Re-engineering transformer maintenance processes to improve customized service delivery

Abstract

The outage of a transformer in a power generation system will generally result in a shutdown of the entire system. Consequentially, large amounts of revenue are lost to the plant owner with a substantial negative impact on the civil community and industrial customers. This paper analyzes the current maintenance practices (i.e., an as-is process model) of a transformer manufacturing company, which provides maintenance services to power generation plants and reports the major weaknesses in current business practices. The maintenance weaknesses include isolated processes and paper based information communication. These inefficient processes result in service delays, cost increases, and inappropriate responses to customers’ specific requests and complaints. To improve the efficiency and flexibility of the entire transformer maintenance service system, an e-integration approach is implemented with three key tasks. First, the current business processes are re-engineered to provide an improved (to-be) business model. Then, we replace paper based documentation methods with an electronic filing system for efficient and cost-effective information exchange. Afterward, the improved process model is implemented as an Internet based system to enhance the interactions among the transformer manufacturer, end-users, and service contractors for customized maintenance services. The case study demonstrates that implementing the e-integration approach increases the efficiency and effectiveness of the customized maintenance services.

Keywords

Business Processes Reengineering (BPR) / after-sales services / transformers / engineering asset maintenance / power industry

References

[1] Bitner M.J.. Services marketing: perspectives on service excellence. Journal of Retailing, 1997, 73(1): 3-6.

[2] Chan A.P.C., Chan A.P.L.. Key performance indicators for measuring construction success. Benchmarking, 2004, 11: 203-221.

[3] CIEAM (CRC for Integrated Engineering Asset Management). Available via DIALOG. http://www.cieam.com/. Cited February 16, 2010

[4] Frolov V., Ma L., Sun Y., Bandara W.. Amadi-Echendu J.. Identifying core function of asset management. Engineering asset management review, Vol. 1, 2010, London: Springer-Verlag

[5] Frolov V., Megel D., Bandara W., Sun Y., Ma L.. Building an ontology and process architecture for engineering asset management. the 4th World Congress on Engineering Asset Management, 86–87, Athens, Greece, September, 28–30, 2009, 2009, London Ltd: Springer-Verlag

[6] Gaiardelli P., Saccani N., Songini L.. Performance measurement of the after-sales service network: evidence from the automotive industry. Computers in Industry, 2007, 58(7): 698-708.

[7] Gursel I., Sariyildiz S., Akin, Stouffs R.. Modeling and visualization of lifecycle building performance assessment. Advanced Engineering Informatics, 2009, 23: 396-417.

[8] Hammer M.. Re-engineering work: don’t automate, obliterate. Harvard Business Review, 1990, 68: 104-112.

[9] Hung M.H., Chen K.Y., Ho R.W., Cheng F.T.. Development of an e-diagnostics/maintenance framework for semiconductor factories with security considerations. Advanced Engineering Informatics, 2003, 17: 165-178.

[10] ICE. (2005). Oil-filled electrical equipment — Sampling of gases and of oil for analysis of free and dissolved gases — Guidance. ICE International Standards 60567

[11] IEEE Power and Energy Society. (2009). IEEE guide for the interpretation of gases generated in oil-immersed transformers. IEEE STD c57 104

[12] INCOME. (2000). INCOME PROCESS DESIGNER User Manual. Karlsbad, Germany

[13] Jain H., Reddy B.. Layered architecture for assembling business applications from distributed components. Journal of System Science and Systems Engineering, 2004, 13(1): 60-77.

[14] Lapworth J., McGrail T.. Transformer failure modes and planned replacement. IEE Digest, 1998, 510: 9-15.

[15] Ma, L., Sun, Y. & Mathew, J. (2007). Asset management process and its representation. In: the 2nd World Congress on Engineering Asset Management, 1354–1363, Harrogate, United Kingdom, June 11–14, 2007, Coxmoor Publishing Company

[16] Sun, Y., Ma, L. & Mathew, J. (2007). Asset management processes: modeling, evaluation and integration. In: the 2nd World Congress on Engineering Asset Management: 1847–1856, Harrogate, United Kingdom, June 11–14, 2007, Coxmoor Publishing Company

[17] Sun Y., Ma L., Mathew J., Wang W.Y., Zhang S.. Mechanical systems hazard estimation using condition monitoring. Mechanical Systems and Signal Processing, 2006, 20(5): 1189-1201.

[18] Tien J.. On integration and adaptation in complex service systems. Journal of Systems Science and Systems Engineering., 2008, 17(4): 385-415.

[19] Trappey, A.J.C. & Ni, W.C. (2009). A negotiation strategy of collaborative maintenance chain and its multi-agent system design and development. In: the Proceedings of the International Conference on Concurrent Engineering

[20] Zhang Q.Y., Cao M.. Business process reengineering for flexibility and innovation in manufacturing. Industrial Management and Data Systems, 2002, 102: 146-152.