Syncrude’s large and complex utilities operation poses many challenges to the people who aim to keep it operating reliably and Terry Ukrainec thought he had seen them all. But a new learning experience came into play when two carbon monoxide boilers failed unexpectedly just days apart from each other last summer.

The boiler outages necessitated the release of gases through a diverter stack while they underwent emergency repairs. Because the boilers had long operated without incident, many Syncrude workers and external stakeholders had never before witnessed the visible plume that can accompany a diverter event. This change caused concern, which added a new dimension to Terry’s work as he and his crew laboured to return the boilers to service.

"I learned that communication is key, especially when change is occurring," he says, adding that the perception of a mechanical engineer like himself can differ vastly from someone not familiar with such technical happenings. He credits Syncrude’s management system for helping him assess the situation appropriately. Says Terry, "Operations people like me typically think about things in terms of safety and production, and the Syncrude management system requires that you also consider operational impacts on people and public image."

Through open and honest communication, Terry and other stakeholders jointly arrived at a plan to improve boiler operation.