Last Updated: September 27, 2021

Facilities Management: Service Booking and Work Order Processing User Guide

This user guide is for Steer's internal users to learn how the Facilities Management solution work in practice. This user guide will cover the step-by-step process of booking a service and processing the work order using two Facilities Management solution templates on Steer. You may also check the installation process of these solution templates here.


I. Overview
Steer's Facilities Management solution templates are designed to engage in different sections of the entire business process from Service Booking and Inventory, to Work Order Processing. These processes are published separately on Steer, but they can be used alongside each other to unify the workflows depending on the steps involved in a particular business process.


II. Solution Descriptions
This process involves two solution templates on Steer: FM Service Booking and Work Order Processing. These templates come with their own Workflow Apps and Record Apps. These Workflow Apps can be further tweaked depending on your organizations process. Similarly, you may edit the predefined Records to better suit your organization's database.

In this guide, the process involves 2 solution templates of Facilities Management available on Steer:

FM Service Booking
This Solution contains 8 predefined Record Apps
i. Assets - Contains different assets or items and their individual information for Facility Management
ii. Asset Category - Sorts the assets into categories and is linked to the Asset information
iii. Asset Type - Sorts the assets into types, such as Facilities, Information & Technology, and Employee Equipment to determine the designation of each asset.
iv. FM WO Category - Sorts the Work Order tasks into different category if it falls under HVAC, Plumbing, Electrical, Lighting, or Pest Control.
v. FM Project - A master list of all FM projects, including the name of the project connected to a work order, the description of the project, the client's name, and the status of the project.
vi. FM Service Type - Lists down all available service types for each work order, such as Installation, Maintenance, and Repair.
vii. Site - Contains all addresses available for servicing.
viii. Work Order - Contains all work order record information from a client that will be sent to the Service Manager for processing.

FM Work Order Processing
This Solution contains 13 predefined Record Apps

i. FM Department - Can be used to record and sort data from different departments in your organization
ii. FM WO Sub Category - Allows the option to add or assign different subcategories for your Work Order records.
iii. Item - Can be used to add record details of inventory items, such as Locations, List Price, accompanying images, etc. This record app serves as the midpoint of other record apps present in this Solution, such as Location, Item Category, and Vendor. The Item record app gathers information from the previously mentioned record apps to list down every item in an organization's item inventory.
iv. Item Category - Allows the option to sort the inventory items into specific categories for organizations that require a more advanced sorting system.
v. Location - Can be used to extract location information of items in the inventory.
vi. Supply Type - Can be used to provide additional classification of inventory supplies that may be provided by company vendors for inventory maintenance and replenishment.
vii. UOM - Stands for "Unit of Measurement," which can be applied to determine the units of each item in the Item record app.
viii. Work Order - Stores all work order records created by the Customer or Customer Service Representative. These work order records are used to be processed into the FM Work Order Processing workflow.
ix. Work Order Labor - Contains all information regarding work order service tasks, such as the actual servicing duration and work status based on the corresponding work order number.
x. Work Order Material - Contains all materials required to accomplish a work order. These records are often logged by the Inspector or Technician upon inspection and/or Servicing.
xi. Vendor - Lists all information regarding Vendor profiles that the organization is connected with.
xii. Vendor Addresses - Supporting record app that contains the addresses of each vendor.
xiii. Vendor Class - Allows the option to sort the list of vendors based on specific classifications.


III. Process Description



The overall process is divided into 2 parts:
Part 1: The Customer Service Representative submits receives requests from a client and creates a work order record prior to work order processing via the FM Service Booking template. This process usually involves just the client and the service company's customer service representative.

Part 2: The Customer Support Representative files the customer's service request to the Service Manager for work order creation on Steer via the FM Work Order Processing template. Then, the Service Manager schedules the work order and assign it to a Technician to perform the task. Once the work order has been conducted, the QA personnel attends to checking the Technician's report.


IV. The Step-by-Step Process on Steer
This is how the solution templates will work for Actors involved in the process collectively works on the Steer platform:

1. Customer Service Representative - Service Request Submission
On Steer, all processes start with submitting a case request. In this case, the Customer Service Representative submits the case on Steer once they have acquired all required information for the service request from the customer.

Step 1: On the Steer dashboard, log in as an Internal User and file a case by clicking the Request button at the top of the dashboard page.
Step 2: Select the FM Service Booking workflow to access the form's Create Ticket page.

Note: The name of the request forms corresponds to the name of the workflow attached to it. Contact your organization's Steer Builder to check if the FM Service Booking template has been renamed or if the template has not yet been installed. You may also learn more about the FM Service Booking and Work Order Processing solution templates by clicking this link.
Step 3: Once the CSR has accessed the FM Service Booking request form, fill out all required fields from the Requestor Details to the Service Request details to file the service request.
Step 4: After filling out the form, submit the case for processing by clicking on Submit Ticket.

Step 5: Then, review the case on the Workboard and fill out the Work Order form section of the case to write additional details for the Service Manager regarding the service request. Submitting the case allows the CSR to file the request for any further verification required in the process.

CSR Step 5: Create the Work Order Record

Step 6: Once the Work Order form section has been filled out, approve the case in the Workboard to trigger the Work Order automation process. Then, log the service request details into the Work Order Record app.

Step 6: Go to the FM Service Booking solution's Work Order record app

Take note that the Service Booking solution ends at this stage of the process. From this point, the CSR switches to a different solution template to send the work order details to the Service Manager, which advances the work order submission process.

Step 7: Create another case request for the Work Order creation on Steer by logging in as an Internal User.
Step 8: Select the FM Work Order Processing form, or the appropriate name of the workflow that corresponds to Work Order Processing on the Steer instance.
Step 9: Then, fill out the form by selecting the Work Order Number from the Record app where the Work Order was logged. By default, it can be found on the FM Work Order Processing solution and under the "Work Order" Record.

Step 9: Select the Work Order Number to start processing the item
Step 9: After filling out the form, click on Submit Ticket to send the case to the Service Manager and start the work order creation process.


2. Service Manager - Work Order Scheduling
The Service Manager selects the work order created by the CSR and processes it by scheduling the service and assigning the work order to a Technician who will perform the necessary service tasks.

Step 1: Once the CSR has submitted the work order case on Steer, the Service Manager receives the case and proceeds to review it on the workflow's Workboard.
Step 2: Under Task Lists, select Inspection Scheduling to go to the step where the Service Manager is assigned and click on Scheduler. The Work Scheduler should now appear.

Service Manager Step 2-1: Under "Sort by," select Inspection Scheduling

Service Manager Step 2-2: Then select Scheduler
Step 3: Drag and drop the case to an Inspector or Technician you want to assign the task and define the duration of the task. You can change the the displayed date on the scheduler by clicking Go to at or change the to Daily or Weekly.

Service Manager Step 3-1: Drag and drop the case from the Task List to the starting hour of the task

Service Manager Step 3-2: Define the duration in hours and click Submit
Step 4: Once the work order scheduling is finished, click on Commit Schedule to finalize the assignment schedule.


3. Inspector - Work Order Inspection and Logging of Materials
The Work Order is assigned to an Inspector to check the maintenance or repair task/s on the site as described in the work order. The Inspector logs all materials and actions needed to accomplish the task/s required for the work order.

Step 1: Once logged in to Steer, go to the FM Work Order Processing Workboard.
Step 2: Under Task Lists, select WO Inspection workboard to go to the step where the Inspector is assigned to log all materials needed for the work order.

Inspector Step 3-2: Under "Sort By," select WO Inspection
Step 3: After listing all necessary materials, list all actions or tasks that need to be accomplished for the work order.



Inspector Step 3: Fill out the form sections
Step 4: Approve the case to move it to the Technician for servicing.


4. Laborer/Technician - Site Visit and Work Order Servicing
Once all details are finalized, the Laborer or Technician goes to the site on the scheduled date to perform the tasks in the work order. After the tasks are accomplished, they log on to Steer to list any additional materials used and hours incurred during the work order execution.

Step 1: Once logged in to Steer, go to the FM Work Order Processing Workboard.
Step 2: Under Task Lists, select WO Servicing, to go to the step where the Laborer/Technician is assigned to log any additional materials and the service tasks done.

Technician Step 2-1: Select the WO Servicing workboard



Technician Step 2-2: Log all materials and Service Tasks
Step 3: Approve the case to move it to the QC for verification.


5. Quality Control - Job Verification
The Quality Control reviews all information logged by the Inspector and Laborer, such as the materials used, duration of the task/s, and servicing report.

Step 1: Once logged in to Steer, go to the FM Work Order Processing Workboard.
Step 2: Under Task Lists, select Job Verification to go to the step where the QA is assigned to review the case. If the Inspector or Laborer missed any additional tasks or materials, the QA could add them in the form.

Quality Assurance Step 2-1: Select the Job Verification workboard

Quality Assurance Step 2-2: Review the case logs
Step 3: After reviewing the case, click on Approve to update the Labor and Materials record app for billing purposes.


RELATED ARTICLE(S):
Facilities Management: Service Booking
Facilities Management: Work Order Processing


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