Overview of Halliburton Service

Quality tools and Quality

assurance system (HMS)

Service Quality
Done Right!

WHAT IS SERVICE QUALITY?

Service Quality is the Customers Perception of our

Performance of our Services and the results of the
Performance of those Services.
Our goal is to improve and differentiate our
business through the services we provide to our
customers.

HOW DO WE ADDRESS
SERVICE QUALITY?

Service Quality
Tool Box

PII
HMS
EJCS
KPI

CPI
FSQC
Done Right Index
Done once, done right!

PII

Performance Improvement Initiative

Service Quality

Health & Safety

Environment

Done once, done right!

Halliburton Management System

A single system which describes how operations are carried out including all
supporting functions (quality, HSE, etc.)
Processed focused and the documentation is centered on processes
(flowcharts, Linkage of Processes)
Primarily serves to improve overall performance and secondarily complies to
ISO 9000, ISO 14000 , not the other way around.
Purposefully does not include separate and full time quality staff--depends
instead on integration into the work processes.
Uses correction, prevention and improvement action (CPI) to lead to
solutions for all functions, not just the so-called quality issues.

HALLIBURTON

PSL Mainstay
PSL Mainstay Processes
1/MS MANAGING THE SYSTEM PROCESSES

1/IS Integrated Solutions Processes

5/PSL

PSL Processes
1/PSL

Developing
Solutions

2/PSL
Prepare
Resources

3/PSL
Mobilize
Resources

Demobilize
Resources

4/PSL

Perform
Service

6/PSL

Complete
Reports &
Field Tickets

Customer

6/PSL
Review
Performance

1/BD
Business
Development
Processes

HMS Structure
COBC

POLICY

BUSINESS
PRACTICES

SERVICE STANDARDS
PROCESS MAPS
WORK METHODS

Definitions

Legend

Process flow drills

down from the
Mainstay Processes
and indicates
the flow of work

TOOLKIT

ACTIVITY

Operational Service
Standards are built into
to the processes

HALLIBURTON MANAGEMENT SYSTEM

Halliburton Energy Services
Global
Service Tools & Drill Stem Testing

3rd Party Suppliers

Scope

ATTACHMENTS / REFERENCES

Shared Services

Purpose

Customer

PM-GL-HES-DHT-400

Service Delivery

Preform Service

Business Dev.

HMS
HMS Documentation
Documentation
PSL / PROJECT ADDENDUM
PSL/PROJECT

Rev By

xxx

xxx

Rev

Date

xxx

dd.mmm.yy

ADDITIONAL INFORMATION

ST

4.1 Verify Proper Equipment On Location

Ref. Operational Standard

ST-GL-HES-DHT-401

1- Check against shipping documents and

service design

Performance
Notes

2- Document and report missing or damaged

equipment
4.2 Review Service Design

SERVICE
Ref. Operational
Standard STANDARDS
ST-GL-HES-DHT-402

HSE

1- Discuss service design and equipment

status with Customer

ools and Drill Stem Testing Service Standards

REGION:
T/SHARED
Global
S:
ES

2- Review HSE concerns

OWNER:

APPROVED BY:
Robin Jackson
Byron Squyres

Perform Services
Forms:
L Coordinator
Table of Content List of
Forms

3- Review Risk Analysis in light of current

well/operational conditions

Category:

4- Order any additional equipment required

HALLIBURTON MANAGEMENT SYST

DOCUMENT NUMBER:
ST-GL-HES-DHT-401

FUNCTION:
Tools & Testing
JOB REVISION BY:
Global Std. Team

REV. DATE:
12-June-98

REV. NO:
A

4. Perform Job

Return to
PM-GL-HES-DHT-300

YES
NO

Standard:

1. Verify Proper Equipment On Location

4.3 Safety Meeting and Procedures

1-Schedule, hold, and document Safety
Meeting(s)

PSL Mainstay Processes

Ref. Operational Standsrd

ST-GL-HES-DHT-403

2- Identify contingency responses

HSE

MANAGING THE SYSTEM PROCESSES

10/MS

9/MS

To ensure all required equipment arrived on location.

Scope:

Global HES Service Tools/Drill Stem Testing/OFP

3- Daily HSE on-site safety review

8/MS

Gather Information
And Feedback

Evaluating And
Planning

Maintaining Operation And

Improvement Of The System

Objective:

4.4 Pre-Job Meeting

PSL PROCESSES
2/PSL

1/PSL

Developing
Solutions

Prepare
Resources

3/PSL

Mobilize
Resources

5/PSL

1- Establish Cross-PSL and 3rd Party

communication

6/PSL

2- Establish job responsibilities

Complete Report &

Field Tickets

4/PSL

Perform
Service

Demobilize
Resources

Ref. Operationl Standard

ST-GL-HES-DHT-404

Performance Criteria

Customer

7/PSL

Review
Performance

AUTHOR/REVISED BY:
Global Team

APPROVED BY:
Robin Jackson / Byron Squyres

DATE:
12-June-98

1. Verify equipment and materials received as per shipping documents and job design.
2. Note, document and report any damage.
SECTION:
Note, document
and report any missing equipment.
4.0

PAGE:
1 of 23.

SUPPORT PROCESSES
1/SA

Provide
Sales
Processes

1/MA

Provide
Maintenance
Processes

1/MT

Provide
Material
Support

1/HR

Provide HR
Processes

1/HSE

Provide
HSE
Processes

1/TE

Provide
Technical
Processes

1/FA

Provide
Financial
& Admin.
Processes

1/RP

Provide
Regulated
Product
Support

Guidelines
Support and Resource Processes Owned by Area Management, Regional
Management, Marketing, Technology, Sales, PSL's Global and Halliburton Center.

Visually inspect equipment.

Assess if any damage incurred is critical to job performance.

SECTION:

DHT C4-S1

Scope

Definitions

Legend

ATTACHMENTS / REFERENCES

TOOLKIT

ACTIVITY

Services
3rd Party
Supplier

Purpose

Service
Delievery
Shared

PM-GL-HES-DHT-100

Customer

Develop Solutions

Business Dev.

Halliburton
Halliburton Management
Management System
System
HALLIBURTON MANAGEMENT SYSTEM
Halliburton Energy Services
Global
Service Tools & Drill Stem Testing
PSL / PROJECT ADDENDUM
PSL/PROJECT

xxx

Rev By

xxx

Rev

Date

xxx

dd.mmm.yy

ADDITIONAL INFORMATION

ST

1.1 Initial Customer Contact

1- HES contacts customer
2 - Customer contacts HES

Ref. Service Standard

ST-GL-HES-DHT-101

1.2 Identify Customer Needs

1- Capture critical job information by:
-determining purpose, type of job
-well location and HSE concerns

Document all relevant

information
and send to the responsible
location.

NO

Is well located within service area?

Document information has

been received and customer
has been contacted.

YES

1.3 Perform Contract Review

1- Review contract obligations and identify
potential delivery concerns.

Ref. Service Standard

ST-GL-HES-DHT-102

HSE

2 - Contact customer with alternative solutions

and amendments to contract.

Job Information
Sheet

Ref. Service Standard

ST-GL-HES-DHT-103

1.4 Establish or Contribute to a Master

Well File.
1- File and track all pertinent and relevant
information pertaining to the customers job.

Design of Services
Document Form No:
F-UKN-HES-TT-010

1- Identify proper equipment, personnel,and job

procedures to successfully fulfills customer's
needs.

HSE

H.S.E. Manual
Testing Tools Manuals

2- Complete job design as per "Design of

Service Process"

Simulation
Service Tools Manauls

3- Incorporate within the job design HSE concerns,

potential hazards, and HES concerns.
APPROVED BY:
Robin Jackson / Byron Squyres

Processes can be linked

to impute documents
Processes can be linked to
Risk Analysis
Processes can be linked to
record keeping forms

Ref.Service Standard
ST-GL-HES-DHT-104

1.5 Job Design/ Pre-Job Planning

AUTHOR/REVISED BY:
Global Team

Indicate Responsibilities

Drillable Manual
DATE:
12-June-98

PAGE:
1 of 1

SECTION:
1.0

Processes can be linked to

reference /technical
documentation

WHAT HALLIBURTON MANAGEMENT SYSTEM WILL DO

Improves the way we do Business

Documents what we do
Demonstrates our Competence
Improves Efficiency and Performance

Insures Organizational Strategies are

aligned and delivered.

EJCS
End of Job Customer Survey
Done once, done right!

KPI
Key Performance Indicators
Done right!

CPI
Correction Prevention Improvement
Done once, done right!

FSQC
Field Service Quality Coordinator
Maintains competency management processes.
Accountable for implementation and execution of HMS
Standards and Processes.
Accountable for full reporting and execution of corrective
action system (CPI).
Champions service quality, safety, and environmental issues.
Ensures service quality standards are met on new equipment
and services.
Assesses PSL performance on location.Ensures
Done once, done right!

Done Right Index

A Newly introduced Measure:
A Done Right Job
Zero HSE incidents and
Job Purpose achieved and
Customer is Satisfied and
Zero Non-Productive Time and
Zero Cost of Poor Quality (COPQ)

Done Right Index

Done Right Index
The Done Right index is an integral performance indicator of the
company behaviors that enable our ability to execute a job as expected by
our customers.
The Done Right Index is calculated as:

Count of Done Right Jobs divided by Total Jobs

Thank You