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STEP 9 of 10 - Maintenance Requests

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Maintenance Requests is an application that runs independently from InnWinWin, it may be installed in many computers and has no limit in the number of users. In InnWinWin, in Work Orders module, you may find Maintenance Requests Management window in the Work Orders menu.

A Maintenance Request (MR) is a document that normally generates a Work Order (WO), but it does not take its place. A MR is created by someone requesting a maintenance intervention; a WO is created by someone who has the responsibility to attend this request.

A MR is typically used to:

Document requests sent to the Maintenance Department: Who requested? What was requested? Why? When is it due?

Document the follow-up (through a WO): By whom? What tasks were actually performed? When?

Compute Mean Waiting Time (MWT)

In general, improve productivity and quality and cut paperwork

A MR is typically used in the following situations:
	Equipment breakdown, request for repair
	Equipment with symptoms indicating possible breakdown, lack of or anomaly in a component or presenting inefficiency
	Problem with building or another infrastructur
	Security or operational-related anomalies (noteworthy)
	Reminders for a specific date (Ex.: “Replace water pump in next inspection”)

Typical Maintenance Requests sequence:
	Preparation – performed by the user (requester), with his ID (username, password and employee code), which Department required, which maintenance item, date and time, urgency, symptom and a telegraphic description of the request
	Approval – performed by the requested Department Manager; approves or rejects, explaining why. The MR status is changed to Approved/Rejected.
	Attending – the responsible Department answers the request. Normally, this is accomplished by creating a WO (a new WO or selecting one already scheduled) or more than one WOs for the same request. This is carried out in Work Orders module. The MR status is changed to In Progress.
	Complete (Terminate) – Completing the MR means the Department have actually carried out the work required to answer the request and Terminate the WO (or WOs) generated. The MR status is changed to Completed.
	Close – This task is performed by the requester. By closing the request, he is indicating that he is satisfied and that his request has been solved. The MR status is changed to Closed.

Tips & best practices

	A single Work Order can “answer” several MR simultaneously
	Closing the request is a task performed by the requester. It is the confirmation that the MR was correctly answered. Maintenance requests in Completed status for over 30 days will automatically be Closed
	The title of the maintenance request is most important. A MR title with a complete description of the request is extremely useful when the Department is identifying the actual problem in the MR.