Getting Results with ARCHIBUS

On Demand Work

On demand work -- any one-time, emergency, breakdown, or corrective work, such as fixing a roof leak, installing new equipment, or painting a ceiling -- is an important part of day-to-day operations. Issues need to be resolved in an expedient and cost-efficient manner without impacting production, inconveniencing staff, or compromising safety. The On Demand Work application provides tools to automate all of an organization's on demand maintenance processes, from requesting maintenance, to approving, scheduling, issuing, and completing the work.

The On Demand Work application uses the same Service Level Agreement (SLA) features as the Service Desk application. SLAs define vendors, vendor obligations, service windows,routing, and workflow. Since workflows can be as simple or as complex as desired, the On Demand application can be used by organizations that require a simple approval process with minimal data entry, or a complex approval process that requires different steps for dispatching requests, estimating costs, scheduling work, and issuing work orders.

Many personnel and external service providers can be involved in the life-cycle of a maintenance issue from request to resolution. With its role-based organization and tabbed forms, the On Demand Work application enables its various users--from requestors to workflow definers -- to log into the system and complete the forms appropriate for their role.

For example, the system can be configured so that any employee in the company can report maintenance issues by logging into their corporate intranet and completing a tabbed form. The issues employees encounter can range from problems that affect their productivity, such as an overheated room or flickering lights, to problems with serious safety implications, such as a ceiling leak or a malfunctioning elevator. Craftspersons can log into the system to check their assigned maintenance work, and then update the system as they resolve problems. Workflow definers and system integrators can use the tabbed forms to define the workflow and configure the system.

Sites using both the Client/Server and Web environments for their maintenance work will find that Web Central includes work requests and work orders generated in the Client/Server environment in its lists of work to issue, update, complete, and close. The system automatically adjusts these work requests for the Web environment by assigning them a default SLA. The default SLA does not provide rules on service windows, service providers, or other information that would alter or restrict a work request entered in the Client/Server system.

On Demand Work
Location	Building Operations domain Tasks for managing on demand work, including screens for defining SLAs, are also available from the ARCHIBUS Quick-Start navigation page.
Business Result	Effective control of complex, high-volume, and heavily out-sourced operations and maintenance teams. Maintenance issues efficiently addressed to provide a safe and healthy working environment. Employee satisfaction with their working environment. Analysis of service provider performance. Improved productivity and more effective use of operations staff. Improved cost accounting and total cost of ownership accounting for facilities. Increase efficiency in supporting the line business. Faster turn-around of issues and clearer, centralized prioritization of requests. Better management and accountability for vendors. Lower administrative costs due to craftsperson self-service .
Used By	Internal staff Craftspersons Maintenance Manager/Supervisors Call Centers Business Process Owners Service Desk Managers Internal managers Internal and external service providers Business managers
Reasons for Automating	To manage day-to-day reactive maintenance workload. To provide a centralized interface for requesting maintenance and managing maintenance requests for an organization. To standardize procedures for handling requests by defining workflows for different request types. To automatically generate on demand work order instructions for craftspersons and contractors. To schedule jobs according to the availability of tools, thereby avoiding situations in which two craftspersons need the same tool at the same time. To prevent out-of-stock parts and potential downtime.
Prerequisite Applications	None
Reports	Current Equipment, Equipment Parts, Equipment Warranties and Service Contracts Equipment Schedules Equipment Failure Analysis Equipment Replacement Analysis Equipment Maintenance History Current Tools Tool Status and Usage History reports Current, Reserved, and Understocked Parts reports Parts Usage History Trades Workload, Availability, and Performance reports Craftsperson Workload, Availability, and Performance reports Work Team Performance Craftsperson Time Usage by Work Type Craftsperson Time Usage by Date and Time Labor Analysis Locations of Work Requests Work Requests for Same Equipment or Location Open Work Requests Overdue Work Requests Open Work Requests by Problem and by Type Work Request Budgets and Costs Work Request Schedules and Costs Costs of Completed Work Requests Building Costs by Area and Occupancy Completed Work Request Budgets and Costs Costs of Completed Work Requests Archived Work Requests Archived Work Requests and Resources Work Request Aging Labor Analysis Dashboard Cost Analysis Dashboard Budget Analysis Dashboard
Applications Using the Results of this Application	Preventive Maintenance Maintenance mobile app Workplace Services Portal mobile app

The following are typical users:

User	Tasks
General Staff (Client)	Request maintenance services that they require for their workplace environment. If they have the Workplace Services Portal mobile app, they can report problems they encounter directly from their mobile device or smart phone.
Business Manager	Approve and reject service requests routed to them.
Dispatcher	Review incoming requests and reject them, or assign a work team or supervisor to handle a request.
Supervisor	Examine service requests, approve or reject, and assign to work requests. Estimate labor, tools, parts and their costs needed to resolve a work request. Schedule labor, tools, and parts for resolving a work request. Issue work requests. Update work requests with job details. Close out and archive complete work requests. Analyze performance.
Craftsperson	Receive their work assignment and update the system with details about the progress and completion of the job. If they have the Maintenance mobile app, they can do this over their mobile device or smart phone.
Call Center	This role is designed specifically for organizations that use the same set of people to interface with the system and perform tasks in all parts of the process. With this role, one person or one group can access tasks for all the different roles to follow the On Demand process, without having to navigate through the various roles on the Process Navigator.
Inventory Manager	Ensure that tools and parts are available for maintenance projects. Maintain an electronic inventory of tools use and their status: are the tools available? in use? broken? Maintain an inventory of required parts, such as the quantity to have on hand, how many to typically order, the results from the last physical parts survey, where the parts are stored, the vendor from which to purchase them
Service Desk Manager	Define how the system routes and handles service requests by defining request types and service level agreements. Review escalated service requests and interfere in the defined workflow as necessary. Close completed service requests. Archive closed service requests.
Business Process Owner	Enter lists of data from which users can choose when completing forms. For example, building locations, service contracts, and accounts.
System Integrator	Manage the options available to the Service Desk Manager for defining Service Level Agreements (SLAs).