Maintenance Reliability Framework 

The article talks about what is Maintenance Reliability Framework and how to create Target Operating Model (TOM) to bolster maintenance maturity. How NOW Platform can be used as platform of orchestration to support  

We go over the following topics in the pages:

 -   Asset Maintenance and Relevance

 -   Asset Maintenance and Framework

 -   Maintenance Maturity Model

 -   Reliability Target Operating Model

 -   Key Features

 -   Examples

Asset Maintanence and Relevance

Asset Maintanence and its Relevance

Maintenance of assets and getting maximum ‘life’ out of operational assets and it’s investments is a ‘North Star’ for any Chief Operating Officer (COO) and Maintenance Director across the Energy Utility and Manufacturing Industries. These stakeholders hold the budgets for Asset Reliability and Maintenance is responsible to oversee asset reliability and maintenance maturity.

The key to achieving this is to adopt an integrated maintenance reliability framework that connects inter-departments together to create an organisation-wide maintenance culture.

As Industry 4.0 is propelling manufacturers to the next level, the need has never been greater for manufacturers to optimize their supply chains, increase efficiencies in their operations, and drive additional revenue from service offerings.

The key to achieving this is to adopt an integrated maintenance reliability framework that connects inter-departments together to create an organisation-wide maintenance culture. 

Asset Maintenance and framework

Asset Maintenance Framework

What does Asset Maintenance framework consist of?

A typical asset maintenance framework consists of activities performed across departments that contribute to increasing the overall maturity of maintenance capability within the organisation. The aim of these framework is to ensure there is a culture of effective maintenance management across the organisation with a view to maximise the financial investments made in assets by extending the life of the asset and better utilisation of assets intended for its core purpose. The assets may range from a huge ‘pylon’ or ‘windmill’ to a small ‘rivet’ or a ‘control valve’ in the pipeline. These sub-activities can be represented as follows:

1. Maintenance Programme :

Focus on enablers to support an integrated asset management culture. This programme starts from the Board, where maintenance's culture and importance are nurtured, supported, and communicated. This provides the building block and readiness to implement the framework.

2. Maintenance Work Tools :

Focus on right tools and technology to support asset management and decision making. This considers working closely with IT department for bringing out right application, data management, security, and infrastructure to effectively support maintenance activities. This step advocates use of right tools and increase tech adoption in the framework.

Focus on Corrective, Preventative and Predictive maintenance work processes including Standard Operating Procedures (SOPs) for each. This considers working closely with Work Order Systems and FSM to advocate ‘First Time Right’ approach. This approach means

a.    right person (qualification) 

b.    with right competency (learning and competency)

c.    having right equipment (tools and technology) 

d.    doing right job (ability to do the job correctly)  

3. Maintenance Work Management :

4. Maintenance Planning and Scheduling :

Focus on work planning and scheduling for Corrective, Preventative and Predictive maintenance. This considers working closely with planning teams to ensure effective planning and scheduling  

5. Maintenance Reliability :

Focus on asset information for informed decision making about asset reliability to alter operations and maintenance schedules and strategies. This considers working closely with Asset Management and Inventory Management team to ensure increase asset reliability across the organisation

6. Operator Driven Reliability : 

Focus on competency and competency development of workforce to manage and maintain assets. This considers working closely with Competency, Learning and Development to ensure operator has better understanding about Asset performance

7. Inventory Management : 

Focus on consistency for inventory and spare parts management including numbering and naming standards. This considers working closely with Inventory management to ensure standardisation across Maintenance and Inventory department 

8. Metrics and Performance : 

Focus on appropriate metrics that informs operations and maintenance decision making. This considers working closely with Data, Reporting and Analytics team and senior stakeholders to measure and report strategic KPIs on Maintenance performance 

9. Asset Management : 

Focus on framework to enable long term strategy view and risk – based decision making from a position of information. This considers working with Asset Management and IT teams to provide achieve Asset strategy through optimal “risk based” approach

(Note: This framework is based on my experience working with United Utilities, UK)

Step 1: Corrective 

In this level, an asset is fixed only after it fails. Maintenance is deferred until it actually has to be dealt with. 

Step 2: Preventative 

Here, assets are fixed prior to failure. Preventative maintenance is planned, scheduled, and coordinated.  

Step 3: Condition-based 

In this stage, alerts are delivered that center around a single failure point. The issue, of course, is that it doesn’t consider the asset’s health as a whole, but instead breaks it down on a micro level.

Step 4: Predictive 

This is based on measurement and fixing based on findings. Here, asset maintenance is predicted through analysis and evaluation, then planned, scheduled, and coordinated. This level is focused on ongoing monitoring.

Step 5: Prescriptive 

This level seeks to eliminate defects, improve overall precision, redesign elements that are no longer working, and get the best and most efficient processes and operations from the asset. 

Five steps of the

Maintenance

Maturity Model

• Most organization currently operate in either Level 2 (Preventative) and strive to achieve Level 3 (Condition – based) through deployment of initiatives that drive more mature integrated Maintenance regime. 

• One of the “Analysis – Paralysis” conundrum that these organizations often fall into is striving for Level 5 Maturity without understanding the dynamics of the business strategy and current maturity level. This drive for ‘excellence’ may prove counterproductive and often cost prohibitive in the long run. Hence the target maturity model that complements the overall strategy for the organization must be carefully selected, chartered, and communicated from top management across organization

Pro Insights

Five steps of the Maintenance Maturity Model

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Maintenance Reliability Target Operating Model (TOM)

Map the TOM for Maintenance Reliability using the framework

To start progressing on Maintenance Maturity model, the organizations must first develop a Target Operating Model which takes into considerations People, Process and Technology change levers to drive towards the desired maturity level. The TOM must ensure it maps overall business strategy, its impact on overall maintenance reliability program and focuses on maturing competency of workforce to improve maintenance regimes through adoption of new process and technology that supports process and maintenance framework. The key focus for TOM is to break inter-departmental silos and dependencies and drive them towards a common goal and purpose. This ensures the complete traceability of actions taken by the departments and how those reflect towards improvement of Maturity model.

Using ServiceNow® with the Maintenance Reliability TOM

ServiceNow is a cloud-based workflow automation platform that enables enterprise organizations to improve operational efficiencies by streamlining and automating routine work tasks. The Now Platform provides a common user experience, workflow and integration framework as well as a powerful platform-as-a-service (PaaS) environment for building and delivering custom solutions. Using a single data model, it makes it easy to create contextual workflows and automate business processes. The platform's Intelligent Automation Engine combines machine learning with automated actions to dramatically reduce costs and speed up time‑to‑resolution.

The Key Features of ServiceNow®

Customer Experience

Employee Experience

Operating Excellence

Technology Excellence

Build and Automate

• Deliver exceptional customer experiences
• Address customer needs quickly, proactively, and consistently.
• Unleash the power of your full organization to increase customer loyalty

• Help your people do work that creates real value and free them to do their best work.
• Provide employees with connect and unified experiences. 

• Give your people the right support and foundation so their energy is expended on the most important issues. do their best work.
• Drive a continuous state of alignment and connection across the entire organization. 

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The key features of ServiceNow®

summarized to five areas

• Ensure your people get the tools and technology they need no matter what.
• Fuel your organizations's business transformation trough constant innovation.

• Help people eliminate non-value work by enabling them to innovate and build apps
• Make is simpler and more democratic with low-code tools, all in a single platform.

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Consider more examples of how

ServiceNow can support TOM

1. Improving Asset Management Experience – Use of Operating Excellence capability to extend the life of asset in field or factory.

2. Improving Customer Experience – Use of Customer Experience and Build and Automate capability to build a ‘Real Time Communication’ to the customer about the work carried. This communication can be done over mobile devices​ thereby significantly improving the CSAT and engagement scores.

3. Changing Workforce Experience – Use of Connected Workforce capability to:

     a.    ensure Right job (Job card of what to do) 

     b.    for Right person (Correct competency) 

     c.    with Right tools (technology and parts)  

     d.    at Right location (GIS, Geo Mapping) 

     e.    on Right time (Maintenance schedules and timesheet to complete)

4. Accelerate asset maintenance maturity to the desired level.  

5. Create requirement for new asset, training, and competency for the workforce.

Summary

Desired maturity of Maintenance Reliability can be achieved through adoption of a well-defined and companywide communicated framework. The key to success is to ensure the departments and stakeholders that affect the maintenance framework (customers, workforce engineers, supply chain and inventory, system of records) share a common view of the workflow which can be managed via NOW Platform. This approach will certainly help to leverage investments in existing System of Records and create the orchestration required.

For More Information

Amogh Dhamankar

• Strong domain knowledge in Energy and Utilities
• Passionate about contributing towards use of technology to enable Digital Transformation
• Transformation and Technology roadmap development including business case – benefits definition and realization
• Build and leverage relationships with executive stakeholders to drive business outcomes
• In-depth knowledge of HR (Success Factors), Procurement (ARIBA) Cyber Security (Intrusion Detection System)