Communication and Coordination Problems in the Hydocarbon Processing Industry

Effective communication and coordination is important in the hydrocarbon processing industry. This paper represents the first step in a larger study with the goal of improving communication and designing solutions (technology, training, work processes) to support effective coordination. We administered a survey to 11 sites to understand and characterize communication and coordination issues. Results showed that communication and coordination could be improved between planning and operations (console, field, head operators), communication between units, between maintenance (technicians, coordinators, supervisors) and operations and during shift handover. Specific constraints that hinder communication and coordination included weak leadership, poor control room design, closed communication culture, deficient work processes, and varied situation and work environment constraints. Potential solution areas include procedures, electronic logs, group displays, CRM and leadership training, and the use of video-mediated communication.