New Work Order System: Simple and Efficient

Student Centers has just released new work order procedures for maintenance/repair of its facilities. This includes basic building reparations, such as drywall repairs, minor plumbing issues, lighting maintenance, painting and other general building maintenance.

Our tenants have been requesting a simpler work order system and more structure in generating and clearing work orders. In the process of evaluation, we’ve developed a more efficient system for everyone.

The new work order procedure is in response to evolving requirements that both simplify the system and increase the efficiency of getting the work processed.

Why has the system changed?

When we evaluated the work order system, we

work_order_diagramfound that, due to some of the inefficient processes, the system was getting bogged down by multiple sources of generation, and a lack of work order tracking after they were generated. It had been in place for many years without being overhauled to reflect our growth. It wasn’t transparent to those who needed to manage job status. Unnecessary steps sometimes resulted in confusion. We discovered that all of this was adding costs and increasing the time it took to get the work done.

What is the biggest change that we will see?

The new system is streamlined and builds more control and transparency into the process.

It will enable us to take on more jobs for ourselves. Instead of jobs going directly to Facilities, we will handle the jobs that are clearly in our wheelhouse. This should enable us to complete work in a more timely manner. Best of all, the tenant will be able to follow the status of the work order until completed.

The other place we have tightened up is with the input process. All needed information is now gathered up front so a full estimation of the job can be made from the start. This will enable us to more accurately estimate completion time for our tenants.

How will users interact with the new system?

Mostly, we want you to use the convenient web form located here (http://studentcenters.gmu.edu/building/work-orders). This form prompts the user for all necessary information to get the work order input correctly.

An example question might be, “Do we need to shut off power to repair?” It is extremely helpful to know this kind of thing from the start so that we can plan for a scheduled outage.

What if I don’t have access to the web form or need to phone it in?

Then, call the Student Centers main number at 703-993-2921. An office assistant will take your information and walk you through a series of quick questions that will aid our process.

Will this be more complicated than the old system?

No.  We expect that this process will actually be much simpler for our tenants and more effective for Student Centers as we are able to get more detailed information initially, which we expect to translate into quicker turnaround time.  Most importantly, this change will enable Student Centers to take a more hands-on approach, save the university money, and improve the tenants visibility of where their request is in the process.

What about emergencies?

If there is an emergency during business hours, call Keith Epps, the Facilities Manager for Student Centers. His office phone is 3-2857 and his mobile phone is 571-533-6704. Normal hours for the facilities manager are 6 a.m. to 2:30 p.m. If you cannot reach Keith at either number, then call the Student Centers main office at 703-993-2921.

What about events outside of normal business hours and on weekends?

If the incident is NOT an emergency but you want to get it into the system, just use the web form. A work order will generated the next business day and assigned.

If the incident IS TRULY an emergency, such as a burst pipe, electrical hazard, or power loss, happening outside of business hours or on a weekend, call Facilities at 703-993-2525 to report this. Facilities will handle the emergency and communicate back to us.

 

We are always looking for feedback about your Student Centers experience.  If you have comments or suggestions about our new work order system or any aspect of our Student Centers services, please complete the Student Centers feedback form.

 

Student Centers New Work Order Routing Process

To all Student Centers Department Managers, Sodexo Managers and Supervisors, Facilities:

Effective December 1, 2014, Student Centers will be making alterations to our current work order process. The intent of the changes is to streamline the process of performing work order repairs in order to better serve our tenants.

If Student Centers tenants have a facilities concern, please complete the Student Centers Work Order Request Form to have it addressed. Going forward, we ask that Student Centers tenant representatives no longer send requests or make phone calls directly to Facilities unless they are true emergencies (which are covered below). This will enable our department to become more efficient in serving your needs through the development of a Routine versus Emergency work order routing system.

For routine general maintenance needs, Student Centers tenants will have direct connection via the Student Centers Work Order Request Form.  Once this form is submitted, it will go directly to your Student Centers Facilities Manager.  The Facilities Manager will then generate and route all work order requests.  The following explains the process in detail:

General Maintenance Requests

  1. All emergency designated work order issues (plumbing leaks, backed up drains, electric power loss, etc.) will be sent directly through Facilities Customer Service by our Student Centers Facilities Manager, after receiving the call or completed request form from your departments.  After hours and weekend issues will still be routed through the facilities after hours on call staff.
  2. Any non-emergency issues should be addressed through the Student Centers Request form or by calling Facilities Manager Keith Epps, for the Johnson Center, Sub I, and The Hub. Keith can be reached at kepps@gmu.edu, cell phone is 571-533-6704, office 703-993-2857.
  3. Following contact from you, the building managers will generate a work order and it will be assigned to the appropriate maintenance department right away. The requester of repairs (you) will be entered as the contact person on the work order, and an email notification will automatically be sent to them, for tracking purposes.
  4. If parts or materials are needed, this will be noted on the work order, so that progress can be tracked by the tenant, once they are provided a work order number.
  5. The Student Centers Facilities Manager will determine what items are to be handled by Student Centers staff and what items will be forwarded to Facilities for repair.

Primary work hours for the building managers are from 6:00am-2:30pm M-F, and they are available to receive calls as soon as 6:00 am.  If for some reason you can’t contact them, call Student Centers main office line at 703-993-2921 and report your concern to the office staff.  If a need arises after 3:00PM, and is not an emergency, then communicate the issue via the Student Centers Online request Form and the next day it will be generated into a work order and assigned.  Please include all information necessary to complete the work order.

I have also developed a basic work order script for the Department representatives and our office support staff to follow, if tenants directly call the Student Centers office so that critical details can be noted.

I am asking for your assistance with this to better ensure a smooth transition to the new process.  Please contact me at your earliest convenience with any concerns or questions.

Thank you for your assistance with this new process.
Student Centers Front Desk 703-993-2921