Problem Report Work Order Work Instruction

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Note: Problem Report Work Orders are created from On-Equipment Maintenance Work Orders however they can also be created from Off-Equipment Maintenance Work Orders if the operational issue is discovered to be at the equipment item level rather than at the device level. Regardless of where a Problem Report Work Order originates from; processing a Problem Report Work Order is the same.

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Converting a Maintenance Work Order to a Problem Report

Entering a PR tracking number

Processing a Problem Report

Assigning a PR to a Department

Assigning a PR to a Departmental Manager, Employee or Shift

Updating the PR Description

Setting Issue Type to categorize the operational issue

Changing or updating the PR Priority

Updating the Equipment LCN subsystem based on root cause

Entering Action Taken and Labor to resolve a Problem or Issue

Entering or Associating a Correction Action Plan (CAP) with Problem Report

Entering a Target Date for the Problem Report CAP

Changing the Status of a Problem Report

Completing a Problem Report

Closing a Problem Report Work Order

Converting a Problem Report to a:

Modification Work Order

Enhancement Work Order

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1.    Set the Priority to a PR 5 as shown below.  Use the Lookup  icon to access the listing of Priority codes.

2.    Set the Work Type to “Problem Report”.  Use the Lookup  icon to access the listing of Work Types.

3.    Set the Department to “PR IPT” as shown below.  Use the Lookup  icon to access the Department listing.

4.    Change the Status of the Work Order to “TSF-PRIPT” using the Change Status  function at the bottom of the WO Main page.  Setting the status will automatically send an email notification to the members of the PR IPT that a new Problem Report has been filed and requires their review.

5.    Entering a Problem Report number (PR No.).  Once a Problem Report Work Order has been assigned to the PR IPT for initial analysis / assessment; the PR IPT, in conjunction with the department assigned responsibility for addressing the Problem Report; assigns the Problem Report Work Order a PR number.  The PR number is used for indexing the Problem Report Work Order with a record contained in either the Engineering or Courseware Management Systems used to track / manage the problem issue as engineering and / or courseware and / or training operations analyzes / assesses and identifies a resolution for the identified problem issue.  The PR Number is enter in the PR No. field by the PR IPT with the tracking record number provided to them by either engineering, courseware or training operations.

Note:  The PR number provided by courseware and / or training operations will be from the Courseware Management System and will be a courseware work order number.  The PR number provided by engineering will be from the Engineering Management System and will be either an Engineering Design Charge Request (EDCR) number.  The PR IPT may use a Action Item number if or when the they are tracking the problem issue in the Action Item Management System.

Processing a Problem Report

1. After logging into CMMS; select the Work Order Module from the expanded Maintenance section, if the Work Order Module is not your default after login.

Query and retrieve a Problem Report.  Below are typical examples of a Problem Report Work Order that has been initially sent to the PR IPT by Maintenance (Example 1) and the same Problem Report Work Order assigned to the Engineering group for review and analysis by the PR IPT.

Example 1 – PR sent to PR IPT by Maintenance                                                                   Example 2 – PR assigned to Engineering by PR IPT

Note:  If Engineering has reviewed the Problem Report and begin an analysis of the issue; the Problem Report will have been assigned a PR Number (PR No.).  You can query and retrieve Problem Reports based on the Engineering PR tracking number.  If no PR Number has been assigned to a Problem Report Work Order is should indicate that Engineering has not yet reviewed / analyzed / assessed the Problem Report Work Order.

1. Update or enter the information in the following section of the Problem Report Work Order as required.  The information in this section should be entered if and / or when the information is known or as it becomes available.

Data Field Name

Description

PR No.

The tracking number from the PR IPT action item management system used to manage Problem Report analysis / assessment efforts, or the tracking number from the engineering or courseware management systems used to index and / or correlate a Problem Report Work Order in the CMMS with an engineering or courseware design / modification effort managed through the engineering or courseware management systems.

DR No.

Not applicable to a Problem Report Work Order

ECO No.

The Engineering Change Order number from the engineering management system authorizing the implementation of a change to the product baseline as a result of a corresponding change in the design baseline.

Acq. Doc. No.

The procurement document tracking number from the procurement system when a procurement has been implement in support of resolving the discrepancy.

Equipt. SW Load

If the discrepancy is with an equipment item and that equipment item has specific software; the version of that equipment item’s software should be identified here.

IR No.

The Item Request (IR) number from the Item Request module when or if an Item Request was created and sent to ILS requesting either a material item or service needed to address the discrepancy.

Host SW Load

The version of the Host Software Load that was running on the training device when the discrepancy was discovered.

2. Assigning the Problem Report to a Department.

Set the Department designator to the Department that will currently have the responsibility for addressing the Problem Report .

Change the Status of the Problem Report to TSF-(department designator) to re-assign the current responsibility of the Problem Report.  Clicking the Save  icon in the Change Status window will send an auto-mail notification to the applicable department manager alerting them of a Problem Report assigned to their department.

3. Assigning the Problem Report to a Departmental Employee or Manager or Shift.    Once a PR is assigned to a department; the responsibility of addressing the PR can be assigned to a Manager or an Employee within the department or to a particular department work Shift.  Enter an Employee ID (BEMS ID) in either the Manager or Employee data field as applicable.  If the Employee ID is not known; use the Lookup  icon to select an Employee ID.  You can enter a partial Employee ID or Name (either first of last) and lookup an Employee / Manager.  Setting the personnel selection filter to “All” accesses all ATS Employee names.  To assign the PR to a department work Shift, use the Lookup  icon and select from the listing as shown below.

4. Update the Description of the Problem Report (issue) once the root cause of the issue is determined.  Select the Scroll  icon to expand the Description data field as shown below and make updates.  The PR Description should identify / explain the operational issue and its associated root cause.

Make sure you select the OK  icon after you finished typing.

5. Update or enter the Issue Type 2 as needed based on the required updates to the Problem Report Description.  Selecting the Issue Type Lookupicon will bring up a sub-screen of three Issue Types.   Selecting the Lookupicon next to an Issue Type will bring up a sub-screen containing a list to select from.  The Issue Type 2 is a general categorization of the operational issue.  Select the OK icon after the selection is made.

Note:  DO NOT add issue types to any of the Issue Type selection listings.  You must select from one of the available issue types contained in the lists.  Issue Types added to the select lists must be approved by ATS Executive Management.  Use the IT Help Desk to make recommendations for updates.

Note: Issue Type 3 is used by the CMMS PR IPT and Engineering for identifying and defining Global type Issues.  The Issue Type 2 Eng-Design Issue should be set when a Work Order is converted to a Problem Report or is originally created by engineering as a Discrepancy Report write-up.  See Issue Type Logic Decision Diagram.

6. Update the Priority that should be assigned in correcting this issue.  Select the Lookup  icon to bring up a Priority sub-screen to select from.

Note:  DO NOT add issue priorities to the Priority selection listings.  You must select from one of the available priorities contained in the lists.  Priorities added to the select lists must be approved by ATS Executive Management.  Use the IT Help Desk to make recommendations for updates.

7. Update the Equipt LCN.   Select the Equipt LCN Lookupicon to bring up the Select Equipment sub-screen.  Then Select the Device ID to bring up the Select an Equipment Type sub-screen.  Select the Filter  icon after selecting the Device ID.  Next select the Equipment area the issue was narrowed down to as shown below.

Note: The Equipment Logistics Control Number “Equipt. LCN” is the device equipment area the Problem Report is written against.  Initially this will probably be the device itself.  However once the issue has been narrowed down to a particular device area (i.e. root cause known) then that area will need to be entered.   Always use the lowest Equipment LCN for identifying the device area that is the root cause of the problem.

Note:  The Device ID will query to a particular device and its related subsystems.  You can use the Ref. Des. in conjunction with the Device ID to query to a non-movable area (subsystem) within that particular device as shown in example 2 below.   However if the area you need is a movable item you may need to query by just the Device ID and then scroll down the equipment structure as shown in example 1 below.

Example 1

Example 2

Querying with the Device ID and Ref. Des. together for a non-movable area within a device.  You can select the Ref. Des. through the selection listing, or you can enter the Ref. Des.; either completely, or partially with a wildcard (%) to get a refined listing of the non-movable areas as shown below.

Selecting from a Ref. Des. Listing                                                                              Selecting with an entered Ref. Des and wildcard

8.   Updating or entering Actions Taken and associated Labor.  As problem analysis efforts are accomplished; they should be recorded in the Actuals Actions Taken.   The Labor associated with each Action Taken should also be documented.  The Actions Taken should effectively communicate what was done to resolve the problem or issue so enter what was actually done in some level of detail.   Don’t generalize.

Select the Actuals tab, it will default to the Actions Taken tab.  Next select the Add New Action or Task icon to open up the Action Taken screen.  Enter the Action Taken and enter your initials along with the current data as shown in the example below.

Select the Labor tab.  Select the New Labor Time icon to open up the Labor Resource screen.  Enter the Labor as shown below.  Enter as many labor entries as needed and ensure that each labor entry is associated with an Action Taken.

Note: Repeat for all Employees working the Action.

Note: The Charge Code if entered on the Main page will auto fill in the sub screens for Labor and Materials.  Need to make sure that the appropriate Charge Code is used for each.   If the Charge Code is unknown it can be found by using the Lookup icon associated with any Charge Code data field.

Note: If the Problem Report is resolved without being converted to a Modification Work Order and the Problem Report is assigned to a department (I.e. maintenance) to implement a resolution; the assigned department will document all the Actual Actions Taken, Labor, Material used using the On-Equipment Work Order Work Instruction related to this areas of the work order.  If Services are used to address the problem issue; then acquiring and recording the use of the services will be accomplished following the Off-Equipment Work Order Work Instructions.  However the Problem Report must be completed and closed using the process steps outlined below.

9. Entering or Associating a Correction Action Plan (CAP) with the Problem Report.   Once a CAP has been completed and saved on the shared network file server (i.e. S drive); the CAP is associated with its Problem Report in CMMS making the CAP accessible while in CMMS and the Problem Report.

To associate a CAP with a specific CMMS Problem Report Work Order;

·        Click on the Tools menu and then the Links command as shown above, then click on the add New Link  icon in the Create / Edit / View Links window.

·        Enter the CAP Title, Description and Data Division a shown below.  Use the Lookup  icon and set the Data Division to the specific Data Division Category for the Site and Equipment item that is the subject of the Problem Report as shown below.

·        Use the “Type” selection window and set Type = Network File.   Use the Browse  button to access the network file server and go to the applicable CAP file stored on the network file server as shown below.

·        Set the “Accessible From” radio button to “Related records only” as shown below.

Once a CAP is linked to a CMMS Problem Report Work Order a “Show Linked Docs” hyperlink will display in the lower left corner of the Problem Report Work Order as shown above.  Accessing the Create / Edit / View Links window again; scroll down the Links listing and located the applicable Problem Report Work Order in the “Belongs To” column.  Double clicking on the associated Problem Report CAP in the Links window will open that CAP in a new window while viewing the Problem Report.

Note:  The CAP Title should be in the format of “CAP-Project Identifier-Sequential Number” as shown in the example below.  The Description should provide general information regarding the specific condition related to the Problem Report that the CAP addresses.

10. Entering a Target Date for the Problem Report CAP.   There are two Target Dates that can be used in a Problem Report related to a CAP.  At a minimum a CAP Target End Date must be entered in the Target End date field as shown below.  This should be the date that the Problem Report corrective action will be fully implemented and verified that the issue has been resolved.  In some cases a corrective action may required a start and end date.  If a CAP Start Date is required enter it in the EDD / Target Date field as shown below.

11. Changing the Status of a Problem Report.  As the issue defined in the Problem Report is refined / defined; the status of the Problem Report may need to be changed to communicate general information about the current state of the Problem Report.  Using the Change Status  icon on the Problem Report Work Order main page; set the applicable status by selecting a status from the selection listing.  Before Saving the new Status; enter a Remark / Comment with the new status to indicate why the Problem Report status is or was changed.  The Status Remarks / Comments are saved with the Status Change History.  (See Status Definitions)

12. Completing a Problem Report.   Click on the Complete Tab and:

In the Completion Comments field enter a Summary of the resolution that was implemented that resolved the initially reported Problem.

Review the Issue Type 2 and ensure that it was or is set identifying the issue type as a “Problem Report”.

Review and set the Issue Type 3 as applicable.  This should identify if the issue was unique to a single device or if it is / was an issue across the ATS.

Set the Completion status to “COMP” or one of the site completion status codes if applicable.

Click the Save  icon at the bottom of the page to complete the Problem Report

Click the Close  icon to return to the Problem Report Work Order Main page or click on any tab to go to that tab.

13. Closing a Problem Report Work Order.

Note:   All maintenance work orders must be closed by management personnel assigned work order closure review responsibilities.  All non-maintenance work orders must be closed by management personnel of the department assigned the responsibility for resolving the non-maintenance issue.  Non-maintenance work orders follow the same closure review process as maintenance work orders outlined below.  Management is responsible for performing a Closure Review of the work order and ensuring that the applicable Actions Taken, Materials consumed, Labor expended, and any Services received are accurately and completely documented; an understandable summary completion comment has been entered, and the applicable Issue Types have all be set accordingly in the work order before setting the work order to a closed status.

Management must review the Problem Report Work Order and ensure that:

A Completion Comment has been entered which is a Summary of the resolution that was implemented adequately resolving the initially reported Problem.

That the Issue Type 2 was or is set correctly, identifying the issue as a “Problem Report”.

That the Issue Type 3 was or is set, to the proper designation.  This should identify if the Problem Report issue was unique to a single device or if it is / was an issue across the ATS.

After completing the review; select the ‘Change Work Order Status’ icon to bring up the following sub-screen.  Select the Close radio button and enter a Closure Comment if applicable.

Converting a Problem Report

Some Problem Reports are determined to be either required Modifications or needed Enhancements.  These Problem Reports could be converted to either a Modification Work Order or an Enhancement Work Order.

Problem Reports that are determined to be a required Modification should be Closed and a closure comment should be entered stating or identifying that Problem is being addressed under a specific Project ID.  When the applicable Modification Work Order (or Orders if it is an ATS wide, Global or Multiple-Device issue) are setup they will be indexed to a Project ID and Project established to address the identified Problem.  See (Modification Work Orders and Project Management Set).

If a Problem Report is determined to be a needed Enhancement; the Problem Report is converted to an Enhancement Work Order which gets processed by Change Management.  To convert a Problem Report to an Enhancement Work Order for processing by Change Management:

1. Reset the Work Type to Enhancement.  Use the Lookup icon to bring up the Work Type listing and set the Work Type to Enhancement.

2. Reset the Issue Type 2 to Enhancement Issue as shown below

3. Reset the Department to assign the Enhancement Work Order to Change Management.

4. Change the Status of the Enhancement Work Order to “TSF-CHMGNT” and enter a Comment / Remark as shown below.  The comment / remark should provide a summary as to why this Problem Report was converted to an Enhancement Work Order.  Once the transfer status is saved and auto-email notification is sent to Change Management alerting them of an Enhancement Work Order that needs to be processed.

5. Enhancement Work Orders are processed using the Change Management process presenting the Enhancement need to the customer and getting a Project approved to incorporate the needed enhancement in to the ATS.  Once an Enhancement project has been approved and setup in the ATS Project Management System, the Enhancement Work Order should converted to Modification Work Orders.  To converting an Enhancement Work Order to a Modification Work Order (or Orders if the Enhancement affects several ATS devices); Close the Enhancement Work Order and setup the applicable Modification Work Orders (See Modification Work Orders).  To close an Enhancement Work Order first Complete the Enhancement Work Order by clicking on the Completion tab and:

In the Completion Comments field enter a remark that this Enhancement Work Order is being address under Project ID as shown below

Review the Issue Type 2 and ensure that it was or is set identifying the general category of the Enhancement as determined by the final enhancement requirements and training analysis.

Review and set the Issue Type 3 as applicable.  This should identify if the Enhancement is unique to a single device or is across the ATS or is only applicable to specific devices.  Note:  If the Enhancement is only applicable to specific devices, those devices IDs should be identified in the Completion Comment.

Set the Completion status to “COMP”

Click the Save  icon at the bottom of the page to complete the Enhancement Work Order

Click the Close  icon to return to the Enhancement Work Order Main page or click on any tab to go to that tab.

6. Closing an Enhancement Work Order is similar to closing any work order type with the exception that a Closure Review by management personnel is not required.  To close an Enhancement Work Order select the ‘Change Work Order Status’ icon to bring up the following sub-screen.  Select the Close radio button and enter and if applicable enter a Closure Comment.  Clicking the Save icon will archive the Enhancement Work Order.