Reengineering of the New Customer Gas Connection Process Utilizing Industry 4.0 Technologies: The Greek Case of Public Gas Distribution Networks S.A.

The process in order for a future customer (household consumer or business consumer) to be connected to a gas network and address its energy needs requires a difficult, demanding and usually time-consuming sequence of steps. For this reason, both process optimization and minimization of administrative effort are issues of great importance for companies operating gas networks. The present study dealt with the optimization of the abovementioned process (New Customer Gas Connection) regarding a company operating as a natural gas network operator in Greece. For this purpose, interviews were conducted with the company's top management and employees in order to record the current situation (AS-IS) concerning the process. After the implementation of AS-IS analysis, existing process weaknesses were identified and an improved process was designed. At this point, the study introduced Industry 4.0 technologies, which are a developing and hot trend in the last decade, focusing on the use of sensors and actuators in order to automate a series of processes. Industry 4.0 is used mainly in industries, and its methodologies and tools have also been used in the gas industry. During the process reengineering (TO-BE), four Industry 4.0- related domains were identified, in which major improvements could be applied: the use of smart meters in order to measure gas consumption, the use of smart tags in order to manage the maintenance of gas equipment, the use of smart tags in order to control document traceability within the company and the coordination (integration) of the process using appropriate information systems. Based on the above, it is concluded that by using technologies and tools related to Industry 4.0, reorganizing processes and making a sensible investment, long-term savings can be achieved. In addition, the total duration of the process may be significantly reduced. The research effort should be continued by further analyzing more case studies which clarify the role and importance of managing and modeling business processes in conjunction with Industry 4.0, with the final aim of improving processes and performance of companies as a whole.