Work Order Creation. A Little Extra Effort Is All It Takes.
When entering service tickets in your chosen CMMS platform, know there is a suboptimal approach or an ideal way. While we’re confident that somebody will ultimately resolve the ticket, no matter the quality of your request, its resolution should not be the sole measure of success. KPIs such as time to completion and overall project cost are essential metrics to gauge, and your initial request can help determine their outcome. Develop good habits when communicating with your maintenance vendors, and efficiencies should follow in terms of both timing and cost.
When submitting a service ticket to your contractors, remember that the extra time you spend describing the issue, level of urgency, providing manufacturer/model numbers (when applicable), and sharing of photographs up front are the best ways to ensure contractor preparedness. Being thorough when informing the technician of the issue(s) minimizes their excuse not to be ready when they arrive. A well-detailed service ticket is like a good map – it helps support teams navigate directly to the solution instead of wandering through possibilities.
A Bit More Detail = A Lot Less Cost
There is a reason all the CMMS software programs exist today. They have proven highly effective in connecting facility managers to their vendor partners. Transmitting the store maintenance issues in a clear, concise manner is the standard, and other than poor human behavior, there is no longer any excuse not to do so. When properly implemented, here are ways that detailed service requests drive down maintenance costs.
- Reduce back-and-forth communications for additional clarifications
- Eliminate post-acceptance decline rates
- Increased site visit preparedness leads and upfront parts acquisition
- Reduce incurred charges for investigative efforts
- Increased first-time fix-rate
- Reduced equipment/fixture downtime
- Quicker time to completion rates
- Improved relationships and overall customer experience
Underestimate the value of this endeavor and watch all of these worthwhile outcomes fall by the wayside. The low efficiency of poor communications will cause your team and contractors to work harder and produce less. Perhaps not on an individual project basis, but over time, the compounding interest of these actions will build meaningfully. You get to decide the impact, for better or for worse.
It takes an effort to train those entrusted with the authority to initiate work orders effectively, but it’s not complex and is a rewarding investment. Aside from the financial benefits listed above, it also develops your facilities team’s habits and technical knowledge while reinforcing a positive relationship with your maintenance partners. Teach this skill, educate them on the benefits, and watch your performance improve.
