Services

The services provided by these two Shell Petrol Stations are in the line of Deli2go, Costa Caf and automated teller machines. Shell Semambu and Bypass Kuantan has been hard at work transforming its gas station convenience store into a contemporary version of the concept known as Deli2Go. Because Malaysia is so well-known for its traffic congestion, the plan is to transform a Shell gas station into a food haven for passing motorists, which makes perfect sense given the country's reputation.

Then, a delicious and high-quality cup of coffee can now be obtained on the go from self-serve coffee machines that were provided by Costa Coffee and are now installed at select Shell gas stations. Since the company's founding more than 45 years ago, the signature Mocha Italia blend has been at the centre of each and every cup of Costa Coffee. At the Costa Coffee Roastery in London, where the company's beans are slow roasted, each batch is given a quality check by the company's Master of Coffee, Gennaro Pelliccia, before being sent out to be distributed in other parts of the world. Each cup is made with freshly ground beans from Mocha Italia and fresh milk, just like how the beverage is traditionally served and enjoyed.

People who visit these gas stations are able to conduct self-serviced transactions at these machines, which means they don't need the assistance of a real teller and don't have to go to the bank branch to complete the transaction. The acronym "ATM" stands for "automated teller machine," and it refers to a type of financial machine that enables a variety of transactions, including withdrawals of cash, deposits of cash, and transfers of funds. Such beneficial services are also provided by these petrol stations to consumers.

Relatable usage of products and services.

In Shell Petrol Station, Semambu ad Bypass, Kelantan, they consumers are requiring 90% of gas, diesel and petrol mostly. This became their most important need for everyday life. Thus, these stations also provide those three products, mostly to the customers.

On the other hand, petroleum is the primary energy source for the majority of the world. Without it, the world would have a very different appearance, and a good number of the things we use today would not exist. It can be used for transportation, heating, lighting, the production of plastics, and a wide variety of other things.

It is simple to obtain because it is a fossil fuel. Because the procedure is straightforward, the products can be sold at prices that are within many people's budgets. It is an effective fuel that can be used to generate power. Because of its high-power ratio, a relatively small quantity of petroleum can produce a significant amount of energy when burned.

However, the services from Shell Select, Deli2go, Costa Caf and automated teller machines are being acquired in least amount. However, these services are also important to the customers since they satisfy their emergency needs.

Challenge and Opportunity

Innovation and technology are essential for the world's expanding population to have access to a wider, more sustainable variety of energy resources. To create tomorrow's ground-breaking solutions, thousands of Shell scientists, researchers, and engineers are working throughout the world in collaboration with professionals and experts outside of the sector. For more than a century, Shell has been at the forefront of technology. In terms of worldwide oil and gas corporations, Shell is currently one of the biggest investors in research and development (R&D), spending more than $1 billion a year to convert concepts into products that can be sold.

Based on our interview with the owner of Shell Semambu & Bypass, people are her biggest challenge. Without being more strict, it is difficult to manage and regulate employees. Every shell has a S.O.P and standard regulations for safety, services, and products they need to follow and achieve. Deli2go is Shell's own brand of fresh food and beverages is well known. Mrs. Muzlina is concerned about how the towels for oil pam are placed on shelves, counters, etc. It is unsafe if workers unintentionally lose towels or utilize an oil-based product towel as a trail tower for Deli2go.

She therefore develops a color-coordinated towel for each distinct task in order to prevent any mishaps or employee wrongdoing. Her proposal developed into a project that was adopted by the majority of Shell in Malaysia and won a global award, such as Retailer of the Year for Safety, from 2012 onward. She thinks Shell's mission and vision must coincide. She considers how to train employees with low to medium levels of education. Mrs. Muzlina modified a rule that requires every employee on duty to pay up or have RM50 taken out of their paychecks for each towel they bring onto the indoor table or counter in error. Fewer misplaced towels have occurred since the rule was adjusted, and more guarantees have been made regarding customer safety as it has become a staff habit.

Besides that, Mrs. Muzlina, the proprietor of Semambu & Bypass, stated that one of the challenges was that "people who come by not only want to refuel their automobile but also want a place to visit for their toilet." Therefore, one of their major challenges is maintaining a positive public image. Shell keeps their restrooms clean as part of their marketing strategy to draw in more customers. Due to its mural, The Shell is also known as one of the most beautiful locations to shoot pictures.

Apart from that, recent increases in COVID-19 infections in Malaysia are placing further strain on the country's healthcare system. The COVID-19 pandemic has offered MERCY Malaysia a challenging learning opportunity, according to Datuk Dr Ahmad Faizal Mohd Perdaus, President of MERCY Malaysia. As a civil society organization, Shell is compelled to think creatively and broadly in order to extend our potential for innovation, creation, and growth. Malaysia will be able to implement our COVID-19 Pandemic Strategic Preparedness and Response Plan thanks to Shell's funding, which will support the government's initiatives to alleviate the health crisis across the country.

During the MCO, Shell was worried about product expiration. They had almost 300,000 in Bypass Shell and 160,000 in Semambu Shell stock as their monthly sales. The shop has been empty and quiet for the past week since MCO. The top management became depressed about this situation after three months and decided to use social media tools. The subject of the interview, Shell Semambu & Bypass, is unfamiliar with the power of the internet. Due to misconceptions and complaints from customers, they were afraid to use social media for their business. Their awareness of the significance of social media accounts for keeping up with popular sites like Facebook, Instagram, and Tiktok has helped this pandemic extend their worldview. Their encouragement has enhanced the possibility of increasing sales and no expiration product via the web technology during MCO.

Furthermore, she was intimidated when she first took over Shell Bypass since she is a petite woman and the retailer before that was a man. She had to cope with a large man who had a large diesel truck. She repeatedly requests that the customer tanker driver turn off their engine, but they refuse and offer numerous justifications. She is worried that a truck carrying a lot of diesel has a higher possibility of catching fire than one carrying a lot of mogas because diesel contains 99 percent oil and 1% hydrocarbons.

As a result, she came up with a clause that says she doesn't mind how much fuel people put in their trucks as long as they turn off the engine to get a stamp. After the fifth stamp, they also receive a reward prize that is chosen at random and can be claimed as sponsored by their own provider. This project has gained funding from the Shell budget after a successful project was implemented. Soon, there won't be a need for an iPad stamp because it has been customary for shell trucks to turn off their engines whenever they arrive, willingly. Other Shell in Malaysia have also put this notion into practice. Shell Semambu and Bypass have won numerous international honors and had the chance to travel overseas given by the Global every year.

Creative and Innovation Strategies

Innovation is the process through which businesses employ their knowledge, expertise, and resources to create new products, services, or manufacturing and operational methods in order to better serve their customers (Jones et. al., 2006). Shell SelectShop is one of the attractions and specialties that this petrol company has. Before the existence of SelectShop, the petrol station used to be a place where people only stop to get petrol. With the existence of SelectShop, Shell petrol stations have become a one stop center for everyone. 50% of the profit margin for Shell now comes from their SelectShops.

In addition to that, Shell works with Costa Coffee. Thanks to Costa Coffee's self-serve coffee machines, a good, high-quality cup of coffee can now be found on-the-go at various Shell stations in Malaysia. Latte, flat white, and cappuccino are the traditional drinks Costa Coffee offers. If you have a sweet tooth, try a Hot Chocolate or Mocha. If it's too hot outside, cool off with an icy beverage like the well-known Iced Latte or Iced Strawberry Milk. By partnering with Costa Coffee, Shell is able to draw customers to their gas station for more than just fuel, especially after long stretches of highway travel.

As if coffee weren't enough, Shell also introduced Deli2go, their own line of pastries. In 2016, the company renovated 130 Shell stations, turning 100 of them into the standard Deli2Go with sofas, charging ports, and WiFi, while the remaining 30 outlets would include a mix of both domestic and foreign food and beverage vendors. Given how congested Malaysia may be, the plan called for converting the Shell gas station into a dining sanctuary for motorists.

We enquired as to what the biggest obstacle to operating this kind of business is from Puan Muzlina, owner of Muzlina Trading (Shell Semambu & Bypass branch). Her response was always the same, people. Dealing with people would be the most difficult aspect of most enterprises because it is impossible to persuade everyone to your point of view. Additionally, in this digital age, people are constantly searching for topics that are trending, whether they are about positive or negative situations. Muzlina Trading made the decision to benefit from that. They place a high priority on the comfort of their consumers, so they made sure the restrooms and praying space were always clean and odor-free. To create an attractive landscape that will draw clients to the Semambu branch, they set up a great resting area with lovely huts and artworks on their facility. To reach a larger audience and perhaps even potential customers, all of these were shared and uploaded on their social media Instagram kerangkuningproduction. Their instagram page is also pleasant to look at with organized and beautiful posts. To improve their usage of online promotion, their staff even enrolled in online courses.

During the early stages of COVID-19 lockdown, Muzlina Trading was able to prevent food waste by using social media. By employing the resources of their own staff to deliver the goods to clients' homes and promote the products on social media, they were able to sell every item before it was due to expire. Customers were pleased that they could purchase the products during the lockdown, and staff were pleased that they could still make additional money by making deliveries, when many other businesses were forced to lay off workers as a result of the lockdown's crippling effects on the economy.

Muzlina Trading has won numerous awards over the years from both nationally and internationally. Among the recognitions are the Gold Retailer awards, the Retailer of the Year in Malaysia and Asia Level (2017), and the Retailer of the Year for Safety in both Global and Asia Level (2012). What did they do to earn these prizes? Their impact. When Puan Muzlina was first hired as a retailer at the Shell Bypass branch in 2012, she encountered an issue with many truck drivers who refused to turn off their vehicles when refuelling, which is incredibly dangerous because diesel fuel is far more combustible than regular fuel. When pressed to do so, the vast majority of the drivers offered numerous justifications. To resolve this, Muzlina Trading came up with the idea of stamp & collect. The drivers are given an ipad shaped card when they come to the station to get fuel, and they will receive stamps regardless of how much they bought the fuel. However, they will only receive the stamps if they turn off their engines at their own free will. This strategy worked tremendously and people started turning off their engines without being asked to.

As like other petrol stations, there were many towels around the pump areas and after Deli2go, the kitchen area. All the towels were used for different purposes, some for the pumps, the ovens, and even the counters. When Deli2go first came into Muzlina Trading, they realized they needed to add food safety to their priority. However, some employees sometimes did not take food safety seriously and did not realize how high the risk is if the towels are mixed up even after washing them. To solve this, Muzlina Trading created a colour coded towel system. With different coloured towels, they were able to differentiate which towel belongs to which area. Towels from the pump area are not allowed in the shop and towels in the shop are not allowed in the pump area. Not only that, to make sure the employees take this system seriously, Puan Muzlina made sure to give penalties to those who do not follow the rules. Due to the penalties during the early days the system was applied, all employees naturally changed their habits and made sure to be more alert with their surroundings. In the end, no penalties were needed to be given anymore as a new culture was created.

Both approaches were replicated and put into practice in more Shell locations across Malaysia, using various card shapes and towel colours. They were able to influence other Shell locations around Malaysia and instill a new culture thanks to their original thinking and techniques. When giving Muzlina Trading recognition, Shell's higher-ups took these accomplishments into account.

Suggestions for Products and Services Offered/Strategis to the Organization

Question : Please red this report and give Conclusion

Background of the Organization Shell is owned by Royal Dutch/Shell Group which has more than 145 branches around the world. Malaysia's first oil well was discovered by Shell on Canada Hill in Miri, Sarawak in 1910. Shell Malaysia is one of them which is wholly-owned, joint-venture and public-listed company. It was introduced in 1960 as Shell refining company berhand and they invested over RM 70 billion over the past four decades which had a current investment commitment of RM 12 billion from 2003 to 2007 . In 1999 they invested worth of 1.4 billion ringgits to complete Malaysia's first Long Residue Catalytic Cracking Unit (L.RCCU) into a modern and world class refinery. Shell Malaysia aims to be the "Top performer of first choice" by controlling the business efficiently, responsibly and profitably and provide material sponsorship and resources in the areas of environmental conservation and social development. They try to pursue high standards of product quality and service performance and struggle to meet the expectations of their stakeholders, and contributing to the nation's cconomic growth and progress. Shell constructed the dialogue with the aims to reach a large audience by generating ideas on road safety improvement in Malaysia. They strongly believe that a high safety culture is important for business and the environment and to them Corporate Social Responsibility is all about doing the right thing. In Shell Malaysia's operations, road safety is an essential part, which they start educating internally through their drivers first. Their hauliers employ 780 drivers who make 400,000 trips, or 64 million kilometers a year to deliver shell products nationwide. They will continue to promote road safety concerns, not only educating their drivers but also the community. Shell Malaysia will work with government departments and agencies to make the Malaysian roads safer through community programmes and partnerships. Shell has been a partner in fuelling Malaysia's progress for over 125 years. Shell journey with the nation is intertwined in that much as Shell has played a role in growing the country's energy sector, Malaysia has also played a significant role in the company's progress. Shell's business has diversified from a modest kerosene venture to a group of companies engaged in every aspect of the modern oil and gas business. Today, Shell maintains a strong multi-faceted presence in the country through our longer-term investments, innovation-sharing, and impact on local communities. Shell helped pioneer Malaysia's oil and gas industry and fuelled its growth. Shell discovered Malaysia's first oil onshore, then took the industry offshore, and most recently into the technically-challenging depths of Deepwater. Shell's strong retail network fuels the journeys of millions of Malaysian motorists every day. In fact, Shell is even able to offer some of the most differentiated fuel and lubricant products, some of which were pioneered right here in the country. Shell fuelled the ambitions of Malaysians whether the generations of retail business partners thousands of Shell scholars over the years; young entrepreneurs from our LiveWire programme; or Shell staff and alumni who are Malaysian luminaries today. Shell continues to be one of the top employers in Malaysia with thousands employed in our upstream, midstream, and downstream businesses, as well as in our service and support functions. Shell in Malaysia is committed to the principle of sustainable development that can meet the needs of the present generation without compromising the ability of future generations to meet their own needs. Shell actions are therefore guided by the need to make business decisions that demonstrate economic, social, and environmental responsibility for which Shell stakeholders and society at large can hold them accountable. Products and Services Offered Products and Services Provided by Shell Semambu and Bypass Kuantan Shell Semambu and Bypass Kuantan are petrol stations with a variety of unleaded and diesel products including Shell V-Power 97 and Shell FuelSave 95 located in the Kawasan Perindustrian Semambu, 25350 and Lot 2237/81 Kuantan By Pass 11,25150 , Kuantan, Malaysia respectively. These two petrol stations are selling various products and providing few services. Main products The main products provided by these two petrol stations are gas and diesel. The gasoline received from these petrol stations as represented by the resulting image. The vast majority of gasoline is transported from relineries via pipelines to large storage terminals located in close proximity to areas of consumption. Batches of gasoline and other products derived from petroleum are transported through pipelines that are shared. Because these batches are not physically separated in the pipelines, a certain amount of mixing or commingling of products is inevitable. Plus, diesel comes from crude oil, which comes from deep underground. Refining crude oil results in the production of diesel, which in the United States is known as gasoline. However, the main products in these petrol stations are being sold at half ratio only. Supportive products Another 50% of products sold by these petrol stations are supportive products, which are petrol that is sold next to the diesel and gas in the form of Fuelsave95, V-power97, V-Power Racing and the products sold in shops. Shell FuelSave Unleaded is a new type of fuel that utilizes the company's patented DYNAFLEX Technology, which was developed over the course of five years. Shell FuelSave Unleaded is designed to clean key components of the fuel system, such as intake valves and fuel injectors, to prevent the build-up of deposits that are detrimental to performance. This type of petrol plays a role in cleaning up the system of motor vehicle fuel and providing quality speed. Next, Shell V-Power Unleaded contains an ingredient that helps reduce friction, and its design allows it to get to work at the core of our engine, where it can assist in making it easier for critical parts to move. The friction modifiers are a quick-acting improvement that, in essence, boost performance while V-Power fuel is present in the engine. This also means that the benefits will vanish just as rapidly if people decide to switch back to using conventional fuel. On the other hand, cleaning technology is a benefit that is more long-term in nature. After that, V-Power contains elements that are both cleaning and protective, and these elements work together to prevent the accumulation of carbon deposits in the intake valves and fuel injectors and to clean any deposits that may already be present. Additionally, it protects against corrosion. Because more power is extracted from each unit of fuel using his system, its overall performance on the road is improved. In conclusion, this is what Shell V-Power Racing is all about that it helps clean out engine of deposits, reduces friction, and improves the efficiency of combustion, all in the name of better performance and reliability. Shell Select is the name of the company's very own convenience store, which is located inside of all Shell fuel stations. People can choose from a variety of snacks, beverages, and other convenient items, all of which have been chosen for their high level of quality to ensure that people receive the best that is currently available