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

The heater’s out again. One call from a tenant, and the clock starts ticking. But before a wrench ever turns, you need a work order to detail the issue, assign it fast and track the fix.

A work order, typically in the form of a document, officially kicks off and tracks repair or maintenance work from start to finish. In this guide, you’ll see what every effective work order includes, how to structure them for speed and clarity, and why the best maintenance teams treat them as their secret workflow weapon.

Work Order vs. Purchase Order (PO)

Many industries use work orders for needed repairs. Maintenance, property and facility managers use them to optimize specific tasks and restore equipment function.

A work order captures key details, including the asset requiring work, who requests the work, who authorizes it, who will complete it and when its due. Digital work orders add repair steps, tools, and parts — and serve as a lasting maintenance record. 

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 (or maintenance 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, often informal, task request. (A work order, in comparison, is formal.) Customers or staff submit work requests to alert maintenance teams. A maintenance manager or department typically issues these requests.

For example, an equipment operator sends a work request after a breakdown. 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. 

Step-by-Step Work Order Process

Businesses use a step-by-step process for managing work orders efficiently. An example typically looks something like this:

1. 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.

2. Submit a work order request. 

Once the repair or maintenance need is identified, a request is submitted. This is usually done via an online form, email or through work order management software and includes detailed information about the issue.

3. Review the request. 

Someone from the maintenance department reviews the request and verifies its details. Urgency determines the task priority and required parts and labor. The reviewer may also ask the requestor for more information to make a decision.

4. Create a new work order. 

Once reviewed, it becomes a formal work order, and the work order form includes all the details about the task. Think description of the issue, its location, how high a priority it is, the resources needed and its estimated completion date. A work order is also given a sequential number to help track its progress. This formal record allows work to begin. 

5. Assign a work order.

Once the work order is created, it is assigned to a qualified maintenance technician based on a variety of factors.

6. Complete and close out the task.

The technician will then complete the task as requested. 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.

Key Components of 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 requester 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 their maintenance activities.
• Time tracker: A time tracker tracks minutes, hours or days spent on the task’s steps to document a technician’s efficiency and prep for future maintenance planning.
• Priority status: Knowing whether a task has a high, medium or low priority level helps with scheduling and resource allocation.

4 Types of Work Orders

Several different types of work orders exist across various industries; however, these ones tend to be the most common:

• Corrective maintenance work orders: Assigned when equipment breaks down or is malfunctioning unexpectedly; sometimes includes emergency work orders as a result of reactive maintenance. 
• Daily work orders: Everyday assignments for technicians to work on — for example, cleaning, safety checks or lubrications. 
• Service work orders: Also known as inspection work orders to ensure machinery is up to standards.
• Preventive maintenance work orders: Assigned to perform routine repairs on a set preventive maintenance schedule. 

How to Successfully Manage Work Orders 

The work order management process can be overwhelming, so incorporating the following practices into your maintenance operations strategy will help simplify your workflow and keep everything 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 maintenance reduces variations in tasks. As a work order becomes more consistent, you can anticipate aspects of a task — like cost, required parts or tools and delivery times. 
• 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 can help keep costs down and boost customer satisfaction.
• Use 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 management 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: Using paper work orders can cause overlapping of tasks and stress demands on equipment and technician time, which will lead to more downtime for the asset. The best 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 maintenance that may arise. The software also allows for more effective communication between all parties involved in a task through work order 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 tasks, 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 inspections 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 The McCluskey Group. The Ottawa, Ontario-headquartered Tim Hortons franchisee faced lots of issues by tracking and scheduling maintenance tasks manually. But once the company implemented the following changes to its process, productivity significantly improved:

• Digitizing the work order process: The McCluskey Group’s spreadsheet system was time-consuming and prone to error. Once the company digitized its work orders and allowed staff to submit maintenance requests electronically, communication improved and fewer equipment breakdowns happened.
• Prioritizing maintenance tasks: Using Coast allowed the company to schedule and prioritize maintenance tasks, which helped management focus on the most critical projects first. 
• Tracking progress: Implementing software allowed The McCluskey Group 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: The McCluskey Group’s detailed reports on past tasks provided insight into equipment performance, labor and resource use, and cost. In fact, it reduced it’s maintenance expenses by 50 percent in the first year.

“Now, anyone can report when something is down. So, instead of being down for two days, we’re back up and running within a few hours,” says Tara Lee-Hendrycks, The McCluskey Group’s director of operations. “Less downtime means more opportunity for driving sales.”

Ready to experience what The McCluskey Group did first-hand? Whether you’re looking for a work order software for small businesses or a more sophisticated maintenance management solution, Coast offers a free trial to test for yourself!