Managing Work Requests to Improve Level of Building Maintenance Services

Building and Facilities Maintenance Section is one of the sections in Infrastructure Facilities Department in PT.ABC that deals with the maintenance and operation of building facilities in non-PIT areas. PT. Sumber Karya Utama is the contractor appointed to carry out the building maintenance contracts. In contrast to the KPI of 90% for Work Request completion, the total incoming WR addressed to the section has a completion rate of 65% every month.

Delays in completing Work Request work are due to the fact that there has not been a structured work schedule made, the planner have difficulty making Work Order work plans is because the WR descriptions are random and the work locations are spread out. The Building Maintenance Section developed a Standard Operation Procedure (SOP) for writing Work Request to standardize writing descriptions to the main job, so the planner could assess, identify and making categorized of the type of work item into work group items easily.

To establish a work schedule, prioritize work group items using the SMART method. The data used are list of work items, work groups, alternatives, criteria, and weighting. The sequence of work schedules runs effectively by implementing a division into 5 work areas so that work schedules are made per work area.

By implementing work priority references and dividing the area into 5 work areas, WO work can be completed on time, more fairly distributed, efficiently completed, and acceptable to all parties involved, thereby improving the performance and quality of services provided to customers, as well as ensuring that building maintenance runs smoothly and continues to function properly.