Executive Summary

Introduction:
As we move towards a new ADNOC Distribution, we have underlined our focus on key areas
to enable creation of an attitude of service culture and providing exceptional experiences to our
customers. Keeping in line with this larger goal, The Human Capital team, on 31 st October 2019,
launched the “ADNOC Distribution E-Learning Platform” for service station employees.

Along with employee learning and development, the platform can be used for various other
purposes, such as Marketing campaigns and surveys, etc. It is designed to launch programs at a
short notice and reach a critical mass of employees within a few hours.

PMO Report:
A PMO was established on 22nd September 2019 to oversee the implementation of the e-
learning project. It included members from Fuel Retail, Non-Fuel Retail, IT and Procurement. A few
members of Talent Management Division were entrusted with the responsibility of overall
implementation.

Efforts, Challenges and Lessons Learnt:

The Talent Management team overcame challenges primarily related to multiple project
leadership change, delay if providing signed-off material by business owners/stakeholders and
signing of the contract with the vendor. Although the team had to abort launch attempts on
multiple occasions, they showed exemplary commitments in resolving the issues and delivering
the results just on time. The lessons learnt during this process is used in streamlining the
processes.

User Status:
The platform was launched with three critical programs including the urgent “Project Japan”.
The stakeholders/business owners played a pivotal role in establishing the content of these
programs. Users can log in at anytime and anywhere via smart phones or PC with internet access.

Weblink: https://elearning.adnocdistribution.ae

Following is an overview of Course Completion Record* for the three programs:

Employees who completed the

Total
# Program program
Population
Number Percentage
1 Project Japan 8053 2994 37.17%
2 Providing an Exceptional Customer Experience 8053 2516 31.24%
3 C-Store Basic Customer Service 3026 755 24.95%
rd
*data retrieved @ 1800 hrs. on 3 Nov 2019
End User Feedback
The Human Capital core team associated with this project has been actively involved in
implementation and user support. The e-learning tool along with the launched programs were
received very favorably by the end users, as suggested by the following report*,

# Program Happy Neutral Unhappy

1 Project Japan** 82% 3% 5%
2 Providing an Exceptional Customer Experience** 83% 1% 6%
3 C-Store Basic Customer Service** 87% 0% 4%
*data retrieved @ 1315 hrs. on 3rd Nov 2019
**Remainder – incomplete data

Way Forward
The HC team works closely with the stakeholders and business owners in order to maximize
the potential of this tool. Various other programs, including HSSE programs, are being considered
to be on this platform in the coming few months.

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Executive Leadership is requested to try this tool firsthand using the above login details. Your
feedback on this tool are highly appreciated for future direction.