1. business and industrial
2. business operations

UNIVERSITY OF CENTRAL FLORIDA
FACILITIES OPERATIONS
STANDARD OPERATING PROCEDURE
Subject: Work Order Phase Priority Procedure
FO SOP-W03
REV 7
Page: 1 of 7
Last Modified: 6/12/20155
Approved: David Norvell 7/2/2014
PROCEDURE:
Work Order Phase Priority Procedure
INTENDED AUDIENCE:
Facilities Operations personnel
PURPOSE:
To properly prioritize work coming in by the criticality of the request.
General:
A core component of the Planning Process is to establish a University-wide Work Order Prioritization Methodology. Our
University is such that the workload is very dynamic and work priorities are constantly being changed based on various
influences. Without a structured methodology, it is virtually impossible to provide requestors reasonable explanations
when the work requirements in their buildings take a back seat to other work in the University. In addition, the
prioritization methodology needs to be detailed enough to avoid having too many work orders with the same priority.
A disciplined method of prioritization will eradicate tasks being done on a whim and allow work to proceed according to
its true effect on the overall operations of the University as a whole. It will also allow the maintenance delivery function
to be executed in a far more effective manner.
The system will need to cater to the following requirements equally and give a universal method of coding all work
orders.



University-wide equipment priorities, allowing for better direction of resources
Operational requirements
Customer Requests
Accurate prioritization covers three distinct decision making processes; although one may be preset the others will
require a degree of judgment and lastly discretion in executing work orders practically.




Equipment Criticality
Effect of task or work to be done
Real world limitations on execution
Time constraints to execute the work
The original priority of the work order needs to be set by the originator of the work order. Work Orders (WOs) will be
prioritized first based on the Work Order Prioritization Matrix (Figure 1), 1 as highest to 9 as lowest). For multiple Work
Orders with the same Priority the identified Need Date will be the discriminator. If a WO Need Date has not been
identified, the “first-in, first-out” methodology will be utilized. This process will allow UCF to effectively and efficiently
utilize our available resources and in turn, address the identified backlog based on available resources.
.
UCF FO SOP version 1, Jun. 1, 14
UNIVERSITY OF CENTRAL FLORIDA
FACILITIES OPERATIONS
STANDARD OPERATING PROCEDURE
FO SOP-W03
REV 7
Page: 2 of 7
Last Modified: 6/12/20155
Subject: Work Order Phase Priority Procedure
Approved: David Norvell 7/2/2014
1) Definitions:
a) AWP: Awaiting Planning - Goes to the Planner for that Trade/Zone needs detailed
planning.
b) ASP: Awaiting Supervisor Planning – Goes to the Zone Supervisor, detailed planning is
not needed.
2) Prioritizing the requested work:
a) Once the requested work has been reviewed and determined it is a not a duplicate or a call back
(Work completed in less than 30 days) A priority must be assigned to it: Utilizing the matrix
below and comparing the urgency of work to the definitions outlined below the matrix
determine the priority by finding where the urgency and severity meet. This is the phase priority
to be entered in the priority field of the phase.
1.
Severity
2.
Danger to fire,
health, life &
safety
Direct impact
on University
Operations
Indirect
impact on
University
Operations
All other work
Emergency
1
3
5
7
Urgent
3
5
7
8
Expedite
5
7
8
9
Routine
7
8
9
9
3.
Urgency of Work
Order
Figure 1 – Work Order Prioritization Assessment Matrix
UCF FO SOP version 1, Jun. 1, 14
UNIVERSITY OF CENTRAL FLORIDA
FACILITIES OPERATIONS
STANDARD OPERATING PROCEDURE
Subject: Work Order Phase Priority Procedure
Priority
Description
Timeframe
1
Emergency
Immediate
Response
Immediate threat to fire,
health, or safety risks which
requires immediate response
to protect or save property
and lives. An immediate
response is required to
implement corrective actions
to alleviate the situation;
however, these actions may
not be a permanent repair.
Requests are dispatched via
radio immediately.
2
Code
Compliant
Preventive
Maintenance
Work must
be completed
the day
scheduled.
Overtime
needs
approval
Any PM that is required by
law or by national, state
legislatures or local
municipalities (i.e. NEC,
OSHA, ASME, NFPA, Florida
Administrative Code, St Johns
River Water Management
District, etc.) or Directed by
Facility Operations Senior
Management.
UCF FO SOP version 1, Jun. 1, 14
Description
FO SOP-W03
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Page: 3 of 7
Last Modified: 6/12/20155
Approved: David Norvell 7/2/2014
Examples (but not limited to)
 President/Provost related
requests
 Fire alarms
 Electrical sparks, smoke
 Electrical Outages
 Water Outages
 Broken steam, water or gas lines
 Toilets overflowing
 Person trapped in elevator
 Storm Water flooding into a
building
 Sewage backing up in a building
 Broken, gushing, or misdirected
irrigation device or sprinkler head
 No HVAC systems for animal
facilities, science facilities, and
computer rooms
 Gas Leaks or Smell of Gas
 Food service related deficiencies
that have an immediate impact on
sanitation
 Inoperable locks where a space
cannot be secured
 Broken gate at the president’s
house
 Diesel Fuel Tanks
 Emergency Lights/Exit Lights
 Diesel Generators (used for EM
lights)
 Elevator Inspections
 Fire Protection Systems
 AHU Filter Replacements
UNIVERSITY OF CENTRAL FLORIDA
FACILITIES OPERATIONS
STANDARD OPERATING PROCEDURE
Subject: Work Order Phase Priority Procedure
Priority
Description
Timeframe
3
Urgent
1 – 5 days
UCF FO SOP version 1, Jun. 1, 14
Description
Urgent Situations pose a
threat of personal injury,
equipment damage, or a
serious disruption of
University operations.
Urgent work orders should
be completed within 1 to 5
business days to relieve the
situation before injury
occurs, equipment or
property is damaged, or the
condition worsens. Requests
are dispatched as soon as
possible with technician
response within the same
shift.
FO SOP-W03
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Last Modified: 6/12/20155
Approved: David Norvell 7/2/2014
Examples (but not limited to)
 Broken glass and/or exterior
doors
 HVAC temperature adjustments
(i.e. Hot/cold Calls)
 HVAC not working.
 Toilets/urinals running
constantly
 Loss of refrigerated storage
space
 Toilets stopped up
 Non-emergency elevator repairs
 ADA compliance issues, e.g.
inoperative door opener,
obstructed route
 Inoperative or hard to
lock/unlock door locks
 Inoperative switches, outlets or
lights- (where there is insufficient
lighting)
 Piping or roof leaks, Clogged
sink/toilet/shower/tub
 Loss of Domestic Hot Water or
Cold Water in a residence
(Residence Hall or Rental
Apartment)
 Pest/animal control that poses a
harmful, unsafe condition
 Vehicle Repairs that are urgent.
Such as flat tire, will not start,
burnt out lights, inoperable horn,
seatbelts and brakes not working
properly
UNIVERSITY OF CENTRAL FLORIDA
FACILITIES OPERATIONS
STANDARD OPERATING PROCEDURE
Subject: Work Order Phase Priority Procedure
FO SOP-W03
REV 7
Page: 5 of 7
Last Modified: 6/12/20155
Approved: David Norvell 7/2/2014
Priority
Description
Timeframe
Description
4
Required
Preventive
Maintenance
3 days within
due date
 Belt inspections/replacements
 AHU inspections
5
Expedited
5 – 14 days
Any PM that is directed by a
UCF Policy/Instruction,
Facilities Management, or is
required prior to, or while,
utilizing the facility/system.
When a PM is required but a
definite periodicity is not
called out, UCF will utilize
Engineering Analyses results
(HARA, RCM, Reliability, etc.)
to determine the appropriate
periodicity.
Work that does not fit the
definition of Urgent work but
needs to be accomplished in
an expedited time frame.
This work may be high profile
in nature, have a short
deadline date, or be
requested from a highranking official. An expedited
response shall occur ideally
within 5 – 14 days.
6
Proactive
Preventive
Maintenance
5 days within
due date
Any PM that is performed as
an industry best practice for
the sole purpose of reducing
system downtime, increasing
the system life expectancy
and thus reducing overall
system life-cycle costs (to
include warranty items).




UCF FO SOP version 1, Jun. 1, 14
Examples (but not limited to)
 Corrective maintenance
requiring access to location with
tight availability
 Limited access to resources
required to perform job
 Key Requests
 Service Requests – Requests that
the customer is paying for (i.e.
hanging pictures, whiteboards,
painting offices, cleaning carpets
out of cycle, burn boxes).
 Vehicle Repairs that are routine
in nature and not related to a
breakdown.
Predictive Maintenance
HVAC Cleaning
Chiller Inspections
Humidifier descaling
UNIVERSITY OF CENTRAL FLORIDA
FACILITIES OPERATIONS
STANDARD OPERATING PROCEDURE
Subject: Work Order Phase Priority Procedure
Priority
Description
Timeframe
Description
7
Routine Type I
14 – 30 days
8
Routine Type II
30 – 60 days
Maintenance or Service
items not posing an
immediate risk to facilities,
systems, equipment, or
components and can be
handled on a supervisor
planning and scheduled
basis. Advanced
coordination with the
customer is typically required
to allow scheduling of
personnel and receipt of
materials. Work orders are
processed through
Supervisor Planning as
dispatching of personnel is
not required. Response shall
occur within 14 to 30
business days or less.
Maintenance of service items
not posing an immediate risk
to facilities, systems,
equipment, or components
and can be handles on a
routine planned and
scheduled basis. Advance
coordination with the
customer is typically required
to allow scheduling of
personnel and receipt of
materials. Work orders are
processed in a planned
proactive manner as
dispatching of personnel is
not required.
UCF FO SOP version 1, Jun. 1, 14
FO SOP-W03
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Last Modified: 6/12/20155
Approved: David Norvell 7/2/2014
Examples (but not limited to)
 Broken fixed seating
 Graffiti removal
 Dripping faucets or Showers
 Interior Doors unless security
doors then they are 3
 LS/SFM Work
 Painting (customer requested)
 Floor refinishing
 Set-up for certain special events
 Cracked glass replacement
 Changing light bulbs (where
adequate lighting exists)
 Hang banners
 Minor projects, Shelves,
cabinets,
 Grounds maintenance
 Furniture/office/surplus
property moves
 Inoperative lights, switches and
receptacles
 Shredded paper pick up
UNIVERSITY OF CENTRAL FLORIDA
FACILITIES OPERATIONS
STANDARD OPERATING PROCEDURE
Subject: Work Order Phase Priority Procedure
Priority
Description
Timeframe
9
Deferred
Undefined
1)
Description
FO SOP-W03
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Page: 7 of 7
Last Modified: 6/12/20155
Approved: David Norvell 7/2/2014
Examples (but not limited to)
Work that has been
 Pressure washing
intentionally delayed due to
 Routine painting (non-request)
lack of resources, impending
 Furniture or equipment moving
asset retirement, awaiting
services (Chargeable)
conflict resolution, long-term
access issues, or has been
subject to other
administrative issues,
reviews, or constraints.
Work orders or Projects
placed in this category
require FO Senior
Management Approval.
Table 2 – Work Order Priorities Defined
In order to correctly prioritize the work, please refer to the Flow Chart from the Work Order Management Process Guide 2.0
Prioritize Work Order Process Flow:
NOTE: FAILURE TO FOLLOW THIS PROCEDURE MAY RESULT IN DISCIPLINARY ACTION UP TO AND
INCLUDING TERMINATION FOR INSUBORDINATION.
>>>>End of Procedure<<<<
UCF FO SOP version 1, Jun. 1, 14