[Sticky] Work Orders Lifecycle (In General)
Work Orders are a key element in any company's efforts towards organized labor, operations control, and good service levels for its clients. From its creation to its closure or archiving, every Work Order follows a predefined cycle where specific events take place and important information is added and updated.
Though we know that every company has their own workflow (more or less complex), we want to go over the very basic steps any Work Order would go through in most businesses.
The basic workflow we'll go over in this article consists of 5 stages:
- WO Creation
- Preparation and Dispatch
- Execution of the task(s)
- Invoicing and Billing
- Closure / Archive
Work Order Creation
Work Orders may be created in three different places in Sweven. A company user can create a WO by clicking on the Create Work Order button on the top of the screen, or may use Quick Create WO located in the list of pages located to the left of the screen. Also, client users can create a Work Order through the New WO option located at the top of their screen.
When creating a Work Order, mandatory fields (which are marked with an astherisk *) are: Project, Sub Project, Trade Category, Program Category, Client, and PO. Other important fields for a WO to be complete are the Site where the job will take place, and the Job Description stating the work to be performed.
Client users you have set up may also create a WO from their session with the New WO menu. They'll be able to set the Project, Sub Project, Priority, Trade Category, Site, and a description of the problem; all this information will be saved in a new WO that will be listed in your Pipeline as soon as created. WOs created by Client users will be labeled accordingly in the Pipeline.
Preparation and Dispatch
Recently created Work Orders usually require additional specifics and/or documentation before being serviced. During this stage, you'll be able to edit and expand on the WO Job Details, add notes with comments and pictures to the WO Notes, attach documentation (also in the Notes section), and specify the job Deadline, ETA, and contractor to service it.
In order to set a vendor for the Work Order, you can use the Find Vendor feature, which will list available contractors based on the WO Problem Category and proximity to the Site to be serviced. Assign Vendor Self will automatically set your company as the responsible for the WO job.
Once assigned, you'll need to coordinate the Vendor ETA date with the contractor or the technician assigned. To do that, your WO Deadline and Vendor Deadline dates should serve as a reference to find the best ETA to perform the service. You can either set the Vendor ETA manually (by picking a date and saving the Work Order) or dispatch the WO to the Vendor, which will notify them via email and prompt them to set an ETA.
To Dispatch the WO, you need to have a Vendor assigned and click the Dispatch WO button to save and send. Once dispatched, the WO is ready and scheduled for servicing when the ETA date comes.
Execution of the task(s)
Work ETA arrives and the technician (an employee or a 3rd party contractor) drives to the site to service your client. All the necessary information is compiled in the Work Order, which technicians can easily access through Sweven Mobile App.
By logging in to the Mobile App, the technician user will see a list of all WOs assigned to him and will visualize specific WO information, Site details, the Job Description, and any notes you've marked as "Show this note to Tech".
With all this information available, the technician will also be able to add new notes with pictures or videos to detail and expand on the work performed. The technician is also able to change the WO status to reflect pauses and lunch breaks, and to move the WO forward in the workflow when the job is complete (these actions are editable in the Owner Settings - Forms Administration - Sub Status menu).
When the WO is completed, the technician will be prompted to add a signature and a brief reference to any materials and extras incurred, information that will be automatically saved as a note in the WO. The WO is then officially complete and ready for the Billing and Invoicing stage.
Invoicing and Billing
Closure / Archive