Steps in the screenshots correspond to the numbers in the headings.
There are times when it may be faster for a Supervisor to just change the data in the review process, but there are other times when you may want to send it back to the technician to fix. If the Supervisor continues to fix the issue on their own, the Technician will not learn from their mistakes, so as a best practice, you should send it back (if possible) so that the Tech learns the right way to do things.
There are many reasons why you may need to do this:
- Repair codes are incorrect or missing information
- There are overlapping malfunctions or incorrect malfunction information.
- Labor or other entries may be incorrect or inappropriate. (This is visible by the customer, so we should always be professional.)
FIX REPAIR CODES
1. From the Work module, click on Review in the Work Section of the Navigation Pane.
2. In the drop-down, choose Completed Tasks.
3. Highlight the task to load it.
4. Review the contents of the work order to ensure that things are expected.
You can move either across or scroll down to see all the data.
If the task is a CM task, remember you will have Repair Codes.
It is critical that you ALWAYS review malfunctions if there is a malfunction present.
5. In this case we review the Notes and the Labor to see that the Tech got the machine up and running to a reduced capacity, and then came back at end of shift to fix the machine.
6. Scroll down to check the Repair.
In this case, the Tech chose all Other, but did not enter any comments. This is the reason we will be sending this back to the tech.
7. You can see that all the down & reduced time is counted as Breakdown = Yes. The reason for this is because the original malfunction was a breakdown.
Depending on the production schedule for this machine, you could be looking at almost 8 hours of Unscheduled Downtime in your metrics for this machine. This makes it even more important that the Reliability Engineers etc. at your plant know what happened.
- As a best practice, make sure that there is actually an Assigned Technician before sending the Task back.
- If not you can enter the Technician through the Summary panel of the Task.
8. In the upper right corner of the lower panel, select the red button to Reopen the Work Order.
9. Enter a reason for reopening.
10. Select YES.
11. You will get a notification that the Work Order and Task have been Reopened.
12. The Work Order and Task have now been reopened and sent back to the Technician. It can be found in the Technician portal under All Open Tasks.
13. The Task Status will be IN PROGRESS with a Status Reason of Rework Required. If necessary, you can filter for that status using the funnel icon.
14. The reason for opening will be populated in the notes.
MALFUNCTIONS
An overlapping malfunction happens when the machine was already down on another ticket and the Tech takes the machine down again. This will count against the site twice for their metrics.
15. Overlapping malfunctions SHOULD NOT happen, because the system prevents them during work order creation and the Technician is notified when creating a new malfunction that they will be creating a problem.
Task 679336 is actually a duplicate task and has not only a breakdown but an Overlapping malfunction.
16. In this case, you can return it to the Technician to have, at a minimum, the malfunction on this task DELETED. To do this, you would follow the same steps 8-11 listed above.
If time doesn't permit for you to return it to the Tech, the Supervisor can delete it from here by clicking on the three dots in under Action and choosing Delete.
If you do not delete this malfunction, because it is marked as Breakdown = Yes, it will count as one of your failures, and will affect your MTBF and MTTR metrics.
17. Notice that the Overlapping Malfunctions has a "1" in a red circle, alerting you that it must be addressed.
18. A confirmation message will ask you to confirm that you want to delete the malfunction from Step 16. Click Yes.
A confirmation message will tell you that the Task has been successfully updated.
19. The malfunction panel is now updated. Both the Malfunction and Overlapping Malfunction are now blank, because you removed the malfunction on this task, no overlap exists.
NOTES
When there are inappropriate notes, that is definitely a time you will want to send it back to the tech to have them clean up the verbiage.
20. Click on the Red Icon to Reopen the Task.
21. Enter the Reason for reopening.
22. Click Yes.
23. A confirmation message tells you that the Work Order and Task has been reopened.
24. The Task will show in the All Open Tasks View under In Progress/Rework Required.
In this case, the best case scenario might be to delete the supervisor's comment and Ellen's original comment and simply enter a follow up task to get the Crib cleaned up. The follow up task will count as a proactive task and the original PM can be completed.
In our solution, we would A - Delete all notes except for the Did PM. B. Enter a followup task with the Description of "5S the Crib" against the ATS Maintenance Sublocation and THEN close the original PM.
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