Work Order Management: The Complete Guide
Learn how mobile work order management software boosts visibility, streamlines job scheduling and give field staff the right tools and their finger tips, wherever the job takes them
What is Mobile Work Order Management?
Work order management is the process of creating, assigning, tracking and completing maintenance and other work requests. It’s at the heart of keeping operations organised, efficient, and accountable. Whether it’s scheduling a repair, planning preventive maintenance, or coordinating a multi-day field project, effective work order management ensures every job is completed on time, on budget, and to the right standard.
A work order typically contains:
- A description of the job to be completed
- The location and asset details
- The assigned worker or team
- The scheduled date and time
- Any materials, tools, or safety requirements
This process makes sure every job is clearly defined, correctly assigned and completed on time. With all the information recorded for future reference, compliance and reporting.
The work order is one of the most important elements of the field service management process as it informs field staff exactly what they need to do as part of the service request. Information is then fed back to the office including details on what was carried out as part of the job, who by and even how much the customer should be invoiced for.
Work order vs work request
It’s common to confuse these two terms, but they serve different purposes in the workflow:
- Work Request: A request to perform work, usually submitted by an non-maintenance staff, customer, or automated system. It signals that a job might need to be done but hasn’t yet been reviewed or approved.
- Work Order: An approved, authorised job that has been scheduled and assigned. It includes all the necessary details for execution.
For example, in a housing association, a tenant may submit a work request for a broken window. The non-maintenance team creates a work order with job instructions and the maintenance team manager reviews it, validates the request and adds any relevant information. They then assign it to a contractor, and the work request becomes a work order.
Types of work orders
Not all work orders are created for the same reason, and understanding the different types helps teams plan resources, set priorities, and manage costs more effectively.
Here are the most common categories you’ll encounter:
Reactive
Reactive work orders, also called corrective maintenance, are created in response to something going wrong. They’re the “break-fix” tasks: a machine stops working, a leak appears, or a system malfunctions, and action is needed immediately.
Because reactive jobs are unpredictable, they can disrupt schedules, create unplanned downtime, and increase costs. For this reason, many organisations aim to reduce the number of reactive work orders by focusing on more proactive strategies.
Example:
A field engineer is dispatched to replace a broken pump after it unexpectedly fails during operation.
Preventive
Preventive work orders are scheduled in advance to keep assets in good working condition and avoid failures before they occur. They’re often time-based (e.g., every six months) or usage-based (e.g., after 500 operating hours).
This type of work order is especially valuable in industries where downtime is costly or safety is critical. Preventive work allows for planned scheduling, bundling of jobs in the same location, and better use of resources.
Example:
A housing association schedules annual gas boiler inspections across multiple properties to ensure compliance and safety.
Predictive
Predictive work orders are similar to preventive, but are a step further. They are triggered by data or condition monitoring that suggests a problem is developing. For example, a sensor might detect abnormal vibration in a motor, or a water pressure reading might fall outside normal limits.
Rather than waiting for a scheduled check or an outright failure, predictive work orders allow teams to intervene at the right moment, often avoiding costly downtime.
Example:
A utility company receives an alert from IoT sensors that a transformer is operating above its normal temperature range, prompting a work order for inspection.
Proactive
Proactive work orders focus on finding and addressing root causes to prevent issues from recurring. They often result from trend analysis or lessons learned during previous maintenance activities.
Example:
After repeated breakdowns of a conveyor belt, the maintenance team issues a work order to redesign a faulty tensioning mechanism, eliminating the source of the problem.
What is the work order management process?
The work order management process can be made up of a lot of smaller steps, but most work orders follow the same core steps from start to finish:
1. Identifying the Problem
Every work order starts with recognising a need. This could be:
- An obvious fault, like a machine breakdown or a water leak.
- A planned maintenance trigger, such as hours of use or inspection results.
- A customer requirement, like scheduling a service visit or dispatching a home healthcare worker.
Early detection, through on-site staff, automated alerts, or customer reporting, helps reduce downtime and keep operations running smoothly.
2. Creating the Work Order
Once an issue or request is identified, the next step is to capture it as a work order. This document (or digital record) typically includes:
- Description of the problem or task
- Asset location
- Photos, videos, or other supporting evidence
- Key contacts
- Any relevant deadlines or SLA requirements
The more complete the initial request, the faster it can move through the process.
3. Approving the Work Order
In many organisations, work orders must be reviewed and approved before work begins. Approval ensures:
- The request is legitimate and necessary.
- Resources are allocated to the most urgent or valuable tasks.
- Compliance with budget, safety, and operational priorities.
This step is often handled by a manager or supervisor who understands both the workload and strategic priorities.
4. Assigning the Task
Once approved, the work order is assigned to the right person or team. Assignments consider:
- Skills and certifications needed
- Availability
- Location and travel time
- Access to the right tools or parts
Modern work order management systems often automate this step, matching jobs with the most suitable technician in real time.
5. Providing Details and Resources
A good work order includes all the information needed to complete the job without delays, such as:
- Step-by-step checklists
- Safety and compliance guidelines
- Required parts and tools
- Relevant schematics, manuals, or past service history
Mobile access to this data is especially valuable for field teams.
6. Executing the Work
The assigned worker or team carries out the task, whether that’s repairing equipment, installing a component, performing preventive maintenance, or delivering a customer service. During this stage, progress is often tracked in real time, especially if SLAs are in place.
7. Closing the Work Order
When the job is complete, the technician verifies the outcome, documents the work performed, and logs any parts used, time spent, and costs incurred. If follow-up inspections or future maintenance are needed, these are scheduled. The work order is then formally closed in the system.
8. Reviewing and Learning
Closing a work order isn’t the end of the process. It’s also a chance to improve. Organisations often analyse completed work orders to:
- Identify recurring issues
- Optimise resource allocation
- Spot training needs
- Improve customer satisfaction
Customer feedback and reporting tools help close the loop, ensuring lessons learned feed back into better processes.
Work Order Management Best Practices
The most effective work order management strategies combine consistent processes, the right technology, and clear communication. Here are the core practices that drive success.
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Standardise your process from start to finish
Use a single, centralised system to submit, schedule, assign, and track every work order. This ensures each job follows the same path, making it easier to measure performance, spot issues, and refine workflows. A CMMS (Computerised Maintenance Management System) can help you enforce these standards.
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Assign the right job to the right person
Match tasks to technicians based on skills, location, availability, and parts readiness. Many scheduling tools can automate this process, helping you get the most from your team while reducing delays.
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Prioritise what matters most
Have a clear method for identifying and tackling urgent work first, while ensuring smaller tasks don’t disappear from view. AI-powered scheduling tools can help automatically rank jobs based on urgency, impact, and resource availability.
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Keep communication open and transparent
Make sure everyone—teams, contractors, and customers—knows the status of a job at all times. Use systems that provide real-time updates and maintain a full audit trail, so nothing gets lost in translation.
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Plan schedules to maximise efficiency
Balance workloads to prevent burnout and downtime. Optimise routes, avoid unnecessary travel, and allocate tasks in a way that makes the best use of every technician’s time.
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Train and upskill your teams
Provide regular training so your team can handle a wide variety of work orders quickly and effectively. As tools and technology evolve, keep staff up to date with both technical skills and process improvements.
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Gather and act on feedback
Listen to customer and contractor feedback to identify service gaps and make continuous improvements. Small adjustments based on real-world input can have a big impact on satisfaction and efficiency.
Mobile Work Order Management FAQs
What is work order management software?
Mobile work order management software is a digital tool that allows organisations to manage and oversee work orders in real-time effectively. This includes creating, assigning, tracking, and completing work orders using mobile devices, facilitating seamless communication and coordination between office staff and field workers.
How do you manage work orders?
Work orders are managed through a cyclical process that includes creating the work order with all necessary details, assigning it to the appropriate field worker, tracking the progress of the work in real time, and finally marking the work order as complete once the job is done. This process is simplified and made more efficient using mobile work order management software.
What are the key features of mobile work order management software?
Key features of mobile work order management software include real-time visibility of work orders, automated scheduling and dispatching, tracking of field worker location and status, integration with inventory for automatic reordering of materials, subcontractor management, stock and asset management, project and complex use case management, and remote assistance capabilities.
What are the different types of work orders?
Work orders can be categorised into several types, including preventive maintenance work orders for routine maintenance tasks, corrective work orders for addressing specific issues or malfunctions, inspection work orders for regular checks of equipment or facilities, and emergency work orders for urgent, unplanned tasks.
How does work order management software improve communication between office and field staff?
Mobile work order management software improves communication by providing a centralised platform where office staff can create and assign work orders, and field staff can update the status of their tasks in real-time. This ensures everyone has access to up-to-date information, reduces the chance of miscommunication, and allows for quick adjustments if necessary.
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