Improving Customer Service through Reengineering

1. Improving Customer Service through Reengineering Practicing Oil Analysis Tulsa OK

2. Assessment Brief 1. Business Process Reengineering Study • Review current business processes in Lab • Examine opportunities for reengineering using IT • Produce Assessment report documenting findings 2. Technical Feasibility • Review existing system functionality • Produce user requirements document • Assess feasibility of a solution

3. Assessment Resources • 1 week on site at Customer • 2 weeks writing report • 2 Consultants • Interviewed 12 staff

4. Assessment Process 1 2 3 Goals Opportunity Assessment Plan & Control Strategic Benchmarking / Best Practices Opportunity ? Business Process Review / Reengineering Quantify Operational Brainstorming Prioritized Schedule Maintenance Goal 1..N KPI

5. Summary of Major Opportunities 1. Data Entry and Administration • Current systems requires extensive manual processes which absorb scarce resources and delay the overall process of getting results to customers. System has many bottlenecks. Error prone due to pushing the limits of system and people. 2. Analysis and Interpretation • Analysts do not have the tools required to perform their jobs efficiently. Have to review every sample - not using IT to screen “ok” samples. Causes frustration and delays. 3. Information Collaboration • Opportunity to use the advantage of the internet to share oil analysis data for all customers. 4. Customer Service • Opportunities exist to re-engineer the process from taking of sample to receipt of recommendations to reduce turn-around time and cost per sample by improved efficiency and reduced data entry. 5. Supply Chain Integration • Architecture driven approach will align systems with business strategy. 6. Size is a Strategic Advantage • Labs are discrete non-integrated units from a data perspective. This can be used as a strategic advantage through use of IT (eg: Cognos). At the moment it is a hindrance.

6. Dingo e-Business Strategy

7. What is Collaborative Maintenance? “The ability for site maintenance people to share data and collaborate via the internet to solve business (maintenance) problems with external experts.”

8. Collaboration Ive just received an alert. The iron is up in Engine 301 Any ideas? Equipment Dealer Support Engineer Perth, WA The piston liners could need replacement. Internet Customer Maintenance planner Kalgoorlie, WA We’ve seen this at other customers. We had great results with ... Lubricant Supplier Lubricant Engineer Melbourne, VIC

9. Content - adding value Policies,environment, safety, production -context from other systems Business Results! • recommendations • action taken • cost savings result • case studies • group reporting • tips and hints Engineers research and publish globally via intranet Finish Global Database Start • raw data • low value • high volume • information • higher value • generic rules Site Condition Monitoring Data Experts Collaborate & Analyze Data

10. Consolidation Before After Site A Site A Site B Oil Analysis Vibration Analysis Thermography Site B Microsoft DNA Architecture MS SQL & Web server Single global, multi site, multi application database Corporate HQ Oil Analysis Vibration Analysis

11. Commonality MaintenanceGuy.com Enterprise Asset Management Alert Work Request Assets Assets History History Other Other Event History Work Orders

12. Dingo Web Strategy • World first collaborative web product • Leading Web component Architecture • Intranet portal for Maintenance Staff • Single large database • Multi-site, Multi lingual • Data Portability • Multiple technologies • Re-Engineering Principles applied to the Web • Able to access data on multiple machines that are geographically dispersed • Can connect to legacy systems on other operating system platforms • WAN’s, Internet and low speed connections supported

13. Benefits to Customers • Leading edge technology in maintenance • Improved asset performance • Asset life cycle cost reduction • Global improvement in Condition Monitoring standards • Reduced parts and labour costs for oil drains • Faster problem resolution through real time collaboration • Reduced system administration and overhead

14. Hosting Benefits • Reduced Total Cost of Ownership (TCO) • Improved Support • Reduced Risk of downtime • Increased Ability to Respond to Changing Customer Requirements (eg: bandwidth, software updates) • Focus on core business

15. Web Server Cluster Application Server Cluster Internet N-Tier Architecture Web Servers Client Zero Install Web Browser Client Connection from 28.8kbs Dial Up World Wide Application Servers Internet Database Direct Link ISDN, DDS, Frame Relay, Optic Fibre Secure Direct Connection Available Multiple Redundant 155mb Internet Links Routers Outer Firewall Multiple Redundant Servers Gigabit Server Network Inner Firewall Multiple Redundant Servers Failover Redundancy Database Server Raid 5 Hot Swap Redundant Failover Redundant Fibre Channel Controller Fibre Channel Drive Arrays

16. N-Tier Architecture Benefits 1. Flexible - "easily vary system installations" 2. Scalable - "designed to handle rapid increase in business activity" 3. Interoperable - "easily integrate with existing and legacy systems" 4. Secure - "utilize & enhance industry standard security by design" 5. Cost Effective - "reduces or alleviates expensive client licensing, installation costs & TCO" 6. Reusable - "methodology allows for maximum reuse of components and reduced development time frames" 7. Sound Methodology - "improved system by design"

17. Business Models • Total Contract Price • Monthly service fee • per customer • per customer site • per user • Fee Per sample • Fee Per Transaction • per customer page view • based on volume of data • per sample viewed • Others?

18. Future Opportunities • Integration with Business systems for automatic creation of work orders • Bi-directional Integration with customer EAM systems for work requests and events • Data mining of data using Cognos • Load sharing between labs