Work order management matters

In any enterprise, the workflow process from the point of job instigation right through to payment must be as efficient as possible. Workflow problems are common to all businesses, but it is even more critical when operating field staff. A smart system reflects the way you want to run your business, rather than dictating changes in processes to meet its parameters.

Dispatching work orders electronically to field technicians and then monitoring progress from the office using a smart device will improve workflow and efficiency, while minimising administration costs and increasing profits. Additionally, field teams need easy access to essential real-time job information while out on the road.

There are very few service-oriented businesses that would disagree with these two statements. Particularly when you consider the number of touch-points both inside and out of the business, the functions they perform and the responsibilities they carry:

• Clients and customers who may require regular work request status updates.
• Admin staff who enter work order requests and track missing paperwork.
• Schedulers and dispatchers assigning work orders to field technicians for a particular date and time.
• Field technicians who provide quotes, reports and carry out the required work.
• Field staff supervisors who are ultimately responsible for ensuring work orders are actioned and meet KPIs.
• Accounts staff who generate invoices based on completed work orders and process payments for staff and subcontractors.
• Management who require access to accurate information to provide a clear understanding of the current situation and enable better business decisions.
• External authorities that set out expectations and may audit the business’s procedures and processes.
• Safety officers who ensure risk assessments are carried out and WHS policies adhered to.
• Workshop and stores personnel who are responsible for stock control and inventory tracking.
• Maintenance staff responsible for maintaining valuable assets and keeping records.

With so many links in the chain, there is an enormous administrative burden on a business when carrying out day-to-day activities. In many cases, organisational support grows to the point of being unmanageable, while other areas are pared back to cope with increased overheads. The simple solution is to increase overall efficiency through the introduction of a real-time work order system.

What it needs to do

Work order information needs to flow seamlessly and in real time. For businesses without a systemised workflow, the capture and management of data becomes increasingly difficult. Data should ideally be entered once and this should be at the point of initial contact. Once a client’s information is entered in the system, that information should stay on file and be augmented with any new work requests.

When a company is reliant on a paper-based system, or a series of non-integrated processes, there is a high margin for error. An incorrect entry at the initial point can cause headaches for everyone else down the line. An appropriately implemented work order management system that supports existing business processes makes everyone’s life easier.

So, how does a business know when its administration obligation has gone too far? Depending on the nature of the business, if five technicians to one admin staff member is the optimum, then a ratio of two or three to one shows there is definitely room for improvement.

Why businesses don’t just do it

There are many reasons why a business may opt not to implement workflow improvements:

• Software is a non-tangible asset and some managers just don’t see the value as they can’t relate to it. Using the calendar functionality of email programs for scheduling and off-the-shelf accounting packages for invoicing may seem like a suitable solution, but the paper-based nature still creates unnecessary administrative work.
• Not understanding that workflow issues exist. It’s not uncommon for company owners and managers to be focused on fighting fires and generating revenue, rather than identifying holes in business practices.
• Difficulty in choosing the right software package. This can be a daunting task, as those responsible for selecting a suitable solution may lack the necessary information or competency to do so. While reviewing the most popular systems is a good start, it doesn’t end there. Potential users need to understand the amount of input that will be required to get the system to function - too much and there is no benefit. Additional factors to consider are scalability - can it grow with the business? - and interoperability with other existing systems.
• Price is always a factor, often to the detriment of the purchaser. Too often companies choose the cheapest option, instead of understanding the ongoing savings presented by a solution that cuts out double-handling and allows for better use of technician time.

How to set the wheels in motion

The first step in finding a suitable solution for workflow improvement is to gain a thorough understanding of the existing system. Stakeholders that are reliant on any part of the workflow should be involved. A review of current processes will help identify policy and procedural gaps at the outset and will also provide a clear picture of any issues that hamper delivery of real-time, transparent information.

Once issues have been identified, goals can be set and a functionality ‘wish list’ drawn up based on those objectives. Suitable alternative packages can be identified as fit for review, contingent on the ability to meet those needs. Primary functional requirements are one thing, but the impact of improvement in this area on the overall workflow process is the key consideration. If a system provides faster invoicing capacity without accurate scheduling, the benefit of the efficiency gain is negligible. It’s important to keep the whole process in mind.

A good work order management software solution should provide a return on investment within 12 months. The system should become every staff member’s virtual assistant, reducing unnecessary burden on administration staff and field technicians. If the gain is as simple as one extra service job carried out by each technician every day, due to less paperwork, it won’t take long to realise the savings.

Picture the scenario: A customer requests a quote electronically and the job is automatically assigned to the appropriate field technician, based on skill set and geographic location. The technician goes to the site, provides a report and a quote based on the inspection and is given approval on the spot. The work is carried out, an invoice generated and automatically issued electronically to the client and is paid via EFT later that afternoon. At all times, the current status of the job is visible to all stakeholders but requires no direct intervention. If may sound like some perfect-world, unattainable sequence of events, but don’t be fooled. This is what a good work order management system can do for you ... today