Maintenance / Corrective Maintenance

Typical Workflow for Managing Corrective Maintenance

The following is the typical workflow for establishing on demand work procedures and executing on demand tasks as they arise.

Note: The SLA governing a request for maintenance work will define the exact path that a request travels. Service requests and work requests can be automatically approved, estimation may not be required, work requests can be automatically assigned to work orders, and so on. Moreover, you may decide not to manage the parts and tools inventory. The below procedures is a general outlined, but it is likely that a particular request for work will skip some of these steps.

Step 1: Administrators establish validating data and application behavior.

  1. A business process owner sets up the following background data from which users will choose values when working with the application:
  2. A business manager can optionally set up the data for checklists and substitutes, if your site wishes to implement these features.
  3. A system administrator establishes the behavior of the Corrective Maintenance application.

Step 2: Inventory manager establishes an inventory of equipment, tools, and parts.

  1. Develop a tools inventory.
  2. Develop an equipment inventory (optionally represent it in CAD or Revit).
  3. Develop an equipment parts inventory.
  4. Develop storage locations .

Step 3: Service desk manager defines Service Level Agreements (SLAs) to handle corrective maintenance issues.

To ensure that the work requests are handled in the appropriate manner, a service desk manager defines service level agreements (SLAs) that will be matched to work requests. This allows the system to automatically route the work to proper craftspersons, enforce service window rules when forecasting, and automatically issue work orders. For information, see Understanding SLAs.

  1. Define Service Catalog
  2. Define SLAs for corrective maintenance
  3. Determine the ordering sequence of SLA
  4. Schedule substitutes.
  5. The system integrator performs some advanced tasks. See System Integrator: Overview.
  6. Ongoing: Manage  SLAs with the Search & Manage Work Requests task.

Step 4: Maintenance issue occurs and a staff member (client) reports it.

Issues can be reported using the Maintenance Console, Maintenance mobile app, OnSite mobile app, or Workplace.

Step 5: SLA system routes the work request to the appropriate party for the next step.

Depending on the SLA that governs this request, the system will route the request for review, approval, automatic assignment, and so on. Options are:

Step 6: Supervisor estimates, schedules, approves, and issues the work

Once the supervisor approves the work requests and assigns them to work orders, the supervisor does the following. A business manager might also be responsible for approving and issuing work.

  1. Optional: Estimate labor, parts, and tools.
  2. Schedule craftsperson and tools to execute the work. 
  3. Approve work requests
  4. Assign one or more approved work requests to a work order
  5. Issue work orders for execution.
  6. At any time, the supervisor can also Cancel or Stop Work

The following concepts are useful for supervisors:

Step 7: Craftspersons execute the work

Craftspersons receive a list of their assigned work and go to the site to perform the task. As they complete the work on site, they update the system about the work they completed.

Note: Craftspersons in the field may find it convenient to perform these tasks from their smart phone or mobile device, rather than by using a laptop connected to the network. Sites wishing to provide craftspersons with this ability must implement OnSite mobile app or the Archibus Maintenance mobile app.

Tasks

Workflow (Status Changes)

Concepts

Ongoing: Supervisor manages the work in progress

Supervisors working with Maintenance Console can perform the following tasks as needed:

Workflow (Status Changes)

Other Tasks

Concepts

Ongoing (Optional): Requestor checks on or updates their requests.

Step 8: Supervisor reviews and completes the work order.

When craftspersons complete their work, the system routes it back to the supervisor for review and close-out.

  1. The supervisor reviews the details entered by the craftsperson and adjusts work as necessary.
  2. Supervisor completes maintenance checklists (if the craftsperson has not yet done this), and optionally verifies it.
  3. The supervisor completes the work order (if the craftsperson has not yet done this).
  4. The supervisor verifies completed work requests (optional).

Step 9 (Optional): Staff member follows up on the initial request.

Once the work order is completed, the SLA may specify that the original requestor can follow up on their request:

The staff member can also track request progress using the View Maintenance Service Requests task

Step 10: Maintenance manager closes (archives) the work order.

Step 11: Maintenance manager reviews maintenance analysis reports.

To analyze efficiency and cost, the maintenance manager will want to periodically generate reports on the on demand work at their site, analyze the results, spot trends, and look for ways to improve operations.