Maintenance Work Order Requests
Simplify the process
Problem: Submitting a work order request to the maintenance group--whether for something simple like replacing a faulty thermostat or a more complex job--is often done through maintenance management software or the maintenance module of an ERP system. While such systems generally offer robust functionality, they often have cumbersome, complex interfaces that aren't designed to be easy and intuitive for casual users (which means: most employees). The result is too often incomplete or improperly completed online forms, or even attempts to go around the system, with resulting manual follow-up efforts by maintenance staff. Employees and maintenance workers alike are understandably frustrated.
Ideal: Employees have one easy-to-use enterprise request management (ERM) portal for requesting any type of service, from any internal shared services group (IT, HR, facilities/maintenance, finance, etc.). They don't even have to know who's responsible for changing light bulbs--only that it's a service they can easily request. Portal forms are short (because they are pre-populated with known information, based on the employee's login), quick and easy to complete, at any time from any device. The facilities team gets complete and accurate information, with less manual effort. Everyone is happier.
How: Kinetic Request and Kinetic Task together present employees with easy-to-use maintenance service request forms and processes. Back-end approval and scheduling processes are automated, so there's less manual effort for the facilities group, lower costs, and services are delivered more quickly.
Kinetic Request’s ease of use eliminates confusion and simplifies the form-completion process. It collects only the information needed to complete the work order, and dynamic question functionality means the fields required can change based on answers to prior questions.
Kinetic Task provides service-level integration to virtually any back-end systems, eliminating redundant manual data entry and preventing costly mistakes.
Benefits: By standardizing and automating tasks and workflows, organizations can develop more efficient processes that reduce service-delivery costs. ERM also automatically captures service time and quality metrics to support continual process improvement.
Other benefits include:
- Increased employee satisfaction;
- Elimination of training requirements;
- Reduced costs through increased use of online self-service;
- Less time required to submit requests;
- Improved accuracy of service requests; and
- Faster service fulfillment.
Conclusion: Clunky, complicated maintenance work order request screens are common in large enterprises. Combining a simplified front-end portal interface with automated back-end workflow processes makes everyone's life easier and reduces service costs.
Get it done – go to lunch
Problem: Submitting a request through a self-service portal is easy. Fulfilling requests is hard. Why? Because fulfillment requires multiple coordinated steps, which often involve multiple people and resources. Some tasks must be completed sequentially while others can be done in parallel, and some are automated while others are manual. So, fulfillment systems have been developed to help manage these processes. But these systems typically have several shortcomings: they are complex and cumbersome, requiring extensive manual data entry; too generic to accommodate specific types of fulfillment; and limit opportunities for task automation.
Ideal: Just as employees have an intuitive interface for submitting requests, those responsible for back-end fulfillment should also have simple tools to help get the job done quickly. Based on the type of service requested, the fulfillment tool would ask service providers for all of the information necessary to complete needed tasks--and nothing more. Processes would be automated so the system would "know" at all times which steps in the fulfillment process have been completed, and which remain, so it can accurately communicate status.
How: Kinetic Fulfillment is the delivery back-end to the Kinetic Request front end. It utilizes simple forms and an intuitive interface with powerful workflow capabilities in an automation-friendly manner.
It starts with simple forms that ask only for relevant information, with full data validation, and dynamic branching capability to ask new questions based on the input in previous fields. The tool is optimized for the task performer, with mobile and browser clients.
Kinetic Fulfillment provides powerful workflow capabilities; each work order has a specific goal, and work orders can be chained together to accomplish a complex fulfillment process. Validated data supports task automation.
Benefits: Automating fulfillment processes improves service accuracy and quality, reduce manual efforts and attendant service delivery costs, and accelerates fulfillment for the end user.
Other benefits include:
- Simple forms gather the right information—all the data that is needed and nothing more;
- Intuitive interface provides fulfillment personnel with consumer-like ease of use;
- Work orders can chained together, creating powerful workflow for complex fulfillment processes; and
- Use of quality, validated data supports process automation.
Conclusion: Complex, cumbersome fulfillment systems force a "one size fits all" approach on service providers increasing training and support time and decreasing productivity. In reality, these generic systems fit very processes well, are difficult to use, and don't support process automation. Kinetic Fulfillment is a familiar fulfillment back-end for the Kinetic Request front end. It combines ease of use with powerful workflow capabilities and enables automation to improve fulfillment accuracy and quality while reducing service delivery time and costs.