Work Order: Definition, Process, and Examples

What is a Work Order?

A work order is a document used in business and field service operations to authorize and detail specific tasks or jobs that need to be completed. Also known as a job order or a service order, work orders help manage, schedule, and track work assignments, ensuring clear communication between supervisors and workers and supporting efficient workflow and resource allocation. They are commonly used to manage maintenance operations across industries and can also be utilized for follow-up actions from conducted inspections or audits.

Importance

Work orders constitute the heart of any maintenance management system. They provide a clear and organized way to manage tasks, repairs, and maintenance activities within a workplace, ensuring that work is properly documented, assigned, and tracked from start to completion.

Moreover, work orders are important because they play an essential part in standardizing maintenance workflows, from submitting work requests to closing work orders. This is especially relevant in field service management and when creating field service reports, which require efficient communication and coordination.

How Does a Work Order Differ From a Work Request and Purchase Order?

While a work order (WO) is sometimes called a job order or a service order, they essentially mean the same thing. However, work orders cannot be used interchangeably with work requests and purchase orders because each term has a different meaning:

Work Order vs Work Request

The difference between a work order and a work request is their source and sequence—where they originated and when they’re triggered. Generally, work requests come in from non-maintenance personnel, which triggers maintenance work orders.

For example, machine operators usually submit a work request for an equipment problem first, and then maintenance managers approve a WO designated to mechanics.

Work Order vs Purchase Order

The difference between a work order and a purchase order (PO) is how they’re used in connection with maintenance work order workflows. While work orders detail specific tasks or services to be carried out, purchase orders itemize materials or products needed to be purchased to complete a WO.

Typically, a work order includes a PO with the new parts and items to be used when repairing or servicing a piece of equipment.

Types of Work Orders

Work orders are widely used across multiple industries and can vary in how they’re used. Here are the types of work orders that are commonly used:

• Preventive Maintenance Work Order – These are issued to perform routine maintenance on equipment or facilities to prevent breakdowns and extend their lifespan. These are typically scheduled at regular intervals based on time or usage.

• Corrective Maintenance Work Order – A corrective maintenance work order is created when an issue or defect has already been identified and needs to be fixed. The goal is to restore the asset or system to proper working condition.

• Reactive Work Order – Also known as an emergency work order, this kind is raised in response to sudden equipment failures or urgent issues that require immediate attention. These are unplanned and often disrupt normal operations.

• Inspection Work Order – An inspection work order is used to schedule and document inspections of assets, facilities, or systems. The goal is to assess conditions, ensure compliance, and identify potential issues before they become serious.

• Safety Work Order – A safety work order focuses on addressing hazards or performing tasks that improve workplace safety. These are often issued after receiving an incident report, acting as a corrective action strategy.

Work Order Process and Procedure

A work order system should enable employees to do maintenance tasks more efficiently, not slow them down. To streamline work order processing, first gauge the company’s performance using industry benchmarks. Compare your findings with the sample work order procedure below and identify areas of improvement for the organization’s context:

• Step 1: Work Request Submission and Review – Non-maintenance staff will submit a work request, which is assessed by their manager. Their managers then validate it with information captured from previous inspections before forwarding it to the maintenance department.

• Step 2: Work Order Approval and Creation – Upon receipt, the maintenance manager determines whether the scope of the work is necessary. When approved, management records the work request as a work order and signs it off.

• Step 3: Work Order Assignment and Scheduling – Following authorization, the manager assigns the task to a mechanic and schedules when it should be completed. Applying a dispatch matrix can help make sure that the most qualified technician will be sent to work on a particular asset.

• Step 4: Work Order Execution and Monitoring – At the equipment location area, the maintenance worker observes physical restraints, identifies environmental conditions, and prepares any type of notation that can aid in accomplishing the job. When resources become available, work can begin, and the manager starts tracking the WO status.

• Step 5: Work Order Completion and Record-keeping – After the job is done, the maintenance technician reports the actual work performed, and their manager reviews it before closing the WO. Finally, the maintenance manager files the completed work order for future reference.

Tips on How to Write Effective Work Orders

There are several ways to create a work order, depending on company requirements and customer needs, among other factors. Listed below are some general guidelines to help teams write work orders more efficiently:

Understand the work requested

Writers of job orders should not only refer to the details indicated in work requests, but they should also gain a thorough understanding of exactly what needs to be done. When in doubt or if certain information seems vague, such as the equipment symptoms and initial safety considerations, they should be confirmed with the requester at the onset to prevent duplicate work.

Consider the resources needed

Upon having a clear grasp of the work requested, think about the elements needed to do it. Anticipating which tools to use, stocks to check, and parts to buy can help avoid costly delays. Moreover, it is crucial to assess if the task can be performed alone, with another maintenance team member, or with colleagues from other departments like engineering and industrial design.

Be specific yet succinct

The key to writing WOs efficiently is presenting all the necessary information in an uncomplicated manner. Reaching the balance between brevity and comprehensiveness can help minimize the risk of discrepancies during work order implementation.

Using a checklist can help summarize information into one document for easy reference and information sharing.

Set realistic estimates and timeframes

When breaking down the cost of labor, materials, and equipment for any job, specify reasonable amounts. Asking for too little or too much might eventually hold back the processing of work orders.

Apart from budget allotment, one of the biggest challenges in work order management is scheduling. Priority levels and due dates should be made in relation to technician availability, maintenance schedule, and other ongoing tasks.