The Work Order Process

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The Work Order Process

• Barry Coyle
• Panel Facilitator

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• Every Service Business Has a Work Order System
• A Secondary System In Dealerships
• A Primary System in Installation Businesses

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Parallel and Overlapping Flows
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Work Order Process

• Initiates and manages work order activities
• Communicates service information to the service
  personnel
• Functions as the core service activity processing
  system
• Communicates service implementation data back to
  the dealerships business system and service
  managers

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Work Order Process
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Service Request

• Defines What is to be Done
• Basic Client Site Information
• Scope of Work
• Important!
• Requires Some Knowledge of Service Implementation
  to Document Properly

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Service Quotation

• Defines the Cost to Accomplish the Service
  Request
• Official Pricing!
• Clarifies Service Request

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Work Order

• Official Approval of Service Quote
• P.O. or Some Documented Response from Customer
• Can be very Informal within a Dealership!
• More Than Just a Line in the Sales Order!
• Key These Are Manufacturing Instructions to Field

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Scheduling/Dispatching

• All Service is Time-Bound Time Determinate
• Establishes Production Slot
• Establishes Resource Levels
• Soft Scheduling, Hard Scheduling, Dispatching
  all Different
• Helps Manage Demad

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Service Packet

• Documentation to do the Service Work!
• Installation Packet vs. Field Packet
• Core Elements
• Plans
• Product Order/Specifications
• Service Request/Quote
• Dispatch Sheet/Work Order
• Field Forms

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Field Communications

• All Communication Back from Field
• To Service Managers
• To Dealership Personnel
• Core Information
• Costing of Service Activity
• Customer Sign-Off and/or List of Exceptions
• Invoicing Triggers
• Customer Observations/Comments

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What We Have Found

• Most Work Order Process Informal
• Not disciplined, not done always as documented
• Packet Often Weakest Element
• No cover sheet
• Late to field

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What We Have Found

• Scheduling Also Weak
• Not enough soft scheduling too much last minute
• Field Communication
• As important as field performance
• Takes effort to get field to do well

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Panel Questions

• What TheWO Process Looked Like Before They
  Started Making Changes
• What Changes they Recommended and Why
• Issues They Had Implementing the Changes
• How Technology Was Involved
• Describe the Quote Request Process
• Describe the Installation Packet/Scheduling
  Process
• Describe the Field Communication ir Process

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Thank you

• Barry Coyle
• Solomon Coyle, LLC
• bcoyle_at_solomoncoyle.com
• 805 646 0987