Quality Management System

Refineries

All the refineries of IOCL have the systems

certifications of ISO 9001/9002 which ensures
that the stipulated product quality processes
Performance are adopted all through the operations.

Risks Indian Oil Safety

Environment
Marketing Location Research and Development
• Petroleum Products are received in • Indian Oil has a world class R&D Centre
accordance to the respective with state-of the-art facilities.
specifications. • The Centre holds 215 active patents,
• A well-defined system of quality including 109 international patents.
control checks and documentation • Indian Oil's thrust on in-house
exists to ensure that at every step development of technology is aimed at
of the supply chain, adequate care keeping a focus on upgradation of its
is taken to maintain the right quality product quality and services in its
of product. refineries, pipelines and marketing
• Strong link of laboratories to ensure operations keeping in view the
quality of the products. environmental impacts and responsibilities.

At Indian Oil, customer

Customer satisfaction is seen as a
Satisfaction key performance indicator
and differentiator within
business.
 Other Major Initiatives

• Strengthening the retail network coverage and quality

through performance improvement.
• Strengthening the Quality and Quantity (Q&Q) proposition.
• The Roll out of non-fuel proposition around vehicle care and
superior frontline service as differentiators.
• Increased focus on loyalty programs through the creation of
a dedicated group of executives handling loyalty programs
across the country.
• Creation of Key Accounts Managers for priority industrial
customers.
• Improved sales force efficiency and effectiveness through
skill updation.
• Provide customized solutions to domestic and international
airlines.
• Establishing ‘Emergency Service Cells’ for LPG customers.