What is a Work Order?

Kumar Natarajan 26 July, 2020.

A work order is a documentation of a job or service request that is issued to track and monitor the status of the request which is raised by either a customer or internal stakeholder.

Companies that provide field service, or operate in industries that involve regular inspection or maintenance of equipment or machinery deal with work orders frequently.

These can be either a new request, a monthly scheduled repair task, performing preventive maintenance, or re-visiting an already completed job because of a new issue.

Teams Involved in Handling a Work Order

  • Work requestor: The work requestor is the person or team who submits a work request. As mentioned before, this is the result of a customer request. But work orders can also be auto-generated for a follow-up on an already completed task for auditing purposes.
  • Work approver: This would be a specific person or team that handles the approval and assignment of maintenance requests in the case of equipment management, or it could be a customer service or dispatch team that undertakes the same role for work order requests from clients.
  • Field technicians: This group consists of maintenance engineers, field technicians, or repairmen who are on the field, executing the actual tasks associated with the work orders.

Teams Involved in Handling a Work Order

Work orders are an integral part of an organization’s workflow when it comes to resolving issues. Here are the different ways work orders help organize maintenance operations:

-Request status: Using work requests as a reference point helps track the progress of a request from task creation until completion. It provides all the relevant information about the problem while also helping field technicians get complete context on the job at hand.

-Scheduling resources and tools: Since a work order consists of essential details about a service request, it can also be a source of information for both dispatch teams and technicians, of the necessary resources – including new parts and tools – that would be needed to complete the task.

-Documentation and prioritization: Work orders are used in creating a detailed record of the activities and resources used during a service request. Work order information also helps dispatch teams determine which tasks need to be prioritized.

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