EXECUTIVE SUMMARY

PSO is the oil market leader enjoying over 73 % share of

black oil market, 59 % share of white oil market, PSO is the
winner of KSE top companies award and a member of world
economic forum.

The mission statement of PSO promises to provide highest

quality products and services by professionally trained, high
quality, motivated work force, in highly ethical and safe
environment.

PSO values excellence, cohesiveness, respect, integrity,

innovation and corporate responsibility.

The successful journey of Pakistan state oil starts from Jan-1,

1974.

PSO serves wide range of customers throughout Pakistan

and it strives to exceed the expectations of its customer and
consumers. There are 3800 retail outlets across the country
including 1000 new vision outlets which are equipped with
internet facility, convenient stores, fully automated
transactions, overhead dispensing units, auto car wash and
easy payments, data visualization center and quality control
mobile vans.

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 PSO – Company Profile

Pakistan State Oil (PSO) is the oil market leader in Pakistan

enjoying over 73% share of Black Oil market and 59% share of White
Oil market. It is engaged in import, storage, distribution and marketing
of various POL products, including Mogas, HSD, Fuel Oil, Jet Fuel,
Kerosene, LPG, CNG and petro-chemicals. This blue chip company, the
winner of "Karachi Stock Exchange Top Companies Award" and a
member of World Economic Forum, has been a popular topic of case
studies in Pakistan and abroad based on its radical corporate
turnaround over the last few years

Pakistan State Oil

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Vision Statement

“To excel in delivering value to customers as an innovative

and dynamic energy company that gets to the future first.”

Mission Statement

• We are committed to leadership in energy market through

competitive advantage in providing the highest quality
petroleum products and services to our customers, based on :

• Professionally trained, high quality, motivated workforce, working

as a team in an environment, which recognizes and rewards
performance, innovation and creativity, and provides for
personal growth and development.

• Lowest cost operations and assured access to long-term and cost

effective supply sources

• Sustained growth in earnings in real terms

• Highly ethical, safe environment friendly and socially responsible

business practices

PSO VALUES
Excellence

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We believe that excellence in our core activities emerges from a
passion for satisfying our customers' needs in terms of total quality
management. Our foremost goal is to retain our corporate leadership.

Cohesiveness
We endeavor to achieve higher collective and individual goals through
team. This is inculcated in the organization through effective
communication.

Respect
We are an Equal Opportunity Employer attracting and recruiting the
finest people from around the country. We value contribution of
individuals and teams. Individual contributions are recognized through
our reward and recognition program

Integrity
We uphold our values and Business Ethics principles in every action
and decision. Professional and personal honesty, dedication and
commitment are the landmarks of our success. Open and transparent
business practices are based on ethical values and respect for
employees, communities and the environment.

Innovation
We are committed to continuous improvement, both in New Product
and Processes as well as those existing already. We encourage
Creative Ideas from all stakeholders

Corporate Responsibility
We promote Health, Safety and Environment culture both internally
and externally. We emphasize on Community Development and aspire
to make society a better place to live in.

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 History of PSO

Chronology of Events leading to the formation of:

Pakistan State Oil Co. Ltd.(PSO)

01-01-1974
Federal Government takes over management of PNO (Pakistan
National Oil) and DPL (Dawood Petroleum Limited), renamed into
POCL (Premier Oil Company Limited) under marketing of Petroleum
Products (Federal Control) Act, 1974.

03-06-1974
Government incorporates "Petroleum Storage Development
Corporation" PSDC.

23-08-1976
Name of PSDC changed to State Oil Company Limited (SOCL).

15-09-1976
Government purchases ESSO Undertakings, vests their control in
SOCL.

30-12-1976
Government merges PNO and POCL into SOCL (State Oil Company
Limited) and names it as Pakistan State Oil Company Limited (PSO).

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 ORGANIZATIONAL STRUCTURE

MD
Jalees A Siddique

GM GM GM GM DGM DGM
Health & Quality Trainnig Legal
Safety Control &
Affair PROCURE
Organiza INTERNAL
Environ AUDIT MENT
ment tional
Develop SERVICES
ment

EXECUTIVEDIRECTOR EXECUTIVE
CUSTOMER SERVICES DIRECTOR
Jalees A Siddique FINANCE & IT
Kaleem.A.Siddique

GM GM
Finance IT

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 ORGANIZATIONAL STRUCTURE
CUSTOMER SERVICES

EXECUTIVEDIRECTOR
CUSTOMER SERVICES
Jalees A Siddique

GM GM GM GM
Retail Fuel Constructio Aviation & Logistics
Mr.Imtiaz n & Retail Marine Mr.Shahid
Ahmed Mr.Zafar Mr.Zahid-ul- Khan
Hassan Saeed
Tamimmy

GM GM GM GM
Industrial Non fuel Afghan Logistics
Consumer Retail export & new Operations
Mr.Hamma business Mr.Anwar
Mr.Hakeem
d Zafar
Siddique Mr.ASaeed

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 EXCELLENCE IN CUSTOMER SERVICE

PSO serves a wide range of customers throughout Pakistan, including

retail, industrial, aviation, marine and government/defense sectors.
Professionals at PSO strive for providing unmatched and diverse
services to the customers in line with best international practices.

Pakistan state oil company is the largest OMC in Pakistan. Being the
only state –run oil company in Pakistan PSO leads to stay a head of the
competitors in all respect. For this to be attained, PSO strives to
exceed the expectations of its customers, consumers in satisfying
them.
There are 3800 retail outlets across the country including 1000 new
vision outlets commissioned within 5 years which are equipped with
internet facility convenient store, fully automated transactions,
overhead dispensing unit and auto car wash.

PSO has a network of over 100 shops stops through out the country.
Also as a part of its retail automation programmed PSO has install
pump controllers at the new visions retail outlets for instance flow of
transactions data from fuel dispensing units to point of sale.

PSO is the first company to install monolith tower at its outlets to tell
the current price of fuel to customers. Today PSO takes justifiable price
that it is globally recognized roll model of entrepreneurial quality and
good governance along with that the company also cherish its role as

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an agent of change transcending its mandate to reach out to touch the
lives of people for a better brighter tomorrow.

• ENVIRONMENT AND QUALITY

PSO believes environment friendliness is

The priority like quality and safety. That’s
Why PSO has once again taken the lead in
Launching for the first time in Pakistan an
Environment friendly diesel green XL plus diesel which contains green
burn combustion technology, helps keeps the engine clean and the
environment green.

In order to inculcate the new vision corporate philosophy among its

cartage contractors the company has helped they remodel and
upgrade 500 tank Lorries.
As per international standards pilfer proof and equipped with satellite
tracking system these tank Lorries have significantly enhanced
consumer perception.
It has a state of art laboratory which is equipped with highly
sophisticated and latest machinery and is ISO 9001:2000 certified. To
ensure the supply of best quality oil to consumer .PSO thus became
Pakistan’s first oil marketing
company to have its retail outlets
ISO certified. The quality
management systems at these retail
outlets, offer customer insurance
and this competitive edge is
maintained through Stringent quality

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and quantity monitoring by 79 fully equipped mobile quality testing
units vans.

PSO has also introduced self lock type metals seals for tank,
trucks wagons to ensure precise product quality and quantity.
This not only curbs product adulteration and malpractices in transit,
but also greatly measure and customer satisfaction.

• CUSTOMER CARE DAY

Customer care day celebration is a regular feature at PSO retail outlets

to reinforce their relentless commitment to greater customer care.

• DATA VISUALIZATION CENTRE

In the south Asia oil marketing world PSO data visualization centre is a
first. The company is effectively acquiring three different levels of
remote functionality over its retail outlets.

• Real time monitoring

The “passive” level, The Company can gain real time visibility into
outlets level retail activities.

• Alarms and incidents

The “active” level, live alarms incident “push” mission critical
information onto the forefront.

• Controlling
The highest level of the system allows sketched personnel to make
physical changes on site.

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 The field staff of the retail networks is required to maintain the
activities at the retail outlets with regards to their performance and
function due to manual mechanism, some of the critical observation
was not record or analyzed. The research incubation team
introduced the field automation System, an innovative system
that has digitalized the operation of the field staff.

• HANGING DISPENSING UNITS

PSO is the first to introduce “hanging

dispensing Units in Pakistan. In order
to allow far better usage of space, the
fuel dispensers are suspended from
the Ceiling, allowing the ground to
remain clutter-free. PSO continues to strive to bring new and improved
Experience every time customers visit their outlets.

• CUSTOMER HELP LINE

PSO has also introduced a customer help

Line which run round the clock, where
Customer can register their complaints
That directly go to the GM of customer services department, who
personally sends feedback on complaints in 72 hrs. The number of
customer’s helpline is 0800-03000 toll-free customer support that
provides heart warming services to customers.

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PSO and internet facility benefits not only the customers but also the
retail outlets staff since customized email account have been set up for
prompt communication with head office and other locations.

• Easy Payment

MCB ATM’s have been installed at retailed outlets to facilitate customer

ease in withdrawal of cash. In addition city bankers’ easy payment
makes their city bank credit card & cellular bill payments. In
continuation of its new vision philosophy, PSO once again played a
pivotal role with the launch of PSO prepaid cards: a vital & strategic
segment so far un taped by any other oil marketing company.
Introduction of PSO loyal fleet, corporate cards and prepaid cards has
virtually taken the industry by storm the technical drain , hi-tech family
cards fulfill the individual fueling needs of each segment of the target
market, maximizing flexibility, convenience security and savings.
Apart from the prepaid cards in link with its aspiration of providing
savings highest level of customer service, PSO pioneered the concept
of waving the 2.75 % service charges applicable on all visa and master
card transaction on purchase of fuel and lubricants at PSO outlets.

• PUMP CONTROLLER / QUANTITY

CONTROLLER

A specially designed pump controller system connected with head

office that controls & monitors the quantity of fuel at retail outlets to
make sure the appropriate supply of best quality fuels at these outlets.
PSO has largest network terminals & depots of more than 23 depots

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from south to north & a strong supply chain supported by strong tank
lorries fleet & railway wagons to ensure the product being supplied to
customers in time because of this wide spread network, PSO is the only
company to supply large quantity of oil to earthquake hit areas. This
year few special arrangements were made to supply fuel to the
helicopters working in earthquake hit areas. It is so effective that no
helicopter has to wait & hold the operations for fuel requirement .PSO
has extensive storage capacity of almost 81% of the total national
storage, i.e. around 860000 metric tons.

• PUMP ATTENDANTS

PSO has taken a very important step

to Train & motivate its pump
attendants. They are bond to attend
training course Conducted by
customer support department every
year, this improves their communication skills & competency and helps
them learn to handle emergency situation at the station, & how to deal
with customers in normal & crisis conditions. Also each outlet has a
highly trained supervisor who monitors & controls the activities of all
pump attendants also gives prizes to them on the bases of their skills
& behavior. This makes them more efficient & competent and
motivated.

• AUTO CAR WASH

Again PSO is the 1st company to innovate auto car wash at retail
outlets for the convenience of customers. It does not only save time of

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the customers at affordable prices, but also increases the lives of their
automobiles.

• CONVENIENCE SHOP STORE

PSO has a network of over 100 stop shops Throughout the country for
convenience of Customers. They can purchase their house holds from
these shops. Customers can make purchases without carrying cash
money, they can use their plastic money at these shops. These shops
are playing important role for enhancing the attractiveness of these
retail outlets by attracting kids & families, to buy fuel, households, toys
& stationary under one roof.

• JOINT PROMOTIONS

PSO launched a series of joint promotions

To benefit its customers, including PSO
Campaign on prepaid cards, with UBL on
PSO road lines, with TCS to provide overall PSO customers with
discounts on courier services, with Pizza hut on loyalty & corporate
cards & with Mobilink allowing all Mobilink & jazz customers to
electronically recharge their accounts at PSO stations while Mobil ink
outlets would sell PSO prepaid cards for convenience of PSO
customers.

• FUEL MANAGEMENT SOLUTION (FMS)

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It is a revolutionary value added service that integrates state of the art
technology with total customer convenience & allow PSO fleet card
holders & fleet managers to control & monitor fuel consumption &
efficiency of their vehicles by keeping track of odometer readings at
the time of fuelling.

FMS allows easy tracking of vehicle efficiency, no paper work, no

calculations, accurate usage of information & no administration cost.
Customers can even employ technologically advanced & convenient
modes of accessing their FMS information via PSO’s website SMS, e-
mail or regular billing statement.

So PSO's state-of-the-art New Vision retail outlets are equipped with

the most modern facilities, including auto car wash, electronic
dispensing units, convenience stores, business centers, internet
facilities and Easy Payment Centers for payment of utility and Citibank
credit card bills. The concept of Quick Oil Lube Vans introduced by
PSO, provides the lube change facilities at customers' doorsteps. About
16 Mobile Quality Testing Units ensure top of the line quality of
products and services. As innovative customer service initiatives, PSO
has launched Loyalty Card, Corporate Card, Fleet Card and Prepaid
Card. These cards provide added convenience, flexibility and security
to the customers while enabling them to earn redeemable loyalty
points and avail attractive discounts for purchase of non-petroleum
products at a large number of merchant outlets in various cities on use
of Loyalty and Corporate Cards.

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 RECOMMENDATIONS

1. PSO should ensure honesty at retail outlets of pump

attendants.

2. Few outlets still has old meters which should be

replaced with new digital meters.

3. All outlets should have modern well equipped service

centre.

4. CNG should be available at all outlets.

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