Enterprise Asset Management (EAM) Solutions

Business Use Cases
Computerized Maintenance Management System

Austin Water - Computerized Maintenance Management System - Business Use Cases
About This Document
This document defines the comprehensive set of business use cases that will inform the
requirements and evaluation criteria for the City of Austin's upcoming Computerized
Maintenance Management System (CMMS) Request for Proposal (RFP). Developed in
collaboration with operational stakeholders across Austin Water, these use cases reflect the
full lifecycle of maintenance, asset, inventory, mobile, and customer service workflows across
vertical and horizontal infrastructure.
Each use case is structured to support transparency, traceability, and alignment with the
City's strategic goals for operational excellence, regulatory compliance, and customer
service. The scenarios outlined herein are grounded in real-world processes and are designed
to ensure that the selected CMMS platform can meet the diverse needs of field crews,
technical operators, planners, engineers, analysts, and administrative staff.
This document serves as a foundational reference for vendors, evaluators, and project
stakeholders. It ensures that the future CMMS solution will support Austin Water's mission to
deliver safe, reliable, and sustainable utility services to the community.
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Life Cycle
This section outlines high-level lifecycle narratives that summarize the end-to-end processes
for key entities within the CMMS, such as parts, assets, work orders, and meters. These use
cases provide a holistic view of how each item is created, managed, and retired across
multiple departments and workflows, serving as umbrella scenarios that connect more
detailed atomic use cases.
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Austin Water - Computerized Maintenance Management System - Business Use Cases
Full Lifecycle of a Part
Use Case ID: PART-LIFECYCLE-001
Actors
* Inventory Analyst
* Inventory Supervisor
* Vendor
* Technician
* CMMS System
Business Flow
1. Part Creation & Governance
* Inventory Analyst initiates a new part record in the CMMS.
* Required fields include: part number, description, vendor, manufacturer, lead time,
MOQ, pricing tiers, classification (e.g., hazardous, regulated).
* System checks for duplicate UPCs and prompts for review if a match is found.
* Supervisor reviews and approves the part for activation.
(See also: INV-PART-001)
2. Vendor Linking & Pricing Logic
* Multiple vendors are linked to the part.
* CMMS stores vendor-specific pricing, lead times, and order rules.
* Best pricing logic is applied during ordering to select the optimal vendor.
(See also: INV-VENDOR-001)
3. Ordering & Replenishment
* Orders are generated manually or automatically based on min/max thresholds, PM
forecasts, or seasonal trends.
* CMMS evaluates vendor pricing, MOQ, and lead time before generating a PO.
* PO is routed for approval and submitted to the vendor.
(See also: INV-REPL-001)
4. Receiving & Labeling
* Upon delivery, Inventory Analyst receives the part in CMMS.
* System validates quantity against PO and invoice.
* Barcode labels are printed per unit and affixed.
* If the part is flagged for a pending WO, the system notifies the planner and holds the
part.
(See also: INV-RECV-001, INV-OCR-RECV-001)
5. Issuance & Usage
* Parts are issued via POS-style interface using barcode/NFC scanning.
* Issuance is logged against a WO, SR, WR, or GL account with reason code.
* Digital receipt is generated and stored.
(See also: INV-ISSUE-001)
6. Returns & Warranty Handling
* Parts may be returned to the storeroom or vendor due to defect, warranty, or incorrect
item.
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Austin Water - Computerized Maintenance Management System - Business Use Cases
* CMMS adjusts inventory and financials accordingly.
* Warranty claims are tracked and linked to the part and vendor.
(See also: INV-RETURN-001, INV-WARRANTY-001)
7. Usage Tracking & Compliance
* Part usage is logged by WO, asset, technician, and lot number.
* Expiration dates and lot tracking are enforced.
* Compliance documents (e.g., SDS, COA) are uploaded and linked to the part record.
(See also: INV-LOT-001)
8. Obsolescence & Lifecycle Review
* CMMS flags parts for obsolescence review if:
* No orders in 60+ months
* Linked assets have been out of service for 36+ months
* Part is discontinued and out of stock
* Inventory Analyst reviews and removes obsolete parts from active inventory.
(See also: INV-OBSOLETE-001)
Postconditions
* Part is traceable from creation through ordering, issuance, usage, and retirement.
* Inventory levels and financials are accurate and auditable.
* Compliance and warranty documentation is maintained.
* Obsolete parts are removed from active workflows.
Exceptions
Condition System Behavior
Duplicate UPC detected Prompt user to review and merge or reject
Missing required fields Block part creation; highlight missing data
Barcode printer offline Queue labels for later printing
Part replaces another Prompt to update PMs and BOMs; allow bulk update
Supervisor rejects part Return to draft with comments
Business Rationale
This use case ensures:
* Clean, governed part data entry
* Accurate vendor and pricing logic
* Efficient receiving and labeling
* Real-time inventory visibility
* Proactive forecasting and PM alignment
* Full traceability and audit readiness
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Austin Water - Computerized Maintenance Management System - Business Use Cases
Horizontal Work Order Lifecycle
Use Case ID: WO-LIFECYCLE-001-H
Actors
* Customer
* Customer Service Representative (CSR)
* Dispatcher
* Supervisor
* Technician
* Inventory Analyst
* CMMS System
* Notification System
Business Flow
1. Service Request (SR) Initiation
* A customer reports an issue via phone, email, or portal.
* CSR logs the SR in the CMMS, capturing:
* Contact information
* Location
* Description of the issue
* Preferred appointment window (if applicable)
* System assigns a unique SR ID and sends confirmation to the customer.
(See also: FM-SR-001, CUST-NOTIFY-001)
2. Triage & Dispatch
* Dispatcher reviews the SR in the triage dashboard.
* Checks for duplicates and verifies completeness.
* Converts SR into a Work Order (WO) and assigns priority.
* Links SOPs, safety prompts, and GIS data.
* Assigns to a technician or crew based on skillset, availability, and location.
(See also: FM-TRIAGE-001, WO-HANDOFF-001)
3. Customer Communication & Appointment Scheduling
* If customer availability is required, system sends appointment options via SMS/email.
* Customer selects a time window.
* CMMS confirms appointment and updates technician schedule.
* Notification is logged and visible to CSR and supervisor.
(See also: CUST-NOTIFY-001)
4. Material Planning
* Inventory Analyst is notified of required parts/tools.
* System checks availability and stages materials.
* If unavailable, triggers reorder or suggests substitutions.
(See also: INV-REPL-001, INV-ISSUE-001)
5. Scheduling & Routing
* WO is added to technician's mobile dashboard.
* System provides optimized route based on traffic and proximity.
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Austin Water - Computerized Maintenance Management System - Business Use Cases
* Push notification sent to technician with estimated arrival time.
(See also: WO-ROUTE-001, MOBILE-FIELD-001)
6. Execution
* Technician arrives on site and scans asset barcode/NFC.
* Completes checklist and logs:
* Labor time
* Parts/tools used
* Notes (voice-to-text optional)
* Annotated photos/videos
* Flags follow-up work if needed.
(See also: MOBILE-FIELD-001, SAFETY-FORM-001)
7. Completion & Review
* Technician marks WO as complete.
* System verifies required fields and checklist completion.
* Supervisor reviews and finalizes the WO.
* If customer was impacted, system sends CSAT survey.
(See also: FM-WO-EXEC-001, FM-CSAT-001)
8. Post-Processing & Follow-Up
* Asset history is updated.
* Inventory is adjusted.
* Any follow-up WOs are created and linked.
* GIS is updated if asset status changed.
(See also: GIS-WO-001, INV-RETURN-001)
Postconditions
* WO is closed with full audit trail.
* Customer is notified of completion.
* CSAT feedback is logged.
* Asset and inventory records are updated.
* SLA compliance is tracked.
Exceptions
Condition System Behavior
Parts unavailable Update WO to "Pending Parts"; notify planner and
customer
Checklist incomplete Block WO closure; prompt technician
Duplicate SR detected Prompt dispatcher to merge or close duplicate
Appointment missed Notify customer and reschedule
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Austin Water - Computerized Maintenance Management System - Business Use Cases
Condition System Behavior
Safety prompt not Block WO start; require confirmation
acknowledged
Business Rationale
This use case ensures:
* End-to-end visibility from customer request to work completion
* Efficient scheduling and routing of field crews
* Real-time communication with customers
* Accurate tracking of labor, materials, and asset updates
* SLA and CSAT compliance for horizontal infrastructure work
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Austin Water - Computerized Maintenance Management System - Business Use Cases
Vertical Reactive Work Order Lifecycle
Use Case ID: WO-LIFECYCLE-001-VR
Actors
* Treatment Operator
* Field Supervisor
* Maintenance Technician
* Inventory Analyst
* CMMS System
* Mobile Application
* GIS System
Business Flow
1. Work Request (WR) Creation
* A Treatment Operator identifies an issue or receives a SCADA alert.
* Operator initiates a WR via mobile app or desktop:
* Selects asset or scans barcode/NFC
* Enters failure description (voice-to-text optional)
* Attaches photos/videos
* Flags priority (e.g., Emergency)
* If SCADA-triggered, CMMS auto-generates WR with pre-filled data.
(See also: RM-WO-001, OP-CHK-001)
2. Supervisor Review & WO Creation
* Supervisor receives notification of new WR.
* Reviews and converts WR to a Reactive Work Order (WO).
* Assigns priority, crew, and estimated labor.
* Links SOPs/SOGs, safety prompts, and GIS data.
* Flags asset as "Out of Service" in CMMS and GIS.
(See also: SAFETY-FORM-001, GIS-WO-001)
3. Material & Tool Planning
* Inventory Analyst is notified of WO.
* System checks for required parts/tools:
* If available: reserves and stages them
* If not: triggers reorder or suggests alternatives
* Inventory Analyst preps tools and parts for pickup.
(See also: INV-REPL-001, INV-ISSUE-001)
4. Scheduling & Routing
* Supervisor schedules technician based on:
* Skillset
* Proximity
* Availability
* Mobile app provides:
* Turn-by-turn navigation with real-time traffic
* Estimated arrival time
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