Empowering A New Service Model for the Energy and Power Sectors
The Power and Energy industry operates at the highest levels of safety, regulatory compliance, equipment quality, along with all the equipment uptime, capacity and maintainability standards. That’s how it was when I was in industry, and it’s the way it is now. But what has drastically changed are the technologies and methods available to manage workforce, safety, regulation, and maintenance practices.
Today, we are experiencing a seismic shift in equipment and service capabilities. These relate to three key trends that I’ve summarized in a previous article about ‘The Arc of Inevitability’. No industry has more to gain from these modernization and transformation improvements in Field Service and Customer Service than the Power and Energy sectors. These are the industries that have ultra-high focus on Health Safety Environment (HSE), stringent regulatory compliance, and reliance on a knowledgeable and properly certified workforce. In addition, they all share the needs for more advanced management of assets, components, and maintenance standards. In this post we highlight these needs and the new generation of solutions to address them.
Four Critical Factors Driving the Future of Service for Power and Energy
At eLogic, we’ve dedicated over twenty years to build our team and products specifically to address the needs of manufacturers and service organizations. For Power and Energy, we’ve focused on four key elements that help our customers go beyond ‘table stakes’ capabilities with industry-specific Field Service and Customer Service solutions:
#1 SAFETY. These industries start every meeting and customer visit with a safety briefing. A safety mindset and proper training, along with equipment and procedures, are at the heart of safe operations. In this sector, the consequences are too serious to ignore or minimize. To ensure that every service worker and their supervision and management have easy and complete access to all the resources needed for total safety practices, you need safety-focused capabilities, including:
Dynamic Intelligent Mobile Forms to have the Job Hazard Assessments and Safety Assessments at your fingertips for every work order and environment.
Certification Management to show the proper credentials for your entire workforce, enabling organizations to find the best available tech with the right certs for the job; AND to show which certs are due to be renewed.
Customizable Templates for Incidents and Procedures that enable you to pre-build best known methods into each type of work on all the equipment and environments.
#2 QUALITY. Due to the numerous industry standards for equipment and components, the ability to serialize assets at the component level, conform to industry certified tolerances and procedures (eg. API/N-Stamp), provide Certified Material Test Reports (CMTR), and similar documentation is essential – and your service enterprise needs remote and immediate access to asset structures, historical traceability of components, and related standards, for example:.
Certification documentation may be required for parts/components. With serialization you can ensure that each component is properly documented for each job.
Job Standard Incident Types are another way to apply best known quality methods to each inspection and repair.
A Knowledge Base for Service and Tech Reference is an essential resource for techs and customer service to search for solutions based upon easily referenceable historical documentation including video, images, and text instructions.
#3 WORKFORCE ENABLEMENT. Providing and supporting a qualified, knowledgeable workforce has never been more challenging. The demographic shift in workforce from the baby boomers to the millennial workforce can only be managed by using new ways of structuring and performing work, focusing on ways to enable a new workforce with technology-enabled processes to respond.
Virtual Workforces are the new model to engage semi-retired industry experts and veteran to support their less experienced replacements, and even customers directly, from any location at any time. With the collaboration and engagement tools available in a platform solution, this is an easy adaptation for you.
Remote Assist is an additional set of technologies to support this remote workforce with augmented reality and visualization tools to guide customers and techs through the diagnostic, inspection, and maintenance processes.
Collaboration tools are essential to connect your entire workforce across the service and support life cycle.
#4 ACTIONABLE INSIGHTS. The demand to know what is going on with equipment, workforce, and customer needs, and to have the best insights delivered on a timely basis has been increasing at a dramatic rate. By leveraging data across all service operations with advanced analytical tools, you can access dashboards and intelligent insights, like:
Field Service Mobile Tools for each technician to get what they need for each job and customer.
Management Dashboards are the cockpit for your service managers to visualize the entire workforce, equipment, and response levels with drill-down capability to find the potential problem areas.
Key Indicators/Scorecards for executive management to roll-up all the data into summary level KPI’s and metrics, again with drill-down capability to isolate the exceptions and outliers.
I invite you to explore equipment360, our asset-centric field service solution built on Microsoft Dynamics 365 Field Service, with the features and functionality that service enterprises need most to stay ahead of safety & regulation while improving customer loyalty through vastly improved service.
A Note from the Author, Mike Shields
I spent a good part of my career working for a major pump manufacturer, overseeing the parts and service aftermarket operations. We provided products and services to a broad range of end-use markets. But when I think of Field Service and Customer Service, what stands out among all these industry verticals are the pumps and systems we supplied to the Power and Energy Markets. These include Oil and Gas Upstream, Pipeline, Petrochemical, and Power Generation and Distribution (hydrocarbon and nuclear). Across our manufacturing and service operations ultra-high focus on Safety and Quality, our products and people maintained a range of standards and certifications to ensure compliance with the relevant standards (API, N-Stamp, ANSI, etc.) depending upon a customer’s needs. I look forward to continuing the conversation with you around Service in the Energy sector.