1. What is this module about

The Corrective work orders module in Workplace Management helps service teams create and manage work orders based on user requests. These work orders can be assigned to either internal or external contractors to fix the issues.

For instance, if a toilet is broken and leaking, the facility service group might be unable to fix it. In this case, a work order can be created for an external contractor, like a plumber, to handle the repair or install a new toilet. The contractor can register the costs, and the work orders can be reviewed internally afterward.

The next parts will go into more detail on some of the core concepts of this module:

1.1 Service groups

Like requests, the service groups also apply in the corrective work orders. The requests service group and the internal responsible user are automatically taken over to the corrective work order. The responsible user can plan and manually forward the work order to the applicable contractor.

More information about service groups can be found via Requests module.

1.2 Problem types

The problem type selected in the request can also influence the corrective work order behavior. Per problem type, it is possible to determine if a corrective work order is automatically created, assigned, and sent 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 of‘ 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, assigned to the service group ‘Facility’, assigned to the contractor 'Supplier X’, and automatically sent to the contractor.

Because there are no manual actions involved, if a work order is automatically created via this path, a remark can be pre-defined, and a default cost item (catalog item) can be set in the problem type, which will also be automatically added to the work order. A default cost item can be relevant if price agreements are negotiated for specific types of work (e.g., ‘Empty a container’), and the default (planned) price can automatically be included.

More information about problem types can be found via Requests module.

1.3 Cost items

Unlike in requests, it is possible to register cost items in corrective work orders. Cost items (work order items) can be generic or based on catalog items (this needs to be enabled via ‘Modules settings' → ‘Corrective work orders’ → ‘Use catalog items in corrective work orders’). Adding cost items based on inventory items is also possible, but the 'Inventory management’ module needs to be enabled in this case. More information about inventory management see: Inventory management module .

Before the work order is assigned to a contractor, the work order items can be added to register the estimated costs for handling the work order. If the user creates a generic work order item, the description, planned quantity, price, and VAT rate can be entered manually. If the user adds a work order item based on a catalog item, the catalog item name, supplier reference, and purchase price are automatically taken over to the work order item. Catalog items used in work orders can be tools or equipment that must be purchased first, such as rubber gloves, nails, etc.

The work order items' planned quantity and price are used to determine the estimated costs. Once the work order is in progress by the contractor, the actual quantity and price might differ and can be registered. The actual quantity and price eventually determine the actual costs of the work order. Insights on the planned and actual work order costs might affect the planned cost estimations or the contractors used in the future if the planned costs are, for example, much lower than the actual costs.

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 it is unclear which contractor should be assigned to the corrective work order, a tendering process can be created to find the right contractor. Via a tendering process, quotations can be requested from multiple suppliers.

Tendering processes are used if there are no preferred suppliers or many suppliers to choose from. A tendering process is a good way to find the supplier with the best price, the quickest response to execute the work at the earliest time, etc. Which supplier fits best for the work that needs to be done in the corrective work order.

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 separate workflow’ can be set to Yes if the tendering process is done in Workplace Management. In this case, when creating a tendering process from the corrective work order, the corrective work order will go to a 'Quotation process’ status and will automatically continue once one of the quotations is accepted. The supplier of the accepted quotation is automatically assigned to the corrective work order.

If the quotation process is done outside 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 choice based on the tendering process executed outside of the application (for instance, done only via email)

Tendering processes can also be created separately and not only within a corrective work order. For more information about the process, see: Tendering process (quotations) module.

1.6 Mandate approval

In the corrective work order process, adding a mandate approval step is possible. A mandate approval is a step in the workflow where a specific authorized user or user with a specific system group needs to review the work order's total amount and can approve or reject the work order before it is forwarded to a contractor. The mandate approval step prevents work orders from being made and sent 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 based on a personal (maximum) mandate amount, the mandate approval option ‘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 also exceeds the personal mandate amount of the manager, the next manager needs to approve the corrective work order until the personal mandate amount is sufficient.

To use the mandate approval by manager, all applicable users creating corrective work orders need to have the manager and personal mandate amount registered. Also, register the same information for every manager. The manager and personal mandate amount can be registered on the user's contact page.

If the corrective work order total amount exceeds the personal amount of the user, the user's manager is the next user to approve the corrective work order until the approver's mandate amount exceeds the corrective work order 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 added to handle the mandate approval and 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 also possible to register the amount from 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.

Depending on problem type:

If the mandate approval is determined per problem type, the mandate approval can be configured in each problem type separately, where it applies.

Both mandate approval options mentioned above can also be configured at the problem type level.

1.7 Planboard

The corrective work orders module also has a planboard option. Already planned corrective work orders can be consulted in a calendar view (daily, weekly, and monthly), and not yet assigned corrective work orders can be assigned via the planboard to contractors. F more information about the planboard see: Work order Planboard.

1.8 Supplier access

After the corrective work order is forwarded to the (internal or external) contractor, the work order needs to be handled by the internal or external contractor. If the contractor does not have a user account in Workplace Management to handle the work order, the responsible service group or the work order is assigned to handle the work order on behalf of the contractor.

If the contractor has a user in the application, the contractor must handle the work order themselves. Supplier access can be enabled to provide the contractors a user friendly overview with all work orders to be handled.

For more information about supplier access see: Supplier access.

1.9 Corrective work order workflow process

The following part describes the workflow of a corrective work order from a high-over point of view. For a detailed description, see the user manual Corrective work order module for (end)users.

Create a corrective work order
A new corrective work order can either be created manually from a request (if corrective work orders in general or for this problem type are enabled), or the corrective work order can be created automatically, determined by the problem type settings. Many fields are automatically taken over from the request (subject, description, service group, internal responsible, etc.). The user can add generic-, catalog- and/or inventory items (depending on the settings) with planned quantities and prices.

Submit or directly forward corrective work order
After the corrective work order has been completely filled in, the work order can either be submitted or directly forwarded to the contractor.

• If the contractor is not yet determined when creating the work order, the work order can be submitted. The contractor can be linked to the work order manually or via a tendering process during the next step.

• If the contractor is automatically determined via preferred suppliers when creating the work order, the work order can be directly forwarded to the contractor.

Optional: Start tendering process
A tendering process can be started if a contractor needs to be selected from a list of potential contractors. The tendering process can either be a new process in Workplace Management or completely outside of the application. The contractor with the best quotation can be selected and assigned to the work order.

Optional: Mandate approval
If mandate approval is applicable, the mandate approver needs to approve or reject the work orders' total amount before the work order is sent to the contractor.

Corrective work order in progress
The corrective work order is in progress, and the contractor needs to handle the work specified in the work order. If the contractor has a user account, the contractor can directly handle the work order in the application. If the contractor does not have a user account, then the internal responsible need to handle the work order on behalf of the contractor. The actual quantity and prices used during the handling of the corrective work order can be registered.

Optional: Retract or reschedule

If a corrective work order is in progress but needs to be rescheduled to another date, the internal responsible can reschedule the work order and forward it to the contractor again. If the corrective work order needs to be assigned to another internal responsible, the corrective work order can be retracted and is again assigned to the whole service group, ready to be picked up and assigned to a contractor.

End work and review

After the work order has been handled, the internal responsible can review the work executed. The review can also be done automatically (via a setting). If the internal responsible rejects the work, the work order will return to the contractor with additional information about the rejection. The contractor needs to handle the work in the order again.

Optional: Financial administration
If the executed work is approved, the financial administration surrounding this work order can be executed as a task in the workflow (depending on the setting). The contractor might send an invoice that must be registered and paid.

1.10 Other relevant options

Financial administration

Adding a' Financial administration' step in the workflow is possible via a general work order setting (which applies to corrective, preventive, and LTMP work orders). As soon as the invoices from the contractor have been handled (checked and paid), the corrective work order can be manually closed. Incoming invoices can also be automatically matched, and the corrective work order can automatically be closed as soon as the corresponding incoming invoices are handled. For more about incoming invoices, see: Incoming invoices

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 enabling the default workflow emails, see Workflow emails.

For the corrective work order module, the following default workflow emails are available:

3. General corrective work order module settings

To navigate to all the general corrective work order model settings, go to Modules settings → tab corrective work order. Hover over the available settings to get more information about a specific setting:

4. Additional information on this module

More information on the Corrective work order module can be found in 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