Work Order Management

Maximize field team productivity by easing the management and tracking of work orders, ensuring that they are resolved within commitments

What is a work order?


A work order in the context of field service management is a detailed outline of tasks, resources, and timelines for service requests or maintenance activities. It serves as a blueprint for technicians, ensuring clarity and organization. Work orders enhance efficiency, accountability, and customer satisfaction in field operations by tracking progress, allocating resources, and documenting activities.

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What are the types of work orders?

Reactive

A reactive work order in field service management is issued in response to an unexpected issue or equipment failure. Unlike preventative work orders, which schedule regular maintenance to avoid problems, and predictive work orders, which use data analysis to anticipate issues, reactive work orders address immediate needs, often requiring urgent attention to restore normal operations.

Preventative

A preventative work order in field service management schedules routine maintenance to avoid equipment failures. Unlike reactive work orders, which address sudden issues, or predictive work orders that use data to anticipate problems, preventative work orders focus on planned upkeep to ensure optimal performance and extend equipment lifespan.

Predictive

A predictive work order in field service management uses data and analytics to foresee and address potential equipment issues before they occur. Unlike reactive work orders, which handle unexpected failures, and preventative work orders, which schedule routine maintenance, predictive work orders rely on condition monitoring and trend analysis to optimize maintenance timing and reduce unplanned downtime.

What is work order management?

Work order management involves organizing, scheduling, and tracking service or maintenance tasks. Field operations are now complex and require the management of numerous work orders, resources, and logistics. Ensuring data is updated in real-time has become challenging. This complexity has elevated the need for sophisticated solutions to streamline processes, enhance communication, and ensure efficient resource allocation.

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The importance of work order management

Efficient work order management is crucial in field service and maintenance to ensure timely, organized task execution. It optimizes resource use, reduces downtime, and enhances customer satisfaction. Poor management leads to delays, increased costs, miscommunication, and decreased service quality, ultimately harming productivity and client trust. Effective management prevents these issues, ensuring smooth, reliable operations.

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Benefits of work order management

A work order management solution enhances productivity by streamlining task assignments and tracking. It improves communication with real-time updates and seamless coordination between teams. Comprehensive documentation ensures accurate records and compliance. Enhanced efficiency and reliability lead to higher customer satisfaction, as issues are resolved swiftly and effectively, reducing downtime and improving service quality.

A work order management solution enhances productivity by streamlining task assignments and tracking. It improves communication with real-time updates and seamless coordination between teams. Comprehensive documentation ensures accurate records and compliance. Enhanced efficiency and reliability lead to higher customer satisfaction, as issues are resolved swiftly and effectively, reducing downtime and improving service quality.

Enhanced resource productivity

PTC’s ServiceMax can improve technician productivity, on average, by 23%. This is achieved by ensuring an optimal usage of resources, scheduling tasks more efficiently, reducing idle time, and making sure technicians have the necessary tools and parts for each job.

PTC’s ServiceMax can improve technician productivity, on average, by 23%. This is achieved by ensuring an optimal usage of resources, scheduling tasks more efficiently, reducing idle time, and making sure technicians have the necessary tools and parts for each job.

Real-time communication

Providing real-time updates via secure communication channels enables technicians and managers to collaborate more effectively. With PTC's ServiceMax, you can resolve issues faster, triage more efficiently, and deliver higher service quality."

Providing real-time updates via secure communication channels enables technicians and managers to collaborate more effectively. With PTC's ServiceMax, you can resolve issues faster, triage more efficiently, and deliver higher service quality."

Detailed tracking, documentation, and reporting

A sophisticated solution like PTC's ServiceMax offers comprehensive tracking, detailed reporting, and performance insights. This empowers managers to make informed decisions and identify improvement areas for enhanced service outcomes.

A sophisticated solution like PTC's ServiceMax offers comprehensive tracking, detailed reporting, and performance insights. This empowers managers to make informed decisions and identify improvement areas for enhanced service outcomes.

Higher customer satisfaction

Efficient work order management leads to timely service delivery and effective issue resolution, enhancing customer satisfaction and building long-term client relationships.

Efficient work order management leads to timely service delivery and effective issue resolution, enhancing customer satisfaction and building long-term client relationships.

Cost savings

PTC's ServiceMax automates and optimizes work order processes, reducing operational costs by minimizing errors, boosting efficiency, and extending equipment lifespan through timely maintenance.

PTC's ServiceMax automates and optimizes work order processes, reducing operational costs by minimizing errors, boosting efficiency, and extending equipment lifespan through timely maintenance.

What is the work order management process?

The work order management process starts with the creation of a work order, followed by remote assessment and triage to determine the issue. If a truck roll is needed, the job is scheduled, identifying necessary service parts and tools. Clear instructions and communication are provided to the technician. The task is documented upon completion, and performance analytics are conducted to monitor resolution and drive continuous improvement, ensuring efficiency and quality in field service operations.

Best practices for work order management

The following best practices represent the cornerstone of an effective strategy to deliver world-class work order management.

Centralize the process

Centralizing the work order management process ensures consistent, efficient task handling. It streamlines communication, improves coordination, reduces errors, and enhances visibility, leading to better resource allocation and service quality. Explore Service Management

Assign tasks appropriately

Assigning tasks appropriately in work order management ensures that the right technician with the right skills handles each job. This increases efficiency, reduces errors, enhances service quality, and ensures timely completion, leading to improved customer satisfaction. Explore Field Service Management

Provide access to resources

Providing access to resources in work order management is crucial as it equips team members with the necessary tools, parts, and intelligence to complete tasks efficiently, reducing delays and ensuring high-quality outcomes, such as higher first-time fix rate metrics. Explore Connected Worker

Create and automate checklists

Creating checklists in work order management ensures all task steps are followed, reducing errors, improving consistency, and enhancing productivity by providing a clear, systematic approach to completing work orders. Explore DataGuide

Document each procedure

Documenting processes in work order management ensures clarity, consistency, and accountability, allowing team members to follow established procedures, reducing mistakes, and facilitating training and continuous improvement. Streamline Service Processes

Prioritize work orders

Prioritizing work orders ensures that critical tasks are completed first, improving efficiency, minimizing downtime, avoiding process bottlenecks, and aligning resources with business goals for optimal productivity and service quality. Explore Field Service Management

Customer case studies: Driving value from work order management

PTC customers are improving work order management by significantly enhancing service and maintenance productivity, accelerating responsiveness, and elevating customer satisfaction to unprecedented levels.

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DISH logo
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Traka Customer Story

Traka sought greater flexibility and scalability, so they chose ServiceMax as a cloud-based solution that is easier for field and office staff to access.

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Dish Customer Story

Dish identified Zinc as its best option to improve technician collaboration while executing work orders in the field.

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Nilfisk Customer Story

Nilfisk uses ServiceMax to ease access by technicians to work order data, support documentation, and prior service history to improve productivity.

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Swisslog Customer Story

Swisslog uses insights into asset performance to optimize maintenance work orders to reduce costs and increase customer satisfaction.

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Increase efficiency with ServiceMax work order management

ServiceMax supports any work order creation process—automated or manual—from customer requests, installed products, or IoT-triggered via APIs. Ensure high service performance by increasing efficiency, meeting commitments, accelerating cash flow, and building stronger customer relationships.

Field service management

<p>ServiceMax provides the most comprehensive field service management platform that empowers service leaders to maximize the lifecycle of critical assets and machines to propel their businesses forward.</p>

Field service scheduling and optimization

<p>Maximize dispatcher and technician productivity while improving SLA compliance with Service Board, the market-leading scheduling app that works seamlessly with ServiceMax Work Order Management.</p>

Automate field data collection and distribution

<p>DataGuide enables intelligent collection and distribution of data critical for the job at hand&mdash;from the field to the back office&mdash;creating opportunities for process efficiency.</p>

Mobile Tools for Technicians

<p>ServiceMax Go is a mobile application that provides information about any work order, location, or routing of the asset to be serviced. It is highly configurable and extensible.</p>

Service parts, returns, and depot repair

<p>PTC is the leader in optimizing service parts inventory across the value chain, so you have the right parts at the right time in the right place at the lowest possible cost.</p>

Field service management

ServiceMax provides the most comprehensive field service management platform that empowers service leaders to maximize the lifecycle of critical assets and machines to propel their businesses forward.

Field service scheduling and optimization

Maximize dispatcher and technician productivity while improving SLA compliance with Service Board, the market-leading scheduling app that works seamlessly with ServiceMax Work Order Management.

Automate field data collection and distribution

DataGuide enables intelligent collection and distribution of data critical for the job at hand—from the field to the back office—creating opportunities for process efficiency.

Mobile Tools for Technicians

ServiceMax Go is a mobile application that provides information about any work order, location, or routing of the asset to be serviced. It is highly configurable and extensible.

Service parts, returns, and depot repair

PTC is the leader in optimizing service parts inventory across the value chain, so you have the right parts at the right time in the right place at the lowest possible cost.

Frequently asked questions

The following questions are frequently asked about how to improve the performance of work order management systems.

What industries benefit from work order software?

Work order software benefits many industries by streamlining operations, improving efficiency, and enhancing service delivery. In manufacturing, it helps manage preventive maintenance, track machinery performance, and ensure timely repairs, reducing downtime and increasing productivity. Healthcare facilities use it to maintain medical equipment, manage facility maintenance, and ensure compliance with health regulations, leading to improved patient care and safety. For utilities like water, gas, and electricity, it assists in scheduling and tracking maintenance tasks, managing field services, and ensuring reliable infrastructure operation. Facilities management relies on it for building maintenance, coordinating services, and handling repairs, enhancing tenant satisfaction. Telecommunications benefit from efficient network maintenance and resource allocation. Transportation and logistics use it to maintain fleets and manage logistics operations, critical for supply chain efficiency.

What are the five main functions of a work order?

A work order serves five main functions that are crucial for efficient service management.

  • First, it centralizes all service-related information, providing a single repository for tracking tasks, resources, and updates. This ensures everyone involved has access to accurate, up-to-date information.
  • Second, it documents every step of the service process, from initial request to completion, which aids in accountability, compliance, and historical reference.
  • Third, it prioritizes tasks based on urgency and importance, helping teams focus on critical issues and allocate resources effectively.
  • Fourth, it assigns tasks to the appropriate personnel, ensuring that work is distributed according to skill sets and availability, which optimizes team productivity.
  • Finally, it manages the overall service process, monitoring progress, facilitating communication, and ensuring timely completion.

By centralizing, documenting, prioritizing, assigning, and managing service processes, work orders streamline operations and enhance service delivery.

What is a work order system?

A work order system is a digital platform designed to streamline the creation, tracking, and management of work orders within an organization. It centralizes all service requests, maintenance tasks, and operational activities into a single, accessible database, ensuring seamless communication and coordination among teams. The system documents each step of the process, from initial request to completion, providing transparency and accountability. It also prioritizes tasks based on urgency and importance, assigns them to the appropriate personnel, and monitors progress to ensure timely completion. By automating these functions, a work order system enhances efficiency, reduces downtime, and improves the overall quality of service delivery, making it an essential tool for industries such as manufacturing, healthcare, utilities, and facilities management.

What is open-source work order management?

PTC’s work order management solutions, such as ServiceMax, are not open source, however open-source work order management refers to a system where the software code is publicly available and can be freely used, modified, and distributed by anyone. This type of system allows organizations to customize the software to meet their specific needs without the constraints of proprietary software licenses. It centralizes and streamlines the process of creating, tracking, and managing work orders, offering features such as task prioritization, assignment, progress tracking, and reporting. The open-source nature fosters collaboration and innovation, as developers can contribute to and improve the software continuously. Additionally, it often results in cost savings, as there are no licensing fees, and the flexibility to tailor the system can lead to more efficient and effective operations. Open-source work order management is particularly beneficial for organizations seeking customizable, cost-effective, and community-driven solutions for managing their service and maintenance activities.