Work Order Management

Work Order Management

Work Orders form the heart of maintenance sphere of a business. It is either an online ticketing system or a planned maintenance schedule that authorizes  maintenance, repair or operations work; outlines the scope of the activity; states the level of responsibility & clarifies the expected outcome of the maintenance action.

Work orders can be manually generated through a work request submitted by a staff member, client, tenant, or automatically generated through a CMMS or Preventive Maintenance (PM) schedule. Work Orders can also be generated via follow ups to Inspections or Audits.

A work request is usually routed into the system by customer or other department staff to make the concerned maintenance team aware of a task.  The work request is reviewed by a maintenance manager, who might add additional information or rephrase the wordings to make the issue statement clear, prioritizes the task, schedules the same and assigns it to a technician. The work request now becomes a work order.

Work orders help every business stakeholder in the workflow be informed of the nature of task, the checklists to be done, the significance & urgency of the task and ability to track and locate the task and information instantly & easily. This fosters efficient operations as it provides managers with a centralized visibility of entire operations and detailed work logs.

Tracing the lifecycle of a work order, there are three major phases — creation, completion, and recording. With a well established and organized cloud based CMMs system in place, a well created & tracked work order process will facilitate free transition of work across phases reducing backlogs. With Innomaint, the manager assigns service engineers with tasks. The tasks can be taken up by the assigned engineer by checking in or declined citing valid reason. Once technician completes the task to the satisfaction of customer by obtaining digital signature & checks out, it is for the manager or immediate supervisor to approve.

Managers will review the work order that have lined up for closing, check for payment completion & meeting of compliance requirements and sign off the work order. Once closed, the work order is filed away. The properly organized work order log provided by Innomaint helps managers to review past solutions, prepare for audits, and more.

A comprehensive work order covers the following aspects:

Asset
The equipment that needs to be attended upon must be clearly specified so that it becomes easy for the technician to locate the asset.

Description of issue
The description should be clear, complete, easily understandable and provide all details required to identify the problem. The provision to annex photos/videos will greatly support the statements of both customer and technician.

Scope of work
The work order should outline the scope of work of the technician along with detailing of the maintenance checklists required for a complete and formalized service. The manager also checks if the technician has necessary skillset to attend to the task. If not, he makes use of the solution bank provided by Innomaint to guide the newbie.

 Spares requirement
While on duty the technician can request for spares via his mobile app. The requests needs to be approved by customer and manager. The availability of spare in inventory can be checked instantly and order be placed.

 Health and safety notes
The supervisors can take the onus to lay down the safety procedures and precautions to be followed by technicians as preventive maintenance tasks. The accidents or near-misses while working on a similar issue can easily be traced, if safety notes are provided by immediate supervisor as Innomaint provides the provision for it.

Expected completion date
The date by which the work order is expected to be completed by the technician.

Priority
The priority with which it needs to be attended by the technician.

Assigned to
Who are the technicians supposed to work on the work order? Do we need to seek the help of a service contractor outside the organization.

Associated documents
Documents which help in proper and quick completion of work like user manuals, diagrams, videos, purchase orders etc can be annexed with the ticket.

Notes:
This will be of use to service technician especially in cases where multiple technicians work on a same work order or for recalling frequency of an issue etc.

Such a solid work order mechanism improves the accountability of technicians, provides a mechanism for reporting of technicians with metrics and data, helps managers easily evaluate the performance of engineers and avoids confusions in the process. Innomaint goes a step further in enhancing customer satisfaction and transparency by providing estimated time of arrival of technicians to customers and GEO location tracking of technician by managers.

So required information can easily be sorted, arranged, spotted and collated to study patterns for analysis and audits. No damages and delays as with paper based manual work order management systems.

One of the remarkable advantages of computerized maintenance management systems (CMMS) is their use of mobile and cloud technology.

Online spreadsheets may be better than paperwork but still they do not automate work orders and do not eliminate the major drawbacks of fully manual maintenance management.