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Mobil USM&R : 

Mobil USM&R 1 Presented By: Adam Nurmohamed Heidi Kwok Pearl Law Mandy Wong Sean Ma July 26, 2010

Slide 2: 

2 Backgrounds Analysis Problems Alternatives Recommendation Implementation

Slide 3: 

3 Backgrounds Analysis Problems Alternatives Recommendation Implementation

Slide 4: 

World top 3 in integrated oil, gas and petrochemical 4

Slide 5: 

5 5th largest U.S. refiner Gasoline products 7% of national share Finished lubricants products 12% of market share

Current Situation : 

Current Situation 6

Stakeholders : 

Stakeholders Managers & Employees Customers – dealers & customers Mobil Suppliers Mobil C-stores Mobil Shareholders Creditors, banks 7

Development Process : 

Development Process Launched in 1994 by Renaissance Solutions Senior-level executive leadership team (ELT) guided Interviews to extract ELT ideas about BSC Developed objectives & measures for 4 BSC perspectives 8

Critical Elements : 

Critical Elements Bottom-up communications Feedback from employees Management support 9

Slide 10: 

10 Backgrounds Analysis Problems Alternatives Recommendation Implementation

Slide 11: 

11

Slide 12: 

12

Slide 13: 

13

Slide 14: 

14

Slide 15: 

15

Slide 16: 

16

Slide 17: 

17

Slide 18: 

18

Problems : 

Problems 19

BSC : 

BSC 20

Slide 21: 

21 Backgrounds Analysis Problems Alternatives Recommendation Implementation

Mission : 

Mission 22 Use innovations and technology to provide top-quality services and products to their valuable customers through dealerships and direct services.

Decision Variables : 

Decision Variables 23

Slide 24: 

24

Employee /customer oriented : 

Employee /customer oriented Productivity Lower costs Working environment Customer loyalty Dealer relationships 25

Slide 26: 

26

Quality Oriented : 

Quality Oriented Brand image Customer satisfaction Higher quality of products/service Competitive advantage 27

Slide 28: 

28

Decision Evaluation : 

Decision Evaluation 29

Recommendation : 

Recommendation 30

Customer-sub Team : 

31 Customer-sub Team

Dealer-sub Team : 

32 Dealer-sub Team

Slide 33: 

33

Slide 34: 

34 Backgrounds Analysis Problems Alternatives Recommendation Implementation

Slide 35: 

Gas/Membership Cards Record of customer purchases Easier purchasing Dealer assessments Customer Surveys Quality of service measured Estimation of retention rate 35

Slide 36: 

Bulk purchasing Profit margin increases Refund/return policy 5% refundable products recycle and reuse 36

Slide 37: 

Cost Reduction/Profit Increases Downtime Brand Expenses BSC familiarization NBU 37

Results : 

Results 38 Operational Improvements Customer base increase Dealer partnerships Knowledge base Profitability Competitive Advantage

Summary : 

Summary 39

Thank you for listening : 

Thank you for listening Questions? 40

Slide 41: 

41 Backgrounds Analysis Problems Alternatives Recommendation Implementation

Slide 42: 

Return on capital employed Cash Flow Profitability Operating expense Volume growth for gasoline sales 42