Abstract
This paper presents a new approach to improving service quality by measuring the effectiveness of training in improving behavioural competency using both qualitative and quantitative techniques. The result is improved waste injection operational service quality to both internal and external clients.
A new company high-pressure pumping standard and competence-based training programme (competence: defined by ISO 10015 as the ‘application of knowledge, skills, and behaviours in performance') has been developed by subject matter experts using a collaborative approach incorporating best industry practice and operational lessons learned. Implementation of the standard required the development of competence-based training, given that personnel competency is a key component in the delivery of service quality excellence.
The training involves the use of computer-based awareness training, computer-based simulator, and operation of actual workplace equipment. Trainees are assessed when performing task-based operational activities conducted by assessors (skills) in combination with successful completion of examination (knowledge) with training evaluation via subjective trainee feedback.
The successful completion of an examination and tasks under controlled training conditions alone cannot measure whether (behavioural) change has been embedded into workplace operations. Quantitative data has been gathered from trainees by examination before and after delivery of training to determine knowledge improvement. Qualitative data has been collated from trainees and workplace supervisors detailing the increase in competence through the improved knowledge, skills and behaviours gained from training and subsequent application in a workplace environment. An analysis of data and the application of this approach demonstrate the value of this process in enabling the Company to focus resources most effectively on service quality.
Introduction
Within the exploration and production industry, high-pressure operations is known to have resulted in a number of high severity incidents including a significant number of fatalities (IADC Alert site). To date no industry-wide standards or best practice guidance documents on operations have been published. Some oil and gas operators have developed internal standards for temporary high-pressure pipe-work operations and organisations such as API and some equipment manufacturers have published guidance on specific issues such as mismatched hammer unions.
Industry training in the area of High-Pressure Pumping (HPP) during Waste Injection (WI) operations has been limited to that developed in association with individual equipment manufacturers and has been heavily focussed on classroom activities and routine maintenance tasks. It was recognised that the value of this training, although beneficial, could be significantly improved by the incorporation of additional workplace practices and completion of practical tasks using a high-pressure WI flow loop and Supervisory Control and Data Acquisition (SCADA) simulator.
The company has historically utilized a robust evaluation and assessment methodology for transfer of knowledge and skills development. However, there has been limited evaluation of behavioural change in the workplace or capture of subsequent business improvements. Therefore, the measurement of improvements in service quality has not previously been possible.
The solution was to develop:
1. A global technical standard to address HPP operations, an integral part of the company's WI business line.
2. An enhanced HPP operations training course to supplement the existing Waste Injection curriculum.
3. An improved assessment process including post-training workplace assessment and measurement of the subsequent improvement in service quality.
