標題: RE-ENGINEERING TRANSFORMER MAINTENANCE PROCESSES TO IMPROVE CUSTOMIZED SERVICE DELIVERY
作者: Trappey, Amy J. C.
Sun, Yong
Trappey, Charles V.
Ma, Lin
管理科學系
Department of Management Science
關鍵字: Business Processes Reengineering (BPR);after-sales services;transformers;engineering asset maintenance;power industry
公開日期: 1-九月-2011
摘要: 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.
URI: http://dx.doi.org/10.1007/s11518-011-5172-z
http://hdl.handle.net/11536/19370
ISSN: 1004-3756
DOI: 10.1007/s11518-011-5172-z
期刊: JOURNAL OF SYSTEMS SCIENCE AND SYSTEMS ENGINEERING
Volume: 20
Issue: 3
起始頁: 323
結束頁: 345
顯示於類別:期刊論文


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  1. 000295537600006.pdf