LSI Logic Logs On to a Web-Based Work Order System

LSI Logic is the foremost global supplier of high-performance semiconductors. The company partners with trend-setting customers to build complete systems on a single chip, such as the chips that animate Sony Playstation and enable Cisco's Internet routing switches. In its 20 years, LSI Logic has seen enormous growth, expanding from its headquarters in Milpitas, California to multiple manufacturing sites, design centers, and sales offices throughout the world. For an organization that calls itself "The Communications Company," it is only logical that LSI would fashion its ARCHIBUS Building Operations module into a tool that eases communication among managers, craftspersons, and employees at large.

No More Paper Trails
Using the Building Operations module as a backbone, LSI Logic worked with business partner Business Resource Group to create a custom, Web-based work order program. According to Don Higbee, Project Planning and Engineering Manager at LSI Logic, the system is bringing greater efficiency to the work order process. The system consists of three elements: the customer interface, which allows anyone, anywhere in the company to submit a work request via the Internet and check its status; the assignment stage, in which a request is processed within ARCHIBUS and a work order is assigned to the appropriate craftsperson; and the final stage, in which the craftsperson logs on over the Web to collect assignments in the queue and report on work completed. "The major benefit of this work order system is that customers can make work requests on-line and check on the status of their work order at any time," says Higbee. "Before, we had to deal with unruly paper trails, the very real possibility of work orders getting lost along the way, and no consistent method of providing up-to-date completion statuses to our customers." With this new system, which requires very little of it users other than a cursory knowledge of logging on to the World Wide Web, the workflow process has become far more manageable.

Upholding Business Practices
From start to finish, all players in the work order process are aware of the status and expectations of the job. A number of automated notifications and routing paths have been set up within the system to accomplish this. For example, LSI Logic has identified different problem types used to categorize each work request. Depending on the specific problem type selected by the customer and the building location in which the work is to be completed, the work request is automatically forwarded to the appropriate Site Services department: the Operations group (which handles basic maintenance), the Project Planning and Engineering group (which handles office adds, moves, changes, and building construction), or the Engineering group (which handles issues in the large, engineering-intensive buildings called "fabs"). If the problem type requires a manager's approval, the system generates an e-mail to his or her attention with a link to approve the work request on-line. Should a cost estimate be required prior to approval, a "cost estimate required" box on the work request can be checked. When the appropriate craftsperson completes the estimate, the system again messages the requesting manager, who can then approve or deny the work request. Customized features like these ensure that users abide by LSI Logic's business rules.

Smoother, More Timely Workflow
It may sound like a lot of information shuttles back and forth among users, but the system's automatic message generation actually ends up moving the process along more smoothly than before. To make sure projects are kept on track, time clocks are in place throughout the entire process. For example, if a manager fails to approve a work request within five days, the work request dies. A message is subsequently sent back to the requestor alerting the original requestor of this. Similarly, the craftsperson must electronically accept the work order within a specified time of the assignment. Otherwise, a notice is automatically sent to the manager that the work order has not been accepted. "Our whole intent is to avoid work orders dropping into a black hole," says Higbee. "We've put a lot of work and thought into this operation to become more efficient. Today, everything we do related to work orders is fully accountable."

Crafty Messaging
The system also allows craftspeople to enlist their colleagues' help for a specific work order. "For example, if a project manager needs engineering support, he just adds the engineer's name to the work order, basically saying 'I need your assistance,'" says Higbee. The work order will now appear in the engineer's work queue with the specific requirements.

LSI has a unique approach to closing work orders. The craftperson completes a work order, but never closes it - rather, the customer does. Once all work is completed on a work order, a message is sent to the original requestor asking if the work has been satisfactorily completed. The customer can indicate what, if anything, was not completed or simply close the work order. If the customer closes the work order, he or she is then presented with a short satisfaction survey, which is used to provide immediate feedback on craftperson performance.

LSI uses the Building Operations module for preventive maintenance, as well. "The beauty of the work order program is that when a craftsperson logs on, he can see the preventive maintenance work assigned to him as well as his on-demand workload," says Higbee. Although Higbee admits the transformation to an on-line environment can be hard on some users, he reports that overall, the paperless system has been well-received. Today, LSI Logic generates approximately 100 work orders per week.

Expansion Plans
Currently, the Web-based work order system is in action at LSI's Bay Area facilities in California. Given its solid performance, Higbee will soon roll it out to the organization's international sites. This worldwide release is scheduled for March 2001. Other plans include expanding the scope of the preventive maintenance system and migrating one location's MP2 data into ARCHIBUS. A separate group within LSI Logic uses the ARCHIBUS Real Property & Lease Management module to track all its buildings around the world. According to Higbee, the module is especially helpful in tracking leases and subleases at various global locations, as the company grows. Meanwhile, Higbee and his team solicit feedback from craftspersons and other users, tinkering with the system to improve its value within the organization.