Proper Work Order Management Is Key to Maintenance Success

Most industries use work orders as formal requests to repair, replace or restore equipment to its operational status. As such, businesses use work order management to stay on top of all requests — systematically creating, assigning, tracking and completing work orders so that no task falls through the cracks. 

While work orders have long been conducted via paper or spreadsheets, they are now more frequently digitized, thanks to the implementation of work order management software solutions. Whichever method you prefer, an effective work order management system helps prioritize tasks, reduce downtime and keep operations running smoothly. Read on to learn more about how this works.

Work Order vs. Maintenance Request vs. Purchase Order 

Let’s start with a basic explanation of the differences between the terms “maintenance request,” “work order” and “purchase order.” The three are oftentimes used interchangeably but actually serve very different purposes in work order management.

A maintenance request is oftentimes the first step in the work order creation process. That’s because issues with equipment aren’t always evident to maintenance teams right away. Instead, problems are first seen by those people interacting with a given asset. So, they submit a maintenance or service request to the maintenance department, which then determines whether or not a new work order should be created. Once approved, a work order is generated detailing the task and required materials, assigned personnel and completion guidelines.

Purchase orders (POs) are documents that authorize a business to buy goods and services from outside vendors. They include all the details of the purchase, such as the names of the transacting parties, the quantity of goods or services purchased, their price and any specials, discounts or agreements included in the transaction. A PO number is also included in the documentation, allowing the parties to track, manage and analyze their transactions over time. 

Types of Work Orders 

Depending on the type of work order request, a maintenance manager will assign it to the best person for the job. There are generally four types to assign out:

• Corrective maintenance work orders: Equipment requires corrective maintenance when there’s an unexpected issue that’s not considered an emergency. Tasks carried out through this type of work order may be less expensive than preventive maintenance in the short term but not as cost-effective over time. 
• Daily work orders: If recurring tasks like routine safety inspections must be executed daily, this type of work order is necessary. It can also be used to break up tasks when a project is large or overly complex.
• Service work orders: If scheduled maintenance, cleaning or repairs are needed on a consistent basis, a service work order is usually necessary. It is also used when replacing asset parts with a short lifespan.
• Preventive maintenance work orders: A preventive maintenance work order is a documented request to perform specific tasks on a set maintenance schedule. Inspections, part replacements and the lubrication of an asset fall under this work order category. 

Work Order Management Process 

The following steps track a work order’s life cycle: 

• Identification of a maintenance issue: Someone identifies an issue with an asset and the tasks needed to correct or prevent a potentially more significant problem. This step helps maintenance teams know what to expect — for example, whether the maintenance tasks required are proactive or unplanned as the result of an emergency. 
• Submission of a maintenance request: After a party identifies the issue, they’ll submit a request form to the maintenance team detailing the needed tasks for review and approval. 
• Review of a maintenance request: The maintenance team will evaluate the request after submission to determine its feasibility, personnel and resource needs. 
• Approval and creation of the work order: Once the maintenance request is approved, it becomes a work order, which serves as documentation of the materials, equipment and staff needed to complete the task at hand. It will include all the necessary details of the job, including its priority level and completion date. At this stage, a maintenance manager identifies the work order type needed. If proactive maintenance is required to reduce asset downtime, a preventive maintenance work order will likely be created. If the asset has already failed and repair is necessary to get it up and running again, the work order may be more corrective. A template may be used to streamline this step. 
• Assignment of the work order, including details: Once created, the team manager will assign the work order to a qualified maintenance tech, who will complete the tasks by a specific deadline. If a business uses a computerized maintenance management system (CMMS), assigning the task may be automatic. 
• Completion of the work order: After completing tasks according to the work order, the technician will detail the time each step took, what was needed to complete these steps and any additional notes or observations. When everything is done, they’ll alert their supervisor, who may be required to sign off on the completed work order and offer further guidance if necessary. 

What’s Included in a Work Order A work order form usually features the following elements. Each one helps improve communication, streamlines workflow and ensures tasks are completed on time. 

• Maintenance task description: The order clearly outlines the work that needs to be done.
• Name of person/organization submitting the request: This element tracks the origin of the request.
• Name of the person responsible for completing the task: The work order names the technician responsible for carrying out the tasks.
• Location of the asset: The asset location on a work order identifies where the work needs to be carried out.
• Work processes or checklists: This element provides teams with detailed steps on how to complete a project.
• Time tracker: The work order requires documentation of the amount of time spent on each task.
• Priority status: Managers can give work orders a priority status for maintenance techs to know which tasks to complete when.
• Due date: A deadline is set for task completion, ensuring timely results. 

How to Successfully Manage Work Orders 

Managing work orders can be challenging at times — but using the following steps will help keep you and your team members organized. 

• Determine goals and how you measure success: Focusing on specific maintenance goals will help you create a foundation for evaluating how successful your work order management system is. Goals may include increasing the lifespan of an asset, reducing production downtime or shortening technician response times. You can measure your team’s success through key performance indicators (KPIs) such as how long it takes to complete a task.
• Create a standard work order process: Standardizing maintenance processes reduces task variations. As consistency in tasks becomes the norm rather than the exception, other aspects of a project — like lowered cost and better delivery times — can be anticipated. 
• Prioritize tasks appropriately: Rank maintenance tasks based on urgency and the resources available to complete the job. Emergency repairs are more critical than preventative maintenance tasks, which can be carried out later. Prioritizing tasks allows teams to delegate resources effectively, keep operations running smoothly and extend asset lifespan.
• Use preventive maintenance: Preventive maintenance allows teams to avoid major problems going forward. It helps prevent equipment failures before they happen and decreases the likelihood of unplanned downtime. With consistent production and fewer breakdowns, businesses can expect lower costs and increased customer satisfaction as the results of continuous improvement.
• Choose a work order software to manage workflows: The best work order software will automate steps in this process. It will also allow teams to store maintenance records in a central location and helps managers keep tasks and resources from overlapping.
• Communicate clearly with team and contractors: Effectively communicating with your team and contractors throughout the work order process allows everyone working on a project to understand their roles, responsibilities and deadlines — while also requiring less follow up.

Benefits of Proper Work Order Management 

Proper work order management keeps maintenance operations running smoothly and efficiently by reaping various benefits.

• Organizes and prioritizes maintenance work:  Through successful work order management, the most critical issues are addressed first.
• Provides detailed documentation: This practice helps teams keep clear records of completed work, reducing miscommunication and task repetition.
• Increases operational efficiency: Technicians have the correct information, tools and instructions when they need them to complete a project.
• Reduces maintenance costs: Expensive, last-minute repairs are less frequent, as work order management helps teams increase equipment uptime.
• Improves safety and compliance: Businesses are better able to meet regulatory requirements and stay on top of audits.
• Optimizes asset performance: Asset performance is enhanced and equipment lifespan is extended thanks to timely maintenance.
• Enables accurate reporting: Using a thorough work order management system, teams can track asset history, identify maintenance trends and make data-driven decisions.

Example of Using Work Order Management Software 

Cintas is an Ohio company that specializes in facility and rental services for businesses. Before implementing a work order management solution, its previous system was confusing and unorganized for maintenance team members. The company was also struggling to keep up with maintenance on its trucks and equipment.

To solve this issue, Cintas started using work order software. Almost overnight, it saw improvement in its maintenance operations. Managers could quickly check the status of any work order and issue directions. Automated scheduling encouraged the most critical maintenance tasks to be completed first.

Communication improved across teams, making it easier to coordinate repairs, parts and updates. By generating reports, teams were able to gain insight into asset history and enhance decision-making about future equipment needs. Cintas’ use of work order software eliminated manual tracking, which allowed the company to streamline its maintenance processes and instead focus on delivering high-quality services to customers.

How Work Order Management Software Can Help 

Coast’s CMMS software allows you to centralize your company’s asset inventory management and work order tracking. Our mobile app makes managing work orders and communicating with team members easy to do in real time.

Once you receive a maintenance request, you can create a work order and assign a technician to the task from anywhere. The technician will receive a notification on their mobile device with all the pertinent information regarding the order, such as the tasks and due date. As they complete the steps, they can add any notes, which are automatically accessible to team members and integrated into your maintenance data.

By enhancing efficiency, reducing costs and improving customer and team satisfaction, Coast provides a powerful solution for businesses looking to optimize their work order management.