2013 Honeywell Users Group Americas. Protect your Software Investment with New Advanced Software Services

Transcription

1 2013 Honeywell Users Group Americas Protect your Software Investment with New Advanced Software Services 1

2 Agenda 1. Challenges of supporting Advanced Software Applications and sustaining their benefits 2. How to successfully sustain, improve and extend the benefits from advanced applications 3. The new shape of After Market Services 4. Share some best practices and case studies that are delivering long-term results Goal: To deliver an effective sustainment program 2

3 Sustainability defined What Wikipedia Says Capacity to endure and remain productive over time Long-term maintenance of responsibility that has environmental, economic and social dimensions Stewardship and the responsible management of resources 3

4 Today s Challenges Reducing Total Cost of Ownership Optimizing or Sustaining Performance Change Management Knowledge Management Sometimes it is like being between a Rock and a Hard Place 4

5 The Sustainability Problem Managing Skilled Resources: Deal with scarce resources Knowledge retention Work with trusted partners Leverage technology Efficient Knowledge Transfer: End user handover & acceptance Awareness / training / knowledge of the software and its application Consistency for Multi-site support Maintaining Applications: Latest functionality Avoiding obsolescence Sustaining performance and uptime Safeguarding investments Effective Management: Changes to plant, processes, people and equipment Incidents & problems Proactive change management Consistent asset mgmt strategies 5

6 Benefits (as % of original) Understanding the High Cost of Neglect 120 Attractive investment with good initial benefits 100 Potential for rapid degradation of benefits without proper monitoring and maintenance Position after circa 12 months No Maintenance 50% loss 20 No Maintenance Basic Maintenance Reactive Maintenance Basic Maintenance Reactive maintenance Proactive Maintenance Opportunity Assessment 20% loss 10% loss 5% loss +5% gain Proactive Maintenance Opportunity Assessment Time (months) Related to sample data: Results will depend on many factors, so indicative only. applications can quickly degrade to yield nominal benefits of <25% if they are not properly monitored and maintained from point of installation Customer, Honeywell Users Group Forum 6

7 Benefits (as % of original) Understanding the High Cost of Neglect 120 Attractive investment with good initial benefits 100 Potential for rapid degradation of benefits without proper monitoring and maintenance A combination of tools, work processes and engineering expertise are required to truly sustain the benefits from using Advanced Applications 20 No Maintenance Basic Maintenance Reactive Maintenance Proactive Maintenance Opportunity Assessment Time (months) applications can quickly degrade to yield nominal benefits of <25% if they are not properly monitored and maintained from point of installation Customer, Honeywell Users Group Forum 7

8 The Support Concern in a Nutshell Benefits can rapidly decline without proper focus Skilled support resources are difficult to find & retain Not addressing support factors early enough greatly lowers the probability of sustaining benefits Often an afterthought DESIGN IMPLEMENT OPERATE MAINTAIN Complex, Expensive Applications That Are Not Delivering Results 8

9 The Support Solution in a Nutshell Address application support early in the lifecycle Work maintenance aspects in parallel with original delivery Use best practice support methodologies to ensure long-term success DESIGN IMPLEMENT OPERATE MAINTAIN Explicitly Address Support Issues in All Phases of Implementation 9

10 Benefit Guardianship Tiered Services

11 Benefits Guardianship Tiered Services BGP Managed BGP Plus BGP On demand services to provide technical resources for non-periodic activities BGP Managed: Outcome based service Proactive & Accountable Operations run at peak performance Maximizes return on technology investments Increases profit at plant or business level BGP Plus: Extended engineering led service Reactive & Proactive Increases application uptime Improves process performance and safety Faster problem resolution BGP: Foundation support service Mainly reactive Software Support across full portfolio High calibre Telephone Support Clear and Simple portfolio 11

12 After Market Services: It makes Business Sense BGP Reactive Technical support & troubleshooting BGP Plus Proactive Application maintenance BGP Managed Accountable Performance monitoring & analysis Technology update & refresh Software focus Engineer & operator support Engineering focus Sustaining & optimising performance Outcome focus Complex, expensive applications can continue to bring benefits 12

13 BGP Benefits Guardianship Program (BGP):A premium service that delivers expertise beyond traditional product support Mainly REACTIVE Features High caliber telephone and on-line support: In-depth product knowledge Real-life application expertise Relevant domain experience Patches, updates and upgrades Online support and Documentation updates What it delivers Priority access to experts Access to best-practice product and application experts for faster problem solving and improved decision making Maintains advanced application benefits Provides new functionality Knowledge remains current to safeguard investment BGP Safeguards Investments and Maintains Performance 13

14 BGP Plus An extended engineering led service that sustains the performance of advanced applications REACTIVE and PROACTIVE Features Driven by process and engineering KPI s Provides reactive and proactive support Honeywell s service teams are vastly experienced in successfully applying Advanced Software Solutions across a wide variety of industry domains What it delivers Applications tuned and configured to reflect current operations Diligence to improve performance Early detection and recommended resolution of performance drift Increases application uptime Sustains performance Personnel have increased levels of application knowledge for faster and more appropriate responses to issues BGP Plus increases Uptime and Sustains Performance 14

15 BGP Managed An outcome based managed service that delivers optimized performance from advanced applications PROACTIVE and ACCOUNTABLE Features Driven by process and business KPI s Proactive and Accountable managed service Honeywell s high calibre service teams are vastly experienced in successfully optimising Advanced Software Solutions across a wide variety of industry domains What it delivers Applications tuned and configured to deliver plant operations KPI s and to visibly impact on business level KPI s Guardianship to mitigate the risk of declining performance because of changes to process and equipment Early detection and resolution of performance drift Optimises application uptime Optimises performance Managing the process to do the right things at the right time to deliver optimum results BGP Managed Optimizes Performance and mitigates risk 15

16 BGP Plus Typical Service profile: Process Optimisation Features Shared Metrics Shared Targets How Support Response time (by priority) Resolution time (by criticality) Immediate (90%) 1 business day 24 hours for 80% of reported problems? Maintain Uptime of the application 90% - 95% Optimize Change Sustain performance of the application (Attainment) >75% Telephone / on-line support (full resolution, temporary workaround without code change) Remote connectivity Site access Early Event Detection Uptime metrics / diagnostics Break fix Performance monitoring Loop / application tuning Model updates & refreshes Assessments / Audits 1 every 12 months? Site visit, tools & reports Performance diagnostics Proactive change management Every 2 months? Software upgrade / migration services Remote meeting, tools & reports Engineering consultants (Include planning but not migration as standard) BGP Plus increases Uptime and Sustains Performance 16

17 Best Practice Life Cycle Services: Overview

18 Annual Benefits $Millions Typical payback (years) Typical Customer Benefits Operator Training & Simulation, Asset Management Production Management Advanced Planning & Scheduling Blending & Movement Automation Operations Management Advanced Process Control & Optimization 0 Typical Benefits Range of $10M - $50M Per Year Per Site (Actual Benefits Depend on Industry & Plant Scale) Sustaining These Benefit Levels is the Real Challenge! 18

19 Overview of Life Cycle Services Introduce New Solutions, Technologies, Applications, Hardware and Processes Execute Day to Day tasks Drive Change to Optimize Cost, Performance, Capacity and Availability of the Solution Resolve Incidents, Problems and Requests quickly. Alignment with ITIL Service Framework 19

20 Post-Project Support Solutions Reactive Proactive Collaborative Break-Fix Conflicts will arise Pro-Active Different behaviors & goals required Collaborative Establish relationships & networks Requires Organisational Alignment Requires change to customer and Honeywell service relationship 20

21 An Overview of Best Practices Build a comprehensive support & maintenance framework Make better use of remote monitoring technology Use tools to clearly identify & prioritize problems Leverage & train local resources Layer support services for faster response Structure supplier & end user support contracts 21

22 How can Honeywell help? Provide continuity and mitigate risks Experienced personnel (application and domain) Apply the right technology and solutions Can deliver the necessary integrated services Ensure long-term and sustained benefits Honeywell brings Peace of Mind and Trusted Expertise 22

23 Benefit Guardianship Plus Examples and Case Studies

24 Suncor Energy Inc. Objective: Solution: Benefits: Seeking single-source accountability for application support to reduce Total Cost of Ownership Engineer driven consulting services to optimize the performance of APC controllers and historians Membership of Benefits Guardianship has provided:- Upgrade services to provide the latest functionality Improved application uptime accelerated problem resolution minimized unscheduled downtime sustained application performance 24

25 Mobile Equipment Monitoring (MEM) Objective: Solution: Benefits: MEM Customers are seeking comprehensive support for multi-site, enterprise-wide, and cloud deployments BGP augmented with extended support and annual engineering services to optimize the performance of MEM applications and MEM infrastructure Service provides:- night and weekend emergency support improved application uptime accelerated problem resolution minimized unscheduled downtime sustained application performance 25

26 Valero Wilmington Objective: Solution: Benefits: Looking to augment their in-house capabilities to optimally maintain advanced process control (APC) applications at their refinery site. Engineer driven consulting services including on-site Maintenance visits, Remote Consulting, Alert Notifications, CPM and APC Monitoring & Reporting, Membership of Benefits Guardianship has provided:- Migration services to avoid obsolescence Enhanced process control Improved profitability and safety Minimized unscheduled downtime 26

27 Alcoa QUASAR (1 st 10 Years) Objective: Solution: Benefits: Deliver competitive advantage and measurable benefits by providing improved alumina refining process automation through co-sourced service agreement Collaborative engineering services that span seven alumina refineries in Australia, Brazil, Jamaica, Spain, and Suriname Standard hardware, and suites of control and information software applications, to support longterm value adding initiatives and operations Virtual services organization using ITIL Framework Consisting of Customer & Honeywell resources Service Level Agreement focused at sustaining (and extending) long-term business benefits 27

28 Shell Downstream GAME/ESP Objective: Solution: Benefits: Use ITIL Service Management Framework to support Ensure Safe Production (ESP) program within Shell downstream facilities. Managed responsibility for +30 global facilities outsourced to Honeywell for Alarm Management, Operations Management, Process Historian and Field Advisor applications. Provides Level 3 follow-the-sun support Dedicated team provides Level 2 run & maintain using Shell laptops interfacing with Systems. Close working relationship between software test team and development team ITIL certified support engineers 28

29 Other activities at HUG Day Tuesday 15:45 16:30 Wednesday 14:00 15:00 Special Interest Session Demo Center Consulting Corner Activity Maximize Value of Blending Advanced Applications with Effective Services Program Yangdong Pan, Phillips 66 and Grace McArthur, Honeywell Overcome the Challenges that Inhibit the Longterm Benefits from Advanced Applications Eric Lau, Suncor 29

30 Q & A Gary Peacock Global AMS Marketing Manager Advanced Solutions gary.peacock@honeywell.com Steve Johansen Aftermarket Services Leader Life Cycle Services and Solutions steve.johansen@honeywell.com Anna Riehm AMS Leader - Americas Advanced Solutions anna.riehm@honeywell.com 30