I was in the Middle East again this week, doing a post investment review of a major software installation that was put in place to help the Production System Optimization process. The software was installed with great fanfare in 2006 and lasted about two years before it rapidly fell out of use. We interviewed 15 people and none of them (NONE!) said the software was bad or didn't work. So, what happened?
Someone recently told me that the secret to longevity of technical work is re-selling. Perhaps you designed the process or purchased the software. You sold the software and processes to your customer/bosses and they bought it. You have to keep selling them on it, again and again. On the face of it, that's crazy. But, reality is that people change. Staff change. Managers change. Organizational charts change. And, folks simply get bored. So, what is logically a one time decision is really an un-ending series of challenges to that decision, and you the provider of that process or software have to keep showing up to the debate, keep bringing your salesmanship A-game.
I wish this company or software installation were an isolated incident, but its not. I can think of 3 other products that had the same thing happen to them. If you want your PSO processes and software tools to last in your organisation, here are some suggestions.
Establish Permanent, Full-Time Technical Leader (Focal Point) for Managing the New Process
Employ an energetic, senior technical person who has experience and can lead large projects. Ensure succession with a similarly qualified individual. Put them in-charge also of reviews of related hardware (e.g.metering and instrumentation) and given the resources for this.
Agree and Mandate a Standard Operating Procedure for Surveillance Process
It is very important to create a process in the company, by the company, that can work with the software the company has access to, and make it detailed enough to be able to train staff and establish KPIs for it.
Conservatively Estimate the Staff Time Required, and Staff Up
Think your process or software will make things more efficient? Make sure that everyone is actually doing the work already, which they may not be, which they may not admit. Going from not doing work to doing work takes more staff time.
Use a system of Super-Users in the organization to work directly with the staff involved in the process, with effective succession planning (every 3 years). Maybe it can be done with new graduates following a well-defined process. Following a well-defined, mandatory process would make it possible to make that process more efficient, sparing time for improvements elsewhere.
Set and Check KPIs
Establish KPIs and expected values, routinely monitor and report KPIs and respond to non-compliance. These are all standard ingredients in sustaining a process.
Use the Full Range of Change Management Techniques over the Long Term
This includes management understanding the procedure and routinely being interested and asking questions of staff, re-selling of the process and tools to staff and management, dealing publicly with non-compliance.
Ramp-Up Slowly, Learn from First Implementations
Do not follow the normal process of piloting and then broad implementation. There is no need for piloting, the benefits are proven. Start with one asset, learn from it, adjust, and move to the next asset. Maintain progress. Expand staff as progress is made.
Nothing Above would be a ‘Project’ with an End Date.
PSO is a process. Do not make this a project. This is the start of your new process of enhanced PSO that uses the best tools by competent staff and with ongoing management support. It only ends when the field no longer produces.
Re-Sell the Product to the Same Folks
Return periodically with the KPIs and the estimated value (either an actual measurement or at least multiple anecdotes about how well the process or software is working). Make your pitch again. What support can you give them? What suggestions to the users have? Praise the work done and give constructive criticism along with the support.
If you have some further ideas, leave some comments!
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