Work Control is the customer-facing group within a facilities organization which helps guide customer requests from creation to timely resolution, coordinates work and serves as the "single source of truth" for all facilities activities.
Facilities organizations want to ensure that customers get the support they need, from initiation to resolution of their request. Customer requests do not flow straight to job assignments and scheduling, and Work Control vets customer requests for completeness and errors that can adversely impact work planning. Sometimes, a request may be a common issue that the customer can resolve themselves (example: Press the red button to reset the garbage disposal).
Work Control helps coordinate the work of different departments and contractors, and serves as a central source of facilities information for internal and external customers. Once a service or maintenance request is approved, its prioritization for assignment and scheduling may be subject to many operational and strategic factors. Work Control can provide customer updates to customers to ensure they are informed of progress or issues.
The core responsibilities of Work Control make it critical to the success and responsiveness of a facilities organization. Emergency monitoring is an institution-wide responsibility of Work Control to ensure the fulfillment of facilities services when it matters most. It is also in such cases that communication is essential, and Work Control is the natural resource for answering questions about emergencies and related, coordinated activities.
Work Control is a crucial part of facilities management which helps to promote customer satisfaction and the most effective use of facilities resources.
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