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1. Company 2. Integrated 3. Upstream 4. Downstream 5. Projects & 6. Corporate 7. World 8.

Data
overview Gas Technology segment map

4. DOWNSTREAM

Our Downstream business consists of Oil Products and 55 Downstream overview


Chemicals activities. They form part of an integrated 57 Oil Products
value chain that trades and refines crude oil and other 61 In Focus: Convenience retail
feedstocks into products that are moved and marketed 62 Chemicals
around the world for domestic, industrial and transport
use. The products we sell include gasoline, diesel,
heating oil, aviation fuel, marine fuel, biofuel,
lubricants, bitumen and sulphur and we provide
electric-vehicle charging points. We also produce and
sell petrochemicals for industrial use worldwide.

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1. Company 2. Integrated 3. Upstream 4. Downstream 5. Projects & 6. Corporate 7. World 8. Data
overview Gas Technology segment map

DOWNSTREAM OVERVIEW

DIVESTMENTS
Cash flow from operations
In the Kingdom of Saudi Arabia, we completed the sale of our 50%

$7.3

interest in Shell Saudi Arabia (Refining) Limited (SASREF), a joint
billion venture in Jubail Industrial City, to Saudi Arabian Oil Company
(Saudi Aramco) for $631 million.
Availability ▪ In the USA, our subsidiary Equilon Enterprises LLC, doing business as

91%
weighted average for refineries and
Shell Oil Products US, announced in June 2019 that we reached an
agreement for the sale of Martinez Refinery in California to PBF
Holding Company LLC for a $1.0 billion consideration. The sale was
chemical plants concluded in February 2020 in exchange for $1.2 billion which
includes the refinery and inventory.
Retail sites ▪ Also in the USA, in March 2020, we announced our intention to sell

45,000
Shell-branded retail sites, serving more than
the Puget Sound refinery in Washington and the Mobile site in
Alabama.

30 million customers daily

Barrels of crude traded

10
Downstream key statistics
2019 2018 2017 2016 2015
million
CCS earnings ($ million), of which: 6,277 7,601 8,258 6,588 10,243
per day Oil Products 5,798 5,717 5,576 4,940 8,654
Chemicals 479 1,884 2,682 1,648 1,589
Refineries CCS earnings excluding identified items ($ million) 6,680 7,567 9,082 7,243 9,748

15 in operation
delivering 2.5 million barrels of refined
Cash flow from operating activities ($ million)
Oil Products sales volumes (thousand b/d)
Chemicals sales volumes (thousand tonnes)
7,296
6,561
15,223
13,928
6,783
17,644
12,429
6,599
18,239
3,556
6,483
17,292
14,076
6,432
17,148
products per day Refinery processing intake (thousand b/d) 2,564 2,648 2,572 2,701 2,805
Refinery availability (%) 91 91 91 90 90

Global lubricant supplier Chemical plant availability (%) 89 93 92 90 85

#1
Cash capital expenditure ($ million) 8,926 7,408 6,090 5,925 5,117
Capital employed ($ million) 70,859 56,633 56,431 52,672 46,280
[A] [A][B] [A][B] [A]
Employees (thousands) [A] 36 39 42 46 43
for 13 consecutive years [A] Excludes employees seconded to joint ventures and associates.
[B] As revised.

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1. Company 2. Integrated 3. Upstream 4. Downstream 5. Projects & 6. Corporate 7. World 8. Data
overview Gas Technology segment map

DOWNSTREAM OVERVIEW continued

Downstream CCS earnings and ROACE [A] Downstream cash capital expenditure
$ billion % $ billion
10 20 10

b
5 10 5
b

a
a

0 0 0
2015 2016 2017 2018 2019 2015 2016 2017 2018 2019

a Marketing c Chemicals a Non-growth


b Refining & Trading ROACE (RHS) b Growth

[A] Earnings and ROACE on CCS basis excluding identified items.

56 Shell 2019 Investors' Handbook 2015-2019


1. Company 2. Integrated 3. Upstream 4. Downstream 5. Projects & 6. Corporate 7. World 8. Data
overview Gas Technology segment map

OIL PRODUCTS

Trading and Chemicals. We have operating hubs in Rotterdam,


Singapore and the US Gulf Coast, and there are some structurally
advantaged sites in other locations. Across our portfolio, Shell can
process around 2.5 million barrels of crude oil a day into a wide range
of products, including petrochemicals, gasoline, diesel, heating oil,
aviation fuel, marine fuel, lubricants, LPG, sulphur and bitumen. Around
41% of our refining capacity is in the Americas, with 42% in Europe
and Africa, and 17% in Asia and Oceania.

Our refineries can operate flexibly, allowing us to adjust what they


make so we can sell the most economically advantageous mix of
products. We are also investing in targeted projects at some of our
refineries to further enhance our competitive edge.

Refining plays a key role in powering Shell’s global, customer-focused


Shell retail site Downstream value chain. The flexibility, scale and geographic spread Pernis refining and chemicals complex, Rotterdam, the Netherlands
of our refining portfolio support Shell’s Trading and Supply business to
competitively supply our Marketing businesses and external customers.
Oil Products is a market-facing business within Shell's Leading longer. For example, we created a digital early warning system at our
Six of our refineries are deeply integrated with Shell’s stand-alone
Transition theme. We aim to extend the leading position we have in the Pernis refinery that uses predictive analytics and machine-learning
chemicals manufacturing sites. Five refineries also produce
industry as we thrive through the energy transition. The integrated algorithms to monitor the status of valves in real time. Since coming
petrochemicals. This integration allows us to optimise how we use our
nature of the Oil Products business and our trading optimisation online in late 2018, this digital early warning system has identified
resources. Our Norco and Deer Park refineries on the US Gulf Coast,
capabilities make it resilient to market downturns. It is strongly problems with two separate valves that our employees were able to fix,
for example, produce high-value oil products and provide secure,
positioned to offer new customer choices in response to energy system preventing unplanned downtime. If the valves had failed, Pernis would
advantaged feedstocks for the nearby Shell-operated Geismar
changes, allowing it to play an important role in meeting the have experienced a material cost. We are replicating this technology
chemicals manufacturing plant.
challenges of the energy transition. across the portfolio, including at our Jurong Island manufacturing site in
Improvements in efficiency and operational reliability are helping to Singapore and at select upstream operations.
Our Oil Products business, together with our integrated Trading and
increase profitability and reduce CO2 emissions. In Germany, we are
Refining portfolio, is expected to deliver ROACE of more than 15% and TRADING AND SUPPLY
building a power plant in our Rhineland refinery and chemicals
organic free cash flow of between $8 billion and $9 billion per year by Shell Trading and Supply is one of the largest energy trading
complex that is expected to lead to a reduction of 100 thousand
2025 at $60 per barrel (real terms 2016) and mid-cycle operations in the world. This global organisation combines our network
tonnes of CO2 emissions per year. Residual heat from our Pernis
Downstream conditions. of trading companies, industry-leading shipping and maritime
integrated refining and chemicals complex in the Netherlands provides
capabilities, and a network of supply and distribution activities, as
heat and hot water to 16 thousand homes in Rotterdam, allowing the
REFINING AND TRADING integrator and optimiser.
city to reduce its GHG emissions by around 35 thousand tonnes
REFINING
a year. Through our main trading offices in London, Houston, Singapore, Dubai
We have interests in 15 refineries worldwide, after the completion of
the sale of the Martinez refinery in February 2020. In recent years we and Rotterdam, we trade crude oil, natural gas, LNG, electricity,
We are also deploying advanced digital technologies across our
have sought to unlock value by achieving closer integration with Shell refined products, chemical feedstocks and environmental products. We
refineries to help keep our equipment running safely and efficiently for
have the experience and international scope to deliver sustained,

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overview Gas Technology segment map

OIL PRODUCTS continued

growing cash returns by capitalising on trading opportunities inherent Every day, more than 30 million customers visit these sites to buy fuel,
in Shell’s asset and market positions around the world. convenience items including beverages and fresh food, and services,
such as lubricant changes and car washes. We offer our business
Operating in around 30 countries, with more than 125 Shell and joint customers Shell Fleet Solutions, a ‘one-stop-shop’ for their mobility and
venture terminals, we believe our supply and distribution infrastructure energy transition needs, providing items including fuel cards, road
is well positioned to make deliveries around the world. This includes services and carbon-neutral offers. All of this is delivered by a team of
supplying feedstocks for our refineries and chemical plants, and approximately 500 thousand dedicated, passionate Service
finished products such as gasoline, diesel and aviation fuel to our Champions on Shell-branded forecourts around the world.
Marketing businesses and customers.
The breadth of our operations gives us opportunities to connect with
Our Shipping & Maritime business has a high level of expertise and our customers in the online and offline worlds. Increasingly we are
decades of experience. It is responsible for ensuring that all our global merging the two. The Shell App has around two million active users in
maritime activities are safely managed, including a fleet of around 40 35 markets and was the first mobile fuel payment service that allowed
LNG carriers and 10 oil tankers. In addition, we typically have more customers to pay for fuel from their mobile phones.
than 230 oil and LNG vessels on time charter. There are around 2,000
vessels associated with Shell on the water on any given day, including We have more than 100 years’ experience in fuel development. Aided
the ships, barges, drilling rigs, supply boats, FPSOs, and floating by our innovative partnership with Scuderia Ferrari, we have
storage and regasification units. concentrated on developing fuels with special formulations designed to
clean engines and improve performance. We sold such fuels under the
Our trading capability, deep market knowledge, global portfolio and Shell V-Power brand in 62 countries as at the end of 2019.
end-to-end integration within Shell effectively create opportunities to
deliver value for our customers and for Shell across our Upstream, In a growing number of markets, we are offering customers lower-
Downstream and Integrated Gas businesses. emission solutions, including biofuels, electric-vehicle fast-charging,
hydrogen and various gaseous fuels like LNG. During 2019, we
MARKETING introduced carbon-neutral driving in the Netherlands and the UK,
Marketing represents Shell’s customer-facing businesses: Retail and through which we offset customers’ emissions by purchasing carbon
Global Commercial. Our products are marketed around the world for credits generated from projects that plant and protect nature like
domestic, industrial and transport use and include transport fuels, forests, wetlands and other natural ecosystems.
lubricants, bitumen, sulphur, and convenience retail.
As one of the largest retailers worldwide, Shell Retail is uniquely
RETAIL positioned to capitalise on major trends in mobility and convenience Shell mobile App, Pay at Pump service
Shell is the world’s largest mobility retailer, by number of sites, with 45 retail. Our network keeps growing, and by 2025, we are planning to
thousand service stations operating in close to 80 countries at the end have 55 thousand Shell service stations in more than 90 countries,
of 2019. This is more sites than McDonalds or Zara, Carrefour, reaching more than 40 million customers every day. Key growth
Starbucks and GAP put together. We operate different models across markets such as China, India, Indonesia, Mexico and Russia will have a
these markets, from full ownership of retail sites through to brand significant role in our future expansion – as we continue making life’s
licensing agreements. journeys better for all our customers.

58 Shell 2019 Investors' Handbook 2015-2019


1. Company 2. Integrated 3. Upstream 4. Downstream 5. Projects & 6. Corporate 7. World 8. Data
overview Gas Technology segment map

OIL PRODUCTS continued

GLOBAL COMMERCIAL Aviation


Global Commercial is Shell’s business-to-business organisation which Shell Aviation has a refuelling and lubricants presence across more
serves one million business customers. It comprises three businesses – than 60 countries. Customers range from private pilots to the world’s
Lubricants, Specialties (Bitumen and Sulphur) and Aviation. All have largest airlines. Shell Aviation offers customers solutions to assist with
unique scale, strength of brand and capabilities. reducing their emissions generated by the combustion of the fuel.

Lubricants BIOFUELS
Across more than 150 markets, we produce, market and sell technically The international market for biofuels is growing, driven largely by the
advanced lubricants for passenger cars, motorcycles, trucks, coaches, need to reduce GHG emissions from transport, but also to improve
and machinery used in the manufacturing, mining, power generation, energy security and support the agricultural sector. Sustainable
agriculture and construction sectors. We have a global lubricants biofuels are expected to play an increasingly important role in helping
supply chain with a network of four base oil manufacturing plants, 29 to meet fuel needs and reduce CO2 emissions.
lubricant blending plants, nine grease plants and four GTL base oil
storage hubs. Through our marine activities, we primarily provide Today, we are one of the world’s largest blenders and distributors of
lubricants, but also fuels and related technical services, to the shipping biofuels. We continue to build capacity in conventional biofuels that
and maritime sectors. We supply around 210 grades of lubricants and meet our corporate and social responsibility criteria. In 2019, we Helix Ultra Lubricants being inspected at Grasbrook Lubricants Centre,
blended more than 10 billion litres of biofuels into our petrol and diesel Germany
six types of fuel to vessels worldwide, ranging from large ocean-going
tankers to small fishing boats. worldwide. The production, purchase, trading, storage, blending and
distribution of biofuels are part of our everyday business. renewable natural gas, for use in natural-gas-fuelled vehicles. In 2018,
Specialties we announced plans to expand the JC Biomethane plant in Oregon,
Shell Bitumen supplies customers across 52 markets and provides In 2011, Shell and Cosan launched the Raízen biofuels joint venture
USA, which we acquired in the same year. The plant transforms
enough bitumen to resurface 500 kilometres of road lanes every day. (Shell interest 50%) in Brazil to produce ethanol, sugar and electricity,
organic waste into methane-rich biogas through anaerobic digestion.
Shell Bitumen is used on various road surfaces around the world, from and to supply, distribute and sell transport fuels. With a production
urban roads and motorways to airport runways and Formula One capacity of more than 2.5 billion litres a year of ethanol from sugar In 2019, Shell announced that it will support SkyNRG to develop
racetracks. Shell is a leader in bitumen technology and has developed cane, Raízen is one of the world’s largest sugar-cane ethanol Europe’s first dedicated sustainable aviation fuel (SAF) production
innovative bitumen products that can be mixed and laid at lower producers. The deal marked our first move into the mass production of plant. Together with World Energy, we have agreements with Air
temperatures than conventional asphalt, which helps reduce energy biofuels. In 2015, Raízen opened a second-generation biofuels plant, France and Lufthansa to fuel their flights from San Francisco
use and CO2 emissions. which uses technology from our earlier programmes with Iogen Energy. International Airport. The type of sustainable aviation fuel we supply
In 2019, Raízen produced 2.5 billion litres of ethanol and 3.8 million can reduce CO2 emissions by up to 85% compared with conventional
Shell Sulphur Solutions is a business that manages the complete value tonnes of sugar from sugar cane. The JV also produced 19.5 million jet fuel.
chain of sulphur, from refining to marketing. The business provides litres of second-generation ethanol from sugar-cane bagasse – (residue
sulphur for use in applications such as fertilisers, mining and chemicals. from the initial extraction process) – that was obtained from a facility
It also develops new technologies for sulphur that benefit sectors such that is integrated with the Costa Pinto mill.
as agriculture. Shell’s patented Thiogro technologies have been used
to produce nearly 1.5 million tonnes of sulphur-enhanced fertilisers, We continue to invest in the research and development of new ways to
resulting in increased crop yields that help feed the world’s produce biofuels from sustainable feedstocks, such as wastes and
growing population. cellulosic biomass from non-food crops. We are also investing in

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1. Company 2. Integrated 3. Upstream 4. Downstream 5. Projects & 6. Corporate 7. World 8. Data
overview Gas Technology segment map

OIL PRODUCTS continued

PIPELINES Shell Midstream Partners portfolio


Shell Pipeline Company LP (Shell interest 100%) owns and operates 10
Anacortes
tank farms across the USA. It transports more than 2 billion barrels of
crude oil and refined products a year through about 6,000 kilometres Seattle

of pipelines in the Gulf of Mexico and five US states. Our various non-
LOUISIANA MISSISSIPPI
Shell-operated ownership interests provide about a further 14,000 Baton Rouge
pipeline kilometres. Norco/
Portland Convent
St. Charles
St. James
We carry more than 40 types of crude oil and more than 20 grades of
Lake Erath Alliance
gasoline, as well as diesel, aviation fuel, chemicals and ethylene. Des Plaines
Charles Houma MP 69P
Clovelly
Lockport
Shell Midstream Partners, L.P., a midstream master limited partnership,
GULF OF Caillou
owns, operates, develops and acquires pipelines and other midstream MEXICO Island
assets in the USA. Its assets consist of interests in entities that own
crude oil and refined products pipelines and terminals that serve as key
GC19
infrastructure to transport onshore and offshore crude oil production to SMI 205A
Gulf Coast and Midwest refining markets. It also delivers refined
products from those markets to major demand centres. Its assets also
include interests in entities that own natural gas and refinery gas
pipelines that transport offshore natural gas to market hubs and deliver
refinery gas from refineries and plants to chemicals sites along the Gulf
Coast. Shell controls the general partner.
Permian Basin
Gas Gathering

Colex

TERMINALS & GATHERING &


OFFSHORE ONSHORE
STORAGE PROCESSING

• Amberjack • Mattox • Bengal • LOCAP • Anacortes • Norco • Permian Basin Gas Gathering
• Auger • Na Kika • Colonial • Refinery • Colex • Portland
• Cleopatra • Odyssey • Delta Gas Pipelines • Des Plaines • Seattle
• Endymion • Poseidon • Explorer • Zydeco • Lockport
• Mars • Proteus

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1. Company 2. Integrated 3. Upstream 4. Downstream 5. Projects & 6. Corporate 7. World 8. Data
overview Gas Technology segment map

IN FOCUS: CONVENIENCE RETAIL

In response to evolving customer lifestyles we are rapidly increasing ▪ self


self-ser
-servvice cchec
heckk out/one
out/one-s
-sttop-shop: with Bingo Box in China
our range of convenience products and services across Shell service customers can self-serve and play in our deli-café, or in Malaysia
stations worldwide to make our customers’ lives easier and their they can use the facilities of a fully unmanned store;
journeys better. By 2025, our ambition is to generate 50% of our ▪ bec
becoming
oming #1 de
desstina
tination
tion ffor
or cus
custtomer
omerss: by teaming up with well-
margin share from products and services beyond fuel. We will achieve known brands like Freshii in Canada, Pizza Hut in Russia, Billa in the
this by making our Shell service stations a retail destination that Czech Republic and Austria, Waitrose in the UK and Migrolino in
enriches the customer's day and contributes to a more Switzerland;
sustainable tomorrow.
▪ connec
onnected
ted while ‘‘on
on tthe
he go
go’:’: by using digital technology to enable
In North-West Europe, more than 50% of our customers make customers to pay for their fuel from their car; to pre-order food and
purchases other than fuel. We are always seeking to innovate and drinks from their car in Turkey and India; and to benefit from free
increase our range of convenience products and services for our WiFi while using Shell Recharge services in Singapore;
30 million customers per day, across 45 thousand Shell-branded ▪ ma
maximising
ximising ccon
onvvenience ffor
or cer
certtain ttype
ypess of cus
custtomer
omer:: by adapting
service stations worldwide. We believe that collaborating with other stations in India to cater for the huge volume of two-wheeler drivers
well-known brands such as Coca-Cola, Costa Coffee, Red Bull and and in the Philippines, co-creating ‘Shell Mango’ – a study area for
Unilever will help us achieve this growth, as will initiatives such as: students on the second floor of our Shell Select building; and Convenience retail, deli by Shell

▪ car and bik


bikee ser
servvicing
icing:: through our network of quality car washes
▪ ‘on tthe
he go
go’’ ffood
ood and be
bevver
eraage
gess: through our fastest-growing
and Shell lubricants service bays. ▪ elimina
eliminating
ting unnece
unnecess
ssar
aryy sing
single
le-use
-use pla
plasstic and enc
encour
oura
aging rreuse
euse:: by
category deli by Shell (and/or local variants in over 15 markets
initiatives such as replacing all plastic carrier bags in the UK with
including offers in Europe, Canada, South Africa, Malaysia, We aim to minimise waste and help customers reduce, reuse, and certified compostable bags made from cornstarch and replacing
Thailand, Philippines, Singapore and China), deli2go brands and our recycle on-the-go: plastic straws in Malaysia with an alternative.
partnership with chef Jamie Oliver in the UK;
▪ sus
susttainable pac
packkaging
ging:: by being committed to ensuring 100% of our Shell is looking for ways to identify and meet customers’ evolving
▪ food and drdrink
inkss deliv
deliver
eryy: through innovative digital pilot projects
deli by Shell range packaging is widely recyclable and made from at needs. This means being agile, nimble, data-driven and, above all,
such as Deliveroo in the UK and Singapore and deli2order being
least 50% recycled content by 2025. Packaging for our Jamie Oliver customer-centric in our decision-making. It also means evolving the
available as an in-car service while filling up at two premium fuel
deli by Shell range is made from recycled material – up to 90% products and services we offer, elevating Shell-branded sites beyond
sites in Thailand and seven sites in India;
recycled polyethylene terephthalate plastic (rPET) – and has clear people’s traditional expectations of a service station into genuine
▪ collec
ollectt and pic
pickk-up point
pointss: by offering Amazon lockers in the UK and
labelling to help customers dispose of it responsibly; retail destinations.
piloting pick-up points with DHL in Hungary, trialling Click ‘n’ Collect
▪ reducing ffood
ood wwa
aste
te:: by partnering with innovative start-up and
service in Turkey and using our UK network for drop-off points for
social enterprises like, for example in the Netherlands, 'Too Good To Shell was recognised in 2019 (by the US-based National Association
parcel returns;
Go', an app allowing customers to buy surplus food at a third of the of Convenience Stores), as the European industry leader for
normal price when it would otherwise have gone to waste; and transforming our retail business beyond fuels into a full-service
convenience retailer.

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overview Gas Technology segment map

CHEMICALS

Chemicals is one of Shell’s Leading Transition themes. Petrochemicals North America to produce polyethylene at scale. Commercial
are vital to our evolving modern society, being found in offices, cars production is expected to begin early this decade.
and homes. Demand for petrochemicals is set to grow above GDP
growth levels, with chemical products expected to play a role in We are a founding member of the Alliance to End Plastic Waste, which
lowering the carbon intensity of the global economy. They are less intends to invest about $1.5 billion over five years to help end plastic
resource-intensive compared with alternatives and they are lighter, pollution. The alliance is a major effort by global companies like Shell
which enables energy efficiencies. The Chemicals business will help to minimise and manage plastic waste, and to develop solutions for
Shell thrive through the energy transition. used plastics by helping to create a circular economy.

Chemicals produced by Shell are used by customers to manufacture In 2019, we announced our ambition to use 1 million tonnes of plastic
thousands of final products such as: furniture, clothes, household waste as feedstock at our global chemical plants by 2025. This is a big
appliances and packaging, shampoo and smartphones. Many of them step towards building a circular economy by using plastic waste to
use fewer resources and have a lower carbon footprint than the glass, produce chemicals. The first of our plants to do this in 2019 was Norco
paper or metal products they replace. High-performance insulation, in Louisiana, USA, where we successfully used oil made from plastic
synthetic textiles, and low-temperature detergents, for instance, all save waste to produce chemicals. We intend to scale up the technology and
energy and avoid CO2 emissions. deploy it at our other chemical plants in Europe, Asia and North
America, gradually achieving world-scale production by 2025.
Our plants produce a range of base chemicals, including ethylene,
propylene and aromatics, and intermediate chemicals such as styrene Our Chemicals business is expected to deliver between $2 billion and
monomer, propylene oxide, solvents, detergent alcohols, ethylene $3 billion organic free cash flow per year by 2025 at $60 per barrel
oxide and ethylene glycol. We have the capacity to produce around (real terms 2016) and mid-cycle Downstream conditions, representing
6.5 million tonnes of ethylene a year. In 2019, we supplied more than a ROACE of around 15%.
15 million tonnes of petrochemicals to around one thousand industrial
customers worldwide.

We operate 10 chemical plants worldwide and have a global balance


of locations, feedstocks and products that allows us to capture
commercial opportunities and get through cycles of lower margins. We
use oil from Shell refineries in the US Gulf Coast, the Netherlands,
Germany, Singapore and Canada. Our joint venture complex in China
benefits from deep integration with the adjacent China National
Offshore Oil Corporation (CNOOC) oil refinery.

We are making good progress in the construction of our major


petrochemicals complex in Pennsylvania, USA. Once construction is
completed, the site will have 1.6 million tonnes per annum polyethylene
capacity and will use ethane from the low-cost shale gas basin in

Geismar Chemical Plant, Louisiana, USA

62 Shell 2019 Investors' Handbook 2015-2019

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