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Building Operations / On Demand Work

On Demand Work: Application Overview

The On Demand Work application is a Web-based, CMM application that automates on demand maintenance applications and processes for an organization. It manages maintenance work requests, approvals and dispatching, estimating and scheduling work, creating and issuing work orders, and closing work orders.

Since much work is performed in the field, away from desktop stations, ARCHIBUS offers the Maintenance mobile app so that craftspersons and supervisors can update work and process work through the system directly from their mobile devices. The Maintenance mobile app works in conjunction with the On Demand Work application. For information, see Maintenance Mobile App.

Note: Web Central's On Demand and Preventive Maintenance applications both use work requests and work orders as the tool to address a facility's maintenance issues. These applications differ in how users originate work requests and work orders; however, once work orders are generated, these applications share many of the same tasks for managing work orders, and share the same set of help topics. You can manage both PM and On Demand work orders from the On Demand Work application.

This topic has the following sections:

Opting in to using the SLA and Building Operations Consoles
Typical Workflow for Managing On Demand Work
Role-Based Overview of On Demand Work

Opting in to using the SLA and Building Operations Consoles

You have the choice of managing your On Demand and Preventive Maintenance work using the screens accessed from the Process Navigator, or using the SLA and Building Operations consoles. These consoles provide a graphical interface that simplifies selections. Working from the SLA Console, you can use a wizard to create SLAs, or use a quick action form that creates an SLA based on SLAs you have previously created. Working from the Building Operations Console, you can create work requests and manage them from one location.

For existing customers, you can continue using the Process Navigator-based screens for defining SLAs and managing work requests, or you can opt in to using the new consoles. New deployments have the same choice to use either the Process Navigator-based screens, or the consoles. A significant difference between the two ways of working is that the Building Operations Console SLA workflow focuses exclusively on the work request, and not at all on the service request. Because these two methods handle data differently, you must use one method or the other.

For information to help you make this decision, see:

Comparison of the Process Navigator and the Building Operations Console Interfaces for Managing Work and Creating SLAs

For information on how to opt in, see:

Opting in to using the Building Operations Console

For information on working with the new interfaces:

The Maintenance Mobile App

Craftspersons and maintenance managers spend the majority of their time in the field at job sites yet still need to update ARCHIBUS maintenance system with the progress of work and route work through the ARCHIBUS system. While at job sites, supervisors and craftspersons will find it convenient to access and update the ARCHIBUS maintenance system directly from their smart phone or other mobile device using the ARCHIBUS Maintenance mobile app.

With the ARCHIBUS Maintenance Mobile App, supervisors in the field can use a smart phone or other mobile device to perform the everyday tasks required to process work from request to close out. The Supervisor features of the Maintenance app follow all of the same business processes and logic as the Building Operations Console of Web Central's On Demand Work process. Using the ARCHIBUS Maintenance Mobile App, craftspersons in the field can use a smart phone or other mobile device to perform everyday tasks that they encounter on the job. Besides supporting the basic workflow, the mobile app also includes features for capturing photos, redlining photos and floor plans, and using bar code scanning,

ARCHIBUS mobile apps provide features in which the user sends data back to the server residing on the network. This is known as syncing. Syncing updates the mobile device with the latest data from the server, and updates the server with the latest data from the mobile device.

See Maintenance Mobile App: Supervisor and Maintenance Mobile App: Craftsperson.

Typical Workflow for Managing On Demand Work

The following is the typical workflow for establishing on demand work procedures and executing on demand tasks as they arise.

Note: The SLA governing a request for maintenance work will define the exact path that a request travels. Service requests and work requests can be automatically approved, estimation may not be required, work requests can be automatically assigned to work orders, and so on. Moreover, you may decide not to manage the parts and tools inventory. The below procedures is a general outlined, but it is likely that a particular request for work will skip some of these steps.

Step 1: A business process owner establishes validating data.

A business process owner sets up the validating (background) data and maintenance-specific background data from which users will choose values when working with the application.

Step 2: An inventory manager establishes an inventory of equipment, tools, and parts.

Develop a tools inventory.
Develop an equipment inventory.
Develop an equipment parts inventory. (if not using the Building Operations Console.) If you are using the Building Operations Console, you develop a parts inventory that includes the locations where parts are stored. See Develop Parts.
Develop storage locations if you are using the Building Operations Console.

Step 3: A service desk manager defines Service Level Agreements (SLAs) to handle on demand maintenance issues.

To ensure that the work requests are handled in the appropriate manner, a service desk manager defines service level agreements (SLAs) that will be matched to work requests. This allows the system to automatically route the work to proper craftspersons, enforce service window rules when forecasting, and automatically issue work orders. For information, see Understanding SLAs.

Define SLAs for on demand maintenance.using the Process Navigator-based screens, or Creating Service Level Agreements Using the SLA Console.
Determine the ordering sequence of SLAs.(using the Process Navigator-based screens), or Determining the Ordering Sequence of SLAs (using the SLA Console.)
Schedule substitutes.
Ongoing: Manage SLAs with the Search & Manage task.(this task is not used when managing SLAs using the SLA Console.)

Step 4: A maintenance issue occurs and a staff member (client) reports it.

This can be done using the Building Operations Console, or the Process Navigator-based screens for submitting requests.

Enter a request (from the Process Navigator-based screens)
How to Create Work Requests (From the Building Operations Console)

Step 5: The SLA system routes the work request to the appropriate party for the next step:

Depending on the SLA that governs this request, the system will route the request for review, approval, automatic assignment, and so on. Options are:

route it to a dispatcher, who will reject the request or route it to a work team or supervisor for approval
route it to a business manager for approval.
route it to a supervisor for approval.
automatically approve it and assign it to a work order

Step 6: The supervisor approves work requests and assigns them to work orders.

If the SLA does not call for automatic approval or assignment, the supervisor reviews work requests and assigns them to work orders. See Assigning Work Requests to Work Orders

When working from the Building Operations Console, see Assigning Work Requests to Work Orders (from the Building Operations Console).

Step 7: The supervisor manages the work request.

Once the supervisor approves the work requests and assigns them to work orders, the supervisor has a few steps to perform:

Optional: estimate labor, parts and tool requirements (working from the Process Navigator-based screens) or Estimating Trades and Parts (when working from the Building Operations Console.
Schedule craftsperson and tools to execute the work. There are two methods:
- Estimate and Schedule Work Task (from the Process Navigator-based screens), or Add and Schedule Craftspersons (from the console)
- Planning Board (this task is available when using the Process Navigator-based screens or when using the Building Operations Console.)
Approve the work request.(working from the Process Navigator-based screens), or Approving Work Requests (from the console)
Assign one or more approved work requests to a work order (working from the Process Navigator-based screens), or Assigning Work Requests to Work Orders (from the console)
Issue the work order for execution (working from the Process Navigator-based screens), or Issue Work Requests (from the console)

Step 8: Craftspersons execute the work.

Craftspersons receive a list of their assigned work and go to the field to perform the task. As they complete the work on site, they update the system about the work they completed.

Update hours worked on the job (working from the Process Navigator-based screens), or How to Update Work Requests (from the console).
Update the system with other details about the job (working from the Process Navigator-based screens), or Update additional Information (from the console)

Note: Craftspersons in the field may find it convenient to perform these tasks from their smart phone or mobile device, rather than by using a laptop connected to the network. Sites wishing to provide craftspersons with this ability must implement the ARCHIBUS Maintenance mobile app.

Ongoing (Optional): Staff member (client) checks on the status of their request.

At any time while the work is being processed, the client may wish to check on its status.

Check on a request (using the Process Navigator-based screens), or Review Your Work (using the Building Operations Console.)
Manage unsubmitted service requests (This topic applies only when using the Process Navigator-based screens, not when using the console).

Step 9: The supervisor closes out the work order.

When craftspersons complete their work, the system routes it back to the supervisor for review and close-out.

The supervisor reviews the details entered by the craftsperson and adjusts work order details as necessary (working from the Process Navigator-based screens), or see How to Update Work Requests when working from the console.
When satisfied with the data, the supervisor closes out (archives) the work order when working from the Process Navigator-based screens. When working from the console, see Close Work Requests.

Step 10 (Optional): Staff member follows up on the initial request.

Once the work order is closed, the SLA may specify that the original requestor can follow up on their request:

Verify that a request was completed (from the Process Navigator-based screens). Or Verifying Completed Work Requests (from the console).
Record satisfaction with a completion of a request

Step 11: Maintenance manager reviews maintenance analysis reports.

To analyze efficiency and cost, the maintenance manager will want to periodically generate reports on the on demand work at their site, analyze the results, spot trends, and look for ways to improve operations.

View all work requests from the Search & Manage task

If you are assigned to the security group VIEW-ALL-WORK-REQUESTS, you can see all work requests from the Search & Manage task. When you are assigned to this security group, the Search & Manage search form displays the “Service Desk Manager” field, which is blank by default. To view all work requests, leave this field blank.

Note: The VIEW-ALL-WORK-REQUESTS role applies only to the Search & Manage view, not to the Building Operations Console.

Role-Based Overview of On Demand Work

The above procedure outlines using the various roles to manage on demand work start-to-finish using either the Process Navigator-based screens or the Building Operations Console. Typically, these tasks will be performed by several different types of users and these users will sign into Web Central to access just the tasks appropriate to their role. As an alternative application overview, the below sections lists the roles and their major tasks, as outlined on the Process Navigator.

Note: Unlike ARCHIBUS Service Desk, the ARCHIBUS On Demand Work application does not have a Vendor role. It does not manage vendors – only work teams and craftspersons.

Note: Depending on the type of service request, the resulting work request will be automatically or manually assigned to a work order. Some sites prefer to directly access work requests without first viewing the parent work order. This makes it easier to issue, complete, and close a set of work requests at one time.

To accommodate sites that do not wish to reference work orders, the Craftsperson and Supervisor roles have corresponding roles -- "Supervisor (Work Requests)" and "Craftsperson (Work Requests)" -- whose tasks hide the Work Order information so that users can directly access work requests. If your site prefers to directly access work requests, your Business Process Owner can activate the "Supervisor (Work Requests)" role and "Craftsperson (Work Requests)" role, instead of the corresponding Supervisor role and Craftsperson role.

The roles and tasks for On Demand Work are:

Business Process Owner

Managing Background Data

Managing Building Operations-Specific Background Data

Client (Requestor)

Entering a Request

Checking on a Request

Managing Unsubmitted Service Requests

Verifying that a Request was Completed

Recording your Satisfaction with a Request

Note: Entering a request for On Demand Work can be done from the On Demand Work application or from the Service Desk application, in which case you choose a request type that is a maintenance type.