Case Studies

Improving Refinery Production through Performance Support

Project Summary:

  • Industry: Auto Manufacturing
  •  Employees: 12,000
  •  Outcome: Improved profit margins
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Organizational Challenge:

Control Room Operators perform a variety of tasks from the control room of an oil refinery, including:

  • Monitoring processes through electronic representations shown on monitors, dials, and lighted displays
  • Making adjustments to variables in response to the data, balancing production and safety expectations
  • Communicating with other departments to ensure protocols are followed, and
  • Taking appropriate actions in case of irregularities or emergencies

This particular client noted that their top performer far outproduced his peers, while staying within the expected safety ranges. They sought to:

  • Narrow the variance in performance by raising production rates across all shifts, more in line with those of their top performer
  • Increase production, revenue, and profit, and
  • Achieve these goals without compromising safety standards 

Performance-Based Solution Components: 

  • Role Excellence Profile (REP) for Control Room Operator
  • Performance Support (Job Aids detailing processes, leading gauge indicators, and data-driven adjustments)

Client Impact:

In fewer than 2 weeks performing the job with performance support, this refinery exceed their goals and increased production by $250,000 per day. 



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