reference, helping project teams to learn, share and transfer knowledge – instantly and globally

• Ensures continual technical support for build and operations

DRIVING LONG-TERM VALUE THROUGH KNOWLEDGE

“WE FREQUENTLY FACE OPERATIONAL ISSUES BECAUSE THE YARD SPECIFICATION DOES NOT MEET OPERATIONAL NEEDS, WHETHER THAT IS TECHNICAL OR PRODUCT-AVAILABILITY RELATED.”

OPERATOR:

The Lubricant Passport:

• Provides instant access to critical, consolidated information to safeguard smooth continual operations

• Gives operators support at their fingertips via a Lubrication Schedule, linked to the Lubricant Oracle

• Enables a robust information exchange between all parties

9/

FEATURES AND FUNCTIONALITY

The project profile is essentially the “home page” for any particular project. It allows the project manager to configure the project timeline, attributes and contacts.

Other users will be able to view information about the project and click through to other project sub-sections.

PROJECT PROFILE

Drop-down list of all your projects

PROJECT TIMELINE:Key milestone dates

The task list is an at-a-glance management tool, enabling the project manager to effectively prioritise and keep up to date with key items of interest and actions on each project. This gives customers complete transparency into any issues and solutions related to the project.

The upcoming task list shows the first 10 items on the project profile page, with the rest available when the user clicks “View all tasks”. The list contains status, category and action date.

Tasks are formed from three categories:

1. Equipment with upcoming Used Oil Analysis Test

2. Support requests

3. Recommendations

10/

FEATURES AND FUNCTIONALITY – PROJECT PROFILE

GLOBAL SEARCH:Enter keywords to quickly search for projects, companies, contacts, recommendations and equipment across all your projects.

At-a-glance project attributes

Links to Lubricant Passport sub-sections

Easy-to-find key project contacts and list of all contacts involved with the project.

11/

The Lubricant Passport displays the key lubricant schedule information that has been imported from the lubricant scheduling tool – maintaining one version of the truth. This means that the customer will always see the latest version of the lubricant schedule, offering a major advantage over the current paper-based approach.

What’s more, with our online Lubricant Schedule, it’s easy to search, sort and view information – as well as drilling down into the Details page via Equipment.

LUBRICANT SCHEDULE

12/

FLAG EQUIPMENT AS CRITICAL:Users can create their own list of critical equipment by toggling on and off a star in the priority column.

FEATURES AND FUNCTIONALITY – LUBRICANT SCHEDULE

VIEW FULL PRODUCT DETAILS ON THE LUBRICANT ORACLE:The link directs to exact product page with no additional navigation.

13/

Leveraging Castrol’s experience and expertise, each project contains a Strategic Recommendations section, where suggestions aligned to customer needs can be found and viewed. This also serves as a checklist to help ensure we fully understand, and can respond to, our customer's specific needs. Recommendations are based on three categories: Product, Supply, and Support & Maintenance.

Project managers will be able to add and edit recommendations, as well as assigning actions within our own project team to the most appropriate user within a suitable timeframe. Documents and supporting materials can be uploaded for each recommendation, tailored to each customer or project – for example, a copy of the yard schedule, safety messages, or information on the storage and handling of products.

Once again, information is transparent and stored in one place – for both customers and the project team to easily access and view.

STRATEGIC RECOMMENDATIONS

14/

FEATURES AND FUNCTIONALITY – STRATEGIC RECOMMENDATIONS

Ability to upload supporting material.

15/

16/

Customers and partners often need to contact Castrol about issues that arise during a project – at build or operational phase. Currently this is done via email, which can make an issue difficult to administer, keep track of and manage.

SUPPORT & ISSUE LOG

The Lubricant Passport contains simple support ticket functionality, allowing any user to submit requests for resolution. The Project Manager is responsible for assigning the item to the most appropriate user to address the issue, setting a completion date and tracking the item's status in real time.

FEATURES AND FUNCTIONALITY – SUPPORT & ISSUE LOG

Support requests can be used to capture actions within our own project team too.

17/

PROJECT KNOWLEDGE BASE:(accessed from the Project Profile page)

The Lubricant Passport allows users to tailor information to a customer or project by adding in relevant ‘articles’.

COMPANY KNOWLEDGE BASE:(accessed from the Company Profile page)

• Allows notes, articles and document uploads

• Ability to create internal-only documents not visible to customers

Articles relating to a specific project

e.g. copy of the yard schedule, safety messages or information on storage and handling of products.

Articles relating to company-generic documents spanning multiple projects

e.g. Material handling

The Project Knowledge Base and Company Knowledge Base are accessible internally and externally.

This acts as a central repository specific to a project or company – bringing dispersed knowledge together into one system and making it easy to access, find and share information.

KNOWLEDGE BASE

18/

FEATURES AND FUNCTIONALITY – KNOWLEDGE BASE

19/

SUMMARY

20/

SUMMARY

The Lubricant Passport provides vital lubrication information in one easily-accessible place, meaning all stakeholders can be continually engaged and informed. It offers unrivalled visibility to drive trust, forging stronger and closer working relationships across functions and with customers, while creating a more coherent, global way of working.

The Castrol Lubricant Passport is not an aspiration; it’s a commitment to how we will grow our business.

Access the tool here: https://surfaceproduction-test.passport.castrol.com

THE LUBRICANT PASSPORT HAS BEEN UNIQUELY DESIGNED TO TRAVEL WITH THE ASSET, DELIVERING VALUE FOR LIFE AND TRANSFORMING CASTROL FROM A REACTIVE SUPPLIER TO A PROACTIVE PARTNER.

21/

All products and services supplied are provided

under Castrol Offshore’s standard conditions of sale.

You should consult your local Castrol Offshore

representative if you require any further information.

Castrol and the Castrol logo are trademarks

of Castrol Limited, used under licence.

Produced by Lubricants UK Ltd. Registered office:

Chertsey Road, Sunbury-on-Thames, Middlesex

TW16 7BP United Kingdom

Registered in England & Wales, no 97216.

© 2014 Lubricants UK Ltd. All rights reserved.

Telephone: +44 (0) 118 984 3311

www.castrol.com