HMC Workbook

pull standard work

# MAJOR STEPS

DETAILED DESCRIPTION OF STEPS

LEAD FREQUENCY TIME

At the start of each day, review assigned work orders by priority and schedule day accordingly based on response and completion standard requirements. If the assigned bucket has less than 15 work orders, reference step 2 for the unassigned bucket. [Reference screenshots below] In Yardi Mobile Maintenance, access the unassigned work orders queue and pickup work orders each day. Sort work orders from oldest to newest (FIFO) to ensure response and completion parameters are adhered to. At any given time, a Technician should strive to only have 10-15 work orders in their assigned queue. If you complete more than you have pulled for the day, continue pulling work orders for your respective zone until the end of the working day. If you do not have any work orders in your zone, work with your MM / MD for zones to pull work orders from. [Reference screenshots below] TECH Notify Maintenance management of duplicate work orders. For work orders with no PTE, notify maintenance management of the number of attempts made to complete the work. Maintenance will make 2 attempts at which time maintenance management will attempt to reach the resident noting the date and time of the call and notes in Yardi. [Reference Policy 2001] If a work order is dispatched and is unable to be responded to and / or completed to in accordance with response and completion standards, tech will notify maintenance management in advance. Techs should notify maintenance management when they are assisting other techs and need labor time added to the work order. Review all work orders with maintenance management that require additional vendor work or require parts. TECH TECH TECH The Office Team will dispatch emergency and urgent work orders to the tech based on zone designations, tech will answer and respond accordingly to communication based on response and completion standards. Office team will notify appropriate maintenance personnel and maintenance management of Es and US dispatched through approved communication methods. [Escalate to maintenance management if tech is non-responsive] When a tech identifies a need for vendors, additional parts, or a specialized Technician, the Technician will utilize the status of request reassignment or parts pending. Technician will include notes and pictures to the work order prior to changing the status to request reassignment. On the Yardi Work Order Dashboard the status of “parts pending”, “vendor work”, and “request reassignment” should be reviewed daily during team huddles. Vendors or specialized Technicians should be assigned to work orders and parts ordered. All work orders should reflect proper notes of changes made. [Reference screenshot for work order dashboard] Once vendor has completed work and there is additional internal work required or parts have arrived for work order completion, an appropriate designee will change the status back to “scheduled” and notify Technician of the work order added back to their queue. Maintenance Management should review the request reassignment and parts pending to ensure all notes and dates are updated. Share the open work order report and review demand / mix of totals of work orders to ensure that zone designations are appropriately dispersed. [Reference screen shot for open work order report] Review the Technicians’ work orders and the amount of work orders in their queue for each day not to exceed the total set by the maintenance management team. Standard work updates based on the best-known way identified through gaps on a regular occurrence, on a minimum standard work should be reviewed monthly MD TECH If you are unable to diagnose a work order within 30 min, contact maintenance management for assistance. TECH

1 ASSIGNED BUCKET

ONGOING 10 Min

UNASSIGNED BUCKET

2

ONGOING 5 Min

3 WORK ORDER PREP Pull all appropriate materials, tools, leave behind cards, and keys for work reviewed based on work order descriptions.

2X / DAY 10 Min

ADMINISTRATIVE REVIEW

5

ONGOING 5 Min

6 PHONE A FRIEND

AS NEEDED 5 Min

7

EU DISPATCH

ONGOING 5 Min

STATUS CHANGE: NON-ACTIONABLE BY TECH

8

TECH / MM ONGOING 5 Min

WORK ORDER DASHBOARD

9

MD / MM DAILY

POST VENDOR AND PARTS: ACTIONABLE BY TECH

10

MD / MM ONGOING 5 MIN

HUDDLE PREPARATION

11

MM / MD 2X /DAY

30 Min

12

HUDDLE

MM / MD 2X / DAY 15 Min

STANDARD WORK REVISIONS

13

ONGOING 10 min

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