1. SUMMARYfacilities-intranet.anu.edu.au/__documents/quality-management/qd... · FACILITIES AND SERVICES DIVISION PROCESS DEFINITION: SERVICE DELIVERY QMS-FS-PRO-61-001 Rev 4 Page

FACILITIES AND SERVICES DIVISION PROCESS DEFINITION: SERVICE DELIVERY

QMS-FS-PRO-61-001 Rev 4

Page 1 of 23

UNCONTROLLED WHEN PRINTED

Process Definition:

Service Delivery

1. SUMMARY

1.1. This document defines the processes provided by the Service Delivery team in detail.

1.2. The relationship between this Business Unit process and the other Business Unit processes

within the Facilities and Services Division (F&S, or the Division) management system is

illustrated in the process flow map included in the Quality Manual.

2. REVISION AND APPROVAL

Rev. Date Nature of Changes Approved By

0 15/12/2016 Original Issue Trent Orchard

1 07/04/2017 QMS Revision Trent Orchard

2 12/07/2017 Update PRF’s and alignment to F&S 2017 Business Plan Trent Orchard

3 19/12/2017 Update Section 4 Business Unit Objectives and Metrics Trent Orchard

4 02/01/2018 Updated PRF QMS-FS-PRF-61-004, and added PRF’s QMS-FS-PRF-61-021, 023 and 024

Trent Orchard

3. PROCESS DEFINITION

3.1. The Service Delivery team provides services including, but not limited to the delivery and

execution of:

3.1.1. Corrective, preventative, statutory maintenance and minor capital works across campus and remote sites;

3.1.2. Building Services;

3.1.3. Electrical Services;

3.1.4. Mechanical Services;

3.1.5. Plumbing Services;

3.1.6. Maintenance Services; and

3.1.7. Approved Soft Facilities Management.

4. BUSINESS UNIT PROCESS OBJECTIVES AND METRICS

4.1. The Service Delivery process objectives and metrics have been derived from, and align with, the

Goals detailed in the F&S 2017 Strategic Business Plan.

4.2. The objectives for the Service Delivery process are defined in detail below and reviewed during

the conduct of quarterly management reviews; see the documented procedure Management

Review.



Page 2 of 23


4.3. In addition, each process objective has at least one metric (or KPI) with which management can

measure the effectiveness of the Business Unit process. These are also defined below and

reviewed quarterly in records of management reviews.

Goal 1 – Client focussed outcomes (Meets F&S Divisional Goals 3 & 4)

Team Objective KPI Lead By By When

Document service delivery business

unit processes and procedures

Approved service delivery

process and procedures

SDM Quarterly

review with

SQPO

Develop WHS compliance Approved SWMS/PRAMS SDM/SDS Monthly

review

Meet ANU service priorities and

expectations

High level - Dashboard

reporting

SDM/SDS Monthly

with A/D,M

Soft Facilities Maintenance activities

for Student Halls of Residence

Implementation of approved

Soft FM activities

PM/SDM

and AD,M

1st QTR 2018

Goal 2 – Foster a continuous improvement culture within the Service Delivery Team (Meets F&S

Divisional Goals TBC1, 5 & 6)

Team Objective KPI Lead By By When

Implement a Standard

Document/Reporting Format

Standard Document/Reporting

Format meets F&S Operational

Plan

SDM 1st Quarter

2018

Move from high percentage reactive

maintenance to increased

preventative maintenance

Reporting CM versus PM on the

Maintenance Portfolio

Dashboard

SDM/SDS Monthly

A/D,M

Maintain SDT Staff Training Matrix Maintain Staff Training Matrix SDM 1st QTR 2018



Page 3 of 23


5. PROCESS OWNERS AND RESPONSIBLE PARTIES

5.1. The owner of this process is the Service Delivery Manager.

5.2. The Service Delivery Manager is responsible for the coordination and management of

maintenance services and minor capital works by the Service Delivery team and will manage a

wide range of maintenance trade staff and external contractors, including but not limited to

plumbing, electrical, building and mechanical services.

5.3. The Service Delivery team comprises a wide range of trade staff delivering maintenance

services and minor capital works to the University, including the Acton campus and remote

sites. The team is the primary contact for external contractors supporting the provision of these

maintenance services.

5.4. The Service Delivery team is responsible for resource allocation, coordination and management

of maintenance services and minor capital works by maintenance trade staff and external

contractors, including but not limited to plumbing, electrical, building and mechanical services.

The team deliver effective, timely and high quality maintenance and minor works services within

the maintenance portfolio.

5.5. The Service Delivery team are required to engage and work with stakeholders across campus,

other University staff both internal and external to the Division, and external clients and

contractors in order to establish and maintain effective relationships and support the provision of

University maintenance services.

6. TYPICAL PROCESS INPUTS

6.1. The typical required inputs for the Service Delivery team processes are:

6.1.1. Technical information needed:

Asset data;

Trade based knowledge;

Engineering and Technical drawings and information;

Safe Work Methods Statements (SWMS);

Safety Plans;

Plant Risk Assessment and Management Summary (PRAMS);

Contract information;

Work details;

Operational guidelines;

Facilities and Services business plan;

Corporate knowledge from custodians; and

Key Performance Indicators (KPI’s).



Page 4 of 23


6.1.2. Resources needed:

Vehicles (Toyota Hiace vans, single and dual cab Hilux utilities);

Desktop, portable and tablet PC’s;

MS office suite;

Archibus;

Maintenance Management system i.e Maximo;

Phones – landline and mobiles;

Office space;

Workshops/Tooling;

Trade and Maintenance Officers; and

External Service Providers (contractors).

6.1.3. Personnel needed:

The Service Delivery team comprises 30 full-time positions, as detailed below:

Position Level Position Title

SM1 Service Delivery Manager

ANU06 Building Services Supervisor

ANU06 Electrical Services Supervisor

ANU06 Mechanical Services Supervisor

ANU06 Plumbing Services Supervisor

ANU05 Building Services – Leading Hand Carpentry

ANU05 Building Services – Leading Hand Painting

ANU04 Building Services Officer - Carpentry



ANU04 Building Services Officer – Carpentry (vacant)

ANU04 Building Services Officer - Locksmith

ANU04 Building Services Officer - Painting

ANU04 Building Services Officer – Painting (vacant)

ANU04 Building Services Officer – Painting (vacant)

ANU04 Electrical Services Officer



ANU03 Electrical Services Officer (vacant)

ANU03 Maintenance Administration Assistant

ANU03 Maintenance Administration Assistant

ANU03 Maintenance Officer





Page 5 of 23


Position Level Position Title




ANU03 Maintenance Officer (vacant)

ANU04 Mechanical Services Officer

ANU04 Mechanical Services Officer (vacant)

ANU04 Plumbing Services Officer

ANU04 Plumbing Services Officer (vacant)

ANU04 Plumbing Services Officer (vacant)

6.1.4. Special training needed:

Trade certification;

Trade licenses;

Specific plant/equipment licences (ie. Elevated Work Platform)

Asbestos awareness;

Chemical Inventory System/s (CHEMWATCH);

Contractor Induction (F&S and Construction Industry White Card);

Specific building induction i.e PC2 facilities;

High Risk Work Permits;

Pedestrian and Traffic Management;

Maximo User;

Maxicloud User;

Maxicloud Scheduler; and

Staff health surveillance for identified ‘at risk’ staff.

7. TYPICAL PROCESS STEPS

7.1. Service Delivery processes cover the following functional activities, and are captured in the

process flow charts attached herein:

QMS-FS-PRF-61-002 Work Order – Service Delivery Team

QMS-FS-PRF-61-004 Electrical Test and Tag

QMS-FS-PRF-61-005 Supervisor Resource/Leave Planning and Approval

QMS-FS-PRF-61-006 Contracted PM or Statutory Maintenance

QMS-FS-PRF-61-007 Hazardous Material Identification and Removal

QMS-FS-PRF-61-008 Maintenance Enquiries



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QMS-FS-PRF-61-009 Non-Contracted PM and/or Statutory Maintenance

QMS-FS-PRF-61-011 Motor Vehicle Accident Damage Report & Repair

QMS-FS-PRF-61-012 Planned Monthly Vehicle Inspections

QMS-FS-PRF-61-013 Dishwasher Repair or Replacement

QMS-FS-PRF-61-014 Leading Hand Resource/Leave Planning & Approval

QMS-FS-PRF-61-015 Fume Hood Repair & Recertification

QMS-FS-PRF-61-021 Create Child Service Request

QMS-FS-PRF-61-023 Work Order - VC’s Residence Access

QMS-FS-PRF-61-024 Division of Student Life Waste Skip Delivery, Servicing &

Removal

Future PRF’s (to be developed):

o Pre-Operational Forklift Inspection

o Ageing Work Order Follow-Up

o Officer/Resource Leave Planning & Approval

o Incident Notifications – Contractor

o Hazardous Material Containment

o Mechanical – BMS Troubleshooting

7.2. The following forms are used by Service Delivery staff:

QMS-FS-FRM-61-016 Monthly Hiace Van Inspection

QMS-FS-FRM-61-017 Monthly Hilux Single Cab Inspection

QMS-FS-FRM-61-018 Monthly Hilux Dual Cab Inspection

QMS-FS-FRM-61-019 Pre-Operational Inspection Forklift

QMS-FS-FRM-61-020 Monthly Truck Inspection

Future forms (FRM’s) to be developed:

o Preparing for Leave Checklist



Page 7 of 23


Maintenance: Work Order – Service Delivery Team

Serv

ice

Sup

ervi

sor

/ Le

adin

g H

and

Co

ntr

acto

rSe

rvic

es O

ffic

er

QMS-FS-PRF-61-002_Rev 1_20170707

Additional Work Required Child, TAR, Project, Corrective, Preventative, Statutory or Compliance Maintenance

Internal/External?

Assign ResourceInternal

Request Survey & Quote for WO s

>$5K from Contractors (MUL)

Or

All WO s <$5K to Contractors on MUL

Review Invoice and attach Service Report

to WO

External

Relevant Contractor from MUL receives

WO and assigns resources

Complete Workas per WO

ContractorMulti-User List

(MUL)


WorkComplete?

No

End

Yes

Raise Child WO from Original SR

Mark WO as Completed in

Maximo (including Fault Codes)

Notify Service Supervisor if

additional work required



Job Planning - Investigate - Contact Client - Schedule - Risk Assessment

- Job Plan

Conduct Physical Audit of Percentage of

completed WO s

Generate Service Report &

Materials Invoice

Generate Service Report & Labour / Materials Invoice

WO fromCRT



Page 8 of 23


Maintenance: Electrical Test and Tag – Service Delivery Team

Serv

ice

Supe

rvis

orM

UL

Se

rvic

e

Con

trac

tor

Clie

nt

Te

st &

Tag

O

ffic

er

QMS-FS-PRF-61-004_Rev 3_20180105

Raise Service Request via Maximo

Input required: - Nature of work – Priority - Point of contact - Location building/room - Local area GL Code - Preferred commencement date- approximate volume/units to be tes ted

Internal / External

External

START

Assign Resource

END

Issue Work Order to MUL Service Contractor

Schedule with Client & complete work as

per WO

Generate Service Report (SR) & test results, forward to Service

Supervisor (SS)

Internal<$5,000

Estimatedwork

value?

Request Survey & Quote from MUL

Service Contractor >$5,000

Receive Work Order and assigns resources

Schedule with Client & complete work as

per WO

Generate SR & test results, forward to Test & Tag Officer. Advise if additional work req d

Generate Survey & Quote to Service

Supervisor

ApproveS&Q? YES

NO

- Audit & review SR and test results- Forward to Finance

Finance Cell Journal Entry Process

File storage and Naming Convention:- P:Drive (P:/Electrical Equipment Testing./Reports)- WO Number-T&T Area Results-Year (ie. 1723-19726 anthony lowe retest-all)

1. Save SR & test results to P:Drive2. Attach to Maximo WO.3. Email copy of SR & test results to client4. Advise SS if additional work required

Maximo WO received

Raise Child WO

Yes

AdditionalWork Req d?

No



Page 9 of 23


Supervisor – Resource / Leave Planning and Approval

A/D

M

ain

ten

ance

Serv

ices

Su

per

viso

rSe

rvic

es O

ffic

erSe

rvic

e D

eliv

ery

Man

ager

QMS-FS-PRF-61-005_Rev 1_20170710

Proposed Resourcing Issue

End

Refer to Planned Leave Principles

document

DiscussResourcing/Leave

with SDM

Submit Alternate Resourcing/Leave/

HD Application

Approvedby SDM?

Delegate Approval?

Yes

No

Discuss Alternate Resourcing/Leave

arrangements with Services Supervisor

No

Review Leave Application

Approvedby SDM?

No

Complete HDA Form for Services Officer

Yes

Review HDA Form & Sign

Submit Leave Application

Leave Application incl. Delegate

Approval Registered in HORUS

Discuss proposed Resourcing/Leave

with all Service Supervisors,

and if relevant Leading Hands

Review HDA Form & Submit

to SDM

Yes


arrangements with Services Supervisor

Refer toSDT Preparing for

Leave Checklist



Page 10 of 23


Contracted Preventative or Statutory Maintenance Delivery

Pro

gram

Off

ice

Serv

ice

Del

iver

y Su

per

viso

rR

elev

ant

MU

LSe

rvic

es C

on

trac

tor

QMS-FS-PRF-61-006_Rev 2_20170707

Additional Work Required: Child, TAR, Project, Corrective/Preventive, Statutory, Compliance Maintenance

1. Mark WINVOICE on receiving& reviewing Service Report2. Mark complete (COMP) onlyonce Service Report & invoice have been received and processed

QMS-FS-PRF-64-005 End

Review PM/STAT Work Order

Assign Resources & Complete Works

Schedule & Execute Works as per Service Level

Email Invoice & Service Report

Review and attach Service Report to

WO

Save toSharedDrive

Corrective Works

Identified?

Yes

No

Raise Child WO against original WO

& Asset No.

Work Order ProcessQMS-FS-PRF-61-002

- Review Invoice- Set Financial Delegation to PM Contracts Admin- Approve Invoice

Email notification of works INPRG

received from PM Scheduler


Change WO status to WINVOICE or

COMP

Conduct Physical Audit of Percentage of completed WO s

Contracted PM or Statutory Maint

QMS-FS-PRF-64-003



Page 11 of 23


Maintenance – Hazardous Material Identification and Removal

Ind

ivid

ual/

Sch

oo

l/C

olle

ge/

Div

isio

n

Clie

nt

Rel

atio

nsh

ip

Te

am

Lice

nce

d H

aza

rdou

s M

ater

ial

Ass

esso

r /

Rem

ova

list

(LH

MA

/LH

MR

as

ind

icat

ed)

Serv

ice

Del

iver

y Te

am

QMS-FS-PRF-61-007_Rev 3_20170802

Suspected Hazardous Materials

EndCheck Hazardous

Materials Report (HMR)Hazardous

Material Report Available?

Raise MAXIMO Service Request

YesHazardous Material

Identified?No

Notify ANU Work Environment Group

(WEG) of suspect Hazardous Material

RequestLicenced Assessor

attendance

LHMA Conduct Hazardous

Materials Survey

LHMA checks containment OK, takes sample and confirms material

LHMR Permit Holder receives PTW andassigns resources

E&TS TAR ProcessQMS-FS-PRF-62-006

Hazardous Material?

LHMA develops Scope of Work & estimated cost

Yes

No

No

Yes

eMail or Phone Incident Report via [email protected]

CRT Service RequestQMS-FS-PRF-61-002

Containment Process till

Licenced Assessor attends site

LHMA updates ANU HM Report on

non-HM

Generate WO, advise SDM/ ETS Mgr

Actions:1. Current HM Report2. Site / Building Plan3. If containment >24 hrs fwd to E&TS for action

Insert Incident Notification number

to WO

Raise TAR

1. Attach LHMA Report to WO, and 2. Updated HM Report forwarded to Space Team

LHMR actions:1. Notify COMCARE2. Remove Hazardous Material3. 3rd Party Air Monitoring4. Provide Clearance Certificate

5. Update ANU HMR



Page 12 of 23


Service Delivery Team - Maintenance Enquiry

Clie

nt

Clie

nt

Rel

atio

nsh

ipTe

am

Wo

rker

s (L

/H,

Svc

Off

icer

s &

C

on

trac

tors

)

Serv

ice

Del

iver

y Te

am

QMS-FS-PRF-61-008_Rev 1_20170710

Start EndMAXIMO Self HelpCheck W/O log for

relevant update

Relevantupdatefound?

Yes

Client enquires thru F&S CRT or SDT

No

MAXIMO Self HelpCheck W/O log for

relevant update

Relevantupdatefound?

CRT

Update Client with relevant

information

Update W/O log regarding enquiry and information

gained

Yes

Make enquiry via assigned Services

Supervisor

No

Requested information at

hand?

1. If Client enquiry via Email then attach original enquiry to Services Supervisor enquiry2. In the absence of Service Supervisor (including non-HDA periods) enquiry is to be escalated to SDM

Enquiry via Client or

CRT?Yes

CRT

Update Client with relevant

information

Update W/O log after discussion

with clientClient

Provide relevant information on

enquiry to assigned Services Supervisor

No

Services Supervisor or

CRT?

ServicesSupervisor

Update WO Log with relevant information



Page 13 of 23


Non-Contracted Preventative and/or Statutory Maintenance Delivery

Serv

ice

Del

iver

yC

on

trac

tor

Pro

gram

M

anag

emen

t

QMS-FS-PRF-61-009_Rev 2_20170707

1. Mark WINVOICE on receiving & reviewing Service Report2. Mark complete (COMP) only once Service Report & invoice have been received and processed

Additional Work Required: Child, TAR, Project, Corrective, Preventative, Statutory or Compliance Maintenance

Supervisor Assesses Job Requirements

Staff or Contractor?

Allocate Resources and

Complete Works


Contractor

Staff

Mark WO as complete in

MAXIMO (including Fault Codes)


Email Invoice & Service Report

Assign Resources and

Complete Works

Generate Service Report

WorkComplete?

No


Yes

WO ProcessQMS-FS-PRF-61-002

Review invoice against contracted

MUL rates

Schedule & Execute Works as per Work

Order

Review PM/STAT Work Order

Review and attach Service Report to

Work Order

Change status of Work Order to

WINVOICE or COMP

Save toSharedDrive

End

PM/STAT SchedulingQMS-FS-PRF-64-005



Page 14 of 23


Motor Vehicle Accident (MVA) Damage Report & Repair

Mai

nte

nan

ce

Ad

min

istr

atio

nSe

rvic

e D

eliv

ery

Man

ager

Flee

t Se

rvic

esF&

S St

aff

Ass

oci

ate

Dir

ecto

r C

&C

S

QMS-FS-PRF-61-011_Rev 0_20170705

Advice Advise Immediate Supervisor & Maint Administrator

Motor Vehicle Accident

END

Request MVA forms1, 2 & 3 from Fleet Services

Organise insurance claim, quotes and dates for repair

Prepare vehicle for repairs ie. clear out

tools and equipment

Deliver vehicle to Fleet Services

When repaired return vehicle to F&S

Collect and return vehicle to operation

Vehicle assessment and quotation

Advise Staff of repair date, schedule vehicle

as Out-of-Service

Advise Staff vehicle serviceable, schedule vehicle as In-Service

Provide MVA 1, 2 & 3 forms to staff

Provide latest versionsof MVA forms

1, 2, & 3

Complete MVA forms (1, 2 & 3)

as appropriate

EndorseMVA

forms?

Yes

No

ApproveMVA

forms?

Yes

No

MVA forms:1. At The Scene Of A MVA2. MVA Report3. Approval to Charge Insurance Excess

MVA forms complete?

No



Page 15 of 23


Planned Monthly Vehicle Inspections

F&S

Staf

fM

ain

ten

ance

A

dm

inis

trat

or

Sup

ervi

sors

Flee

t Se

rvic

es

QMS-FS-PRF-61-012_Rev 0_20170707

1. WO allocated to primary user. 2. WO to be completed within first

10 business days of the month. 3. F&S Vehicle Inspection form

(QMS-FS-FRM-61-015)

Supervisor assesses job requirement & allocates resources

QMS-FS-PRF-64-005

END

Complete Work Order (WO), and F&S Vehicle

Inspection Form

Review completed WO & F&S Vehicle Inspection Form

Complete spot check on a % of vehicles

monthlyNo

Inspection complete?

ReinspectOr Defect?

Scan Vehicle Inspection form and

attach to WO

Mark WO asComplete, and File

Yes

Reinspect

Vehicle Roadworthy?

Defect

Assess Defect

Yes

Discuss with SDM, remove Vehiclefrom In-Service

No

Notify Fleet Services of defects to rectify

Organise insurance claims, quotes and

dates for repair

Clean out vehicle and deliver to Fleet Services

When repaired return vehicle to F&S

Collect and return vehicle to operation

Vehicle assessment, quotation and repair

Advise Staff of repair date, schedule vehicle

as Out-of-Service

Advise Staff vehicle serviceable, schedule vehicle as In-Service

END



Page 16 of 23


Dishwasher Repair or Replace

Serv

ice

Sup

ervi

sor

/ Le

adin

g H

and

Co

ntr

acto

r /

Sup

plie

r

QMS-FS-PRF-61-013_Rev 1_20170707

Additional Work Required Child, TAR, Project, Corrective, Preventative, Statutory or Compliance Maintenance


to WO

Relevant Contractor from MUL receives

WO and assigns resources


WorkComplete?

No

End

Yes


Mark Work Order COMP (complete) in Maximo (including

Fault Codes)





WO ProcessQMS-FS-PRF-61-002

Repairor

Replace?

Service RequestQMS-FS-PRF-63-002

Relevant documents may include:

- Floor plan- Scope of Work- Unit type requirement- Test and tag requirement- Asset Data Collection form, or- Asset Disposal form

Check WO Data incl. Asset Number

Replace

Repair

Update WO and attach relevant

documents



Page 17 of 23


Leading Hand – Resource / Leave Planning and Approval

Serv

ice

Del

iver

y M

anag

erLe

adin

g H

and

sSe

rvic

es O

ffic

erSe

rvic

e Su

per

viso

rs

QMS-FS-PRF-61-014_Rev 0_20170710

Proposed Resourcing Issue

End

Refer to Planned Leave Principles

document

DiscussResourcing/Leave

with L/H

Submit Alternate Resourcing/Leave/

HD Application

Approvedby Supervisor?

Delegate Approval?

Yes

No


arrangements with Leading Hand

No

Review Leave Application

Approvedby Supervisor?

No

Complete HDA Form for Services Officer

Yes

Review HDA Form & Sign

Submit Leave Application

Leave Application incl. Delegate

Approval Registered in HORUS

Discuss proposed Resourcing/Leave

with all Service Supervisors,

and if relevant Leading Hands

Review HDA Form & Submit

to SDM

Yes


arrangements with other L.Hs and

Officers

Refer toSDT Preparing for

Leave Checklist



Page 18 of 23


Include the following:- Fume Hood Template- Contractors contact details- Confirm Asset details- Assess High Risk Work reqts

Additional Work Required: Child, TAR, Project, Corrective, Preventative, Statutory or Compliance Maintenance

Fume Hood Repair and Certification

Serv

ice

Del

iver

y -

Mec

han

ical

Rep

air

Co

ntr

acto

rC

erti

fica

tio

n

Co

ntr

acto

r

QMS-FS-PRF-61-015_Rev 0_20170707

Review Invoice(s) and attach Service

Report to WO

Repair Contractor assigns resources

and complete works

WorkComplete?

No

End

YesRaise Child WO from

Original SR





WO ProcessQMS-FS-PRF-63-003 or 004

Work OrderQMS-FS-PRF-63-003/4

Assess Job Requirements

Update WO and attach relevant

documents

3rd Party Test Contractor awaits notification works

complete

Email Invoice and Smoke & Velocity

Test Results

Generate Smoke & Velocity Test

Report, Labour & Materials Invoice

Create Child WO for Fume Cupboard

Testing on completion of repair

Passor

Fail?

Proceed with Smoke & Velocity Test

Fail

Repair or Certification?

Repair

Certification

Email Invoice and Service report

Additional Work?

No

Yes

Raise Child WO(as appropriate)

Pass

Send notification of works complete

Pass



Page 19 of 23


Create Child Service Request

MA

XIM

OU

ser

Inte

rfa

ceIn

put

Det

ails

QMS-FS-PRF-61-021_Rev 0_20180108

Create ChildService Request (SR)

Select Work Order Tracking in favourite

applications

Input Work Order number

in Find field

Select Action under Create tab - select

Service Request (SR)

Record new SR number from the

blue banner

Select Go To, Work Orders, select

Service Requests

Input Service Request number in

Find box

UpdateUser Information

section

Input Service Request Details

UpdateGL Account

UpdateClassification where

required

Review ReportedPriority

InternalPriority

The Internal Priority is to match the

Reported Priority

Review Reported Priority and change

as necessary

Update GL Account to appropriate GLC

where required

1. Ensure description is relevant to additional task/

works that are required2. Ensure the details are

clear so the person undertaking the additional

task/works understands requirements

Update Reported By tab to the person

who advised you to create the Child Service Request

End

Route Workflow

Correctiveor

PM/Statutory?

In the Follow-up Work section, select

Detail Menu of Originating Record

Select Go To Service Request (SR)

Corrective

Preventative /Statutory

Correctiveor

PM/Statutory?Corrective

Preventative /Statutory

Workflow tab, Select Action field, select Route Workflow



Page 20 of 23


Maintenance: Work Order – VC s Residence Access Se

rvic

e Su

perv

isor

(SS

) / L

ead

ing

Han

d (L

H)

Co

ntr

acto

rSe

rvic

es O

ffic

er

QMS-FS-PRF-61-023_Rev 0_20180104


to WO

WorkComplete?

No

End

Yes




Conduct Physical worksite inspection (SS/LH to

inspect):- Check work execution- Ensure site is clean & tidy- Notify security to re-activate alarm- Return key A/D / EAInternal /

External resource?

EXTERNAL

Assign Resource & schedule date/time

to attend

Issue Work Order to MUL Service Contractor

Collect keys from SS/LH

- Boot Covers- Contact Security to

de-activate Alarm

Complete tasks as per Work Order

Notify SS/LH works complete

- Clean site- Return key to SS/LH

INTERNAL<$5,000

Estimatedwork value?

Request Survey & Quote from MUL

Service Contractor >$5,000

Receive Work Order and assigns resources

Collect keys from SS/LH

- Boot Covers- Contact Security to de-activate Alarm

Complete tasks as per Work Order

Generate Service Report, Labour

Report & Invoice

Raise Priority 1-4 Work Order

(QMS-FS-PRF-63-004)

GenerateSurvey & Quote, provide to SS/LH

ApproveS&Q?

YES

NO

Notify SS/LH if additional works

required

Notify SS/LH if additional works

required

Assess Task Requirements

Email/Call VC s office to schedule date/time to carry

out works

Notify SS works complete

- Clean site- Return key to SS/LH

Raise Child Work Order

(QMS-FS-PRF-63-XXX)

Collect VC Residence keys from

EA Dir F&S or A/D



Page 21 of 23


Division of Student Life (DSL) Waste, Skip Delivery, Servicing & RemovalD

ivis

ion

of

Stu

de

nt

Life

Cle

an

ing

Was

te &

Re

cycl

ing

Was

te C

ontr

acto

rM

aint

enan

ce

Off

icer

QMS-FS-PRF-61-024_Rev 0_20171218

Start

Email Cleaning Waste & Recycling (CWR)

([email protected]) requesting waste skip to

be delivered.

Email Waste Contractor

requesting skip delivery.

Schedule Delivery and Delivers Skip.

Email DSL Administrator once skip is ¾ full,

indicating whether a service or removal of skip

is required.

Utilise skip for Soft & Hard Facilities Management activities (Fenner Hall

HFM only).

Email waste contractor requesting skip be service

or removed.

Email CWR ([email protected])

requesting waste skip to be serviced/collected.

Schedule Service or removal of skip and

attend site service or remove skip.

Generate Service report and issue invoice.

End

Email to include:1. Date Required2. Location skip to be delivered3. Waste type i.e. metal or general4. Contact number for driver

Email to include:1. Date Required2. Location skip to be delivered3. Waste type i.e. metal or general4. Local area General Ledger Code5. Contact number for driver

Email to include:1. Date Required2. Location skip to be delivered3. Contact number for driver

Note: There can often be 3 days between notification to CWRO to the time of waste

collection by the Waste Contractor.

CWR invoicing process (TBD)



Page 22 of 23


8. TYPICAL PROCESS OUTPUTS

8.1. The typical results (outputs) of the process are as follows:

8.1.1. Product produced:

Successful defect rectification;

Failure reporting;

Financial reports;

Resource allocation;

Alignment with business plans; and

Clear and transparent job status (KPI reports).

8.1.2. Documents or technical information produced:

Safe Work Method Statements;

PRAMS;

Work completion reports,

Invoices;

Child Service Requests;

Technical Advice Requests; and

Process mapping.

8.1.3. Records produced:

Contractor invoices;

Supplier invoices;

Maintenance records; and

Service reports.

8.1.4. Services produced:

Project/Job documentation;

Professional and timely works execution; and

Safe execution of works.



Page 23 of 23


9. RELATED RISKS

9.1. The following risks are identified related to this process. (edit table as required)

9.2. Management may elect to conduct a formal risk assessment for any of these risks; the preferred

method of risk assessment is indicated herein.

Risk

Like

liho

od

Seve

rity

Ass

essm

en

t Sc

ore

Mitigation

Service Requests and Work

Orders are created with

incorrect priorities allocated Like

ly

Maj

or

Hig

h

- Scheduling (pooling)

- Client Training and awareness

- CRT liaison

- Service Supervisor assessment

Untrained, inexperienced or

unlicensed personnel being

used for maintenance tasks

Low

Cat

astr

op

hic

Extr

eme

- Training matrix, PDR s and PD s

- Contractor inductions

- Local Area Inductions

- Contractor Assurance

Assessments

- Trade Certification

Job details incorrect or

incomplete

Like

ly

Min

or

Hig

h

- CRT – Vetting job requirements

- PM/STAT Vetting

- Supervisor assessment

- Contractor Audits and

Maintenance spot checks

- Delay allocation

No information on condition or

age of assets available

Like

ly

Min

or

Mo

der

ate

- F&S Program team to manage

asset data

- SDT to provide Program Team

asset data and condition

assessments as required