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Sustain.Ability.
2012 Honeywell Users Group - EMEA
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Sustaining Benefits from Advanced Applications
Daren Lewis – Global Services Director, Advanced Solutions
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Goal: To deliver an effective sustainment program
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
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Typical Customer Benefits
Automation Suite Potential
Benefits Payback
Operations Management $3 Million / year 0.8 - 1.2 year
Production Management $3 Million / year 0.8 - 1.2 year
Blending & Movement Automation $4 Million / year 0.2 - 2.0 year
Advanced Planning & Scheduling $3 Million / year 0.5 - 2.0 year
Operator Training & Simulation, Asset
Management $6 Million / year 0.8 - 1.0 year
Advanced Process Control &
Optimization $4 Million / year 0.2 - 2.0 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!
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“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.”
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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
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Time (Months)
6 12 18
50
100
Ben
efit
s (%
of
Ori
gin
al)
No Maintenance
Basic Maintenance
Reactive Mantenance
Proactive Maintenance
Opportunity Assessment
Legend
Understanding the High Cost of Neglect
“…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
• Attractive investment with
good initial benefits
• Potential for rapid
degradation of benefits
without proper
monitoring/maintenance
• Combination of tools and
work process needed to
sustain benefits
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Focus on the Benefits of Sustainability
This picture is worth a thousand words!
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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
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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
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Support Requirements - Not Rocket Science!
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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
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How can Honeywell help?
• Experienced personnel
• Familiar with the right technology
• Deliver the necessary services
• Ensure long-term sustained benefits
• Provide Continuity
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Post-Project Support Solutions
Break-Fix Conflicts will
arise
Pro-Active Different
behaviors & goals required
Collaborative Establish
relationships & networks
Organizational alignment
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Alignment with ITIL Service Framework
Overview of Life Cycle Services
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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
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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
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Enhanced Benefits Program (EBP)
• Provides periodic on-site engineering labour to pro-
actively 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
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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
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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
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Supporting Technologies & Solutions
Technology + Services = Customer Lifecycle Benefits
BG-Max Services
Proactive
Opportunity Assessment
Revive
Reactive
Attainment
Profit Stepper
Profit Stepper
Profit Suite Operator Station
Remote Data Visualization
Remote Process Monitoring
Loop Scout / CPM
Profit Expert User Alert
Benefit Assessment
Workforce Improvement
Data Collection
SE Shuttle
Performance
Assessment
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Application
Support &
Training
Engineering
Labor
Remote
Services
• 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
Aftermarket Services for Advanced Solutions
Modular, Cradle-to-Grave, Lifecycle Services to Drive Customer Value
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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
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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
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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
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Q & A
Daren Lewis
Global Services Director Advanced Solutions [email protected]
Gary Peacock Global AMS Marketing Leader Advanced Solutions [email protected]
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www.honeywellprocess.com
