INFORMATION TECHNOLOGY FOR MANAGERS (BMIT 5103)

Group Project
Information Technology at Saudi Aramco Company
Name Ali Al-Salmi Abdullah Dauwas Wael A. Jamaan Student ID 510 901 66 510 900 72 510 900 73 Section 01 01 01

EXECUTIVE SUMMARY

This report introduces readers to Information Technology (IT) in Saudi Aramco (SA). The report contains SA IT organization chart, IT resources in the organization, business systems and their analysis, business critical applications along with major challenges facing SA IT. Findings and conclusion and references have been added at the end of this report Readers will understand how IT is being used in SA to solve complex and various business needs. From plant operation to writing business letters to material purchasing for a mega project to human resources evaluation, all take place electronically. E-Commerce in the forms of C2C, B2B and B2E are all presented with short description of their usage and benefits as well as examples of each system. Major challenges that face were introduced; changing technology, ability to learn IT application by employee, maintain reliability and budgeting constraints, system protection against virus attacks and security measures against hackers as ethical issues such as illegal use of the technology to communicate political, sexual and religious hatred. SA IT perception has scored very high among most employees voting how IT performs the required service right the first time with little or no waiting period. SA IT has performed high in other areas as well, indicating a very well developed and well established organization. SA IT is a large organization that provides direct and indirect support for more than sixty thousands employees around the world working in various geographical locations executing complex and diverse operational activities.

INTRODUCTION

IT at SA is focused on assisting internal businesses in developing solutions that can help in the areas of relationships to suppliers, customers and business partners (e-commerce), information flow and relationships among workers within the business (knowledge management), and internal business processes (business operations). IT has changed the business setting of SA by speeding up the process at which business is accomplished. Digital Technology (DT) will transform roles of employees, more so than at any other time in the Companys history. DT changed the business landscape of SA by increasing the speed at which business is conducted. Externally, it changed and will continue to change the relationships between SA and its external suppliers and customers. Internally, it has a enormous impact on the way many internal business functions and their customers interface, interact and transact. SAs digital system is built on a mixture of hardware and software. It allows company's internal processes to operate smoothly and quickly, enable the company to respond to customer feedback quickly, gives ability to react to our competitive environment in a timely manner, and empowers employees with critical knowledge. All kinds of information can now be put into digital form. SA IT have already made many of necessary investments in IT to allow employees to obtain, store, share, and act upon information in new ways, from our powerful and strong corporate Intranet to the global network of the Internet. Success in this kind of environment, however, entails more than simply deploying technology. SA internal businesses must create digital processes that manage and deliver important information, helping employees to respond effectively to changes and new opportunities, make decisions quickly, and fix problems as soon as they arise. Digital processes can enhance organizational intelligence by providing the information necessary to be more effective. IT provides business enabling solutions that make the business flow and to fit the requirements for everyday. Keeping pace with evolving technology, IT is taking advantage of best of a kind software and hardware, and mixing them with custom applications to provide services which are very often unparalleled in the industry. The SA management hierarchy starts with 1) company CEO as highest level of management, 2) business lines as a second level; lead by Senior Vice Presidents, 3) Admin Areas; lead by Vice Presidents, 4) departments; lead by Managers, 5) divisions; lead by Superintendents, 6) units; lead by Supervisor. The Following illustrates the company management hierarchy and where IT Business Line fits in the company and roles and responsibilities.
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INFORMATION TECHNOLOGY ADMIN AREA DEPARTMENTS

IT Admin Area that is under the Operation Service Business Line consists of: 1. Computer Operations Dept.: It provides 24x7 services and support for IT Data Centers, storage and data back-up, and windows servers infrastructure, to ensure continuity, reliability, and security in support of SA local/global operations. Computer Operations manage more than 800 Windows servers, hosting corporate applications including Active Directory, corporate email, Intranet Web hosting, file services, and many other Windows-based applications such as Plant ISs, Communications Systems and SAP front-end servers. 2. Information Protection Dept. (IPD): It administers an innovative program that minimizes risk with the least impact on costs and schedule, while marinating confidentiality, integrity and availability of SAs information and technology assets. The departments services include risk assessment, policy management, protection awareness, compliance assessment, and deployment of new information protection technologies. The Information Protection & Technical Planning Department is the single point of contact and coordination between all SA various organizations and IT organization. Information Protection & Tech. Planning Department managing a wide range of activities to meet corporate and IT requirements and objectives. The Department carries a range of responsibilities for IT Business. Its scope covers development of IT Business Plan, Operating Plan and Accountability Reports and contract and purchasing procurements, development and amendments. Today no IT application will survive long without electronic protection against threats and hoaxes. Information Protection & Tech. Planning Department administers an innovative program that minimizes risk with the least impact on costs and schedule, while marinating the confidentiality, integrity and availability of Saudi Armcos information and technology assets. 3. Area Information Technology Dept.: Area IT Department is the single point of contact for IT products and services for business and residential customers in the SA field operational areas Kingdom-wide. Their mission is to support oil and gas operations by integrating IT products and services, adopting timely solutions, and actively supporting major corporate projects. Area IT provides complete customer support for all IT services offered to corporate SA in Saudi Arabia and its out-of-Kingdom offices. Area IT is the prime focal point for all SA IT users to register their IT products and services problems, concerns, issues and requests. Their customer support function also encompasses field support and maintenance of desktop hardware/software, office equipment, telecommunication services and video conferencing equipment. Area IT responsible for IT support functions within SA Medical Services Organization (SAMSO), which includes
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technical support for specialized clinical systems and non-SAP applications. They offer printing services and record management services to each Area customers. 4. Communication Engineering & Technical Support Dept.: Communications Engineering & Technical Support Department (CE&TSD) designs and engineers SAs communications infrastructure and data network, provides communications engineering solutions, and renders technical support company-wide. CE&TSD manages the engineering and construction of communications projects managed by IT and provides technical support and solutions to Project Management for corporate projects where efficient communications engineering solutions are required. 5. Information Technology Planning And Technical Staff (ITP&TS): It plays an integral role in IT. They act as the focal point of contact and coordination between IT departments and other SA organizations. ITP&TS comprises two divisions which perform a range of activities to meet corporate and IT requirements and objectives; IT Business Services Division and IT Procurement Division. IT Business Services Division is responsible for developing the IT Business Plan, Operating Plan and Accountability Reports. They monitor, analyze and forecast IT manpower and NDE, as well as coordinate IT recruiting activities. They manage workspace for IT, and perform various activities to meet corporate, IT requirements and objectives. IT Procurement Division is made up of two units which provide a wide range of activities in areas of contract and purchasing procurements, development and amendments. 6. Computer Operations Dept.: It consists of the following divisions: A. SAP Computer Center: SAP Computer Center (SCC) oversees the implementation of SAP, an enterprise resource planning system, in SA. The key business driver in implementing SAP is to integrate business functions and streamline business processes. SCCs implementation of SAP systems played a major role in providing viable solutions for SAs future business needs. To date, SCC has replaced approximately 80 percent of Companys systems infrastructure (more than 230 legacy systems) with a single, integrated system that serves 44,000+ users across all the companys locations, worldwide. SCC also provides system enhancement and upgrades, development services, round-the-clock system support and maintenance to end users. SCC continues to offer opportunities and solutions to optimize company business processes, and facilitate additional automation of business functions. B. IT Customer Care Center: IT Customer Care Center provides complete customer support for all IT services offered to corporate SA in Saudi Arabia and out-of-Kingdom offices. This service is provided through IT Contact Center located in Dhahran, operating a 24x7 schedule, 365 days a year. The IT Contact Center is the prime focal point for all SA IT users to register their IT products and services problems, concerns, issues and requests. Their customer support function encompasses field support and maintenance of desktop hardware/software, office equipment, telecommunication services and video conferencing equipment. C. IT Continuing Excellence: IT Continuing Excellence acts as a facilitating agent and catalyst for furthering IT management's vision of the IT organization of the future. They promote a work
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environment where both the organization and the individual are continually learning and improving together as a whole. IT Continuing Excellence is the sponsor of adopting the Shared Values Process, the foundation which will establish the organizations future operating system which will allow people to perform at the top of their potential in a freedom-based customercentric environment. Five Services that Department Provide to Organization: y y y y y Application Service (Corporate Portal Support, Enterprise Searching/Indexing, and Software Packaging and Deployment.) Collaboration Services (Schedule a Video Conference Interviews with new hires globally and Schedule a Teleconference (Audio Conference). Internet Services (ADSL Connection, VPN Business Dial Back and Wireless Guest Internet Access). Telecom Services (Business Telephone Line Features, Telecom Authorization, and Business Telephone Relocation and Removal.) Personal Services (email outlook, personal hard drive, and assets.)

A. SAUDI ARAMCO BUSINESS SYSTEMS Intranet is a private computer network that uses Internet protocols, network connectivity to securely share part of Saudi Aramco information or operations within SA end-users. Extranet is a private network that uses internet protocols, network connectivity, and possibly public telecommunication system to securely share part of SA information or operations with suppliers, vendors, partners, customers or businesses. SAP Human Resources (HR) delivering HR functionality within SAP. Its primary functions include organizational management, personnel administration, training and event management, career and succession planning, employee evaluations, time management, and recruitment. SAP Supply Chain Management (SCM) integrates information and material flows within the demand and supply process. Basic functions and operations include purchasing, inventory control, materials standardization, storehouse operations, and transportation. SAP Finance and Reporting (FR) SAP implementation establishes an integrated financial management system that provides a global picture of the Companys financial resources and cash flows. This will creates efficient and cost beneficial processes for accounting, approval, reporting, and payment. The integration of Finance and Reporting business functions with other business processes (Material Management, Plant Maintenance, Projects System, etc.) provides an accounting and reporting environment where information is accurate, consistent and timely. SAP Business Intelligence (SAP BI) consists of human knowledge of business process, augmented with broad category of application programs and technologies for gathering, storing, analyzing, and controlling access to enterprise data. BI applications include activities of decision
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support, query and reporting, online analytical processing, statistical analysis, forecasting, and data mining. All are geared to help users to make more informed business decisions. Capabilities presented through BI help eliminating lot of guesswork and enhance communication while coordinating activities, and enable decision makers to respond quickly to any changes. SAP Project Management Information System (PMIS): It provides a sit of integrated applications and reporting geared specifically to the management of project estimates, value engineering, benchmarking, project controls and market analysis delivering timely decision support mechanisms to SA Project Management and other corporate stakeholders. SAP Computer Center in Collaboration with Project Support and Control Department has migrated the project estimating function to SAP thus facilitating the processing of the estimate request process and consolidating the development of all SA estimate types in SAP. Estimate history will reside in SAP and used for subsequent analysis and reporting. Outlook: It provides an integrated solution for managing and organizing e-mail messages, schedules, tasks, notes, contacts, and other information. Outlook 2007 delivers innovations you can use to manage your communications, organize your work, and work better with other Microsoft Office 2007 products all from one place. E- Learning: It provides on-line more than 300 inter active study programs are available OnLine to help participants grow in their field and become more effective leader. E-Commerce Baseness to Baseness (B2B) e-commerce allows Company employees to purchase goods on the Internet. Shoppers select items from the Saudi Aramco pre-approved suppliers' online catalog. Consumer-to-Consumer (C2C) e-commerce consists of individuals using the Internet to sell products and services directly to other individuals. An online auction in Saudi Aramco is a very good example of C2C. This is when consumer auctions goods to other consumers. Business to Employee (B2E) e-commerce generally refers to the requisitioning of supplies by employees for use in their jobs, but this really has grown to encompass much more.

B. DESCRIPTION OF WEB BASED SYSTEMS OR E-SERVICES Web Based Applications & Services: It provides IT solutions in support of corporate business objectives, using wide range of technologies, including document management and imaging, Geographical Information Systems (GIS), business process workflow, electronic forms, graphical design support for corporate Intranet, multimedia solutions and support for SA corporate Internet website. Document Management (DM): It controls lifecycle of a document from creation to retirement. It is important that corporate documents such as procedures, policies, and standards are updated in a secure environment that protects integrity and confidentiality of the contents. The examples of document management tools are Live link. Corporate customers may submit request for scanning & microfilming to convert hard copy of business documents such as engineering drawings, Maps that could be attached with original business documents, medical records, Accounting & Finance documents to digital images Tag Image Format or PDF or to Microfiche and aperture cards. Digital Images can be uploaded to Livelink, Document or master CD-ROM. The benefit of the Scanning & Microfilming services are space saving and legal archival storage. Workflow: Business process workflow is a model of work allocation, distribution and its step by step execution. It is an abstract model of business process management workflow. IT offers a
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wide range of workflow functions that will satisfy most user requirements. These functions include modeling of workflow processes via a graphical representation of the workflow, serial, parallel or nested routing and ad hoc routing of documents, folders and objects. Video Streaming Services: At SA, video streaming is a service technology which broadcasts both live and pre-recorded programs across the SA Intranet. Video Streaming / Live Event Broadcasts: In partnership with the Public Relations Department's Media Production Division, IT coordinates and hosts live events that are broadcast over the Intranet in real time. Video PostProduction Services / Digitizing: Videotapes and other electronic media files can be formatted for digital streaming and/or placement on the Saudi Aramco Video Library. For on-demand viewing using the Video Library the customer must have a trained person who can become their Video Liaison responsible for hosting and coordinating internal streamed media events. Engineering Drawing Services (EDS): The primary function of it is the implementation, customization, support and maintenance of the software used by Saudi Aramco for generating, modifying and storing engineering drawings and data associated with these drawings. Drafting Services: CADD engineering drawing and technical documentation support to all engineering, planning and admin groups within IT. Graphic Services (GS): Designing and developing for form and functionality. GS deliver innovative ideas that address modern business needs for successful communication - in website design, corporate presentations, multimedia, and interactive CD ROM packages. Corporate customers may submit requests for Graphic Designs Services Online for the following services:
y y

Graphic designs for various items like newsletters, posters, booklets, scrolls and others. Finishing / Binding Services like book binding, padding, wire binding, folding, saddle stitching / stapling and 2/3 hole punching etc. that may be required.

Imagery Services (IS): It is comprised of classes and enumerations that allow retrieving map imagery information, including imagery URLs. IT can provide digitally processed and enhanced satellite and aerial imagery. This rich data source can be used simply as an image backdrop to existing vector map data, or, through complex digital image processing techniques and manual digitization methods, become the mechanism for collecting and storing other forms of spatial information. To build business solutions for our clients, we provide consulting, technical support and training services with respect to imagery and digital image processing.

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C. BELOW WE WILL DISCUSS AN EXAMPLE HOW INFORMATION TECHNOLOGY HELP SA ACHIEVING COMPETITIVE ADVANTAGE: IT improved SA operations remarkably. Before the year of 2000, SA get used to run its operations manually such as financial transactions, drilling operations, oil tanker shipments, refining orders, oil and gas plants maintenance etc. Manual processes definitely affected SA competitive position in the international market. Therefore, SA decided to automate its processes at all levels through adopting a very reliable Integrated System (SAP) in 2000. SAP was customized to meet SA operation requirements and link it with its branches globally. By introducing SAP, it reduced the time lead to all kinds of transactions and increased the effectiveness of the company operations and in lieu improves the economy of Kingdom.
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IT helped SA perform its mission in different operation categories. However, we will discuss Material Supply as an example how IT improved SA to conduct its business effectively. B2B is part of SA Integrated System (SAP) which was adopted to ensure smooth flow of the required materials to SA to meet operation requirements. We will describe material supply procedures before and after introducing Integrated System in 2000 and comparison between two procedures. Manual Material Supply Procedures before introducing Integrated System (SAP) was divided mainly into two major categories: Developing and signing purchase agreements with local and international vendors. This is a primary step to establish legal purchase agreements with vendors to provide SA with necessary materials and spare parts to carry out its daily operation needs. Therefore, if a Saudi Aramco Department decided to have purchase agreements with a vendor to provide certain types of materials or spare parts for its daily operations, the following manual steps are followed: a) Department Manager sends letter to Purchasing Department (PD) requesting developing purchase agreement with qualified vendor to provide required materials. The letter includes adequate material specifications, estimated costs, quantity required and type of delivery. b) PD will search in the market for potential vendors and invite them for bidding. These invitations are done through official letters sent via ordinary mail or fax. PD will provide vendors with material specifications and quantities required to submit their bids accordingly. c) PD will open bids and send technical part of bids outlining the proposed materials specifications to the proponent department for technical assessments. d) Once vendors short listed to technically qualified vendors, other vendors' bids will be excluded from bidding. Then, PD will compare the prices of the technically qualified vendors to determine the winner. PD will sign a purchase agreement with winning vender. Material Procurement Procedures a) Department material handler has to fill in "Purchase Order" form by typewriter or manually. Then, obtain the signature of the proper approval authority. b) In this form, material handler will indicate types of requested materials, quantities, required date, and cost center and delivery location. The material handler will mail the approved purchase order to Purchasing Department. c) PD will assign a number to purchase order then it will forward the purchase order to the vendor via ordinary mail or SA carrier. The vendor will log the received purchase order in logging system. The vendor will pack the requested materials and ship to required location in Saudi Aramco.
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Manual Material Supply Procedures after introducing Integrated System (SAP) This is divided mainly into two major categories: Before developing purchase agreements with local and international vendors, SA requested these vendors to register in PD registration system and obtain a vendor identification number. In this registration system, vendors will provide required documents proving that they are legally registered in the Ministry of Trade, phone contacts, e-mails, faxes and other communications means to ease reaching these vendors later for any business events. Developing and signing purchase agreements with local and international vendors. a) Department material handler will create a "Material Agreement Development Requisition" using SAP transaction number ME51N to develop purchase agreement with qualified vendor to provide the required materials. b) In this development requisition, adequate material specifications, estimated costs, quantity required and type of delivery will be included. c) Once material handler completes all required fields in the development requisition, he will hit "Save" button and automatically the workflow will be triggered to approval list. d) Each approver will receive a system generated e-mail notifying him that there is an SAP transaction awaiting his approval. Once "Material Agreement Development Requisition is" approved, SAP will assign a requisition number to it. e) The purchase agreement administrator will receive an e-mail notifying him that a "Material Agreement Development Requisition" has arrived and awaiting PD action. f) The purchase agreement administrator, then, will run a search in SAP pool using search engine to short list all vendors who are specialized in requested materials. g) The purchase agreement administrator, then, will develop a "Request for Quotations" via SAP and send it electronically to desired vendors. The vendors will receive quotations invitations via e-mails. h) The purchase agreement administrator will arrange for a "Job Explanation Meeting" between vendors and SA department requested the development of this purchase agreement to ensure the material specifications are explained clearly to all vendors. i) Vendors will submit their quotations in excel files and also signed hard copies for legal purposes. j) Purchase agreement administrator will upload soft copies of vendors' quotations into SAP and it will arrange vendors' quotations from lowest to highest in terms of prices.

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k) SA sign purchase agreements with winning vendor. Winning vendor will be granted access to SA portal to view only purchase orders pertaining to his purchase agreement. Automated Material Procurement Procedures a) Department material handler will access SA B2B catalog and select all types of required material into a shopping cart indicated quantities desired. b) Once material handler completes shopping cart, he will put remarks explaining to next approver why this material is needed, then, save the shopping cart transaction. Once shopping cart saved, SAP will give it a material requisition number. c) After approver approves the material requisition, SAP will change material requisition to Purchase Order with specific number. The vendor will receive purchase order in SA portal and a material delivery document. d) The vendor will pack materials and ship them along with material delivery document. e) SA department requested materials will receive them and sign the material delivery document to indicate that the purchase order process is completed. The vendor will prepare invoice including material delivery documents and claim his payment from SA. Comparison between Manual Material Procurement Procedures and SAP B2B System No. MANUAL MATERIAL PROCUREMENT PROCEDURES SAP B2B SYSTEM

Hard for PD to ensure signature on the Access to B2B controlled by giving access purchase order hard copy is for an (login ID, password) to certain employees. authorized personnel or not. Purchasing Department will depend on Saudi Aramco department to ensure that the purchase order is signed by an authorized management personnel. Approval authority can be controlled by giving authority limits to management levels. (e.g., Division heads approve material up to $ 5,000. Department heads approve up to $10, 000, Vice Precedents approve $10,000 and above).

Time wasted to review material roster B2B catalog gives engine search capability, hard copies to find required materials material descriptions and pictures for more illustration in very fast manner. Difficult to follow up on particular Using SAP purchase order number, it is very purchase order hard copy as tracing easy to search for purchase order status via SAP. this document requires manual search.
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Difficult to make changes or cancel SAP B2B provides quick access to the purchase purchase order as it requires time to order and SAP will notify all parties of any find out where it is laying (with PD, change or cancellation. vendor or missed placed). The vendor provides hard copies Material delivery documents are bar coded invoices. PD review invoices manually whish ease the review and payment process. to ensure claimed prices are in line SAP B2B will give a quick reference. with prices outline in purchase agreement. Difficult to measure vendors' SAP B2B provides quick analysis for each performance in terms of how fast they vendor performance regarding delivery services. deliver the materials to Saudi Aramco. Analysis can be used to urge vendor to improve his delivery service and meet lead time outlined in purchase agreement. Also, this analysis can be used to exclude vendors with poor delivery performance from future purchase agreement. Slow and time consuming Fast and reliable process which remarkable improve SA operations and meet its customers inside and outside kingdom of Saudi Arabia. Due to lack of training skills, training Standard e-training courses provided all time. quality varies from trainer to another.

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Saudi Aramco SAP B2B catalog

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SAP B2B catalog search engine

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Sample of B2B Purchase Order

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Sample of Material Delivery Document

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E-Training provided For SAP B2B Users.

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D. INFORMATION TECHNOLOGY POLICIES IT policy consists of mission and vision. Many polices are provided to govern operation support for infrastructure such as Email-Use policy. Below are several statements within IT Department: Vision & Mission Statements: To create a combined effort between Information technology and Human Talent to excel and innovate in all our accomplishments, to deliver knowledge and information through value added solutions and reliable communication. Information Technologys Business Value Statement
y y y y y

Lets Make a Difference Together, Through Knowledge and Innovation, For Our Customers, With Pride, Every Day.

Information Technology Customer Care Center Department: Vision: IT Customer Care Center will exceed our customers expectations through innovative service, technology and constant communication. We are dedicated to an environment of team pride with individual empowerment and growth. We will proactively pursue our customers changing needs and offer personalized one-call service. Mission: The IT Customer Care Center strives for excellence in serving our valued customers. We seek to exceed our customers expectations by understanding their needs and their use of technology. We will define and measure performance goals and indicators, using cost effective processes and proficient service to enable their businesses. Guiding Principles: 1. Aspire to excellence embrace change and strive to improve (be a learning organization). 2. Accountability and Responsiveness Proactively interact with target customers. Be accountable for requests and responding in an accurate and timely manner. 3. Professionalism - To provide expert solutions and services by optimizing work processes. 4. HRs - Empower, support, respect and recognize excellence through rewarding. 5. Harness the power of information - Provide value through information. Corporate Applications Department Mission: Corporate Applications Department (CAD) creates business solutions using information technologies that complement and integrate with the core functions provided by the SAP suite of software products. These solutions support SAs core business processes and add
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value to the Company. The technologies used are selected for their ability to create cost-effective solutions and support SAs corporate IT strategies. Vision: CAD integrates information from different places so customers can make more effective decisions and improve operational performance. This approach generates operating economies and provides opportunities to optimize business practices. We have a wide range of technologies that can be connected together to create business solutions that let our customers change the way they do business. We remain committed to providing a world-class service by using industryleading technology and expertise to create value-added products and services for our customers. E. IT CAPITAL, OPERATIONAL EXPENDITURE, STAFF AND OTHER STATISTICS SA is very conservative in releasing and information regarding any investments, manpower or any information that might affect Saudi Aramco competition in the market or jeopardize the economy of kingdom of Saudi Arabia. SA internal General Instruction number 710.002 "classification of Sensitive information" prohibits releasing such information to unauthorized personnel even within the company. Employees violating this general instruction will be legally sued and their career with company will be put in risk. Recently, Saudi Aramco management makes a strong emphasis on complying with company policy of handling sensitive information.

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F. FEEDBACK ABOUT IT SERVICES IN SAUDI ARAMCO. The following information is a feedback from friends at work who are considered to by IT users. This section provides a survey to see the level of satisfaction in the company and ways to improve it. We included employees suggestions to enhance IT service. See the below screen shot indicating the requirement regarding sensitive information to non-authorized people. Brief description of your role/position

1. Maintenance Engineer - Office Services Personal 2. Customer Care Advocate Medical Department 3. HR Consultant HR Department 4. Fire and Security Supervisor - Safety and Industrial Security 5. Training Coordinator - Training Department 6. Auditor - Operational Audits 7. Financial Accountant 8. Pilot - Aviation Department 9. Senior Pollution Center Engineer - Marine Department 10. Buyer - Purchasing Department 11. Standardization Engineer - Projects & Strategic Purchasing Department 12. SAP/Computer/hydrocarbon Applications - Information Technology Department 13. Traffic Engineer Transportation Department 14. Environmental Engineer - Environmental Protection Department 15. Material Inspector - Inspection Department 16. Relief Valve Consultant - Consulting Services Department 17. Project Engineer - Project Management 18. Operation/Process Engineer - Pipelines and Distribution & Terminals 19. Operator/supervisor - Refinery Operations 20. Operator and Maintenance Engineer - Refinery Operation/Maintenance 21. Operation Engineer - Oil Operation Technical Support 22. Safety Adviser - Exploration Technical Services 23. Safety Coordinator - Drilling and Work-over Services 24. Operator/Supervisor - Gas Operations

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Which Department/Admin Area do you work Response Count Industrial Relations Finance Operations Services Engineering and Project Management Refinery, Marketing and International Exploration and Producing Others - Law Total 10 3 13 8 24 20 Zero 78

Response percent % 12.8 % 3.8 % 16.7 % 10.3 % 30.8 % 25.6 % 0.0 % 100

Number of years working in your field One Year & Less 1 3 Years 4 7 Years 7 10 Years 10 15 Years 15 Years and Above Others - Law Total

Response Count 2 6 9 13 17 31 Zero 78

Response Percent %) 2.6 % 7.7 % 11.5 % 16.7 % 21.8 % 39.70 % 0.0 % 100

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Perception in relation to IT service to your Department? Please rate the following statements by selecting appropriate choice, to indicate extent to which you agree/disagree with each statement? Strongly disagree IT performs the required service from the first time It provides its service at the time it promises to do so IT Staff gives prompt service Behavior of IT staff encourages confidence IT staff have the knowledge to answer your questions IT understands your business priorities and issues 0.0 % Disagree Unsure Agree Strongly Agree 0.0 % Rating Average 3.823.82

0.0 %

18.2%

81.8%

0.0 %

0.0 %

27.3%

72.7%

0.0 %

3.73

0.0% 0.0%

0.0% 0.0%

9.1% 27.3%

81.8% 72.7%

9.1% 0.0%

4.00 3.73

0.0%

0.0%

9.1%

81.8 %

9.1%

4.00 3.73

0.0%

0.0%

27.3%

72.7 %

0.0%

Please select one choice for each Strongly disagree How do you rate the overall service provided by IT? It provides its service at the time it promises to do so IT Staff gives prompt service Behavior of IT staff encourages confidence in you 0.0% Disagree Unsure Agree Strongly Agree 9.1% Rating Average 3.64

9.1%

27.3%

54.5%

0.0%

0.0%

27.3%

72.7%

0.0%

3.73

0.0% 0.0%

9.1% 0.0%

27.3% 36.4%

54.5% 54.5%

9.1% 9.1%

3.64 3.73

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How can IT Service be improved? 1. 2. 3. 4. 5. 6. 7. 8. No need for improvements. It is very good and up to date service. Provide educated representatives to train and educate to other departments Continue asking for feedback for IT users and implement good ideas and suggestions Arrange/coordinate conferences, campaigns and invite company representatives Developing IT staff to improve customer service and changing some of related systems Introducing new technology and provide training accordingly Encouraging employees & enroll them to IT courses which are related to their field Providing quick response and actions to IT technology

What kind of service you are looking for from IT? 1. 2. 3. 4. 5. 6. 7. Excellent service (Customer Relationship Service) Computerize the jobs and functions as much as possible Making IT easy to follow ( making it a simple tool for achieving departments goal Appreciate and encourage IT staff which will improve the service to the end users Giving Training and education for other departments Creating a web site with details about new technology available at the market Provide advanced technology systems to serve employees within & outside the company

G. MAJOR CHALLENGES AND ISSUES FACING IT IN SAUDI ARAMCO A huge increase in the performance-to-price ratio of information technology in the last 30 years led to extensive and innovative use of IT. However, the same rapid technological change quickly makes existing hardware and software obsolete. This places most organizations on a treadmill with equipment and staff skills that are becoming obsolete, while experiencing a shortage of cutting-edge skills and technologies. Given the rapid pace of change, SA IT cannot hope to predict future information technologies any more precisely than other organizations. The only thing known for sure is that technologies will continue to change, and probably at an increasing rate of speed. Information technology products, services, and skills will quickly become obsolete if not regularly updated. Consequently, SA IT must plan for change by using life-cycle budgeting and creating a technical infrastructure that focuses on flexibility and scalability. IT virus protection is essential to keep high IT reliability. A virus is a program or piece of code designed to replicate itself which may be attached to an application. A virus is a malicious
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software program designed to destroy or damage information on computers. Some viruses cause no damage apart from reproducing, but significant number is specifically designed to cause data loss or to compromise the confidentiality of files by sending copies of them to others. Likewise, worms spread quickly and reside in memory, slowing down or disabling business computer. Potential sources of viruses include shared media such as floppy disks or CD-ROMs, electronic mail (including, but not limited to, files attached to messages), and software or documents copied over networks such as the campus network, the Internet, and over P2P applications and Web popup. A virus infection is almost always costly to the organization whether through the loss of data (possibly permanent), staff time to recover a system, or the delay of important work. The Internet offers access to a wealth of information that can be personally, professionally and culturally enriching. The Internet is a vast and unregulated information network. It enables access to ideas, information, images and commentary beyond the confines of SA policies. Maintaining a harmonious and a professional working environment, Information Technology in Saudi Aramco requires continuous monitoring against offensive material that expose employees to sexual oriented material, sensitive political issues and religious hatred. H. INFORMATION TECHNOLOGY BUSINESS PERCEPTION A survey to measure SA IT business perception was conducted. Perception for more than coworkers in various engineering and operation departments have been gathered and averaged in an attempt to capture and measure the IT service quality level at various SA organizations. The focus group was professionals who utilize IT Services and support on day to day basis. Field workers who spend very little or no time with computers have been phased out from this survey. The questionnaire list was answered by SA employees working in different departments. Respondents highly appraised IT services. Assigning favorable high scores toward IT performs the required service right the first time, IT provides services at the time it promises to do so and IT employee give prompt service. IT Employees behavior instills confidence, they have knowledge to answer questions and understand business. Respondents still assigned very competitive scores in rating services, systems and applications provided by IT. Respondents have all agreed that IT should align its strategic development and planning to focus on applications that can make end user job more efficient.

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I. FINDINGS IT provide essential role in supporting SA operation. It implemented several information systems to support the organization control and decision making process. SA IT is online with the latest technology that is dramatically growing up. It has six departments reporting to a vice president supporting other departments and facilities. The survey results indicates services provided by IT is ranked excellent in many categories. The overall satisfactory of systems and applications developed by IT was high. IT has an excellent reputation within SA employees. E- Commerce was successfully implemented. Many applications currently carried through SAP. All key employees within organization were provided with required communication tool and training to perform required jobs faster and easier. IT provides its services to a wide geographical area such as or offices in USA, Korea, Japan, UK and UAE. The Companys structure deployed in an efficient manner and it did provide the required support. On the other hand the staffing was understaffed. The outsourcing option is under process in some of the IT services. This will help the company to reduce the cost. Also, some IT services stopped where some are not exists anymore like cable office unit. Other processes where changed such as Customer Relationship Management which was replaced by SAP system. Another example of outsourcing is the elimination of the request processing group. The technological infrastructure for IT is adequate and it support the information technology needs for the business. IT provides services within their limitation. IT also will disregard any sort of technology which is not a cost effective or a service that are not related to the business. Examples of these services are: not providing messenger or programs which are not licensed, however, they are free trial) REFERENCE

1. http://prd.aramco.com.sa/MIS/mis.asp 2. http://sapcc.aramco.com.sa/sapeto/default.asp 3. http://it.aramco.com.sa/data/mainPage/UsefulLinks.asp 4. http://info.aramcoservices.com/C8/HOW/Lists/TD/AllItems.aspx 5. http://errsd.aramco.com.sa/hr/files/Communications_Brief2_Version.pdf 6. http://hronline.aramco.com.sa

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