Linda Hui, Global Customer Operations Continuous Improvement Manager at Shell Oil Company

Linda Hui

Global Customer Operations Continuous Improvement Manager
Shell Oil Company

Check out the incredible speaker line-up to see who will be joining Linda.

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Main Conference Day Two

Thursday, February 28th, 0019

1:40 PM Hand in Hand: Continuous Improvement and Automation at Shell

Shell Downstream Global Customer Operations encompasses over 2,000 staff in 30 countries and cover
the entire offer-to-cash customer services for all Downstream Lubes and retail businesses. Digitalization
and automation are the key winning factors to ensure fulfilling customer need in an efficient and effective
way. This case study will demonstrate how Continuous Improvement and automation go hand in hand in
transforming Shell’s operations in a global setting.
• How RPA (robotic process automation) and CI work together to enable even more efficiencies
• Using CI to identify automation opportunities through value stream mapping
• ESS (Eliminate, Simplify and Standardize) prior to A (automation)
• Building CI and RPA into culture to sustain improvements