Improving Business Performance of a Technical Support Department Mohammed Al-Ghamdi Saudi Petrochemical Company - SADAF
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Improving Business Performance of a Technical Support Department
Mohammed Al-GhamdiSaudi Petrochemical Company - SADAF
Start with an End in Mind
•Overview of Technical Support Process Map
•What is the problem?
•What are the consequences of the problem?
•What are the potential causes of the problem?
Start with an End in Mind
•Overview of Technical Support Process Map
•What is the problem?
•What are the consequences of the problem?
•What are the potential causes of the problem?
Production Team
Area Engineer (Maintenance
Dept)
Specialty Engineer
(Engineering Dept)
Specialty Engineer (STC-J)
Operation Team
Plant Upset
Troubleshoot
Normal Operation
Asset Affected
Examine
Implement
Recommend
Examine Recommend
Examine Recommend
Overview of Technical Support Process Map
Production Team
Area Engineer (Maintenance
Dept)
Specialty Engineer
(Engineering Dept)
Specialty Engineer (STC-J)
Operation Team
Plant Upset
Troubleshoot
Normal Operation
Asset Affected
Examine
Implement
Recommend
Examine Recommend
Examine Recommend
What is the problem?
Number of Technical Support Requests - 2007
Average Response Time (Days)- 2007
Start with an End in Mind
•Overview of Technical Support Process Map
•What is the problem?
•What are the consequences of the problem?
•What are the potential causes of the problem?
Specialty Engineer
(Engineering Dept)
Examine Recommend
What is the problem?
Nature of business transaction (Process) will result in :
1.Improper Planning, results in
2.Poor Resource Forecasting, Results in
3.Unbalanced Resource Allocation, Results in
4.“Staff Cyclic Loading”, Results in
5.High Variation in Output Quality and Delivery
Start with an End in Mind
•Overview of Technical Support Process Map
•What is the problem?
•What are the consequences of the problem?
•What are the potential causes of the problem?
Specialty Engineer
(Engineering Dept)
Examine Recommend
What are the consequences of the problem?
Reinstating Plant Normal Operation will be Delayed, Results in Production Loss, Results in…
Customer Dissatisfaction
Start with an End in Mind
•Overview of Technical Support Process Map
•What is the problem?
•What are the consequences of the problem?
•What are the potential causes of the problem?
Specialty Engineer
(Engineering Dept)
Examine Recommend
What are the potential causes of the problem?
Business Transaction is in a REACTIVE MODE
Lack of Sensitive KPIs
Absence of Standard Customer Feedback
Mechanism
Endorsing Fire Fighting Management Style
Underestimating Continuous Improvement
Human Performance Vs. System Improvment
Can you help?
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