A simple task or a

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Setting Service Levels
-

A simple task or a
major challenge in
Asset Management?



Kevin Young

Hunter Water Corp.

11 April 2002

2

3

Asset Management
-

A Definition


Different approaches to meeting or
determining service levels

-

Kevin Young


Asset capability / whole of life costing






-

Peter Buckland

Meeting agreed customer service levels
while minimising whole of life costs

4

Setting Service Levels


A number of categories


Environment


Health


Customers


Requires alignment of service levels
with Business Plan / Corporate
Planning

5

Setting Service Levels


Range of approaches world wide


Fixed mandatory levels under an
operating contract / licence


Continuous improvement to higher
service levels


Maintaining condition of assets
(a proxy approach)


Determined in consultation with
customers

6

Hierarchy of Service Indicators in
an Operating Licence Framework

Vehicle

Penalty

Data

Performance
Indicators

Operating
Licence

7

Service Levels under an
Operating Licence


Determined based on historic performance


A minimum safety net of customer
protection

Water Supply - Discontinuity
88
90
92
94
96
98
100
1992/93
1993/94
1994/95
1995/96
1996/97
1997/98
1998/99
1999/00
% Props Without Supply > 5 Hours
Cumulatively Per Annum
Result
Licence
8

Continuous Improvement to
Higher Service Levels


By benchmarking


By “league tables”
-

comparison
by embarrassment


Needs good information of cost /
service level trade
-
off

9

Setting service levels and
trade
-
offs

Service Level

(Effectiveness)

High

Avg

Low

Low

(High Costs)

High

(Low Costs)

Avg

Productivity Level(Efficiency)


L


G

Best


Performers

K









A

H

E

I















B

F

J

M

D

C

Inefficient:

High Cost/Unit of Service

Poor Performers:

High Cost/Low Service

Service Level

Potentially Inadequate



Setting of Service Levels
-

Link to Replace/Repair Decision


PER UNIT COST TO COMMUNITY

INCREASED

FAILURES

REDUCED

FAILURES


LEVEL OF SERVICE

HIGH



ASSET LIFE


LOW









11

Life Cycle Costs


Must include community costs


water continuity direct costs


social disruption costs


traffic


property damage


environmental costs



Setting of Service Levels
-

Link to Replace/Repair Decision


PER UNIT COST TO COMMUNITY

INCREASED

FAILURES

REDUCED

FAILURES


LEVEL OF SERVICE

HIGH



ASSET LIFE


LOW











Setting of Service Levels
-

Link to Replace/Repair Decision


PER UNIT COST TO COMMUNITY

INCREASED

FAILURES

REDUCED

FAILURES


LEVEL OF SERVICE

INCREASING COST
-

DECREASING SERVICE

INCREASING COST
-

INCREASING SERVICE

A

B

A
=MIN. COST

B
=MAX. SERVICE


PER UNIT COST
-


“ BEST VALUE


FOR MONEY”

HIGH



ASSET LIFE


LOW











Setting of Service Levels
-

Link to Replace/Repair Decision


PER UNIT COST TO COMMUNITY

INCREASED

FAILURES

REDUCED

FAILURES


LEVEL OF SERVICE

INCREASING COST
-

DECREASING SERVICE

INCREASING COST
-

INCREASING SERVICE

HIGH



ASSET LIFE


LOW









C

C= APPROPRIATE
CUSTOMER
SERVICE
LEVEL AND
COST

15

Minimum Total LCC

Network Roughness (NRM)

Life Cycle Cost vs Network NRM

16

Conclusions

The setting of service levels requires


An understanding of customers’
requirements and the cost trade
-
offs


Knowledge of asset degradation and
repair/replace trade
-
offs


Assessment of full community costs


Pricing to be based on full costs of asset
replacement and servicing



Good asset management to lead
regulatory debate

17

Cumulative Reduction in Operating Cost per Property
-0.45
-0.4
-0.35
-0.3
-0.25
-0.2
-0.15
-0.1
-0.05
0
0.05
1990/91
1992/93
1994/95
1996/97
1998/99
2000/2001
Hunter Water Corp
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