The Perfect Fit engineered to work for you

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1 Health, Safety and Environment The Perfect Fit engineered to work for you

2 Shell Aviation Technical Services Contents Every day, Shell Aviation provides fuel for around 7000 aircraft at over 880 locations across 70 countries, refuelling a plane every 12 seconds. Shell is the premier supplier of aviation fuels operations and technical services to many of the world s leading airports, airlines, and aviation fuel companies. Shell Aviation: No.1 in Technical Expertise Shell Aviation - Voted No.1 for the eleventh consecutive year in the Armbrust Aviation Survey awards in the Technical/Operations performance category. World Jet Fuel Report, Armbrust Aviation, 2009 Our expertise and quality of service are becoming more widely recognised each year. Here are some of the reasons why we stand out. Shell Aviation: designs, builds, and operates more airport fuelling facilities than any other company. has the expertise to transform the efficiency of fuel-related operations. minimises fuel costs through storage and handling efficiencies. pioneers the use of new performance-enhancing fuel additives. is one of the leaders in fuel research and providing solutions to technical challenges. manages more joint industry operations in more parts of the world than any other company. has been instrumental in many key milestones in aviation history. offers proven and integrated IT systems to streamline operations from wing tip to invoice. Shell Aviation is committed to Shell s overall strategy of sustainable development in all its activities - from testing new performance-enhancing fuel additives, to providing efficient, environmentally sustainable airport fuel facilities, and operational regimes that reduce waste. The World of Shell Aviation Technical Services 4-5 Global overview of services 6-7 Designing, constructing and commissioning the world s most efficient fuel facilities 8-9 Industry leading operating systems providing assurance and confidence in the integrity of fuel operations Teaching global best practice - for staff at all levels Proven HSE management system to safeguard people, the environment and equipment Solving problems and creating solutions for the future plus dedicated Research and Development programmes Allowing customers to read technical information, join discussion forums and run various applications For many years the excellence of Shell Aviation Technical Services was a well-kept secret. The task

3 The World of Shell Aviation Technical Services TECHNICAL SERVICE (TSA) INDIA For many years the excellence of Shell Aviation Technical Services was a well-kept secret. The challenge has been to design, construct, operate and maintain fuel-handling systems to the most exacting safety and operational standards. More and more partner organisations are seeking this expertise and now customers all over the globe can benefit from the exceptional quality of Shell Aviation s Technical Services. Shell Aviation celebrated 100 years in the aviation industry in 2009 and has played a crucial role in almost every landmark event. In 1909 Louis Blériot used Shell fuel for his famous crossing of the English Channel and in the late 1980 s it was Shell that fuelled the record breaking non-stop flight of a Boeing 747 from London to Australia. Shell s pioneering research into aviation fuels helped Sir Frank Whittle develop the jet engine and continues to help engineers overcome the challenges of tomorrow. Shell Aviation has been involved in many important cornerstones of aviation innovation and will continue to fly to new heights. Shell is now acknowledged as one of the world s leading provider of Aviation Technical Services. - Curacao During the development and construction of a new passenger terminal on the Island of Curacao, Shell Aviation was asked to design a brand new fuel hydrant incorporating state of the art environmental protection. Major challenges were maintaining the operational availability of the existing hydrant, tight project implementation schedules and very short hydrant downtimes during several tie-in operations. - India Shell Aviation has provided comprehensive tailor-made Technical Service Agreements (TSA) all over the world for many years. When Reliance Industries decided to enter the Indian market, engineering advice was provided and a TSA was signed with Shell Aviation to ensure smooth, safe and successful operations in the future. - Argentina A week long course for Spanish-speaking Airport Fuel Managers covered some of the latest developments in HSE and Fuel Systems Management. This is part of a regular programme of international courses at client locations and Shell training centres around the world. (Pages 10-11) Health Safety and Environment - USA Significant reductions in work related injuries have been made following the implementation of the Shell Aviation HSE management system. (Pages 12-13) - Malaysia and Qatar Shell has operated a Gas to Liquids (GTL) Plant for the past 10 years in Malaysia, producing ultra clean synthetic fuels free of sulphur and aromatics. Based on that technology and experience Shell is constructing a much larger 140,000 bbl/day plant in Qatar. In February 2008, an Airbus A380 was the first commercial aircraft to fly with a Shell synthetic GTL jet fuel in an extensive flight test between the UK and France. HEALTH SAFETY AND ENVIRONMENT USA FUELS TECHNICAL MALAYSIA ENGINEERING CURACAO PROJECT ENGINEERING EUROPE TRAINING SYSTEMS ARGENTINA FUELS TECHNICAL QATAR

4 expertise Deeper Shell Aviation has spent many years designing and building fuelling facilities for Shell itself. The aim is always the same - to design and build facilities that deliver optimum performance and outstanding safety levels, at the lowest possible cost. This same high-quality service has also been utilised by airports, joint ventures, national oil companies, refuelling companies and airlines around the world for more than 40 years. Shell s new generation of mobile fuelling equipment is designed to meet the latest international standards, ensuring maximum operational safety and performance based on global best practice. Many airports use an underground hydrant system to carry fuel to aircraft. A well-designed and properly installed hydrant can make a significant difference to the operational efficiency of a modern airport. Fuel costs represent a major part of airline operating costs, so efficient fuel facilities make sense not only for the system s owners, but also for the airlines. Key elements to every project Shell Aviation Technical Services provides engineering expertise in the key areas of project development. Master Planning First, all development factors are considered in a comprehensive Feasibility Study. This includes traffic predictions and estimates for future demand. From this, Shell Aviation produces an outline design and detailed capital cost estimate. Design The detailed design of fuel storage, handling, and delivery systems draws on unparalleled experience. Shell Aviation produces detailed designs (including materials specifications) to provide the required capacity level. Expensive over-capacity is avoided, but the ability to expand the system to meet future demand is always built into the design. Project Management Some clients prefer to handle project management themselves. However, our attention to detail means that Shell Aviation is often contracted to manage this important phase of development. Case Study: Project in Europe Commissioning All Shell Aviation designs ensure ease-of-use and the capacity to deal with variable future demand. As part of the commissioning service, Shell Aviation provides detailed commissioning procedures, supervision and certification to ensure a system is ready for use. At large European Airports, such as London Gatwick and Amsterdam Schiphol, Shell Aviation has been responsible for the design and project management of major fuel system extensions to hydrants, refueller gantries, supply pipelines, depot storage facilities and depot system automation. Building on Shell s operational and technical know-how Shell Aviation creates master plans for the integrated expansion of fuelling systems well into the future. Shell provides expert worldwide services to all airports, large and small, often working with local engineering companies to provide cost effective fuel system solutions.

5 Smooth operations Case Study: Reliance Operations, India Not only has Shell Aviation been designing and building aircraft fuelling facilities for many years - it has also been operating them through its Fuel Handling operations. Represented at almost 900 airports worldwide, Shell Aviation has more practical operating experience across a wide range of operating environments than any other organisation: experience that has now been harnessed to produce the definitive Aviation Fuels Operating System. However well designed an airport and its fuel handling facilities may be, ultimately the system will only perform as well as the people who manage and operate it. Critical functions need to operate smoothly, as problems in one area can soon multiply, leading to unwanted delays, and customer dissatisfaction. Anticipating potential problems is the key to Shell Aviation Technical Services unique approach to fuel handling management. This is achieved through robust yet flexible systems, which specify the correct procedure for every aspect of fuel handling. This ranges from the receipt of incoming fuel, through contamination-free storage, to efficient and safe into-plane delivery. Practical help in four areas Shell Aviation offers four key services for. Inspection and Assessment Dedicated Shell Aviation personnel visit airports to conduct in-depth inspections and assessments of fuel handling practices. A comprehensive report is then produced detailing areas where performance can be drawn into line to comply with global best practice. Operating the Shell system Calling upon Shell s 100 years of operational experience, Shell Aviation maintains a complete operating system for fuel handling. This features fully documented procedures for safe, efficient, and economic operations. Training Proper staff training is required in order to implement the Shell Aviation operating system and consequently run airport operations smoothly and effectively. Shell Aviation can train all operational and management staff in every aspect of the system. When Reliance Industries decided to enter the aviation market in India, they formed a Technical Service Agreement (TSA) with Shell Aviation. In addition to a substantial Consultancy service, the scope of the TSA covered expert knowledge on fuel handling. This included the introduction of Shell Aviation manuals and bulletins, operational training and training material, fuel technical hotline advice, plus HSE management systems and inspections. Advice on aspects of the handling and delivery of aviation products direct to the end user were also covered by the TSA. Dedicated Support and assistance Every client is assigned a dedicated Shell Aviation Account Manager to provide practical advice and site visits. All clients also receive a range of communication materials and updates. One such publication is the Shell Aviation Bulletin - a digest of significant and recent developments in aviation fuel technology.

6 performance Optimising A structured Training System underpins the operational integrity of an aviation fuelling business. It provides assurance to the operation s management, to customers and to the staff that they have the necessary knowledge and capability to safely and professionally undertake their responsibilities. Shell Aviation offers a number of different courses addressing subjects of importance to the Aviation Industry. These include: The Aviation Competence & Education (ACE) provides personnel working in the Aviation Fuelling business with a basic knowledge of all facets of Aircraft fuelling. The course incorporates a structured series of modules with clear concise training material, informative video presentations, training needs analysis and documentation, programme development, plus refresher courses and assessments. Practical exercises and assessments ensure that the knowledge is absorbed and operator skills are proven in practice. The course is offered either as a traditional taught course delivered by Shell Aviation consultants, or alternatively in a series of self-learning computer modules. Train The Trainer This three-day course provides the user with the ability to deliver for example, the ACE training in-house. The course syllabus includes communication techniques, the skills training process, recall & retention and assessment skills. The Operations Training Course focuses more deeply on the specifics of fuelling operations, and is delivered as a combination of classroom and on-site teaching at one of Shell s worldwide facilities. Courses are conducted mainly in English as standard, but are also available in other languages. The famous Fuel Tech Course offers deeper insight in advanced Quality Control, product knowledge and covers more technical issues concerning various aviation products and their use. The Supervising for Safety Course targets Aviation Operations Supervisors, and helps them understand their role in managing safety in the aviation workplace. Shell Aviation also offers competency assessment tools to customers; WINGS, a general competency program, and CAF, an HSE competency program. Both of these assist management in profiling employees, deciding which competence levels they have reached, and identifying gaps in their knowledge. Courses are also custom designed based on specific customer needs and can cover all aspects of the supply chain, from the refinery to the wing-tip. As innovative training methods are developed, improvements and revisions are made to the programme and new materials produced. These are incorporated into the refresher programme together with updates to include developments in operating procedures and Case Study: Training for Argentina standards as they occur. This ensures that operators are always trained to the current standards. Training systems are available in multiple languages, using multi-lingual presenters and assessors. Training may be delivered by Shell Aviation or self-delivered by Aviation fuelling companies to their own staff. Whether Shell Aviation courses are delivered at the trainees workplace, or at Shell training centres, the benefits are always quickly secured. Training may be delivered by Shell Aviation or self-delivered by Aviation fuelling companies to their own staff. Whether Shell Aviation courses are delivered at the trainees workplace, or at Shell training centres, the benefits are always quickly secured. Shell Aviation not only provides comprehensive training for staff at several levels, but also offers a training consultancy service for customers that have a Technical Service Agreement (TSA) with Shell. Operations Training Courses are created especially to satisfy the specific demands of our TSA customers. Most recently, a course was conducted in Spanish to meet the needs of the customer. The course is now being held bi-annually and gives both operational and technical staff the opportunity to find out about some of the technical aspects of aviation operations at airports and depots.

7 and safer Cleaner Few areas are more critical in aviation fuel handling than Health, Safety and the Environment (HSE). Apart from the wellbeing of the workforce and customers, shortcomings here can damage a company s reputation and could ultimately stop it doing business. Developing and implementing HSE management at over 880 sites in all operating conditions, ensures that the systems implemented for Shell Aviation clients are practical and, consequentially, lead to better business... More than Compliance... HSE is more than an issue of compliance, it is fundamental to the way Shell Aviation operates. The core of Shell Aviation's HSE commitment is a comprehensive Management System for airport fuelling services. The steps through to implementation of a successful HSE Management System may include: auditing current practices against industry standards and best practice. development of an Action Plan to achieve the desired goals in the shortest possible timeframe. working with clients to support implementation of an ongoing HSE Management system. The improved performance that results from implementation of the Shell Aviation HSE Management System is reflected in: minimisation of hydrocarbon waste. reduction in spillages. reduction in contamination. improved safety performance. From Design to Operations Shell Aviation helps customers integrate HSE elements into their projects and facilities from start to finish, providing advice on: environmental assessment and remediation. incorporation of HSE elements in design. Policy & Strategic Objectives access to the Shell Group's suite of HSE and incident design tools and processes. assessment of HSE competencies. benchmarking facilities against industry standards. set up of HSE management systems. training of Operators and Supervisors. Organisation, Responsibilities, Resources, Standards & Documents Hazard & Effects Management Planning & Procedures Implementation Audit Management Review Corrective Action Monitoring Corrective Action & Improvement Corrective Action & Improvement Case Study: USA The introduction of the Shell HSE management system into the US airfield operations resulted in a 40% reduction in employee injuries over a four year period. The system was introduced in 2004 and while the activities on the apron steadily increased, the recordable and lost time injuries decreased dramatically while punctuality remained at the usual very high level. As a side effect, insurance premiums, which had historically been increased annually, have remained level.

8 solutions Creating Shell Aviation is proud of its technical heritage. Over the past 100 years, it has been involved in many of the important milestones in aviation history. But Shell Aviation does not rest on its laurels; it continues to innovate and develop. Not only does this give Shell Aviation an enviable reputation, the unparalleled depth and breadth of its technical expertise is available to clients worldwide via technical service agreements and consultancy services. Shell s technical know-how, gained over 100 years in the aviation fuel industry, is embedded in Shell Aviation s Fueltec team supported by Shell Global Solutions research scientists. It is a unique, global team providing services in: troubleshooting and problem investigation. full fuel specification testing and interpretation. sophisticated analysis of fuels and deposits. studies of relationships between performance and composition. evaluation and approval of new supply sources for aviation fuels. development, implementation and training in procedures for aviation fuel quality control from refinery to wing-tip. The Fueltec team is a 24/7 network with global reach. Its specialist fuels technical experts are based in all regions of the globe. The team is in place to resolve technical fuel problems quickly, effectively and professionally. Rapid response, unparalleled expertise, plus the full weight of Shell s global technology support ensures that problems such as demurrage, product downgrades and contamination issues are minimised. Into the future Shell Aviation and the wider Shell group of companies continue to invest heavily for the future. Whether in the refinement of fuels specifications, the development of new fuel production processes, such as the synthesis of middle distillate fuels from gas, or the advancement and testing of additive solutions, Shell Aviation remains one of the foremost investors in the future of fuel technology. This is one of the many reasons Shell is voted by airlines as the No.1 supplier of Technical Expertise in aviation fuel systems. Case Study: The fuel of the future? Image supplied courtesy of Rolls Royce plc Shell is committed to developing new energy sources and is a world leader in the supply of biofuels to the automotive sector. Shell has also pioneered the production of synthetic fuels via the Fischer-Tropsch process. Shell has operated a Gas to Liquids (GTL) Plant for the past 10 years in Malaysia, producing ultra-clean synthetic fuels free from sulphur and aromatics. Based on that technology and experience Shell is constructing a much larger 140, 000-bbl/day plant in Qatar. In February 2008, an Airbus A380 was the first commercial aircraft to fly using Shell synthetic GTL jet fuel during an extensive flight test between the United Kingdom and France. This flight marked the first stage in a collaborative programme between Airbus, Rolls-Royce, Shell, Qatar Petroleum and the Qatar Foundation announced at the Dubai Airshow in November Shell Group research is focused on finding sustainable routes for producing hydrocarbons from diverse sources. Shell Aviation s strategy is to use its expertise to help the worldwide aviation industry find alternative fuels for the future.

9 at your finger tips Expertise What is available on CWW? How can I access technical information anytime of the day? Where can I find copies of technical and business papers on several topics? How can I share ideas and participate in discussions forums? (CWW) With the CWW, TSA customers have the expertise of Shell Aviation at their fingertips via a direct connection to Shell s worldwide knowledge base. The CWW allows customers to access, for example, operation manuals, technical bulletins (AOB, ATB, SAB), reports about recent industry meetings, and publications about HSE (HSE bulletins and Safety Alerts) Material Safety Data Sheets and Shell s policies. Customers can discuss technical and operations issues with Shell Aviation Specialists using the discussion forums option. Forums have been included to create a global reference point to share best practice backed up by global knowledge of the aviation fuels industry. New Technology: The new technology employed in has removed some of the limitations of the earlier system by providing more options and speed. This has streamlined the access of information and created a virtual workspace that spans distances and time zones. Easy access. Get it right, keep it right. TSA customers can access and manage large amounts of technical information in an easy access form. They can acquire and keep technical information in a virtual library that is regularly updated in accordance with Shell standards and latest issues from International Aviation Bodies. Managing information efficiently. Using the option File Ferry, Shell Aviation specialists can transfer and share knowledge, news and project information with TSA customers more efficiently. Customer Portal Home AOB & ATB JIG Technical Bulletins Discussion forum HSE Bulletins and alerts File ferry Recent Industry Meetings Manuals

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11 Discover why so many organisations around the world describe Shell Aviation Technical Services as The Perfect Fit. Contact your Shell Aviation Representative, or visit: