The increasing globalisation, the influx of new means of production and innovative marketing has resulted in a very market-savvy consumer.
Just a few years ago, production-based philosophy was the criteria for success. However, today, it is the customer-oriented approach that is critically pertinent. Change no longer is confined to tomorrow. Change needs to happen today. NOW.

Dynamism and adaptability are the key words to the survival and growth of any organisation, however large or small it may be.

The petroleum Industry too, has undergone innumerable changes in the last decade. With complete deregulation on the anvil, conscious efforts are being made to maintain the otherwise unshakeable market position. With the entry of global players in the petroleum arena, the future will belong to those who listen to their customers, who adapt and follow a dynamic approach.

In such a highly competitive scenario, Bharat Petroleum Corporation Limited (BPCL) has successfully maintained its dominating status by way of long-term planning, strategic framework and a customer centric approach.

Today, BPCL, the erstwhile Burmah-Shell Oil Storage and Distribution Company of India Limited, marks the completion of its Silver Jubilee celebrations by reiterating its commitment to create innovative fuel and non-fuel solutions that truly enrich the lives of customers.

With operations spanning across the length and breadth of India, BPCL touches the lives of over 900 million Indians in some way, everyday - whether it be LPG or Kerosene for domestic consumption, automotive fuels and lubricants fuels for industrial applications.

Since its inception in 1976, the Company has undergone many changes. But what has not changed during the course of this illustrious journey is BPCL's pioneering status - a fact made evident right from fuelling JRD Tata's historic solo flight to setting up the country's first Oil Refinery to introducing LPG as a cooking fuel into Indian homes in mid-1950.

Even today BPCL continues to innovate and pioneer fuel solutions as well as exploring new distribution techniques and ways to make the lives of its customers smoother and easier. It is precisely this adherence to a dynamic Corporate Philosophy that has made BPCL India's second largest Oil Company in terms of market share with its present revenue in excess of Rs. 359 billion.

Today, BPCL dominates the market through 4400 Petrol Pump Stations, 960 Kerosene Dealers, 1400 LPG Distributors, as well as direct fuel supply to bulk buyers.

Over the years, BPCL has acquired many 'firsts' to its credit. This illustrious list is constantly updated by initiating a number of innovative concepts and formulating strategies that reiterates the company's adherence to maximise the customers' convenience.

The Refinery SBU of BPCL, besides being the most versatile refinery in the 
country, has processed 50 different types of crudes. It is also the only refinery in India processing residue in Fluid Catalytic Cracking Units and the first Indian industrial unit to obtain ISO 9002 and ISO 14001 certification.
Furthermore, it is the only Indian Refinery (and one of the 34 refineries worldwide) to achieve a Level 7 on the International Safety Rating System (ISRS). These high levels of technical acumen which reflect the company's customer-friendly attitude, are suitably complemented by a pro-active approach towards environment through process units like MTBE, Diesel Hydro Desulphurisation (DHDS) facilities, Sulphur Recovery Unit, Modern Liquid Affluent Treatment Plant and a well-established Environment Management System (EMS).

At BPCL, providing the customer with a delightful fuelling experience has always been a thrust area. The dynamic changes incorporated in this area are evident through the New Generation Retail Outlets that offer world class facilities like multi-product dispensing units, improved illumination, concrete drive-ways, automatic car wash among others.

To enhance the customer's satisfaction level, BPCL has pioneered the first customer loyalty programme in the petroleum sector.
To fulfill the shopping requirements of its customers, BPCL was once again the first to introduce Convenience Stores 'Bazaar'. Set up at select BPCL outlets, these provide a wide range of convenience items and fast food, in a delightful ambience, to the customer. To provide greater focus and value-added-services, some of these stores are now being revamped under a larger concept to be branded as "In & Out". These would be launched in Mumbai, Delhi and Kolkata. Tie-ups have been entered into with a leading photo film developer, a telecom giant, a Music Company and bill payment agents among others.
ATMs of various leading banks, Internet kiosks, one stop Truckers' shop are some of the other initiatives that have been undertaken at many of the BPCL Retail Outlets.

The Lubricants SBU continues in its endeavour to make the life of its customer a smoother one. A new R&D centre has been commissioned and 12 new products have been introduced in the market-including bio-degradable 2T Oil for Marine outboard engines, high performance Diesel Engine Oils meeting APICG-4 specifications and long life Turbine Oils.
The LPG SBU – Bharat Gas meets the fuel requirement of millions of household and thousands of industries. BPCL has undertaken a number of steps to make the distribution even more efficient. The Bharat Gas Helpline, which has been introduced in select markets, is the country's first mobile van equipped with trained mechanics offering round-the-clock LPG related services to the customers.

For the benefit of the local population, Cash & Carry Delivery Counters have been commissioned at some of BPCL's LPG Bottling Plants. Rural Marketing Vehicles (RMVs) have been launched that travel into rural markets and refill cylinders on the spot. The first ever Auto-LPG Dispensing Station (ALDS) of a PSU Oil company has been commissioned in Delhi by BPCL. Piped LPG is another initiative successfully being pioneered by BPCL. On the anvil are plans for Fixed Time Delivery, wherein arrangements can be made with the local distributors, on the net, demanding cylinders to be delivered at a particular time.

On the bulk supply front, the Industrial & Commercial SBU has launched the first e-business initiative in the petroleum industry. This brick-to-click voyage enables industrial customers to place and track their orders on-line. BPCL has also undertaken the responsibility of 'Fuel Managers' for the major customers and has established 'Customer Advisory Boards' to gain insight into customer needs.

By incorporating cutting edge technology, the Aviation Fuel SBU has successfully upheld the company's vision of being "Fuellers to the leading Airlines of the World". The fully automated Aviation Fuelling Station (AFS) at Kochi has the distinction of being the most modern one in the country. The various innovations and initiatives undertaken have earned the Aviation SBU the coveted "Golden Peacock National Quality Award - 1998-99".

The corporate philosophy of taking initiatives and pioneering new technologies reflects in BPCL's various activities. The recognition to this outstanding philosophy and performance has come from various quarters. Some of these are -

Prime Minister's MOU Award for Excellence:
In recognition of its excellent overall performance BPCL received the Prime Minister's MOU Award for excellence in the achievement of Memorandum of Understanding targets for the year 1998-99. BPCL was ranked first among the top 10 MOU signing Public Sector Enterprises who received this award.

CIO-100 Award:
BPCL won the 1999 CIO-100 "Leaders for the next Millennium" Award. It was selected as one of the top 100 organizations in the world and the only Indian Company to win this prestigious award. As a recipient of this Award, BPCL exemplifies the highest levels of operations and strategic excellence, as also the company that is most likely to excel in the 21st century with its innovative practices of leveraging its People and Technology.

FICCI Award:
BPCL received the 1999-2000 FICCI (Federation of Indian Chambers of Commerce and Industry) Award from the Hon'ble Prime Minister, Shri Atal Bihari Vajpayee. This honour was conferred on the Organization for the outstanding work done in the area of Rural Development during the last 13 years.

The Golden Peacock Environmental Management Award:
In recognition of the efforts put in towards managing the environment, BPCL received a special commendation award.

A recent addition to this illustrious list of accolades is the Award for 'Best Customer Focus' conferred upon BPCL at the PETROTECH-2001, New Delhi. This Award is an apt testimony to BPCL's staunch commitment to implement technologies that enrich the lives of its customers.
These are just a few of the many awards conferred upon BPCL for its commitment to take initiatives and fulfill its social objectives by way of thorough professional acumen and above all, a customer-centric approach.