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xii How to Manage Maintenance
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How to
Manage Maintenance
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Second Edition
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How to
Manage Maintenance
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Second Edition
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Edward Hartmann
Donald J. Knapp
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Joseph J. Johnstone
Kenneth G. Ward
Contents
1 Organization Structure 1
Introduction
Organization Charts and Reporting Levels
Very Small and Small Organizations
Medium Organization
Large Organization
Managerial Objectives
Resources to Manage
Human Resources
Financial Resources
Physical Resources
Information Resources
Maintenance Costs
Maintenance Department Objectives
Maintenance Department Functions
The Maintenance Manager
The Maintenance Supervisor
Staffing the Maintenance Function
Personnel Ratios
Use of Primary Skills
Area Organization
Rules and Regulations of the Organization
Summary
Review Questions
v
vi How to Manage Maintenance
Bibliography 159
Post Test 163
Case Study 171
Case Study Solution 179
- -
Selected Readings 195
Index 233
Organization
Structure
Learning Objectives
By the end of this chapter, you should be able to:
INTRODUCTION
Driven by competitive markets and new management methods, maintenance
managers face the challenge of adapting to new and better ways of doing
things. The central structure for providing direction to the maintenance
operation is its form of organization. An organization is the administrative
and functional structure of any endeavor, whether it is a department, a busi-
ness, or even an army. Each has it own purpose and objective for existing;
1
2 How to Manage Maintenance
that is what causes the organization to come into being. The administrative
and functional elements are necessary to sustain the prime purpose of the
endeavor. They formulate the regulations, operating procedures, and basic
guidelines for interpersonal relationships; they set controls and lines of
authority. Organizations permit managers to achieve the end result of any
endeavor, namely to get the job done through efficient and maximum utiliza-
tion of all available resources.
Commercial businesses strive to make a reasonable profit; public and
non-profit activities strive to operate in a cost-effective manner. Either way,
the businesses must deliver products or services at optimum cost and on
schedule in order to be judged effective. When one thinks about world class
businesses, however, other factors enter the picture. Factors such as product
quality, environmental obligations, energy management, and the expanding
role of government and regulatory agencies in the workplace are a few of the
newer topics that maintenance managers must deal with directly. The main-
tenance manager plays a significant and growing role in pursuing these and
other issues. Still, in the final analysis, businesses must create a market for
their products or services, and from this market, operating, manufacturing,
and marketing costs are funded. In simplest terms, what remains is the gross
profit, which is increasingly influenced by the impact of activities performed
by the modern maintenance function. Increasingly, traditional organizations
are giving way to new concepts of structure. Self-directed work teams, qual-
ity circles, multi-skilled technicians, cellular work groups, and similar terms
are used to describe some of the changes. More and more, decision making
is being pushed down to the levels where work is actually done on equip-
ment and systems. Knowledge and training are becoming crucial to the abil-
ity of maintenance personnel to keep up with modern complex equipment
and systems.
Maintenance managers, then, become essential in keeping the cost of
products and services at an optimum level through effective management of
the resources for which they are responsible. More than that, to effectively
manage support resources, maintenance managers must not only become
part of the senior management team and play an expanding role in fulfill-
ing the objectives and strategy of the business, they must also provide
ongoing leadership in implementing modern management techniques in
the maintenance function itself. This may be a novel concept to some
maintenance managers who have previously operated at some distance
from policy-making levels or have followed traditional methods of organi-
zation and authority. However, the changing impact of the maintenance
function is more evident each day. The purpose of this course, then, is to
develop insights into how best to achieve this role. In this chapter we will dis-
cuss the importance of organization as an instrument for managing resources
and achieving objectives, and the importance of maintenance management in
controlling resources. Because people are undeniably the most important
resource, the manager's role in this regard will be emphasized. We will also
look at the many functional responsibilities common to both large and small
organizations.
3 How to Manage Maintenance
Medium Organization
A typical medium-size manufacturing plant organization is shown in
Exhibit 1- 3. The maintenance group would typically have 2 5 to 40 people.
4 How to Manage Maintenance
5 How to Manage Maintenance
6 How to Manage Maintenance
7 How to Manage Maintenance
8 How to Manage Maintenance
In this example, the maintenance work is still centralized, but there is also a
central shop. There are more personnel to manage various support func-
tions, and the maintenance organization reports to a plant engineer, not to
manufacturing. Construction and some engineering might still be con-
tracted out. This is a practical organization because the natural affinity of
engineering and maintenance is effective.
Large Organization
In much larger plants, the engineering department might be pulled out of
maintenance to stand alone, and larger support activities might be adminis-
tered by business-oriented managers instead of engineers. Maintenance could
be a department of 100 people or more. A large plant might do all of its own
maintenance work, as well as small to medium construction work and only
contract out large projects to avoid building up too much internal construction
capability. An organization chart for a large plant is shown in Exhibit 1-4.
Clearly, large plant maintenance contains many more organizational functions,
and work is typically set up along geographic or functional areas to interface
with production units.
The maintenance support functions in a large plant might include engi-
neering, purchasing, and stores. These might report to maintenance or
another department depending on which activity is the chief user of the func-
tions. In very large organizations, these services are widely used by all and are
better utilized if discharged through a central organization.
MANAGERIAL OBJECTIVES
It is not enough for a manager of a department to excel technically. Because
most maintenance managers are technical persons, management already
assumes they excel in technical areas. A maintenance manager is also
expected to increase productivity and improve the technical excellence of the
organization. It takes exceptional management skills to accomplish this.
The transition from being a technical expert to a manager of a technical
organization is shown in Exhibit 1-5. For a smooth transition, a manager
must understand the overall objectives of the organization.
The objective should not simply be to get the job done: It should be to
do :a better job by knowing why the job is being done. As in technical trouble
shooting, it is important to look past the effect and find the cause.
For example, top management might include the following in this year's
overall company objectives:
The transition from a purely technical responsibility to the management of that technical group,
right up to a company's top executive, is well illustrated in this exhibit. The vertical lines intersect
the division of technical responsibilities and managerial responsibilities to indicate how manage-
ment skills take precedence over the technical skills as a person becomes more involved in higher
levels of responsibility. These vertical grids, numbered one through six, might be identified as fol-
lows:
1 Technician (or hourly mechanic). In this position there is some need to manage both work and time.
2 Engineer (accountant, nurse, and so on). Each position requires some type of technical responsi-
bility that demands some management of time, work, and important decisions.
3 Engineering Manager (first-line manager, foreman, accounting supervisor, and floor charge
nurse). Each of these positions manages a highly technical activity with a direct technical respon-
sibility, and there is an increase in managerial requirements.
4 Functional Manager (maintenance manager, plant engineer, accounting department head, hospi-
tal head nurse, and production superintendent). The scope is increased over that of grid 3,
though there is often overlapping of 3 and 4. With the increased scope comes the increased need
to manage all of the resources assigned to these positions.
5 Middle Manager (plant manager, assistant controller, division manager, hospital administrator,
and division, or corporate, engineering manager). The scope of responsibilities has now
increased to include the responsibility of other functional organizations. The technical knowledge
required includes an understanding of many technical functions. It becomes even more important
to administer and make decisions affecting many areas.
6 Top Executive (has a background in one of the other disciplines). Must manage (lead) all other
functions and develop the strategies of long- and short-term business planning. Like any other
manager, the top executive must know how to manage the human resources who provide the
i nput for the major decisions to be made.
10 How to Manage Maintenance
Of course, many more objectives could be shown, such as quality and pro-
ductivity improvements, increases in equipment uptime, facility improve-
ment, reorganization plans, etc. And those listed above may require even
more involvement to achieve their ends. For example, expanding markets to
Europe may necessitate certification that the plant has implemented the pro-
visions of ISO 9000, a standard published by the International Standards
Organization, concerning manufacturing operations and materials sourcing.
The maintenance function would play a major role in getting the plant certi-
fied to comply with this standard.
These sample objectives relate to key business activities and can be asso-
ciated with the eight key areas for which management author Peter Drucker
suggests an organization must set objectives. These are:
These eight key areas can be matched with the five company objectives
previously listed, possibly as: A=6, 7, 8; B=1, 3, 6, 7, 8; C=1, 5, 6, 7, 8; D= 2, 4;
E= 2, 3, 4. Once the manager understands and identifies with the company's
overall goals, true management takes shape. At this point, no matter what
function is undertaken, the manager begins to run a business.
Understanding and identifying with the overall goals or objectives is not
the responsibility only of the maintenance manager or other functional man-
agers. A true test of top management is found in how effectively the organi-
zational goals are developed and communicated to all levels of subordinate
management. A company that clearly defines "where it is going" sets guide-
lines that can motivate all sectors of the organization. This is important
because an organization doesn't just grow by itself it grows because of people
who bring it into being and who are the main reason it sustains itself.
RESOURCES TO MANAGE
The usual resources connected with an enterprise include:
Human Resources
Human resources are people-complex and different from one another.
They are by-and-large capable and proud and want the same respect the
manager desires. They need to be clearly shown what is wanted, and they will
do the job. People are generally motivated; the manager's job is to create an
environment in which people can achieve and, when they do, reward them
with recognition. A good manager also shows genuine concern for people,
which leads to their trust and commitment to managerial decisions and lead-
ership. Personnel at all levels have a great desire to be part of the decision-
making process. This is especially true in newer types of organizations men-
tioned earlier in this chapter. Maintenance managers must strive to involve
maintenance workers in the decision processes affecting their daily work
lives. This involvement is primarily a matter of communications, but also it
requires re-thinking issues of trust and respect among the various levels of
the organization.
Financial Resources
A good manager is concerned with the costs of getting the job done and
instills in the workforce the same concerns. To get the maximum contribu-
tions from others, a manager plans and schedules work, develops standards of
measurement and productivity, and makes sure the true costs of activities are
known. Financial control requires exercising effective leadership as well as
developing and enforcing firm but fair discipline.
Physical Resources
The heart of the maintenance function, the reason for its existence, is the
physical resources. A maintenance manager who feels responsibilities beyond
day-to-day problems is more likely to achieve the major role of assuring the
vitality of all physical assets. This larger role is another exciting aspect of
managing an organization: it is not only more interesting than the necessary
daily routine work (which managers must do well), but it gives a manager the
satisfaction of contributing to the overall objectives of the organization.
Information Resources
Our entry into the information age has been accompanied by an explosion of
facts, figures, and large amounts of data that may or may not assist the man-
ager in getting the job done effectively. Information is generally regarded as
helpful; however, one of the skills a modern manager must achieve is to study
large amounts of information and determine which items are truly helpful in
achieving the objectives of the maintenance function.
MAINTENANCE COSTS
The costs of maintenance can vary from 5 to 40 percent of the total cost of
producing a product or service. The wide range derives from the nature of
12 How to Manage Maintenance
the enterprise, the way costs are recognized and accumulated, and the effi-
ciency with which work is carried out. Yet maintenance is only one of the
costs associated with total costs. In a manufacturing process, for example,
functional areas beyond maintenance claim portions of the total costs,
including:
Every unit that is produced contains a share of these costs. This is why
each manager has an important responsibility to control costs. A mainte-
nance manager is primarily concerned with controlling labor, materials,
and overhead costs. In a labor-intensive industry, the overall costs of main-
tenance will generally be lower than in a capital-intensive industry where
there is more equipment to maintain and support. Yet each situation, large
or small, requires the same managerial functions within the maintenance
function to keep costs under control. Another effect of maintenance on
overall costs is that poor equipment reliability and poor equipment perfor-
mance combine to affect product quality and rate of production. Thus,
inadequate maintenance can generate production costs that are many times
greater than those attributable to maintenance labor, materials, parts, and
overhead.
Other functions could be added to the list. The point is that many of
these functions are universal to any organization. Some maintenance depart-
ments will be more involved than others in these, depending on their size and
the critical nature of their responsibilities. In this list, the activities unique to
maintenance are repairs, engineering, preventive maintenance, and work
management. In some cases construction/remodeling is also included. These
are the basic technical functions of the maintenance department. The
remaining functions on the list are generally performed in any well-managed
organization. Unfortunately, some maintenance organizations focus on the
technical areas only.
Management activities (or tools) that support management functions,
include:
Operating procedures
Work orders
Management reports
Tracking of current and future work
Data and information retrieval
Priority setting
Regulations
Leadership skills.
Demonstrated planning skills.
Understanding of such systems as work orders and priorities.
Personal communications skills (both verbal and written).
Ability to sketch or diagram work to be done.
Respect for peers, subordinates, and superiors.
Ability to grasp and analyze figures.
Innovation skills.
Understanding of human nature and motivation.
PERSONNEL RATIOS
One of the questions frequently asked is: "What should the ratios be for
supervisors (or other supervisory personnel) to skilled or non-skilled, hourly
personnel?" Once again, the type of enterprise and equipment involved cre-
ates ratios that are unique to the case being evaluated. The ratios within a
plant can vary, too. For example, a machine shop in a central location, sup-
17 How to Manage Maintenance
porting the maintenance function, may have twice the number of hourly
machinists for each supervisor as an electrical shop that is dispatching electri-
cians to various parts of the plant. The obvious reason might be that all
machine shop supervisors are supervised from one location, while the electri-
cians work in many locations. Similarly, a very specialized skill, such as elec-
tronic instrumentation, might require fewer hourly employees per supervisor
because of their greater technical expertise, even though their work might be
performed in just one shop location.
The following ratios are for typical work situations. Each example repre-
sents one supervisor.
do otherwise. It is helpful if a worker who repairs a motor bearing can also use
simple skills to remove a guard, disconnect motor leads, remove the motor
from its mounting, and return it to the shop. In such a case the worker uses
primary skills to actually replace the bearing.
However, use of multi-skills could be a delicate situation in some work
environments, particularly in a unionized organization, because this practice
might threaten the job security of other workers. Breaking the overall job into
many smaller pieces, with each piece accomplished by a separate person or
skill, is highly inefficient. Often this arrangement is not even a part of the
established labor agreement, if there is one; many times it is merely the result
of shop practices and precedent. This is but one example of why the employee
relations function must be understood by both the maintenance manager and
the supervisor.
A more appropriate evaluation of skills usage in modern facilities might
center on the need to hire workers who possess trouble-shooting and diagnos-
tic abilities rather than traditional craft knowledge. Newer equipment
requires workers who can analyze complex problems involving a variety of
technologies (e.g., computer, hydraulic, mechanical, and electronic) and direct
responses from a team of varied support personnel. Straight craft work, once
the backbone of most maintenance organizations, is giving way to generalists
and specialists who can work together to solve problems quickly and effi-
ciently. Modem technicians require training in recognizing modes and causes
of failures; data collection and analysis; and new technologies for equipment
surveillance and condition monitoring.
AREA ORGANIZATION
Many maintenance organizations have some form of area assignment.
operating managers must become familiar with these areas and implement
the provisions of the rules and regulations as effectively as possible.
Moreover, systems used to manage maintenance (such as work order, pri-
ority, data retrieval, etc.) must have written procedures if they are to be univer-
sally and effectively implemented. Many routine job tasks (such as preventive
maintenance, equipment shutdown, safety policies, planning, etc.) must also
have procedures. For example, safe replacement of a motor might require tech-
nical procedures dealing with motor shutdown, lockout, and tagging.
Many rules and regulations apply to all functions in a plant and can be
written by others; however, the day-to-day maintenance operating procedures
should originate within the maintenance organization, usually with the individ-
uals responsible for the activity or function. Some maintenance procedures
affect other organizations, as well, so their input should be included. The easi-
est way to develop maintenance procedures is to write them down simply and
attach a flow diagram, showing each step as a numbered statement. The pre-
parer should never assume that someone else knows or understands what is
being described; all essential details should be defined and described.
SUMMARY
Maintenance management is essential to facilities that wish to keep their
equipment running smoothly and their costs down. Today's maintenance
managers are expected to adapt to the challenges of increasing productivity
and improving technical excellence, while keeping up with ever-changing
markets and management methods. The key to achieving this goal, whether in
small or large organizations, is to establish the appropriate organization for
managing the maintenance function and for maintenance managers to
become part of the senior management team: maintenance managers must
understand the overall objectives of the organization.
Effective management of an organization's resources-human, financial,
physical plant, and information-is also key. It is not enough for a mainte-
nance manager to simply get the job done; he or she must motivate the work
force, assure the vitality of the plant's equipment, and wisely use the
information resources available today. And because maintenance costs can run
from 5 to 40 percent of the total cost of producing a product or service, it is
especially important for the maintenance manager to control costs. Inade-
quate maintenance can generate production costs that are many times greater
than those attributable to labor, materials, parts, and overhead.
All of this can be achieved by setting maintenance department objectives,
which should guide the functional activities of the department and reflect the
overall goals of the organization. But the most important part of the objective
is to get the job done effectively, to do so, the maintenance department must
codify the various functions and activities typical to its organization. And, of
course, it is important to select the right people, in the right numbers and
with the right skills, to carry out the maintenance function-from the mainte-
nance manager (sometimes called the plant manager) to the maintenance
supervisor to the skilled and nonskilled maintenance personnel.
21 How to Manage Maintenance
4. An overall company objective is not simply getting the job done, 4. (c)
but also:
(a) assigning the workload properly.
(b) designing an appropriate organization chart.
(c) knowing why the job is being done.
(d) none of the above.
22 How to Manage Maintenance
Learning Objectives
By the end of this chapter, you should be able to:
INTRODUCTION
The maintenance budget is the instrument for controlling important finan-
cial resources that are necessary for running the maintenance department.
Budget administration employs various accounting procedures and com-
puter-based systems to help manage, control, and measure departmental
effectiveness. Budgeting can also be used as an effective planning tool for the
coming year's activities as well as for pinpointing responsibility. Every
department within an organization-production, maintenance, administra-
tion, services, marketing, sales, and others-should have a budget to deter-
mine the overall cost of doing business. Some of the more traditional budget
activities will be discussed in this chapter.
As facilities become more automated and equipment more complicated,
maintenance costs become a larger part of the cost of operations. At the same
23
24 How to Manage Maintenance
time, labor costs tend to fall, in terms of unit of product produced or service
rendered. The maintenance budget, therefore, becomes increasingly impor-
tant in the financial planning of most organizations. To reflect these changes,
maintenance budgets are gradually evolving from collections of line item
accounts that show planned expense and capital spending, to more specific
types of documents oriented in a variety of ways to better display and evalu-
ate spending plans. These might include budgets for cost centers, profit cen-
ters, single or combined programs, new technology applications, selected
customer sector activities, and other specialized budgets for pinpointing cer-
tain cost or investment targets. However, the maintenance manager should
bear in mind that the maintenance budget should be tied to the overall orga-
nizational objectives of the business. This means that future plans or strate-
gies must be considered in formulating the total funding that maintenance
needs for developing and delivering proper support for the departments out-
side of the maintenance area. The aim of integrating maintenance with over-
all budget planning is to avoid maintenance shortfalls that might impact
production or service costs in other areas of the business.
costs in the period , reported in this sample budget scheme. One column of
numbers is the budgeted amount, the other is the variance. There is also a
Year to Date actual and variance to the right of the Subtotal heading. The
minus sign in the variance columns represents overspending; therefore, if
there is a negative sign in the variance column, it means "over budget." A neg-
ative sign in the actual column means a redistribution or transfer to another
plant account.
Next, look at the figures in the actual and variance columns under
Period. Add the actual (20,048) to the variance (2,893). (Add because there
is no minus sign.) Multiply this total by 13, the number of accounting peri-
ods. This amount will be equal to the total for the actual and variance
under Year to Date. Remember, this sample is a year-end report. The Year
to Date variance, therefore, indicates that $30,226 of the operational mon-
ies budgeted were not spent at the end of the year.
After redistributing all appropriate accounts (Distributive Expense-
Credit) to various other plant departments, the actual Year to Date cost
(Grand Total) chargeable to the maintenance department was $12,946, and
was still $23,207 under budget (Year to Date variance) for the end of the
year.
Although this is a sample budget for a small plant, it is the same type of
budget that would be applicable in a larger plant. The various ratios appear
normal (labor to fringes, labor to overhead, labor to material, etc.). The
amounts budgeted in each o the accounts are estimates, and the actual
expenses can be expected to vary as the expenses are incurred during the
periods. The size of the variances in the line accounts and the grouping
subtotals are often used as a measurement to determine trends, reflecting
how well the maintenance function is being managed. Using a specific
account to quantify the cost of labor helps to identify areas of excessively
high or low activity. For example, a high expense portion of capital work
could be jeopardizing the preventive maintenance program.
In this sample, the plant's overall energy budget is controlled outside
of the maintenance department. The more usual case is that the plant's util-
ities are part of the maintenance budget. When this is so, they must be
treated as a maintenance responsibility, but should be redistributed to the
various departments on a pro-rata share of the projected annual usage.
Thus, a more accurate picture of every department's cost in the manufac-
turing of each product, or in providing a service, is given.
When the budget has been completed, approved, and placed in opera-
tion, each maintenance expense is charged against one of the line accounts.
This accounting is extremely involved because of the relatively large num-
ber of accounts needed to properly reflect the maintenance activity. Since
the maintenance function will report work and materials used, and the
accounting function will charge the dollars to the budget, it is necessary
that both departments understand the definitions of the line accounts. The
first thing to do when preparing a budget is to check the definition of each
item in the chart of accounts and make sure estimates are based on mutual
understanding.
29 How to Manage Maintenance
technology implementation, and other special projects that add to the corpo-
rate financial investment (capital). This budget does not contain funds for the
day-to-day cost of doing business. The capital budget consists mainly of
defined projects, their priority and estimated cost, and expected start and com-
pletion dates. Detailed information is often attached for supporting documen-
tation. The budget is used for planning and as a tool for obtaining approval for
special funds for these projects in the future. The capital budget provides an
overview of approved requests and is included in corporate financial planning.
Local accounting personnel should be consulted for assistance in defining
which projects are considered capital and which are considered expenses.
Overstaffing
The capital budget is variable and changes from year to year. If some main-
tenance personnel are scheduled for capital work, it is important to guard
against overstaffing resulting from deferment of capital work. Conversely,
understaffing of critical maintenance activities can result from diversion of
labor to capital projects. Once new capital expenditures are completed, it is
not often possible to retain workers hired to perform capital project work
as regular maintenance employees. Exhibit 2 -2 shows the effect of this sit-
uation.
DEFERRED MAINTENANCE
Deferred maintenance includes capital projects and regular maintenance
work that is needed but has not been done for a number of reasons. It may
include repairs, preventive maintenance, and routine tasks in addition to cap-
ital work. For instance, when capital work is performed by workers who are
"budgeted" to perform regular maintenance, this is considered deferred
maintenance. Or, if the existing workforce simply does not get a job done,
either because of a staff shortage or because the group knowingly put it off,
this is also considered deferred maintenance. A good way to avoid deferred
maintenance is to plan for capital work by outside contractors, thus preserv-
ing existing staff for regular maintenance work.
Fixed maintenance costs would be the historic efforts required for the predictable daily equip-
ment, building, and grounds maintenance. Fixed costs would include utilities and the annual rate
of inflation.
Variable maintenance costs would include activities such as a project (expense or capital)
that the maintenance department might become involved in on a periodic basis. There are
unpredictable elements, so it is difficult to accurately staff for this activity. In addition, these vari-
able elements have irregular beginning and ending periods, which result in demands for labor as
indicated in the sawtooth curve. At the apex of the sawtooth curve, the fixed maintenance must
give way to the variable demand for labor. This is when the preventive maintenance program
suffers.
Because of the irregular demands, even if variable and fixed costs are budgeted for and the
staff is on the payroll, overstaffing occurs when the project is completed (bottom of sawtooth
curve). One solution is to contract all of the major variable activities.
Utility accounts, such as fuel, water, and electricity, may be charged to all
departments or left in the maintenance budget only, depending on company
policy.
In the second system, the maintenance department prepares the budget
and is accountable for the maintenance costs of the entire facility. In this
case, the maintenance department must bear more responsibility for high
maintenance costs. Both systems require close consultation between the
maintenance department and its customer departments while the budget is
being developed.
Many variations on these two systems are possible. Most organizations
wind up with a hybrid responsibility arrangement for preparing the budgets.
The main goal should be to develop a budgeting system that works for the
organization in question and provides the right amount of accountability
along with visibility.
32 How to Manage Maintenance
Variances from the year-to-date and monthly budget amounts in the cur-
rent budget should be reviewed. If they are significant, explanations for
this should be sought in order to avoid underestimating next time-
unexpected events or incorrect charges might be the causes. If funds were
underexpended, the account should be reduced next time. Remember, the
budget is the best estimate of projected actual requirements for funds and
should not be set so high that it takes care of major breakdowns or other
possible extreme occurrences. Another series of budget accounts should be
set up for gathering charges for these situations.
It is also a good idea to compare average period charges in the line account
with individual charges to determine possible trends. An account may
increase or decrease from period to period and significant differences might
indicate a mischarge or a special technical problem. For example, a sudden
period increase for parts might signal a price change or, perhaps, an impend-
ing wear-out situation. Either way, the cause for the change in charge activ-
ity should be investigated. The future budget might have to be adjusted.
The effect of variables (such as special projects mentioned earlier) on each
line item must be considered when reviewing and preparing each account.
Changes may be required in the amount budgeted for each line item
account. For example, it might be determined that an additional pick-up
truck will be needed at mid-year. Therefore, it would be wise to increase
the accounts that will be charged for gasoline, oil, and other maintenance
services for the last six months of the year.
Overall price changes caused by fluctuations in the economy can have a
significant effect on the accuracy of the maintenance budget. A mainte-
33 How to Manage Maintenance
If there is a good system in place now to record the accurate charges and
history of maintenance activities, the new budget projections for next year
will also be more accurate. This is discussed in more detail in Chapter 3. A
budget may be a good planning tool, but it is not an effective measure by
itself. Other measures and regular reports are needed, which will be dis-
cussed further in Chapter 8.
SUMMARY
Once the budget has been prepared and approved, it becomes a valuable
management tool. The process of preparing a budget leads to preparation of
detailed action plans for implementing its various parts. Even if these plans
are informal, they will present a clearer picture of forthcoming activities and
their costs, and will help the manager comply with the budget.
As the budget year unfolds, variances from the budget will be one of the
first clues to show if spending is being controlled. Moreover, examination
and correlation of actual versus budget by line item codes each month is an
excellent way to use the principle of management by exception. Unexpected
variations can be significant in more than just a financial way. For example, if
Preventive Maintenance-Labor is well below budget, either the work is not
being done, or, worse yet, it is being charged in error to the routine repairs
account. A large cost variance for parts might signal some serious mechanical
deterioration, or it might only reflect a new motor being mischarged to
expense when it should have been charged to a capital equipment account.
Any large departure from budget is cause for investigation until a reasonable
explanation for the variance is found. Maintenance costs are often substantial
and maintenance personnel are highly visible in the facility. Therefore, to
avoid a great deal of comment and criticism about the maintenance function,
it is wise to spend time preparing and using an accurate budget to demon-
strate effective management of a complex and costly operation.
34 How to Manage Maintenance
1. The budget deals with the everyday cost of doing busi- 1. (a)
ness, while the budget provides funds for non-recur-
ring projects.
(a) expense ... capital
(b) expense statement.. . facility
(c) working ... contracted
(d) personnel . . . plant operations
6. Actual charges to the line accounts in the expense budget are made 6. (b)
by the department.
(a) benefiting
(b) accounting
(c) personnel
(d) maintenance
.0. The maintenance budget is a that shows the expected 10. (a)
cost of labor, materials, and associated charges required each
month (or period).
(a) detailed financial plan
(b) management policy statement
(c) legally required document
(d) manager's vision statement
Systems
for Control
Learning Objectives
By the end of this chapter, you should be able to:
INTRODUCTION
Use of the basic work order, priority, and record keeping systems is a pre-
requisite for effective maintenance management. All three are closely
related and using all three together in a disciplined systems approach is one
of the fundamentals of maintenance management control. Although most
maintenance organizations now use computer-based management systems,
the basis for good management control is still universal. The manager
should carefully analyze the maintenance control challenges in the particu-
lar organization and design systems that most effectively meet those chal-
lenges.
37
38 How to Manage Maintenance
those functions. Each system is integral to the overall control program. When
one system is neglected, the effectiveness of the others is reduced. But the one
system that interfaces with all others, and influences the others the most, is
the work order system.
The work order may be used for planning, communicating, directing,
recording, and tracking the majority of maintenance work activities. All essen-
tial elements of good management are tied up in this single document.
Work orders, whether produced manually or by computer, are similar in
appearance. Exhibit 3-1 shows an example of a typical non-computerized
work order format. If not produced by a computer, a work order generally is
issued in several copies, each copy usually different in color. Typically, copies
go to the person (or team) doing the job, the supervisor, and the work control
office; others may go to the originator of the request or people associated with
accomplishing the work.
In the example shown, four copies are indicated: originator, open copy,
closed copy, and work copy. They are used as follows:
The originator starts the request by entering all pertinent information and
submitting it to maintenance. The originator keeps a copy for follow-up.
(In computerized systems, this copy may be eliminated in favor of a report
listing open work orders by client department.)
The open copy is reviewed and completed by the maintenance supervisor,
the coordinator, or planner. In manual systems, it is kept in a backlog file
of open orders; if computerized, it is passed to data entry to generate open
order/backlog reports.
The closed copy is retained by the supervisor, coordinator, or planner until
the work is completed. Information supplied by the person(s) doing the
job (such as cause, effect, downtime, work done, parts used, and comple-
tion details) is entered. In modern computerized systems, the worker who
does the job might enter this information directly into the computer, and
the supervisor or others could review and add other pertinent details
before closing out the order.
The work copy serves as the actual order to perform the work and provides
instructions for the worker who does the job. It generally contains suffi-
cient information to act as a plan for the job. For larger jobs, however, a
planning sheet and drawings (discussed in Chapter 6) accompany the work
order.
Work order numbers (or authority numbers) are used to track work
requests. For larger jobs, the work order number can be adjusted or modified
with suffixes to identify and assign different elements of a job or project (such
as utilities, piping, construction work, or electrical shop). These suffixes can
also be used to identify the points on project management diagrams, such as
those generated by CPM or PERT systems (computerized work scheduling
programs).
Cost Information
Cost information related to work order activity generally comes from two
separate documents. These are the job card (or labor ticket) for labor
expended; and the stores issue slip for materials used. (The job card and labor
ticket might be two separate documents in some organizations.) In any event,
it is the work order number that pulls the information from these sources
together. This allows costs for material and labor to be distributed to accounts
such as: type of work, cost center, crafts, equipment, department, or capital
projects.
For example, the job card or labor ticket shown in Exhibit 3-2 is filled
out by each person who has worked on the job order. (For on-line, real-time
computerized systems, workers might do the same thing by entering the
information on a computer terminal located somewhere in the facility.) The
work order number, employee number, and skill code identify what job is
being reported on and who did the work. The supervisor usually reviews and
verifies the information before it is sent forward; the planning function might
also review it to check estimated times. Overtime is segregated by type (such
as time-and-a half, double time, etc.), as it might require special authorization
or review.
41 How to Manage Maintenance
42 How to Manage Maintenance
In simple one- or two-person jobs, the work order itself can be used for
capturing the actual time and skill codes used. If the job is more extensive, the
job card or labor ticket method of recording information is more successful.
As with labor, material usage information might also be entered in a com-
puterized system. If not, a stores issue slip, shown in Exhibit 3-3, is prepared.
It shows the unique work order number, the material issued, and the cost allo-
cated. Some computerized systems store the price of each item, so only the
part number (or kinds/amounts of materials used) and work order number are
43 How to Manage Maintenance
Source of Communication
As noted earlier, active work orders communicate to all parties what jobs are to
be done, when, where, and by what method. When jobs are finished, a com-
pleted work order serves as a form of communication for updating historical
data files. It is important to capture relevant information concerning equipment
items on which work has been performed. The more complete and accurate the
information, the better the planning and scheduling is for future work.
In-process work orders (for jobs scheduled but not yet completed) serve to
communicate time allocations for the skills needed to complete upcoming jobs;
they also serve as a source of backlog information for the entire future mainte-
nance load in the facility.
Exhibit 3-4 shows a typical work order flow diagram. It shows, for every
request made, the steps taken and the personnel involved in completing and fil-
ing a work order. (The one major exception to the rule of "a work order for
every request" would be when a request for a response to an emergency is
received. An emergency is defined as an interruption of vital equipment or ser-
vices or a serious safety situation. In that case, the maintenance response should
be started without a work order, and documented later as time permits.)
Exhibit 3 -4 depicts the flow of a manual work order system; a computer-
ized system would be similar, but some of the "flow" might be accomplished
within the computer, thus saving time, effort, and cost.
Many maintenance managers complain that producing a work order for
every job performed creates a blizzard of paperwork, particularly since the
majority of jobs are small. Further, they allege it "takes more time -. to prepare
and document a work order than to do the work." Studies coonductedin dozens
of plants over a 10-year period show that the type of industry has an impact on
the difference in hours required for large or small jobs. Indeed, on the average,
60 percent of work orders represented only 10 percent of the time spent in get-
ting all work done. Exhibits 3-5 and 3-6 show the results of two such studies.
The argument to remember in favor of work orders is that they help manage-
ment guarantee plant integrity; protect investments; help ensure safety; follow
government regulations; avoid legal liability; and promote good management
principles, training, and quality guidance. These and other strong reasons sup-
port the goal of having most, if not all, work directed via a well-designed work
order system.
they usually relate to small jobs. Generally, the service order is a formal
request for work to be done by authority of a standing work order for a
given department or cost center. While the request itself is important for
maintaining control and discipline, it also provides some flexibility in order-
ing the work to be done. Service orders should be scheduled like any other
work to maintain control and avoid an overabundance of emergency
requests. And they should be closed out like regular work orders to provide
visibility on labor and cost distributions and pertinent history entries to
equipment files.
Small Jobs
Each service order should be identified by a unique number that ties it to a
larger, or standing, work order. The requester need only use the assigned
46 How to Manage Maintenance
service order number to initiate the job, get required approvals if necessary,
and describe what work or task is being requested. To effectively employ
service orders, each organization must decide what size job or task is to be
covered by each service request. Generally, the service order is used for jobs
that represent about 10 percent of the total hours, yet account for more
than 50 percent of the paperwork. In all probability, these are jobs requir-
ing one to four hours or less of labor. In one plant, 70 percent of the work
orders may represent 18 percent of the workload, and those jobs usually
take less than four hours each.
I. Originator:
A. Prepares work order request and completes all information available
or pertinent at the time.
47 How to Manage Maintenance
IV Supervisor (foreman):
A. Reviews scheduling and planning and details of job.
B. Assigns work to a selected employee.
C. Supervises work, serves as resource, expedites changes.
D. Ensures job is completed to the satisfaction of the customer.
E. Reviews completed work order, returns it to control center.
E Reconciles labor charges with proper jobs.
G. Reviews weekly reports and seeks performance improvements.
V Mechanic (technician):
A. Performs work directed by the work order.
B. Records time and materials used on correct forms.
C. Writes comments and delay information on the order.
D. Requisitions additional materials as needed.
E. Records completion date, downtime, cause and effect, and other
appropriate information.
F Reviews work with supervisor, requester, and other appropriate per-
sonnel who are involved with the job or its effect.
48 How to Manage Maintenance
VII. Accounting:
A. Distributes expense information against designated accounts, cost
centers, programs, areas, user departments, etc., as directed by
management.
B. Reviews cost and budget information and variances.
PRIORITY SYSTEMS
Priority systems help establish the importance and, consequently, the order
in which maintenance jobs should be performed. It is evident that a well-run
maintenance function cannot operate effectively without a priority system to
which all affected parties have agreed. To maintain support and commitment,
the system must be developed with input from all sections of the facility. This
leads to more objective thinking in the assessment of priorities and type of
work values, and in the order in which work will be done. Even the simplest
priority system is better than none.
The most important aspect of a priority system is the frame of reference
it provides for scheduling work. Jobs that are most important or critical to
the operation of the facility or plant should be done first. Logically, jobs that
are necessary, but do not require immediate attention, should be scheduled
for a future date. Central to every priority system is some concept of safety,
and safety-related jobs must be assigned top priority. In most maintenance
priority systems an identifying number or symbol is used to designate a
period of time during which a work order request is to be completed.
49 How to Manage Maintenance
1. Emergency-now.
2. Urgent-within five days.
3. Routine-five to ten days.
4. Deferred-two to five weeks.
50 How to Manage Maintenance
REPORTING SYSTEMS
Effective management requires the use of current and historical information
to assist in making technical and business decisions in maintenance. Good
information helps avoid guesswork. Reporting systems are the channels
through which appropriate information flows to the people who need it to
make informed decisions. The nature of maintenance is such that reporting
systems figure heavily in daily activities.
Every level of management uses information in making decisions. Some
examples of decisions related to maintenance activities might be:
These sources provide a wide array of detailed information that form the
basis for routine or special reports, including:
SUMMARY
The maintenance organization has many functional responsibilities and uses
a number of integrated systems and procedures to manage those functions.
The basic work order, priority, and record keeping systems are fundamental
to maintenance management control. Whether these systems are computer-
ized or manual is simply a matter of degree of sophistication, although today
most maintenance departments do use computerized systems, which can rap-
idly process information.
Work orders are usually used for planning, communicating, directing,
recording, and tracking work activities, and may come from sources both
within and outside of the company. They give the maintenance staff such
information as where the work should be performed, what method to use to
get the job done, and what priority each job deserves. Work orders also pro-
vide information on scheduling and cost and are helpful in compiling man-
agement information reports, upon which corrective action might be taken.
Priority systems are used to establish the importance and, thus, the order
in which maintenance jobs are performed. Typical priority systems are the l,
2, 3, 4 System and the Alpha Numeric System. Central to both of these sys-
tems is the concept of safety; safety-related jobs are always assigned top pri-
ority, followed by jobs that are most critical to the operation of the facility.
Even the simplest priority system leads to more objective thinking about the
order in which work should be completed.
Record keeping, or reporting, systems are channels through which
appropriate information flows to the people who need it most. These systems
allow managers to rely upon historical data regarding staffing, equipment
operating costs, work order requests, and so forth, when making mainte-
nance decisions and preparing routine or special reports.
55 How to Manage Maintenance
5. The work order system is the chief source of all historic data. This 5. (d)
helps in decisions concerning:
(a) costs and budgets.
(b) design and replacement needs.
(c) schedules, estimating, and planning.
(d) all of the above.
56 How to Manage Maintenance
10. A basic element of priority systems is that jobs involving 10. (c)
must be scheduled for earliest possible completion.
(a) production
(b) personnel comfort
(c) safety
(d) large projects
Inventory:
Parts and Materials
Learning Objectives
By the end of this chapter, you should be able to:
INTRODUCTION
If labor is available but parts and materials are not, necessary work cannot be
performed, contributing to costly downtime. On the other hand, an over-
abundance of materials in inventory can be costly, running as high as 20 to 40
cents on the purchase dollar each year. So optimal purchase and storage
efforts are valuable considerations. Typically, stores follow the 80/20 rule: 80
percent of the items stored represent 20 percent of the total inventory value.
Conversely, 20 percent of the items represent 80 percent of the value. How
to control and optimize this distribution is a key concern. Maintenance man-
agers must manage inventory with an understanding of inventory control
methods, storage techniques, and a knowledge of what, when, and how much
to order and hold in stores.
57
58 How to Manage Maintenance
outside resources, or vendors, where other kinds of items are kept in stock.
This example is limited. For a large maintenance organization responsible
for many kinds of equipment (plant, production, laboratory R&D, and
other equipment and systems), the list could contain hundreds of categories
and thousands of items.
2 AS
EOQ =
IC
where:
The EOQ formula can be used to determine the most economical quantity
for the purchase of equipment, parts, or materials. For example, using the
following values, the EOQ for an order of spare parts is:
The calculation shows that the most economic purchase quantity would be
200 units:
Bar coding is useful for identifying items in the inventory, as well as for
identifying equipment and systems throughout the facility. This technique
is virtually error free and is easily integrated with computerized programs
for inventory control. Bar codes permit positive, errorless data capture of
transactions in the storeroom and in the field. There is a substantial cost for
setting up a bar-code program, but that investment is quickly offset by bet-
ter control of the inventory, more accurate transaction data, fewer mistakes
in part usage, and more confidence in the contents of the inventory.
STORES CATALOG
The storeroom organization can provide a parts and materials catalog that
enables users of the maintenance inventory to define more accurately what is
required. These catalogs are frequently an assemblage of machinery manuals,
brochures, cut sheets, lists of items held in the storeroom, and related docu-
ments. No description fits every organization's stores catalog. Some organi-
zations have a computerized catalog on a video display terminal, which
provides the same or even more information. Either way, the user is able to
get better information about what is located in the inventory, get descriptions
of the items, and learn details of technical specifications, properties, operat-
ing information, and related matters. To simplify retrieval, the user should be
able to access and update the catalog in various ways-for example, by using
manufacturer's part numbers, inventory numbers, generic numbers, alpha
descriptions, key words, or system groupings.
Technical Database
The stores catalog should not be confused or combined with the technical
database found in many organizations. The technical database, manual or
computerized, contains information about equipment, systems, and installa-
tions that maintenance personnel and engineers may have to refer to over
time. Included in such information might be manuals, specifications, draw-
ings, schematics, operating procedures, safety procedures, engineering
change orders, customer bulletins, and a variety of related or helpful infor-
mation. Where applicable, the technical database may also include some
generic information about safety, environmental issues, hazardous materials,
and other topics.
The back side is used to track purchasing information-when part was requisitioned (REQUISITION NO.), when the purchase order
was written (PURCHASE ORDER NO.), amount ordered, balance on hand when ordered, vendor from whom ordered (VEN. NO.),
and other pertinent data. This card can even be used as a traveling requisition. As such, the requisition for parts and data is entered
by the stores attendant. The purchasing department places the order; enters the P.O. number; date, vendor, amount, and price; then
returns the card to the storeroom.
66 How to Manage Maintenance
This is a three-part form used for a computerized stores system whenever material or parts are used for a job, whether it is material
from stock or material that is spot-purchased to complete the job. The cost of the materials used are brought back to the total job cost
and identified separately from the labor required.
much time or control to stores items that probably represent only a fraction of
the total value of the inventory, no matter how many there are.
STORAGE LOCATION
Generally, maintenance stores should be centrally located to reduce workers'
travel time when obtaining parts and supplies for jobs. However, some excep-
tions apply where the geographic spread is large or where islands of activity
exist, such as cellular manufacturing or R&D work. For economy and secu-
rity, it is also worthwhile storing safety stock, seldom-used high value items,
and other unusual item in a more remote storage area. Large items and mate-
rials may be stored more economically outside the buildings if climate and
security factors can be satisfied. It is important to have complete records of
the locations and quantities of remote items. In large facilities, a regular
delivery system for requisitioned materials and parts may be more efficient
than requiring maintenance workers to get them. Some plants might require
satellite storerooms in various locations, especially if they operate satellite
shops. Inventory control at the satellite is still required, although an atten-
dant may not be justified. Items kept at the satellite are usually supplied and
controlled from central stores. These are typically free use items, frequently
used spares, and items requisitioned for use every day or week. Control can
be maintained just as it is with a central stores activity, although the mainte-
nance personnel in the area must pay extra attention to which items are used
or returned to stock.
Pre-kiting of Parts
Pre-kiting is a way to organize and provide all the parts and materials needed
for a job, scheduled or not. In Chapter 6, we note that pre-kiting of parts can
be called for and scheduled by the planner. This is important because it
assures parts availability and reduces requisition writing, travel, waiting, and
returns for forgotten items. Storeroom personnel are essential in this process.
Inventory Accuracy
It is important to make sure that inventory records accurately reflect what
is held in stores. Many modern maintenance organizations confirm their
inventory by audits on a cyclic basis. This method permits more frequent
counts and better control of critical or valuable inventory items. It also
helps to prevent stockouts of important inventory items. This is another
example of applying the 80/20 rule. Although every item in the inventory
may not be physically counted each year, the important items are checked
more frequently. A physical count is usually done with such an audit,
although spot-checking a computerized system is often just as effective.
Many maintenance organizations opt for the more traditional audit
method of an annual or biannual physical count of all items in stores. This
may be satisfactory but often leads to surprises when discrepancies are
found between items counted and quantities shown on the records.
68 How to Manage Maintenance
Lubrication Materials
Storage and use of lubrication materials is an important maintenance func-
tion and needs to receive proper attention from management. Some man-
agement issues involve health, safety, environment, regulatory agencies,
equipment warranties, and insurance. An effective lubrication program can
contribute heavily to gains in productivity and quality, prolong equipment
life, and cut untimely failures. Oils, greases, solvents, and other lubricant
types pose special storage and handling problems. They require properly
designed, safe, and, if possible, remote storage locations. People who handle
or use lubricants should have special training. It is also important to use the
correct lubricant for each situation, so training in handling, proper applica-
tion, and knowledge of each lubricant's purposes is a high priority. A compe-
tent survey of actual needs can usually reduce the number of lubricants
stored. Stocking fewer types permits buying larger quantities of those
needed, with possible savings in purchases, as well as in the labor for apply-
ing the lubricants.
Stockouts. How often are parts requested but not in stock? This can be
expressed in terms of percentage of parts not in stock. A good goal is 3 to 5
percent.
Service level (corollary of Stockouts). How often are stocked items available? A
good goal is 95 to 99 percent.
Availability of a substitute. If a substitute is available, a stockout can and
should be avoided.
Service time. How long does it take to pick a part and get it to the
requester? In most cases, an average time is calculated and used as an indi-
cator of responsiveness. Some organizations calculate times that reflect
important conditions, such as routine requests, emergencies, production
items, planned work, and unplanned work.
69 How to Manage Maintenance
Transaction volume. How many requisitions are processed during the day,
by shift, by maintenance function, by skill, by equipment types, or other
groupings?
Number of items per requisition. There might be 100 requisitions but a total
of 1,250 requested items. Therefore, transaction volume should be quali-
fied by the size of the request to determine staffing needs for optimum ser-
vice. Other activities, such as receiving, pre-kiting, returning parts to
stores, and record keeping, must also be considered in staffing decisions.
Turnover rate. The number of times the initial inventory is replaced each
year. Because the annual cost of maintaining inventory is 20 to 30 percent
of value, it is important to turn over most items several times a year, with
the exceptions of critical spares and perhaps safety stock levels. A small
turnover rate or too much turnover might signal a need for a review of
EOQ and reorder points.
SUMMARY
One of the challenges of effective maintenance management is determining
the optimum level of inventory. The level depends on a number of related
factors, such as the value of a given item, expected or historical use, how
i mportant it is for the item to be readily available, and the cost of storage.
Several methods can be employed to guide maintenance managers in this
determination. The economic order quantity (EOQ), for instance, tracks
inventory on an item-by-item basis. The need versus cost method is used to
decide which items must be accessible at all times.
No matter what method is used for determining the appropriate inven-
tory level, an accurate inventory management system is crucial to controlling
the flow of inventory and to set reorder points. A computerized stock num-
bering system is typically employed for this purpose although some organiza-
tions continue to keep these records manually. Equally important is a system
for storing and delivering requisitioned materials; this is especially true in
large organizations.
Once these systems are in place and distribution is controlled and opti-
mized, the effectiveness of storeroom performance should be continually
monitored to ensure a smooth supply of parts and materials.
70 How to Manage Maintenance
2. The risk factor in deciding what level of inventory to retain is the: 2. (c)
(a) cost of storage.
(b) amount of savings from ordering big quantities.
(c) cost incurred by not having an item available.
(d) damage done in shipping delicate items.
5. The part numbering system suggested in this chapter allows parts 5. (b)
to be located by:
(a) packaging size and appearance.
(b) location in the storeroom.
(c) location of the equipment for which the part is intended.
(d) price of the item.
9. Removal of items from stock can be reported in either of two ways: 9. (a)
and .
(a) by requisition . . . by computer entry
(b) by supervisor ... by mechanic
(c) by storeroom clerk ... by accounting
(d) by telephone ... by requisition
Learning Objectives
By the end of this chapter, you should be able to:
INTRODUCTION
Modern maintenance departments, regardless of size, face increasing pres-
sure to be characterized by (1) equipment and systems operating at near-
perfect reliability and (2) maintenance so effective that equipment and sys-
tem breakdowns and other problems are virtually nonexistent. This chal-
lenge has forced a change in management concept from reactive to
proactive maintenance. Reactive maintenance has meant that efforts are
made to keep equipment and systems in satisfactory operating condition
through a modest level of servicing and preventive maintenance, respond-
ing to breakdowns or trouble calls when something happens. In today's
competitive climate and high technology facilities, the direction involves
proactive maintenance activities characterized by programs of continuous
73
74 How to Manage Maintenance
CATEGORIES OF MAINTENANCE
SUPPORT PROGRAMS (MSP)
In the dynamic maintenance field, programs are being developed and an-
nounced all the time. They seem to fall into three categories:
Reliability improvement
Planned maintenance
Unplanned maintenance
These programs and others that are. constantly emerging are available
to the maintenance function to assist in addressing the problem of support
for the increasingly complex modern facilities. The problem is that too few
organizations adopt or follow these programs, and the poor performance
of their plants offers mute testimony to this. Increasingly, more profes-
sional maintenance managers are using these programs to get closer to
75 How to Manage Maintenance
Equipment utilization
Equipment performance
Equipment availability
the PM inspections and other tasks may require that machinery be shut
down. When PM inspections reveal conditions that indicate action needs to
be taken, a maintenance function is performed to restore the equipment to
a satisfactory level. This work may be done at once or scheduled for a later
time if conditions permit. This restoration work gives people confidence
that the machine will perform adequately until the next scheduled PM
activity.
PM may also be referred to as routine maintenance. However, routine
maintenance is generally ongoing or repetitious, involving daily lubrication,
monitoring or testing, adjustment, cleaning, and supply of consumables to
equipment. Preventive and routine maintenance often include proactive
repairs, which, if not done at once, might lead to breakdowns or inadequate
equipment performance. Preventive maintenance is usually done by mainte-
nance specialists from outside the manufacturing or operations department;
routine maintenance is generally accomplished by personnel who operate the
equipment. However, broad exceptions occur in both cases.
Lubrication Program
Some maintenance organizations assign lubrication throughout the facility to
a special group trained in the application, handling, and safety of lubricants.
Others might incorporate this function into the preventive maintenance pro-
gram. The lubrication program is planned and scheduled and may be consid-
ered both reactive and proactive maintenance, depending on the nature of
the application itself.
Periodic Maintenance
This is often included in preventive maintenance. But if it is shown as a sepa-
rate maintenance effort, it typically refers to activities considered bigger than
most PM tasks. When bigger tasks are undertaken, such as annual overhauls
of major equipment or systems, the equipment may be removed from service
for a time. This work might be accomplished by contractor organizations,
the company's own staff, or equipment suppliers.
Project, or Upgrading, Tasks
Project tasks are perhaps overlooked as planned maintenance tools in the
continuing quest for maintenance improvement. Projects are almost always
planned, estimated, and scheduled. During the life cycle of an equipment
item or system, inventions, evolutionary technology improvements, new
materials, and process improvements may enter the picture. Some of these
items, if incorporated into the equipment or systems, might improve speed,
reliability, cost, quality, or life of the system itself. A project task can pay
handsomely if it is made a regular part of planned maintenance and orga-
nized and pursued with a purpose.
Opportunistic Maintenance
This type of maintenance is a planned form of response that can be accom-
plished when almost any unplanned event interrupts the operation of a
device, subsystem, or system. For example, if a production department expe-
riences a parts shortage or a machine goes down and thus stops activity at
79 How to Manage Maintenance
EQUIPMENT INSPECTION
Maintenance support programs, regardless of type, usually include peri-
odic inspections of equipment or they generate orders for inspections in
response to ongoing conditions. The frequency of these inspections varies
to accommodate the nature of the equipment, its usage, and its impor-
tance. The schedule can be developed for 12 months in advance, with
work orders issued on a weekly or demand basis.
82 How to Manage Maintenance
Equipment Identification
Whether using a manual or computerized system, establishing maintenance
support programs need not be difficult. Using a preventive maintenance
(PM) program as our example, setting one up requires a considerable amount
of effort but is really straightforward. First, each item of equipment included
must be selected, evaluated, and identified; any method of accomplishing this
may be used, but several pitfalls should be avoided. A usual tendency is to
identify every component, which greatly swells the database, complicates
scheduling, and makes for voluminous reports. It is best if only major or crit-
ical components have a separate identity.
Computerized or not, the PM system needs item numbers to keep track
of items. If using a computerized system, the number can be simple; manual
systems might work better with a formatted number. One equipment num-
bering system can use six digits to identify pieces of equipment or their major
components. The first digit identifies a generic or primary grouping, such as
plant mechanical system. The next two digits identify subgroups within the
primary group, such as boilers. The last three digits identify individual units
within the subgroup. An example of an equipment numbering system is
shown in Exhibit S-2. Many computerized PM management systems suggest
numbering schemes that are more applicable to their systems as applied to
individual sites or industries.
Inspection Procedures
When the equipment has been identified, the inspection procedures should be
developed and written. This is best done by the technicians, supervisors, and
engineers most familiar with the condition and use of the items. Some help
may be obtained from manufacturer's manuals and typical industry practices,
but customizing to the unique needs of the local site is best. Inspection proce-
dures should be as specific and detailed as the importance of the equipment or
the inspection dictate. They should be objective (test valve pressure for 20 lb.
minimum-30 lb. maximum), not subjective (check valve for proper opera-
tion). As a guide, the total annual prescription for dealing with the item
should be considered first. Then periodic tasks such as tests, filters and parts
83 How to Manage Maintenance
Inspection Frequency
The frequency with which components are inspected can be scheduled
according to the type of inspection. Most computerized systems contain a
powerful scheduling program that organizes inspections by craft, geographic
location, risk factors, elapsed time of equipment usage, and such overriding
factors as production schedules or hours of business operations. The gas unit
heaters discussed earlier would be included, although the frequency might be
very low unless a safety issue were involved. In fact, they might be treated as
one complete group of items and the inspection of all of them covered by one
work order instead of 20. As discussed earlier, many items should not be
included in the PM program because the risk of failure does not justify the
cost (safety items excepted). However, they should be included in the overall
equipment history file because when work is done on them, the work should
be recorded against the proper equipment item. It may be best to begin a PM
program on a small scale so that sufficient time can be given to the problems
of detailing inspection and scheduling. As experience is gained, decisions on
expanding and including additional equipment will become easier.
The frequency of PM varies: It can be based on judgment by the local
staff, on the manufacturer's recommendations, or on other criteria. Better yet
are indications of past problems found in the machine history records. After
frequencies are set and the program has been in operation for a time, fre-
quencies should be reviewed and adjusted up or down. If frequencies can be
reduced safely, the cost of the PM program is also reduced. A candidate for
84 How to Manage Maintenance
Scheduling PM
Scheduling is almost universally done through computerized programs. But
many competent maintenance organizations schedule PM work by hand.
Either way, the job of scheduling depends on two elements: a defined method
for the task and an estimate or historical time budget for doing it. If the
scheduling is done manually, the PM work orders should be listed in the
months in which they are to be done, then shifted into weeks within the
months so that the workload is balanced. It is important not to divide the
tasks on one piece of equipment into different weeks. For large organiza-
tions, it might be necessary to go to a daily breakdown. Some PM jobs may
be repetitive and show up regularly throughout the year. Others might be
sensitive to seasonal or production influences and fall irregularly throughout
the year. Continue to list the jobs until all are in the yearly schedule. Then
some decisions can be made about combining, based on skills, areas, systems,
or other logical designations. Computer-based scheduling programs allow
flexibility in achieving an optimal PM schedule. They permit a master sched-
ule to be produced at the beginning of each week, accompanied by detailed
work orders.
Routing PM
Routing PM becomes a simple task of organizing the schedules according to
the proximity of one piece of equipment to another. Again, this can be done
by computer or manually and indicates the sequence of PM jobs. In some
facilities, routing can be complicated by having to avoid interrupting the
operation of critical equipment units. For example, PM may not be allowed
during a production run of a chemical process line. Therefore, the routing of
the PM job will indicate that the work should be done during down time or
perhaps during a product changeover or on an idle shift. Another complicat-
ing factor is the routing of trades or contractors who must coordinate their
85 How to Manage Maintenance
86 How to Manage Maintenance
The manager must ensure that inspections are performed on schedule and
must continuously review the preventive maintenance program to make cer-
tain that the results meet technical and economic goals. The manager does
this by supervising the work in the field to see that it is properly executed and
by generating reports informing maintenance and other organizations about
the performance and cost of the PM work.
MSP REPORTS
Several types of reports help the manager monitor the effectiveness of main-
tenance support programs. The reports discussed in the next sections are
general suggestions; a facility may well develop unique reports that make
sense in meeting local needs.
Uptime Report
One of the objectives of the maintenance function is to reduce downtime.
Records should be maintained to measure how effective MSP is in reduc-
ing it. Downtime is defined as the interruption of scheduled operating time
because of failure or poor performance of the equipment. Uptime would
be the inverse of that definition, or the percentage of time that the equip-
ment is operating or ready to operate. The term is positive and easy to
measure and understand. Scheduled downtime, such as PM, does not count
against uptime evaluations.
A good way to measure the effectiveness of MSP is to record and ana-
lyze the uptime of the equipment. Uptime percentages can be maintained
for individual units, averaged for a small number of critical units, or for the
entire list of equipment in a department included in the PM program.
Uptime reports shed visibility on pockets of downtime and show trends
that might signal potential downtime in particular areas, systems, or units.
Marginal or substandard uptime implies that excessive costs are being
incurred because of downtime. However, determining the cost of down-
time can be daunting. If a conveyor fails and 20 people are idled, the cost
of labor could be greater than if a drill press with only one operator fails.
But the parts lost or delayed by the drill press failure may have a greater
impact because of missed shipping dates than the conveyor line mishap.
Extensive analysis may be needed to determine the true cost of a downtime
situation. But the existence of downtime itself is usually enough of a signal
to maintenance that action should be taken. This is why we concentrate on
the critical few and try to record the actual productive time this equipment
is idle.
87 How to Manage Maintenance
Compliance Report
A portion of available labor hours each week must be devoted to whatever
maintenance support programs are in operation and that the work be distrib-
uted as evenly as possible. When scheduled MSP inspections are missed, they
are difficult to make up, and the benefit of that work can be lost. The affected
equipment is put at risk for wear and reduced quality of output.
A compliance report indicating the percentage of scheduled MSP work
that was accomplished each week or month reveals the current performance
of work by craft, shop, geographic area, and critical equipment and takes into
account other desired standards of compliance.
Ten-Most-Critical Report
It may be worthwhile to produce an uptime report for the 10 most critical
pieces of designated equipment (or some other useful quantity). In fact, this
is a good place to begin reporting uptime on equipment. In time the report
can be expanded to include all important units.
Work-Generated Report
Another way to monitor maintenance support programs is to determine the
ratio of repair work orders generated as a result of MSP-related inspections.
These results can then be graphed to illustrate trends. Initially, inspections
will generate more remedial work. After the various inspection efforts settle
down and the repair work is taken care of, the amount of generated repair
work will decrease. At this point, inspection frequencies for individual equip-
ment can be adjusted up or down to obtain maximum benefit from the dol-
lars spent on the PM program. The work generated report, if used carefully,
can be a great aid to the manager in fine-tuning inspection activities in three
ways:
Graphical Data
It is helpful to display the data contained in MSP reports in a series of graphs
or curves, as shown in Exhibit 5-4. For example, the relationship between
the amount of PM work done, the amount of remedial work generated by
PM, and the resulting percentage of equipment uptime are good visual indi-
cators of the effectiveness of the PM program.
88 How to Manage Maintenance
89 How to Manage Maintenance
SUMMARY
In this chapter we discussed programs broadly referred to as maintenance
support programs (MSP). Although much maintenance work may not be
included in maintenance support programs, it still can be planned and sched-
uled in advance by way of regular work orders or standing work orders. This
work might include routine filter changes, belt replacement, delivery of sup-
plies, seasonal changeover of equipment, cleaning of equipment spaces, and
other routine jobs. When the various maintenance support programs are
implemented and stabilized, consideration should be given to including these
tasks in MSP Whether by manual or computerized means, all jobs worth
doing, large or small, should be scheduled and covered by a work order to
ensure that they are done properly and on time.
Well conceived and established maintenance support programs can be
accurately costed into the maintenance budget. Analysis of budget variances
provide yet another measure of how well the programs are doing throughout
the year. Management should monitor results and make timely changes to
the support programs based on feedback from the field and changes in the
number and type of equipment. Close and careful attention to MSP pays off
in achieving maximum results for the dollars spent on them.
90 How to Manage Maintenance
1. Measuring the risk of equipment failure consists of two factors: the 1. (c)
and the of failure(s).
(a) consistency ... number
(b) scheduling ... identification
(c) probability ... severity
(d) cost ... physical effects
4. The last three digits of an equipment number such as shown in this 4. (a)
chapter identify the:
(a) individual units within a subgroup.
(b) manufacturer of the unit.
(c) equipment purpose or function.
(d) general class of the equipment.
Learning Objectives
By the end of this chapter, you should be able to:
INTRODUCTION
Planning and scheduling are the means by which maintenance work is effi-
ciently organized and prioritized and available resources-labor, materials,
equipment, and time-are assigned to accomplish the tasks in the most effi-
cient, timely, and economical manner. To establish an effective planning and
scheduling system, as much work as is economically possible should be done
via planned, scheduled, written work orders.
93
94 How to Manage Maintenance
vital system or production, more than two craft hours to complete, multiple
crafts or outside contractors. Management should determine policies and
definitions that describe the type or class of jobs that must be planned and
scheduled.
Assigning Priorities
Planners are usually delegated authority for assigning priorities to work
requests if priorities are not indicated. In the planning stage, a priority sys-
tem (Chapter 3) is essential. Priority designations should be formal written
definitions that are well thought out and clear, simple, and concise. The sys-
tem should be flexible because plant problems can cause changes in the
urgency of in-process requests. All areas served by maintenance should agree
to definitions and priorities.
A historical estimate for routine or similar jobs that have been done many
times before and for which data are present in an active data bank.
An engineering estimate by which the job is broken into its logical compo-
nents and required time for each component is estimated from experience
96 How to Manage Maintenance
or from tables of standard times. In this method, the total time is then
added up.
A so-called slotting technique, which involves the broad classification of
jobs into one of several slots, such as "2 to 4 hours." The average time
reported for jobs in these slots is then the new estimate for each new job
put into the slot in the future.
Engineered time standards, or standard data. Although accurate, this
method is difficult and expensive to apply to maintenance work because
so much of it cannot be defined before it is done. This type of estimate is
compiled by using predetermined accurate times for elements of the
work. The size of the elements varies between different collections of
standard data but is generally small in relation to the time required for
the entire job. Standard allowance for travel, fatigue, delays, and other
factors are applied, and the sum of the time elements becomes the job
time estimate. Packaged job estimates, used by the U.S. Navy public
works organization or from commercially available estimating manuals,
offer standard data for everyday use.
Any o these types of estimates can be used by planners for work orders.
The larger, more complex jobs require more accurate estimates. An estimate
of time to complete each job is essential before the scheduling step can be
taken. The exception to this rule is emergency jobs, which should be done
immediately-with or without a time estimate.
Ordering Materials
In the maintenance operation, it is usually the planner's responsibility to
determine what materials are to be used for jobs and projects. The ordering
might be handled by others, such as storeroom personnel or the purchasing
department, or might be initiated by the planner. The aim in materials and
services procurement is to obtain them from competent, reliable sources at
reasonable, but not necessarily the lowest, costs.
Scheduling Work
Almost any maintenance organization can afford to operate a computerized
planning and scheduling system. However, it is not necessary to have such a
system to carry out first-rate efforts. Manual methods have been used suc-
cessfully for years.
Scheduling jobs, large or small, begins by putting them in a priority
sequence. This list must then be altered to conform to:
If a low priority job is scheduled for a date in the future, its priority does not
automatically change to a higher rating as the days pass. For example, a low-
priority job promised for a week in the future may not get done on that day.
98 How to Manage Maintenance
Remember that the scheduler is responsible for deciding when the job
should be done while the craft supervisor is responsible for determining who
will do the job. The scheduler's objective is to assign sufficient work to each
department or craft to ensure that 100 percent of the labor hours each day
are used.
Some maintenance organizations are small and unsophisticated and may
not be computerized. In such cases, a visual system may suffice. A popular
99 How to Manage Maintenance
one is a rack with pigeon holes of sufficient size to hold a number of work
orders. The work orders are placed in the proper pigeon hole as they are
assigned. A running account of committed and uncommitted labor hours is
kept with a grease pencil in the space provided above each pigeon hole, as
shown in Exhibit 6-3. As changes in the day-to-day schedule occur, jobs can
be reviewed by the supervisor or scheduler and shifted from one pigeon hole
to the other.
An effective maintenance department also provides a means of notifying
a customer when jobs or projects are delayed or rescheduled because of
emergencies, parts shortage, labor unavailability, and other problems discov-
ered as the job progresses. If the scheduler is aware that a craft will be
required because of special skills or knowledge, the job should be discussed
with the affected supervisor to confirm the availability of the craft or outside
contractor.
100 How to Manage Maintenance
EXECUTION OF WORK
The execution of work is the responsibility of line management rather than
planners and schedulers. The execution phase of work generally consists of the
performance of the jobs by the crafts, supervision and coordination of the work
by managers, and checking on the progress of the work. However, it is impor-
tant that pertinent information, such as the time spent on a job, problems
encountered, supplies and parts used, and whether the job was completed or
102 How to Manage Maintenance
not, be captured and returned to the planning function so that records may be
completed, job orders closed out, and estimates of accuracy checked and
improved. Planning must devise means of capturing these data in an accurate,
simple, and complete manner. The availability of on-line computer systems,
optical character recognition (OCR) devices, and bar-coding equipment offer
103 How to Manage Maintenance
The critical path method uses the same elements to diagram the sump pump job as does the Gantt chart in Exhibit 6-4. The critical
path is indicated by the dotted line. The beginning of each arrow represents the time when work begins on that element, and the
arrow's point represents the time when this element is completed. The number located above the arrow represents the number of
days or hours needed to complete this element. The arrow points to a circle, or node, inside of which is a number that identifies the
next element. Below each node are two numbers. For example, below node No. 9 are the numbers 4 and 10. The left-hand number,
4, indicates the earliest starting day for this element. The right-hand number, 10, means that this element must be completed by the
tenth day. The number 20 is above the arrow. These three numbers taken together mean that this particular element of the sump
pump job can be started as early as the fourth day, must be completed by the tenth day, and will require 20 hours of work. Elements
outside the critical path depend on elements within the path, but there is much more flexibility in scheduling them. Probably, this par-
ticular job would not be placed on a critical path, but it serves as a way of illustrating the CPM technique.
REVIEW OF WORK
Review of work may be thought of as closing the loop on work done by main-
tenance. It is a way to measure effectiveness, collect data for improving the
operation, report to management, and support future plans. The two main
areas of review are measuring what is done and recording information in var-
ious databases for further use.
Measuring Effectiveness
Any well-run maintenance function should gather data on what is done in the
areas in which maintenance is active. Comparison with what had been
planned and scheduled reveals how effective ongoing activities are. A number
104 How to Manage Maintenance
Records Upkeep
The nature of the maintenance function necessarily generates the need to
maintain appropriate databases to achieve control of the operation. These
databases might be numerous and large, requiring a lot of time and effort
for their support. Provision for this should be built into the maintenance
budget. Not only should routine accounting information be collected, but
also important information regarding job times, methods, parts, materials,
skill needs, estimating and scheduling, standards for job planning and esti-
mating, equipment histories, new technology files, energy planning factors,
training profiles, and other data relating to the unique needs of the organi-
zation.
Criteria vary for selecting who should plan and who should schedule. A key
factor involves training in the appropriate planning and scheduling skills
needed to carry out the duties. Logical thinking and an even temperament
are also important in the planner and scheduler role. Generally, individuals
with experience in the craft or work involved are chosen. However, many
examples of nontechnical personnel who are excellent planners and schedul-
ers have been reported. The planner and scheduler are generally different
individuals or functions. However, in some situations, especially in small
organizations, the position may be combined, or the supervisor or manager
of the maintenance organization might even perform the duties. The need
for these two functions remains, no matter what the size or scope of the orga-
nization. If the operation is small enough to be handled by one person acting
as both planner and scheduler, someone with craft experience should be
selected because these skills can be taught more easily than craft skills.
The Planner
Planner duties are different from those of line supervisors. The primary
responsibility of the planner is to aid, advise, and assist craft personnel in
getting jobs done in the shortest amount of time and in a high quality man-
ner. Ideally, the planner should be an individual who is from the craft or skill
represented by the work and with sufficient experience in the plant to be
familiar with most of the equipment, areas, and problems that have to be
addressed. Experience is important because there are not many opportuni-
ties for on-site observation before or during the work execution. The plan-
ner spends a lot of time at a computer, a feature of the job that may not be
desirable to people who formerly worked in the crafts, and handles paper-
105 How to Manage Maintenance
work on a daily basis. The planner selection process can be simplified by use
of the factors listed below:
Good craft skills, meaning the individual merits the respect of workers
who must perform the work.
Good verbal, computer, and written communication skills.
Good administrative skills, meaning the person is able to handle paper-
work with ease.
Good design comprehension and sketching ability.
Good understanding of priorities, work orders, and schedules.
The Scheduler
The scheduler must match job time estimates, labor hours, and priorities. the
scheduler, therefore, should be proficient in abstract problem solving rather
than having a great deal of craft skills or on-site experience. Computer pro-
grams can provide assistance in the science of scheduling, but a certain
amount of broad vision is involved in producing schedules that are truly
responsive to the organization's needs. Some of the factors that help identify
good schedulers include:
SUMMARY
Of the many administrative activities associated with the maintenance func-
tion, planning and scheduling work has by far the most profound effect on
the timely completion of the work. Without an effective planning and sched-
uling operation, it is virtually impossible to properly manage the scope of the
maintenance organization. Planning and scheduling, when performed well,
multiplies the effect of maintenance work.
106 How to Manage Maintenance
2. A job estimate that is broken into several components, with a time 2. (a)
estimate for component, is called:
(a) an engineering estimate.
(b) a historical estimate.
(c) a slotting technique estimate.
(d) a standard data estimate.
7. The should make sure all necessary parts and materi- 7. (b)
als are available before a job is released for execution.
(a) line supervisor
(b) planner or scheduler
(c) storeroom clerk
(d) production manager
10. are responsible for providing craft workers via a work 10. (c)
order with all the information they need to complete a job quickly
and safely.
(a) Field supervisors
(b) Maintenance managers
(c) Planners
(d) Design engineers
Craft
Training
Learning Objectives
By the end of this chapter, you should be able to:
INTRODUCTION
The increasing technological direction of facilities, systems, and equipment
over the last decade places greater demands on the maintenance function to
keep pace. One of the main signs of this phenomenon is that maintenance
technicians are spending more time on trouble shooting and problem solving
and less time applying their basic craft skills. The changing knowledge
requirements for maintenance workers is reflected in:
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110 How to Manage Maintenance
unique training needs. It shows the number of personnel each year who must
be trained and the crafts that are involved. The projection also shows those
years in which a projected high number of retirees might offset requirements
of planned staff reductions. Some care should be taken to ensure that the
right number of crafts are retained rather than a straight head count tally.
Informed decisions about staffing and training are essential.
SKILLS ANALYSIS
Skills analysis assists in determining the training needs for crafts by providing
an outline for an entry level training program, or apprenticeship, or for evalu-
ating the skills of more experienced workers. Skills analysis is developed by
plant personnel who ensure that it reflects the needs of the plant. Consultants
often assist or validate these efforts, but the overview of skills is a management
responsibility.
A skills analysis represents the many tasks and tools that pertain to a skill.
The tasks are then related to unique jobs in the plant. Some skills are general,
such as "knowing the function of and trouble-shooting circuit breakers." Oth-
ers, such as "analyzing synchro-control systems and effectively making repairs
on them," might be specific to the local plant. Some tasks require more experi-
ence and knowledge than others, but they are all part of a single skill, defined
by the organization performing the analysis. In fact, an accumulation of smaller
tasks is usually necessary to successfully accomplish one of the larger ones in a
defined skill.
A skills analysis can be accomplished through a series of interviews with
craftpeople and knowledgeable supervisors. Each task they handle is listed and
described in detail. This leads to a master list of tasks, which is reviewed by
supervision, management, training, and engineering, where appropriate. Such
reviews might result in additions and deletions to the tasks, greater emphasis
on certain tasks, or tasks broken down into more appropriate elements. Finally,
the skill may be stratified to show different grades of experience, such as junior,
senior, specialist, master, and so on, needed for accomplishment.
A final list can now be compiled for all the tasks that make up a skill. A
typical page from a skills analysis is shown in Exhibit 7-3. A group of tasks
common to all crafts is then added. Some of these might include:
The finalized skills list, as agreed from the analysis, provides a guideline
for developing a craft training program. Because the skills analysis determines
114 How to Manage Maintenance
the real needs, the training program can now be a functional, job-related, and
hands-on product.
JOB-RELATED TRAINING
Job-related training means that the results of the skills analysis are reflected
in training programs designed to meet the requirements for craft training of
assigned workers. If part of a trainee's instruction is provided by a local tech-
nical school, it is important that the courses are applicable to the job the
trainee does or will be doing at the plant. However, circumstances and bud-
gets frequently make it impossible for those schools to provide specific train-
ing. General training is acceptable if two properties are met. First, the
training should relate to the craft-electrical, mechanical, electronic, and so
on. Second, the course should stick to the designated subject matter-for
example, blueprint reading should be just that, not preparing mechanical
drawings. Training within the plant is usually more focused in terms of job-
related emphasis because the course contents are under strict local direction.
FUNCTIONAL TRAINING
Functional training takes job-related training one step further. A functional
electrical blueprint reading program applies universal electrical symbols and
115 How to Manage Maintenance
basic schematic practices to the electrical needs within the local plant. Using
this approach, the trainee learns principles of universal electrical blueprint
reading along with the functional application of this knowledge to situations
within the plant. Functional training cannot be learned in the classroom or
on the workbench alone, and for this reason, it is a valuable element of the
training program.
HANDS-ON TRAINING
Job-related functional training is further reinforced by hands-on training or
doing the job as part of the customized training. A good example is blueprint
reading. Job-related electrical blueprint reading deals with, say, motor con-
trols and transformers used in a plant, not home wiring. It becomes func-
tional when we use the actual line diagrams, schematics, and prints that
pertain to the plant. Theoretical aspects of electrical blueprint reading are
further reinforced by hands-on assembly and disassembly of actual units, or
si mulators, shown on the blueprints. Hands-on training is a continuous,
repetitive application of the task to reinforce what has been taught. This type
of training is more effective than on-the-job training (OJT), with which it is
often confused. OJT requires a trainee to tag along with a more skilled
worker, watch what is done, and perform some tasks under supervision. OJT
generally lacks the formal, planned aspects of hands-on training.
INSTRUCTORS
Some of the best instructors can be found in one's own organization. Engi-
neers can teach math and blueprint reading; supervisors can teach craft skills;
experienced workers can teach techniques or topics. If there is sufficient
demand, a local technical school staff member can be brought in. The identi-
fication and selection of instructors is important and should be done early.
Each instructor represents another resource to become involved in the pro-
gram, from needs analysis through the design and implementation stages of
the training program itself.
Vendors and suppliers are another source for instructors. They are not
used as much as they could be. Training by these outside sources can be clas-
sified into three groups:
Entire customized programs for skill, crafts, and specialist training can
be designed around vendor and supplier training. However, some care should
be exercised in deciding how much plant personnel training should be given
over to outside organizations that are motivated to enhance their own prod-
ucts and points of view. Overview by the maintenance manager is essential.
UPGRADE TRAINING
To keep pace with changes in the field of maintenance, workers and supervi-
sors need focused, formal training to continuously upgrade their skills and
knowledge. New technology, which is being introduced into industry and
facilities of all kinds, presents continuing challenges in training. New skills
have been developed but greater emphasis is also being placed on some old
ones. Maintenance managers and skilled workers need a broader knowledge
of electronics, computer-based devices and controls, environmental and pol-
lution technology, automated equipment, and solid-state components. More-
over, some new metals and nuclear-related materials require advanced
knowledge and skills for operations, maintenance, and repair. Mechanical
systems now use hydraulic and pneumatic components that had not been
dreamed of a decade ago. Some organizations, such as chemical and pharma-
ceutical firms, have complex, automated continuous processes that present
new dimensions to the maintenance and support responsibilities. In the near
future, repairs to robots and repairs accomplished by robots will be part of
daily routines. International, federal, and state regulations concerning envi-
ronmental, safety, and accountability matters have proliferated so that it is
virtually impossible for maintenance personnel to keep up with them, let
alone comply. In-plant training programs have not always kept abreast of
these many changes. In many cases, self-originated, informal, on-the-job
training among the maintenance personnel has saved the day.
Skills analysis provides an approach to meeting upgrade training
requirements. This can be done by adding a rating column to the listing of all
tasks that make up a skill. Exhibit 7-4 shows how to use the skills analysis
task listing to rate the needs in upgrade training.
TRAINING MATERIALS
Some of the best books and materials on the market today for maintenance
craft training are programmed instruction, or self-paced learning, manuals,
written in an easy-to-comprehend style. Many are accompanied by audiotapes
or videotapes. These materials make self-study or group study easier and more
effective. However, when selecting such materials, it is important to compare
what is offered with the training requirements of the local organization. Some
providers sell only those portions of the materials that apply to the needs of the
maintenance function.
Finding sources for training materials is not difficult. Many companies and
technical organizations offer comprehensive and effective programmed instruc-
117 How to Manage Maintenance
NAME SUPERVISOR
Rating Code
1 -Training necessary.
2-Upgrade training suggested-not required.
3-Fully proficient-no upgrade training required.
EXISTING PROGRAMS
An organization that already has a formalized program for training mainte-
nance personnel will find in this chapter criteria to evaluate and validate
those programs. Training for training's sake fails. By reviewing programs
118 How to Manage Maintenance
periodically and removing things no longer needed and adding new capabili-
ties, costs can be reduced and maintenance personnel trained faster. Trained
personnel are more productive, particularly when the trainee's understanding
is enhanced by hands-on, programmed instruction in groups run by a super-
visor or specialist who knows the material.
Organizations that now use some form of hands-on or on-the-job train-
ing can improve an existing program by using the following controls:
A breakdown of tasks and the number of hours that should be spent by the
trainee over the period of the employee's hands-on or OJT program. An
example is shown in Exhibit 7-5.
A monthly evaluation or check-off of the trainee's proficiency, new skills,
effectiveness, and so on. This evaluation can be made by the senior worker
or supervisor assigned to the trainee. An example of this is shown in
Exhibit 7-6.
SUMMARY
There are three areas of training concern: supervisory, craft and support per-
sonnel, and technical and managerial training. Regardless of who is responsi-
ble for presenting the training program for these three areas, in order to be
successful the program must be practical and applicable to the job or plant,
and the maintenance manager must have input into its content.
If plans for formal training programs do not exist, and if turnover and
retirement rates have not been estimated, factors such as staff shortages and
the purchase of new advanced equipment can become major and costly man-
agement challenges. One way to determine training needs is to employ skills
analysis. Such an analysis allow a trainer to create a master list of tasks, which
provides guidelines for creating a training program.
Frequently, workers receive general training at a local technical school,
although further training within the plant is usually necessary to provide
more focused job-related information. Functional training, whereby the
worker learns universal task information along with the functional applica-
tion of the knowledge, is very effective. Taken one step further, hands-on
training, in which the worker actually applies the theoretical and functional
aspects of training, reinforces what has been taught. This differs from on-
the-job-training-in which employees simply learn by doing-because it
lacks the formal, planned focus of hands-on training.
Of course, the training program is only as good as the training materials
used, which are widely available from a variety of sources, and the instructors
employed, who can be staff members, teachers at technical schools, or even
equipment vendors or suppliers.
119 How to Manage Maintenance
120 How to Manage Maintenance
This form can be used to rate work performance and the personal traits of a trainee. The trainee's supervisor should fill in the appro-
priate box in each area being rated (one for each of the six rating categories). There are six areas to be rated under "work perfor-
mance" and five under "personal traits." The small numbers are the percentage points associated with the selected rating. For
example, in the area of "accuracy," a trainee who "seldom makes mistakes" would receive 18 percentage points, or a rating of very
good.
The trainee should sign the sheet after a consultation to get an understanding of why each rating was made.
Copyright 1981 by TPC Training Systems, a division of Telemedia, Inc. Reprinted with permission.
121 How to Manage Maintenance
2. The list of tasks in a skills analysis can also be used to determine: 2. (a)
(a) upgrade training requirements.
(b) safety measurements.
(c) optimum staffing requirements.
(d) none of the above.
6. Simply doing the job as part of a formal training program is a fea- 6. (a)
ture of
(a) hands-on training.
(b) job-related training.
(c) vendor training.
(d) functional training.
10. An effective training program reflects good cooperation between 10. (a)
the and departments.
(a) maintenance ... industrial relations
(b) maintenance ... engineering
(c) personnel ... engineering
(d) personnel ... industrial relations
Measuring
Effectiveness
Learning Objectives
By the end of this chapter, you should be able to:
INTRODUCTION
"How am I doing?" is the question we ask ourselves, and the question others
ask us, as well. In this course, we have developed tools to improve efficient
and productive maintenance operations. But how effective are they? The
answer lies in measuring maintenance efforts. Intelligent measurements pro-
vide a basis for making better decisions about managing maintenance. There
are a number of ratios and indexes that measure the effectiveness of the orga-
nization and management and the activities that affect the overall success of
the organization. Each type of measurement contributes solid feedback to
the responsible manager, indicating where problems exist and what attention
might be needed.
These measurements are related. Too much emphasis on cost reduction
will eventually result in unacceptable performance maintaining equipment
123
124 How to Manage Maintenance
SAFETY MEASUREMENTS
One of the best measurements of a manager's effectiveness is the ability to
run a safe operation. Achieving high levels of safety involves training and use
of people. Consequently, a department with a minimum of lost time acci-
dents reportable to the Occupational Safety and Health Administration
(OSHA) exhibits managerial concern for people in the department and dem-
onstrates overall management effectiveness. A safety audit of such a depart-
ment would show a set of safety policies and standards, a daily review of
hazardous conditions, a record of periodic safety orientation meetings, and
appropriate discipline meted out to violators of safety requirements. These
activities can be measured and reported on a continuous basis.
BUDGET VARIANCE
Budget variance is a simple measurement of how well maintenance expendi-
tures conform to estimates in the budget or to references such as industry
averages for similar activities. Variance should be monitored for expense, or
operating, and capital budgets. Variance is usually shown in terms of percent-
ages or dollars over or below the current budget on a monthly basis and year-
to-date. In Chapter 2 we looked at ways to analyze budget variances and at
how ongoing awareness of variances aids in effective management. Budget
variance is likely to be smaller as the size of the budget increases and varies
with individual items included in the budget. All line item variances should be
reviewed, but experience tells which ones are high-leverage indicators of
problems and management challenge. Some managers keep watch on the
budget variances alone, but this may be an incomplete review. Other measure-
ment indexes allow the manager to know how much was actually spent on the
items that caused the variances and whether the expenses were justified.
Watching the maintenance cost per unit figure provides valuable trend infor-
mation for the manager. Specific indicators, or measurements, can be
affected by changes in volumes or processes in manufacturing, introduction
of new products, changes in the weather or seasons, introduction of new or
different equipment, and by more or less effective maintenance activities.
These factors that influence the maintenance contribution to the cost of pro-
duction or to the cost of operations in nonmanufacturing organizations, must
be taken into account when determining the portion of the total product cost
that can be attributed to maintenance.
Some costs included in maintenance, such as building maintenance,
heat, light, grounds, and depreciation, are constants and are therefore not
proportional to the level of production. Consequently, maintenance cost per
unit of production increases when production decreases, and decrease when
production levels peak. The maintenance cost per unit only indicates that a
closer look should be taken if the figure makes a change in either direction.
Action should be taken quickly to reduce costs of all kinds whenever there is
a drop in production or operations.
A similar index is maintenance cost per sales dollar. The same problems
exist as with maintenance cost per unit. There is also a concern with the time
lag between the time sales are credited and the time production levels change
to reflect the sales volume.
AUINTENANCE COST AS A
PERCENTAGE OF CAPITAL INVESTMENT
The function of maintenance is to maintain equipment, systems, buildings
and grounds, and other assets at an optimum level of performance and with
an optimum outlay. Because equipment, systems, buildings, and grounds are
included in the capital investment of the business, the cost of maintaining
them can be compared with the capital invested as another way of measuring
maintenance effectiveness.
Accountants look at capital investment in several ways. One is the book
value, the original purchase cost less the accumulated allowance for deprecia-
tion. When book value is used, the maintenance cost of individual assets
always show an increase each year because the book value decreases while
maintenance and inflation generally increase as the asset gets older.
The original purchase price of the asset (not depreciated) can also be
used, but this generally has little relevance in measuring current maintenance
performance. A better value to use as a base for calculating an index is the
cost of replacing an asset. This appears to be the best method for measuring
maintenance cost as a percentage of capital investment, although it makes no
allowance for the fact that the physical plant is always aging and more main-
tenance is required. An allowance figure is often used to recognize this cost.
The insurance department in most companies keeps asset replacement value
information. If not, estimates should be made by persons having knowledge
of current costs of equipment and facilities.
126 How to Manage Maintenance
ADDITIONAL MEASURES
Additional measures follow specific areas of maintenance activity and are
used to: highlight trends, problems, and areas of improvement; gauge the
success of changes in methods or equipment; and create special reports for
activities of special interest designated by management. In the following sec-
tions some of these measurements are discussed. These are valuable tools if
properly developed and diligently pursued and should be used where appro-
priate to monitor progress and performance.
Percentage of Uptime
This measure is the percentage of time a piece of equipment is operable.
The percentage might also be shown for a system, line, department, facility,
product area, or any meaningful designation. An average for all equipment
or groups of equipment is more valuable as an indicator of trends over time.
Some organizations measure downtime, but measuring uptime is a more
positive approach.
The index can be constructed using the 24 hours of the day or, more
reasonably, a number such as the hours the department is scheduled to oper-
ate for the month. Managers should take care working out the basis for this
measure. A high uptime rate must be balanced against the cost of obtaining
it; the last few percentage points will probably be costly. Each case has to be
judged separately, taking into consideration the number of machines avail-
able, redundancy, importance of the equipment (that is, the risk factor if it
fails or does not run up to par), costs of overtime, and many other factors.
Maintenance managers concerned with achieving high uptime must make
informed decisions about preventive maintenance, overhauls, replacement,
and interruption of operations or production. Exhibit 8-1 shows the rela-
tionship of maintenance efforts to uptime results. Creative planning and
scheduling of maintenance can increase the uptime without being exces-
sively costly.
Percentage of uptime, budget variance, maintenance cost per unit of
production, and maintenance cost per dollar of investment offer four mea-
surements of the effectiveness of the maintenance organization. Other mea-
sures important to individual organizations could and should be developed
and used.
The next series of measures indicates how well management uses the
work force. Improvement in these ratios indicates the effects of proper plan-
ning and scheduling, employee training, motivation, and management's
direction.
127 How to Manage Maintenance
This classic graph has appeared in maintenance procedure manuals in many companies. It illustrates the point at which the attempts
of maintenance to provide the availability of equipment (or uptime) becomes more costly than the return realized from continuous
production. The last few percentage points are the most expensive. The desired effort is where the two lines intersect. To the left of
this point are the combined costs indicating not enough maintenance (meaning the return from production is decreasing because of
the unavailability of equipment); to the right are the combined costs indicating too much maintenance. Maintenance can only guaran-
tee the availability of equipment to a certain point. At that point, the cost of maintenance to avoid the unavailability of equipment
becomes greater than the losses because of reduced production. In other words, maintenance costs are rising faster than the return
from guaranteed uptime.
Using a buffer of plus and minus 10 percent helps in controlling the desired level of maintenance. To maintain the lowest practi-
cal cost of maintenance, costs must stay within this 10 percent range. The cost of the availability of equipment in this graph is not the
measure of a single uptime statistic alone. It represents the total maintenance effort.
Workload Backlog
Workload backlog compares the amount of work on hand, assigned or ready
to be assigned, with the amount of labor hours available. It should include
work required by blanket work orders and planned preventive and predictive
maintenance for the period. It is generally thought that a lack of backlog
indicates overstaffing. In some operations this is not the case. On the other
hand, a 10-day backlog may signal the need for more staff or overtime or per-
haps a need to review the work to see what can be postponed or eliminated.
128 How to Manage Maintenance
Days of backlog are usually expressed as crew days, although some organiza-
tions prefer total labor hours. For example:
Overtime Ratio
The amount of overtime, expressed as a percent of regular hours, is called the
overtime ratio. It affects budget performance employee morale and plans for
staffing. Overtime is an important factor in preventive maintenance, backlog,
uptime ratios, and other forces within maintenance. The objective of manage-
ment is to keep the ratio within planned limits. If no overtime is ever needed,
it may be a signal that staffing may be too high. Excessive overtime usually
means poor management. The ratio should be monitored to indicate trends,
to highlight major problems, and to evaluate supervisory effectiveness.
Excessive overtime also creates classic personnel problems when it
becomes a way of life with employees. If it is suddenly reduced or eliminated,
employees may suffer great reductions in take-home pay. Overtime often
masks management deficiencies in workload planning and scheduling, train-
ing, labor planning, and discipline. Moreover, constant use of overtime works
to decrease productivity as work tends to expand to fill available time to do it.
It is the maintenance manager's responsibility to keep the overtime as close as
possible to the optimum planned levels.
vides timely ammunition in gaining control of this work and in getting sup-
port from the users of maintenance services.
WORK MEASUREMENT
One measurement desired by management and perhaps the most difficult to
obtain is the measurement of actual work rather than counting work. A num-
ber of methods compare actual time spent on maintenance jobs with an
established norm. Counting the actual time it takes to complete a job is rela-
tively easy if structured and supervised correctly. Comparing the actual time
with the estimated time on a work order is also a routine accounting task. But
ways of determining how long it should take to do the work are numerous
and varied. The question remains: Are the maintenance personnel accom-
plishing their jobs in a reasonable amount of time and at the right pace? This
is an important issue because it has been shown that major contributions can
be made to improvements in productivity and profitability through properly
planned and scheduled work, coupled with efficient execution of that work.
The time estimated for a work order is based on a specific work method
and is used primarily for scheduling the job at a particular time. The esti-
mated time should be a reasonable indicator of how long a competent worker
needs to complete the work. However, determining if jobs are being accom-
plished at the right pace can be a daunting task. Work of almost any type is
influenced by training, motivation, methods, planning and scheduling, super-
vision, and time. However, the manager who pursues this subject will be
rewarded because even a simple system that collects and assigns the average
time to accomplish similar jobs or tasks usually shows an increase of 10 per-
cent or more in effectiveness over a short period. There seems to be a natural
increase in productivity just because someone is keeping a record. A number
of systems that help in determining norms for performing maintenance
work. Among these are systems that provide historical standard data, engi-
neered time standards, and even elemental time study data for specific tasks.
Increasingly, machine operator tasks in manufacturing situations occur
within the time cycles of automated machinery, so worker pace is not a prob-
130 How to Manage Maintenance
lem unless the worker exceeds the time the machine is taking. This may
apply in some maintenance activities, as well. However, most maintenance
work tends to be largely unstructured and nonrepetitive, so the task of estab-
lishing budgets for how long jobs or activities should take can be difficult and
illusive.
In meeting this challenge, maintenance planners often use time esti-
mates based on recent local experience for similar jobs or based on best esti-
mates of people familiar with the tasks. Some resort to published standards or
information from manufacturers' manuals. Still others use sophisticated
computerized techniques of estimating, coupled with databases filled with
locally derived time estimates or purchased time estimates. Allowances for
travel, personal time, fatigue, delay, and so on are unique to each local site.
Planned work must have a time budget because this is key to being able to
schedule it. Completed work should be audited to compare actual versus
budgeted times so that time estimate databases can be updated and improved.
A job post audit is less costly than developing new time standards for each job
that comes along.
WORK SAMPLING
Although work sampling is not a precise measurement of effectiveness, it
does indicate how time is being used and, therefore, assists in pointing out
problem areas. This technique is a statistical system that uses ratio delay and
is based on the principle that what happens in a large sector of activity tends
to happen in a smaller one. Managers may draw inferences about the overall
situation by sampling the small sector. Most public opinion polls are based
on this method.
In maintenance, work sampling is most often used to determine the per-
centage of time spent on a number of items associated with performance of
observed jobs or activities. These items may include travel time, waiting for
parts, actually doing a job, idle time, and interruptions. The results are often
unexpected and startling. A typical work sampling report might indicate ten
131 How to Manage Maintenance
132 How to Manage Maintenance
133 How to Manage Maintenance
mechanics in a certain part of the facility spend 20 percent of their time trav-
eling, whereas their assigned work orders might have allowed much less. In
effect, the equivalent of two out of ten people assigned are doing nothing but
traveling from one place to another. The reasons for the high travel require
examination by supervisors. Work sampling studies and reports offer oppor-
tunity for understanding activities in operations such as maintenance, where
people move around a lot and perform varied tasks.
SUMMARY
In this chapter, we looked at ways to measure the effectiveness of the mainte-
nance function. We have also reviewed some indicators of specific activities
in various functional areas. The relationship among these data and their
effect on each other is important. An astute manager considers them as a
group and continuously balances maintenance resources while getting the
job done the best way possible.
To answer the question stated at the beginning of this chapter- How
am I doing?-the maintenance manager must set goals and measure the
results by using the mix of indicators agreed upon within the department and
with those in top management. A preferred way to record, measure, and
present results is to _employ computerized systems to generate reports and
graphs similar to those discussed in this chapter.
134 How to Manage Maintenance
10. Comparison of actual work hours with estimated work hours on 10. (a)
planned jobs is a way to:
(a) improve estimates on future job planning.
(b) assign responsibility for excessive time expended.
(c) confirm that the work was done.
(d) look for steps that were missed.
Computerized Maintenance
Management Systems (CAIMS)
Learning Objectives
By the end of this chapter, you should be able to:
INTRODUCTION
Throughout the first eight chapters of this course book, we made numer-
ous references to computerized systems for such things as preventive main-
tenance, work orders, scheduling, inventory management, maintenance
management, facility control, and reports. We pointed out that it is not
necessary to use a computerized system for successful management of any
part of a maintenance function. However, we would not do justice to the
subject of maintenance management if a full discussion of modern comput-
erized maintenance management systems (CMMS) were not included in
this course. The need for a CMMS is not specific to any one situation,
industry, or mission. However, use of computer technology in the adminis-
tration of a complex business enterprise such as a maintenance department
is almost a given these days. Most organizations, no matter what size, have
137
138 How to Manage Maintenance
Identifying the maintenance tasks to be done, listing each job and the steps
to complete it.
Describing the contents of each job or step.
Planning jobs: specifying the craft, number of hours, time required, parts
needed, and other pertinent information; providing specific objective
information (tighten to 15 lb./ft.) rather than subjective (tighten).
Scheduling jobs: ensuring all supporting assets are available and a fixed
. time or date is set.
Supporting the actual performance: monitoring execution of the work,
generating reports, and reacting and expediting to assure completion.
hensive work orders and supporting information. When progress has been
made or the job completed, further information can be entered into the
system, allowing status reporting and updating of databases. CMMS, in
effect, handle a lot of planned tasks that formerly would have been accom-
plished, if time permitted, by knowledgeable persons involved with mainte-
nance activities.
Certain support operations may be carried out by CMMS as enhance-
ments to the basic operations. CMMS can:
System Modules
In rare cases, systems are developed around one, large program. It is more
likely that systems in general use comprise several program modules. It is the
number and organization of the modules that determine the system's
attributes, capability, power, flexibility, and utility. By combining functions
and operations associated with a particular area of maintenance operations
into a single program module, the user is able to access related operations
more easily. These modules permit greater speed, convenience, and user-
friendly system operation. Some of the more prominent modules available in
current systems include:
Not every system has all these operating details, but most of them contain a
large number and new technical developments are happening all the time to
make the list grow.
CMMS IMPLEMENTATION
Second only to CMMS needs evaluation, implementation of the chosen
package is critical for CMMS success. No matter how good and user-friendly
a system, if the implementation is not carried out in a proper manner, it will
be impossible for the system to live up to its expectations. The implementa-
tion of CMMS can be broken into three parts: user training, evaluation of the
facility, and entry of data into the system. All three parts are equally impor-
tant to the success of the CMMS.
143 How to Manage Maintenance
The user often does not have the resources or expertise to perform these
three parts. If that is the case, the user should select a CMMS vendor that can
supply the needed implementation services as part of the total solution.
Obviously, the user will still have to be involved in the implementation, but
this load will be considerably reduced by vendor support.
User Training
User training should be focused on the work situation of the people who will
be using CMMS and not just a learning exercise on how to push the right key
on the computer. The training should be more of a workshop in which the
trainer and users work with life examples from the maintenance management
system environment. The trainer must teach personnel about how the system
is designed and operated, and procedures must be developed about data col-
lection. Also, decisions need to be made regarding who will act on the
system's outputs and the actions they will take. The system is only a means of
improving the quality and speed of communications within the maintenance
function.
Data Entry
Data entry is the most time consuming but also the simplest part of the
implementation. A team of data entry personnel needs to enter the data, or
information, into the computerized system databases in the format and quan-
tity the system requires. The data entry persons do not have to have extensive
knowledge of the system. However, this stage needs to be supervised by peo-
ple who thoroughly understand the system.
SYSTEM OPERATION
With the advent of powerful personal computer (PC) technology, most avail-
able CMMS are supported by microcomputers. This is true even for large
144 How to Manage Maintenance
REPORTS
A dizzying array of reports are possible with CMMS. These vary from fixed,
standard reports that are common to most all systems to highly customized
reports useful only to users having unique information requirements. Sellers
of commercial CMMS have made great strides in offering report generators
that suit virtually every need for user information desires. Generally, reports
are offered in categories such as:
Report Samples
As shown by Exhibit 9- l, the vast number of reports available through
CIVIMS makes it possible to obtain just about any type of information useful
in managing maintenance. The few samples that follow in this chapter are
views of what can be seen on the CAWS screen and then printed out. These
exhibits illustrate the variety of reports possible. Exhibit 9-2 demonstrates
work and purchase order functions; Exhibits 9-3 and 9-4 deal with database
inquiry and analysis; Exhibit 9-5 shows inventory management functions;
Exhibit 9-6 indicates some of the preventive maintenance reports.
SUMMARY
The time and effort needed to select and implement CMMS are well spent
because of the benefits and savings they offer in managing the maintenance
function. Intense evaluation of the requirements of the user should be under-
taken before any system is chosen. There is a support cost associated with
using CMMS. Constant attention must be given to keeping the system up to
date and supplied with input data. Growth of the maintenance department's
responsibilities may require expansion and upgrading, even replacement, of
the system. These represent added cost. But the added dimension CMMS
offer in managing the maintenance function is well worth the investment.
157 How to Manage Maintenance
S. The two most important actions to ensure successful CMMS are: 5. (a)
(a) a needs survey and good user training.
(b) adequate funding and management backing.
(c) staff enthusiasm and plenty of time.
(d) a completed equipment inventory and PM procedures.
158 How to Manage Maintenance
Bovay, H.E., Jr. Handbook of Mechanical and Electrical Systems for Buildings
(1989)
159
160 How to Manage Maintenance
Juran, J. M., F M. Gryna. Quality Planning And Analysis, 3rd ed. (1992)
163
164 How to Manage Maintenance
13. Perhaps the most important issue in controlling maintenance inventory is:
(a) the number of jobs to be supplied with materials.
(b) record keeping.
(c) computerization.
(d) the size of the inventory itself.
21. In a manual system, the planner retains the copy of the work
order.
(a) open
(b) closed
(c) originator's
(d) work
31. The must approve job requests for planning and scheduling ac-
tivity.
(a) maintenance manager
(b) planner
(c) requester
(d) accounting department
32. In the 1,2,3,4 system, number 2 indicates a(n) type of job that
must be completed after the work order is received.
(a) emergency ... immediately
(b) urgent ... five days
(c) routine ... seven to ten days
(d) deferred ... three to five weeks
36. The list of all parts, which allows maintenance to choose the materials to
complete assigned jobs is called the:
(a) work order.
(b) alphanumeric description.
(c) stores catalog.
(d) maintenance inventory.
39. Breaking a job into components and estimating the time required to com-
plete each component is the estimate.
(a) slotting
(b) engineering
(c) historical
(d) CPM or PERT
40. It is important that you plan your training needs for years.
(a) one
(b) two
(c) five
(d) ten
41. Maintenance managers should give attention to their own training needs in
the area of
(a) technical and managerial skills.
(b) financial management.
(c) OSHA regulations.
(d) environmental and pollution abatement.
S0. For effectiveness and cost control, the maintenance inventory should be lo-
cated:
(a) where the mechanics spend most of their time.
(b) in any place(s) that make(s) good sense.
(c) only in a covered, locked, heated facility.
(d) as close as possible to the receiving dock.
The Practice Case
INSTRUCTIONS: The practice case enables you to sharpen the ideas and methods you
have studied by applying them to a realistic business problem. The answers you pro-
vide to the questions are not submitted to Educational Services for grading. Rather,
as its name implies, the practice case gives you the chance to practice for the examina-
tion case by having you put your newly acquired knowledge to work through analyz-
ing and solving problems in a realistic setting.
After reading the case, summarize and analyze the situation as it has been pre-
sented. Ask yourself, "What is really going on here?" Read and answer the review
questions, and then prepare a written analysis and solution.
171
172 How to Manage Maintenance
equipment, have been overwhelmed by the rapid growth and the need to
meet increasing demand almost daily. It's a high technology industry, it's new,
and the necessary skills are not available. Future Company began in a garage
two years ago. Its founders were two brilliant science majors just out of col-
lege. They had no manufacturing knowledge and no exposure to it. They
concentrated on the technical development area, and the company just grew.
Recognizing the problem, they recently hired an experienced operations
manager, Ron Tuit.
ALDO'S REVIEW
Aldo decided to review existing control systems first. Aldo planned to review
all functional activities, as well, including inventory, preventive maintenance,
planning and scheduling, and training. However, he felt the best place to
start was with the three basic systems for running a maintenance department.
As Aldo put it, "You can't do anything without a work order, a priority sys-
tem, and feedback or a reporting system."
reports generated by the department. The work order contained the follow-
ing information:
This information seemed limited, and many of the work orders were lost
after being written. This created concern and arguments and claims that
work orders were not written or that the work was not done.
Next, Aldo reviewed 50 completed work orders. He obtained the follow-
ing information:
Priority Review
After reviewing the work orders, Aldo obtained a copy of the priority proce-
dures. The system was short and simple. It stated:
Priority Description
1 Emergency-do right away
2 Urgent-within 24 hours
3 Routing-within 48 hours
4 Planned-within 5 days
Reporting System
The third function Aldo reviewed was the communication, or reporting, sys-
tem. He found that a monthly report containing the following information
was issued:
In addition to this report, which was Aldo's primary concern, there were
a number of other reports that were prepared on a monthly basis - absen-
tee, overtime, and vacation reports, as well as OSHA forms and so forth.
Review Questions
I. What would you expect a report generated from the work-order system
to contain?
2. Would you use average time to complete a work order as an index?
3. What information about effectiveness would you expect from a work
order system?
OBTAINING FEEDBACK
Next, Aldo decided to interview some foremen in maintenance and manufac-
turing to obtain their opinions of the control system. The maintenance
department employed 55 craftsmen, 3 foremen, and one general foreman.
The manufacturing department included 2 production managers, 2 superin-
tendents, 7 foremen, and 220 hourly employees. He gave himself a week's
time to interview all managerial personnel and some of the hourly employees
and obtain the information he needed. After completing the interviews, he
summed up the comments as follows.
Production Comments
Priorities
Production should assign priorities. It's our responsibility to keep the equip-
ment running. Besides, we know what is critical; others don't. We ask for a
No. 1 priority because we need to get the work done now. We can't trust
maintenance to get repairs done on time anyway.
Work Orders
No more information is required. The orders tell maintenance what to do
and when to do it.
Work Orders
There isn't any more information required. The orders tell maintenance
what to do and when to do it.
175 How to Manage Maintenance
Reporting Information
It's fine because we know how much was spent, and how many jobs were
done in our departments. We know the average cost to complete each work
order. It also proves our point that priorities aren't met.
General Comments
The systems are fine for our needs, the people are okay, but something seems
to be wrong with the way maintenance is managed.
Maintenance Comments
Priorities
Everything has to be done right away. There isn't enough time. Rome wasn't
built in a day! It's no wonder we don't get the jobs done on time. Who could?
We should set the priorities. After all, we know the amount of work we have
to do.
Work Orders
The work orders just add up to a blizzard of paperwork because we have so
many small jobs. We spend most of our time trying to keep up with the paper
work. Why don't we assign men to production departments to do what is
requested? It would save the foreman a lot of headaches.
Reporting Information
We wouldn't know because we don't get the reports anyway. Sure, we would
like to know what's going on.
General Comments
Every day new equipment is installed. How can we keep up with repairs?
Anyway, parts are never available.
Aldo knew he had all the information he needed and started to write his rec-
ommendations on controls that should be instituted immediately.
Review Questions
1. Why aren't priorities met?
2. What problems could develop if mechanics were assigned to production
departments?
3. Is there a solution to excess paperwork?
4. Should the maintenance foremen receive reports?
5. If you were Aldo, how would you answer these questions? Outline your
answers.
pany, his solution was to develop training programs using this equipment. In
fact, he proposed that some maintenance people participate in building the
equipment as part of their training.
To justify training costs, Aldo pointed out that this early interface with
design and building would aid in developing the preventive maintenance pro-
gram and identify routine repetitive tasks required on the equipment. This
knowledge would help ensure uptime.
"It isn't just the priority and work order systems that need revamping,"
Aldo reported. "It is impossible to schedule or plan work on the basis of
must-be-done-right-away philosophy. Under these circumstances, even if
there were a planner, it would be difficult to succeed."
Aldo felt that the following functions would be required to operate the
new maintenance department:
Employee relations
Safety
Repairs
Stores control
Controls
Budgeting
Engineering
Preventive maintenance
177 How to Manage Maintenance
Training
Planning
Scheduling
Construction
Record keeping
Energy conservation
Regulatory compliance
179
180 How to Manage Maintenance
Getting a grip on the work being done via an improved work order con-
trol, would give Aldo a means of requesting, assigning, and following up on
work done; providing a method of communicating written, detailed instruc-
tions on work; providing a method of estimating and comparing actual costs
of work; and providing data from which reports can be prepared.
The requested priorities were emergency oriented, probably because the
requesters had found that this was the only way to get some action on their
problems. This suggests a big problem with ongoing preventive maintenance
activities in the plant. Moreover, it suggests that overall management of
maintenance work is deficient.
A first attempt at easing the priority problem is to meet with the produc-
tion management team and others who make significant requests for mainte-
nance work to discuss the allocation of maintenance response capability. The
aim is to achieve more realistic priority ratings on requests and more com-
plete information about the work or problem involved. Aldo would have to
make the commitment that maintenance supervision will review the requests
more closely and seek to satisfy the higher priority requests first, with others
at realistically scheduled dates later. Administratively, the maintenance man-
ager should reassess the definition of priorities No. 3 and No. 4, and redesig-
nate them for more credible response times, such as one week and 30 days,
respectively.
It appears to Aldo after his review that the work order activities were not
reported very well. Managers should develop reports that point out achieve-
ments and highlight problem areas. In this case, they should attempt to
develop and produce monthly reports that indicate the following:
Using the average time to complete a work order as an index in this case
might be misleading for Aldo because there are a lot of current organizational,
supervisory, and training problems in the maintenance area. Moreover, the
plant is in an industry characterized by rapid change in technology and growth.
He could also be given the wrong signals by an average time to complete a
work order index because so few of the jobs actually done in the plant are cov-
ered by work orders. It would probably be a meaningless index.
Typically, a comprehensive and well-supported work order system would
offer Aldo a detailed picture of how effectively the maintenance department is
doing its work. It tells what work was done, for whom is was done, who did it,
181 How to Manage Maintenance
what work is yet to be done, and whether the work was done in accordance
with labor and materials estimates. By analyzing this basic information, Aldo
can get a true measure of departmental effectiveness.
From Aldo's interviews, it is apparent that priorities are not being met for
two main reasons: First, it looks as if there is no preventive maintenance pro-
gram in place. Second, between production and maintenance, there is no over
all management coordination of priorities, hence the numerous requests for
No. 1 priorities and immediate due dates. Assigning maintenance workers to
the production areas on a full-time basis would only worsen the problems
because there would be an imbalance of skills and ultimately a shortage of per-
sonnel to respond to major equipment outages elsewhere. In addition, the
assigned mechanics would lose the benefit of timely advice by supervisors in
the maintenance department and their training would probably be neglected
while under informal supervision by production managers.
Implementing a computerized maintenance management system
(CIVIMS) could considerably ease the paperwork problem. This would
allow for electronic means of requesting work to be done, planning and
scheduling of the work, priority ranking, work order creation (with a good
bit more information in it), and progress tracking as the job is completed.
Ironically, CMMS result in more paperwork, but it is accomplished mostly
within the systems, relieving the maintenance workers of having to prepare
and process it.
Maintenance workers should receive all reports that pertain to the area of
their responsibilities and, where applicable, they should see management
reports, as well. After all, maintenance supervisors and workers are the people
closest to the work, so the reports could only make them more aware of the
results and effectiveness of their work.
Aldo's assessment of maintenance probably would produce an organiza-
tional need as follows: work control-that is, job tracking and reporting, plan-
ning and scheduling, training, equipment design, mechanic support for the
facility (mostly in production), tool control, inventory control, repair shop,
preventive maintenance, outside technical services contractors, and construc-
tion. Aldo's proposed organizational scheme is presented in Exhibit PCS-1.
Projected Maintenance Budget
In the Practice Case, Aldo prepared an initial budget in the range of
$2,917,200 to $3,000,000. By contrast, a more definitive, or built-up, budget
might look like the following:
Aldo's current budget (labor for mechanics and foremen plus benefits)
would apparently be increased by 13.5 percent ($1,388,180 to $1,576,159),
materials, utilities and other charges excluded. This increase can be justified
because it should provide better work management and supervision, more
planning and estimating for the work, an improved priority system review, and
the prospect of less downtime and interruption of production operations.
Assuming a cost of sales of 50 percent, an improvement of only 1 percent in
production efficiency would yield almost twice the amount of the added new
staff costs in maintenance. One would expect actual productivity improve-
ments of much more than that small percentage. Unless something is done
about maintenance, the company's growth will surely be halted, if not put into
decline.
In the practice case example, to justify his proposed budget Aldo re-esti-
mated his annual budget at $3 million, based on 10 percent of the original
equipment cost of $30 million. Aldo appears to be in the right ballpark, but
may be taking a big chance because of the way he arrived at the $3 million fig-
ure. Because we don't know the actual annual current or projected sales, the
best information is the amount invested in the plant's equipment, which is $30
million. But replacement of that equipment might now run as high as $3 5 mil-
lion, or $30 million plus an assumed inflation figure of 8 percent, compounded
over two years). So Aldo's annual budget estimate, instead of $3 million, might
well be $3.5 million if based on 10 percent of calculated replacement cost.
Viewed another way, his $3 million estimate could be low by around $215,000,
compared with the earlier calculation we show for a proposed budget of
$3,214,759. However, he may not be as far off as it seems. We don't really
know the amount he has included in his first budget pass for utilities.
It appears Aldo needs to do more investigation and gathering of useful
facts to arrive at sound justifications for his proposed staffing and budget rec-
ommendations. He could be fairly close to the right estimates at this point or
dangerously low. However, the gross judgments and solutions he has arrived at
so far show the mark of good judgement. He has put the maintenance function
on the right course and appears to be firming up a good plan to keep it moving
that way.
183 How to Manage Maintenance
Selected Readings
Effective Maintenance
Management RAMESH C. GULATI, PE.
INTRODUCTION
American industry is facing the most critical time in its history since the Indus-
trial Revolution. Never before has the challenge to its very existence been so
clearly threatened. Not only must we compete with U.S. manufacturers, but
we must also consider off-shore competition. Today, the automotive, elec-
tronic, textile, and toy industries and many more, including the aerospace
industry, are being severely challenged by the foreign-based manufacturer.
Producing a quality product or providing quality services at competitive prices
has become a key issue for survival in today's environment.
If a facility is not kept operable within reasonable cost limits in today's
competitive environment, the whole organization will suffer, or perhaps even
be forced to close its doors. To keep a facility operationally cost effective, the
resources required (such as people, equipment, and material) must be utilized
efficiently. All activities should be evaluated in light of the total operating sys-
tem and be optimized to reduce the total cost.
Availability of equipment/plant to manufacture a product or to produce
services (such as testing in the ground testing facilities) is a key factor in con-
trolling the cost of testing and maintaining the competitive edge. If the equip-
ment is down because of failure or other operational problems, it delays the
testing causing an increase in testing cost. It is not cost effective to operate
equipment/plant at less than their rated capacity on a continuing basis.
Source: Reprinted with permission from Sverdrup Technology, Inc., Arnold Engineering Development
Center, Air Force Systems Command.
195
196 How to Manage Maintenance
FACYLITY BACKGROUND
Arnold Engineering Development Center (AFDC) is an Air Force-owned,
contractor-operated research and development test facility. It has contributed
to the development of virtually all of the nation's top priority aerospace, pro-
grams, including the Atlas, Minuteman, Peacekeeper, Space Shuttle, F-5/16,
ATF, Tomahawk, and NASP (National Aero Space Plane).
AFDC operates the most advanced and largest complex of flight simula-
tion test facilities in the world-some forty aerodynamic and propulsion wind
tunnels, rocket and turbine test cells, space environmental chambers, ballistic
ranges, and other specialized units. Facilities can simulate flight conditions
197 How to Manage Maintenance
from sea level to altitudes around 1,000 miles, and from subsonic velocities to
those well over Mach 20.
The mission of AEDC is to test aircraft, missiles, and space systems at the
conditions they will experience during flight. The objective is to help develop-
ers qualify their systems for flight, improve system designs, establish perfor-
mance levels before production, and help users in resolving operational
problems.
To support its mission, AEDC maintains a variety of equipment/systems
in several major facilities. Large air compression systems are the basic type of
equipment used in these facilities. In addition, a wide range of support equip-
ment, including the fastest and most advanced computer systems, are installed
in these facilities to support testing. The total installed capacity of the equip-
ment/systems at AEDC is in excess of 1,300,000 HP The cost of electric
power to operate these facilities is over $2,000,000 per month.
The Engine Test Facility (ETF) is one of the key facilities at AEDC used
for testing the propulsion systems for advanced aircraft, missiles and space
vehicles. These propulsion systems include rocket motors, turbojet, and tur-
bofan engines. The ETF is operated and maintained by Sverdup Technology
Inc. under contract with the Air Force.
Propulsion testing in the ETF provides the test variables such as pres-
sure, humidity, temperature, and air flow, throughout the environmental con-
ditions that an engine is expected to encounter in actual flight. There are
three plants located in the ETF that can generate conditioned air in excess of
1,400 lbs/sec (1,300,000 cfm) in the range of 0 to 300 psi. This air is then
channeled through various test cells to create the required environmental
conditions. These plants have over 20 axial and centrifugal compressors in the
range of 5,000- to 50,000-hp capacity, refrigeration systems, process air heat-
ers, and miles of air-piping/ducting, along with other associated equipment.
MAINTENANCE OBJECTIVES
Maintenance is any activity designed to keep equipment or other assets in
working condition. Poorly maintained equipment can be unsafe to operate
and can create high costs in the form of delays, defective products, and idle
ti me. Maintenance usually deals with servicing equipment, replacing worn-
out parts, and performing emergency repairs.
The goal of an operations and maintenance organization should be to
ensure that equipment/facility capacity is maintained and operated cost-
effectively. Maintenance activities should be evaluated in light of the total
operating system and optimized to reduce the total cost. Therefore, overall
maintenance objectives should be to:
Prevention.
Resources/tasks optimization.
Culture.
PREVENTION
The prime reason for higher maintenance costs is equipment failures. Exces-
sive equipment failure causes two problems: It increases the cost of mainte-
nance; and it reduces the production capacity. The application of prevention
techniques to reduce failures is an important strategy which should be
adopted. The following are some of the prevention techniques:
Preventive Maintenance
Preventive Maintenance (PM) involves a pattern of routine inspections and
servicing at regular intervals. These activities are intended to detect potential
failure conditions and take steps to prevent their occurrence.
Traditionally, PM programs are set up to carry out equipment mainte-
nance, on a regular calendar schedule or by hours of operation, based on the
manufacturer's recommendations. These recommendations are usually based
on average operating environment. However, questions we must answer
include: Is our operating environment different? What is the failure rate of
the equipment? We must adjust/modify the PM program to met our equip-
ment's operating environment and reflect our experience.
Predictive Maintenance
The primary objective of Predictive Maintenance is also to detect potential
failures, but it goes beyond this to predict equipment condition by monitor-
ing vital equipment performance parameters such as vibration levels, flow
rates, pressure, etc. Inspection or repair is only conducted when measured
values reach predetermined limits.
This technique is currently being applied very effectively to rotating and
reciprocating types of equipment. In addition, new measurement and assess-
ment techniques utilizing artificial intelligence are being developed to
enhance the system.
Ideally, Predictive Maintenance should be utilized whenever feasible.
However, it may not be cost effective in every case. The cost of preventive,
199 How to Manage Maintenance
RESOURCES/TASKS OPTIMIZATION
Maintenance tasks, sometimes known as repair activities, can be grouped into
two major categories: Planned and Unplanned. The "Unplanned" tasks, also
known as "Failures" or "Breakdowns," are usually an emergency and are per-
formed when equipment fails to operate, often at a premium cost. Planned
tasks can be further divided into two classifications: Prevention (preventive
maintenance tasks) and scheduled (corrective repairs) resulting from PM
findings.
There are a number of techniques/tools that can be applied to optimize
the resources required for maintenance activities. Some of these techniques/
tools include:
Equipment History
An equipment history data base is the foundation of any maintenance organi-
zation. This data base aids in the decision-making process to maintain the
facility in a cost-effective manner. The equipment data base should contain
the following information:
Failure-breakdown events.
Preventive Maintenance (PM) data.
Planned/scheduled repairs.
Operating/usage hours.
Repair time and cost.
Information from the equipment data base can be used to perform failure
analyses to identify problem areas. This allows cost-effective corrective
actions to be taken to reduce failure rates and repair time, thereby increasing
equipment/plant availability.
The results of a failure analysis using data from an equipment data base
and utilizing a simple Pareto approach (an analysis tool) are shown in Exhibit
SR 1-2.
The number of failures for a large compressor system, including those
due to human error, are shown in the exhibit.
201 How to Manage Maintenance
Cause and Effect Analysis is another technique that can be used very
effectively to identify problem areas. It is a structured technique for uncover-
ing, layer-by-layer, the most probable causes associated with a failure (defect)
category. Once the probable causes are known, an investigation can focus on
determining the actual root causes.
Exhibit SR1-S is a type of Cause and Effect diagram called a "Fishbone"
diagram. It is a simple diagram illustrating the effects and causes of "down-
time." It is a general template which can be adopted for any type of equip-
ment failure analysis.
The Cause and Effect diagram is a road map to chart routes for investi-
gation when problems arise. It can be very useful in helping to reduce the
number of possible causes and categories to be investigated. It optimizes the
process for determining root cause and taking corrective action.
flow process, from work requests to job completion, and then making
changes for improvements. A typical work process chart is shown in Exhibit
SR1-6.
To plan maintenance work effectively, it is very important to know how
long it should take to do a specified job. Estimating the time required to do a
job is a key element in maintenance planning. Work/time standards have been
used in production areas very effectively. It has been generally perceived that
the work/time standards concept can't be used in the maintenance area since
every job is unique. However, work/time standards for maintenance work have
been developed and are being used successfully with positive results.
In developing standards, the maintenance tasks are usually broken down
into smaller elements which are common to many processes. An example of
this would be replacing the gasket in a 6-in. flange, removing a 10-HP motor
of a xx frame size, connecting/disconnecting lead wires of a 10-HP motor to a
control box, etc. These small task elements, also known as benchmarks, can be
developed and aggregated to make a standard time for a particular job. A
work/time standard includes:
205 How to Manage Maintenance
mize total maintenance costs. The next example illustrates how the preven-
tive and the breakdown maintenance cost can be estimated and compared to
minimize the total cost.
Other examples include how simulated breakdown and repair time values can
be used to estimate breakdown cost, and how these values assist decision
making in determining the appropriate crew size or selecting a preventive
maintenance policy (i.e., how often service should be performed based on
probability model).
formed, and equipment history including failure data, materials, and inven-
tory costs. A Computerized Maintenance Management System (CMMS) can
provide the necessary information. A CAMS is an essential tool in today's
environment. It helps the maintenance department operate in a much more
structured environment.
CMMS, or simply maintenance software, can allow maintenance depart-
ments to organize and plan all maintenance-related activities (e.g., preventive
maintenance, equipment records, work orders, spare parts, etc.). It can help
to establish a good equipment history database to perform a variety of analy-
ses. Most of the software utilizes a relational database which provides flexibil-
ity, rapid access, and the efficiency to accommodate a larger amount of data
as the information level need grows.
The market is currently flooded with maintenance software with a wide
range of capabilities. The cost of this software ranges from $500 to $200,000.
Selecting the right software for an application becomes a complex task. The
maintenance software can be grouped in three classifications:
Mainframe
Mini based
PC based
PC based software has the largest selection available. This software can be
subgrouped again in three classifications: Low, medium, and high.
Software at the low end of the spectrum usually has limited capabilities
and may cost less than $6,000. Software on the high side of the spectrum usu-
ally costs between $15,000 to $25,000 and has a broad range of capabilities.
In fact, in some cases, better features are available than in a mainframe sys-
tem. Almost all of them can be used in a multiuser environment.
Selecting CLAIMS or maintenance software to meet your needs usually is
not an easy task. Current processes and future needs should be evaluated --to
establish CLAIMS requirements it may require a thorough investigation or
audit of the maintenance department operation. In general, the functions of a
CIVIMS should include:
The subsystems listed above can be used as criteria for evaluating main-
tenance software. To improve the selection process, these subsystems could
be weighted according to importance factors based on requirements. In addi-
tion, three other factors should be considered before making the final selec-
tion.
Enhanced PM program.
More complete equipment repair history.
Improved planning and scheduling performance.
Improved inventory control.
Increased labor utilization.
Improvement in communication/decision-making ability.
The study also listed the top twenty vendors of CMMS based on user
satisfaction ranking. The author also performed a somewhat similar evalua-
tion of CMMS vendors and grouped them in three categories based on the
capabilities spectrum. Details of this evaluation will not be discussed in this
paper because of space limitations.
CULTURE
The success of some techniques/tools used in optimizing the work is very
dependent on a company's culture. A spirit of cooperation and a cordial rela-
tionship among the labor work force and the company management is a key
ingredient for successful application of these techniques/tools. Some of the
techniques/tools that can be categorized under this classification are-
Equipment/System Level
Maintenance Department Level
Downtime
Cost: Repair-Downtime penalty
Reliability-Availability-Maintainability Parameters: Availability percen t
Mean Time Between Failures (MTBF)-Mean Time to Repair (MTTR)-
Mean Time to Maintenance Actions (MTTMA)
CONCLUSION
Maintenance is an important function in any organization which can be
planned and managed effectively. Maintenance must receive emphasis and
support from the top management to meet objectives, which are to maintain
and increase the equipment or plant capacity to cost effectively deliver a
quality product.
Using the appropriate type of techniques/tools to improve the mainte-
nance function, maintenance can become a major contributor of enhanced
ability and improved profitability in an organization. Some of these tech-
niques/tools require a cultural change and should be implemented with a
well-planned strategy.
BIBLIOGR"HYIREFERENCES
Moss, Marvin A. Designing for Minimal Maintenance Expense. Marcel Dekker,
Inc., New York, 1985.
Monks, Joseph G. Operations Management. Theory and Problems. McGraw-
Hill, Inc., New York, 1977.
213 How to Manage Maintenance
INTRODUCTION
For many years, industries have focused on equipment reliability through ser-
vice groups such as plant engineering and/or maintenance organizations.
Appropriate technologies were developed and administered by these "cham-
pion groups." The actual owner of a given piece of equipment (the operator)
had very little knowledge of his equipment and usually less of the technologies
necessary to enhance its reliability.
At Tennessee Eastman, in 1986, a process called Total Productive Mainte-
nance (TPM)* was developed. Simply stated, TPM is a conscientious, system-
atic, data-based approach to skills transfer. Through TPM, the operators have
become "owners" of their equipment and craft workers have become more
process-oriented. We'll discuss the TPM culture in depth later in this article.
Currently, TPM is progressing toward TPM 2. In TPM2, the entire man-
ufacturing process has to be reviewed with a focus on the social and technical
changes required for continual improvement. This analysis revealed a needed
change in the way that production equipment was made and/or maintained in
a reliable state.
As a result, the concept of Total Equipment Reliability (TER) was devel-
oped. TER is a process which empowers "community teams" in a plant to
apply reliability technologies that will reduce or eliminate major production
losses including start-up, defects, throughput, idle and minor stoppage, pro-
duction changes, and failures. TER, when implemented with commitment, is
the philosophical and practical foundation of Capacity Assurance.
215
216 How to Manage Maintenance
Capacity Assurance is the ability to make sure that your equipment and
processes are capable of producing the desired quality product for the best
value possible.
Historically, "maintenance" has been viewed in a negative light, a neces-
sary evil to be lived with. Think of car repairs ... or a broken-down washing
machine ... or perhaps, most frustrating, an expired warranty.
In industry, "maintenance" has had a similarly negative image: downtime
. . . broken equipment ... production stoppage. "Good maintenance" is often
considered to be an oxymoron whose two words contradict one another.
Capacity Assurance requires that maintenance in the '90s become a part of
a company's management strategy and not just a job performed by the trades-
man. Management must make a paradigm shift to view maintenance costs as a
percentage of replacement costs (i.e., of assets), not as a percentage of sales.
The primary reason for this shift is global competition. When sales are
affected by currency fluctuations in foreign markets, the use of "per cent of
sales" becomes an unsteady criterion for budgeting maintenance in contempo-
rary industries.
A more realistic, less volatile standard is benchmarking a company against
the "Best of the Best" from various international sources. This benchmark will
provide a more accurate foundation on which to base true costs of mainte-
nance. Successful world-class companies of the '90s will be those which shift
their corporate strategies by benchmarking on like businesses in their respec-
tive fields. (See Exhibit SR2-1.)
Capacity Assurance also recognizes that corporate management methods
of maintenance must change due to undeniable trends: the evolution of new
technologies; and the emergence of new, people-based realities. As noted ear-
lier, these two trends are addressed at Tennessee Eastman in the implementa-
tion of Total Productive Maintenance.
The following discussion of TPM is excerpted from "Total Productive Mainte-
nance; TPM That Works, " B. N. Maggard, Tennessee Eastman Company, 1989.
who spots the problem can go ahead and take remedial action. This elimi-
nates the nonproductive administration cycle and equipment is restored to
operation with significantly less downtime.
IMPLEMENTING TPM
Building Commitment
Information and involvement are the key elements here. Make sure that
everyone who will be involved with the TPM effort gets first-hand informa-
tion about the nature of the change, how the change will take place, and the
extent of the change (if known). TEC's approach to keeping everyone
informed has been to develop a slide presentation and video which TPM
220 How to Manage Maintenance
Opportunity Audit
Before embarking on a TPM effort, an opportunity audit should be con-
ducted to provide additional insight into areas having the greatest potential.
221 How to Manage Maintenance
Such an audit needs to take into consideration the interests of both the
maintenance organization and the operations group-and these interests
aren't necessarily the same. From the standpoint of improving productivity
and cost reduction, the maintenance group is usually quick to identify high-
frequency, low-skill tasks which consume a lot of resources. Operations, on
the other hand, is concerned about equipment downtime, product quality,
waste levels, and schedules. The opportunity audit should consider the
needs of both groups and produces best results when both parties partici-
pate. The audit is intended to help identify the areas of opportunity, not to
identify specific tasks-the TPM implementation team should have the free-
dom to identify specific tasks without management interference. The focus
should not be restricted to task value alone but should also consider the
interests of people. The theme is to start small, ensure success, and build on
strengths.
Implementation Steps
Implementation of TPM is accomplished in a more expeditious manner if a
well-defined implementation sequence is used (See Exhibit SR2-5.)
222 How to Manage Maintenance
Anticipating Concerns/Resistance
The introduction of TPM represents a change which impacts on the day-to-
day work routine of both operating and maintenance personnel, a change
which alters job content and may be perceived as a threat to earnings, job
security, and safety. These issues should not be avoided but should be
accepted as a normal response from concerned individuals. A conscientious
effort should be made to anticipate concerns which will arise. With these in
mind, responses should be developed which address the concerns as directly
as possible. Management should establish a definite position on particular
items which are likely to be major concerns. A definite statement outlining
that position should be issued at the beginning of the TPM effort. The key is
to make sure that potential resistance is removed or minimized by providing
"up front" information which will help individuals reach rational conclusions
about the expected impact of TPM.
223 How to Manage Maintenance
IMPLEMENTING CAPACITY
ASSURANCE IN TODAY'S WORLD
Traditionally, management focus has been on "preventive maintenance." If
something did break down, technological champions (such as service groups)
would ride down on their white horses, solve whatever the problem was, and
then ride out of town. Maintenance personnel were left feeling, "Why
couldn't I have done that?"
Predictably, the result was fragmentation, no consolidation, no "owner"
input. And everyone waited until the next breakdown, when the white horse
champions would ride into town again.
The CBM strategy derives its strengths from a TPM concept-Total Equip-
ment Reliability (TER).
TER is founded on four principles:
Equipment Failure
One of the most costly downtime situations a production unit can experi-
ence. It has been estimated that breakdown failures cost 10 times more than
planned maintenance, and take four time longer. This type of failure is where
most engineering and maintenance groups focus their efforts.
Production Changes
A loss of many days can be incurred when equipment has to be cleaned
before another product can be made in it: when equipment is down, not a
pound of product is being made.
Effectiveness of Equipment
While the first two losses are sporadic in nature, this loss (often called
"throughput") is a chronic problem of major proportions. Most industries will
live with this type of loss, yet calculations show that a piece of equipment
operating at 80 percent efficiency is so ineffective that it might as well be tak-
ing 1.4 days of unearned leave every week! For example, because it's 30 years
old, a water pump rated for 25,000 gallons a minute is pumping only 19,000
gallons, a 20 percent loss of efficiency. Yet, the pump could be repaired to
operate at optimum capacity.
227 How to Manage Maintenance
RELIABILITY TECHNOLOGIES
In order to assure the capacity of a unit, the equipment must be made and
maintained reliably. Numerous reliability technologies are available to do
this, some of which are:
Some of these technologies have highly specific uses and should be employed
as a custom fit. However, many of the technologies can be employed in:
Bear in mind that reliability technologies should only be one of the means
to accomplish Capacity Assurance. The other major driving force toward
equipment reliability is employee (stakeholder) involvement.
Think of the reliability of a piece of equipment in the same way you
think of your body-there's a definite "bathtub curve" in the respective lia-
bilities (see Exhibit SR2-7). When a baby is born it's associated with high
front-end costs and low capabilities. As its body matures, the accompanying
cost of healthcare decreases with the increase in capability. In the later years
of life, the body requires considerable Restoration Maintenance (for instance,
recovery from gallbladder surgery). By the end of its useful life, the body
requires enormous expenses to keep it operating with very little capability.
It's the same with a piece of equipment. When it's new, there's a high
front-end cost and a low initial capability. As its capabilities increase, mainte-
nance costs are minimal. However, as it ages, the equipment needs consider-
229 How to Manage Maintenance
SUMMARY
Capacity Assurance, or TER, appears to be a successful management tool for
industry. By providing management a framework for redefining mainte-
nance's place in the corporate strategy, Capacity Assurance will enable a com-
pany to assume a leadership role for its employees, its shareholders, and its
customers.
GLOSSARY OF ABBREVIATIONS
CBM-Condition Based Management. A maintenance process based both in
technologies and in operators/maintenance.
ECC-Eastman Chemical Company. Parent company of TEC.
PM-Performance Management. The use of industrial psychology to manage
the desired behavior of employees. Its three major component are Anteced-
ents, Behaviors, and Consequences.
TEC-Tennessee Eastman Company. Based in Kingsport, Tennessee. Where
TPM has been implemented for several years, with significant results.
231 How to Manage Maintenance
233
234 How to Manage Maintenance
need versus cost and, 60 Maintenance organization Ordering, inventory costs and,
numbering schemes and, 61-62 area assignment and, 18-19 59-61
ordering and costs and, 59-61 large organizations and, 8 Ordering materials, 97
role of purchasing and, 60-61 medium organizations and, Organization, maintenance and,
storage locations and, 67-68 3-8 1-2
stores catalog and, 62 small organizations and, 3 Organization charts, 3-8
technical database and, 62 Maintenance personnel, large organizations and, 8
Inventory level control, 62-66 overstaffing and, 30 medium organizations and, 3-8
economic order quantity Maintenance stores, 58 small organizations and, 3
(EOQ) and, 62-63 Maintenance supervisors, 14-15 Organization rules and
safety stock quantity and, 62-63 Maintenance support programs regulations, 19-20
(MSP), 75-80 Original equipment manufactur-
, lob cards, 40 costs of, 80 ers (OEM), training and, 115
Job-related training, 114 equipment inspection and, Overstaffing, 30
Jobs, identifying for planning, 81-84 Overtime ratio, 128
94-95 measuring risks of, 80-81
planned maintenance, 77-79 Percentage of uptime, 126
Labor tickets, 40 reliability improvement, 75-77 Periodic maintenance, 78
Labor versus materials ratio, 129 reports and, 86-87 Personnel ratios, 16-17
Large jobs, planning sheets and, unplanned maintenance, 79-80 PERT charts, 101
97 Managerial objectives, Physical resources, 11
Line assignment, 18 maintenance and, 8-10 Planned maintenance, 77-79
Lubrication materials, 68 Managers lubrication programs, 78
Lubrication programs, 78 inspections and, 86 opportunistic maintenance,
maintenance, 14 78-79
Maintenance budget. See Budget Manual control systems, 38 periodic maintenance, 78
Maintenance. See also computerized, versus, 52 preventive maintenance (PM),
Maintenance support Measurements, 123-124 77-78
programs (MSP) budget variance and, 124 project, or upgrading, tasks, 78
costs, 11-12 emergency work ratio, 128-129 Planning
managerial objectives and, 8-10 estimated versus actual time, assigning priorities and, 95
organizations and, 1-2 130 authorizing work orders and, 95
proactive/reactive, 73-74 labor versus materials ratio, 129 identification of jobs and,
technology and, 109-110 maintenance cost per unit and, 94-95
Maintenance control systems, 37. 124 key elements of, 93-95
See also Work orders overtime ratio, 128 selecting planner and, 104-105
computer versus manual, 52 percentage of uptime, 126 Planning process
manual, 3 8 safety, 124 estimating labor hours and,
priority systems and, 48-51 work, 129-130 95-96
record keeping systems and, workload backlog, 127-128 ordering materials and, 97
51-52 work sampling, 130-133 parts, materials needed, 96-97
Maintenance cost per unit, Measuring effectiveness planning sheets and, 97
124-125 work review and, 103-104 providing information and, 96
production levels and, 12 5 Measuring stores effectiveness, scheduling large jobs and, 101
Maintenance costs, 11-12 68-69 scheduling small jobs and, 100
capital investment and, MSP See Maintenance support scheduling work and, 97-99
125-126 programs (MSP) Planning sheets, 97
Maintenance department Predictive maintenance (PDM),
functions, 13-14 Numbering schemes, inventory 75-76
primary skills and, 17-18 and, 61-62 Pre-kiting of parts, 67
staffing and, 15-16 Preventive maintenance (PM), 74,
Maintenance department Objectives 77-78
objectives, 12 eight key areas for, 10 routing, 84-86
Maintenance inventory. See maintenance and, 8-10 work order scheduling, 84
Inventory maintenance department, 12 Price changes, budget and, 32-33
Maintenance job orders, 48. See One,2,3,4 Systems, 49-50 Priorities, assigning, 95
also Priority systems Open work orders, 46 Priority systems, 48-50
Maintenance managers, 2, 14 Opportunistic maintenance, one,2,3,4 System, 49-50
profits and, 2 78-79 Proactive maintenance, 73-74
235 How to Manage Maintenance
Procedure flow, work orders and, maintenance support programs hands-on, 115
46-48 and, 80-81 instructors and, 115-116
Production levels Routing, preventive maintenance job-related, 114
maintenance cost per unit and, and, 84-86 materials, 116-117
125 Rules, regulations, 19-20 upgrade, 116
Professional engineers (PE.), 14 Training needs
Profits, maintenance managers Safety measurements, 124 analysis, 110
and, 2 Safety stock quantity, 62-63 documenting, 110-113
Project tasks, 78 Scheduling forms and, 111
assigning priorities and, 95 predicting, 111-113
Ratios authorizing work orders and, 95 skills analysis and, 113-114
emergency work, 128-129 identifying jobs to be planned Transaction volume, 69
estimated versus actual time, and, 94-95 Trend information, 124-125
130 key elements of, 93-95 Trends, budget and, 32
labor versus material, 129 preventive maintenance and, 84 Turnover rates, 69
overtime, 128 selecting schedulers and, 105
personnel, 16-17 Scheduling work, 97-99 Unplanned maintenance, 79-80
work sampling, 130-133 large jobs and, 101 breakdown maintenance, 79
Reactive maintenance, 73-74 small jobs and, 100 corrective maintenance, 79-80
Record keeping, 61-62 Selection of planners, 104-105 emergency maintenance, 79
inventory and, 61 Selection of schedulers, 105 Upgrade training, 116
systems, 51-52 Service level, 68 Upgrading tasks, 78
upkeep and, 104 Service order, 43-46 Uptime reports, 86
Records. See Reports emergency, 46 User training, CMMS and, 143
Reliability-centered maintenance small jobs and, 45-46
(RCM), 76 Service time, 68 Variables, budget and, 32
Reliability improvement, 75-77 Skills analysis, training needs and, Variances, 32
predictive maintenance (PDM), 113-114
75-76 Stock levels, 62-63 Work, execution of, 101-103
reliability-centered Stockouts, 68--69 Work generated reports, 87
maintenance (RCM), 76 Storage locations, 67-68 Workload backlog, 127-128
total productive maintenance inventory accuracy and, 67-68 Work measurement, 129-130
(TPM), 76-77 lubrication materials and, 68 Work order flow diagram, 43
total quality management pre-kiting of parts and, 67 Work order numbers, 42-43
(TQM), 77 Stores catalog, 62 Work orders, 37-48
Reorder point, 63 Stores effectiveness, measuring, advantages of, 48
Replacement 68-69 authorizing, 95
costs, 125-126 System operation, CMMS and, closed copy and, 38
value, 15-16 143-144 communication and, 43
Reporting systems, 51-52 copies of, 38
record keeping systems, 51-52 Technical database, 62 cost information and, 40-43
Reports, 86-87. See also Records Technology. See also CAWS open, 46
CMMS, 144 maintenance and, 109-110 open copy and, 38
compliance, 87 Ten most critical reports, 87 originator and, 38
graphical data, 87 Total productive maintenance procedure flow of, 46-48
ten most critical, 87 (TPM), 74, 76-77 service order and, 43 -46
uptime, 86 Total quality management work copy and, 38
work generated, 87 (TQM), 74,77 Work review, 103-104
Requisitions, number of items Training measuring effectiveness and,
per, 69 CMMS users and, 143 103-104
Resources to manage, 10-11 existing programs and, 117-118 records upkeep and, 104
Risk measurement functional, 114-115