TELEMAINTENANCE
HCI INTERNATIONAL is a service company in the refining industry in West Africa. As part of its services on equipment under warranty, it works in collaboration with international experts for the maintenance of critical equipment.
During the travel restrictions following the covid19 pandemic, several of its clients saw their equipment immobilised for long periods because the international experts were unavailable. This situation aggravated the usual situation experienced by refiners. Indeed, fewer and fewer experts are refusing to travel to Africa.
To respond to this problem of absence of experts, HCI managers put themselves in the shoes of Sogeco technicians and refinery customers to understand that the real need is to repair the machines without moving an expert. And to respond to these needs, we entered into the daily life of four categories of people (PERSONA) who represent the main user groups (Sogeco Engineers and Technician, Refinery Customer, IT Agent, Other User) to find ideas to respond to the point of pain of customers in the refining industry.
The solution approved by all is to do Telemaintenance in the short term accompanied by Training to produce local experts in the long term. The assessment of this situation allows us to take the process out of Figure 1 and implement it immediately.
During the travel restrictions following the covid19 pandemic, several of its clients saw their equipment immobilised for long periods because the international experts were unavailable. This situation aggravated the usual situation experienced by refiners. Indeed, fewer and fewer experts are refusing to travel to Africa.
To respond to this problem of absence of experts, HCI managers put themselves in the shoes of Sogeco technicians and refinery customers to understand that the real need is to repair the machines without moving an expert. And to respond to these needs, we entered into the daily life of four categories of people (PERSONA) who represent the main user groups (Sogeco Engineers and Technician, Refinery Customer, IT Agent, Other User) to find ideas to respond to the point of pain of customers in the refining industry.
The solution approved by all is to do Telemaintenance in the short term accompanied by Training to produce local experts in the long term. The assessment of this situation allows us to take the process out of Figure 1 and implement it immediately.
