Lecture 5 25/04/2019 Safety / Customer service by Asmar .

Safety
Safety is the condition of being safe from undergoing or causing hurt, injury, or loss.

A hazard is something that can hurt someone who is “exposed” to it, meaning that they
come into contact with it. Hazards can be physical (forms of energy like noise, or heat),
mechanical (the motion of an unprotected saw blade), chemical ,biological (germs that can
cause disease or material that causes allergies like asthma), or psychological

Risk: is the probability of something unwanted happening and how bad the consequences
will be. Risk assessment is how to figure out how this happens and how often it could
happen, and risk management is how to stop it from happening or make it less likely. There
is a practical problem with the word risk, because an equivalent does not exist in many
languages. The key idea is the possibility or chance of some serious consequence happening

OSHA

The Occupational Safety and Health Administration (OSHA) is a national public health
agency that is part of the United States Department of Labor. OSHA was established under
the Occupational Safety and Health Act, which was signed into law on December 29, 1970.

Under the Occupational Safety and Health Act law, employers are responsible for providing
safe and healthy workplace conditions for all employees, and OSHA’s purpose is to set and
enforce safety standards and to provide training and assistance to ensure that this
responsibility to the worker is met.

Personal Protective Equipment

Personal protective equipment, commonly referred to as "PPE", is equipment worn to

minimize exposure to hazards that cause serious workplace injuries and illnesses. These
injuries and illnesses may result from contact with chemical, radiological, physical,
electrical, mechanical, or other workplace hazards. Personal protective equipment may
include items such as gloves, safety glasses and shoes, earplugs or muffs, hard hats,
respirators, or coveralls, vests and full body suits.
Lecture 5 25/04/2019 Safety / Customer service by Asmar .K
Lecture 5 25/04/2019 Safety / Customer service by Asmar .K

Safety Tips for Oil and Gas Industry Workers

Workers in the oil and gas extraction industry continue to be one of the highest at risk of
injuries and fatalities on the job compared to all other industries .

The constant pressure of efficient productivity due to the high cost of drilling projects, time
away from home, long work days, and high physical demands takes a hefty toll on workers.
These factors can ultimately affect worker safety by causing an increase in human error
including misuse of equipment and inconsistent procedures that can lead to higher chance

This reinforces the importance of the re-evaluation of safety programs and behavior to more
effectively address worker safety issues and reduce the rate of injuries and accidents in the
industry. Apply these tips to improve worker safety on your next project:

1- Collaborate With The Local Emergency Response Community

Develop a relationship with local emergency response organizations and establish a

consistent flow of communication to provide a higher level of overall safety. Emergency
responders, rig hands, and exploration company safety and health professionals must work
together to utilize their resources to be ready to handle emergencies swiftly and
successfully. Discuss specific health and safety hazards that exist at the drilling location and
determine how to best assist each other in these emergencies. If possible, take emergency
responders on a tour of the drilling site or rig to give them a clearer idea of how to approach
potential emergencies.

2-Invest In A Safety Program That Unites Workers

Encourage an environment of open communication and respect. Embrace a personal

approach to safety training and dedicate time to allow workers to get to know each other.
Building more substantial personal connections with fellow workers will inherently build
trust and comradery when out in the field to improve overall safety.

3-Actively Monitor Mental Health Of Workers

A large factor that negatively affects safety in the industry is worker culture. Eliminate the
age-old “tough guy” exterior and stereotype that is typically associated with workers in the
industry by promoting a transparent and open environment through various training
techniques and team exercises. Building a sense of community and trust with workers will
make it easier for them to be more willing to ask for help, obey rules, admit mistakes, and
seek advice making for a more positive and safe environment.
Lecture 5 25/04/2019 Safety / Customer service by Asmar .K

4. Ensure Familiarity With Worksites

Before work begins, ensure everyone who will be conducting work understands their role,
hazards that exist, and all safety precautions. Require procedures and hazards to be fully
communicated to new workers in the event of shift handovers and work site changes.

5. Consistent Housekeeping

Reduce the chances of fatal accidents by keeping floors, pathways, and all work areas clear
of unnecessary items to prevent trips and falls and struck-by hazards. Implement clear
signage that directs workers to emergency and safety equipment to quickly combat hazards.
E.g.: equip all problem areas with spill kits in the event a chemical or oil spill occurs.

6. Implement A 5S System

Improve the workflow and reduce waste with a 5S system(Sort ,Set in Order, Shine,
Standardize ,Sustain). Apply strategic labeling techniques to direct, warn, and communicate
a variety of different information to workers. Color-code materials in the workplace to
make them easier and quicker to find including specific tools, equipment, and more.

7. Install An In-Vehicle Monitoring System (IVMS)

Accidents from driving or riding in a motor vehicle account for the highest number of total
fatalities in the oil and gas industry. Monitor driver behavior to analyze issues and poor
habits to determine how to improve your vehicle safety programs and worker training.

8. Provide Clear Visual Communication

Strive to eliminate miscommunication and confusion with legible and reliable signs and
labels to convey dangers and safety instructions. Create custom signs to communicate
procedures specific to certain work crews and work sites. Replace worn out, illegible, and
outdated signage as soon as possible. Check for faded floor marking that is in need of re-
application.

9. Reassess Safety Signage When Projects Shift

When worksites, projects, and crews change, take the time to assess that signs and labels are
in the correct areas and communicate present hazards and procedures before the next project
begins; this will ensure dangers and details about specific locations will be known when
new workers come in.

10. Stay On Top Of Machine Maintenance

When working on offshore rigs, the machines are your lifeline when you’re hundreds of
miles from shore. Prevent premature machine failure and keep your workers safe by
conducting regular maintenance checks of machinery. Communicate the importance of
Lecture 5 25/04/2019 Safety / Customer service by Asmar .K

regular maintenance checks to your workers using OSHA maintenance activities in their Oil
and Gas Well Drilling and Servicing eTool.

Customer service:
Customer service is about creating a relationship of trust and loyalty beyond the immediate
interaction. It is what a company does to meet and exceed customer expectations. Customer
service is a company-wide philosophy about understanding the customer and what they
want and need. Customer service is the process of helping people find what they want
during the entire transaction cycle. Customer service is the degree, to which a product fails
to meet, meets or exceeds customer's expectations. It defines the customer's perception of
the interaction with the company
it is important to recognize that your job is to "serve" the customer in the traditional sense.
The dictionary defines service as "an act of helpful activity". It defines to serve as "to be of
use".
Strategies to Improve Quality of Customer Service
1-Identify Target Customer and Customer demand
In organization, to make the good customer services is begin by identifying the target
customers. This process is begin with identify who are they, what do they need from your
agency and at what times or places do they interact with your agency and what are the
"points of service delivery". Identify target customer is enable organization to access just
how much demand is out there for the product or service, how can organization to modified
that product or services to better meet customer specific need and also to design a
marketing campaign that speak to the right people, using the tone and language most likely
to appeal to them. To identify target customer the organization should conduct a market
research because can learn about your target audience through primary and secondary
market research. Market research can conduct using a surveys, interview and focus group.
From this organization can assemble an initial customer profile and the customer
demographic

2-Staffing Levels & Training

The key component in any organization today is people. Employees usually represent the
greatest cost they need to have appropriate customer service skills and must have the
knowledge and expertise to meet the needs of the citizens. The two gaps that were identified
in the organization were having the appropriate staffing levels to provide an adequate level
of customer service and a lack of customer service training

The training should explain how the organization would like the employee to behave in
every situation and should help employees understand how to respond to their customers.
Employees need to know what you want them to do. For example, teach them how to
Lecture 5 25/04/2019 Safety / Customer service by Asmar .K

respond to customer complaints, how to be responsive to customers, how to meet customer

needs, when to perform service recovery, how to answer the phone and your organizations
standards for service

3- Open Up More Channels For Customer Feedback

Most organizations have an annual survey process where they capture the overall feedback
of the team and how engaged they are and the businesses ability to deliver an exceptional
service. Usually, nothing happens. And this is where continuous employee feedback can
play a role using tools that allow staff to share ideas on how to improve the customer
experience and for managers to see how staff is feeling towards the business. For example
the channel that can be offered by the organization is by media social, like, Facebook,
hotline number, website or live chat with the staff organization

4- Reduce Time

Obviously, fast service leads to satisfaction and slow service to dissatisfaction. However,
surprisingly, the pre-process cycle has the greatest influence on how customers perceive
waiting times and service quality. So a customer who has to wait 10 minutes in line before
ordering will feel more dissatisfied than a customer who waits 10 minutes for their order to
be prepared, even if the total service time for both customers was the same.

For a conclusion, quality of customer services is very important for organization in order to
success and they have to build up good relationship with customer to get a feedback for
their service from customer. Customer service is important to an organization because it is
often the only contact a customer has with a company. When the customer is happy with
the service, they will stick back with the brand and will not go to competitors. They tend to
do so even more when they have been receiving good quality service over a period time.
Besides that, quality of customer service also important because organization can improve
their business and can gain a trust from customer towards their product or service.