Equipment Incident Management

Transcription

1 Equipment Incident Management Story A core engineering installation like a power plant, oilrig, textile mills, airport or railway stations, etc. have innumerable equipments at work. Given the nature of their use - which is typically 24x7 - they require regular maintenance. In addition, they experience breakdown. Most of these installations have some sort of electronic nervous system that updates the control centre about equipments' health. It can either be poll based - the control centre shift-incharge keeps taking stock of the equipments - or it can be self-aware - the equipments intimate the control centre about their health. Both of these need to happen periodically. In case of breakdown, the control centre shift-incharge needs to mobilise the nearest lineman to cross verify the malfunction. The action to be taken depends on the ground situation. For instance, in case of false alarm, the lineman is supposed to reset the equipment, after logging the status. In case of genuine fault, however, the lineman would need to relay the equipment condition, note his observations and may be to disconnect the equipment. Based upon these inputs, the shift-incharge would order a replacement from the store or arrange for onsite repair. The store, in turn, might need to place an order the equipment if it is out of stock. In case of repair, a call would need to be lodged with the corresponding vendor. Depending upon the chosen activity, a estimate of restoration of services would need to be presented to the plant-incharge. Streamlining of this activity would result in many benefits. Immediate ones are speedier registration of faults. Next benefit is equipment wise history of downtime, outage frequency, replacement time, costing, etc. This would then help the management to have a crisp view of equipments: their quality, durability, reliability; of vendors: accessibility, response time, honouring of SLA; of lifetime cost of an equipment: answer to questions like cheaper initial cost be higher maintenance cost, higher acquisition cost be practically free maintenance, etc. Thus getting a better return of capital invested. Personas Persona 1 - Shift Incharge 30 years. Married. Bachelor of Engineering (Electrical). Monitor control room, Supervise team of 4, Act on notes from previous shift, Take notes during shift, prepare activity log, Set targets for & evaluate at year end Everything about an equipment, in a go, yet well organised manner and fast! Plant incharge, Subordinate, Lineman, Stores, Vendor Mohan Kumar Shift In charge respond to the alerts ASAP so that there is no major breakdown under my watch! Minimise outage by taking preventive actions, Optimise downtime by ordering speedier replacement of equipment, Employ previous experience to judge situation Current procedure involves juggling many disparate systems simultaneously, Lots of valuable time spent in noting down issues and filing them. Background 8 years work experience. 4 years on the field. 2 years in design. 2 years in the control room. Thorough on fundamentals. Doesn't panic easily. Job Responsibility Report equipment breakdown: to vendor, if under AMC; Order replacement from store, if a consumable. Needs The interface need to be lean, crisp and quick; System should seamlessly take request and forward it concerned party; Need very precise condition of the equipment to determine future course of action, Action Taken Reports need to be automated. Pain Points Delay in getting precise info from lineman; No holistic view - including vendor, make, model, location, outage-history, replacement / repair ordering - through single window; Circumstantial inputs nearby equipments, temperature, humidity, exposure to hazards, serviceability - not known readily. Equipment Incident Manager 1

2 cccccc Rajesh Kumar report the outage ASAP with minimal effort. Rohit Kumar have the plant operational without any major downtime. 42 years, married. ITI graduate. Lineman 50 years. MBA. Lineman Monitor equipments in the plant area; Inspect faults and prepare initial status report; Answer call from the shift incharge about equipment in particular and plant sub-area in general everything about an equipment, in a go, yet well organised manner and fast! Minimise delay in reporting of equipment status; Optimise downtime by analysing and bringing equipment status to the knowledge of shift incharge; Employ previous experience to judge the situation Currently, need to listen on phone/ walky-talky, then note down status on paper & relay back again on phone; Can't convey what eyes see. First need convert visual context to verbal & then written, for record. Set and analyse production targets; Approve equipment purchase; Manage cash flow of the plant. Turnaround time for equipment replacement; Information about vendors who are not-so-prompt Maximise plant output; Optimise expense of stock without compromising of equipment replacement Over stocking of eqipments due hueristic based decisions. This leads to less spare cash in hand; Inordinate delay from vendors as there is long gap between call logging and repair / replacement dispatch. Plant incharge, Shift incharge Shift incharges, Linemen, Store managers,vendors Persona 2 - Lineman Persona 3 - Plant Incharge Background 20 years of experience, mostly as a utility person. Has good aptitude for IT systems and basic gadget functions. Needs The interface should be simple, intuitive, with minimal manual inputs yet maximum information about an equipments; Should be able to report the condition of the equipment as is, without introducing error of observation. Background Married with kids in higher studies. Work experience of 25 years. Worked as consultant engineer initially. Then setup his own entrepreneurial venture. Needs A inventory report listing equipments having high frequency replacements or demanding frequent maintenance; What-if analysis with equipment, manpower and cost as factors. Pain Points Imperfect capture of equipment breakdown situation. Only written records. No visual records. Equipment Incident Manager 2

3 User Experience Journey SHIFT INCHARGE Hmm... Everything is running smoothly. Lets check on the old reports. Dang! What's wrong with that piping in section D7? Pressure seems to be nearing higher end. Lets buzz the lineman. This guy picks it up fast. 'hello?...' He thinks it is the filters, again. When did we last change these blighted things? 4 weeks back. Hmm... The vendor was professional. Sent for repairs pronto. Boss was happy. The lineman's latest update is here. It is the filters indeed. Appear to be in bad shape. Or are they? Should we replace this time? Too many repairs already. Lets check the spares. Ah! There are just two left! Saves the day. Requisition sent. Lets request an order to be placed for getting more of these. Order request placed. Where was I? oh yes, the old reports. Explore the archives using the reporting tools available. Visual alert on instrument action panel noticed. Decipher alert message and its source. Call responsible lineman. Order manual inspection. Wait... Check this item in system. Receive verbal reply from the lineman. Inspect hand written report from lineman. Check ledgers for last logs on item. Call spares dept. Decide on the item replacement. Consult at quick contacts and / or address book. Order replacement / purchase. Control room Instrumentation panel Ledgers / files / logs and Desktop Material database Ledgers / files / logs Clock Contact list Vendor database Instrumentation panel LINEMAN The day so far has been good. Routine work. No running hither-thither. Arrgh... The shift inchargecalls... Helo?...' These filters... Always keep getting choked... '... from this angle, Sir, I see the pipes shaking...' 'Yes, we repaired these two months back' 'Make? umm... Can't tell precisely... but marked with that logo with triangle' Lets check it thoroughly now. There! The report is done. Lets run to the control room. Time for next routine check Go for a inspection round in the designated section Attend to phone Review the reported equipment assembly, as instructed Check section ledger / logs Make an educated guess about the situation Inspect assembly taking detailed notes. Write report Deposit report with the shift incharge Ledgers / files / logs Clock PLANT INCHARGE OK... This month is pretty good on breakdown figures. Expense is in control. Not much replacement. Practically 100% attendance. What's the Payment for the last month production? Need to renew any AMC? Call up finance. Scan reports on the desk Wait... Check records Receive spreadsheet from finance Office complex Physical Reports Clock Archives ed Reports Equipment Incident Manager 3

4 Mock up View Equipment Basics Shift Incharge will use it to check the details of the equipment reported by the instrumentation panel Master / Detail layout Master View has the list of equipments that can be filtered Detail View embeds two sub views under Icon Tab Bar First sub view has a simple form and gives basic details of the equipment Mockup - Incident Manager 1 - View Equipments View Incident List Second sub view has a table and gives the list of incidents raised on this equipment The line item has drill down feature to see further details of the incident Mockup - Incident Manager 2 - View Incident History for the selected equipment Equipment Incident Manager 4

5 View Incident Details Line item drill down brings to a new view The view has three parts First shows all details of the equipment Second shows the remarks, which typically has long text Third shows the picture of the equipment as taken by the lineman Mockup - Incident Manager 3 - View Details of chosen Incident Raise an Incident If the Shift Incharge wants to initiate an inquiry, he would raise an incident for the concerned equipment The basic details are prefilled in the simple form Shift Incharge will choose a lineman from value help and set priority The incident would then reflect in the incident worklist of the appointed lineman under appropriate tab for the given priority Mockup - Incident Manager 4 - Raise a new Incident Equipment Incident Manager 5

6 Mockup - Incident Worklist 1 - View Incidents and Act on a Incident Resolve Incidents The lineman would get a priority wise segregated list of incidents Each incident can be seen in detail by click on it In the details view, remarks can be added The footer has a button to take a picture of the equipment using device camera Next incident can be viewed using iterator button Full Screen layout with (category) worklist floorplan Optimised for phone SAP Web IDE App Incident Manager The Incident Manager app - to be used by Shift Incharge Maps to Mockup - Incident Manager 1 - View Equipments WEB IDE App - Incident Manager 1 Application First Tab Equipment Incident Manager 6

7 Incident Manager Maps to Mockup - Incident Manager 2 - View Incident History for the selected equipment WEB IDE App - Incident Manager 2 - Application Second Tab WEB IDE App - Incident Manager 2 - XML view in Layout Editor Incident Manager Layout Editor, shows binding to the Entity Equipments Web IDE App - Incident Worklist 1 - Application Incident Worklist Maps to Mockup - Incident Worklist 1 - View Incidents and Act on a Incident Web IDE App - Incident Worklist 2 - XML View in Layout Editor Incident Worklist Layout Editor, shows binding to the Entity EquipmentIncidents Equipment Incident Manager 7