Volume 12 | Issue 1 Dec 2012

Product and Company News from Diamond Key International

The Support team have re-branded themselves the Custom-er Care Centre – otherwise known as CCC. A re-brand that reflects the attitude and approach adopted by the team in providing reinforcement support services for DKI customer operational needs.

Re-branding has also been purposely aligned with a number of other subtle changes in support delivery. These include primary support from Kuala Lumpur, extended hours with real team members answering the call and CCC manage-ment through Sales.

Basing CCC in Kuala Lumpur (KL) has allowed DKI to bene-fit from is geographically position and time zone. Given DKI

customer base, Kuala Lumpur is approximately in

the middle, making KL an ideal location for the delivery of operation support services. Additionally, extra members have been systematically added expanding resource and skill capability. These two factors have also allowed extend-ed hours of calls answered by a real support team member. From 2013, response is provided through 19 hours of the day - 8am to 3am Melbourne time / 5am to 12pm KL. The remaining 5 hours via call back, within a guaranteed re-sponse time.

The primary and secondary support team in KL handle the vast majority of calls which is typically 99% of all calls re-ceived. Where support issues become more involved, requir-ing a greater level of investigation the Melbourne team pro-vide third level escalation. (Continued on page 4...)

Inside... CEO’s Season’s Greetings 1

Customer Care Centre: Re-branded 1

Omega 5000 v9.03 2

Software Version Update 2

Shell Engineering Conference 3

New Staff 3

Drawbridge 4

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It is Christmas and New Year season again – the special season we cannot let go without opening our hearts to thank our customers, our partners, our staff and each member of our extended DKI family for their valuable con-tribution to DKI in the past twelve months.

2012 has been a significant year for DKI. Facing the glob-al challenges in the downstream industry, we have worked hard and stayed close with our major customers to assist any transitional changes in meeting their global needs. I am extremely pleased to announce that a num-ber of such global initiatives in which we have been fortu-nate in playing a supporting role, we have achieved posi-tive outcomes with the satisfactory installation of our new generation of Omega 5000 TAS platform. These out-comes have demonstrated DKI’s unique capability when working as an integrated multinational and multidiscipli-nary team to provide an end to-end-solution in enhancing the efficiency and security of downstream distribution business. We are looking forward to the expansion of Omega 5000 installation in 2013, and to continuing to support the industry’s global initiatives through meeting and exceeding our customers’ business targets.

With the renaming of the Customer Support Centre (CSC) to Customer Care Centre (CCC), we have embarked on several major organisational changes to enable such tran-sition in an effective manner. It is not an easy journey as

you may appreciate, with increased investment in hardware and infrastruc-ture at our Kuala Lumpur and Mel-bourne centres representing only the beginning of such transition. It will be an on-going journey for us to demon-strate CCC as a key differentiator for DKI in this industry. 2012 has wit-nessed amazing improvements in CCC, achieving reliability of 99.96% system uptime in the region and meeting our contracted service level agreement (SLA) with major customers, through our vigorous competence development, process management and never-give-up attitude. Again, I would like to take this opportunity to thank our customers and our team who have been truly supportive and understanding throughout such CCC transition.

I am very proud that DKI has again achieved our ZERO LTI safety target this year. HS&E remains the top priority for DKI in conducting and engaging day to day opera-tions, both internally and with our customers and vendors.

Keeping safety in mind, on behalf of the entire DKI team we wish you and your family a relaxed, joyful and happy Christmas and New Year. We look forward to working with you side by side in 2013 and achieving more mira-cles through our mutual success!

Lily Chen

Mutual Success Through Teamwork With Our Customers www.diamondkey.com

The latest release of Omega 5000 is now available – v9.03.xx. Incorporated into this release is a host of new functionality designed to enhance operational efficiency, improve security and augment the user experience. Over the last few months the DKI App-Dev team have worked tirelessly to bring about these great improvements to Omega 5000.

Noticeable from the first screen is the significant graphical change to streamline their set up, use and data extraction capabilities. Many screens have been re-designed from the ground up with reference to user feedback and input to adopt drag and drop methodologies. The result is a very intuitive user interface ensuring both new and existing Omega users easily learn how to use Omega 5000.

Security has seen a number of important enhancements both in back-end configuration and use. i.e. what security options site can apply uniformly across site and how each company sets their driver security rights. Operationally, it means there is a much greater choice of security parame-ters available for selection to enable site to operate as required. Some of the enhancements include Password length, complexity and expiry. Specifically for the driver, PIN number use at the bay, together with a range of con-figurable options such as PIN length, complexity, automat-ic lock out after a pre-defined number of tries.

The means to protect operational data through the backup process has also been enhanced in terms of giving the user a greater choice of options. Whilst tape has been the bastion for backup, modern servers also offer USB, DVD

and network location as options. v9.03 now allows a site the choice of backup option (depending upon the server) The great advantage of network backup of course is that data can be uploaded, via a periodic automated process, to the corporate network directly.

As with earlier versions of Omega 5000, the range, acces-sibility and exportability of data generated from operations has been at the forefront of our development. DKI has seen consistent requests from customers for operational data exposure so sites can manipulate data for their own needs. In response to such requests, DKI has changed

the backend reporting engine to create a more responsive execution process as well as the basis for a future capabil-ity to Users to create their own report templates. Of course it is still possible to export data to various formats includ-ing, CSV, HTML, PDF, DOC.

There is also a variety of other new functionality. One such example is Load Tolerance, that provides a site to set, by percentage, a ‘tolerance’ on the volume loaded. If a load is outside the tolerance an error report is generated before any BOL is printed and the driver leaves site. It is an ideal monitoring tool for meter consistency, as over time meter deliveries may increase due to wear and tear.

On a similar vane, Blend Tolerance functionality has been

enhanced to allow a percentage tolerance to be applied to each Base Product of a recipe. When a load is executed, the volume loaded in continually checked against the per-centage tolerance and if under delivered or exceeded loading is stopped and a error report printed. Practically, this allows site to correct loads in terms of product specifi-cation prior to leaving site.

There are many other enhancements to numerous to mention, so why not book a demonstration with you local DKI sales contact.

In order to keep you up to date, the table below lists the latest DKI software version available for our software products:

Omega 3000: 7.11.10

Omega 5000: 9.03.01.02

OfficeKey: 2.48.0301

RTC: 1.16.05

Mutual Success Through Teamwork With Our Customers www.diamondkey.com

During the year DKI have been fortunate to be involved in a number of customer initiatives. One such activity was the Shell Malaysia Trading Supply and Distribution Engineering Contractor Conference (SDECC) held in May over two days on the topic of “Improving Project Execution”

The conference, organized by Shell Malaysia Trading – Engineering Department, invited a number of key contractor partners, each of which was selected for their specific industry expertise.

The forum was a bi-direction review of their project tendering process and Shell’s expectations of a contractor from ten-dering through to project execution. Central to the process is a safety initiative called “Green banding”; a process that examines a contractors safety process, approach and history and results in a contractor achieving an assignment to one of three bands. A contractor must achieve a minimum band rating in order to execute projects on site.

It is anticipated over the near term, Contractors and Shell will co-benefit for becoming more intimately familiar with each other’s operations, which will ultimately lead to a safer place to work for all.

DKI looks forward to being involved in future planned annual forms.

Hello everyone! My name is Jack Lee, and you can just call me Jack. I come from Gung-dong Province China and joined DKJ in Jun 2012 as a Mechani-cal Engineer.

I graduated from Nanhua Uni-versity which is in the south of China in 2006, with a degree in Mechanical Engineering. My previous job was a Mechan-ical Designer for equipment for the extruded aluminum industry.

I like the job in DKJ, it’s full of challenges and opportuni-ties, I can learn many things in here.

Hi all, my name is Joshua Chia, and I’m a Malaysian.

I came to Australia to study at the University of Adelaide and majored in Mechatronics Engi-neering. I started my career as a Machine Design Engineer in 2007 and later moved into Au-tomation industry as an Auto-mation Design Engineer.

After spending a good 5 years in the FMCG industry, I’ve decided to pick up the challenge to move into the oil & gas field. I’ve recently joined Diamond Key as an Electri-cal Engineer and I’m really looking forward to work with the DKI team.

During my free time, I enjoy playing badminton, listening to music, and of course, the awesome Aussie Beer ;)

Above: Supply & Distribution Engineering contractor Conference (SDECC) 22—23 May 2012

ASIA PACIFIC - HEAD OFFICE 110 Henderson Road PO Box 2813 Rowville Victoria 3178 AUSTRALIA T: +61 3 9730 8888 E: sales@diamondkey.com

MALAYSIA 22-1 & 22A-1, Jalan PJU 7/16A Mutiara Damansara, 47800 Petaling Jaya, Selangor Malaysia T: +60 3 7727 0755 E: Sales@diamondkey.com

THAILAND Suite 604, 6th Floor Tonson Bldg 50 Soi Tonson, Ploenchit Road, Patumwan, Bangkok, Thailand T: +66 2 652 2617 E: sales@diamondkey.com

CHINA - Beijing Rm 808 Block D JiaHua Building No. 9, 3rd Street ShangDi, HaiDian District, Beijing, China 100085 T: +86 10 6297 1803 / 7663 / 7650 E: sales@diamondkey.com

CHINA - Guangzhou Rm 908, Block A, Winner Plaza, No.100 West Huangpu Road Tian He District, Guangzhou City, China 510627 T: +86 20 3806 1391 / 3623 / 9655 E: sales@diamondkey.com

Overview

Where there is a gap to traverse at height and the need to operate in a de-fined work area, the DKI self-supporting drawbridge allows a safe, convenient and efficient mechanism.

There are many industrial situations where there is a need to cross a gap that is at height and allow work to

be undertaken and of course this must be able to be car-ried out safely. Utilising a pneumatic control system to low-er and raise the drawbridge, a gap of 1600mm can be traversed without the need for support on the other side. Operating its movement up and down is conducted from a remote position ensuring complete safety for the operator.

Operation

The drawbridge consists of four treads that pivot vertical to horizontal to provide a secure stepped platform. When the drawbridge is released from the vertical storage position the steps rotate as it is lowered. Upon release from verti-cal, using a positive release foot mechanism, the operator controls the descent of the drawbridge via two push but-tons in a spring over pneumatic control system. The draw-bridge lowers at a slow and controlled rate towards the work area. A range of vertical movement of 1600mm al-lows the drawbridge to accommodate different height ob-jects to which the user needs access. As the drawbridge is lowered, the safety cage also descends into a horizontal plane to give an enclosed barrier around the operating area.

Storage

The drawbridge is stored in a vertical position that forms a barrier in itself. Using the pneumatic control system the

operator raises the drawbridge from the working position so that it is entirely stowed. Once correctly stowed, a prox-imity switch provides a signal that can be used for a sim-ple indicator lamp. An operator then has positive confirma-tion that the drawbridge is stowed correctly.

Safety

Ensuring optimal safety for the user, the drawbridge has a number of key safety features built in:

Storage in vertical plane

Positive release foot mechanism

Spring over Pneumatic control system with con-trolled lower and raise

Anti-Slip Treads

Safety chains for added “lock” in usage position

Proximity detection of “when up & locked”

Enclosed work area

The drawbridge is provided fully assembled, tested and ready to bolt in place.

Available Options:

Drawbridge with Safety Cage

Drawbridge without Safety Cage

Proximity Switch – up and lock detection

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Whilst there are not many such issues, these type of is-sues do tend to require greater time periods and quite often, issue simulation in the DKI test lab. The outcome of such work benefits all users of Omega TAS as any fixes, enhancements or patches that are created as a result of the investigation are put into the next release of Omega software. A good reason to utilise the annual software

upgrade, if you have a support agreement !

In the coming months our support customers will see fur-ther improvements and refinements to the CCC – perhaps even their own logo!

Any feedback about our performance and suggestions for CCC enhancement are welcome.