How a bad work order can wreak havoc
A few words can make or break a maintenance team. Work orders are proof of that.
“In the past, bad decisions were made because we didn’t have accurate work order information,” said Tim Davison, Asset CARE planner for MillerCoors, in this case study by Reliable Plant.
A failure-prone fan at a MillerCoors site is proof of this. The fan failed three times in 18 months. A vibration analysis had found anomalies a month before the third failure, but maintenance wasn’t scheduled or prioritized before the fan failed.
The lesson: Work orders weren’t set up properly, causing important maintenance to be missed.
If this can happen to one of the world’s biggest brewers, it can happen to anyone. That’s why this article is going back to basics and exploring strategies for creating world-class work orders. It will provide the building blocks for great work order processes, from start to finish.
Five key strategies for managing maintenance work orders
Just like every asset at your company, your work orders need standard operating procedures. SOPs give you a baseline for creating, reviewing, and optimizing every job you do.
#1: Deciding on goals and measurements for your work orders
It’s important to know what information you want from a work order when you set them up. Work order and maintenance metrics deserve their own article entirely, but the chart below will give you a good framework to start from.
#2: Define roles and responsibilities
Create clearly defined roles and responsibilities for each part of the work order process. Outline who can create, assign, prioritize, complete, and review work orders. This will help you avoid duplicate or unauthorized work and miscommunication.
#3: Decide on your work order frequencies
OEMs and the knowledge of veteran staff usually decide the frequency of scheduled maintenance. This can give you a good baseline, but it’s not an exact science. Decide how often to review frequencies so you can spot work you’re doing too often or not often enough.
#4: Build work orders triggers
Outline how work orders can be triggered at your operation. This includes triggers that create the initial work request as well as follow-ups for failed PMs, compliance documentation, or extra work that needs to be done on the asset.
#5: Conduct work order post-mortems
Big projects and big problems deserve hindsight. Create a plan to find what went right and what went wrong on these major jobs. Then apply your learnings to the work order process.
How to create work orders in nine steps
Creating and optimizing work orders means reviewing, tweaking, and optimizing thousands of fields. Pro tip: Start small. Pick one field, review one group of work orders with it, and apply improvements to them as needed. Then move on to the next group.
- Naming conventions: These are the labels you use to identify the maintenance type, work order, and asset being worked on. Great naming conventions have three things: Consistency, clarity, and meaning for the people reading them.
- Description of issue and scope of work: Be as specific as possible with these fields. Instead of saying that there was a leak, identify how bad the leak is and where it is on the machine. Be clear about the skills, tradespeople, contractors, and permits needed.
- Required parts and tools: Add information that can help technicians locate parts or supplies faster parts as well as best practices for using them. Use these lists to build emergency kits for critical equipment that can be accessed quickly after breakdowns.
- Health and safety notes: Include a list of required PPE on every work order and note common risks, safety procedures, and accidents/near-misses associated with the work. Add compliance information for equipment where necessary, including follow-up tasks.
- Requester and date requested: These fields offer a glimpse into the source of problems. For example, are the right people requesting work? Were there too many requests on one day?
- Expected and actual labor hours: Elevate this section by adding the amount of time expected for each task. Cross-reference the notes of completed work orders and zero-in on tasks that took longer than expected so you can tweak processes as necessary.
- Task lists and associated documents: Eliminate vague task lists at all costs. Don’t stop at “Lubricate bearing.” Add the type of lubrication and amount. Use every chance you get to attach manuals, SOPs, or other resources that might help to work orders.
- Assignment and priority: The priority of the work order and the people it’s assigned to should match the type of maintenance being done. Define exactly what different priority levels mean so everyone on the team is on the same page.
- Notes: Work with experienced technicians to add notes to common work orders or failure modes so this knowledge can become standardized and accessible.
How to make maintenance work orders that give you better data
Information from completed work orders is your main tool for optimizing processes. Getting that information can simply mean making a work order field standard (like labor hours or parts used). Other sections require work to ensure you’re getting the data you’re looking for.
- Failure codes: Limit the list of failure codes to only the most common ones to avoid “other” becoming the default for technicians short on time.
- Completion notes: Every technician has their own way of describing the work they did. Standardize and streamline the process by giving specific prompts or questions. For example, ask if any tasks took longer than expected and why.
- Costs: Provide technicians with a template for noting extra resources that were necessary so it’s easy for them to fill out and easy for you to calculate additional costs.
- Follow-up actions: Describe the proper follow-up actions for common scenarios, like a fault found during a routine PM. This will streamline the process for technicians, and help you track compliance issues, potential failure, PM frequencies, and more.
Everything you just read in three sentences
- Move slowly by starting with work orders you do most often or on assets with the highest criticality.
- Consistency is the key to good habits, scalable success, and good, clean data, so make sure all your processes are airtight, like work order templates and follow-ups guidelines.
- Balancing clarity and being concise in work orders is key so technicians have all the information they need without being overloaded with extra work they see as nothing but a chore.