Archibus SaaS / 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.

For an alternative overview in which tasks are broken down by typical role, see Role-Based Overview of Maintenance Module.

Prerequisite: Review concepts.

• Tracking a Craftsperson's Hours and Costs
• Tracking a Craftsperson's Daily Schedule
• Using Microsoft Exchange with Craftsperson Schedules
• Unscheduled Work
• Getting Work Request Information to the Person Doing the Work
• Maintenance Checklists
• Using the Maintenance Console with BMS Integration

Step 1: Establish validating data and set the behavior.

1. Set up the following background data from which users will choose values when working with the application:
   • general validating (background) data
   • labor-related background data, including craftsperson shifts
2. A system administrator establishes the behavior of the Maintenance module.
   • Set Application Parameters for the Maintenance Console
   • Set Application Parameters for Service Requests and Work Requests
   • Set Workflow Rules
   • Add Fields to the Maintenance Console's Search
   • Set Email notifications
   • Security Groups for the Maintenance Console

Step 2: Establish an inventory of equipment, tools, and parts.

1. Develop a tools inventory.
2. Develop an equipment inventory.
3. Develop an equipment parts inventory.
4. Develop storage locations.

Step 3: Define Service Level Agreements (SLAs) to handle corrective maintenance issues.

To ensure that the work requests are handled in the appropriate manner, define 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 and Define Workflow (Overview).

1. Define maintenance checklists (optional)
2. Define SLAs for corrective maintenance using the SLA Console
3. Determine the ordering sequence of SLAs using the SLA Console
4. Schedule substitutes.
5. A 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.

This can be done using the Maintenance Console, Archibus Workplace, or Report Problem task.

• Report a Maintenance Problem

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:

• route it to a dispatcher, who will reject the request or route it to a work team or supervisor for approval
• route it to a business manager for approval.
• route it to a supervisor for approval.
• automatically approve it and assign it to a work order

Step 6: Approve work requests and assign them to work orders.

If the SLA does not call for automatic approval or assignment, the supervisor:

1. Approve work requests.
2. Assign one or more approved work requests to a work order

Step 7: Manage the work request.

Once the supervisor approves the work requests and assigns them to work orders, the supervisor has a few steps to perform:

1. Optional: Estimate labor, parts, and tools.
   • You can optionally review estimates by their status, and to reserve parts for those estimates using Reserve New Part Inventory task.
2. Schedule craftsperson and tools to execute the work using these methods: 
   • Labor Scheduler
   • Add and Schedule Craftspersons (Maintenance Console)
3. Issue work orders for execution

You manage the work request from the Maintenance Console. See Maintenance Console: Overview.

Step 8: Execute the work.

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

• Update hours worked on the jobs
• Update the system with other details about the job
  • Add Comments and Documents to the Maintenance Activity Log
  • Review References Documents for a Work Request
• Work with maintenance checklists

Note: Craftspersons in the field may find it convenient to perform these tasks from their smart phone or mobile device. Sites wishing to provide craftspersons with this ability must implement the Archibus Maintenance mobile app or the OnSite mobile app.

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

• Track work progress using the View Maintenance Service Requests task

• Edit or Cancel a Request after Submitting It
• Update a Rejected Request

Step 9: Complete the work order.

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

1. The supervisor reviews the details entered by the craftsperson and adjusts work as necessary.
2. The supervisor completes the work (if not already done by the craftsperson).
3. The supervisor reviews and verifies maintenance checklists. (Optional).
4. The supervisor verifies that work was completed. (Optional).

Also see: Updating Work Requests and their Labor Assignments - Supervisors

Step 10 (Optional): Staff member follows up on the initial request.

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

• Record satisfaction with the completion of a request.
• Verify that work was completed. (Optional).

Step 11: Maintenance manager closes out (archives) work

When satisfied with the data, the supervisor closes out (archives the work order).

Step 12: Review 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. See Maintenance Reports.