1. Corrective work orders in general

‪Corrective work orders are specific requests issued by a company to its (external) contractors to address and resolve issues related to products, services, or equipment. These work orders are used when there is a need for repair, maintenance, or replacement of items supplied by the contractor .

The work order process gives transparency to the service teams about the progress of the work orders being handled by contractors. Overall, a work order system in facility management streamlines the process of reporting and resolving issues, leading to improved efficiency, better communication, and enhanced facility maintenance. It helps ensure that the facility remains safe, functional, and comfortable for its occupants.

2. What is this module about

For more information on the content of this module, including detailed descriptions of some of the core components, see: Corrective work orders module in the 'Application Managers' section.

3. Why use this module

This module enables service teams to forward requests to (mostly external) contractors to fix the issues reported by the internal employees. Unlike with requests, in corrective work orders, the estimated costs can be registered, a tendering process can be initiated to request quotations and select the suppliers with the best fit, and execute mandate approval on the estimated work order costs.

3.1 Choices to be made within the module

The most relevant choices that can be made when using this module are the following:

1. Use corrective work orders in general, or determine whether to use corrective work orders per problem type. If it only applies to creating corrective work orders for particular problem types, this can be determined at the problem type level. The other option is to be able to create work orders for all problem types.

2. Approve the handled corrective work order: The internal responsible needs to review the executed work and can approve or reject the work order. This is a general setting applicable to all work order processes.

3. Financial processing step in the workflow: If this option is enabled, the workflow task to financially handle the work order becomes applicable for the internal responsible after the work order is handled and the work is approved. This is a general setting applicable to all work order processes.

4. Automatically close the request once the last open work order is handled. Once all work orders related to a request have been handled, the request can be automatically closed without the internal responsible having to close the request manually.

5. Use catalog items in corrective work orders. By default only generic cost items can be used, where the name, quantity, price, VAT percentage, etc. can be manually registered. It is also possible to enable pre defined cost items via catalog items. Relevant information (like the name and purchase price) from the catalog item is automatically transferred to the work order as a cost item. For example, if specific work has a fixed price, then these work activities can be pre defined via a catalog item and can be added to a work order without the need to add a generic cost item and having to add the name, price, etc. manually for every similar work order.

6. Use preferred suppliers in corrective work orders. The corrective work order can be automatically created and assigned to the preferred supplier with the corresponding role via the problem type linked to the request. If there are multiple preferred suppliers, these are shown within the corrective work order for the user to select the applicable contractor.

4. How to activate this module

As for every new module, use the ‘Module activation’ option on the administrator startboard (only available for level 2 and level 3 admins). For more general information about these 'Module activation' options, see Module activation

4.1 Prerequisites before enabling this module

The corrective work orders module requires the requests module to be enabled beforehand. Prerequisites for the requests module can be found here: Requests module

4.2 Module activation

For this specific module activation, multiple settings and options apply:

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Settings to be determined

• Approve work orders

• Financial processing work orders

• Auto close request via work order

• Use catalog items in corrective work orders

• User preferred suppliers

More information about these settings is described above: Choices to be made within the module

4.2.1 Workflow emails

The emails that are automatically sent via the workflow (e.g., the confirmation email to the requestor after the new request is submitted) are also generated and shown in the include on the module activation after the module activation is started. If the customer does not want to use one or more workflow emails, the emails can directly be deleted from the overview. For more information on workflow emails, Workflow emails

For a detailed description of the emails sent via the workflow, see: Corrective work orders module in the 'Application Managers' section.

4.3 Data imports

When activating this module, some data imports become available, which can be used to quickly import relevant data into the system (as opposed to manually entering this data, which is also possible).

Relevant data imports become available in the module activation after the activation has been started. Default data imports can also be found on the admins startboard (only for level 2 and level 3 administrators).

For more information on data imports in general, see: Data imports

If the corrective work orders module is activated, the following default import connectors become available:

4.4 System groups

When a module is activated, system groups become available that can be assigned to user profiles. These system groups will give users access to (a subset of) navigation menu options, startboard tabs, and tasks in the relevant workflow(s).

For more general information on user profiles, system groups, users, and the user profile dashboard, see: User management

For the Corrective work orders module, the following system groups become available:

Via the 'User profile management' option on the administrator startboard, these system groups can be assigned to existing user profiles or add them to newly created user profiles.

4.4.1 Relevant system groups from other modules:

For some modules, other modules might be of importance, to be able to use this module fully.
For Corrective work orders, the Master data modules ‘Buildings and areas’ and ‘Assets' and the ‘Requests’ module are relevant therefore, the following system groups could also need to be assigned to users (if not already done in the past), to be able to create and edit the relevant master data objects and requests.

When generating the user profiles, it is advised to also include these groups in the profiles or have dedicated profiles (and users) for these modules.

4.5 Navigation menu and startboard options

When a module is activated, the relevant navigation menu options become available to users with the correct authorizations (based on the system groups). Next to that, a module-specific key user startboard tab becomes available for that particular module and is visible depending on the user's authorizations. This tab gives users insights and day-to-day work overviews relevant to the specific module.

For more general information on the navigation menu and startboard, see: Navigation menu and Startboard

More information about the navigation menu and startboard options applicable for Corrective work orders see: Corrective work orders - Navigation menu & Startboard

5. Additional reports

Additional reports can be available for some modules via the ‘Reports’ navigation menu option.
For the (corrective) work order module(s), there are reports available via:

• Navigation menu reports: A long list of reports related to work orders available for the corrective work order manager, all service groups, and the corrective-, preventive- and LTMP work order manager.

• Management dashboard: A management dashboard for work orders is available in the ‘Maintenance’ navigation menu for the ‘Management dashboards work orders’ system group, with overviews and graphs related to work orders (Planned versus actual, Costs per building, etc.):

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6. Additional settings and options after enabling

For most modules, additional settings can be configured after the initial module activation via the 'Module settings' option on the administrator startboard. A module is always activated with the most used settings pre-defined. After the module is activated, it may have more advanced settings available, which can also be managed via the module settings.

To navigate to all Corrective work order settings, go to Modules settings → tab Corrective work orders. Hover over the available settings to get more information.

7. Additional information

No additional information currently.

8. User manual

For the user manual with a more step-by-step explanation of the process itself, see: Corrective work order module for (end)users

9. Q&A

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