What Is a Work Order? (And What to Include in One)

Imagine you’re managing a large apartment complex, and a resident calls you to report their heater isn’t working. To tackle this problem, you’ll create a work order detailing the issue and assign it to the building’s maintenance team.

A work order is an official request, typically in the form of a document, that initiates a task or series of tasks related to the repair or maintenance of an asset. This document not only helps track the issue but also coordinates the proper tools and skilled labor necessary to do the job.

Work orders detail the process from start to finish — they keep things running smoothly, with tasks addressed promptly and according to priority.

Work Order vs. Purchase Order 

Various types of work orders are used across different industries, including construction, property and facilities management, manufacturing and service industries to signal the need for repair or maintenance of an asset. They are used by maintenance, property and facility managers and IT support staff to monitor and streamline maintenance tasks and get equipment working again. 

Work orders summarize a maintenance task’s details, including information regarding the asset that needs work, who requests the work, who authorizes the job, who will complete the task and its due date. Digital work orders typically take it a step further by specifying the asset’s location and include detailed instructions on how to fix the problem as well as the parts and tools needed to complete the job. Afterward, they serve as a record of repair or maintenance for an asset. 

A purchase order (also called a PO or sales order) is a document detailing what goods or services a buyer purchases. A PO is legally binding and is typically made by a customer or client and sent to a vendor. Most businesses — from mom-and-pops to global corporations — receive and create purchase orders. A PO has a specific number that identifies the purchase as it passes through different hands to eventual fulfillment. 

Work Order vs. Work Request 

A work order and work request may sound similar, and the terms may be used interchangeably, but they do have different meanings. As we’ve discussed, a work order outlines the details of a task, including the process to complete it. It is used to manage a repair or maintenance request, but it is also used for follow-up actions like inspections and audits.

A work request is the first line of communication requesting a task and is often informal — it can be in the form of a document or Excel spreadsheet, but it may also be verbal. (A work order is formal.) Non-maintenance people, such as customers or staff, may place a work request to make maintenance staff aware of a task. A maintenance manager or department typically issues work orders.

For example, the operator of an asset will submit a work request to a maintenance manager when a breakdown occurs. The request is reviewed by the manager, who will add additional information and schedule and assign a task for the asset to be repaired. The work request becomes a work order with this action. 

Lifecycle of a Work Order

Businesses use a step-by-step process for carrying out a work order to manage tasks efficiently. It typically looks something like this:

• Identify a maintenance task: The first step is identifying what the task is — it could be anything from repairing a malfunctioning asset to performing routine maintenance on a piece of equipment. Regular inspections, staff reports or automated alerts may lead to the assignment of a task.
• Submit a work order request: Once the repair or maintenance need is identified, a work order request is submitted via an online form, email or through work order management software and includes detailed information about the issue.
• Review a work order request: Someone from the maintenance department reviews the work order request and verifies its details. Based on its urgency, they’ll prioritize the task accordingly and determine what resources in parts and labor are needed. They may ask the requestor for more information to make a decision.
• Create a work order: After the request is reviewed and all the necessary information is gathered, a formal work order is created. This work order form includes all the details about the task, such as the description of the issue, its location, how high a priority it is, the resources needed and the estimated completion date. A work order is also given a sequential number to help track the work order’s progress. This formal record allows work to begin. 
• Assign a work order: Once the work order is created, it is assigned to a qualified maintenance technician or team members based on factors such as the skills needed for the job, technician availability and task priority. 
• Complete and close out a work order: The technician will then complete the task as requested per the work order. After it’s finished, they’ll update the document with details of what they’ve done, the parts they used and how long it took. The work order is reviewed to make sure that the task was completed satisfactorily. If it is, the work order is closed and filed for future reference.

What’s Included in a Work Order 

Maintenance teams typically use a work order template that details every repair or maintenance task with the following items: 

• Maintenance issue description: The work order begins with a detailed description of the maintenance issue, including the nature of the problem and any actions already taken. 
• Name of person submitting the request: The form identifies the entity submitting the work order request for possible follow-up questions and updates on the task’s progress.
• Name of person completing the task: The work order lists the technician assigned to complete the task as a point of contact for any issues that may arise.
• Location of the issue/asset: The specific location of the issue or asset requiring repairs helps technicians or team members quickly find where they need to complete the work.
• Work processes or checklists: The work order includes any processes, checklists or standard operating procedures to guide the technician as they carry out the task.
• Time tracker: A time tracker tracks minutes, hours or days spent on the task’s steps to document a technician’s efficiency and plan for future maintenance.
• Priority status: Knowing whether a task has a high, medium or low priority level helps with scheduling and resource allocation.

How to Successfully Manage Work Orders 

Managing work orders can be overwhelming, so incorporating the following practices into your maintenance operations strategy will help keep your system running smoothly:

• Determine goals and metrics for success: Establishing specific goals will give you a foundation with which to evaluate how successful your work order management system can be. Goals may include reducing equipment downtime, increasing asset lifespan or improving technician response times. You can measure success through key performance indicators, such as the average time it takes to complete a work order or the number of maintenance tasks completed on time.
• Create a standard work order process: Standardizing processes for work orders reduces variations in tasks. As a work order becomes more consistent, aspects of a task — like cost, required parts or tools and delivery times — can be anticipated. 
• Use preventive maintenance methods when possible: Preventive maintenance on an asset will lengthen its lifespan and prevent breakdowns before they happen. It also decreases unplanned downtime, so equipment stays up and running for longer periods. With fewer breakdowns and consistent production, preventive maintenance work orders can help keep costs down and boost customer satisfaction.
• Choose work order software to manage workflows: Work order software can automate specific steps, store maintenance records on a centralized platform and keep tasks and resources from overlapping.

Benefits of Using Work Order Software 

Using a computerized maintenance management system (CMMS software) or work order software offers numerous advantages compared to a more manual way to track work orders and oversee asset management. Here are some key benefits:

• Reducing equipment downtime: Manual management of work orders can cause overlapping of tasks and stress demands on equipment and technician time, which will lead to more downtime for the asset. Work order software helps decrease these issues, as it gives maintenance managers the ability to clearly manage scheduling, labor and tools needed to complete a job. 
• Increasing productivity and team communication: Work order software allows management to react quickly, as they’ll receive automated alerts regarding service requests, change of task status and any emergency work orders that may arise. The software also allows for more effective communication between all parties involved in a task through in-app messaging on everyone’s mobile device.
• Expanding data access and visibility: Work orders can be viewed by all who have access to the software. This can include the individual or organization who first brought attention to the problem, the technicians assigned to the task, accountants in control of budgeting and equipment operators waiting for production to resume.
• Enhancing reporting capabilities: Work order software improves efficiency by automating scheduled work, tracking the steps taken during the repair or maintenance process and creating reports. Real-time updates and communication tools keep everyone involved every step of the way. 
• Improving regulatory compliance: Work order software helps companies improve compliance with safety standards, as inspection work orders can be conducted regularly. 

Example of Using Work Order Software 

For an example of how using work order software like Coast can benefit your company, let’s take a look at one manufacturer’s experience. Denver, Colo.-headquartered Johns Manville makes insulation and roofing products, and it was facing challenges in tracking and scheduling maintenance tasks manually that led to a backlog of work in its maintenance schedule. Once the company implemented the following changes to its work order process, though, productivity significantly improved:

• Digitizing the work order process: Johns Manville’s manual work order system was time-consuming and prone to error. Once the company digitized its work orders and allowed maintenance requests to be submitted, reviewed and assigned electronically, less overlap occurred, more preventive maintenance tasks were carried out, and there have been fewer equipment breakdowns ever since.
• Scheduling and prioritizing maintenance tasks: The software allowed the company to schedule and prioritize maintenance tasks via its automated scheduling and priority settings. This allowed management to focus on the most critical projects first. 
• Tracking and monitoring work orders: Implementing work order software allowed Johns Manville to track and monitor task progress in real time, as technicians could update the status of their tasks and provide visibility into their progress.
• Centralizing maintenance records: With inventory management and maintenance tasks all in one place, it became easier to access previous task data and maintenance reports. Technicians and teams can now identify recurring issues and develop strategies for preventive maintenance.
• Generating reports: Johns Manville’s detailed reports on past tasks provided insight into equipment performance, labor and resource use and cost. As the company is now able to analyze data, it can see where improvements are needed and allocate its resources accordingly.