Rick Dolezal | Anchorage Users Group 2015 Industry update ......Field Service Engineer Cadet Program...

© ABB

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Industry updateServing the changing needs of oil and gas facilities

Rick Dolezal | Anchorage Users Group 2015

Month DD, YYYY

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Why we have this meeting

Month DD, YYYY

We’re glad you’re here!1. Networking

2. Meet ABB folks

3. Understand your issues

4. Your input - What IS working?

5. Your input - What IS NOT

working

6. Let you know things we are

doing to serve you better

7. Show you our plans for future

product developments

8. We enjoy hanging with you

© ABB

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Ground rules for today’s meeting

Be candid

Specific details help

Positives are appreciated

We will not defend

Month DD, YYYY

Your words will echo inside our

walls long after you leave

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We will be of more value by:

Speeding up responsiveness

Responding promptly with a “how can I

help?” attitude

Risking – and trying new things that help

our relationship

Measuring our progress with metrics

Focusing on the positives, it is a self

fulfilling prophesy

Looking at what we do wrong……….it

provides great learning

Month DD, YYYY

Focusing our people on your

industry

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Alaska landscapeOil prices and ‘gigprojects’

January 16, 2014

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Oil Price and Capital Expenditures

Oil prices:

Consensus view: prices averaging

$60 (2015) - $70 (2016)1

Month DD, YYYY

Natural gas:

Demand has grown (currently 140.5

Tcf)

Demand is 17.6 Tcf greater than

what is being produced

Production rose 1.3% in 20142

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Natural gas – Alaska LNG

Largest gas project in history of Alaska

Largest infrastructure project in history

of North American

One of the largest stranded gas fields in

the world

Could potentially influence growth:

Power plants

Shipping

Lower oil prices have not stopped this

project

Month DD, YYYY

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What keeps you up at night?Survey of plant managers

January 16, 2014

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2013 Survey

Month DD, YYYY

What are the biggest business issues that keep you up at night?

0%

5%

10%

15%

20%

25%

30%

35%

40%

2013

2012

2011

2010

2009

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Automation & Power World 2013

Month DD, YYYY

Survey Data

1%

3%

4%

9%

11%

11%

12%

13%

14%

16%

18%

19%

25%

27%

27%

31%

35%

37%

38%

0% 5% 10% 15% 20% 25% 30% 35% 40%

Inflationary risk

Other

Environmental impact of operations (climate change)

Continued growth of the economy

Security (physical/network)

Getting more from existing Power & Automation…

Energy efficiency/Energy savings

Competition

Innovation leading to better products or services

Regulatory compliance

Increasing sales or revenue

Keeping up with industry trends

Employee safety

Reducing unplanned downtime

Operational excellence - execution and delivery

Aging work force/Attracting and retaining the best…

Improving productivity

Aging infrastructure

Cost pressures

2012 Top 4: Operational Excellence, Aging Infrastructure, Aging Workforce/Attracting talent,

Employee Safety

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Automation services landscapeABB is a global leader in service

January 16, 2014

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ABB is growing our Services capability

Customers are asking for

this

The marketplace continues

to predict a high demand

for Service

We are investing in people

Month DD, YYYY

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Automation services

Month DD, YYYY

ABB position in Globally

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Service resourcesTraining and support programs

January 16, 2014

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Field Service Engineer Cadet Program

Dedicated Resource Development Manager

Recruiting, orientation, basic training (safety, time entry, service reporting, expense reporting, etc), OJT coordination, final field placement

Three standard curriculums (800xA, Symphony, P&P QCS), but have included LV Drives, Proposals, and Technical Support new-hires in training

Six month program includes classroom training and OJT with experienced engineers. Result is full-time assignment in field service out in the regions.

Run 2 to 4 classes per year, depending on turnover and growth requirements

Formal commencement ceremony for cadets reaching the 3-year milestone: Transition to Sr. Field Service Engineer

Month DD, YYYY

Structure

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Provides pipeline of critically needed

resources as we face an aging workforce

Builds bench strength to capture emerging

opportunities (i.e. backfilling for your

resource needs).

Month DD, YYYY

Benefits

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Control System Engineers

4-6 months training mode Including OJT

6 months at 50% utilization, 100% after 1

year.

800xA or Symphony Harmony

Engineer may be resident (assigned to one

customer contract), or demand (travel and

support multiple customers)

Month DD, YYYY

Training Paths

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130 people through program since 2008

70% retention rate in Service since inception of

program

50% College graduates (BSEE, BSME, BSCE, IT)

50% Military (Orion recruiting)

Many “cadets” have aspired to other positions

within the organization,

including business development, sales account

management, leadership, regional technical

advisor, service coordinator, technical instructor,

etc.

Month DD, YYYY

Statistics

# Cadets by Year Grand Total

OCS Service Engineer Cadet 80

2008 21

2011 15

2012 24

2009 4

2013 10

2014 6

QCS Service Engineer Cadet 47

2008 3

2011 19

2012 9

2013 3

2014 13

Proposals Cadet 1

2013 1

Drives Service Engineer Cadet 1

2013 1

Remote Enabled Services Cadet 1

2013 1

Grand Total 130

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Safety Systems Support

Month DD, YYYY

Tüv Certification Training for select field service

individuals

T309 safety systems course. Instructor is Tüv

certified.

All RTAs (Regional Technical Advisors) will be Tüv

certified and ABB SIS trained by end of Q1 2015.

Tech support resource to be trained by end of Q1

2015.

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Meet our Field Service Cadets

Cadet video

Month DD, YYYY

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Service Customer Advisory BoardOffering strategic input

January 16, 2014

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Service Customer Advisory Board

Goal

To have key customers give us

feedback on how we are doing and

to have their input guide our focus

and efforts

Seven members

Cadence of regular meetings with this

team

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Service Customer Advisory Board

Name Company Software

Frank Berry AIR Products &

Chemicals, INC

Conductor NT 5.0, semAPI 2.2, PPB 2.0, Composer

5.0, 800xA 5.0

Michael Smith Arkema 800xASV5.1, Composer 6.1, Harmony Gateway 5.1,

IET800, OPC Server for Harmony 6.0, OCS

Evolution Libraries 2.0, 800xASV5.0, Process Control

Device Library SV5.3

Chuck Willcox BASF Process Portal B 2.0, Batch 1.3, Composer 5.1,

Harmony Connect for PPB 2.0

Willard "Skeeter" Reed International Paper 800xASV5.0, 800xASV5.1, AC450 Based License,

PC Based QC License, PPLib800xA 5.2, IET800,

Control Builder A 1.3, Composer 5.0, Advant

Controller 450 2.3 Master

Steve Elliott North Pacific Paper

CORP

S+ 2.0, PPA2.1, 800xASV4.1, 800xASV5.1, IET800,

Harmony Gateway, Compact Control Builder,

Composer 6.1, Advant Controller 450 2.3 Master, AC

400 Connect 2.1

Anthony Burns Styrolution--Bayport Site 800xASV5.1, AdvaBuild 3.7, Enterprise Historain 3.2,

OPC Server for MOD300 1.2, Advant Controller 460

1.6MOD

Michael Anderson Westlake Chemicals PPB 2.0, 800xASV4.1, 800xASV5.1, MOD300

Connect for PPB v2.4, OPC Server for MOD 300,

v1.3

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ABB service areas appreciated by the board

Month DD, YYYY

From 2014 Q4 board meeting

Project time tables are accurate so able to

execute projects on time as needed.

Listening to the CAB and making improvements!

Keep this group going.

Like the options for service support.

Following the “published” schedule for the

quarterly meetings is better.

Automation world is excellent. We enjoy

attending, even if it is every other year.

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ABB service focus areas outlined by the board

Solutions bank still needs improved! Search’s are still hard

to complete and to many levels to sort through.

Update on solutions bank to add capability to “search”

within results

My “control system” should be linked to solutions bank to

help improve results.

Need to improve the “updates” on “My control system” of

our hardware / software.

Issue resolution – takes far to long to get to issue resolved.

Don’t seem to get the correct attention to focus on the

issue. If the customer is not pushing, nothing seems to get

done on the issue. Seems that resources are to thin to be

able to provide help.


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ABB service focus areas outlined by the board

The folks that can work on the old / new systems at the

same location.

Do you have a service “mentoring” program? Connect the

old and new together?

Assign a “starting tech or 2” for each account, that way we

don’t have to start over with each call. Maybe the TAM will

be this person but not enough information to know.

Bad experience with implementing TC’s and various ABB

patch’s / feature patch, need to make them work better.

Only doing them to help resolve problems but seem to

create problems. Once again, with a hybrid system. Is the

testing of the systems before release being done properly?

Need more training class’s in Houston area for Mod.

Issues in training class with hardware and virtual systems.

Month DD, YYYY


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Changes you are responsible for

1. Marketing statement – Experts who know your process

2. Licensing structure for HPG – 24 hour turn around

3. Improved proposal turn around time

4. Fast budgetary proposals

5. Search algorithm for Solutions Bank

6. Solutions Bank forums monitored

7. Service Manager training

8. Real time web page for “contract hours used”

9. Recent hires learning legacy systems

10. Solutions Bank Notifications improvements

11. Solutions Bank Chat

12. Track technical support cases on-line

© ABB Group

February 20, 2015 | Slide 27

12

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Arkema (Calvert City, KY)

“Issue: 800xA SP2B communicating with HART

devices through a PM865 HI controller and HART I/O;

integrating diagnostics with 800xA Asset Monitoring.

Rich Beattie was very diligent in his work and

continued to support my efforts here at Arkema. He

researched bulletins to troubleshoot our problem and

found documentation released in India but not

available here.

Rich Beattie and Dhiraj Goel are very professional and

an asset to ABB.”

Mike Smith,

Staff Plant Instrumentation Engineer

Month DD, YYYY

Recognizing: Rich Beattie, Dhiraj Goel

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Styrolution (Pasadena, TX)

“Dave has done an excellent job finding serious

problem directly related to our IM nodes issue. With his

help we are fixing a problem that has existed on the

historians since they were installed. Over the last few

years no one else has uncovered this issue.

The Remote Access Link connection has also provided

value. Without that Dave would be relying on screen

captures and verbal descriptions from me.”

Stephen McKernan,

DCS Specialist

Month DD, YYYY

Recognizing: Dave Weller

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McGean (Cleveland, OH)

“The meetings went well, communication between

members was great, and Bob’s visit to site allowed him

to work out programming issues. ABB control cabinets

and associated drawings were outstanding.

I am optimistic McGean will be installing another

reactor in 2-3 years and look forward to working with

ABB again.”

Mark Merrel,

Facility Manager

Month DD, YYYY

Recognizing: Jim Rege, Robert Harnish, Joe Seruchar, Christopher Wesolowski

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Bayer HealthCare (Berkeley, CA)

“Thank you all for taking the time to put together the

Automation Technology Day at Bayer HealthCare’s

Berkeley site. The information about upcoming

enhancements in ABB automation products and the

discussion and presentations with ABB technical

experts is certainly helpful for us.”

Divakar Amin,

Associate Director PCS Engineering

Month DD, YYYY

Recognizing: Kevin McManigle, Jeff Egan, Wolfgang Felber, Karin Ly, Pat Murray, AJ Smith

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What is a Net Promoter Score?

Month DD, YYYY

“On a scale of 0-10 how

likely is it that you would

recommend company X

to a friend or

colleague?”

This overall question proved to be a more accurate

indicator of customers who will go onto to repurchase

or refer

10 years of research

4000 companies

12 industries

Promoter

Passive

Detractor

Extremely likely

to recommend

9-10

0-6

7-8

Extremely unlikely

to recommend

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Service NPS 2014Strong increase in both NPS score and respondents

21

41

50

58

0

10

20

30

40

50

60

70

2011 2012 2013 2014

Net Promoter Score

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© ABB Group

February 20, 2015 | Slide 36

Spare Parts On Time Delivery

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Sales Order Lines On Time

% Lines OT Target

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Thank-you!

Your input is driving changes

Your patience is appreciated

May have to tell us twice

May have to tell us twice

Specifics help

Thank-you for making us better!

© ABB Group

February 20, 2015 | Slide

Rick Dolezal | Anchorage Users Group 2015 Industry update ......Field Service Engineer Cadet Program...

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