Sustaining Benefits from Advanced Applications

Transcription

1 Sustain.Ability Honeywell Users Group - EMEA Daren Lewis Global Services Director, Advanced Solutions Sustaining Benefits from Advanced Applications 1

2 Agenda Challenges and pitfalls of supporting Advanced Applications and sustaining the benefits How to successfully sustain, improve and extend the benefits from advanced applications. Share some best practices and case studies that are delivering long-term results Goal: To deliver an effective sustainment program 2

3 Typical Customer Benefits Automation Suite Potential Benefits Payback Operations Management $3 Million / year year Production Management $3 Million / year year Blending & Movement Automation $4 Million / year year Advanced Planning & Scheduling $3 Million / year year Operator Training & Simulation, Asset Management Advanced Process Control & Optimization $6 Million / year year $4 Million / year year Typical Benefits Range of $10M - $50M Per Year Per Site (Actual Benefits Depend on Industry & Plant Scale) Sustaining These Benefit Levels is the Real Challenge! 3

4 Sustainability Defined What Wikipedia Says the capacity to endure and remain productive over time. the long-term maintenance of responsibility that has environmental, economic, and social dimensions the concept of stewardship and the responsible management of resources. 4

5 The Sustainability Problem Complex Technical Solutions Awareness/ Training/ Knowledge Transfer for the application End user handover & acceptance Support ownership & capability Changes and Updates to the Application Effective Incident & Problem management providing timely resolution Effective Change Management Handling Personnel Changes Limited Resources Retraining & Knowledge Management 5

6 Understanding the High Cost of Neglect Attractive investment with good initial benefits 100 Potential for rapid degradation of benefits without proper monitoring/maintenance Benefits (% of Original) 50 Legend No Maintenance Combination of tools and work process needed to sustain benefits Basic Maintenance Reactive Mantenance Proactive Maintenance Opportunity Assessment Time (Months) applications which are designed to make money can quickly degrade over a period of 18 months to yield nominal benefits (<25%) if they are not properly monitored and maintained from the time of installation. Customer, Honeywell Users Goup Forum 6

7 Focus on the Benefits of Sustainability This picture is worth a thousand words! 7

8 The Support Concern in a Nutshell Benefits can rapidly decline without proper focus Skilled support resources are difficult to find & retain Not addressing support factors in early project stages greatly lowers the probability of sustaining benefits Complex, Expensive Applications That Are Not Delivering Results 8

9 The Support Solution in a Nutshell Address application support early in the lifecycle Work maintenance aspects in parallel with original delivery Use best practice support methodologies to ensure long-term success Explicitly Address Support Issues in All Phases of Implementation 9

10 10 Support Requirements - Not Rocket Science!

11 An Overview of Best Practices Build a comprehensive support & maintenance framework Make better use of remote monitoring technology Use tools to more clearly identify & prioritize problems Leverage & train local resources Layer support services for fast response Structure supplier & end user support contracts 11

12 How can Honeywell help? Experienced personnel Familiar with the right technology Deliver the necessary services Ensure long-term sustained benefits Provide Continuity 12

13 Post-Project Support Solutions Organizational alignment Break-Fix Conflicts will arise Pro-Active Different behaviors & goals required Collaborative Establish relationships & networks 13

14 Overview of Life Cycle Services Alignment with ITIL Service Framework 14

15 Benefits Guardianship Program (BGP) Considered the foundation support program for advanced applications across the Advanced Solutions portfolio Entitlements: Expert Telephone Support Online Support Critical Software patches Free Software updates & upgrades New Documentation Updates Monthly Service Report & Newsletter 15

16 Benefits Guardianship Program (BGP) Benefits Guardianship Delivers Customer Value that Keeps Applications Current and Available Lower Cost than On-Demand Services Predictable Support Costs Flexible Application Coverage Accelerated Problem Resolution Better Planning and Decision-Making Considering software benefits alone, Benefits Guardianship coverage results in a 40% reduction in estimated software maintenance costs over a 3-year period. Assumes a recurring 1-yr renewable support agreement with upgrades on an 18 months cycle 16

17 Enhanced Benefits Program (EBP) Provides periodic on-site engineering labour to proactively support advanced applications Can extend to a service framework that allows Honeywell to provide a bundle of support activities Examples: Software installation services On-site engineering services Configuration and migration services Application Design Consulting Services Remote monitoring and diagnostics Performance Assessment & Health check Services Customised Training Services 17

18 BGP + EBP = A Different Focus Benefits Guardianship Program Enhanced Benefits Program + Software Focused Help Desk Software Updates Newsletter Monthly Service Reports Engineering Focused Remote Consulting On-site Visits User Alert Notifications Periodic Meetings A Logical First Step to add Pro-active Expert Services 18

19 Benefits Guardianship Maximise (BG-Max) Ensures that advanced applications are kept at peak performance and modified in line with changes to the operating envelope to maximise benefits Tailored program offering range of expert services and solutions: Benefits Guardianship Program (base) Initiation services for Remote Monitoring Monitoring of on-line diagnostics (User Alert) Regular Performance Assessment & Reporting Periodic Review Meetings with Customer Preventative Maintenance & Tuning of application Change Management modifications and technology refresh 19

20 Supporting Technologies & Solutions Data Collection SE Shuttle Performance Assessment Benefit Assessment Workforce Improvement Opportunity Assessment Attainment BG-Max Services Revive Profit Stepper Remote Process Monitoring Loop Scout / CPM Profit Expert User Alert Proactive Reactive Profit Stepper Profit Suite Operator Station Remote Data Visualization 20 Technology + Services = Customer Lifecycle Benefits

21 Aftermarket Services for Advanced Solutions Honeywell offers comprehensive lifecycle service programs to sustain and enhance benefits from installed advanced solutions Honeywell offers flexible licensing options, like annual licensing, to deliver cost effective advanced solution benefits Honeywell offers remote services and on-site engineering labor programs to augment customer resources and capabilities Application Support & Training Engineering Labor Remote Services Modular, Cradle-to-Grave, Lifecycle Services to Drive Customer Value 21

22 Valero Wilmington APC Support Program Objective Augment customer support capabilities with resources and tools to optimally maintain advanced process control (APC) applications at the refinery site. Benefits Guardianship Program Software Maintenance and Troubleshooting Enhanced Benefits Program On-site Maintenance Visits Remote Consulting Proactive Alert Notifications Regular Meetings Added Options (Powered by Matrikon) Control Performance Monitor (CPM) for APC Monitoring & Reporting On-site CPM Implementation & Training 22

23 Alcoa QUASAR Support Program Objective Deliver competitive advantage and measurable benefits to Customer and Honeywell by providing improved alumina refining process automation through a long term, co-sourced service agreement. Spans 7 alumina refineries in Australia, Brazil, Jamaica, Spain, and Suriname. Common suite of control and information applications Standard hardware and software to support value adding applications Support Services, Virtual services organization using ITIL Service Management Framework Consisting of Customer & Honeywell resources Service Level Agreement focused at sustaining (and extending) benefits 23

24 Shell Downstream GAME/ESP Support Program Objective Support Ensure Safe Production (ESP) program within Shell downstream facilities. Run & Maintain responsibility outsourced to Honeywell for Alarm Management, Operations Management, Process Historian and Field Advisor applications. Spans 30+ downstream facilities worldwide Multi-tiered levels of support Based on ITIL Service Management Framework Global teams provides Level 3 follow-the-sun support Dedicated team in India provide Level 2 run & maintain using Shell laptops interfacing with Shell Assist Desk and Service Management System. Close working arrangement between software test team and development team in India ITIL Certified support engineers Managed Services approach Delivering according to Service Level Agreement 24

25 Q & A Daren Lewis Global Services Director Advanced Solutions daren.lewis@honeywell.com Gary Peacock Global AMS Marketing Leader Advanced Solutions gary.peacock@honeywell.com 25

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