System integrators often execute projects ranging from small optimization efforts to significant capital plant expansions. The scale of these projects varies vastly from one project to the next. Integrators execute these projects efficiently using their unique technical skill set, automation tools, and pre-built templates. These fast-paced projects can often create opportunities for better-than-expected results if the integrator is tuned into the plant’s personnel. Small improvement opportunities are frequently discovered by paying attention to subtle comments from many perspectives throughout a project’s lifecycle. These improvements originate from listening to customer statements, such as "It would be nice if …" Good system integrators pick up on these random comments and understand that incorporating them into their solution is critical to the project’s overall success.

EOSYS was commissioned to upgrade a PLC-based control system for one of North America’s largest natural gas transporters. The project, set to take place at one of the company’s gas processing plants, consisted of two seemingly independent units. The second unit had been added to the first unit as part of an older capital expansion; however, little thought was given to the system’s modularity. During the project kickoff, as the function of the existing system was being discussed, an experienced operator commented, "It would be nice to be able to run two units independently for maintenance purposes." The plant operations team had lived with this awkwardness for years and most likely assumed it to be an unchangeable design constraint. EOSYS paid close attention to this offhandcomment and captured it as a legitimate need. Further research indicated that the utility sub-unit feeding the two gas processing lines was tightly coupled to one of the systems, making it impossible to operate the units independently.

This discovery led EOSYS to propose a standalone control system for the utility function. Although this change added incremental cost and complexity to the project’s original scope, it was expected to improve the operation by allowing each unit to function independently. The customer readily accepted the modified scope, and the original "technology replacement" project resulted in significant improvements in operational efficiency. This substantial enhancement stemmed from a passing comment made by one operator, which was taken seriously and acted upon.

As another example, EOSYS collaborated with the quality department of one of the largest food companies in the world. For many years, the plant had used an Excel document filled with macros to manage a quality testing process involving several manual steps. These included performing a product quality test, listing the results, uploading them to a central database, and emailing them to the quality engineer. Tribal knowledge was then applied to the numbers, product levels were monitored, and another email was sent estimating when the operators should adjust the batching process. The customer had initially requested a workflow conversion from the Excel document to a Windows application. However, early discussions with the customer revealed several opportunities to improve the project’s quality beyond the original "Windows application conversion." By actively listening to customer conversations and paying attention to subtle remarks, such as "We’ve been told we can’t do this, but I wish we could …", EOSYS was able to identify not only the specific tasks related to the process but, more importantly, the broader context of how the operators used this data.

These processes were synchronized in the final conversion to eliminate all manual tasks after the initial quality test. What started as a one-to-one software upgrade without the initial goal of reducing the tedium became completely automated. The new system uploads test results to a central database, tracks product levels, displays test results on the SCADA system, sends emails, and prompts operators to adjust the batch. In addition, tribal knowledge needed to calculate the correct adjustment was now embedded into the system. This approach evolved from listening to the customer and paying close attention to their expressed frustrations, as they were often unaware that these issues could be improved. The result was an optimum solution and a delighted customer.

System integrators possess a unique skill set and provide a wide range of technical services. These projects require above-average technical skills and are often on aggressive schedules. However, with all their technical skills and knowledge, listening is one of the most essential skills for today’s integrator. Statements from the customer, such as "It would be cool if we could …" are pure gold when given the proper attention and can positively impact the quality of the overall project. The soft skill of listening, coupled with technical capability, often results in higher-quality projects and long-term customers for EOSYS. It can do the same for your business as well!