Building a System in a Service Company To Assure Technical Integrity and Institutionalize Organizational Learning

Abstract

Summary A service company and operator worked together to build a system to assure technical integrity within the service company's field operating unit. They created systems and procedures to address how the service company was organized; how it performed design, how it executed the service, and how it managed the logistical issues associated with performing the service. The procedures were structured to facilitate the gathering and application of new knowledge. The process was initially tackled from an ISO 9000 quality management standpoint, but the result lacked usefulness and was rejected. A more direct and universal approach was adopted that emphasized the safety-critical and cost-critical processes that are paramount requirements of an oilwell service operation. Development of these systems required extensive thought to define the exact scope of the issues that needed to be addressed. The system had to be structured so that it would be actively utilized and not become a bureaucratic burden. Significant organizational culture changes were required to encourage personnel to learn and operate within the defined procedures. Using commonly available computer software, systems were implemented that provided access to the policies and procedures actively used by both the operator and the service company. The computer software furnished a simple framework to promote learning within the contractor's organization.