July 6, 2022
Response time is among the key figures of service quality and efficiency in commercial maintenance processes. It does not matter whether the maintenance concerns HVAC, a broken lighting fixture, or a plumbing emergency; actionable communication can take too long to resolve or repair, which will affect business operations. Communication between maintenance personnel, supervisors, tenants and external vendors should be clear so that issues can be handled on time and in an efficient manner. Teams are able to make correct prioritisation when information is relevant and timely because very little time is lost in misunderstandings and completing such problems.
The nature of an effective maintenance response is usually influenced way before a technician reaches the scene. Miscommunication may lead to the wrong information, omitting some steps, or making several trips to fix one problem. Conversely, effective communication makes it possible to avoid misunderstandings, allows arriving technicians to have all the necessary tools and information, and prevents pointless delays. Emphasising visibility and coherence, commercial maintenance teams will be in a position to enhance their reaction time and service delivery levels in a significant way.
The initial request is one of the key steps of a maintenance process. When the reporter of the problem is not able to explain the problem well or the request goes through a long chain before reaching the maintenance staff, delays are almost inevitable. An effective centralised line of communication aids in the flow of full, correct and timely data to the maintenance teams at the initiation point. It saves time in explaining matters, and rapid appraisal and planning can be done.
Adding the work order management software to the digital tools ensures standardisation in processing the request and reviewing. In these systems, a user can add pictures, places, and rich descriptions, which are less prone to continuous dialogue. This makes the quality of information obtained much more accurate, but also enables the maintenance crew to act according to the urgency or type of asset or safety risks. An initial presence of clear documentation simplifies the process and enhances accountability at the working stage.
Maintenance is usually associated with several individuals in different departments in the commercial world. Technicians need to know who is in charge of a given assignment and when to start that assignment, or even what the follow-up action is. Failure to provide answers to this results in the wasting of precious time. Frequent meetings, the explicit division of tasks, and written procedures contribute to the fact that all participants know their responsibilities and schedule. Collaboration is smoother and faster when all members of the team understand the same.
CMMS software can be instrumental in supporting this coordination. CMMS software minimises the chance of a duplication of work or any other instance of miscommunication by ensuring constant updates on the status of maintenance requests and work to be done, as well as the availability of technicians. All participants are able to see the progress of the task, performance and who is working on each job. This openness contributes to teamwork and holds everyone on track to find an effective solution to the problem.
Other than the maintenance team, there should be good communication with the tenants, employees, or building users. When people report issues, they expect updates and timelines. In the event that such expectations are not well established, then frustration is experienced, even when the maintenance works are going by as scheduled. The communication of anticipated response time, repair schedules and the possible inconveniences will create confidence and decrease the strain on the maintenance workers.
Knowledgeable and listened-to stakeholders are less prone to increasing or initiating issues and demanding unnecessary news. This saves maintenance teams the needless distractions and lets them do their work. Another poƒtential advantage that maintenance supervisors can experience is the development of the routine communication procedures, i.e. email confirmations or status notifications created by work order management software. These simple practices contribute to faster, more organised service.
Misunderstandings can be very time-wasting, when technicians are sent to the incorrect place, they show up without the right bits, or they mistake the type of problem. Extensive information regarding the location of the assets, the symptoms of the problems, and the tools needed makes the technicians ready and come to work. One of the quickest ways of increasing the response time of maintenance is by reducing the occurrence of such preventable errors.
The maintenance teams forming the habit of checking the details prior to dispatch and the job summary after job completion will tend to make fewer errors and react quicker. CMMS software offers a systematic way of entering such information, reviewing and archiving the same. By being consistent, it would comprise a dependable source of truth that favours precision in all maintenance activities.
Communication correspondence should not stop after a maintenance task is done. Receiving answers from the requester or client can be used to determine the things that went well and what could be made better. Once reviewed by technicians, managers can adopt the insights and change the processes, enhance communication habits and prevent recurring brake mistakes. The reflection promotes a continuous improvement culture, which improves the overall responsiveness.
Maintenance teams can also be able to determine the trends that hinder fast response to work orders through the completion of work orders. As an example, repeating delays may be due to poor reporting practices or ineffective transfer of tasks. Work order management software will be able to provide these patterns in the form of reports to enable the managers to make necessary adjustments to internal communication structures and minimise workflow bottlenecks.
An effective and efficient response to commercial maintenance depends on clear communication. Even after the submission of a request through to the signing off, each contact influences the speed and accuracy of the task to be done. Software for work order management, CMMS software, can assist with the process by structuring the data, increasing visibility, and coordination within the team. With the consistent communication between all the parties involved, improvement of the maintenance operation occurs, being more efficient, more reliable and better prepared to provide the needs of the modern commercial realm.
