Re-engineering transformer maintenance processes to improve customized service delivery |
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Authors: | Amy J C Trappey Yong Sun Charles V Trappey Lin Ma |
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Institution: | Amy J.C.TRAPPEY~(1,2) Yong SUN~3 Charles V.TRAPPEY~4 Lin MA~3 1 Department of Industrial Engineering and Engineering Management,National Tsing Hua University,Taiwan,China,2 Department of Industrial Engineering and Management,National Taipei University of Technology,China 3 School of Engineering Systems,Queensland University of Technology,Australia 4 Department of Management Science,National Chiao Tung University |
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Abstract: | The outage of a transformer in a power generation system will generally result in a shutdown of the entire system. Consequentially,
large amounts of revenue are lost to the plant owner with a substantial negative impact on the civil community and industrial
customers. This paper analyzes the current maintenance practices (i.e., an as-is process model) of a transformer manufacturing
company, which provides maintenance services to power generation plants and reports the major weaknesses in current business
practices. The maintenance weaknesses include isolated processes and paper based information communication. These inefficient
processes result in service delays, cost increases, and inappropriate responses to customers’ specific requests and complaints.
To improve the efficiency and flexibility of the entire transformer maintenance service system, an e-integration approach
is implemented with three key tasks. First, the current business processes are re-engineered to provide an improved (to-be)
business model. Then, we replace paper based documentation methods with an electronic filing system for efficient and cost-effective
information exchange. Afterward, the improved process model is implemented as an Internet based system to enhance the interactions
among the transformer manufacturer, end-users, and service contractors for customized maintenance services. The case study
demonstrates that implementing the e-integration approach increases the efficiency and effectiveness of the customized maintenance
services. |
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Keywords: | Business Processes Reengineering (BPR) after-sales services transformers engineering asset maintenance power industry |
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