Abstract
Abstract Increasingly, oil and gas companies look to service providers to deliver validated solutions for difficult operational problems, quickly and dependably. This paper describes a transformation program designed to meet this need and create a quantum leap in operational efficiency and service. Descriptions with lessons learned are outlined for the two components of the program—a support organization that links service delivery personnel directly with technology centers and other parts of the field and a knowledge management (KM) methodology that encourages knowledge sharing and reuse. Specifically the paper describes the program's support organization, information technology (IT) tools, processes, metrics, and change management, including training, communications, and recognition. The primary application of this enabler is to maximize the performance of field engineers by providing secure, convenient access to validated information such as best practices or to expert groups for virtual collaboration. In addition the impact on new technology development, technology sustaining, and service training and documentation has been substantial. Results have been excellent in service improvement, product development, and financial benefits.
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