I.

PURPOSE
To establish a standard operating practice to receive, assign, and track all work orders
except preventive maintenance work orders. A. General Work orders are used to request,
assign, and track work that needs to be accomplished by Facilities Operations including, but
not limited to, maintenance, repair, and minor construction work. The work order also
serves to document the completion of work and to record and enter labor, material, and any
other costs associated with the completion of that work for billing and cost allocation into
the TMA computerized maintenance management system (CMMS). The primary functions
that work orders accomplish for Facilities Operations are:
• Work orders serve as the vehicle/means to assign work and distribute the assignment to the
appropriate service group (maintenance shop/trade/department) that is assigned responsibility for
completing the work
• Work orders provide documentation of work for us, our customers, regulatory agencies, and Asset
Management
• Work orders provide operational information. Having the ability to monitor and review statistical
data provides the information needed to assess and improve operational processes.
• Work orders are used to allocate costs and to charge/bill auxiliaries for labor, materials and any
other costs or resources utilized to complete the job or services.
B. Definitions
 Corrective Work Order: work order for routine corrective maintenance. Does not include
work orders for non-routine maintenance such as work related to utility shutdowns or for
building new shelves, hanging banners, making signs for events or providing staffing support
for special events outside of normal work hours (those would be examples of SPBILL work
orders). These work orders are designated as work order type Corrective.
 Internally-Generated (Self-Reported) Corrective Work Orders: corrective work order that
is initiated and requested by Facilities Operations employees (for example, a zone
maintenance mechanic might notice that a ceiling tile is discolored due to a leaking HVAC
system valve in the ceiling and generates a work order to fix the valve and replace the
ceiling tile).
 Customer-Generated Corrective Work Orders: corrective work order submitted by faculty,
staff, or students outside of Facilities Operations. Designated as work order types Service
Request Email, Service Request Phone, or Service Request Web (for example, a professor
notices that a light bulb is burnt out in a classroom and requests replacement).
 Preventive Maintenance (PM): PM work orders are input into the computerized
maintenance management system and automatically generated on the scheduled due date
per the scheduled frequency. The purpose of these work orders is to ensure that routine
maintenance is performed.
 Estimate: Department request for an estimated cost before proceeding with a “project” or
billable work. To have an estimate prepared the requesting department will send a request
for Facilities Operations through email, phone or online. If work is to be done by
contractors, a BanFin-59 will be requested from the department prior to providing the
 estimate in order to charge a service fee of $300. This fee will not be charged if the work is
done by Facilities Operations personnel.
Billable Work Orders: There are several types of billable work orders:
1. Student Fee Maintenance (SFM) Work Order: all corrective and preventive
maintenance work orders for Elliott University Center, Student Recreation facilities,
intercollegiate athletic facilities, and Piney Lake. Charging of labor and materials and
costs against these work orders to the Student Fee Maintenance (SFM) budget is done
per the procedures outlined in the SFM charging guidelines .
2. Special Billing (SPBILL) Work Order: Customer requests for non-maintenance work (ex.,
building new shelves) work orders with an estimated cost of less than $1000 are billed,
individually as each work order is completed via finalization of the BANFIN-59 form
being sent to Accounting for Processing.
3. Projects (PROJ): Customer requests for non-maintenance work with an estimated cost
of $1000 or more. If estimated cost exceeds $10,000, a 3% service fee shall be included
in the cost of the project that includes the $300 charged for an estimate if an estimate
was previously provided. Project requests shall be evaluated by the appropriate
manager to determine if it should be a Facilities Design and Construction project due to
scope or cost.
4. Monthly billing to Auxiliary Departments: The following auxiliaries are billed monthly
for all corrective and/or PM work orders:
 Residence Life
 Dining Services
 Gove Health
 Parking Operations
 Bryan House (the Chancellor’s Residence)

Facilities Operations accounting personnel generate reports for each auxiliary entity showing each work
order for which they are being billed and initiates invoicing the auxiliary for the amount due. Copies of
the invoices and supporting documentation are sent to the customer.

Work Order Status: Work Information Center (WIC) uses five work order statuses:
 Approved – Work request has been accepted and work order number assigned
 Incomplete – Work order has been printed and is in progress
 Finished – work has been completed by technician
 Completed – all processes have been completed and work order has been closed in TMA by the
WIC. TMA automatically generates an e-mail to notify requestor that work has been completed
unless requestor declined notification when work order was submitted.
 Scheduled – Customer e-mail, phone or web work orders where work cannot be performed
immediately due to customer request or factors beyond our control (ex. weather) and must be
scheduled more than two weeks from request date will be placed in a scheduled work status
upon notification by requestor or the shop supervisor. Note: this does not include delay in
 completion of work order due to ordering of parts. It is the supervisor’s responsibility to make
contact with the customer making arrangements when work can be performed. Upon final
agreement between shop supervisor and customer, the shop supervisor will notify Work
Information Center so that the work order can be placed in a scheduled status and the
scheduled completion date added to the comments section.
NOTE: “Scheduled” is also indicated in the work order Priority field for scheduled work orders.

Noting this in the Priority field will allow reports to be generated either with or without the
“Scheduled” priority work orders included with other corrective maintenance work orders.
 Cancelled: work order was initiated but later deemed unnecessary prior to any work being
performed. Supervisor of assigned shop must approve cancellation. Work Information Center
can cancel work orders if they are obviously duplicates.

Receiving and Distributing Work Orders

1. Work Information Center (WIC) receives work requests either by phone, by email, interoffice
mail, or via TMA online.
2. WIC personnel check for work requests submitted by e-mail or via TMA online hourly during
regular business hours and at the beginning of each business day. Work orders received by
these methods are entered into TMA on the same business day as received. All work requests
received are entered as work orders into TMA will provide automatic customer notification of
work order status/change/completion unless customer requests to not be notified. Work orders
are printed and distributed to the trade supervisors’ mailboxes at 10:30 am and 4:30 pm.
3. Emergency Work Orders (for flooding or other situations requiring immediate response to avoid
injury or property damage): WIC personnel contact appropriate personnel immediately by radio.
4. Work orders received by phone:
i. WIC personnel obtain the following from the caller:
a.) First and last name of requestor
b.) Email address of requestor
c.) Building name, room number/location & phone # of the requestor
d.) Building name, room number/Location of the problem area where work is to be
done (be very specific, if outside and/or no room # is available, designate southwest
corner of building near statue or fountain, etc.)
e.) Description of work requested f) If they wish to decline automatic notification of
work order status change (unless designated, requestor will receive email
notification of status change.
5. Work orders are entered into TMA with the information noted above and the following
additional information:
i. Trade Code Assignment
ii. Work Order Type and sub-type if appropriate: the work order is classified as one of the
following types based on the definitions below.
6. Input work order subtype if applicable.
7. For Estimate work orders, the automatic e-mail notification feature is disabled in TMA by WIC
staff.
8. For Special Billing and Project work orders, the following is done after receiving an
Interdepartmental Invoice (BANFIN-59) authorizing the work:
o Verify that BANFIN-59 is signed and that the BANFIN-59 has a DR Fund & Acct #.
o If Banfin is not signed and/or does not include a DR fund & acct, contact the requestor
to obtain a completed form before proceeding. Charge to department shall include the
3% project management fee ($300 minimum including amount charged for estimate) if
work is to be done by contractors.
i. if $1000 or more:
a.) Create the Project work order
b.) After saving, TMA will generate the Work Order (main) number.)
c.) Click copy
d.) Edit information in the request field as needed and assign trade. e) When
you click copy it will put the main number in the Reference # field and
assign a new work order for that number. By putting the main number in
the Reference # field you know the work order is attached to another work
 order or Project number. ii. If under $1000: create a work order for a trade
with a work order type Special Billing (SPBILL).
9. TMA automatically assigns a work order number once all required information is entered and
the work order is “saved”. Work order status at this point is “approved”.
10. Approved work orders are printed by WIC twice daily at 10:30 a.m. and 4:30 p.m. and placed in
the mailboxes of the appropriate supervisors.
11. Supervisors shall pick up work orders from their mailboxes each business day. If the supervisor is
absent then his designee is responsible for picking up the work orders from the shop mailbox.
12. Supervisors or their designees distribute work orders to shop staff as appropriate.

STANDARD OPERATING PROCEDURE

Introduction
This Standard Operating Procedure (SOP) document is an overview of the basic setup
and operation of Aim. The SOP describes the use of the Aim Computerized Maintenance
Management System to record and manage the maintenance functions for Texas A&M Health
Science Center (TAMHSC). The descriptions and process flows that follow offer detailed
procedures for requesting, assigning, tracking and reporting the various types of work.
Individuals within TAMHSC who have Aim responsibilities will be trained in the use of the
system. The SOP contains an overview in the following areas:
1. Business Rules
2. Business Processes
3. Systems Configuration
4. Data Setup

Business Rules

The following business rules are decisions made by management that are to be followed under all
circumstances when referring to Aim.

a. All requests for work will be reviewed and, if approved, will be turned into a Work Order in the
system, which then tracks the work as it is performed. Work Order default Distribution Source
will be “Shop” and changed when applicable.
b. Work will be setup using Phases. A phase is a step in doing a job. It focuses on one trade, on one
shop, or one action. Although not mandatory, phase one should occur before phase two, and so
on, as a logical way of ordering the steps in a job. The concept of a phase in the reporting of
work means that the employees at TAMHSC will be working in a multiple phase work request
environment. The number of phases in a single work order is unlimited.
c. Charges for work include labor costs, material costs, equipment costs and contract costs.
Charges may be entered into the database as they occur. The approval and posting process
recommended interval is daily, weekly at the latest.
d. All contracted work will be initiated with a requisition document (R-DOC) for any purchase
greater than $5,000. If vendor/contractor is on existing contract, no bidding is necessary and a
 purchase order (P-DOC) will be issued. If vendor/contractor is not on existing contract R-DOC
will be sent out for bid. Once bids are received approval will be made. Once approval is
determined, P-DOC will be issued. Limited purchase orders (L-DOC) and be directly issued for
purchases less than $5,000 upon approval.
e. The mix of personnel involved in the day-to-day processing of work may be administrative
employees, maintenance supervisors and technicians, tradesmen, contractors or any other
authorized personnel. Authorization to access and record information in the AiM database will
be strictly controlled and monitored. Keystroke logging and action logging are standard features
of the system and its computing environment that may be activated as appropriate. A user
password and ID are unique to the user, who will be given privileges to specific screens and
types of work, as well as action privileges specific to that person's level of authority.
f. All notes are to be added at the phase level to alleviate confusion of notes on multiple phases.
g. Funding source on work order phase is only to be custom, organization, project, or shop.
h. Keep project contracts in RELEASED (AWAIT FIN INV) status for 6 months past project end date.
i. Keep service contracts in RELEASED (AWAIT FIN INV) status for 6 months past contract end date.
j. Service Contracts are not to be added until contractor is selected.
k. Work Order is only to be “reopen” if related to cost or if closed accidentally.
l. E-mail notifications are to be sent when Customer Request is “approved”, Customer Request is
“pend mgmt apprvl”, Customer Request is “rejected”, Work Order is “awaiting materials”, and
when Work Order is set to “work complete”.
m. Phase status is to be set to “awaiting materials” if awaiting parts/material for more than 72
hours. Phase status shall be set to “work in progress” if work is not going to be complete for
more than 72 hours.
n. Timecards and External Charges are expected to be entered by technician or supervisor with
the exception of the custodial staff.
o. The Daily Assignment function will be used for timecard entry.
p. For Work Orders that are unable to repair, technician is to add a note of why the equipment is
unable to be repaired to the notes log on the Work Order and send it to the work order
administrator’s WorkDesk. Work order administrator receives description of why equipment is
unable to repair and is to add the reason to the description of the Work Order. Once this is
complete, work order administrator updates status to “work complete” and customer is notified
via e-mail.
q. MAC-1 form is to be used for external project requests. Work order administrator/project
manager is responsible for creating project and work order.
r. Internal projects are approved by Dr. Dickey and created once funds are appropriated. Work
order administrator/project manager will be responsible for creating project and work order.
s. If a project request changes to the functionality of the space, it becomes a MAC-1 project and
MAC-1 form is required.
t. Anything being hung in a common area(s) must follow the fire code.
u. Interface from “data warehouse/FAMIS” to external charge screen is to pull in contract/invoice
cost to work order under “contract” subledger.
v. For service work orders that are billable to non-HSC organizations, technician is to use time type
= NON-STATE and labor class = BILLABLE. Once the work is complete, set status to ‘INVOICE
CUSTOMER’. Work Order billing will be ran once a month to generate invoices to non-state
customers.
Business Processes
The Business Process is derived from Organizational Hierarchy, Property Hierarchy, and the
Work Order Process for the basic system setup. The organizational hierarchy accounts for who is
doing the work and who the customer is. The property hierarchy indicates the location of the
work. The work order process is the process of how the work is managed and completed.
Organizational Structure
Figure 1 – Organizational Structure Sampling
 Property Structure
Figure 2 – Property Structure

Systems Configuration
Aim accomplishes the management of work through a variety of modules. This section gives descriptions
for each of the modules listed below.

 Work Management
 Accounts Payable
 Asset Management
 Contract Administration
 Customer Service
 Finance
 Human Resources
 Inventory
 Preventive Maintenance
 Project Management
 Property
 Purchasing
 Time Management
 System Administration
 Work Management
Work Management involves defining work orders so that the system can help you assign
resources, estimate resources, perform work, and record the costs. A work order is made up of
phases - at least one must exist and there is no limit placed on the number of phases that can be
added to the order. By dividing the work into phases, multiple shops, multiple equipment items
and/or contractors may be assigned to the work order. Work management builds the
accounting associations into the work orders, facilitating cost tracking and recovery. Phase costs
roll up to the work order. A Work Order may also be associated to a Project, which is the next
highest level of reporting hierarchy in AiM. A Project may have any number of work orders
associated to it. Projects may be grouped together and reported together. Planned work orders
and estimating are also part of work management.
Accounts Payable
The Accounts Payable module contains Purchase Order Invoice, Service Contract Invoice, and
Project Contract Invoice items and adjustments.
Asset Management
Asset Management can be used to manage asset and equipment profiles. The Asset Profile
screen is used to define physical assets (parts/materials and equipment) to the system. Once
defined, the asset can be referenced on work orders and, with particular flags set; the asset can
be rented to internal organizations at predefined rates and periods of time for charge back/cost
recovery. The Equipment Profile screen is used similarly, but for assets with serial numbers.
Contract Administration This module defines contractors and contractor relationships in
Aim. Once set up here, contractors can be used in a variety of places, including the work
management, purchasing, and contract administration modules.
Customer Service This module provides the customer with a screen to request work for
approval within the AiM system and to track the work as it is done. Approved customer requests
are automatically processed into work orders in the Work Management module.
Finance
The Finance Module manages the organization's financial account structure, maintaining costs
categorized into the four sub-ledgers in the system: labor, materials, equipment and contracts.
All financial transactions occurring throughout AiM are posted to the tables in this module. AiM
adheres to Generally Accepted Accounting Principles (GAAP) in its accounting architecture. It is a
double-entry cost accounting system that can mirror your current debit/credit accounting
structure, which can be defined by the user or can mirror General Ledger/Enterprise Resource
Planning (GL/ERP) systems such as Share, PeopleSoft, and Banner.
Human Resources
The Human Resource module allows the management of employee data. Shops and
Organizations are defined in this module. The module also contains screens for storing
information related to education training, employee status, salary, and vacation time.
Inventory The Inventory module is used to define and classify inventory parts. It maintains
characteristics – such as location, average cost, quantity on hand, quantity committed, and
vendors – all becoming part of its inventory part record. Warehouses and warehouse bin
definitions in the system are created through the Inventory module. Inventory part quantities
are updated and adjusted here as well. All information will be entered once, and it will be used
everywhere in AiM with the appropriate security settings.
Preventive Maintenance
The Preventive Maintenance module manages all PM and inspection work that can be set up on
a scheduled basis using templates. The system will automatically generate the work orders
based on the criteria in the template. This functionality requires the use of defined assets, which
can be a single equipment item or a group of assets. These items are defined on the Asset
Profile screen.
Project Management
AiM facilitates the management of a project as a group of work orders. Projects must be set up
first before any work orders can be associated to them. The project will have its own statuses to
track the project milestones. Costs roll up into the project from the work orders for reporting
purposes. Projects can be further grouped on this screen to report them together.
Property
The Property module allows the user to establish properties and the locations within properties.
Properties are placed in the location hierarchy and associated to regions and facilities. In
addition to a description and classification of the property, the Property/Locations screen allows
entry of an address for the property, which is often a building. Locations, the most specific level
of the location hierarchy, often represent rooms within the property. A property must have at
least one location. Locations may have unique descriptions and statuses independent of the
property description and status.
Purchasing
This module manages purchase order processing, vendor catalogs, and associated disbursement
processes. Facilities & Construction Department Page 20 of 77
Time Management
The Time Management module maintains detailed records that support labor tracking for both
work performed and leave time. Timecards can be created to collect labor hours, both in-house
and contracted, to collect billable vs. regular hours, and to collect leave of various kinds.
Timecard approval privileges need to be granted to users before they can approve a timecard.
After a timecard is approved, which posts the time to the database, an adjustment screen is
available for authorized users if changes to the posted time are required. The Time
Management module also provides a convenient way to generate a large number of timecards
using the Timecard Generator
Systems Administration
The System Administration module defines how AiM interfaces with all users. This module
allows the management of system functions.