Monitor-Research – DESIGN.GOTHE.SE

April 17, 2020

Monitor Personas – Bryan, Operator

“I can find the root-cause of an anomaly by prioritizing alerts and trouble-shooting data across multiple systems with 100.000’s of IO points and take early actions to prevent a costly M$ crisis”

Bryan, the Operator

Bryan is an Operator in a remote operations control center in an asset-intensive industry. He works shifts and is assigned monitor responsibilities on one or more sites with control systems up to 100.000 IO points each. His organization needs to scale operations using a more automated solution designed to find the issues before an alert is triggered in the control system so he can mitigate issues and impact before damage occurs or production halts. He needs real-time visibility, root-cause troubleshooting, and AI-driven alerts at scale.

Devices

5-7 years of experience

Master’s degree in Engineering

Control system consoles, Maximo Suite, Email / SMS

Soft skills

Communication

Interpersonal

Detail-oriented

Customer-centric

Responsibilities

Monitors assigned systems
Prioritizes and Validates alerts
Notifies and Escalates
Documents incidents

Pain Points

Overflow of alerts from multiple co-occurring critical situations
Visibility to data
Structure, organization, and navigation to related data in a hierarchically decomposed system
Analyze expected vs actual data trends
Work effectively with remote engineers

Needs

Access to system and asset state, through control systems, and equipment sensors
Data analytics notifying me of abnormalities in equipment sensors data
Access to historical data and alerts to analyze trends and root causes and access to historical incidents and the root causes, actions, and resolutions
Collaboration with my engineers acting as my hands and eye on the facility floor

Tasks

Monitors one or more systems
Prioritizes alerts and notifications
Validates alerts and root-causes
Assesses risks and impact
Takes actions
Learns and improves

Goals

Manage my 10+ industry systems
Keep my list of alerts down
Assess severity, criticality, and risks to
production
Minimize downtime, damage, the risk to personnel
Notify and engage others early

Pain-Points / Frustrations (current tools)

Lack of data to stay ahead of problems
Lack of notifications on anomalies and trends
Depends on the control system and control system alerts
Depends on engineers on the floor to validate issues and root causes
Access to operational instructions
Understand operational risks and impact

Monitor personas
Learn about the Monitor personas

Key Stakeholders

Bryan depends on the following key stakeholders

Application Administrator
Maintenance Supervisor
Maintenance Engineer / Technician

March 17, 2020

Monitor Personas

mats Monitor-Research

Key Stakeholders

This article overviews the persona stakeholders in the Maximo Asset Monitor application.
These key stakeholders are:

Bryan – Operator

Oscar – Application Administrator

Ed – Maintenance Supervisor

Eli – Maintenance Engineer / Technician

Figure: Key stakeholder interactions in the Monitor user journeys.

Bryan, the Operator

His organization needs to scale operations using a more automated solution designed to find the issues before an alert is triggered in the control system so he can mitigate issues and impact before damage occurs or production halts. He needs real-time visibility, root-cause troubleshooting, and AI-driven alerts at scale.

Oscar, the Application Administrator

“I setup and configure the Maximo applications for the end-users”

Oscar is an Application Administrator in IT Organization. He is responsible for administering the IoT solutions used by his line of businesses. He is installing, configuring, and maintaining solutions like Maximo Asset Monitor for the operations team. With Maximo Asset Monitor and Anomaly Monitoring, he is responsible for configuring the asset information model, configuring anomaly models, alerts, and operational dashboards.

Devices

5-7 years of experience

Also known as: Maximo administrator, Maximo Asset Monitor administrator

Computer Science

Maximo Suite, email, SMS

Responsibilities

Performs application package installation and maintenance
Configures application and service integrations
Performs access control administration, including Uses, APIs, Groups and Roles
Works with a LOB to define the business process workflows, then translate them into application settings and configurations
Works with Business Analysts to configure application AI models and rules
Configures data source connections and manages data ingest and data transformation
Defines data storage schemas

Needs

I need reliable and performing IT infrastructure services for my Monitor application
I need to understand the business requirements and the operational and engineering practices to configure the monitor solution
I need to be a bit of a developer to do the tool configurations

Ed, the Maintenance Supervisor

“What are the priorities today…and how often will they change?”

Ed is the Maintenance Supervisor that schedules maintenance tasks based on maintenance schedules, anomalies, or predictions of failure.

Devices

5-7 years of experience

Mechanical Engineering

Also known as: maintenance manager, lead maintenance technician

Maximo

Responsibilities

Respond to urgent and changing maintenance priorities
Plan open work and match qualifications of team members
Stay updated with team member assignments
Reporting status

Pain Points

Constantly firefighting –moving techs from one hot job to another –leading to cost and schedule inefficiencies
Techs complaining about assigned work
Unqualified labor Inaccurate or incomplete information on Work Orders
Work being poorly planned

Tasks

Manage ever-changing priorities of work (Approve, Assign, Manage, Close)
Match qualifications of team members to open work.
Knowing where each team member is at all times
Reporting status to his boss, other managers, and Brianna (Peer)
1:1 Time with Technicians on Daily Basis (Chat, Coffee)

Eli, the Maintenance Engineer

Eli is the Maintenance Engineer that services equipment based on work orders and job plans.

Devices

1-3 years of experience

Mechanical Engineering

Maximo

Also known as: engineer, technician, maintenance technician, journeyman, craftsman

Responsibilities

Perform incident repairs to resume operations
Assess and act on alerts to minimize downtime, damage, risk
Perform assigned maintenance
(scheduled, preventive or predictive)
Keep my list of assigned work orders down
Improve equipment performance
Improve site productivity

Pain-Points

May not know “What’s wrong? What’s causing this?
Feels responsibility for M$ process disruptions or risk to life
I need access to the equipment to keep my ‘wrench-time’. Have tools and parts available, in time.

Needs

Access to assigned work orders, by priority
Access to production line equipment, documentation, plan drawings
Maintenance description
Access to real-time equipment sensor data
Notifications from the equipment control-system
Task descriptions to resolve an incident