Published: May 23, 2012  Updated: March 05, 2025

The Essential Elements of a Work Order: What, When, How, and Why

Remember the days when a work order was a simple note, barely a few comments scribbled down as sufficient documentation? Those times have long passed. Today's information-driven world demands meticulous records, especially in maintenance. Regulatory bodies like ISO and OSHA require detailed reporting, forcing maintenance personnel to thoroughly document every aspect of their work. This necessitates a quality system to capture and report on this information instantly. That’s why you should invest in comprehensive work order software. Let's look at the essential elements of a work order within that software.

What: Defining the Task and Scope

When it comes to managing work orders, whether for preventive maintenance or emergency repairs, establishing a policy that mandates thorough documentation significantly enhances the precision of the work performed.

The "what" of a work order defines the specific task that needs to be accomplished. This is the core of the work order, providing a clear and concise description of the required maintenance.

Detailing the Problem or Task

A well-defined "what" goes beyond a simple statement like "fix the machine." It includes specific details about the issue. For example, instead of "fix the machine," a better description would be "repair the hydraulic pump on the production line conveyor due to low pressure." This specificity ensures that the technician understands the exact nature of the problem and brings the appropriate tools and parts.

Specifying the Asset and Location

Identifying the specific asset and its location helps efficiency and productivity. This includes the asset number, description, and the precise location within the facility..

For instance, "Asset #1234 - Hydraulic Pump, Production Line 3, Bay 5." This level of detail minimizes confusion and ensures that the technician goes to the correct location.

Including Detailed Instructions

For complex tasks, detailed instructions should be included in the work order. This could involve step-by-step procedures, diagrams, or technical specifications. Providing these instructions ensures that the task is performed correctly and consistently.

Discover how streamlined maintenance processes can elevate production. Learn more.

When: Documenting the Timing

The "when" of a work order documents the timing of the maintenance activity. This includes the scheduled start and completion dates, as well as the actual start and completion times.

Scheduling and Tracking

Accurate scheduling is essential for efficient maintenance operations. Work orders should include a scheduled start date and time, allowing for proper planning and resource allocation. Tracking the actual start and completion times provides valuable data for analyzing maintenance performance and identifying potential bottlenecks.

Recording Downtime

If the maintenance activity results in equipment downtime, this should be accurately recorded. Downtime data is crucial for calculating overall equipment effectiveness (OEE) and identifying areas for improvement.

Maintaining a Historical Record

The "when" aspect of a work order creates a historical record of maintenance activities. This record can be used to track trends, identify recurring issues, and plan future maintenance.

How: Describing the Procedure

The "how" of a work order details the procedures and methods used to complete the maintenance task. This includes the tools, parts, and techniques employed.

Technicians should document each step taken during the maintenance process. This includes any troubleshooting steps, repairs, replacements, and adjustments made. This detailed documentation provides a record for future reference.

Listing Parts and Materials Used

All parts and materials used during the maintenance activity should be listed in the work order. This includes part numbers, quantities, and any relevant specifications. Later, you can use this information for inventory management and cost tracking.

Noting Tools and Equipment Used

The tools and equipment used during the maintenance activity should also be recorded. This helps identify any specialized tools or equipment required for specific tasks and ensures that they are properly maintained.

Why: Explaining the Rationale

The "why" of a work order explains the rationale behind the maintenance activity. This includes the reason for the work, the root cause of the problem, and the expected outcome.

Identifying and documenting the root cause of the problem is crucial for preventing future occurrences. This involves analyzing the symptoms, investigating the equipment, and determining the underlying cause of the failure.

The "why" aspect of a work order justifies the maintenance activity and demonstrates its value. This is especially important for regulatory compliance and internal audits.

Documenting the expected outcome of the maintenance activity provides a benchmark for evaluating its effectiveness. This includes improvements in equipment performance, reduced downtime, and increased reliability.

Enhancing Documentation with Work Order Software

Whether you have recently implemented a maintenance program or you already have established work order procedures, you can always improve and refine the documentation process. Regular evaluations of existing worksheets, procedures, and other documents show patterns and areas of adjustment. Ideally, you should use work order software to assign these documents to preventive maintenance procedures, assets, inventory, and other essential records for easy access.

Upon completion of a work order, scanning and attaching any relevant documentation to the work order record is highly recommended. This includes environmental worksheets, lockout/tagout checklists, and thermal recordings of repaired equipment. Again, use these invaluable for solving future problems, improving plant safety, supporting warranty claims, and providing evidence for insurance or litigation purposes.

In today's regulatory environment, you need to prove that you did what you said you did, when you did it, how you did it, and why. Comprehensive work order documentation ensures compliance, enhances safety, and improves overall maintenance efficiency.

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