THIS ARTICLE IS CURRENTLY UNDER CONSTRUCTION
1. What is this module about
The Corrective work orders module is designed to facilitate the service teams or service departments to create one or more work orders from requests reported by users and assign these work orders to internal or external contractors in order to resolve the issues.
For example, if a toilet is broken and there are water leakages, the internal facility service team might not able to resolve the issue. From the (internal) request, a corrective work order can be created for an external contractor/supplier (e.g. a plumber) to fix the leakage or install a new toilet. Associated costs can be registered by the contractor and the work orders can be internally evaluated.
1.1 Service groups
Just like with requests, the service groups are also applicable in the corrective work orders. The requests service group and responsible user is automatically taken over to the corrective work order. The responsible user can manually forward the work order to the applicable contractor.
More information about service groups can be found via Requests module.
1.2 Problem types
Problem types determined in the request, can also influence the behavior of the corrective work order. Per problem type it is possible to determine if a corrective work order is automatically created, assigned and send to the relevant contractor based on the preferred supplier role.
For example:
Building: Spacewell Arnhem
Supplier X is the preferred supplier for Spacewell Arnhem with the role ‘Access Control’
Problem type: 'Front gate defect'
Automatically create corrective work order: Yes
Work order service group: Facility
Role: 'Access Control'
Automatically send work order: Yes
Once a request with building ‘Spacewell Arnhem’ and the problem type ‘Front gate defect' is submitted, a corrective work order is automatically created, assgned to service group ‘Facility’, assigned to contractor 'Supplier X’ and automatically send.
Because there is no manual action or interference in this case, a remark can be pre defined and a default cost item (Catalog item) can be determine and will also be automatically added to the work order. A default cost item can be relevant if price agreements are negotiated for specific work and the default price can automatically be included.
More information about problem types can be found via Requests module.
1.3 Mandate approval
In the corrective work order process it is possible to add a mandate approval step. A mandate approval is a step in the workflow, where an authorized user of user with a specific system group needs to approve or reject the work orders total amount. This prevents work orders from being made and send to contractors with a (unauthorized) large total amount.
Mandate approval can be enabled via ‘Module settings' → ‘Maintenance’ → 'Corrective work orders' → 'Mandate approval corrective work orders’:
Mandate approval options:
By manager (based on personal mandate amount):
If the mandate approval is executed by users based on a personal (maximum) mandate amount, mandate approval by manager is used. Every user creating corrective work orders, has a personal mandate amount and can approve the corrective work orders up to the maximum total amount similar to the personal mandate amount. If the corrective work order total amount exceeds the personal mandate amount of the user, the manager of the user needs to approve the corrective work order next,. If the corrective work order total amount exceeds the personal mandate amount of the manager, the next manager needs to approve the corrective work order next until the personal mandate amount is sufficient.
To use the mandate approval by manager, the users manager and personal mandate amount need to be registered. Register the mandate amount up to which the user is allowed to approve corrective work orders for, on the users contact page. Register the manager of the user and register the mandate amount of the manager. Continue with linking managers and regsitering the personal mandate amounts, until the maximum mandate amount is reached.
Example:
User 1 → Manager: User 2 and Mandate amount: 500
User 2 → Manager: User 3 and Mandate amount: 10.000
User 3 → Manager: No manager and Mandate amount: 1.000.000
A corrective work order is created and mandate approval for corrective work orders is enabled.
A corrective work order with the total amount of 250, needs to be approved by User 1
A corrective work order with the total amount of 5.000, needs to be approved first by User 1 and then by User 2
A corrective work order with the total amount of 20.000, needs to be approved first by User 1, then by User 2 and then by User 3
If the corrective work order total amount exceeds the personal amount of the user, the users manager is the next user to approve the corrective work order, until the apporvers mandate amount exceeds the corrective work orders total amount.
By a specific group (from a specific amount):
If the mandate approval is always executed by specific users or a specific department, a system group can be registered to approve the corrective work order total amount. If the corrective work order total amount only needs to be approved, if it exceeds a certain amount, it is poissble to register the amount form which the mandate approval by the specific system group applies.
To use mandate approval by a specific system group, register this system group in ‘Module settings' → ‘Maintenance’ → ‘Corrective work orders’ → 'Mandate approval group’.
To specify an amount from which the mandate approval applies, register this in ‘Module settings' → ‘Maintenance’ → ‘Corrective work orders’ → 'Mandate approval from amount’. If this setting is set to 0, the mandate approval always applies.
Example:
Mandate approval group: Mandate approvers (members are User 1 and User 2)
Mandate approval from amount: 1000
A corrective work order is created and mandate approval for corrective work orders is enabled.
A corrective work order with the total amount of 250, no approval is needed
A corrective work order with the total amount of 2500, needs to be approved by either User 1 or User 2 (every user in the mandate approval system group will get the task to approve)
Depending on problemtype:
If the mandate approval is determined per problem type, the mandate approval can be configured in each problem type seperately, where it actually applies.
Both mandate approval options mentioned above, can be configured on problem type level.
Example:
Problem type 1
Mandate approval group: Mandate approvers (members are User 1 and User 2)
Mandate approval from amount: 1000
Problem type 2
Mandate approval disabled
Problem type 3
Mandate approval: by manager
User 1 → Manager: User 2 and Mandate amount: 500
User 2 → Manager: User 3 and Mandate amount: 10.000
User 3 → Manager: No manager and Mandate amount: 1.000.000
A corrective work order is created and mandate approval for corrective work orders is enabled depending on problem type.
A corrective work order from a request with Problem type 1 with the total amount of 250, no approval is needed
A corrective work order from a request with Problem type 1 with the total amount of 2500, needs to be approved by either User 1 or User 2 (every user in the mandate approval system group will get the task to approve)
A corrective work order from a request with Problem type 2 with the total amount of 250, no approval needed
A corrective work order from a request with Problem type 2 with the total amount of 20.000, no approval needed
A corrective work order from a request with Problem type 3 with the total amount of 250, needs to be approved by User 1
A corrective work order from a request with Problem type 3 with the total amount of 5.000, needs to be approved first by User 1 and then by User 2
A corrective work order from a request with Problem type 3 with the total amount of 20.000, needs to be approved first by User 1, then by User 2 and then by User 3
1.4 Preferred suppliers
Via the use of preferred suppliers, requests and corrective work orders can automatically be assigned to a preferred supplier based on the role specified in the problem type linked to the request.
For more information about preferred suppliers see: Preferred suppliers.
For more information about requests and problem types see: Requests module.
1.5 Tendering process (quotations)
If a corrective work order needs to be handled by a not yet known contractor, a tendering process can be created to find the right contractor for the job. Via a tendering process, quotations can be requested from multiple suppliers to handle the corrective work order. Tendering processes are used if there are no preferred suppliers or there are a lot of suppliers to choose from. A tendering process is a good way to find the supplier with the best price, quickest response, can execute the work at the earliest time, etc.
A tendering process can be created in Workplace Management directly from a corrective work order or a tendering process can be done completely outside of the application.
Via ‘Module settings' → ‘Maintenance’ → ‘General work order settings’ → ‘Quotation process via seprate workflow’ can be set to Yes, if the tendering process is done in Workplace Management. In this case, the corrective work order will go to a 'Quotation process’ status and will automatically continue once one of the quotations is approved. The supplier of the approved quotation is automatically assigned to the corrective work order.
If the quotation process is done outside of Workplace Management, the corrective work order is also moved to a 'Request quotation(s)' status. The corrective work order needs to be manually forwarded to the contractor of choise based on the tendering process executed outside of the application.
Tendering processes can also be created seperatly and not only from a corrective work order. More information about the process see: Tendering process (quotations) module.
1.6 Planboard
The corrective work orders module also has a planboard option. The planboard can be used for three main options:
Show already planned work orders
…
Plan corrective work orders via drag and drop
…
Sick and vacation
…
It is not possible to filter the work orders to be planned via drag and drop below the planboard.
Toggle work orders to drag one or off. initially not show to only show the calendar.
1.7 Supplier access
SUPPLIER ACCES LINK TO ANOTHER ARTICLE (also applicable for Preventive, etc.)
After the corrective work order is forwarded to the (internal or external) contractor, the work order needs to be handled via a workflow task. If the contractor does not have a user account in Workplace Management to be able to handle the work order, the service team responsible is assigned to handle the work order on behalf of the contractor.
1.8 Corrective work order workflow process
1.9 Other relevant options
2. Automatic emails send in the workflow(s)
Workflows can automatically send emails after a certain task is executed or a workflow has been in a status for a certain amount of time. The default emails need to be activated per workflow. For more information on how to enabled the default workflow emails, see Workflow emails.
For the corrective work order module, the following default workflow emails are available:
Email content | When is it send | Send to |
|---|---|---|
3. Additional information on this module
More information on the Requests module can be found via the following related articles:
For an (end) user manual, see: Corrective work orders module for (end)users
For more detailed implementation information (including how to enable the module, which system groups are involved, data imports and more information on the startboard and navigation menu options) see: Corrective work orders module activation and information