A PROCESS MAP FOR BP"s WORK ORDER AND CONTRACT SERVICES PROCEDURES WITH SAP

1. Facilities & Services Help Desk & Service Activation ProcessMaintenanceSAPSystem
HelpDesk
Software
HelpDeskCustomer
SAP-2
Notification
placed on
unscheduled
list in SAP
HD-2
Is the work
request
complete?
HD-9
Notify Planning
Function, via email
C-4
Customer
informed of action
HD-7
Is this break-in
work?
C-1
Call / Email / Walk-
in Help Desk with
facilities request
(Normal Hours)
HDS-1
Data Captured in
Helpdesk System
HD-1
Request more
information from
customer
Maintenance
Work Identification
Process 1.0
C-3
After hours
facilities request
from customer
See Process 1.1
HD-4
Direct to
appropriate
service provider
and inform
customer
HD-3
Is the work
within scope of
facilities?
C-2
Enter EZ
Notification for
Work Request
C-5
Customer
informed of action
HD-5
Input request into
Helpdesk Software
/ Check open
notification list
HD-8
Input SAP EZ
Notification for
work request
HD-6
Notification
Required?
Maintenance
Emergency &
Schedule
Deviation
Process 4.3
2
No Yes No Yes
No
No
Yes
Yes
HD-11
Contact appropriate
service provider and
notify customer
C-6
Customer
informed of action
1
From
1.0.1a
2.0.2a
HD-10
Provide feedback to
customer
3
From
2.0.2a
From
4.3.7
4.3.9
From
1.0.2a
4.3.7
4.3.9
From 1.1.9a
SAP-1
Open Notification
List – without
Request # from
Helpdesk
* If submitted
directly to planner
From
1.0.3a

2. Facilities & Services Call Center & Service Activation ProcessMaintenanceSAPSystem
HelpDesk
Software
HelpDeskCustomer
Maintenance
Work Planning
Process 2.0
Maintenance
Work Planning
Process – Project
Type Work 2.1
Maintenance
Work Scheduling
Process 3.0
Maintenance
Work Execution
Process 4.0
Maintenance
Work
Documentation
Process 5.0
Maintenance
Work Analysis
Process 6.0
1
C-7
Auto of Status
Update
HDS-2
Auto Notification/
Escalation of
Delays to
Helpdesk (SLA’s)
HD-12
Check job status
on SAP or follow-
up with
appropriate Job
Rep
2
M-1
Non-MO work
completed by
outside service
and notify
helpdesk of
completion
HD-13
Update status in
Help Desk system
C-8
Auto of Status
Update
C-9
Is work
satisfactory?
No
Yes
HDS-4
Data captured in
Helpdesk system
and generates an
auto status update
HDS-2
Data captured in
Helpdesk system
and generates an
auto status update
HDS-3
Work request
closed within
Help Desk
system
3
From 2.0.2a
HD-15
Update status in
Help Desk system
and send auto
email to customer
C-9
Auto of Status
Update
From
2.0.24a
2.0.25a
HDS-5
Data captured in
Helpdesk system
and generates an
auto status update
HD-17
Update status in
Help Desk system
and send auto
email to customer
C-10
Auto of Status
Update
HD-16
Attend Daily
Planning Meeting
From
3.0.4a
HD-14
Close work
request in Help
Desk System
M-2
Is the project
work?
No
Yes
Maintenance
Change Order
Process 4.2
HD-18
Update status in
Help Desk system
and send auto
email to customer
HDS-6
Data captured in
Helpdesk system
and generates an
auto status update
C-11
Auto of Status
Update
From
4.2.7a
From 5.0.8
HD-19
Communicate
customer feedback
to maintenance
Closed
From
6.0.2a
C-12
Is work
satisfactory?
To
4.0.16a
No
Yes

3. C-2 & HD-9
Help Desk / Customer
places EZ notification
on unscheduled list in
SAP
1.0.2
Is work required?
1.0 Facilities & Services Work Identification
1.0.4
Is there a
authorized and
blanket MO
available?
Refer to
2.0 F&S Work
Planning
Process
Refer to
2.1 F&S Project
Work Planning
Process
1.0.1
Is notification
complete?
1.0.5
Does the work
require approval?
1.0.6
Is the
maintenance
routine?
SAP-1 & SAP-2
EZ Notification
in SAP
(Help Desk /
Customer)
Yes
No
No
Yes
1.0.5a
Seek appropriate
approval level
before planning /
estimating job
No
No
No
Yes
1.0.1a
Request more
information from
Help Desk
1.0.2a
Inform Help
Desk that the
work is not
required.
Help Desk
Planner
Reference
Legend
Information
Refer to
2.0 F&S Work
Planning
Process
1.0.3
Is there a Help
Desk Request #
No
1.0.3a
Inform Help
Desk of
notification and
obtain request #
Yes
Yes
Yes
Fac. Asset Cdn.

4. 1.1 Facilities & Services Work Identification – After Hours
1.1.1
Customer contacts
Shift Director for
issues that require
response prior to
normal hours
1.1.2
Shift supervisor
determines if
immediate response
is necessary?
1.1.8a
Provide
information to
Help Desk on
issue & actions
1.1.2a
Turn-over to Help
Desk via voicemail /
email and notify
requestor that issue
will addressed during
normal hours
C-1 & C-2
To Service
Activation
Process
No
1.1.3
Is this work HVAC or
Building Services
related?
1.1.4
Contact HVAC
supervisor or HVAC
designee about issue
and request
assistance
1.1.6
Shift supervisor
determines which
onsite craft resources
will be redirected or if
resources need to be
called-in1.1.5
Contact appropriate
HVAC contractor and
provide instruction
1.1.7
Contractor provides
work under
designated
supervision of shift
supervisor
1.1.8
Inform Helpdesk and
supervisor of actions
and request follow-up
documentation
End of Process
Yes
HVAC Building
Services
Help Desk
Shift Supervisor
Reference
Legend
Contractor
HVAC Supv.
Customer

5. From 1.0
F&S Work ID
Process
From 4.3
Emergency
and
Schedule
Deviation
2.0.1
Create
maintenance
order
2.0.2
Is description
of job adequate?
2.0.3
Is this a simple
job?
2.0.4
Field scope job to
determine scope
and job steps
2.0.5
Is contractor
needed for
SOW?
2.0.6
Field scope job
to determine
scope ,job
steps and cost
2.0.6a
Job Rep
approves scope
of work
2.0.7
Existing
job plan
available?
2.0.7a
Develop as new
maintenance job
plan
2.0.8
Copy & modify
existing job plan
2.0.9
All contractor
resources on
site?
2.0.9a
Coordinate
other contract
support as
required
2.0.10
Assign correct
work centers
and equipment
level in SAP
2.0.11
Are materials
required?
2.0.12
Is contractor
supplying
materials?
2.0.14
Special
equip. or tools
needed?
Follow 4.1
BP Rental
Equipment
Procedures
Yes
NO
2.0.15
Any special
risks involved?
Conduct
Risk
Assessment
per BP
Process
Yes
2.0.13
Contractor
purchases
material
2.0.13a
Contractor
provides
status to
planning
Follow BP
procedures
if F&S
purchases
2.0.16
Planner Defines
Permits Required
for the Job
2.0.17
Planner Assembles
Job Package With
Printed Maint.
Order, Job Notes,
Etc.
2.0.17a
Engineering
Support & Job
Notes as
Required
Yes
No
Yes
2.0.2a
Request more
information from
Help Desk
No
Yes
No
No
Yes
No
Yes
No
Yes
No
Yes
2.0 Facilities & Services Work Planning Process
Help Desk
Planner
Reference
Legend
Contractor
Job Rep
Engineering
To
Step
2.0.24
From
Step
4.0.14c
To
Step
2.0.18
Fac. Asset Cdn.

6. 2.0.25
Change job
status to “Ready
to Schedule”
Follow 3.0
F&S
Scheduling
and Control
2.0.24
Are materials &
equipment
available?
2.0.20
Has This Job
Been Budgeted?
Refer to The
Site
Financial
Controls
Procedure
2.0.21
Planner assembles
job package with
printed maint.
order, job notes,
forms, etc.
2.0.21a
Engineering
Support & Job
Notes as
Required
2.0.19
Approve job
plan and cost
estimate
2.0.18
Complete job
plan and cost
estimate
Contractor
provides estimate
and material costs
if necessary
2.0.22
Update SAP
with time and
cost planned
values
2.0 Facilities & Services Work Planning Process (Continued)
No
Yes
2.0.24a
Change job
status to
“Waiting for
materials” in SAP
Notify Help Desk
2.0.23
Daily review of
materials
received report in
SAP
SAP
materials
received
report
Help Desk
Planner
Reference
Legend
Information
Engineering
2.0.25a
Inform Help
Desk of status
change
From
Step
2.0.17
From
Step
2.0.13

7. 2.1 Facilities & Services Project Work Planning Process
Contractor
Planner
Reference
Legend
Procurement
F&S Team
2.1.11
Contractor
Creates PO to
Vendor
2.1.13
Materials Are
Received by
Contractor
2.1.9
Stores Stock or
Non-Stock?
No
2.1.10
Items at Local
Vendor?
2.1.10a
Local Vendor
Delivers or
Contractor Picks
Up Items
2.1.12
BP Warehouse
Receives Items
and Notifies
Contractor
2.1.8
Planner Puts Job
Into Ready
Backlog Awaiting
Resources Prior
to Scheduling
2.1.1
Contractor
Scopes the job
and develops an
estimate
2.1.4
BP Procurement
Secures 3 Bids
2.1.6
Procurement
Coordinator
Creates Service
Req. in SAP per MO
2.1.9a
BP Warehouse
Provides Limited
Items
2.1.2
Bid or Assign
to Existing
Contractor?
2.1.3
Project Approved
and Sent to
Procurement
2.1.7
BP Warehouse
Receives Items
and Notifies
Facilities if BP
Purchased Items
2.1.14
Contractor Notifies
Planner that
materials are in
house
2.1.7a
Planner
Updates SAP
MO with total
Planned
Costs
From 1.0.3
F&S Work ID
Process
2.1.5
Select Contractor
Follow 3.0
F&S
Scheduling
and Control
Warehouse
Vendor
No

8. Help Desk
Planner
Reference
Legend
Contractor
Job Rep
3.0 Facilities & Services Work Scheduling Process
3.0.1
Planners
review ready to work
backlog priorities for
possible next day’s
schedule
3.0.6
Planner addresses
schedule deviations
and resource issue
3.0.7
Planner runs final
schedule and
updates backlog
3.0.3
12:30 PM (M-Th)
Daily status meeting:
Job Reps & Supervisors
update status of jobs on
schedule
Previous
Day’s
Schedule
3.0.8
Planner distributes
new daily schedule
(Filtered for each
contractor)
Ready to
Work
Backlog
3.0.5
Planner Updates
Primavera for next
day’s schedule
3.0.8c
Contractors
update craft
assignments
Follow 4.0 Work
Execution
Process
3.0.3a
Job Rep’s MO
Status
Summary
Report
Updated
3.0.6c
Job Rep
Reports Job
Deviations to
planner
3.0.2
Planner coordinates
start date / time with
unit planner
From 2.0
F&S Work
Planning
Process
3.0.4
1:00 PM (M-Th)
Daily Scheduling Meeting:
Planner and Supervisors
update status of jobs on
schedule, add new jobs for
next days schedule
3.0.4a
Inform Help
Desk of status
change
3.0.8a
Planner prints
corresponding MO’s
and places gives to
appropriate Job Rep
From
Step
4.0.9
From
Step
4.0.11b
4.3.10
4.4.5c
Job Plan
Updated in
SAP by
Planner
F&S Supv.
3.0.8b
Job Rep copies MO
and places in
appropriate
contractor’s box /
notifies contractor

9. 4.0 Facilities & Services Work Execution Process
From F&S
Scheduling and
Control
Process 3.0
4.0.2
Job Reps
confirms
scheduled job
with Unit planner
4.0.7
Equipment
officially released
to maintenance
4.0.13
Is the
equipment
satisfactory?
4.0.8
Contractor
works the job
4.0.6
Operations &
Craft or Job Rep
sign the ATW
4.0.4
Operations, Craft
& Job Rep walk
the job and
confirm scope
Using the same
ATW and perform
further repair work
4.0.16
Craft & Job Rep
walks the job &
verifies quality
4.0.20
Job Rep notifies
Planner of MO
completion
4.0.12
Test equipment /
inspect job
4.0.18
Job Rep signs
off on MO
completion by
contractor
4.0.17
Job Rep and
Operations sign
off to release
equipment
4.0.14a
Create new
notification if
major added
repairs
Yes
From 4.3
Emergency &
Schedule
Deviation
Process
4.0.9
Job Rep.
follows up on
jobs in
progress
4.0.15
Contractor
cleans up job
site
4.0.10
Scope
change
incurred?
4.0.11
Job deviation
required?
Yes
No
4.0.5
Job Rep creates
ATW and other
permits
4.0.3
Crew and Job
Rep. go to work
area
4.0.11b
Job Rep.
Approves scope
change and
creates job
deviation report
4.0.11b
Job complete-
ready for test
4.0.14b
Job Rep and
Contractor
define new
scope of work
4.0.14c
Job Rep
approves added
work and notifies
Planner
4.0.21
Notify Planner of
rental equipment
for return
Ready for 4.1
Equipment/
Tool Return
Process
To 5.0
Documentation
Process
Help Desk
Reference
Legend
Contractor
Job Rep
4.0.1
Job Reps review
MO / job package
for completeness
No
4.0.14
Has the scope
of hazards
changed?
No
Yes
To
Step
3.0.6c
To
Step
3.0.3
To
Step
2.0.9
OK
Operations
4.0.11a
Is this project
related?
To
4.2
JCO
No
Yes Yes
4.0.19
Contractor
completes &
submits required
documentation
To 4.4 Data
Collection
Process
4.0.16a
Customer or
Help Desk
reports quality
issue
Not
OK
No
Fac. Asset Cdn.

10. 4.1 Facilities & Services Rental Process
Planner
Reference
Legend
Job Rep
Equip. Supplier
4.1.6
Planner
Coordinates
Request for
Pickup
4.1.7
Mobile Equipment
is Returned to
Secure Centralized
Location
4.1.7
Equipment
Owner Picks up
Equipment
4.1.5
Job Rep Notifies
Planner that
Equipment is Ready
to Go Off-Rent
From 4.0
Work
Execution
From 2.0.14
Work
Planning
4.1.1
Planner
coordinates
rental with
equipment rental
service
4.1.2
Equipment owner
drops off rental
equipment at
designated
location
4.1.4
Planner
communicates
location of
equipment to job
rep upon addition
to schedule
4.1.3
Equipment owner
informs planner
of equipment
location and
status
To 2.0.15
Work
Planning
Ready for 5.0
Documentation
Process

11. Help Desk
Planner
Reference
Legend
Job Rep
Contractor
4.2 Facilities & Services Job Change Order Process
4.2.3
Contractor
determines added
scope & costs
4.2.2
Job Rep reviews
scope change
4.2.4
Job Rep reviews
and approves scope
change
For Projects BP
Financial Control
Procedure Apply for
JCO
4.2.1
Contractor
Determines that job
will exceed original
scope/estimate
To 2.0
Work
Planning
Return to 4.0
Work Execution
From 4.0 Work
Execution
4.2.5
Can job be
completed W/O
parts?
4.2.6
Job Rep notifies
planner of scope
change
4.2.7
Planner updates
schedule
No
Yes
4.2.7a
Inform Help
Desk of status
change

12. 4.3 Facilities & Services Emergency Break-In & Schedule Deviation Process
Help Desk
Planner
Reference
Legend
Contractor
4.3.1
Help Desk Receives
Call for True
Emergency
4.3.7
Job Rep.
Notifies Help
Desk & Planner
4.3.2
Planner, Job Rep,
and Contractor
Notified By Help
Desk About
Emergency Job
4.3.5
Are parts &
equipment
available?
4.3.6
Contractor
Defines Parts
and Scope
No
To
2.0 F&S
Work
Planning
Process
4.3.4
Contractor
Responds and
Troubleshoots Job
4.3.3
Job Rep responds
and issues ATW
according to BP
procedures
4.3.8
Planner assigns
appropriate
priority and begins
planning process
4.3.10
Planner assigns
appropriate
priority and begins
planning process
Follow 4.0 Work
Execution
Process
4.3.9
Job Rep.
Notifies Help
Desk & Planner
Yes
To
Step
3.0.6c

13. 4.4 Facilities & Services Job Site Data Collection Process
Contractor
Reference
Legend
Job Rep
4.4.7
Job Rep Returns MO
and Job Deviation
Form with Job
Package to Planner
for Review
4.4.5
Contractor
Supervisor Reviews
Plan vs Actual
Hours and Info on
Completed MO
4.4.6
Job Rep Reviews
MO for
Completeness
and Signs Off
4.4.4
Contractor
Records Repair
Information on
the MO & Total
Labor Hours
Charged to MO
4.4.2a
Craftsman
Enters Repair
Code
History Code
Other Detail
BOM Feedback
4.4.1
Craftsman
Completes Daily
Work Sheet
4.4.2
Craftsman
Completes Daily
Pocket Pal
4.4.5c
Job Rep Update MO
Status Summary
To 3.0
Scheduling
Process
4.4.3
Craftsman Staff
Compiles Pocket
Pal Info
To 5.0 Work
Documentation
From Step
4.0.19
Work
Execution
Process
4.4.5a
Is there a 100%
Variance in
Plan vs Actual
Hrs?
4.4.5b
Contractor
Supervisor
completes job
deviation report
No
Yes
To 4.5
Work
Accountability

14. 4.5 Facilities & Services Contractor Work Accountability Process
Job Rep
Contractor
Reference
Legend
SAP PRC
SAP PR4
To 4.5
Work
Accountability
4.5.1
Contactor enters
job labor,
material costs,
and equipment
costs in CCTS
4.5.3
Job Rep
compares
planned to actual
and provides
approval
4.5.2
Are charges
complete and
accurate?
4.5.2a
Contractor
reviews issues
raised by Job
Rep and makes
corrections
4.5.4
SAP PRC
updates MO’s
and creates a
goods received
file
4.5.5
SAP MO’s
updated with
labor, material,
and equipment
costs
4.5.6
SAP PR4 Invoice
Receipts are
created
4.5.7
Checks issued to
contractor per
contact terms
End of Process
No
Yes

15. 5.0 Facilities & Services Work Documentation Process
Help Desk
Planner
Reference
Legend
Information
Engineering
5.0.7
Planner enters work
documentation data
into SAP including
failure codes and
trades comments in
notification long text
field
5.0.13
Has
equipment been
altered or
modified?
From 4.4
Collecting
Job Site
Data
5.0.2
Is historical
documentation
required?
5.0.3
Is this MO for a
PM?
5.0.2a
MO is TECO’d
No
5.0.10
Electrical,
instrumentation or
mechanical
changes?
5.0.5
Create
Notification
For Additional
Repair
No
5.0.9 Is
Additional
documentation
outside of SAP
required?
5.0.6
TECO &
WOCO MO
5.0.12
Input
documentation
into
Documentum
5.0.8
Complete MO
Close Out
5.0.11
PM Plan
Change
Req’d
Yes
No
No
Yes
No
Yes
Yes
No
5.0.15
Was
an MOC
required?
No
5.0.14
Update
equipment
information in
Documentum
BP
MOC
Process If
Required
Yes
To 2.0
Work
Planning
Process
Yes
5.0.11a
F&S PM Review
Team modifies
PM and
maintenance
master plan
5.0.10a
Provide F&S
engineering
support as required
5.0.14a
Update asset
register in SAP
& prioritization
matrix
Yes
MO Updated
in SAP
5.0.1
Provide Planner
with hard copy of
completed MO
From F&S
Work
Execution
Process 4.0
5.0.4
Is additional
repair required?
Yes
Yes
Yes
No
Configuration
5.0.11b
Perform configuration
update in SAP, Help
Desk System, &
maintenance plans
PM Review Team
To 6.0
Work
Analysis
Process
5.0.8a
Inform Help
Desk of status
change

16. 6.0 Facilities & Services Work Analysis Process
Reference
Legend
Engineering
6.0.5
Organize Data to
Perform Analysis
6.0.6
Analyze Information
using appropriate
tools including RCA,
FMEA, and
engineering analysis
6.0.7
Recommendations or
Actions
End of Process
6.0.1
Weekly high level MO
review with
Supervisor, Planner,
and Maintenance
Engineer
6.0.3
Is further action
required?
(see clarification
table)
6.0.8
Is
Further
Documentation
Required?
Yes
No
6.0.8a
Document
Additional Info
and submit to
configuration
specialist for
storage in
Documentum
6.0.4
Perform required
actions
(see clarification
table)
End of Process
No
Yes
From 5.0 Work
Documentation
Process
6.0.2
Weekly review of input
from the Help desk
(Metrics and service
quality issues)
6.0.2a
Help Desk
reports
customer
feedback and
metrics
Help Desk