A device breaks down, gets put in a corner, and stays there. Months later, no one remembers if it was repaired, or even where it is.
This is the common story of businesses that do not keep fault records. The equipment is neither in use nor disposed of; it just sits there as a dead investment.
In this article, we explained how to open a fault record, service flow, part replacement, and analysis of recurring faults.
Table of Contents
Why is a fault record necessary?
A fault record makes it visible in the system that an asset is out of service. Without a record, a non-working device appears in the inventory as if it is working.
This visibility is critical for planning. Capacity cannot be calculated without knowing how many devices are actually usable.
The record also accumulates costs. When all repair expenses made for a device are totaled, the replacement decision is based on concrete data.
It also provides benefits in terms of accountability. It becomes traceable during which use and with which person the fault occurred.
Records are kept in the inventory module and linked to the asset card.
Asset statuses
Every asset must have clear status information. Ambiguous statuses directly undermine the reliability of the inventory.
The basic statuses are: in use, in stock, faulty, in service, and scrapped.
The status of faulty and in-service must be separated. The first refers to a waiting asset, and the second to one undergoing processing.
Assets remaining in a faulty state for a long time should generate an alert list. Most forgotten devices remain in this state.
Status changes must generate logs; information on who, when, and why it was changed must be stored.
Fault workflow
The workflow begins with reporting the fault. The person making the report should briefly write down the symptoms and conditions under which it occurred.
Then, an initial assessment is made. Some faults are resolved with simple intervention and do not need to go to service.
If it is to be sent to service, a dispatch record is created. Which service it was sent to and on what date must be tracked.
Upon return from service, the performed procedure, replaced parts, and cost are recorded. This information is added to the asset's history.
In the final step, the asset is tested and put into service, and its status is updated. A device put into use without being tested returns shortly.
Repair or replace decision
Not every fault is worth repairing. Basing this decision on data yields much more accurate results than making it by intuition.
The first metric is the ratio of repair cost to replacement cost. Repairs above a certain threshold are usually uneconomical.
The second metric is the remaining lifespan of the asset. Investment made in a device nearing the end of its life is quickly wasted.
The third metric is the past number of repairs. A device that breaks down frequently continues to break down even after being repaired.
When these three criteria are evaluated together, the decision becomes clear; asset lifecycle we detailed in the article.
Part replacement and inventory
Spare parts used in repairs must be deducted from inventory. The use of unrecorded parts distorts both inventory and cost data.
Part costs must be reflected in the fault record. Thus, the total repair cost per asset is calculated realistically.
Keeping frequently used spare parts in stock shortens the waiting time. Which parts are critical is derived from historical data.
If the serial number of the replaced part is tracked, this information must also be recorded. Warranty claims rely on this record.
The management of spare parts inventory warranty and spare parts tracking we discussed in the article.
Warranty and contract check
The first detail to check when opening a malfunction record is the warranty status. Paying for a device under warranty is the most common unnecessary expense.
Therefore, the warranty expiration date should be kept on the asset card and displayed on the malfunction screen.
Devices under a maintenance contract should also be specifically flagged. An extra invoice should not be paid for an operation covered by the contract.
It is also necessary to know the warranty terms; certain interventions void the warranty.
We explained contract management in the maintenance contract management article.
Recurring failure analysis
The most valuable output of malfunction records is the emergence of recurring problems. Without this analysis, the same issue is constantly being resolved.
The frequency of malfunctions by model directly feeds purchasing decisions. A problematic model should not be purchased again.
Distribution by user also provides insight. Malfunctions concentrated on a specific user may indicate a training need.
Environmental conditions should also be evaluated. High malfunctions in a specific location may indicate electrical or climate issues.
Selecting failure causes from a limited list makes this analysis possible. Causes written as free text cannot be grouped.
Transition to preventive maintenance
The mature state of malfunction tracking is performing maintenance without waiting for a failure. This transition significantly lowers costs.
The preventive maintenance plan is derived from past failure data. How often a device requires maintenance is determined by data.
The maintenance schedule can be time-based or usage-based. The second method is more accurate for equipment with variable usage intensity.
Planned maintenance must also generate records; the operation performed and its cost should be added to the asset history.
This approach yields a high return, especially in production and field equipment. Downtime costs are many times higher than maintenance costs.
Points to consider
Easy malfunction reporting directly determines the likelihood of the record being created. Long forms lead people back to verbal reporting.
The discipline of closing records is also important. Records that are repaired but not closed make the inventory look worse than it is.
Do not forget to close out assets that are scrapped. Dead records sitting on the list distort all reports.
A backup device plan should also be considered; the failure of critical equipment must not halt operations.
Liability for assigned devices continues during a malfunction; asset tracking article.
Frequently asked questions
Who should create the malfunction record?
The person who notices the issue should create it; keeping the notification simple is the most important factor ensuring the record is created.
How are external service costs tracked?
The service invoice is linked to the malfunction record, thus generating the total repair cost per asset.
Can malfunction notifications be made from mobile devices?
Mobile usage can be planned; we determine the scope according to your needs during the setup phase.
Can customer equipment also be tracked?
It can be tracked; for the technical service scenario, see the technical service management article.
Malfunction tracking is the record showing the actual availability of inventory. Without this record, the inventory list does not reflect the situation in the field.
Keep the notification as simple as possible. A complex form drives employees back to verbal reporting.
Also have malfunction causes selected from a limited list; the analysis of recurring problems is only possible this way.
Set up an alert for assets waiting in a malfunctioning state for a long time; almost all forgotten devices end up in this state.
By speaking with the EQLEM team, you can plan your malfunction and maintenance setup.