RE-ENGINEERING TRANSFORMER MAINTENANCE PROCESSES TO IMPROVE CUSTOMIZED SERVICE DELIVERY  

作　　者：Amy J.C. TRAPPEY Yong SUN Charles V. TRAPPEY Lin MA 

机构地区：[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, Taiwan, China [3]School of Engineering Systems, Queensland University of Technology, Australia [4]Department of Management Science, National Chiao Tung University, Taiwan, China

出　　处：《Journal of Systems Science and Systems Engineering》2011年第3期323-345,共23页系统科学与系统工程学报（英文版）

基　　金：the research supports granted by Taiwan's National Science Council;the Australian Government's Cooperative Research Centers Program

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.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.

关 键 词：Business Processes Reengineering （BPR） asset maintenance power industry after-sales services TRANSFORMERS engineering 

分 类 号：TM407[电气工程—电器]