What is A Work Request?

A work request is a formal document or digital entry used to notify a maintenance team of a problem or need for service within an organization. It serves as the first step in the maintenance workflow, ensuring that issues are recorded, tracked, and addressed systematically.

Work requests are used in many industries, including manufacturing, facilities management, and utilities. They help streamline communication between different departments and the maintenance team, ensuring that maintenance tasks are identified and prioritized effectively.

The key features of a work request include:

  • A detailed description that clearly describes the issue or service needed, including specific symptoms or observations.
  • Requester information, such as the name and contact information of the person submitting the request.
  • Location, so that the maintenance team knows where to go to in the facility to address the problem.
  • Priority level, to indicate the urgency of the request. This helps maintenance teams prioritize their workload.
  • Attachments, which may include photos or documents that provide additional context or information about the problem.

Types of Work Requests

Work requests can vary widely depending on the nature of the issue and the industry. Here are five common types of work requests:

1. Corrective Maintenance Requests

Corrective maintenance requests are submitted when equipment or systems fail or malfunction and require immediate attention. One example would be a request to fix a broken conveyor belt in a manufacturing plant.

2. Preventive Maintenance Requests

These are scheduled requests for routine maintenance tasks aimed at preventing equipment failures. A request for a monthly inspection and lubrication of machinery would be a preventive maintenance request.

3. Predictive Maintenance Requests

Based on sensor data that predicts potential failures, these requests alert maintenance teams to address issues before failures occur. For example, a sensor could detect that a component in a machine is not operating normally, indicating signs of wear. A predictive maintenance request would be generated for a technician to repair or replace the component while it still functions.

4. Facility Maintenance Requests

These requests pertain to the maintenance of the building or facility infrastructure. One example would be a request to repair a leaking roof or fix broken lighting.

5. Safety and Compliance Requests

Safety and compliance work orders are related to any issues regarding safety and regulatory compliance in a facility. This could be a request to replace worn-out safety signage or repair a safety barrier, for example.

Understanding the types of work requests helps in categorizing and prioritizing maintenance activities, ensuring that all aspects of an organization’s operations are adequately supported.

How to Fill Out a Work Request: Example

Filling out a work request accurately ensures that maintenance teams can find and fix problems efficiently. Every organization will have slightly different work request forms tailored to industry-specific needs and policies. But generally, a completed form will look like this:

  • Date and time of request: March 10, 2024, 2:00 PM
  • Location: Production Floor, Machine A-23
  • Description of issue: The conveyor belt on Machine A-23 has stopped moving and is emitting a grinding noise. There is also visible wear on the belt.
  • Priority level: High (Production Halted)
  • Attachments: [Attached photo]

Why Work Requests Are Essential to MRO Teams

Maintenance, repair, and operations (MRO) teams rely heavily on work requests to manage and prioritize their workload. Here’s why work requests are essential:

  1. Structured workflow: Work requests provide a structured way to capture and manage maintenance needs, ensuring nothing is overlooked.
  2. Prioritization: They help prioritize tasks based on urgency and impact, allowing MRO teams to focus on the most critical issues first.
  3. Accountability: Work requests create a record of reported issues and completed work, ensuring accountability and traceability.
  4. Resource management: They aid in planning and allocating resources, such as personnel, tools, and materials, efficiently.
  5. Improved communication: Work requests facilitate clear communication between different departments and the maintenance team, reducing misunderstandings and delays.
  6. Data collection: They provide valuable data for analyzing maintenance trends, identifying recurring issues, and improving preventive maintenance programs.
  7. Compliance and reporting: Maintaining a record of work requests helps ensure compliance with regulatory requirements and supports reporting needs.

Overall, work requests are a fundamental tool for MRO teams, helping them manage maintenance activities effectively, reduce downtime, and ensure the smooth operation of facilities and equipment.

How a CMMS Can Streamline Work Requests and Maintenance

A computerized maintenance management system (CMMS) is a software solution that significantly enhances the management of work requests by connecting and simplifying the entire process. Here are several key features that make a CMMS ideal for work request handling:

  • Centralized system: A CMMS centralizes all work requests, making it easy to track and manage them from a single platform. This capability ensures that no request is overlooked and all tasks are monitored efficiently.
  • Automated workflows: The software automatically routes work requests to the appropriate personnel based on predefined rules. This speeds up response times and ensures that issues are addressed by the right experts.
  • Real-time updates: A CMMS provides real-time updates on the status of work requests, including completion and any issues encountered. All stakeholders can be informed throughout the process, which enhances transparency.
  • Mobile access: Most CMMS systems come with a mobile app, which allows maintenance personnel to submit and update work requests via mobile devices. The result is increased flexibility and responsiveness, enabling quicker resolution of issues.
  • Integration with maintenance schedules: A CMMS integrates work requests with preventive and predictive maintenance schedules. This ensures that all maintenance activities are coordinated, reducing downtime and improving efficiency.
  • Reporting and analytics: With a CMMS, teams can generate detailed reports and analytics on work requests, including response times, completion rates, and common issues. These insights inform continuous improvement in the maintenance process and help leaders make data-driven decisions.
  • Inventory management: The system tracks inventory levels and links work requests to necessary parts and materials. This ensures that required parts are available for maintenance tasks, reducing delays.

By using a CMMS, organizations can streamline the work request process, enhance communication, and improve overall maintenance efficiency. This connected and simplified approach helps MRO teams respond to issues promptly, maintain high operational standards, and support the organization’s goals.

To learn more about what a CMMS can do for your team, speak to an eMaint CMMS specialist today.