Lubricants

Totals operations cover every phase of the oil industry, including crude oil and natural gas exploration and production, downstream
01 41 27 88 88 - RCS PARIS B 401 767 124 - Fvrier 2005 - Crdit photo : J. Burlot Borowski Campagne Etai La Belle Bleue P. Latron A. Papas L. Zylberman Photothque Total

gas, transport, refining and marketing of petroleum products and international crude oil and petroleum product trading. Total is also a major player in the chemical industry.

TOTAL LUBRIFIANTS Immeuble le Diamant 16, rue de la Rpublique 92922 Paris La Dfense Cedex Tl. 01 41 35 40 00

More informations: www.lubrifiants.total.com www.lubrifiants.elf.com

Summary

A world class oil

and gas operator

A world class oil and gas operator Lubricants a complex and multi-faceted activity Research the driving force of innovation Base oils a global view for maximum optimization Production and logistics geared to market needs Health, quality, safety, environment and sustainable development commitments and actions A pivotal player in the global market Automobiles and motorcycles meeting new challenges everyday Heavy duties markets solutions for everyone Lubricants and specialties for industry a dedicated organization for each market Motor sports a competitive and technological challenge Marine lubricants a worldwide supply network People, values

In Exploration-Production, Total is the 4th largest oil and gas producer, ranking no 1 in Africa and 2nd in the Middle East.
Oil and gas production: 2.54 million barrels of crude oil equivalent/day. Reserves: 11.40 billion barrels of crude oil equivalent/day. Investments: 5.3 billion. The Upstream Division employs 14.017 staff.

Upstream
EXPLORATION, PRODUCTION, LIQUEFIED NATURAL GAS, DOWNSTREAM GAS, ELECTRICITY, COAL AND OTHER ENERGIES
The North Sea, Africa and the Middle East are Totals three main production areas and it is also present in the Americas and Southeast Asia. The Group is one of the biggest players in the gas market, thanks to its strong position in the liquefied natural gas (LNG) sector and the development of its activities in Europe, the Middle East and Latin America in gas distribution and electricity generated by gas combined cycle power plants and renewable energies.

Downstream
REFINING, MARKETING, TRADING AND SHIPPING
Total owns shares in 28 refineries (including 13 operated directly). Its retail network, mainly based in Europe and Africa, distributes two well-known brands of fuel. As Europes leading refining and marketing company, the Group has one of the most competitive integrated infrastructures, well adapted to new European standards for product specifications. Outside Europe, priority is given to growth markets the Mediterranean basin, Asia and Africa (where it is the continents leading retailer), and specialty products: LPG, aviation fuels, marine, lubricants, special fluids, bitumen and heavy fuel oils.

Chemicals
PETROCHEMICALS, FERTILIZERS, SPECIALTIES, ELASTOMER PROCESSING AND ARKEMA
The Total Chemicals Division ranks among the European and world leaders in each of its markets and the petrochemical units benefit from their integration with the Groups refining activities. Arkema, which will eventually become independent, consolidates vinyl products, industrial chemicals and high performance products. Mainly located in Europe and the United States, the Chemicals Division is a choice partner in a wide range of industries; from automobiles and transport, to packaging, construction and civil engineering, sports and leisure, hygiene and health, water, paper, electronics, agriculture, etc.

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In Refining-Marketing, Total is 1st in Europe and 2nd in Africa.

Refining capacity: 2.7 million barrels/day. Retail network: 15.839 service stations under the TOTAL and ELF brands. Product sales (including Trading and the Groups net share in CEPSA 45.3%): 3.7 million barrels/day.

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Investments: 1.2 billion. The Downstream Division employs 34.410 staff.

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In Chemicals, Total is one of the largest integrated producers in the world.

Investments: 1.1 billion.

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Total has 61.212 employees in its Chemicals Division (in its consolidated perimeter).

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Figures as of 31.12.2003.

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Lubricants
Many people view lubricants as products to be purchased from a garage or service station and added to the engine from time to time the less frequently the better. However, beneath the packaging, lubricants are a skillful blend of base oils and additives chosen to provide specific properties and performances.
Lubricants are a highly complex specialization that involve a wide range of technical applications, capable of satisfying the most exacting requirements, and need an extensive array of production facilities. What is more, all this is done in a market teeming with dozens of major actors, where products must conform to increasingly severe specifications in a context where global growth has come to a halt. The lubricants market is governed by technical specifications and certification procedures grouped in a body of international regulations. What is more, engine manufacturers for all types of vehicle formulate their own technical requirements and certification tests, the most recent of which are always more stringent than those they replace.

a complex and multi-faceted activity

DIVERSIFIED APPLICATIONS
One of the most striking features of the lubricants segment is the remarkably diverse range of applications for which the products are used. Although lubricants for engines, transmissions and gears initially come to mind, oils also exist for heat treatment, thermal insulation, metalworking, turbines, mold release, textile applications and also in processes used in the composition of other industrial, medical and cosmetic products. Furthermore, Total can supply greases for every application in Europe and the rest of the world, and has over a thousand industrial formulations.

ADAPTING TO THE MARKET

The existence of so many product formulations reflects the diversity of the global market for mechanical and industrial equipment. The types of need that characterize the Indian market, for example, are quite different from those in America and Europe. In a country that is virtually a continent unto itself,

the latest technologies exist alongside the most ancient, creating the need for a very broad range of product qualities and techniques. Dozens of different

types of packaging are used, reflecting local practices, types of applications and quantities used. For example, grease used to lubricate a machine bearing cannot be marketed in the same way as an engine lubricant or one for container barges, which are delivered in bulk by road tanker.

Research
It takes a dynamic and sustained Research and Development (R&D) policy to produce lubricants that offer both high performance to the user while respecting the environment. Convincing customers, especially those in industry, requires that products be tested to prove their efficiency. Test specifications are therefore formulated jointly, with the tests being carried out both at the customers facilities and at the Groups own research centers.
DEDICATED RESEARCH FACILITIES
The Lubricants R&D teams are based at two main research centers. The Solaize Research Center in southeast France is one of Europes foremost lubricant research facilities and develops product formulations for testing on engine test benches. The Gonfreville Research Center focuses on processes and develops pilot units to test new processes. Other products are developed in laboratories in Germany, Asia and the United States in order to provide the best response for customers in their respective local markets.

the driving force of innovation

SPECIALIST EXPERTISE
The research teams bring together chemists, tribologists and mechanical engineers equipped with computer controlled test benches. These test benches can reproduce the severest operating conditions in order to optimize product performance. Total and Elf lubricants are tested in conformity with international and OEM specifications before final testing in vehicle fleets.

STRENGTHENING ENVIRONMENTAL PERFORMANCE PERMANENT DIALOG WITH OUTSIDE PARTNERS

Total Lubricants has set up research partnerships with vehicle manufacturers, industrial vehicle constructors and equipment manufacturers. Such agreements are protected by confidentiality clauses and also cover motor sports. From the outset of every research project, the R&D teams incorporate environmental parameters resulting from product use, such as toxicity hazards related to end of life cycles (biodegradability, recycling and disposal).

A DIRECT IMPACT ON PRODUCTS

Total Lubricants R&D activities have allowed it to launch a large number of innovative products on the market, such as recently with its range of fuel-economy lubricants. These products, such as the 5W30 grade engine oil for passenger vehicles and Fuel Economy for truck drive trains (a family of products for engines, transmissions and axles), significantly contribute towards reducing fuel consumption and limiting the environmental impact of vehicle use. Product testing (the measurement of fuel consumption and emissions)

was performed by UTAC, an independent body, in accordance with test protocols defined by European legislation. Product innovations resulting from these ongoing research programs have also benefited other sectors such as aviation, shipping, agriculture (multifunctional oils), fishing, industry, metalworking and food processing.

Base oils
Refining base oils requires dedicated and costly infrastructures. Total is one of the few oil companies to have sufficient capacity to produce the entire range of base oils capable of satisfying the needs of all its customers in more than 50 countries. Its expertise in processing throughout the production line guarantees products of optimal quality.
PROCESS AND PRODUCTION EXPERTISE
Base oils are manufactured in lube oil plants which are small scale versions of a conventional crude oil refinery consisting of different process units, i.e. distillation, deasphalting, dearomatization, dewaxing and hydrogenation. Feedstock, which undergoes strict quality control procedures, is produced either by the basic refining process of atmospheric distillation, or by hydrocracking, which yields the so-called hydrocracked base oils needed to formulate the most advanced lubricants. The Groups base oil production activities have been awarded ISO 9001 certification, as have all Totals lubricant operations.

a global view for maximum optimization

A STRATEGIC POSITION
Total has enough capacity to produce all the base oils required by its markets. Every year Gonfreville Refinery, near Le Havre, yields more than 500,000 tons to which must be

added another 120,000 tons from Dunkirk Refinery, in which Total has a 40% stake. This geographically strategic position permits supplying the main blending and packaging plants in France and northwestern Europe. What is more, the port of Le Havre is also a major shipping hub, supplying blending plants in other regions of the world. In addition to these production facilities under direct management are those managed by subsidiaries located in south Europe and Africa that can be easily supplied by ship.

A WORLDWIDE SUPPLY CHAIN

Procurements for the Groups European blending plants are managed on a world scale by international teams. This global vision of resources is essential to ensure economic optimization and the quality of finished products marketed around the world.

Production and logistics

The lubricant production (blending) and packaging plants are supplied with base oils from refineries and additives. The lubricants contain from 75% to 90% of base oils blended with additives and are marketed around the world under the Groups brands, namely Total and Elf.
AN INTERNATIONAL SUPPLY CHAIN
The supply chain covers every step of the process, from the procurement of specific raw materials (base oils, additives, packaging), the production of lubricants at dedicated sites, storage in bulk and packages to final delivery to the end customer. The entire operation of this chain is dedicated to satisfying the customers needs in terms of product, packaging and logistics. The chains smooth operation also depends on acceptable economic conditions, hence the constant need for optimization and rationalization. All the players in the chain share the same concern for safety, whether related to the choice of raw materials, the operation of the Groups plants or the choice of subcontractors. Ensuring environmental protection and quality are also requirements for supply chain management and all the sites are currently being awarded international certification (ISO 9001 for quality and ISO 14001 for the environment).

geared to market needs

PRODUCTION: TWO MAJOR SITES

In Europe Total has 2 major production sites at Rouen in France and at Ertvelde in Belgium. They produce more than 150,000 tons of lubricants per year and rank among the biggest European sites. Production is piloted via the latest technology while workflow management ensures efficient and economic operation. Fully aware of its customers needs, Total has national production sites in Europe, the Middle East, Asia and America. They all share the same requirements for quality and performance and are dedicated to meeting the specific needs of each market.

AND DEDICATED SITES

Total also operates sites specialized in producing specialty lubricants and associated products that require specific installations and know-how. Mention can be made of greases, of which Total is one of the largest European producers, antifreezes and cooling fluids, metalworking oils, food quality products and dedicated products for the textile industry.

LOGISTICS: ENSURING QUALITY AND KEEPING TO LEAD-TIMES

Logistics is an essential link in the supply chain since it comes into direct contact with the customers. The priorities of working within lead-times and ensuring product quality are the same, whether deliveries entail bulk or packaged shipments, ranging from a single box to a full tanker truck. This activity is carried out by specialized players (storage and transport) whose performance is monitored by high precision piloting indicators.

Lastly, Total has a team of experts at hand to construct and upgrade its industrial facilities. They assist the production units in the areas of safety, operations and designs related to optimizing and rationalizing the entire supply chain (purchasing, production, storage and delivery).

Health, quality, safety, environment and sustainable development

All the Groups production facilities have been certified ISO 9000 while safety (ISRS) and environment (ISO 14001 standard) programs are being extended to all the plants.
QUALITY
Being awarded its international ISO/TS 16949 certification (2002 version) automobile constructor quality standard in December 2003, made Total Lubricants the only Refining and Marketing entity to have won such recognition. Total Lubricants also saw the renewal of its ISO 9001 certification (2000 version) during the same audit in December 2003. The supply of first-fill oils to PSA, Renault, Opel, Ford, General Motors, Toyota and Nissan has also led to the application of this certification to the blending facilities of USM/Rouen, Ertvelde (Belgium), Imprator (Baisieux), Normandy Refinery, Ferrybridge (United Kingdom) and its subsidiary in Brazil. This ambition to constantly improve our capacity for satisfying all our customers needs received even greater impetus at the beginning of 2004, with the launching of the Management by Permanent Progress (MPP) program. and RTO) will have achieved the extension of the said system. Linden American site, audited according to the OSHA quality standard, has gained the star level. The other lubricants sites are also taking the necessary steps to obtain a similar ISRS or OSHA recognition before the end of 2006. Total Lubricants has also applied the Group Safety Directive related to car risks. In particular it prohibits mobile phone use while driving, and limits maximum daily driving time to 5 hours.

commitments and actions

ENVIRONMENT
Respect of the individual, safety and the protection of ecosystems are core concerns for Total Lubricants. Normandy Refinery, Ptronaphte, Beverwijk, Schoten, Ertvelde, Rouen, P&S, Imperator and Duba have already been certified to the international environmental standard ISO 14001.

Total Lubricants aims to extend this environmental policy to all its lubricants plants, with Normanplast and Linden in 2005, and then RTO and the other North American sites before the end of 2006.

SUSTAINABLE DEVELOPMENT
Total Lubricants participates in reducing pollutant gas emissions (with the Rubia Gas range specially adapted to gas engines) and fuel consumption (with the Fuel Economy range). The new Total City Line range, designed for urban transport fleets equipped with particle filters, guarantees respect for the latest environmental standards. Total Lubrificants has also developed a range of biodegradable oils (Total Chainbio in forestry and Total Neptuna for fishing and shipping). In addition, Total Lubricants undertakes not to use, manufacture or sell toxic or very inflammable products and works to reduce the sale of formulae toxic for the environment. Lastly, Total Lubricants contributes

towards collecting and recycling used oils and its action in recovering soiled packaging is ample proof of its commitment to sustainable development.

SAFETY
Total Lubricants has made an active commitment to the safety of its blending operations by setting up the International Safety Rating System (ISRS) and its North American equivalent (OSHA). Normanplast, USM/Rouen, Ertvelde, Ptrole et Synthse, Imprator and Beverwijk plants which are being audited, as of today, according to the ISRS quality standard, have obtained high levels of recognition (between 5 and 8). By the end of 2005, three other industrial sites (Ptronaphte, Schoten

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A pivotal player
Present around the globe, Total tailors its product distribution to the configuration of each local market. This presence can take the form of subsidiaries, joint ventures, local partnerships and mass distribution outlets.

in the global market

Subsidiaries Agents

GLOBAL GEOGRAPHIC COVERAGE

Total is the fifth largest player in the world lubricants market. Leader in France, the Group ranks 2nd in Africa and 4th in Europe. It supplies 16% of the European automobile market, 10% of the world marine lubricants market (ranking 5th) and is one of the foremost European refiners of base oils. Total also controls a significant market share of the industrial lubricants market.

Total markets landbased lubricants in 150 countries around the world. In more than 90 of these countries lubricants are sold by multi-product or dedicated local subsidiaries. In some cases, such as in Korea, these companies are joint-ventures managed with local partners. Total also sells lubricants in 60 countries via agents.

This global network ensures Totals presence in every emerging market and service to global customers in industry, such as the automobile sector.

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Automobiles and motorcycles

What can a lubricant do for an engine? Many things, of course. Not only do lubricants protect engines from wear, transmit power and facilitate gear shifting, they also contribute to fuel economy. Total develops new oils with ever-higher performance levels (particularly in terms of oxidation resistance) to extend engine life.
IMPORTANT PARTNERSHIPS WITH RENAULT AND PSA
For many years, the Elf and Total brands have been involved in partnerships with Renault as well as with the PeugeotCitron Group. Car manufacturer endorsements of Elf and Total brand lubricants are issued in exchange for dedicated research projects carried out by the Group every year within the framework of jointly defined programs. The partnerships also reflect the Groups close ties with these constructors after-sales networks. Total is also interested in building alliances with other world-class car manufacturers.

meeting new challenges everyday

AN EFFICIENT NETWORK
In France, Total and Elf brand lubricants are distributed via networks of car dealerships and repair garages, which account for more than 10,000 customers. The Groups lubricants reach an additional 6,000 customers via mass-market channels. Total is one of the main suppliers of firstfill engine lubricants, transmission oils and greases to the PeugeotCitron Group. Its long-standing relationship with Renault, and more recently with Nissan, has positioned Total to meet the alliances needs worldwide, i.e. in the European Union (France, Spain, UK), Turkey, Slovenia, Mexico, South America, United States and Japan.

FOCUSING ON SERVICE
Total takes a proactive approach to developing new services on behalf of its car manufacturer customers. Having observed that drivers demand a more flexible supply of car maintenance, with fast service and package deals, the Group joined forces with car manufacturers to develop an oil change package and to outfit garages service bays. In line with the same strategy, Total now offers its own used car guarantee on top of that issued by the vehicle manufacturer. Likewise, Total also advises dealership networks on how to optimize their oil change offering.

MOTO ELF: MADE FOR WINNERS

The MOTO Elf brand was created to emphasize the Groups determination to position itself in the two-wheeled vehicle market. Aware of the needs of motorcyclists with its offer of a full range of maintenance products and specialties, MOTO Elf is now recognized as a brand for experts and has been the official supplier of motorcycle oils for the Paris-Dakar rally since 2003. Used for many functions, often under extreme conditions for thousands of

kilometers, MOTO Elf brand lubricants satisfy the specific requirements of motorcycles, from lubricating pistons running at 18,000 rpm, ensuring maximum power transmission through the clutch, and maximum mechanical efficiency at the rear wheel. Endorsed by the most prestigious teams and riders, MOTO Elf lubricants are authentic high-tech products dedicated to fans of high speed and endurance racing.

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Heavy duties markets

For Total, there is not one but many types of commercial clientele. Whether operators of trucks, fishing boats, earthmoving equipment or farm tractors, every user can count on finding products and related services fully tailored to his needs.
Through its retail sales of automotive diesel fuel, the Group is especially familiar with this market and knows just how crucial operating costs are to owners of trucking companies. Totals lubricants segment has pioneered three main innovations that enable trucking companies to cut costs, i.e. cutting consumption costs by Fuel Eco and preventive maintenance; maintenance costs by extending oil change intervals; and repair costs.

solutions for everyone

LAND TRANSPORT: THREE MAJOR INNOVATIONS

concept comprising two hightech multifunction oils permitting far simpler maintenance and less downtime.

AGRICULTURE AND FISHING: A WHOLE RANGE FROM MULTIFUNCTION TO DEDICATED OILS

Obliged by European standards to reduce engine emissions, constructors are developing new technologies that make everhigher demands on lubricant quality and resistance. Consequently Total has developed tailor-made solutions. For example, for agriculture, Total offers multifunctional lubricants capable of lubricating engines, hydraulic systems, gearboxes and brakes incorporating the latest technologies. By contrast,

CONSTRUCTION EQUIPMENT: MINIMIZING DOWNTIME

This is one sector of activity in which professionals know just how big an impact maintenance has on construction equipment. To minimize downtime, Total not only offers specific lubricants adapted to every component (engine, gearbox, hydraulic system, axles, etc.), but it also offers an innovative

ANAC is a diagnostic tool designed to satisfy the needs of vehicle manufacturers and industry. It determines the wear status of mechanical components, thereby permitting evaluation of their service life. The tool was designed for the managers and maintenance coordinators of commercial vehicle fleets, dealership networks, users of industrial machinery, farm machinery, fishing boats and inland navigation craft. It is also used by the R&D and after-sales departments of many vehicle manufacturers.

a cocktail of specific oils adapted to the most demanding equipment has been developed for the fishing industry and river and rail transport.

by the use of its products, design of storage and transport equipment, analysis kits and oil extractors. All these services help maintenance managers reach their profitability targets.

RELATED SERVICES: ENSURING COST-EFFECTIVE MAINTENANCE

In addition to the ANAC program, Total Lubricants offers commercial customers a range of related services such as the treatment of wastes generated

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Lubricants and specialties for industry

a dedicated organization for each market
The Groups line of products for industrial applications meets the highest quality standards and evolves continually to conform to changing regulatory requirements and standards. Organized according to market sector, Industrial Lubricants teams propose solutions appropriate for each customer segment.
A VARIETY OF APPLICATIONS
Total lubricants target a wide variety of industrial sectors, including aviation, food processing, paper, board, chemicals, engineering and construction, energy, steelmaking, mining and metalworking materials. Each of these sectors involves a considerable range of machinery: compressors, turbines, transformers, machinetools, hydraulic transmissions, textile machines, etc. For these applications, Total offers a remarkably full range of more than 450 products. What is more, the Group also intends to penetrate emerging markets such as those for biodegradable and food-grade lubricants.

A SOLUTION FOR EVERY PROBLEM

Total strives to develop a dedicated response for each sector of activity. The word solution not only covers the products but also the measurement of their technical and economic performance. This entails satisfying the demands of industry in terms of product quality, cost-effectiveness, the safety of personnel, sustainable performance and environmental protection.

INTEGRATED SERVICES TO OPTIMIZE PRODUCT USE

The staff of the Total Industrial Lubricants department supply more than just products. They also offer an integrated range of services to help customers optimize their use of those products and attain their profitability targets. Thus Lubiana, the service for analyzing oils in service permits monitoring the efficiency of both machine and lubricant. Total has also developed TIG XP5, a software tool that permits optimal surveillance of equipment by regular monitoring and scheduling of lubrication and maintenance. Finally, Total enters into fluid management contracts under which it provides comprehensive services to its customers in each sector.

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Motor sports
Entering the demanding world of motor sports means meeting the challenge of grueling conditions and measuring performance against that of competing brands. The considerable R&D resources devoted to Formula 1, the World Rally Championship, and other motor sports arenas, in partnership with French vehicle manufacturers, have led to the development of top quality lubricants. The gains in engine power afforded by these lubricants can now be precisely quantified.
BRANDS THAT STAND FOR COMPETITION
With the Total and Elf brands, the Group has now become a major international player in motor sports. The best car and motorcycle racing teams place their trust in Total which provides them with its potential for research, creativity and logistical power. These major sports partnerships constitute an exceptional test bench for fuels and lubricants, allowing research teams to adapt formulations to perform under the extreme conditions demanded by racing.

a competitive and technological challenge

PARTNERSHIP WITH RENAULT IN FORMULA 1

The Renault-Elf team won five successive world championship constructor titles and new challenges now lie ahead for these two partners which returned to the Formula 1 racing circuits in 2001. Once again, this thrilling adventure offers exciting opportunities to showcase the Groups know-how and technological leadership. The Group also participates in Renault 3,5 and Formula 2000 racing and European rally Championships.

PSA AND TOTAL, A VICTORIOUS RALLY PARTNERSHIP

The Peugeot-Total and CitronTotal teams have climbed the highest steps of the World Rally Championships podium since 2001. Total also assists its partners in all their sports programs: French, European and World Super 1600 Cups, and the French rally and rallycross championships.

MOTORCYCLE RACING: AN IMPRESSIVE TRACK RECORD

The Group played an active role in the 250cc World Speedway Championship in 2004 with Randy De PUNIET. Teaming up with the best in a number of different racing disciplines speedway, endurance, trial and rally raid the Groups brands can boast over a dozen world championship titles and has an impressive track record for its efforts.

OTHER EVENTS
Total (as official sponsor) and Elf (as official supplier to motorcyclists) are also partners of ASO for the Paris-Dakar rally, and Total is partner of ACO (Automobile Club pour lOuest) for the Le Mans 24-hour race, via a brand image contract. Total is also the main partner of the TOTAL PHARAONS International Cross-Country Rally, organized by Jacky ICKX and scheduled to be incorporated in the World Rally Raid Cup in 2005.

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Marine lubricants
The joint venture formed by and managed by the Group has established an international presence over the years via a dedicated network of subsidiaries and partners. Lubmarine relies on this network to bring the worlds ship owners and charterers a range of high quality products and services.
Manufactured under stringent quality control procedures in blending units around the world, Lubmarines products incorporate the innovative technologies developed by the Total Research Center at Solaize (France). All the products are formulated with the aims of meeting the specific constraints of shipping: they are characterized by exceptional performance in terms of thermal stability, oxidation, resistance and extreme pressure properties. They also guarantee engine cleanliness and protection and corrosive wear. Lubmarine products are approved by the worlds leading engine manufacturers.

a worldwide supply network

PRODUCTS DESIGNED FOR THE SHIPPING INDUSTRY

LOGISTICS TAILORED TO EACH TYPE OF DEMAND

On the logistics level, Total Lubmarine has the capability to deliver products to each of these ports thanks to its highly responsive and performance oriented logistics organization. Broadly, deliveries come from one of 65 blending plants, all of which (whether Group, partner or third party owned) operate to strict quality standards. From these plants, Total Lubmarine deploys the logistical resources appropriate for the specific port and market (with products delivered in drum, tanker truck, barge, etc.).

A GLOBAL NETWORK
Today, Total Lubmarine markets tailored lubricant supply-chain solutions to shipping companies around the world. It has operations in 70 countries, meaning more than 700 ports, via a novel network of subsidiaries, partners and agents. Set up some forty years ago, this network allows Lubmarine to hold more than 10% of the world market and is set to expand in the years ahead.

This logistics organization is optimized according to source and/or delivery point, but also to reflect the specific operating requirements of the ships (container barges, bulk carriers, tankers, gas tankers, ocean liners, ferries, etc.). Thanks to this flexible organization, charterers and ship owners around the world have access to the quality of Total Lubmarine products.

SUPPORT AND SERVICE

Every Total Lubmarine customer receives a lubrication guide for each ship. The guide details which product is needed for each engine part and auxiliary equipment. Customers are then entitled to an in-service oil analysis program that issues results within 24 hours, after processing oil samples at three locations

(Rotterdam, Singapore and Houston) and transmitting them over the Internet (www.diagomarplus.com). With the global nature of the merchant shipping sector, new Internet-based technologies will undoubtedly become a pillar of effective customer relations and Total Lubmarine has already made a firm commitment in this direction (www.lubmarine.com).

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People, values
The 4,800 men and women working in Lubricants jobs pool their expertise in teams comprising technical, commercial, production, logistics and R&D functions. Sticking to Total Lubricants values, their collective aim is to provide customers with quality products and services.

USTOMERS SATISFACTION

This means ensuring the customer a delivery in due time of products technically adapted to his needs. Thanks to the customer oriented call center, we do our best to answer all the enquiries. We want to make sure our production and logistics operations fully match the needs of our customers.

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rofessionalism

Safe and performing oils that our customers may safely choose. In order to reach this aim, nothing is to be left to chance: neither the definition of the customers needs, nor the tools to be used in the marketing. We have to achieve excellence wherever we operate, since ships cannot wait until their next port of call.

ompetitiveness

Facing the needs and evolutions of the market, we always search the means to produce at the best availability/cost ratio. Our aim is to always acquire the best base oils at the best prices for the Group.

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NNOVATION

Thanks to innovation and technological progress, we create new products, we improve the present ones and we operate the leading research developments. The advances achieved through research in motor sports lead to improving the lubricants used by the man in the street.

rowth

Growth must be found where it is: on the international scale, in Asia of course, in Eastern countries in which opportunities are still to be grasped. Although our teams in the United Arab Emirates are staffed by at least ten different nationalities, they all share the same goal of customer satisfaction.

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