SIST EN 17007:2018

Maintenance process and associated indicators

This European Standard provides a generic description of the maintenance process. It specifies the characteristics of all the processes, parts of maintenance process, and establishes a maintenance model to gives guidelines for defining indicators.
This European Standard is applicable to all organizations (company, institution, agency, etc.) in charge of maintaining physical assets. Therefore, it has been established without a particular organization in mind and does not aim to propose one. This description could be adapted based on the type and size of organization chosen to perform the maintenance, the complexity of the systems maintained and the scope of the external contracted services.
The purpose of the breakdown into processes and the representation of their inter-relationships  is to help maintenance personnel, and particularly management at different levels, to:
-   clearly identify the actions to be taken in order to meet the overall objectives set by Management in terms of maintenance;
-   delegate responsibilities that ensure the realization of the actions with the required performance levels;
-   for each process, clearly determine:
a)   the necessary inputs and their origin;
b)   the required results and their intended uses;
-   monitor and quantitatively assess the performance obtained at various levels of the breakdown into processes;
-   improve the collection and the distribution of data.
This standard does not cover software maintenance itself, but applies to items containing software.

Instandhaltungsprozess

Diese Europäische Norm enthält eine allgemeine Beschreibung des Instandhaltungsprozesses. In ihr werden die Eigenschaften der gesamten Prozesse und Teile des Instandhaltungsprozesses festgelegt und ein Instandhaltungsmodell erstellt, um Richtlinien zur Definition von Leistungskennzahlen bereitzustellen.
Diese Europäische Norm ist auf alle Organisationen (Unternehmen Institutionen, Agenturen usw.) anwendbar, die für die Instandhaltung physischer Anlagen verantwortlich sind. Sie wurde daher nicht im Hinblick auf eine bestimmte Organisation erstellt und zielt auch nicht darauf ab, eine solche vorzuschlagen. Diese Beschreibung kann je nach Art und Größe der Organisation, die für die Instandhaltung gewählt wurde, der Komplexität der instandgehaltenen Systeme und dem Ausmaß von extern vergebenen Dienstleistungen angepasst werden.
Der Zweck der Aufteilung in Prozesse und der Darstellung ihrer Zusammenhänge ) ist, dem Instandhaltungspersonal und vor allem dem Management auf verschiedenen Ebenen dabei zu helfen:
-   die notwendigen Aktionen oder Maßnahmen klar zu identifizieren, um die Gesamtziele, die vom Management in Bezug auf die Instandhaltung definiert wurden, zu erreichen;
-   Verantwortlichkeiten zu delegieren, um die Umsetzung der Aktionen und Maßnahmen auf den notwendigen Leistungsstufen sicherzustellen;
-   für jeden Prozess Folgendes klar zu bestimmen:
a)   die notwendigen Eingaben und deren Ursprung;
b)   die erforderlichen Ergebnisse und die geplanten Anwendungen;
-   die Leistungsfähigkeit zu überwachen und quantitativ auf verschiedenen Ebenen der Aufteilung in Prozesse zu bewerten;
-   die Sammlung und Verteilung von Daten zu verbessern.
Diese Norm umfasst keine Softwareinstandhaltungen, ist aber auf Objekte anwendbar, welche Software umfassen.

Processus de maintenance et indicateurs associés

La présente Norme européenne donne une description générique du processus maintenance. Elle définit les caractéristiques de tous les processus faisant partie du processus maintenance et établit un modèle de maintenance donnant des lignes directrices pour la définition des indicateurs.
La présente Norme européenne s’applique à toutes les organisations (entreprise, institution, agence, etc.) chargées de la maintenance des actifs physiques. Elle a donc été établie sans présupposer d’organisation particulière et n’a pas pour objectif d’en proposer. Cette description peut être adaptée en fonction du type et de la taille d’organisation choisie pour effectuer la maintenance, de la complexité des systèmes maintenus et de l’étendue des prestations externes.
Le découpage en processus et la représentation de leurs interrelations ) ont pour objectif d’aider le personnel de maintenance, et notamment le management à différents niveaux, à :
-   identifier clairement les actions à mener pour satisfaire les objectifs globaux fixés par la Direction pour la maintenance ;
-   déléguer les responsabilités qui garantissent la réalisation des actions avec les niveaux de performance exigés ;
-   déterminer clairement pour chaque processus :
a)   les entrées nécessaires et leur provenance ;
b)   les résultats exigés et leurs destinations ;
-   suivre et évaluer quantitativement les performances obtenues à différents niveaux de la décomposition en processus ;
-   améliorer le recueil et la diffusion des données.
La présente norme ne couvre pas la maintenance des logiciels pris isolément, mais s’applique aux biens contenant des logiciels.

Proces vzdrzevanja in z njim povezani kazalniki

Vzdrževanje je postopek, ker je sestavljeno iz organiziranih, usklajenih opravil z uporabo virov in ga za pridobitev rezultata izvaja več akterjev. Ta predlog ponuja splošen opis postopka vzdrževanja, ki omogoča razumevanje dejanj in interakcij med postopki. Veljati bi moral za vse sisteme in organizacije, zato mora biti sestavljen brez osredotočanja na določeno organizacijo ali predlaganja take organizacije. Namen razčlenitve v postopke in predstavitev njihovih medsebojnih razmerij je pomagati vzdrževalnemu osebju in še zlasti vodstvu: jasno opredeliti ukrepe, ki jih je treba sprejeti za izpolnitev splošnih ciljev, ki jih je za vzdrževanje določilo vodstvo. Zagotavlja razčlenitev postopka vzdrževanja na več ravni, kar omogoča jasen prikaz dejavnosti, ki jih je treba opraviti na ustrezni ravni podrobnosti:  dodeliti odgovornosti, ki zagotavljajo uresničitev opredeljenih ukrepov z zahtevano stopnjo učinkovitosti;  za vsak postopek jasno določiti:  potrebne surovine in njihov izvor;  potrebne rezultate in njihovo predvideno uporabo; in na ta način določiti vse povezave, ki združujejo procese in omogočajo uresničitev celotnega postopka;  omogočiti določanje kazalnikov in sistemov kazalnikov v zvezi s standardom EN 15341 za merjenje uresničevanja vsakega postopka in spremljanje njegove učinkovitosti. Ta opis postopka vzdrževanja bo upravniku ponudil način za primerjavo organizacije z opisano generično predstavitvijo in odkrivanje nezadostnih ukrepov, nedodeljenih odgovornosti in/ali slabo vzpostavljenih povezav.

General Information

• Status: Published
• Public Enquiry End Date: 31-Jul-2016
• Publication Date: 07-Dec-2017
• ICS: 03.080.10 - Maintenance services. Facilities management
• Technical Committee: VZD - Maintenance
• Current Stage: 6060 - National Implementation/Publication (Adopted Project)
• Start Date: 25-Oct-2017
• Due Date: 30-Dec-2017
• Completion Date: 08-Dec-2017
• Ref Project: EN 17007:2017 - Maintenance process and associated indicators

Standards Content (Sample)

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Proces vzdrzevanja in z njim povezani kazalnikiInstandhaltungsprozessProcessus de maintenance et indicateurs associésMaintenance process and associated indicators03.080.10Vzdrževalne storitve. Upravljanje objektovMaintenance services. Facilities managementICS:Ta slovenski standard je istoveten z:EN 17007:2017SIST EN 17007:2018en,fr,de01-januar-2018SIST EN 17007:2018SLOVENSKI
STANDARD
EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM
EN 17007
October
t r s y ICS
r uä r z rä s r English Version
Maintenance process and associated indicators Processus maintenance et indicateurs associés
Instandhaltungsprozess und verbundene Leistungskennzahlen This European Standard was approved by CEN on
s v August
t r s yä
egulations which stipulate the conditions for giving this European Standard the status of a national standard without any alterationä Upætoædate lists and bibliographical references concerning such national standards may be obtained on application to the CENæCENELEC Management Centre or to any CEN memberä
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t r s y CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Membersä Refä Noä EN
s y r r yã t r s y ESIST EN 17007:2018

1) Relationships between several elements or members of the same unit or group. SIST EN 17007:2018

The cost of exceptional maintenance is generally accounted as capital investment. Note 3 to entry:
Exceptional maintenance is sometimes called replacement investments. [SOURCE: EN 13306, 8.13] 3.4 maintenance budget determination of the maintenance expenditures over a given period in the future to ensure the availability of the necessary financial resources 3.5 maintenance documentation set of documents needed to perform the maintenance tasks, including: — work order; — technical instructions; — maintenance procedures; — list of necessary resources; — plans; — schedule; — maintenance records — any other document needed to perform maintenance SIST EN 17007:2018

The history may contain records of all failures, faults, costs, item availability, up time and any other relevant data. [SOURCE: EN 13306, 10.6] 3.7 maintenance plan structured and documented set of tasks that include the activities, procedures, resources and the time scale required to carry out maintenance [SOURCE: EN 13306, 2.5] 3.8 maintenance policy general approach to the provision of maintenance and maintenance support based on the objectives and policies of owners, users and customers Note 1 to entry: The maintenance policy entails establishing the direction (method, programme, budget, etc.) based on the goals and objectives set by the company's Management. The management focus in the policy statement can be: — availability and useful life of the item; — safety of the items and individuals, product quality, environmental protection; — optimization of maintenance costs, etc. In particular, the maintenance policy give guidance to maintenance strategy that leads to choices being made between: — planning corrective and/or preventive, predetermined or condition-based maintenance; — internal or external service provision. [SOURCE: EN 60300-3-14:2004, 3.1.12 – Note 1 to entry has been added.] 3.9 maintenance procedure document that describes in detail preventive and corrective maintenance tasks Note 1 to entry: These procedures indicate the dismantling and reassembly actions (with the help of diagrams, expanded views, etc.) and give the time periods of the tasks, permissible wear-out rates, the various faults that may occur, and their diagnosis. Note 2 to entry: Maintenance procedures also include resources, the company's health and safety rules as well as the regulatory aspects (environment, safety, etc.). 3.10 maintenance strategy management method used in order to achieve the maintenance objectives EXAMPLE
Outsourcing of maintenance, allocation of resources, etc. [SOURCE: EN 13306, 2.4] SIST EN 17007:2018

This set of equipment includes: — tools; — measuring and control equipment; — computer equipment; — handling equipment (slings, fork-lift trucks, hoists, etc.); — means of access (scaffolding, ladders, platforms, etc.); — individual and collective protective equipment; — environmental protection equipment; — etc. 3.12 process set of interrelated or interacting activities that use inputs to deliver an intended result [SOURCE: EN ISO 9000:2015, 3.4.1] 3.13 spare part item intended to replace a corresponding item in order to retain or maintain the original required function of the item Note 1 to entry:
The original item may be subsequently repaired. Note 2 to entry: In English, any item that is dedicated and/or exchangeable for a specific item is often referred to as replacement item. [SOURCE: EN 13306, 3.5] 4 Abbreviations and notations For the purposes of this document, the abbreviations and notations given in Table 1 and Table 2 apply. SIST EN 17007:2018

represent processes
parallel gateway
sequence flows between processes, defines execution order of activities 5 Principles of maintenance process breakdown 5.1 Process families To more easily identify processes, it is helpful to classify them into three main families a) Management process This includes determining the objectives and the policy to be implemented in order to achieve them, deploying the company's means and allocating the resources. It ensures the coherence of the realization and support processes. It includes measuring and monitoring the process system and using the results to improve performance. b) Realization processes These contribute directly to achieving the expected result and are designed to ensure that the needs expressed by the customer are satisfied. They encompass all activities related to the realization cycle of the product or service. SIST EN 17007:2018

Figure 1 — Level 1 of the process mapping Each level 1 process is in turn broken down into level 2 processes. In addition to the component processes, this level shows the input and output data of each process as well as its origins and destinations. This provides a sequenced representation of the level 2 processes that contribute to the realization of the level 1 process (see Figure 2). SIST EN 17007:2018

Figure 2 — Level 2 of the process mapping — Example Some input data are output data from processes outside the process broken down or is supplied by entities outside the maintenance process. The same may be true for output destinations. These external origins and destinations are indicated on the diagram. A third level may be described, where necessary, to further clarify the actions, but this level is not discussed in this standard. A profile is drawn up for each level 2 process. It includes: — the name of the process; — the purpose(s) of the process, which is expressed in terms of action(s) with clearly stated goals; — the activities that comprise the process. These activities constitute level 3 of the breakdown, which is not shown in the form of a diagram in this document; — the input data and products which are needed to realize the process. They come from either other level 2 processes, other level 1 processes or entities outside the maintenance process; — the output data and products which are created or modified by the process and are intended for either other level 2 processes, other level 1 processes or entities outside the maintenance process; SIST EN 17007:2018

Figure 3 — Maintenance process (level 1 of the mapping) SIST EN 17007:2018

See Figure 4. Purpose(s) of the Process The aim of this process is to manage maintenance in order to achieve the objectives set by the company's management. Key activities / elementary processes — MAN.1 – Establish the maintenance policy, strategy and development actions Based on the company's missions, values, regulations compliance and general objectives, the policy establishes the direction, which gives priority to: — safety of individuals and items, product quality, environmental protection; — availability and useful life of the items; — optimization of maintenance costs, etc. The maintenance strategy, which results from the maintenance policy, requires that choices be made for: — developing, adapting or implementing maintenance methods; — organizing the internal resources (maintenance teams, stocks of spare parts and consumables, documentation, tools, etc.); — insourcing and/or outsourcing and/or contracting some or all of the maintenance tasks; — studying the economic impact of item modifications or improvements. The development of maintenance processes according to the strategy and the process to determine and prioritize improvements are defined and decided. — MAN.2 – Identify the internal or external activities (carried out by the staff of the user company or participating companies) The maintenance policy and strategy make it possible to clearly identify the activities carried out internally and those assigned to participating companies. In connection to budgeting this identification leads to choosing between “making” and “buying” and specifying the required skills. — MAN.3 – Determine the organization, job profiles and responsibilities Based on the direction and choices expressed in the policy and strategy, an organization is set up to realize the maintenance processes. Tasks and job profiles are established as well as possible needs to update present skills. Responsibilities are defined and assigned to the company's personnel. SIST EN 17007:2018

about asset portfolio, asset systems, assets, operating profiles, operating constraints and conditions — laws, decrees, codes, regulations and standards external to the company — external constraints (user of the item, owner, etc.) — documentation (DOC.6) — required skills or training needs (MRQ.11) — maintenance budget (BUD.5) — notice of conformity (MRQ.8) — contribution of maintenance to development of prevention and Safety Plan (HSE.4) — information regarding activities carried out (DTA.11, OPT.2, RES.4, SER.4) — budget estimates for maintenance during operation and for exceptional maintenance and analysis of projected-actual deviations (BUD.5) — indicators, best practices, scorecards (OPT.4) — improvements to be made (OPT.2,3,4,5,6,7) Output data/products — company's maintenance policy, strategy, operational objectives, directions, choices, improvements — internal and external activities to be carried out, organization, job profiles, responsibilities — maintenance budgets — information obtained from the process for the purpose of other processes, scorecard, best practices
Stakeholders To be completed by the organization in order to answer the questions: — who is realizing the process? — who is the customer of the process? Interfaces with other processes All processes Constraints related to realization of the process The large amount of diversified data that shall be collected, formatted and analysed on a regular basis requires an efficient information management system. SIST EN 17007:2018

Figure 4 — Manage maintenance process (level 2 of the mapping) SIST EN 17007:2018

See Figure 5. The PRV and COR processes share common sub-process and activities grouped into the process ACT: Act preventively and/or correctively on items to maintain (see 5.3 and Figure 7). The differences between the PRV and COR processes are their elementary processes: — PRV.1: Characterize the undesirable events; — PRV.2: Use and update the Maintenance Plans; and, — COR.1: Classify the actual events; — COR.2: Diagnose the state of the items in question. 6.3.2 PRV.1 – Characterize the undesirable events Purpose(s) of the Process Characterize and prioritize the events (failures, malfunctions due to latent or hidden faults) that can have harmful and significant consequences on availability, reliability, personal safety, the environment, product or service quality, the value of the assets and costs. The result obtained shall make it possible to define the actions to be taken in order to avoid these events or control their consequences. Key activities / elementary processes 1. Draw up a list of proven and/or potential events whose consequences on the issues at stake (availability, reliability, personal safety, environment, operating costs, value of the assets, product or service quality and the associated thresholds) have been, or may be significant. 2. Determine the primary causes, the chain of causes and/or proven or potential failure modes that lead to the undesirable events. 3. Determine the effects of the causes and/or failure modes identified. 4. Compile the failures and/or degradations that have led to a repair action (corrective) or a preventive restoration action. SIST EN 17007:2018

5. Determine whether the undesirable event and/or failure modes leading to it are apparent or hidden to the user of the items. 6. Prioritize the events based on their effects and occurrence. 7. Choose the methods used to detect hidden causes and failure modes. Input data/products — Documentation from manufacturer and engineering (operating constraints, etc.) — Operational objectives (availability, operation time, reliability, safety, environmental safety, quality, costs, etc.), directions (corrective/preventive, outsourcing/insourcing, line and levels of maintenance, etc.), choices (method used to compile and analyse events)(MAN.1) — General documentation, technical documentation (DOC.6) — Item history, Maintenance record (OPT.2) — Initial maintenance plan (MRQ.9) Output data/products — Undesirable events and their consequences occurrence and criticality — Required items’ improvements — Required operating procedures’ improvements Stakeholders To be completed by the organization in order to answer the questions: — who is realizing the process? — who is the customer of the process? Interfaces with other processes MAN.1 – DOC.6 – OPT.2 Constraints related to realization of the process Elements to define indicators related to the process — (i1prv1) identified undesirable events (failures, malfunctions due to latent or hidden faults) — (i2prv1) changed number of identified undesirable events over a given period — (i3prv1) undesirable events which have occurred and are not identified in the initial list of identified failures — (i4prv1) identified undesirable events which have not occurred over a given period and are included in the list of identified failures — (i5prv1) identified undesirable events which effects were not expected Observations
Figure 5 — Process: “Prevent undesirable events by avoiding failures and faults” (level 2 of the mapping) (The PRV and COR processes share the common sub-process ACT: “Act preventively and/or correctively on the items to be maintained”) SIST EN 17007:2018

See Figure 6. The PRV and COR processes share the “Act preventively and/or correctively on the items to be maintained” process. Part 2/2 of the COR process is presented in Figure 7. SIST EN 17007:2018

Figure 6 — Process: “Restore the items to their required state” (part 1/2) (level 2 of the mapping) SIST EN 17007:2018

See Figure 7. ACT is a part of PRV and COR processes which contain the following sub-processes: — ACT.1: Rank the events — ACT.2: Prepare for the tasks; — ACT.3: Set in order the tasks; — ACT.4: Schedule the tasks; — ACT.5: Begin the scheduled tasks; — ACT.6: Perform the maintenance tasks; — ACT.7: Finish the tasks. SIST EN 17007:2
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