Posts Tagged ‘Surveys’

Periodic Infrared Inspection Best Practices – Route Based Surveys

Introduction
Beginning in the late 1960’s, thermal imaging was limited to power line and substation inspection of overheating electrical connections. Those systems were bulky vehicle-mounted systems that cost perhaps as much as $500,000 in today’s dollars. While these systems offered for the first time an easy and intuitive method of identifying connection problems, these systems could not measure temperature or digitally record images for later analysis and reporting. The worldwide market in 1970 for infrared cameras was less than 50 units. Today the market for infrared cameras used for maintenance inspections is projected to exceed 18,000 cameras. Thermography along with vibration monitoring, oil analysis, laser sighting-based rotating machinery shaft alignment and ultrasonic testing have become the toolset used by maintenance departments at an ever increasing number of capital intensive facilities.  
By adopting a route-based thermography approach along with an in-camera database and intuitive data logger PdM users can save time, get more consistent results and dramatically improve their thermography program return on investment (ROI).  
Today’s operations manager is under tremendous pressure to increase asset availability, decrease costs, deal with employee skill levels and turn over, safety regulations, ISO quality compliance and an ever increasing competitive environment. A new class of thermography data collectors is now available designed to create and follow user-created routes, capture in-the-field incident details and automate report generation and run database synchronization. By adopting a route-based thermography approach along with an in-camera database and intuitive data logger, PdM users can save time, get more consistent results and dramatically improve their thermography program return on investment (ROI).  
CMMS Isn’t Route-based Maintenance  
The dilemma is that the CMMS provider does not think in terms of route-based activities at all. Their systems are driven by work orders. If each inspection is given a work order number, you can do the inspections in a route documented with more than 250 work orders. First of all, this is impractical for the person doing the inspections, and secondly, it will require a lot of time for someone to close all the work orders.   Another way route-based activities are performed in a work order-driven CMMS is to give each route a work order number and describe each inspection in a sub-work order. This still creates complications and administrative time. A third example of how some plants try to document and administer route-based activities is to give each route a work order number and have the route documented in a spreadsheet. Again, the dilemma is that this method will not support effective routes and will make it more cumbersome than necessary to change the content of inspections, transfer tasks to operators, change frequencies, merge mechanical and electrical inspections, and so forth. All of these activities are frequently done if you have a good system implemented.   The solution is, therefore, to have a standalone system for route-based activities. Even in a time when it seems like all activities must be integrated into one company-wide system that covers everything, the best solutions can still be standalone systems. There are very few things-if any at all-in a route-based system that need to be tied with other activities. Therefore, you can very well buy a standalone system for this activity. A single-user system that can do this well is not expensive.  
Pen-based Computers Simplify Field Data Collection  
Pen tablet computers allow the technician to collect infrared inspection data, perform temperature analysis, diagnose the problem, evaluate their urgency, suggest corrective actions and capture a visible reference image. Powerful handheld, pen-based computers are now integrated into infrared cameras that provide a field technician performing on-site inspection and maintenance all the computer power needed to do the job swiftly and efficiently-whether it is integrating their operations with the computerized maintenance management system or testing, diagnosing, and repairing equipment on the spot.  
The pen tablet is the most widely used device to be deployed in field applications because of the versatility of its interface, its touch screen for data input and significant memory capability.  
Handheld Pen Computers
For industry and the military, the problems with using laptops in the plant or the field are being solved by handheld pen-based computers-a pen tablet or a personal digital assistant (PDA). To date, the pen tablet-almost as powerful as a laptop but smaller and lighter-has become the most widely used device to be deployed in field applications because of the versatility of its interface, its touchscreen for data input and significant memory capability. The HotShot HD infrared camera by Electrophysics incorporates a tablet PC processor running on the Microsoft Windows CE operating system. The touchscreen features direct-function icons large enough for finger actuation and additional data-type features like file naming using a stylus. More reliable data is obtained. Error-prone, handwritten records are replaced by reliable data, automatically gathered, stored, and consistently available throughout the enterprise. Record keeping costs are reduced. Less paperwork lowers administrative overhead because data is processed more efficiently and disseminated widely without producing redundant copies-or even any printed record at all.   Decision making is faster and more cost-effective. By integrating real-time field reports with the computerized maintenance management system (CMMS), managers at all levels share complete, up-to-the-minute information, and can react quickly to changing field conditions or emergencies. Condition monitoring tests involving a number of parameters-vibration, heat, oil quality, pressure-can be compared quickly to confirm impending problems before they become catastrophic.  
Data Collection
Maintenance starts with knowing what is going on-how equipment is operating, what increased stresses are being applied, how conditions have changed. Data must be collected, either by a remote monitoring system or by workers on-site. In the latter case, the handheld computer makes data collection faster, more accurate, and more flexible.  
Route-based Infrared Inspection
Many PdM technicians are familiar with, or are users of, route-based vibration data collectors. Many of today’s vibration instrument vendors provide software tools on both a PC platform and their portable vibration data collectors to organize and create route instructions that are uploaded into portable systems that assist the user through a series of inspection points. For example, Electrophysics’ HotShot HD is the first infrared camera of its kind to integrate route logic and all the necessary interfaces to create routes and capture all the inspection details within its pen-based computer with in-camera data logger. The camera features two route programming modes.  
Mode 1: Learn a Route
At most facilities it is advantageous to create a route file by simply walking along and entering each point according to the natural flow of how equipment is laid out and to optimize any support labor or the need to comply with safety regulations such as personnel protective equipment (PPE) policies. At each point the operator captures a reference image and enters location and equipment detail. At the conclusion of the walk/learn route creation the route log file is uploaded into the PC database application for editing and to add any additional information desired.  
Mode 2: Create Route File in PC and Upload to Camera
In this mode the user populates the thermography asset database with data exported from a CMMS system or with new data records and creates a route by selecting files in order of intended inspection sequence. A route log file will be created and once uploaded to the camera will pull all relevant data sets into the camera. On-screen prompts will direct the user from point to point. An additional feature enables the user to add a point not on the current route and then synchronize the updated route log file if the new inspection point is intended to be included on a recurring basis.  
Route Prompts Guide Data Collection
Once a route is created and uploaded to the camera, the camera presents prompts to help guide the user from point to point. It is possible to add descriptive information that gives the inspection some level of instruction about the point.
Return on Investment
In order to fully appreciate the impact of a comprehensive software suite (asset database, route management and report generation) we have constructed an analysis of costs of a thermography program and the potential improvements that can be realized with highly integrated in camera and PC host software. For this analysis we will make the following assumptions:
The cost of camera and software is $20,0001
The burdened hourly salary of an infrared technician is $60 an hour or about $125,000 per year.
The technician uses the infrared camera 50% of the hours worked.
The thermography program documents 20 incidents per week or about 1000 per year.
The camera is a capitalized asset and is depreciated over 5 years
Yearly savings of nearly $14,000 can be realized 
The ROI on productivity tools is very high since they are integrated into systems available for less than $20,000.
1 – The monthly costs for the camera, based on a 5-year or 60-month depreciation schedule, are about $350 per month. The costs for the infrared camera operator will be $1200 per week or $62,400 per year.
Conclusions
The largest cost in a thermography inspection program is the camera operator/technician. By focusing on incorporating advanced features including route management and in camera data logging operators can [...]

IT Help Desk Surveys and IT Customer Satisfaction Surveys Boost IT Performance

Problems IT Help Desk customers frequently encounter
Whether your organization has an in-house or outsourced IT Help Desk, some of your IT Help Desk customers are likely dissatisfied with the service they are receiving. Some of the common causes of dissatisfaction with IT Help Desks include:
1. Rude Help Desk Service Reps.
2. Long wait times when calling the Help Desk or after submitting a service request by e-mail or using a Help Desk Web portal or ticket system
3. CSR’s that don’t understand their customers’ problems
4. Closing IT incident tickets before problems are resolved
5. Lack of follow-up by IT Help Desk CSR’s
6. IT customers confronted with recurring problems for which the cause never gets addressed or eliminated
7. Inadequately trained IT Help Desk Service Reps that lack knowledge needed to solve problems
8. IT customers having to explain their problem or question to multiple CSR’s and IT technicians
9. IT customers having to wait a long time for Help Desk problem resolution, hardware repairs, software installation, and other IT support provided at their desk or by phone/e-mail
10. IT Help Desks not being staffed when customers need support (nights, weekends)
11. IT Help Desks having CSRs with difficulty communicating with IT customers in English (e.g. IT Help Desks often outsourced in other countries)
Assessing IT Customer Satisfaction and IT Performance
The best way to assess IT Help Desk customer satisfaction and IT Help Desk performance is to conduct an “IT customer satisfaction survey”.
An IT customer survey gathers IT customer / IT user perceptions, experiences and suggestions about IT Help Desk performance, along with the performance of other IT services. The collective information and insight provided by IT customers provides IT Help Desk and other IT managers with the ammunition they need to make changes to increase service levels and customer satisfaction.
In a well designed IT survey, IT customers indicate their satisfaction level with the in-house or outsourced IT Help Desk and with the other IT support services including Desk Side Support, Application Support, Network Support and any other IT services. IT customers also include comments and suggestions related to the specific issues included in the survey questions.
The IT survey should include questions about IT CSR knowledge, problem handling and resolution effectiveness, CSR courtesy and professionalism, timeliness in actually contacting the Help Desk, timeliness in getting problems resolved, ability of Help Desk CSRs to understand the customer’s problem, follow-up by CSRs and other pertinent questions.
To achieve the best results, IT survey responses should be anonymous. IT customers are more likely to respond to IT surveys and to provide honest feedback when they know their responses are anonymous, eliminating any chance of retribution from IT staff if negative ratings and comments are given.
Most organizations that conduct “IT Help Desk surveys” conduct the surveys annually or semi-annually, using the same questions in every survey. Some organizations do a great job of taking action based on the survey results, while other organizations take minimal action. When we conduct IT Help Desk surveys for our customer companies and other types of organizations, we provide them with trend reports that track progress in addressing problem areas and opportunities needing improvement. Help Desk managers receive survey data that identifies areas of strength and weakness, where improvements have been made since previous surveys, and where Help Desk customer satisfaction levels have decreased.
Most IT Help Desk customers respond to surveys with the expectation that their feedback will be taken into consideration and acted upon. When IT Help Desk managers take action on survey results and Help Desk performance and service levels are visibly improved, IT customers are more likely to respond to future surveys.
Important IT Help Desk survey design and survey execution issues:
1. Asking the right questions and wording them effectively.
2. Making IT survey responses anonymous. IT Help Desk customers are more likely to respond to IT surveys and to provide honest answers when an outside survey company conducts the survey and they are comfortable that their responses will be anonymous.
3. Including IT customer demographic questions (location, department and other pertinent demographic information), and generating survey reports for each demographic criterion.
4. Providing the opportunity to include comments and suggestions along with ratings.
5. Encouraging participation in the survey.
6. Sharing the survey results with IT Help Desk customers and IT Help Desk employees.
7. Acting on the survey results.
8. Conducting the survey annually, semi-annually or quarterly and tracking IT Help Desk customer satisfaction and IT Help Desk performance progress.
Acting to increase IT Help Desk Customer satisfaction and IT Help Desk performance
Some of the actions that CTOs, CIOs, IT Help Desk managers and other IT managers can take to increase Help Desk service levels and customer satisfaction include:
1. Providing training and mentoring for IT Help Desk CSRs in how to handle customer calls, problem handling and resolution, acting professionally, technology knowledge, IT customer follow-up and other pertinent issues.
2. Identifying and managing IT Help Desk customer expectations for service.
3. Establishing and communicating SLAs (service level agreements or standards) to Help Desk CSRs and IT Help Desk customers.
4. Ensuring that Help Desk CSR hiring practices are effective in hiring the right people to staff the IT Help Desk.
5. Staffing and scheduling the IT Help Desk to provide consistently high levels of customer service based on IT customer demand for service.
6. Identifying and eliminating recurring technology problems.
7. Streamlining the IT environment.
8. Providing effective IT Desk Side and Application support.
9. Having an effective IT Help Desk ticket tracking system, managing ticket ageing to keep the backlog minimal, and ensuring that tickets are not closed prematurely, before problems are resolved completely and effectively.
10. Sharing IT survey results with IT Help Desk staff and other IT employees, enabling them to understand how IT customers perceive the effectiveness of IT Help Desk and other IT functions.
11. Creating an action plan to address the issues and opportunities identified by the IT survey and tracking implementation of actions/changes made to increase IT customer satisfaction and service levels.
Reasons to conduct IT Help Desk Surveys
Conducting IT Help Desk surveys and other IT customer satisfaction surveys / IT user satisfaction surveys is well worth the effort. When designed and executed well, with effective analysis of the survey data and timely action taken on opportunities, IT survey benefits include:
1. Significant increases in IT Help Desk service levels and customer satisfaction
3. Improvements in performance of the IT Help Desk and other IT functions
4. Decreased cost of delivering IT Help Desk and other IT services as they become more efficient and recurring problems are reduced or eliminated
5. Increased service levels for your company’s external customers as employees are able to perform their job more effectively as a result of improved IT Help Desk performance
6. Reduced pressure on CIO’s, CTO’s, IT Help Desk and other IT managers as IT customer satisfaction increases