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UNC Charlotte Facilities Management FM/FIS SOP 111 25 April 2009 Facilities Information Systems

Work Request is Completed by Technician/Craftsperson

NOTICE: This standard operating procedure is available to view digitally on the Facilities Management website: http://facilities.uncc.edu/Archibus/

OPR: FM/FIS (Pamela Duff) FM/FIS (Ray Dinello) Pages 6

I. PURPOSE. This standard operating procedure (SOP) is a user reference for the UNC Charlotte Facilities Management Division personnel. This SOP references the Archibus Standard Operating Procedures and supplements the Work Request Tutorial and Work Request Training Guide and Manual that is located on the Facilities Management Archibus website. The purpose of this SOP is to establish the procedures utilized when Work Request are completed and closed out by the Craftsperson in Archibus Web Central. II. SCOPE. Develop and implement standard operating procedures according to work request process flows. Provide Archibus Web Central users systematic processes and the procedures involved when craftspersons completed work requests submitted via the online Work Request form. Provide procedures that clarify these processes and ensure customer work requests are initiated efficiently and, by following these standard operating procedures, enable customer understanding of the work request process flows. This SOP applies to all Facilities Management employees and UNC Charlotte Archibus Web Central system users. III. RESPONSIBILITIES. Facilities Management Technicians/Craftspersons are responsible for insuring work requests are completed and for accurately recording the work performed and the hours associated with completion. Zone Shop Supervisors or Processing Assistants (PAs) are responsible for ensuring that craftsperson information is recorded accurately in Archibus Web Central for all Work Requests once the actual work is completed and before the billing process.

Figure 1: Process step: WR is Completed

IV. PROCEDURES 1. Craftspersons are Assigned and Scheduled to a Work Request. Craftspersons/Technicians are assigned and scheduled to complete a work request by the Shop Zone Supervisor (Figure 1). Once assigned, they are given a copy of the work request and a list of the work requests they are assigned to complete.

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1.1. Once the work request details are presented, the Craftsperson/Technician will contact the customer to discuss the information provided on the work request to confirm scope, work parameters, determine schedule and resource requirements and request further information, if needed.

2. Technician Views, Prints and Tracks assigned Work Requests. Throughout the completion of their assigned work requests, the Technician may access Archibus to view, track and print their assigned work requests details by selecting the tasks located within their Technician role. In addition, to their assignments, Technicians may also access a reports list located under the Report heading.

2.1. To view and print their assigned work requests, the technician logs into Archibus, selects the Building Management Activity and then the Tech role in Archibus Web Central. They may then view and print their assigned Work Requests.

2.2. The technician logs into Archibus using their NinerNet Username and Password and selects the Building Operations Activity (Figure 2) and then the Technician role (Figure 3).

Figure 2: Building Operations Mgmt activity Figure 3: Techncian Role 2.3. The “Print Work Requests” task located under the Work Requests heading can be

selected to view assigned work requests details (Figure 4).

Figure 4: Print Work Requests task

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2.4. On the Search Work Request window, the work request may be located by typing the work request number in the “From Work Request Code” field and the “To the Work Request Code” fields. In addition, the craftsperson’s name may be selected using ellipse button located on the Craftsperson field to locate only assigned to the Craftsperson (Figure 5).

2.5. After typing in the information, select the Search Now button to display the work

request (Figure 5). The list will be filtered and the work request(s) will display.

Figure 5: Search Work Requests console

2.6. The Craftsperson may also select to print specific work requests or bulk select all work requests by selecting the check boxes beside each work request within the Work Request Search Results window (Figure 6) Select the check box located in the grey column heading area to bulk select all work requests listed.

Figure 6: Using the mini console to search Work Requests

2.7. Select the Print Work Order PDF icon located in the upper right corner of the windowpane. The work request(s) will display for review. Select the print icon located in the upper left corner to print the work request(s) (Figure 7).

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Figure 7: Filtering the list of Work Requests 3. Technician Adds Work Request Notes to a WR. A technician may also update work request craftsperson notes field by accessing the “Add Work Request Notes” task located within the Technician role (Figure 8).

Figure 8: Add Work Request notes

3.1. After locating the work request, select the work request code to display the Update Craftsperson Notes window (Figure 9).

3.2. Enter craftsperson work request updates into the Update Craftsperson notes field and

select the SAVE button to save updates (Figure 9).

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Figure 9: Update Craftsperson Notes window

3.3. The notes including with Craftsperson name, date and time stamp to the Craftsperson Notes area will be added to the Work Request.

Figure 10: Saved Craftsperson notes added to WR

4. Technician Completes Work Request. As the work on a work order progresses, the Technician will note all daily hours worked on the white Time Entry Card and submit to the Processing Assistant (PA). In addition, they will note specific work request hours, materials used, etc on the grey work request card as well as requesting approval/review of any parts expense needed to complete each work request as they complete the work request.

4.1. Note: If the Technician determines that parts are needed prior to the work beginning, they will initiate the Purchase/Receipt Process and will place an annotation in the craftsperson notes and if a significant delay may be involved (that which would cause a delay beyond the requested or agreed upon completion date). Work orders are not placed in an “On Hold” status as the Hold will remove them from the over 14 and 30 Day report. Until the report is changed to

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also include all WRs Place in an “On Hold” status, technicians should not use the On Hold status for delayed parts.

4.2. An e-mail will be sent automatically notifying the customer of the work request status

change.

4.3. The Technician will start the initial work if parts are not needed immediately. The customer may check the work request status via the web at any time during this process (See SOP 104, Tracking the Status of a Work Request in Archibus for more information).

4.4. If the Technician identifies additional work that would involve another Zone Shop

while work is in process, the Technician will initiate a new Work Request to add the supplemental work. This may also trigger a work delay.

4.5. Once the work is completed, the customer may sign off on the work order ticket if

required.

4.6. The Technician updates the gray work ticket updating the labor hours and materials used for the Work Order.

4.7. The gray ticket is then submitted to the Zone Shop PA since all work has been

completed and the Work Order is ready to be closed.

4.8. Please Note: At this point, the Work Request has not been closed; only the labor has been completed on the Work Request.

4.9. Once the completed work request details are received, the PA will update the

information in Archibus and changes the status to “Completed” (see SOP 112, Record Update WR Labor Hours, Material and Charges in Archibus Web Central for more information).

4.10. The PA, Supervisor and the Facilities Business Office (FBO) all have review

responsibilities before the Work Order is closed and sent to history.

4.11. All M&O employees should review the current M&O Policy on “Timely and Accurate Handling/Processing of Work Requests”