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?