- Owner
- Maintenance Manager
- Effective date
- September 15, 2026
- Review cycle
- Every 12 months
1.Purpose
To make sure every maintenance request is captured, prioritized and assigned consistently, repairs are documented completely, and the requester knows when their equipment is back in service.
2.Scope
Applies to reactive maintenance work orders submitted for facility or production equipment. Scheduled preventive maintenance is covered by a separate SOP.
Definitions
- Work request
- The initial submission describing a problem, before it is reviewed and turned into a scheduled work order.
- Work order
- The approved and prioritized record in the CMMS that a technician is assigned to complete.
- Backlog
- The set of open work orders not yet completed, reviewed regularly to manage workload and priorities.
- Priority code
- A classification such as emergency, urgent or routine that determines how quickly a work order must be actioned.
3.Responsibilities
- Requester
- Submits a clear work request describing the problem, location and urgency, and confirms when the issue is resolved.
- Maintenance Planner
- Reviews and prioritizes work requests, assigns technicians and parts, and manages the backlog.
- Maintenance Technician
- Reviews the work order, performs the repair safely, and documents parts and labor used.
- Maintenance Manager
- Reviews backlog and KPIs, approves high-cost repairs, and resolves scheduling conflicts.
RACI matrix
| Activity | Requester | Maintenance Planner | Maintenance Technician | Maintenance Manager |
|---|---|---|---|---|
| Submit the work request | R/A | I | - | - |
| Review and prioritize the request | C | R/A | I | I |
| Assign technician and parts | - | R/A | I | I |
| Perform and document the repair | I | I | R/A | - |
| Close the work order and review the backlog | I | R | C | A |
R = Responsible, A = Accountable, C = Consulted, I = Informed
4.Materials and PPE
Materials, tools and systems
- →CMMS or work order request portal
- →Standard priority code definitions
- →Spare parts inventory records
- →Asset history for the equipment
- →Technician skill and availability schedule
Personal protective equipment
- →Task-appropriate PPE as specified on the work order
5.Procedure
- 5.1
Submit the work request
RequesterRequester submits a work request in the CMMS with the equipment or location, a description of the problem, and how urgent it is.
- 5.2
Review the request for completeness
Maintenance PlannerMaintenance planner reviews the request within the shift it was submitted and follows up with the requester if the location or problem description is unclear.
- 5.3
Assign a priority code
Maintenance PlannerPlanner classifies the request as emergency, urgent or routine based on safety risk, production impact and the standard priority definitions, converting it into a work order.
Checkpoint: Every open request has a priority code assigned before it is added to the backlog.
- 5.4
Assign the technician and stage parts
Maintenance PlannerPlanner assigns a technician with the right skills and availability, and checks the spare parts inventory to stage any parts likely needed.
- 5.5
Review the work order and safety requirements
Maintenance TechnicianTechnician reviews the work order details, the asset history, and any safety requirements such as lockout/tagout or confined space entry before starting.
- 5.6
Notify the requester before starting
Maintenance TechnicianTechnician lets the requester or area supervisor know work is starting and confirms the equipment can be taken out of service if needed.
- 5.7
Diagnose and perform the repair
Maintenance TechnicianTechnician diagnoses the root cause of the reported problem and performs the repair per the applicable procedure or manufacturer instructions.
- 5.8
Test the equipment before handoff
Maintenance TechnicianTechnician tests the repaired equipment through a normal operating cycle to confirm the reported problem is resolved.
Checkpoint: Equipment completes a normal operating cycle without the reported fault before being handed back.
- 5.9
Document parts and labor used
Maintenance TechnicianTechnician records the parts consumed, labor hours and a summary of the repair on the work order in the CMMS.
- 5.10
Get requester acknowledgement
RequesterTechnician or planner confirms with the requester that the equipment is back in service and the reported issue is resolved.
- 5.11
Close the work order
Maintenance PlannerPlanner reviews the completed work order for completeness and closes it in the CMMS, flagging any recurring issue for root cause review.
- 5.12
Review the backlog and KPIs weekly
Maintenance ManagerMaintenance manager reviews the open backlog, average time to close by priority code, and technician workload with the planner each week.
6.Quality checks
- →Every submitted request is reviewed and given a priority code within the same shift.
- →Emergency work orders are assigned a technician within the target response time.
- →Closed work orders include a documented repair summary and parts used.
- →The open backlog is reviewed with the maintenance manager every week.
7.Records
- →Work order log in the CMMS
- →Priority code and response time tracking
- →Parts and labor usage per work order
- →Weekly backlog review notes
8.KPIs
- →Average time to close by priority code
- →Percentage of emergency work orders meeting response target
- →Open backlog size and age
- →Ratio of planned to reactive work orders
9.Common mistakes
- →Submitting a request with a vague description that delays prioritization.
- →Assigning every request as emergency, which defeats the priority system.
- →Closing a work order without confirming the requester considers the issue resolved.
- →Letting routine requests sit in the backlog past the target close time without review.
10.Revision history
| Revision | Date | Description | Reviewed by |
|---|---|---|---|
| 1.0 | September 15, 2026 | Initial release | Ilia Pirozhenko |
This is a template. Adapt it to your organization, equipment and local regulations before use.
