Good morning all.
I work in a similar environment as the original poster. Our maintenance organization supports several aging facilities. Our struggle was (and is) capturing valuable feedback during performance of PM's, and then being able to retrieve the information and act upon it. This was one of our major obstacles when we started our PM optimization process 5 years ago. We stressed the importance of good feedback. Craft was resistant in the beginning due to the fact that they had "heard this before" many times. "Nobody listens to what we say, so why should we keep telling you". This was the prevailing culture. Over a period of the next couple years, we captured their feedback in long text form on the work packages (paper documents), reviewed manually and created spreadsheets to track feedback and act upon as needed. Even though this was a step forward from "nothing", this process was obviously far too cumbersome to be efficient. Eventually, we incorporated craft feedback into our CMMS (SAP) by writing tasks on the notification during the work order closeout process. This put the data in a retrievable, and trackable location, so that we as reliability engineers could pull the data, run the reports, and act on the feedback.
The other thing that is important, as mentioned by someone in another post, is the the feedback is most important to the craft person. We modified the paper document that goes to the field with the craft to include the feedback that was given on the last generation of the PM. So now, the craft performing the work can also see what his co-worker said on the previous PM, good or bad.
All that being said; we are still not where we need to be yet. The ultimate goal is for craft to use a mobile worker app (tablet or other electronic device) and have their results immediately loaded into CMMS. This method of input along with incorporating use of inspection points and measuring points in SAP, will allow us to fully automate acting on results of inspections and/or PM's, by generating follow up work orders based on pre-set triggers inside SAP.
In closing, you can see that there are different methods that can be used to capture and act on the feedback. The moral of the story is that if you don't receive the feedback and close the feedback loop by making sure the craft realize that you are listening, then not only will you lose the willingness of the worker to participate by providing the feedback, but you also have a PM process that is not being used effectively if you do not identify potential failures during the PM and ultimately mitigate the failure with follow up work.
Tony Israel, CMRP, RMIC
Reliability Engineer
Consolidated National Security
Oak Ridge Tn.
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Tony Israel
Reliability Engineer
Consolidated Nuclear Security
Oak Ridge TN
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Original Message:
Sent: 09-14-2021 07:49 AM
From: Terry Taylor PE CMRP
Subject: Work Order Completion - Notes by Exception or Default?
Leighton,
Work Order Notes and Feedback from the field has been and continues to be a struggle for most companies. I have seen that the best notes, along with other general information, usually reside in log books. I believe it is a matter of trust that the technicians often have in their particular work order system. Let me explain -
The root cause of the problem of the technicians not providing good information is that the information they would provide is not easy to retrieve, or impossible to retrieve, should they need it. Companies need to understand that the Notes and the Feedback they want is more important to the technicians than it is to the company. So if the info is not easy to retrieve by the technicians, or perhaps not even available to them because of several reasons -
1. They don't have access to the CMMS system
2. They aren't allowed to use the CMMS system
3. The company doesn't want to spend the money to get the techs a license to use the CMMS system
4. The company doesn't want the techs to use any available "wrench time" to be on a computer (This is an interesting conversation)
5. The company provides little to no training on their CMMS system.
6. Other ……
…… you'll never get them to provide the info you want or at best, they may may provide very limited notes.
It's the reason the best notes and information is found in log books. The notes are important to whoever wrote it, or it's important to their peers, and it is easy to retrieve. The information found in the log books is not unimportant and it is not a waste of a technicians time to write it down.
Honestly, as many industries and CMMS systems that I see, you would think I would have one example of good notes and feedback in a work order system that I could point out. But the fact is, I don't.
As far as what Notes and Information to record, solve the problem above and they will provide the info that's not only requested but what is important.
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Terry Taylor
Taylor Reliability Consulting
Raleigh, NC
ttaylor@taylorreliability.org
Original Message:
Sent: 09-13-2021 02:22 AM
From: Leighton Millward
Subject: Work Order Completion - Notes by Exception or Default?
Morning,
there is an ongoing 'discussion' that WO notes/records from field teams are not recording PPM information sufficiently. Noting that if a reading should be taken (pressure, temp, CO2 level etc), and the MMS facilitates the recording of it - it should be taken. However, if the checklist has been followed by the maintenance team, what should be recorded? Is there something in particular e.g. maintenance done as per check sheet? Leave notes blank? I don't want front line teams to waste time writing for the sake of writing but equally don't want them to be compromised/tackled for poor records. For clarity, my FM teams have generally reported by exception so the notes are clear if there is a finding or issue and not having to dredge through nonsense to see details of an issue - they are empowered to deliver the maintenance as per the maintenance planning tables set out and the WO issued to them. Any guidance/thoughts? What do you record? Thanks
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Leighton Millward
Operations Director
Aktor Como Intercity Facilities Management
Doha
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