Improving Customer Service through Reengineering - PowerPoint PPT Presentation

Improving Customer Service through Reengineering

Practicing Oil Analysis

Tulsa OK

1. Business Process Reengineering Study

• Review current business processes in Lab
• Examine opportunities for reengineering using IT
• Produce Assessment report documenting findings

2. Technical Feasibility

• Review existing system functionality
• Produce user requirements document
• Assess feasibility of a solution

• 1 week on site at Customer
• 2 weeks writing report
• 2 Consultants
• Interviewed 12 staff

1

2

3

Goals

Opportunity

Assessment

Plan &

Control

Strategic

Benchmarking /

Best Practices

Opportunity ?

Business

Process Review /

Reengineering

Quantify

Operational

Brainstorming

Prioritized

Schedule

Maintenance

Goal 1..N

KPI

1. Data Entry and Administration

• Current systems requires extensive manual processes which absorb scarce resources and delay the overall process of getting results to customers. System has many bottlenecks. Error prone due to pushing the limits of system and people.

2. Analysis and Interpretation

• Analysts do not have the tools required to perform their jobs efficiently. Have to review every sample - not using IT to screen “ok” samples. Causes frustration and delays.

3. Information Collaboration

• Opportunity to use the advantage of the internet to share oil analysis data for all customers.

4. Customer Service

• Opportunities exist to re-engineer the process from taking of sample to receipt of recommendations to reduce turn-around time and cost per sample by improved efficiency and reduced data entry.

5. Supply Chain Integration

• Architecture driven approach will align systems with business strategy.

6. Size is a Strategic Advantage

• Labs are discrete non-integrated units from a data perspective. This can be used as a strategic advantage through use of IT (eg: Cognos). At the moment it is a hindrance.

Dingo e-Business Strategy

“The ability for site maintenance people to share data and collaborate via the internet to solve business (maintenance) problems with external experts.”

Ive just received an

alert. The iron

is up in Engine 301

Any ideas?

Equipment Dealer

Support Engineer

Perth, WA

The

piston liners

could need replacement.

Internet

Customer

Maintenance planner

Kalgoorlie, WA

We’ve seen this at other

customers. We had great

results with ...

Lubricant Supplier

Lubricant Engineer

Melbourne, VIC

Policies,environment, safety, production

-context from other systems

Business

Results!

• recommendations
• action taken
• cost savings result

• case studies
• group reporting
• tips and hints

Engineers research

and publish globally

via intranet

Finish

Global

Database

Start

• raw data
• low value
• high volume

• information
• higher value
• generic rules

Site Condition

Monitoring Data

Experts Collaborate &

Analyze Data

Before

After

Site A

Site A

Site B

Oil Analysis

Vibration Analysis

Thermography

Site B

Microsoft DNA Architecture

MS SQL & Web server

Single global, multi site, multi application database

Corporate HQ

Oil Analysis

Vibration Analysis

MaintenanceGuy.com

Enterprise

Asset Management

Alert

Work Request

Assets

Assets

History

History

Other

Other

Event History

Work Orders

• World first collaborative web product
• Leading Web component Architecture
• Intranet portal for Maintenance Staff
• Single large database
• Multi-site, Multi lingual
• Data Portability
• Multiple technologies
• Re-Engineering Principles applied to the Web
• Able to access data on multiple machines that are geographically dispersed
• Can connect to legacy systems on other operating system platforms
• WAN’s, Internet and low speed connections supported

• Leading edge technology in maintenance
• Improved asset performance
• Asset life cycle cost reduction
• Global improvement in Condition Monitoring standards
• Reduced parts and labour costs for oil drains
• Faster problem resolution through real time collaboration
• Reduced system administration and overhead

• Reduced Total Cost of Ownership (TCO)
• Improved Support
• Reduced Risk of downtime
• Increased Ability to Respond to Changing Customer Requirements (eg: bandwidth, software updates)
• Focus on core business

Web Server Cluster

Application Server Cluster

Internet

Web Servers

Client

Zero Install Web Browser Client

Connection from 28.8kbs Dial Up

World Wide

Application Servers

Internet

Database

Direct Link

ISDN, DDS, Frame Relay, Optic Fibre

Secure Direct Connection Available

Multiple Redundant 155mb Internet Links

Routers

Outer Firewall

Multiple Redundant Servers

Gigabit Server Network

Inner Firewall

Multiple Redundant Servers

Failover Redundancy

Database Server

Raid 5

Hot Swap

Redundant Failover

Redundant Fibre Channel Controller

Fibre Channel

Drive Arrays

1. Flexible - "easily vary system installations"

2. Scalable - "designed to handle rapid increase in business activity"

3. Interoperable - "easily integrate with existing and legacy systems"

4. Secure - "utilize & enhance industry standard security by design"

5. Cost Effective - "reduces or alleviates expensive client licensing, installation costs & TCO"

6. Reusable - "methodology allows for maximum reuse of components and reduced development time frames"

7. Sound Methodology - "improved system by design"

• Total Contract Price
• Monthly service fee
• per customer
• per customer site
• per user
• Fee Per sample
• Fee Per Transaction
• per customer page view
• based on volume of data
• per sample viewed
• Others?

• Integration with Business systems for automatic creation of work orders
• Bi-directional Integration with customer EAM systems for work requests and events
• Data mining of data using Cognos
• Load sharing between labs