Organizations today face intense competitive pressure to maximize their performance over time as customer expectations increase. The literature suggests that there is a need to develop a tool or techniques that practitioners in the industry can apply to help in support system design for operating assets as a long‐term service solution in order to maintain optimized performance and obtain the best return on investments. This technique should integrate the industry domain knowledge to create and deliver support solutions for in service assets. There is no generic architecture for system support engineering available for practitioners to use. This will lead to the following question “Can industrial practitioners have a generic architecture to simplify the development of such a system”? If the answer is yes; then how possible is it? Therefore, this paper will present an empirical approach to model the formulation for a system support engineering (SSE) generic framework. The development of the SSE Framework combines both literature analysis and empirical work. Also, it will provide a possible answer to the research question and suggest further recommendations and opportunities for future research

Modern refineries are complex, very high in value of production. They are expected to function for years to come, with ability to handle the changes in technology and feed quality. The aging of a refinery and continuous increases of vendors and contractors force the refinery's operation management to design a strategic approach which can capture these changes. Therefore, this paper explores and outlines the nature of the support system design for a refinery in order to comply with strategic transformation. The research work explores the operation support system from a range of perspectives, by interviewing managers from across the refinery organization. The factors contributing to complexity of a support system are described in the context presented, which clusters them into several key areas. It is proposed that SSE framework may then be used as analytical tool for managing and designing support system(s). The paper will conclude with discussion of potential application and strategic views of the framework. Also, it will designate the opportunities for future work.

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