A work order is the record of a single maintenance job: what is wrong, where, who is fixing it, what it cost and how it was resolved. Work order management is the process of moving every one of those jobs from request to completed invoice without losing track of any.
For a single building, a spreadsheet can work. For dozens or hundreds of locations, it cannot.
The Life of a Work Order
- Request. A site reports a problem with a description, photos and the priority.
- Triage. The request is checked: is it covered by warranty, is it a duplicate, how urgent is it?
- Assignment. The work order goes to a qualified provider for the trade in that market.
- Check-in. The provider arrives and records the visit.
- Diagnosis and approval. If the work fits within the approval limit, it proceeds. If not, a quote is submitted.
- Completion. The provider finishes the work and closes out with photos and notes.
- Verification. The site or the facility manager confirms the work is done.
- Invoice. The invoice is checked against the work order and paid.
What Every Work Order Should Record
- Location and the exact area or equipment
- Trade and priority
- Description and photos from the site
- Provider assigned and check-in and check-out times
- Approval limit and any approved quotes
- Photos and notes at completion
- Final cost and invoice reference
Where Work Order Management Breaks Down
- Requests by text or phone that never become a record
- No priorities, so every call is treated as an emergency or none are
- No proof of completion, so jobs are paid before they are finished
- Invoices that do not match the work order
- Repeat calls for the same problem that nobody notices
Metrics Worth Tracking
- Open work orders by location and age
- Repeat calls for the same equipment
- Share of work done within the approval limit
- Spend by trade and by location
- Preventive maintenance visits completed on schedule
How Facility First Manages Work Orders
Every request, from any location, comes in through one process. Facility First triages it, dispatches a vetted provider, tracks check-in and completion, requires photos at close-out and invoices every location in one format. The record for each site builds over time, so repeat problems and rising costs are easy to see.
Frequently Asked Questions
What Is the Difference Between a Service Request and a Work Order?
A service request is the report of a problem. A work order is the approved job created from it, with a provider, scope and limit attached.
Should Preventive Maintenance Have Work Orders Too?
Yes. Scheduled visits should be recorded the same way as repairs, so every site has a full history.