Reactive Work Order
Reactive maintenance work order from request to invoice
Facilities ManagementLead Time
97.5h
Cycle Time
6.5h
Wait Time
91.0h
PCE
4.1%
Stages
10
Bottleneck
Parts Procurement
Value-Add vs Non-Value-Add
Value-Add (VA)
An activity is value-add if it meets all three criteria:
- The customer is willing to pay for it
- It transforms the product or service
- It is done right the first time
Examples: Assembly, diagnosis, treatment, coding, machining, testing
Non-Value-Add (NVA)
Activities that consume time or resources but don't add value from the customer's perspective:
- Waiting — queues, approvals, batching delays
- Transport — moving materials or information
- Motion — unnecessary movement of people
- Rework — correcting defects or errors
- Over-processing — doing more than required
Note: Some NVA is necessary (compliance, safety). Target unnecessary NVA first.
Process Timeline
Value-Add vs Non-Value-Add
Bottleneck Analysis
Stage Efficiency
| # | Stage | Cycle (h) | Wait (h) | VA | Resource | Defect % | Efficiency |
|---|---|---|---|---|---|---|---|
| 1 | Work Order Raised | 0.5 | 2.0 | VA | Help Desk | 5.0% | 20.0% |
| 2 | Triage & Classification | 0.25 | 4.0 | VA | Dispatcher | 15.0% | 5.9% |
| 3 | Contractor Assignment | 0.5 | 8.0 | NVA | Coordinator | 3.0% | 5.9% |
| 4 | Travel to Site | 1.0 | 0.0 | NVA | Technician | 0.0% | 100.0% |
| 5 | Diagnosis | 0.75 | 0.0 | VA | Technician | 10.0% | 100.0% |
| 6 | Parts Procurement | 0.5 | 48.0 | NVA | Procurement | 8.0% | 1.0% |
| 7 | Repair Execution | 2.0 | 0.0 | VA | Technician | 5.0% | 100.0% |
| 8 | Quality Check | 0.25 | 1.0 | VA | Supervisor | 2.0% | 20.0% |
| 9 | Completion & Sign-off | 0.25 | 4.0 | VA | Client | 0.0% | 5.9% |
| 10 | Invoice & Close | 0.5 | 24.0 | NVA | Admin | 3.0% | 2.0% |