Work order management is a systematic approach to processing and completing maintenance and other work orders to streamline tasks and reduce downtime.
Maintenance teams are some of the busiest people in your business—they deal with dozens of requests and keep everything functioning as it should. At the same time, maintenance isn’t the only set of tasks that handle work orders; installations, upgrades, modifications, service delivery, production management, facility management, project management, fleet management and construction projects all depend on effective documentation to ensure that the job is completed correctly.
In the past, maintenance and other work-order teams were dependent on paper-based systems to handle work orders and complete assignments, but work order management is adapting along with the rest of the business world and taking a more computerised approach. This article will go over all the most essential elements of modern work order management to help guide you to the best management solutions for your workforce.
A work order is a document that outlines all the information needed to complete an installation, preventive maintenance or similar task. They often include details like who authorised the job and who the job is assigned to, what the job entails, what assets are required, insight into the job’s service history, and information about any other expectations regarding the job. Without work orders, the operations of your business would not be able to stay afloat without seriously affecting productivity and efficiency. Managers, technicians and even contractors all rely on work orders to organise, assign, prioritise, track and finish tasks.
Though similar, a work order and a work request are slightly different. A work request is what non-maintenance staff use to let the maintenance department know about a needed task. For example, if the HVAC system in the administrative building goes out, an administrator could submit a work request to have the HVAC looked at. That work request is then reviewed by the maintenance manager, who validates the request (to ensure that it is worth addressing and is not a duplicate request) and adds any other information before scheduling and signing the task out. What was once a work request is now a work order.
A maintenance team does all kinds of work, and there are other workers like contractors who perform specialised work outside of your department. Work orders are often broken down into the following categories:
Reactive (or corrective) maintenance is often the first thing that comes to mind when people think of the maintenance department. When something breaks or stops working properly, someone must evaluate the situation to determine what went wrong and how best to proceed with repairs. The work order in these break-fix situations is only created because something stopped functioning properly; the maintenance team must now react to that issue. This makes reactive repairs irregular since they are not predictable events.
Preventive maintenance is considered one of the most important types of work since it anticipates potential problems or malfunctions and performs work accordingly. Preventives are fairly routine and are performed at calculated intervals to avoid bigger issues that may snowball into reactive maintenance. Because preventive maintenance work is not an emergency, it offers more flexibility in scheduling, making it possible to bundle work at the same location.
You only want to perform reactive maintenance when it’s absolutely necessary. Because this kind of maintenance is so unpredictable and creates unplanned downtime for company assets, focusing instead on preventive maintenance can help lower the chances of unexpected costs and repairs.
Most maintenance departments create scheduled work orders using time-based or meter-based indicators to keep track of the lifecycle of an asset and its potential breakdowns (such as determining when a vehicle needs an oil change—every three months or every 3000 miles, whichever comes first). This is how to more efficiently manage machines, systems and the maintenance teams that work on them.
Predictive maintenance sounds like preventive maintenance, and the two types have similar purposes: stopping problems before they occur. The difference is that predictive work orders are created when the asset’s performance indicates that there may be an issue, such as when a PSI reading falls outside of expected ranges. In predictive cases, a work order is created only when an asset’s function falls below standards.
Service crews are also typically responsible for new installations and getting other types of equipment up and running, so there may be a relevant work order that is not repairing or maintaining anything, but implementing a new system, machine etc.
There are many different types of work orders, and some do not necessarily fall into the categories listed above. These may include:
Inspections
Inspections involve the systematic examination of products, processes or facilities to ensure compliance with specific standards or regulations. They can be conducted internally or externally, with work orders detailing what to inspect, how to do it and how the reporting process should work.Audits
Audits are comprehensive evaluations carried out by internal staff or third-party auditors. Work orders for audits define the scope, objectives, criteria and methodology, enhancing transparency and governance of the evaluation.Deliveries
Delivery work orders focus on transporting goods, materials or products from one location to another, providing detailed information on the items, location, timing and handling instructions. These work orders streamline the logistics and supply chain management, ensuring timely and accurate delivery.
There can be a lot of smaller steps to getting a work order completed, but here is the general process a work order will go through from start to finish.
Equipment issues are usually identifiable by most people. If a machine stops working, the operator can report it. If there is a leak in the breakroom, someone on the staff will notice it. These observable equipment failures are a major indicator that helps companies identify problems, and there are also usage- and time-based indicators that can be used to notify agents and get a work order in the pipeline. Additionally, customers may have non-maintenance needs that must be identified and addressed. For example, a home healthcare worker would rely on a work order for scheduling and dispatch.
Next, a work request is submitted by a staff member when the problem is identified. The quicker the request can get to the manager, the better. This helps the maintenance team get the right people working on the most pressing issues. Again, these requests should include the problem, the location of the asset, any relevant pictures or videos, a key contact and any other specifics needed.
For many organisations, a work order can only be processed and acted on with the manager’s approval, which is critical to ensure the most effective work is being done. Managers have the experience and knowledge to determine what needs to be prioritised and how the task should be completed.
Automation tools make it possible to automatically assign work to those agents or technicians who are best suited to the job, based on the skills, parts and availability to meet the service level agreement (SLA) or entitlement.
Once an agent has been assigned to complete the work order, they need access to information about the order, including documentation, process checklists, safety compliance information, images, parts used, expenses, the time required and other relevant details. This data is important to include to ensure everyone complies with applicable laws and regulations.
Once the job has been completed, the technician checks that everything works properly. They may also schedule a follow-up inspection to make sure there are no further issues. Then the work order is closed, and the agent can move on to the next task.
By effectively managing work orders, businesses can achieve greater efficiency, accuracy and control over their operations—from inspections to maintenance tasks, installation, deliveries and more. Whether it’s ensuring compliance with industry standards, enhancing transparency into day-to-day operations, reducing safety risks etc., a well-structured work order management system offers a range of benefits that align with the organisation’s goals and contribute to overall success. These include:
Prioritised work
Big issues that cause big waves in productivity and revenue get taken care of first while smaller projects are still figured out on a more effective timeline, making the most of maintenance resources. Effective work order management recognises that ‘uptime is king’, and thus critical projects are prioritised over those that can be put off until later.Detailed documentation
Work orders that are completed are then filed, creating a paper trail of the work that was done that can be used later if an asset needs repair or upgrades down the road, or if there is any dispute about the work itself. Proper documentation also supports records auditing processes—essential resources should internal investigations or regulatory concerns arise.Improved efficiency
Work orders cut through the noise and stress of an asset being down and instead boost communication between the staff, the maintenance manager and the technicians, which also boosts efficiency.Reduced cost
When your maintenance procedures are efficient, organised and scheduled, the results are reduced labour costs, improved productivity, reduced overtime, reduced work backlogs and fewer breakdowns—all money-saving benefits.Performance monitoring
An effective work order management system creates greater visibility for the entire work order process, so everyone involved has a clearer picture of how the assets of the company are performing and what they need to do to stay ahead of the competition.Improved compliance
Work orders and careful documentation ensures that technicians and maintenance managers are compliant with industry standards and labour laws. Having documentation makes a significant difference when it comes to auditing.Improved safety
Documentation and improved communication also create a safer work environment. Additionally, the boost in productivity and efficiency means that machines or other operational equipment are safely operating, reducing the risk that the workers or technicians face on-site.Enhanced time management
Save time for all users who are involved in work order management, such as managers and dispatchers, through advanced workflow automation.Process optimisation
Ultimately, work orders improve the process of repairing and maintaining your business’s operations from start to finish.
Every business manages work orders differently, but some common approaches will increase your effectiveness and departmental success.
Centralise and normalise the process
To achieve maximum efficiency, normalise the process as much as possible and make sure each work order goes through the same system. By normalising processes, you can more effectively analyse and compare performance against the process. Once the order has been submitted, it’s best if the request moves to a centralised organiser where it can be scheduled, assigned and documented. CMMS (Computerised Maintenance Management System) software is especially useful here.Assign tasks appropriately
Modern scheduling tools are capable of automating the scheduling process based on agent history, skills and parts availability.Prioritise
Have a system in place that not only helps you keep track of and focus on high-priority tasks, but that also prevents low-priority tasks from being swept under the rug. Modern AI/ML tools can be found in service management systems to prioritise and categorise work orders faster and more accurately than human processes.Ensure transparency
To avoid harmful miscommunication or misunderstandings, use transparent systems to process and prioritise work orders. Ensure the data is all tracked and accessible via an audit trail of changes. This way, no one assumes their work is being put off or swept aside.Schedule efficiently
You don’t want technicians to experience burnout or be underutilised due to scheduling ineffectiveness; managers need a reliable process when it comes to assigning work orders and managing the expectations of other staff so that all the work is completed at a reasonable time. Order management tools are capable of balancing and optimising the workload to minimise travel times, improve utilisation and optimise productivity.Stay consistent
The more consistent you can be with the work order process, the more efficient the entire team will be. Everyone, both on and outside of the maintenance staff, will have accurate expectations and the work will go much smoother.Communicate clearly with contractors
For those that fulfil work orders and normally function outside of your team, make sure that the communication and collaboration between contractors are clear and as consistent as possible to avoid any major disruptions. Ensure contractors are aligned on the process and incorporate proper documentation to drive compliance.
Whether you need better communication between staff and maintenance or greater visibility among the maintenance team, you can simplify work order management with ServiceNow’s Field Service Management (FSM).
ServiceNow’s FSM takes on the work associated with assigning, scheduling, prioritising work orders and more. And with advanced workflow automation capabilities, your internal team will be able to stay connected to the field while making work requests simple and easy for technicians to execute.
Apply detailed templates to create powerful, comprehensive work orders integrating skills, parts and scheduling. Break orders down into their composite tasks, detailing exactly what needs to be done for the job to be successful. Automate scheduling decisions to create balanced and efficient workloads that reduce service costs and speed time to completion. Include additional knowledge resources to better prepare your agents for specific activities. Review backlogs of support orders using predictive intelligence to identify similar causes. And through it all, track and record essential data relevant to your business.
With work order management from ServiceNow, organisations can easily create, track and complete work orders, schedule and dispatch field service technicians, manage inventory and resources, and improve the overall performance of their field service operations. By providing real-time visibility into the progress and status of work orders, ServiceNow’s work order management solution empowers organisations to improve efficiency, reduce downtime and increase customer satisfaction.
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