customer partnership built on turnaround best practices ... · built on turnaround best practices...
TRANSCRIPT
Customer partnership built on turnaround best practices produces successful outage
F R E E P O R T , T E X A S
“I now know we can count on Veolia and their team to deliver and meet the needs of the plant in the safest and most productive manner possible.” – From our Customer’s Contractor Quality Award summary
Immediately following the 2014 turnaround, Veolia’s site-based management team for this customer organized a thorough review of our preparation and execution, and compared it against the company’s best practices. Shortcomings were identified, and action plans were developed to close the gaps and ensure we would be better prepared to handle the work in 2015. The improvement plan was developed in partnership with the customer, to ensure their buy-in and improved satisfaction throughout the entire process.
The scope of improvements implemented included: a new customer communications strategy; process and procedure improvements to address concerns for contingency equipment and labor timeliness; personnel changes; enhanced risk and safety assessments; and a more formal, structured planning process for the 2015 turnaround. This allowed Veolia to enter the 2015 turnaround season well-prepared, with a clear plan for success that the customer believed in.
As a result of these efforts, the 2015 oxy and vinyl turnarounds, completed over five weeks in January and February, were extremely successful. No changes were made to the cleaning process, which has been delivered 100% Hands Free™ since 2010, but service quality and communication issues were totally
mitigated compared to prior years. Veolia’s extensive preparation and best-practice approach resulted in a very effective turnaround with zero safety issues, no delays and seamless communication and coordination with the customer. Veolia was awarded two coveted contractor quality awards for their efforts.
ChallengeAlthough Veolia maintains a site-based, value-added partnership with this customer, the annual oxy and vinyl unit turnarounds were difficult. In 2014, there were issues with service quality, equipment, staffing and communication that resulted in delays and added expense for the customer. The customer was dissatisfied, but as a result of our long-standing relationship, offered our team one more opportunity to do the work in 2015. Our site-based management team began immediately putting a plan in place that would allow us to exceed the customers’ expectations and restore their confidence in our ability to perform this work safely, effectively, and on schedule.
ScopeSince 2010, Veolia has been supporting a major chemical plant located in Freeport, Texas on yearly turnaround outages for their oxygenated solvents (oxy) and vinyl units. After a disappointing turnaround in 2014, Veolia and the customer worked together to identify process improvements and best practices to produce superior results during the 2015 turnaround.
Solution
Result
Contract Facts
oxy and vinylunit turnarounds
100%Hands Free™
zeroaccidents or injuries
Contact
Paul PerkinsSite Manager
Veolia North [email protected]
Glen KelleyKey Account ManagerVeolia North America
F R E E P O R T , T E X A S