How Oxygen Service Company finally mastered the EOS process component

Results at a glance

• 13 years on EOS

  Process component solved

• 160+

  Team members

• 9

  Midwest locations

• The challenge

  When OSC adopted EOS in 2013, the process component looked like a chance to improve alignment and scale operations. The reality was harder. The team tried to manage processes manually, but they became outdated and went unfollowed. With OSC doubling its headcount and expanding locations, the need for documented, current processes only grew. Nicole needed a tool that made processes easy to find, easy to update, and impossible to ignore.

  “We realized we needed to get stronger in the EOS process component. We needed our teams to have access to our core processes and for them to stay updated. We had tried to do it manually in the past, which didn’t work as processes weren’t centralized or followed. So they just became out of date.”

• The solution

  How Whale solved it

  Whale centralized OSC’s processes, gave the team a way to train on them, and built in automated reminders to keep them updated. All 10 departments now use Whale daily, and it has been especially useful in Plant Operations, where the team pulls up procedures on the floor with video and QR codes. The review system keeps processes current, and departments can document both high-level workflows and detailed step-by-step procedures.

  

• The results

  All 10 departments on Whale

  Every department uses Whale daily, with the EOS process component finally running the way it was meant to.

  • Processes that stay current

    Automated review reminders go to the right expert, so processes no longer drift out of date.

  • Training without travel

    In-person training moved to Whale flows, so OSC trains consistently across nine locations without scheduling around travel.

• Process reviews

  Automated reminders go to the subject matter expert when a process is due for review, so documentation never silently goes out of date.

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• Training flows

  All in-person training moved to Whale-based flows, making consistent training possible across 9 locations without scheduling constraints.

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• QR codes

  QR codes in Plant Operations give floor employees instant access to the right process the moment they need it, on-site or cross-state.

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