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"The major benefit of this work order system is that customers can make work requests on line and check on the status of their work order at any time," says Higbee.

"Before, we had to deal with unruly paper trails, the very real possibility of work orders getting lost along the way, and no consistent method of providing an up-to-date completion status to our customers."

With this new system, which demands very little of its users other than a cursory knowledge of logging onto the Web, the workflow process has become far more manageable.

Upholding Business Practices

From start to finish, all players in the work order process are aware of the status and expectations of the job. Several automated notifications and routing paths have been set up within the system to accomplish this.

For example, LSI Logic has identified different problem types used to categorize each work request. Based on the type selected by the requester and the building location in which the work is to be completed, the work request is automatically forwarded to the appropriate department.

A work order may be forwarded to the operations group (for basic maintenance), to the project planning and engineering group (which handles office adds, moves, changes, and building construction), or to the engineering group (for issues in the large, engineering-intensive buildings).

If the problem requires a manager's approval, the system generates an e-mail to his or her attention with a link to approve the work request on line and an option to require a cost estimate before approval.

When the appropriate craftsperson completes the estimate, the system again sends a message to the requesting manager, who can then approve or deny the work request. Customized features like these ensure that users abide by LSI Logic's business rules.

Smoothing the Workflow

Although a lot of information shuttles back and forth among users, the automatic message generation moves the process along more smoothly than before. To keep projects on track, time clocks are in place throughout the process.

For example, if a manager fails to approve a work request within five days, the work request dies, and the original requester is alerted. Similarly, the craftsperson must electronically accept the work order within a specified time of the assignment or the manager is automatically notified that the work order has not been accepted.

"Our whole intent is to avoid work orders dropping into a black hole," says Higbee. "We've put a lot of work and thought into this operation to become more efficient. Today, everything we do related to work orders is fully accountable."

Crafty Messaging

The system also allows craftspeople to enlist their colleagues' help for a specific work order. "For example, if a project manager needs engineering support, he just adds the engineer's name to the work order," says Higbee. The work order will now appear in the engineer's work queue with the specific requirements.

LSI also has a noteworthy approach to closing work orders. The craftsperson completes a work order, but never closes it; rather, the original requester does. Once all work is reported as completed, a message is sent to the requester asking if the work has been satisfactorily completed.

If the requester closes the work order, he or she is then presented with a short satisfaction survey, which is used to provide immediate feedback on the craftsperson's performance.

LSI uses the ARCHIBUS Building Operations module for preventive maintenance, as well. "The beauty of the work order program is that when a craftsperson logs on, he can see the preventive maintenance work assigned to him as well as his on-demand workload," says Higbee.

Although Higbee admits the transformation to an on-line environment can be hard on some users, he reports that overall, the paperless system has been well-received. Today, LSI Logic generates approximately 100 work orders per week.

Work Wizards

For facilities managers who do not need a customized system for managing work orders, ARCHIBUS has just released the Work Wizards, which will become an integral part of the ARCHIBUS/FM Building Operations module.

The Work Wizards make the entire work order process more accessible and efficient. Using intuitive navigation, they distill the most frequently used maintenance management features into a user-friendly interface.

The Wizards guide users through each step of the work order process using a simple icon menu, ensuring that nothing is overlooked. They manage all the key information required for reporting facility problems, assigning resources to resolve them, and updating problem reports with resolution information.

For example, the administrative assistant who notices that an electrical outlet isn't working can use the Wizard to submit a work request. The request is immediately available to the maintenance manager who then approves the order, schedules when the work will be performed, and assigns an electrician to address the problem.

The work order can then be e-mailed to the electrician who updates the form remotely once the outlet has been repaired. Throughout the process, the initial requester and maintenance manager can view the order to monitor its status.

The Right Wizard for the Right Job

Two aspects of the Work Wizards accommodate users' different needs. The Call Center Work Wizard option is designed for organizations that manage all maintenance communications from a single station. It is designed with simplicity in mind. An easy-to-use interface lets call center operators create, print, and update work orders.

The Full Work Wizard option is designed for organizations that have several people involved in the work reporting, performing, and updating processes or those that have teams to manage maintenance and operations work.

The Full Work Wizard includes screens to create, approve, schedule, issue, review, update, and survey work orders. Because users at this level will likely want to analyze work order requests and fulfillment, it provides the ability to sort, create reports, and perform cost calculations. It also lets users create personalized data views.

For more robust work order management, the Wizard can be used with FM Web Central, Workflow Controller, and other ARCHIBUS modules. The Workflow Controller ensures that remote data stays synchronized with the central database and that work processes are passed along to the appropriate people.

Succinct Solutions

If you've ever witnessed a work order go unacknowledged for too long or seen it passed around like a hot potato, then the benefits of the Work Wizards are obvious. Requesters can quickly and easily report facility problems. Maintenance personnel can review upcoming, current, and past work as well as quickly record details of work performed.

The Wizards are also time-savers. User-defined problem description codes allow users to quickly enter routine requests in a standard format. This consistency makes it easier to analyze and track work. Users may generate reports and export the Work Wizard screens into e-mail, word processing, HTML, or other formats.

And, because these intuitive interfaces require little or no training, they are also accessible to users who are unfamiliar with other ARCHIBUS software.

The path from a broken electrical socket to a satisfied customer can be long and unnecessarily painful. The new Work Wizards help bridge that gap by stressing accountability and communication — so there's no excuse for not keeping your facilities in top condition.

Leigh Calabrese is marketing communications specialist at ARCHIBUS Inc. ARCHIBUS/FM software manages the full range of CAFM functions, including property management, master planning, building operations, and furniture, equipment, and telecommunications management. These case studies originally appeared in The ARCHIBUS Asset, Vol. 10, No. 1.

The craftsperson's view of work order requests in LSI Logic's customized system. Image: LSI Logic Corporation System use requires little training, only the ability to log into the system. Image: LSI Logic Corporation A sample Work Wizards screen showing an approved work request. Image: ARCHIBUS, Inc. Paired with the ARCHIBUS/FM Workflow Controller and Active FM Agents, a craftsperson in the field can use e-mail-based messaging to synchronize with workers at other sites. Image: ARCHIBUS, Inc. All the work-order-related data in the palm of one's hand. Image: ARCHIBUS, Inc. Reporting that work is complete can be done from the field. Image: ARCHIBUS, Inc.   Click on thumbnail images to view full-size pictures.