Maintenance Metrics 101: Work Orders Generated and Work Orders Closed

Maintenance metrics play a crucial role in evaluating the effectiveness and efficiency of maintenance activities. Work orders generated and work orders closed are two such metrics that help maintenance managers to track the evolution of plant condition within a specific time-frame. In this article, we will discuss what these metrics measure, the behaviours that most managers expect, and the undesirable behaviours they drive. We will also explore options to improve outcomes when trends are indicating unfavourable outcomes.

The Metrics

The work orders generated metric measures the number of work orders created during a specific period. This metric helps managers to track the demand for maintenance services and the workload of the maintenance team. The work orders closed metric measures the number of work orders completed during a specific period. This metric helps managers to track the productivity and efficiency of the maintenance team.

While the work orders generated metric can give a basic idea of the plant's health, it becomes more meaningful when considered together with the work orders closed metric. By looking at both metrics, we can gain a clearer picture of the overall trend in the plant's maintenance activities. More work orders generated than work orders closed indicates that the plant health may be deteriorating and the amount of pending work is growing. Conversely, more work orders closed than work orders generated indicates that the maintenance backlog is reducing and plant health is improving. While these scenarios may seem ideal, they can actually hide significant flaws or deficiencies.

Hidden Traps

Maintenance managers expect their teams to create and close work orders in a timely and efficient manner. While high numbers of work orders generated indicate that maintenance issues are being identified, upward trends may suggest that the maintenance team is overworked and struggling to keep up. On the other hand, low numbers of work orders generated suggest that there may be maintenance issues that are not being addressed.

Similarly, high numbers of work orders closed indicate that the maintenance team is productive and efficient, but it may also suggest that the team is rushing through tasks and sacrificing quality for speed. Low numbers of work orders closed indicate that there may be a backlog of maintenance requests that are not being addressed.

If these metrics are incentivised, it can lead to undesirable behaviors such as manipulating the numbers by creating unnecessary work orders or closing them without actually completing the tasks. Such actions could be seen as fraud, or wilful negligence, and may have legal consequences. Therefore, it is essential to ensure that work orders are generated and closed for valid reasons only and that the metrics are not manipulated for personal gain.

Correcting Trends

If the work order generated metric is too high, or trending upwards, it may indicate that the maintenance team is overworked and struggling to keep up with the demand. In such cases, managers should consider hiring additional staff or outsourcing some of the maintenance work to third-party vendors.

Additionally, an upward trend can be an indication that the quality of maintenance performed is reducing. This can be clearly evident if rework is measured and trended. Undertaking quality control and assurance initiatives can help to reverse the trend.

If the work order generated metric is too low, managers should investigate why maintenance issues are not being reported. There could be a multitude of reasons for under-reporting of maintenance issues. It may be necessary to improve communication channels between the maintenance team and other departments or to implement a more user-friendly maintenance request system. Occasionally, basic initiatives like conducting plant walk-throughs by external personnel can prove highly effective as operators may become accustomed to existing issues and overlook them.

If the work order closed metric is too low, managers should investigate why work orders are not being completed. Some reasons for low work orders closed include:

• Inadequate resources: If there are not enough technicians or materials to complete work orders in a timely manner, the backlog can grow and lead to a low work order closure rate.
• Poor work order prioritisation: If work orders are not prioritised effectively, important tasks may be delayed or overlooked, which can contribute to a low closure rate.
• Poor planning and scheduling: When maintenance work is not adequately planned and scheduled, technicians may not have the necessary tools and resources to complete their tasks, leading to delays and work orders left unclosed. Additionally, poor planning can lead to work orders being assigned to technicians without the necessary skills or knowledge, leading to further delays and low work order closure rates.
• Inefficient processes: If maintenance processes are not optimised, it can take longer than necessary to complete work orders, leading to a backlog of unfinished tasks.
• Incomplete work: If work is not completed properly or the issue is not fully resolved, it may result in a low work order closure rate.

Fixing low work order closure rate typically requires a multi-faceted approach that may involve various strategies such as improving planning and scheduling, enhancing communication, optimising maintenance processes, providing better training, and allocating adequate resources.

Planning and scheduling can be a critical factor in ensuring that work orders are completed promptly and efficiently. Effective planning and scheduling help ensure that technicians have the necessary tools and resources to complete their tasks, that work orders are prioritised appropriately, and that maintenance work is completed in a timely manner.

Ultimately, the most effective approach to addressing low work order closure rate may vary depending on the specific challenges and circumstances faced by an organisation.

If the work order closed metric is unusually high, managers should investigate whether the team is sacrificing quality for speed. It may be necessary to provide additional training to the team or to implement quality control measures to ensure that work orders are completed to a high standard. In addition, it is important to hold team members accountable for their work and ensure that they understand the importance of delivering high-quality work orders within reasonable timeframes.

In summary, the work orders generated and closed metrics provide valuable insights into the health of a plant's maintenance activities. By tracking these metrics and addressing any issues that arise, you can improve the effectiveness and efficiency of your maintenance activities and ensure that your plant remains healthy and productive.