A resilience engineering-based approach to improving service reliability in maintenance organizations
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ORIGINAL ARTICLE
A resilience engineering-based approach to improving service reliability in maintenance organizations Seyed Mohammad Asadzadeh1
•
Hadi Maleki1 • Mehrab Tanhaeean2
Received: 29 July 2019 / Revised: 29 January 2020 Ó The Society for Reliability Engineering, Quality and Operations Management (SREQOM), India and The Division of Operation and Maintenance, Lulea University of Technology, Sweden 2020
Abstract Resilience engineering (RE) has introduced new ideas into reliability engineering and safety science and has highlighted new concepts of safe work that could be considered for reliability improvement. The aim of this paper is to put forward an approach within the framework of resilience engineering to service reliability improvement in maintenance organizations. The strategy for reliability improvement is based on mutual learning through collaboration among maintenance departments of a public gas company in 11 districts. The proposed approach first assesses RE in the maintenance departments using a standardized questionnaire. Using a linear regression model, then the relationship between RE and service reliability in the maintenance departments is identified. Service reliability is defined as the probability of undesirable events: non-working valves, gas leaks, unavailability of valves due to coverage by asphalt, and gas flow cut-offs. The pros and cons of departmental collaborative learning in terms of absorbing the RE best practices, managerial or political conflicts, and collaboration costs are discussed. Finally, a linear integer programming is formulated to find the best collaborative connections so that the maintenance departments could find those peers from whom they can benefit most, boost their RE practice, and finally improve their service reliability, while minimizing their costs and possible conflicts.
& Seyed Mohammad Asadzadeh [email protected] 1
Faculty of Engineering, College of Farabi, University of Tehran, Tehran, Iran
2
Department of Industrial Engineering, College of Engineering, University of Tehran, Tehran, Iran
Keywords Resilience engineering Service reliability Collaborative learning Maintenance organization Gas distribution company
1 Introduction Given the rapid increase in international competition, indepth knowledge of safety and its contributing factors will enable organizations and industries to boost their operational excellence and to improve their service reliability. Knowledge is acquired through experience. However, the experience is not always an acceptable solution, especially in safety–critical systems. Here, the learning methods and practices having the capability to increase safety and reliability are considered as an excellent alternative to experience, particularly experience of unwanted outcomes. RE has been defined as a process that makes it possible to effectively respond to unanticipated changes and unexpected events, vulnerabilities and opportunities lying outside the scope of formal procedures (Furniss et al. 2011; Shirali et al. 20
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