Work Order Standard Operating Procedure
Work Order Standard Operating Procedure
Work Order Standard Operating Procedure
I. PURPOSE
To establish a standard operating practice to receive, assign, and track requests for work
orders.
A. General
Work orders are used to request, assign, and track work that needs to be accomplished by
Facilities Operations for maintenance, repair, and minor construction work.
The work order also serves to document the completion of work and to record all costs
associated with that work (i.e., labor expenses, materials issued from inventory and other
expenses incurred for purchase of materials or payment to contractors).
B. Work Order Types
Corrective Work Orders: Corrective Work Orders are created for routine repair and/or
maintenance of buildings and campus facilities. Corrective work orders are initiated
internally by Facilities Operations staff.
Corrective work orders do not include non-maintenance work such as building new
shelves, hanging whiteboards, hanging banners, making signs for events or providing
staffing support for special events outside of normal work hours (see Special Billing
work orders below).
Service Request: Service Requests are corrective work orders requested from a
customer external to Facilities Operations.
Special Billing (SPBILL) Work Order: Customer requests for non-maintenance work
orders (examples: building new shelves, signage) with an estimated cost of less than
$5,000 are billable to the requesting department.
MBILL: Used to capture billable work for billable auxiliaries such as POCAM, Housing
and Residence Life, Campus Enterprises retail locations, Gove Health, and Dining
without requiring a BANFIN form.
Project: Customer requests for non-routine maintenance work with an estimated cost of
$5,000 or more or for non-routine maintenance where tracking the involvement of
multiple trades is beneficial (this does not include all multi-trade requests). Projects are
only created in TMA if a Project Manager informs the CSC that it is in fact a project and
the BANFIN is provided. Project requests shall be evaluated by the appropriate manager
to determine if it should be a Facilities Design and Construction project due to scope or
cost.
Business Office: Used to create a work order for tracking purposes that is neither
billable nor corrective.
Estimates: Department request for estimated cost before proceeding with billable
work. To have an estimate prepared the requesting department will send a request to
Facilities Operations through mail, email, phone, or online.
Athletics: Used to indicate where support is requested for athletic events so that costs
associated will be charged to the Facilities Operations Athletic Facilities Maintenance
fund regardless of the location or building.
C. Billing
All work order charges, regardless of work order type, are captured in the monthly billing
to these external departments without requiring a BANFIN. Billing to these auxiliaries is
generated by reviewing a report of all work orders for each building code assigned to the
auxiliaries listed above and charging for all labor and materials regardless of the work
order type. The retail spaces in Housing and Residence Life have an R in addition to the
building code.
If a work order will require labor from multiple trades and is not a project the work order
will include a task for each shop/trade. Billing will not occur until all tasks in the work
order have been completed and noted on the BANFIN given to the Facilities Operations
accounting office.
Approved: Work request is approved when it has been accepted and a work order
number assigned. TMA automatically generates an e-mail to notify requestor that a work
order number has been assigned unless requestor declined notification when work order
was submitted. Work orders with the status of approved have either yet to be assigned to
a technician's handheld or have yet to be printed.
Awaiting Funding: Is used for work order requests that are considered billable but do
not have a BANFIN associated with them yet. When a customer submits a request that
requires a BANFIN via the web they are contacted by CSC to provide a BANFIN. Upon
the customer's agreement to send a BANFIN, the work order is accepted and assigned to
the CSC trade with this status. CSC should follow up with customers of work orders of
this status once a week until the BANFIN has been provided to make sure that they do
still want the work completed. Once the BANFIN has been acquired, the request date is
changed to the BANFIN’s acquisition day and the work order is treated as normal and
changed to Approved.
Cancelled: Work order was initiated but later deemed unnecessary prior to any work
being performed. The customer must call or email to cancel the work order, the
supervisor of the assigned shop must approve cancellation, or the CSC can cancel work
orders that are obvious duplicates. (CSC should uncheck the ‘Notify Me’ check box
prior to cancelling to ensure that customers do not receive notification of cancellation).
Billed: Accounting will change the Status field in TMA to Billed for all work orders
being billed to signify the customer has been billed.
Completed: All processes have been completed and work order has been closed in TMA
by the CSC or the appropriate supervisor. TMA automatically generates an e-mail to
notify requestor that work has been completed unless requestor declined notification
when work order was submitted.
In Progress: Work order has been printed or assigned to the appropriate technician’s
handheld device and is in progress.
II. PROCEDURES
For Mobile Device Users – Please also reference the Mobile TMA Device Usage
Standard Operating Practice for additional information.
A. General
must be recorded on the work order whether obtained through the inventory
distribution system or purchased outside the inventory system, via purchase
order or p-card.
1. CSC personnel shall check for work requests submitted by e-mail or via TMA
online regularly during normal business hours and at the beginning of each
business day. Work orders received by these methods are entered into TMA as
soon as possible. TMA will provide automatic customer notification of work
order creation and status changes unless the customer requests to not be
notified. Printed work orders will be distributed to the supervisors’ mailboxes
at 10:30 am and 4:30 pm.
2. For emergency work orders: CSC personnel should contact appropriate
personnel immediately by radio. (flooding or other situations requiring
immediate response to avoid injury or property damage)
3. Work orders received by phone:
a. CSC personnel should obtain the following necessary information:
i. Requestor’s first and last name
ii. Requestor's email address
iii. Requestor's phone number
iv. Building name, room number/location of the problem area
where work is requested (be as specific as possible)
v. Description of work requested
vi. If they request to not receive automatic notification of work
order status changes leave the requestor’s email blank.
b. Choose the appropriate trade code (shop) assignment
c. Set the appropriate Work Order Type
4. Estimate work orders:
a. The automatic e-mail notification feature is disabled in TMA.
b. Create a work order the same as a corrective except the work order
type should be Estimate.
c. All estimates will be printed regardless of whether the trade uses
handhelds.
d. Estimate work orders will be printed on blue paper.
5. BANFINs received through interdepartmental mail or via email:
a. Verify the BANFIN is signed and has a debit fund and account
number. (If it doesn’t include a fund and account number or is not
signed, contact the requestor to obtain a completed form before
proceeding.)
b. Using the information on the BANFIN, fill out the work order
information as you would a normal corrective except set the work
order type to SPBILL
c. A paper copy will not be printed if work order is assigned to a trade
that uses handheld devices
d. Printed SPBILL work orders will be printed on gold paper and a copy
of the BANFIN will be attached to the back.
6. TMA automatically assigns a work order number once all required
information is entered and the work order is saved.
1. Once the requested work on a printed work order has been Finished it should be
submitted to the CSC within one business day of work completion.
2. Finished work orders should include:
a. The name of each employee that performed work against that work order.
b. The number of labor hours for each employee including:
1. The Facilities Operations Accounting office changes the status field to Billed
in TMA for each work order after the charges have been billed.
Estimates are provided by Facilities Operations on request and will be provided to the
requestor by the trade supervisor after investigation of the request. This is only an
estimate; the actual cost may be higher or lower depending on numerous factors
including changes in material cost, asbestos abatement, and unforeseen changes in project
scope. Labor rates are updated yearly in July.
1. The Supervisor or Manager will submit the estimate on the standard Facilities
Operations Estimate Form located on the W: drive (W:\Facilities Operations
Forms and Info\FORMS) to the requestor.
2. The Supervisor or Manager will enter the total amount of the estimate on the
estimate tab, total estimate cost, located at the bottom right of the work order
in TMA or submit a copy of the estimate and the Estimate work order to the
CSC to close.
3. CSC should close the Estimate work order and retain the estimate for
reference for at least 3 months in case the customer decides to proceed with
the work. A Project or Special Billing work order will be opened upon
authorization of work via submittal of a BANFIN.
3. Cancelled work orders must be documented with a reason on the work order
in the general comments field in TMA by CSC.
4. The CSC is then responsible for notifying the original requestor that their
work has been cancelled and the reason why unless it was a duplicate request.
5. When the requestor cancels the work order, no notification is required.
6. When the requestor is the same shop performing the work, then no
notification is required.