Creating And Managing Maintenance Requests

Maintenance requests are used to accurately track maintenance warranty items that are raised by clients. It is also used to book maintenance inspections, record costs and trades (both original supplier and works supplier), and to produce maintenance work orders for trades.

Benefits Of Managing Maintenance Requests

Each maintenance request can record multiple work items, allowing for a specific breakdown of the activities, costs, and trades associated with rectifying the request.

This feature allows the business to not only track individual requests for each job, but also to track the performance of both the original works supplier and maintenance supplier.

By separating and creating request items based on the supplier role, work orders can be automatically produced for each of the trades and faxed or emailed immediately. It also provides the capability to run multiple reports using this data.

Example

Determining which maintenance requests are still outstanding, what and how many requests have been completed historically, the average time taken for a trade to complete their maintenance work, and the total amount of maintenance issues that have occurred in a historical period, based on the original supplier.

Maintenance requests also assists in streamlining the completion of maintenance work and, in turn, improves customer satisfaction.

What To Do

Requirements

Before managing maintenance requests, the maintenance suppliers/trades and maintenance staff members (supervisor, manager, administrator) must be created.

Planning

Current maintenance processes should be identified and taken into consideration when establishing the best new process for the business. Common maintenance reports should also be examined and customised where required.

Implementation

The following preferences should be reviewed and set in Framework ECM. These preferences will be determined by the legislative, contractual, and company policy requirements:

-11254: Maintenance Warranty
-11298: Complete DLP Maintenance from Request Sign-off?
-11285: Service Period Commencement
- 50060: Service Period Calculation From

Staff training should also be undertaken to ensure that the correct level of information is being entered consistently so that reporting is accurate, relevant, and timely.

Ongoing Management

To ensure that the data for reporting is moving forward, maintenance requests must be reviewed and signed off correctly. The suppliers/trades should also be periodically reviewed and updated.