Re-engineering transformer maintenance processes to improve customized service delivery

Amy J.C. Trappey, Yong Sun, Charles V. Trappey, Lin Ma*

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

7 Scopus citations


The outage of a transformer in a power generation system will generally result in a shutdown of the entire system. Consequentially, large amounts of revenue are lost to the plant owner with a substantial negative impact on the civil community and industrial customers. This paper analyzes the current maintenance practices (i. e., an as-is process model) of a transformer manufacturing company, which provides maintenance services to power generation plants and reports the major weaknesses in current business practices. The maintenance weaknesses include isolated processes and paper based information communication. These inefficient processes result in service delays, cost increases, and inappropriate responses to customers' specific requests and complaints. To improve the efficiency and flexibility of the entire transformer maintenance service system, an e-integration approach is implemented with three key tasks. First, the current business processes are re-engineered to provide an improved (to-be) business model. Then, we replace paper based documentation methods with an electronic filing system for efficient and cost-effective information exchange. Afterward, the improved process model is implemented as an Internet based system to enhance the interactions among the transformer manufacturer, end-users, and service contractors for customized maintenance services. The case study demonstrates that implementing the e-integration approach increases the efficiency and effectiveness of the customized maintenance services.

Original languageEnglish
Pages (from-to)323-345
Number of pages23
JournalJournal of Systems Science and Systems Engineering
Issue number3
StatePublished - 1 Sep 2011


  • after-sales services
  • Business Processes Reengineering (BPR)
  • engineering asset maintenance
  • power industry
  • transformers


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