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Work Order Job Cycle Overview

Follow Team Handoffs, Scheduling, and Service Follow-Up

Summary

Work orders move through creation, operations staffing, account review, scheduling, service, follow-up, quality control, and billing before the cycle repeats. This overview explains team responsibilities and how unconfirmed jobs, incomplete work, and service issues are handled; it provides context rather than complete job-function training.

Step-by-step

  1. LINK TO OVERVIEW PDF: https://drive.google.com/file/d/1QTUllGPELiTpuOECeT1UYwCpI62Jk90M/view?usp=drive_link
  2. Identify the work order source. About 95% are generated from ServiceBridge assets around the seventh of each month, using contracted tasks and service frequencies; the remainder are non-asset or one-time orders.
  3. Have operations lay out work orders and assign staff to shifts, typically with two work orders per shift.
  4. Follow the Thursday operations release for the scheduling week that starts ten days later on Sunday. Jobs are generally scheduled 10–17 days ahead.
  5. Complete the level two account review (L2R). Address inconsistencies and unresolved follow-up items before releasing the work order to customer service for scheduling.
  6. Follow the three-day scheduling progression, D1 through D3, until the client confirms service. If confirmation is not obtained after D3, use a job change form to route the order through the job change management board back to operations for future layout and release.
  7. Complete the applicable notification steps, or N steps, after confirmation and before service is performed.
  8. Have the field crew perform the service. Handle the ticket raised for any incomplete scope so the full scope of work can be completed.
  9. Complete customer service’s after-service follow-up the next morning or next business day. Document issues, pictures, and resolution actions; address immediate client needs and ongoing training or service-record gaps.
  10. Have operations complete quality control after follow-up. Review photographs, the service report, and completed scope and tasks, and provide a numerical score and detailed feedback to the field team.
  11. Allow automated document and invoice sending after quality control, leave payment collection to finance, and repeat the cycle when the next asset-generated work order is created.