Master : User Story Docuement (WX01US01)

1. Problem Statement

Utilities face significant challenges in maintaining consistent field service operations across various service types, assets, and technician teams. This leads to:

• Inconsistent Service Delivery: Without standardized procedures, field technicians perform similar tasks with varying methods and quality.
• Safety Compliance Risks: Utility operations involve numerous safety hazards that require consistent adherence to protocols.
• Inefficient Resource Allocation: Without proper task planning and resource requirements, field operations face delays and cost overruns.
• Poor SLA Management: Service Level Agreements are difficult to track and maintain without structured procedure templates.

Core Problem: The organization lacks a centralized, standardized system for creating, managing, and enforcing Standard Operating Procedures (SOPs) for field service operations across different utility types, resulting in inconsistent service quality, safety risks, and inefficient resource utilization.

2. Who Are the Users Facing the Problem?

1. IT/System Administrators

Responsible for the technical setup and configuration of the platform. They ensure the system is properly tailored to the utility's specific needs and maintain the technical infrastructure that supports work order operations.

2. Operations Managers

Oversee the overall work order process and access the master page to ensure alignment with operational goals and standards. They are responsible for the efficiency and effectiveness of field operations across the utility.

3. Supervisors/Managers

Access the master page to manage and configure work order templates, assign roles, and ensure efficient workflow management. They handle day-to-day supervision of work order processes and field teams.

4. Field Force Technician

Executes maintenance, installation, and repair work by following standardized procedures in the field. Primary end-user of SOPs during service delivery.

3. Jobs To Be Done

For IT/System Administrator:

When I need to configure and maintain the work order management system, But I struggle with technical complexities and integration requirements across utility operations, Help me implement a standardized template system with proper role-based access controls, So that I can ensure system reliability, data integrity, and seamless workflow across departments.

For Operations Manager:

When I need to oversee work order processes across utility operations, But I face challenges with inconsistent procedures, unpredictable service quality, and SLA compliance, Help me establish standardized work order templates with built-in performance metrics and visibility, So that I can improve operational efficiency, ensure regulatory compliance, and optimize resource utilization.

For Supervisor/Manager:

When I need to manage day-to-day work order assignments and team performance, But I struggle with balancing workloads, tracking progress, and ensuring procedure adherence, Help me efficiently assign standardized work orders based on technician skills and prioritize activities, So that I can meet service level agreements, improve first-time resolution rates, and maintain service quality.

For Field Force Technician:

When I need to perform installation or maintenance tasks in the field, But I lack clear guidance on proper procedures and safety requirements, Help me access detailed, step-by-step instructions with safety protocols and equipment lists, So that I can complete tasks correctly, safely, and within estimated timeframes.

4. Solution

The SMART360 SOP Management System provides a comprehensive platform for creating, managing, and deploying standardized operating procedures across utility operations. The solution addresses the key pain points through these capabilities:

1. Centralized SOP Repository

• Template Library: Pre-configured templates for common utility procedures (meter installation, leak inspection, pressure checks)
• Version Control: Track changes and maintain historical versions of SOPs
• Search & Filter: Easily find relevant SOPs by sop id & template name

2. Standardized Template Builder

• Multi-step Wizard Interface: Guided creation process with logical flow (Basic Info → Safety Requirements → Task Definition → Materials & Equipment → Readings → Help → Review)
• Utility Type Classification: Categorize SOPs by utility (Water, Gas, Electricity) for appropriate requirements
• Service Association Mapping: Link SOPs to specific service types and asset categories

3. Comprehensive Safety Management

• Safety Requirement Packages: Pre-configured safety protocols (Confined Space, Electrical Safety, Working at Heights)
• Safety Protocol Selection: Choose from standard safety protocols based on task requirements
• PPE Requirements: Define specific personal protective equipment needed for each procedure

4. Task Definition Framework

• Standardized Task Templates: Pre-built task templates for common field activities
• Time Estimation: Set expected completion times for planning and performance tracking

5. Materials & Equipment Management

• Material Packages: Define standard material kits for specific procedures
• Equipment Requirements: Specify tools and testing equipment needed for each SOP
• Quantity Management: Track required quantities for inventory and resource planning

6. Measurement & Readings Framework

• Reading Sets: predefined sets of measurements to be collected during procedure execution

7. Knowledge Base Integration

• Support Resources: Attach documentation, videos, and references to SOPs
• Field Feedback Loop: Collect technician feedback on SOP effectiveness and clarity
• Template Rating System: Enable quality assessment of SOP templates

8. Workflow & Approval Process

• Draft Management: Save works-in-progress for further refinement
• Review & Approval: Structured review process before SOP publication

9. Analytics & Insights

• SOP Performance Tracking: Monitor completion times against estimated durations
• Usage Metrics: Track which SOPs are most frequently used and by whom
• SLA Compliance: Measure service delivery against defined SLA targets

5. Major Steps Involved

The following represents the end-to-end process flow for SOP management and execution in the SMART360 system:

1. SOP Template Creation

• Access the Master section in SMART360
• Click "Create SOP" button to launch the SOP Builder wizard
• Complete the Basic Info section (name, description, utility type, service association, SLA parameters)
• Select appropriate Safety Requirements packages and protocols
• Define required Tasks with descriptions and time estimates
• Specify Materials & Equipment needed for the procedure
• Configure required Readings and measurement parameters
• Add Help resources and support information
• Review the complete SOP and publish or save as draft

2. SOP Review

• O&M Manager reviews draft SOPs for operational validity
• Verify safety requirements meet regulatory standards
• Validate task sequences and time estimates
• Confirm material and equipment lists are complete
• Check reading parameters for appropriate thresholds

4. Field Execution

• Technician reviews assigned SOP on mobile device
• Verify safety requirements and confirm proper equipment
• Follow task sequence as defined in the SOP
• Complete mandatory safety protocols before beginning work
• Record required readings and measurements
• Document task completion with timestamps
• Capture any deviations or exceptions from standard procedure
• Take photos of completed work as required

5. Completion and Documentation

• Technician marks all required tasks as complete
• System validates all mandatory tasks and readings are completed
• Record actual time spent compared to SOP estimates
• Document material usage and equipment condition
• Obtain customer acknowledgment if required
• Submit completed SOP to system
• Dispatcher reviews completion status and closes service order

6. Performance Analysis

• Calculates estimated completion time
• Identify SOP compliance rate and exceptions
• Track SLA performance across different SOP types
• Analyze reading data for operational insights
• Identify opportunities for SOP optimization
• Review feedback submitted by field technicians

• Publish revised SOP version with improvement notes

6. Flow Diagram

Link - https://www.mermaidchart.com/raw/06d814c5-3914-404c-84c5-85987900df5e?theme=light&version=v0.1&format=svg

7. Business Rules

General SOP Management Rules

1. Each SOP must be associated with exactly one utility type (Water, Electricity, Gas, HVAC, or Other)
2. SOPs must have a unique identifier (SOP-XXX) assigned by the system upon creation
3. All SOPs must include at least one task in the task definition section
4. SLA must be defined in hours or days for each SOP
5. Active SOPs cannot be deleted but can be archived if no longer needed
6. SOP templates can only be published after all mandatory fields are completed
7. work in progess sop's can be saved in draft

Safety Requirement Rules

1. SOPs must have at least one safety protocol selected if the procedure involves field work
2. Hazardous procedures must include specific safety packages appropriate to the risks involved
3. PPE requirements must be explicitly defined for each SOP

Task Definition Rules

1. Tasks must have estimated completion times for proper resource planning
2. Each SOP must have a maximum allowed completion time for SLA tracking
3. Task templates can be reused across multiple SOPs

Materials & Equipment Rules

1. All specialized tools required for a procedure must be listed in the equipment section
2. Material quantities must be specified for inventory planning

Readings & Measurements Rules

1. Reading units must be standardized and clearly displayed

SLA & Performance Rules

1. SOP completion time is calculated from assignment to final task completion
2. SLA performance is tracked

Calculation avg sla

• Avg SLA per SOP: 36 hours
• Exemption Rate: 5% (↓ 5%)

To calculate the average SLA (Service Level Agreement) time per SOP (Standard Operating Procedure), you need data on the time taken for each SOP case. The general formula is:

Average SLA Time = (Sum of SLA Times for All SOPs) / (Total Number of SOPs)

Example:

If you had the following SOP completion times (in hours):

• SOP 1: 30h
• SOP 2: 36h
• SOP 3: 42h

Then:
Average SLA = (30 + 36 + 42) / 3 = 108 / 3 = 36 hours

The 5% exemption rate implies that 5% of SOPs were excluded from SLA calculations (e.g., due to valid exceptions or issues outside control), so you'd calculate the average only using the remaining 95% of SOPs.

8. Sample Data

SOP Templates

Safety Requirements

Task Templates

Material Packages

Reading Sets

Utility Reading Sets

9. Acceptance Criteria

1. The system must allow creation of SOP templates for multiple utility types (Water, Gas, Electricity, HVAC, Other)
2. The system must enforce unique SOP IDs for all templates in the format SOP-XXX
3. The SOP Builder must guide users through a 7-step creation process: Basic Info, Safety Requirements, Task Definition, Materials & Equipment, Readings, Help, and Review
4. Users must be able to save drafts at any point in the creation process
5. The system must support selection of pre-configured safety packages and individual safety protocols
6. The SOP Builder must allow creation of task sequences with time estimates and dependency relationships with predefnied packages
7. Tasks must be able to be flagged as mandatory
8. In the create sop button, on the help step , in the resource documents there will be 3 drop down - instruction, video link, file
9. The system must support material and equipment package definition with quantity specifications
10. Reading requirements must include parameter ranges
11. The system must calculate and display SLA metrics for all active SOPs
12. The master page must display key metrics: Total SOPs, Active SOPs, Template Types, and Avg SLA
13. The master page table must have version
14. There will be no filter in draft
15. Users must be able to filter SOPs by utility type, priority, and status
16. The system must track usage count for each SOP template
17. Field feedback mechanisms must be available for continuous improvement
18. The system must support attachment of reference materials and help documentation
19. Users must be able to define required fieldforce count for resource planning
20. Published SOPs must be visible to all authorized users based on role permissions
21. The system must support draft, active, and archived status for SOP lifecycle management
22. The system must validate that all required fields are completed before publication
23. The system must provide a comprehensive review screen showing all SOP components before final publication

10. Process Changes

11. Impact from Solving This Problem

12. User Behavior Tracking

For IT/System Administrator

For Operations Manager

EventPropertiesMetricsInsightsTemplate_Performance_Viewedtemplate_id,

For Supervisor/Manager

EventPropertiesMetricsInsightsWork_Order_Assignedwork_order_id, technician_id, priority, estimated_timeAssignment patterns, workload distributionHow balanced are work assignments? Are high-priority items appropriately staffed?Technician_Performance_Reviewedtechnician_id, metrics_viewed, time_periodPerformance management, focus areasWhat aspects of technician performance receive attention? How does feedback translate to improvement?Template_Modifiedtemplate_id, modification_type, reason_codeTemplate refinement, improvement areasWhich templates require adjustment? Are modifications improving efficiency?Schedule_Adjustedoriginal_timing, new_timing, reason_codeSchedule adherence, adjustment patternsWhat causes schedule changes? How effectively are adjustments handled?

For Field Force Technician

EventPropertiesMetricsInsightsWork_Order_Viewedwork_order_id, view_duration, sections_accessedUsage patterns, information needsWhich sections of work orders require most review? Is information clearly presented?Task_Completedtask_id, actual_duration, sequence_numberCompletion efficiency, process adherenceAre time estimates accurate? Do technicians follow the prescribed sequence?Field_Data_Recordeddata_type, completion_time, exception_flagData collection efficiency, quality issuesIs field data collection efficient? Which data points cause collection problems?Work_Order_Feedback_Submittedwork_order_id, feedback_type, improvement_suggestionFeedback patterns, improvement opportunitiesAre technicians providing useful feedback? Which aspects of work orders need improvement?