Motiva Norco

2006 People Survey Results

Agenda and Objectives

Agenda• Review Objectives and Overview 5 min.

• Share Data/Engagement 45 min.

• What’s Next 10 min.

Objectives/Outcomes• Share 2006 Motiva Norco People Survey results/themes

• Engage in discussion to better understand the opportunity areas

• Develop Action Plan/Alignment from the feedback collected

Three key themes & related survey questions:

• Demonstrating our core Shell values, Enterprise First and leadership behaviours throughout the business

Q19 – Good cooperation across organizational boundaries

Q35 – Leaders in my organization tell the truth

Q8 – Free to speak my mind without fear of negative consequences

• Effective leadership and communication of Downstream-One Change, especially decision-making

Q6 – When changes are made that affect me, communication is handled well

Q26 – The Change process is moving us in the right direction

Q4 – I am appropriately involved in decisions that affect my work

Q34 – Decisions leaders in my org. make concerning employees are fair

Q22 – Decisions get made without undue delay

• Clarify concerns related to job security and career developmentQ10 – Opportunity to improve my skills in this organization

Q9 – Access to good career progression opportunities

Q16 – Rate the organization in providing job security

Theme 1: Support Shell Group themes around Core Values, Enterprise First and LAT behavior

5458 60

5457 58

5054 5350 49

40

71

0

10

20

30

40

50

60

70

80

Good Cooperationacross organizational

boundaries

Leaders in myorganization tell the

truth

Feel free to speak mymind without fear of

negative consequences

Group

Downstream

US Manufacturing

Norco Refinery

Top Quartile Benchmark

Theme 2: Effective leadership of DS-One Change, especially communications and decision-making

48

53

63

4851

46

52

60

48 49

44 44

5651

3637

4752

46 46

60

66

59

0

10

20

30

40

50

60

70

Where I work,decisions getmade withoutundue delay

The decisionsleaders in myorganization

make concerningemployees are

fair

I amappropriately

involved indecisions thataffect my work

Where I work,the change

process is movingus in the right

direction

When changesare made that

affect me,communicationsare handled well

Group

Downstream

US Manufacturing

Norco Refinery

Top Quartile Benchmark

Theme 3: Clarify concerns related to job security and career development

52

47

60

50

44

59

53

45

6365

43

52

7673

0

10

20

30

40

50

60

70

80

How do you rate theorganization in providing

job security for people likeyourself?

I believe I have access togood career progression

opportunities

I am given a realopportunity to improve myskills in this organization

Group

Downstream

US Manufacturing

Norco Refinery

Top Quartile Benchmark

Norco Focus: Accountability

• Where I work, people are accountable for delivering what they have promised 45% favorability vs. 68% for the Shell Group and 67% for Downstream

• What does all of this mean…?

Results indicate that employees: Don't feel particularly good about core values, company leadership, communications, decision-

making, etc And, don't see an organization that is very good about being accountable But, they feel relatively good about their job security

One interpretation could be that…• So, what possible motive would I have to behave/perform any differently than I have been. I

don't respect management, don't think I have to worry about being held accountable, and my job security is sound.

*How would you interpret the results?*What does an accountable organization look like?

Next Steps…

• Analysis of Feedback………………………Mid-March

• Develop Action Plan……………………….by March 31

• Communicate Action Plan/Metrics………...by March 31

• Plant Communication………………………align with BIR

Backup Slides

2004 People Survey Themes/Actions

The following themes/actions were targeted after the 2004 People Survey

• Pride in Shell/Motiva• Norco Excellence Plan

• Trust in Leadership• RLT/RMT alignment on values and behaviors• First line leadership development through BUILD • First line leadership selection/development process• NEP – Delivering on the plan

• Improve Change Processes• Quality Systems and Processes Organization

– Dedicated position to Norco Excellence Plan• Plan Do Check Act loop; Scorecards• PAUSE• Training/Coaching on managing change

• Accountability• Leadership Traits, Values, and Behaviors• Tools and Application

– Performance Commitments– Recognition– Positive Discipline Program– CTL leadership Development – BUILD

Norco LAT Target Improvement Area Comparison

63

60

5859

55

59

50

52

54

56

58

60

62

64

Leadership Accountability Teamwork

2004

2006