SIST EN 17007:2018
(Main)Maintenance process and associated indicators
Maintenance process and associated indicators
Maintenance is a process since it consists of organised, coordinated tasks using resources and performed by various players to obtain a given result. This proposal consists in providing a generic description of the maintenance process to allow an understanding of the actions and interactions between processes. It should apply to all systems and all organisations and should therefore be established without a particular organisation in mind and does not aim to propose one.
The purpose of the breakdown into processes and the representation of their interrelationships is to help maintenance personnel, and particularly management, to:
clearly identify the actions to be taken in order to meet the overall objectives set by Management in terms of maintenance. It provides a breakdown of the maintenance process into several levels, which makes it possible to clearly indicate the activities to be carried out at a relevant level of detail;
delegate responsibilities that ensure the realisation of the identified actions with the required performance levels;
for each process, clearly determine:
the necessary inputs and their origin;
the required results and their intended uses; and, in that way, define all the links that join the processes together and allow the realisation of the overall process;
provide the ability to define indicators and scorecards in relation with EN15341 for measuring the realisation of each process and monitoring its effectiveness.
This description of the maintenance process will help maintenance managers by giving them a way to compare their organisation to the generic representation described and to detect insufficient actions, unassigned responsibilities and/or poorly established links.
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
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
SIST EN 17007:2018
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
translation under the responsibility of a CEN member into its own language and notified to the CENæCENELEC Management Centre has the same status as the official versionsä
CEN members are the national standards bodies of Austriaá Belgiumá Bulgariaá Croatiaá Cyprusá Czech Republicá Denmarká Estoniaá Finlandá Former Yugoslav Republic of Macedoniaá Franceá Germanyá Greeceá Hungaryá Icelandá Irelandá Italyá Latviaá Lithuaniaá Luxembourgá Maltaá Netherlandsá Norwayá Polandá Portugalá Romaniaá Serbiaá Slovakiaá Sloveniaá Spainá Swedená Switzerlandá Turkey and United Kingdomä
EUROPEAN COMMITTEE FOR STANDARDIZATION COMITÉ EUROPÉEN DE NORMALISATION EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre:
Avenue Marnix 17,
B-1000 Brussels
9
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
EN 17007:2017 (E) 2 Contents Page European foreword . 3 Introduction . 4 1 Scope . 5 2 Normative references . 5 3 Terms and definitions . 5 4 Abbreviated terms and notations . 8 5 Principles of maintenance process breakdown . 9 5.1 Process families . 9 5.2 Breakdown into levels . 10 5.3 Use of the Maintenance process breakdown . 12 6 Breakdown of the maintenance process and process profiles . 13 6.1 Maintenance process . 13 6.2 MAN process: Manage maintenance . 15 6.3 PRV process: Prevent undesirable events by avoiding failures and faults . 19 6.3.1 General . 19 6.3.2 PRV.1 – Characterize the undesirable events . 19 6.3.3 PRV.2 – Use and update the Maintenance Plans . 21 6.4 COR process: Restore the items to their required state . 23 6.4.1 General . 23 6.4.2 COR.1 – Classify the actual events . 24 6.4.3 COR.2 – Diagnose the state of the items in question . 24 6.5 ACT process: Act preventively and/or correctively on the items to maintain . 27 6.5.1 General . 27 6.5.2 ACT.1 – Rank the events . 28 6.5.3 ACT.2 – Prepare for the maintenance tasks . 29 6.5.4 ACT.3 – Set in order the tasks . 30 6.5.5 ACT.4 – Schedule the tasks . 31 6.5.6 ACT.5 – Start the scheduled tasks . 32 6.5.7 ACT.6 – Perform the maintenance tasks . 33 6.5.8 ACT.7 – Finalise the maintenance tasks . 34 6.6 IMP process: Improve the items . 36 6.7 HSE process: Ensure personal health and safety to individuals and preserve environment in maintenance . 39 6.8 BUD process: Budget maintenance of items . 42 6.9 DOC process: Deliver the operational documentation . 45 6.10 DTA process: Manage data . 48 6.11 IST process: Provide the needed infrastructures . 52 6.12 MRG process: Deliver maintenance requirements during items design and modification . 55 6.13 OPT process: Improve the results . 58 6.14 RES process: Provide internal human resources . 61 6.15 SER process: Provide external maintenance services . 64 6.16 SPP process: Deliver spare parts . 67 6.17 TOL process: Deliver the tools, support equipment and information system . 72 Bibliography . 75 SIST EN 17007:2018
EN 17007:2017 (E) 3 European foreword This document (EN 17007:2017) has been prepared by Technical Committee CEN/TC 319 “Maintenance”, the secretariat of which is held by UNI. This European Standard shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by April 2018 and conflicting national standards shall be withdrawn at the latest by April 2018. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN [and/or CENELEC] shall not be held responsible for identifying any or all such patent rights. According to the CEN-CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom. SIST EN 17007:2018
EN 17007:2017 (E) 4 Introduction According to EN ISO 9001, maintenance is a process since it consists of organized, coordinated tasks using resources and performed by various stakeholders to obtain a given result. Terminology standard EN 13306 defines it as the “combination of all technical, administrative and managerial actions during the life cycle of an item intended to retain it in, or restore it to, a state in which it can perform the required function.” It seemed appropriate to formalize the maintenance process through a breakdown into processes that provides the following advantages: — it makes it possible to clearly indicate the activities to be carried out with a relevant level of detail; — it indicates the inputs/outputs of each sub-process and defines all the links that join them together and allow the realization of the overall process; — it provides the ability to define indicators for measuring the realization of each process and monitoring its effectiveness. The aim of this document is to allow an understanding of the actions and interactions between maintenance processes. It provides maintenance managers with a management tool by giving them a way to compare their organization to the generic representation described and to detect insufficient actions, unassigned responsibilities and/or poorly established links. It gives information to define indicators, dedicated to specific processes, allowing the creation of scorecards that are appropriate for monitoring activities and measuring performance. SIST EN 17007:2018
EN 17007:2017 (E) 5 1 Scope 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-relationships1) 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. 2 Normative references The following documents, in whole or in part, are normatively referenced in this document and are indispensable for its application. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. EN 13306, Maintenance - Maintenance terminology 3 Terms and definitions For the purposes of this document, the terms and definitions given in EN 13306 as well as the following terms and definitions apply. 3.1 activity set of tasks organized within a process
1) Relationships between several elements or members of the same unit or group. SIST EN 17007:2018
EN 17007:2017 (E) 6 3.2 indicator measured characteristic (or a set of characteristics) of a phenomenon, according to a given formula, which assess the evolution Note 1 to entry: Indicators are related to objectives. [SOURCE: EN 15341:2007, 3.1] 3.3 exceptional maintenance preventive maintenance which is infrequent and has a significant impact in terms of total life cycle costs Note 1 to entry: Exceptional maintenance includes large maintenance actions that may be: — unavoidable and planned, thereby leading to the development of alternative strategies (e.g. life extension); — unexpected, as a result of design, manufacturing, installation, operation or maintenance errors or accidental situations (fire, flood, etc.). Note 2 to entry:
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
EN 17007:2017 (E) 7 3.6 maintenance record part of maintenance documentation which contains the history of all maintenance related data for an item Note 1 to entry:
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
EN 17007:2017 (E) 8 3.11 maintenance support equipment set of equipment needed to perform the maintenance tasks based on the recommended procedures Note 1 to entry:
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
EN 17007:2017 (E) 9 Table 1 — Abbreviations ACT Implement preventive and/or corrective actions on the item BUD Budget maintenance of items COR Restore the items in required state DOC Deliver the operational documentation DTA Manage data HSE Ensure personal health and safety to individuals and preserve environment in maintenance IMP Improve the items IST Provide the needed infrastructures MAN Manage maintenance (strategy and improvement, human resources, continuous improvement, compliance, etc.) MRQ Deliver maintenance requirements during items design and modification OPT Improve the results PRV Prevent undesirable events by avoiding failures and faults RES Provide internal human resources SER Provide external maintenance services SPP Deliver spare parts TOL Deliver the tools, support equipment and information system Table 2 — Notations (BPMN 2.0 notations)
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
EN 17007:2017 (E) 10 c) Support processes These are essential to the functioning of the other processes (realization processes, other support processes, management process) as they provide them with the necessary resources. They include activities related to: — human resources; — financial resources; — material resources and their maintenance (premises, equipment, software, etc.); — information processing. 5.2 Breakdown into levels Level 1 of the breakdown is an overall mapping that identifies the processes and classifies them into each of the families based on the diagram shown in Figure 1.
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
EN 17007:2017 (E) 11
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
EN 17007:2017 (E) 12 — regardless of the level of the process, the stakeholders are: the person who requested the process, the process manager, the customer, the beneficiary of the process and input data suppliers. These stakeholders are relative to the company's organization and can therefore not be generic. As a result, information about them is not provided in this standard and it is up to each company to do so. This makes it possible to clearly identify the stakeholders' responsibilities, detect any insufficiencies and assign tasks to each stakeholder, identify customers, objectives and suppliers; — the interfaces with the other processes summarize all the related processes. These can be data or product suppliers or customers of the output data or products; — the constraints related to realization of the process are a way to specify certain requirements or situations. They shall be taken into account by the process; — Elements to define indicators related to the process. Each company shall define its own indicators, first to assess the effectiveness of its processes and attainment of the targets assigned to them, and secondly to monitor the realization of the actions taken to ensure their progress and adherence to timeframes. The proposed elements serve to define relevant indicators. 5.3 Use of the Maintenance process breakdown The representation of the maintenance process, established according to the aforementioned principles, is provided in Clause 5. It is generic, which means that it is not based on any particular organization and draws on best practices generally implemented in the maintenance sector. It is then up to each company to use this breakdown to build or update its organization. This can be achieved by identifying, within its own organization, the structural entities that realize the various processes defined. It is then necessary to ensure that: — each process exists and is managed; — each process is unique; — the inputs/outputs are clearly defined (products, data, timeframes, etc.); — the suppliers and customers of the inputs/outputs are clearly designated by name; — the responsible persons for the processes (process owners) has been defined; — the indicators are regularly analysed and published in order to monitor the progress of the actions and measure the effectiveness of the processes and their ability to achieve the assigned objectives. This task offers many advantages: — the result obtained provides a basis for understanding how the company's maintenance process is performed and improves the confidence of the customer into the ability of the maintenance provider; — each entity of the organization clearly sees its position in relation to the others and the importance of its actions within the maintenance process. Each person's work is more easily recognized thanks to a greater ability to communicate the results obtained; — responsibilities are defined without overlaps or ambiguities and objectives are established and quantified; — the responsible persons have a better understanding of the objectives, which improves synergy and teamwork; SIST EN 17007:2018
EN 17007:2017 (E) 13 — management of the processes is significantly easier. Management shall have the means to detect malfunctions, measure non-conformities and any deviations from the objectives and take appropriate measures to correct or update the processes in question (e.g. it provides framework for assessment and benchmarking); — formalization of the processes is a tool for training the various job profiles and developing the company's knowledge and facilitates changes through a better understanding of their consequences; — formalizing the sequencing of actions and using indicators to detect deviations helps to ensure the continuous improvement of the maintenance process. — provides a framework for systematic Information System support. It should be noted that each company shall adapt the various processes according to its field of activity and economic, geographic, political, cultural and other contexts. 6 Breakdown of the maintenance process and process profiles 6.1 Maintenance process
Figure 3 — Maintenance process (level 1 of the mapping) SIST EN 17007:2018
EN 17007:2017 (E) 14 The maintenance process consists of the following processes: a) the management process: — MAN: Manage maintenance (strategy and improvement, human resources, continuous improvement, compliance, etc.); b) the realization processes: — PRV: Prevent undesirable events by avoiding failures and faults; — COR: Restore the items in required state; — ACT: implement preventive and/or corrective actions on the item. — IMP: Improve the items; c) the support processes: HSE: Ensure personal health and safety to individuals and preserve environment in maintenance; BUD: Budget maintenance of items; DOC: Deliver the operational documentation; DTA: Manage data; IST: Provide the needed infrastructures; MRQ: Deliver maintenance requirements during items design and modification; OPT: Improve the results; RES: Provide internal human resources; SER: Provide external maintenance services; SPP: Deliver spare parts; TOL: Deliver the tools, support equipment and information system. Each of these processes is broken down at level 2 in the following figures. Elements (variables, quantities, characteristics, etc.) to define indicators are provided for each process. Each organization can adapt them to its own requirements. SIST EN 17007:2018
EN 17007:2017 (E) 15 6.2 MAN process: Manage maintenance
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
EN 17007:2017 (E) 16 — MAN.4 – Prepare and negotiate the budgets Economic plans (Budgets) are approved and adjusted by Management based on the budgeting process (BUD). — MAN.5 – Oversee the actions All the actions included in the maintenance process are coor
...
SLOVENSKI STANDARD
oSIST prEN 17007:2016
01-julij-2016
Proces vzdrževanja in s tem povezanih kazalnikov
Maintenance process and associated indicators
Instandhaltungsprozess
Processus de maintenance et indicateurs associés
Ta slovenski standard je istoveten z: prEN 17007
ICS:
03.080.10 Vzdrževalne storitve. Maintenance services.
Upravljanje objektov Facilities management
oSIST prEN 17007:2016 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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oSIST prEN 17007:2016
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oSIST prEN 17007:2016
DRAFT
EUROPEAN STANDARD
prEN 17007
NORME EUROPÉENNE
EUROPÄISCHE NORM
June 2016
ICS 03.080.10
English Version
Maintenance process and associated indicators
Processus de maintenance Instandhaltungsprozess
This draft European Standard is submitted to CEN members for enquiry. It has been drawn up by the Technical Committee
CEN/TC 319.
If this draft becomes a European Standard, CEN members are bound to comply with the CEN/CENELEC Internal Regulations
which stipulate the conditions for giving this European Standard the status of a national standard without any alteration.
This draft European Standard was established by CEN in three official versions (English, French, German). A version in any other
language made by translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC
Management Centre has the same status as the official versions.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania,
Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and
United Kingdom.
Recipients of this draft are invited to submit, with their comments, notification of any relevant patent rights of which they are
aware and to provide supporting documentation.
Warning : This document is not a European Standard. It is distributed for review and comments. It is subject to change without
notice and shall not be referred to as a European Standard.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels
© 2016 CEN All rights of exploitation in any form and by any means reserved Ref. No. prEN 17007:2016 E
worldwide for CEN national Members.
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oSIST prEN 17007:2016
prEN 17007:2016 (E)
Contents Page
European foreword . 3
1 Scope . 4
2 Normative references . 4
3 Terms and definitions . 4
4 Principles of maintenance process breakdown . 7
4.1 Process families . 7
4.2 Breakdown into levels . 8
4.3 Use of the Maintenance process breakdown . 10
5 Breakdown of the maintenance process and process profiles . 11
5.1 Maintenance process . 11
5.2 MAN process: Manage maintenance . 12
5.3 PRV process: Prevent undesirable events . 16
5.3.1 General . 16
5.3.2 PRV.1 – Characterize the undesirable events . 16
5.3.3 PRV.2 – Use and update the Maintenance Plans . 17
5.4 ACT process: Act on the items to maintain. 19
5.4.1 General . 19
5.4.2 ACT.1 – Rank the events . 20
5.4.3 ACT.2 – Prepare for the maintenance tasks . 20
5.4.4 ACT.3 – Organize the tasks . 21
5.4.5 ACT.4 – Schedule the tasks . 22
5.4.6 ACT.5 – Start the scheduled tasks . 23
5.4.7 ACT.6 – Perform the maintenance tasks . 24
5.4.8 ACT.7 – Finalise the maintenance tasks . 25
5.5 COR process: Restore the items to their required state . 26
5.5.1 General . 26
5.5.2 COR.1 – Diagnose the state of the items in question . 27
5.6 IMP process: Improve the items . 28
5.7 HSE process: Ensure personal health and safety to individuals and preserve
environment in maintenance . 31
5.8 BUD process: Budget maintenance of items . 33
5.9 DOC process: Deliver the operational documentation . 35
5.10 DTA process: Manage data . 37
5.11 ENG process: Deliver maintenance requirements during items design and
modification . 40
5.12 OPT process: Improve the results . 43
5.13 TOL process: Deliver the tools, support equipment and information system . 46
5.14 SPP process: Deliver spare parts . 48
5.15 RES process: Provide internal human resources . 52
5.16 SER process: Provide maintenance services . 54
5.17 STR process: Provide the needed infrastructures. 56
Bibliography . 58
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European foreword
This document (prEN 17007:2016) has been prepared by Technical Committee CEN/TC 319
“Maintenance”, the secretariat of which is held by UNI.
This document is currently submitted to the CEN Enquiry.
According to EN ISO 9001, maintenance is a process since it consists of organized, coordinated tasks
using resources and performed by various stakeholders to obtain a given result. Terminology standard
EN 13306 defines it as the “combination of all technical, administrative and managerial actions during
the life cycle of an item intended to retain it in, or restore it to, a state in which it can perform the
required function.”
It seemed appropriate to formalize the maintenance process through a breakdown into processes that
provides the following advantages:
— it makes it possible to clearly indicate the activities to be carried out with a relevant level of detail;
— it indicates the inputs/outputs of each sub-process and defines all the links that join them together
and allow the realization of the overall process;
— it provides the ability to define indicators for measuring the realization of each process and
monitoring its effectiveness.
The aim of this document is to allow an understanding of the actions and interactions between processes.
It provides maintenance managers with a management tool by giving them a way to compare their
organization to the generic representation described and to detect insufficient actions, unassigned
responsibilities and/or poorly established links. It gives information to define indicators, dedicated to
specific processes, allowing the creation of scorecards that are appropriate for monitoring activities and
measuring performance.
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1 Scope
This European Standard provides a generic description of the maintenance process. It applies to all
maintenance systems and all organisations. Therefore, it has been established without a particular
organization in mind and does not aim to propose one.
1
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:
— the necessary inputs and their origin;
— 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 description should be adapted based on the type of organization chosen to perform the
maintenance, the complexity of the systems maintained and the scope of the external contracted
services.
This standard does not cover software maintenance itself, but applies to items containing software.
2 Normative references
The following documents, in whole or in part, are normatively referenced in this document and are
indispensable for its application. For dated references, only the edition cited applies. For undated
references, the latest edition of the referenced document (including any amendments) applies.
EN 13306:2010, Maintenance - Maintenance terminology
3 Terms and definitions
For the purposes of this document, the terms and definitions given in EN 13306 as well as the following
terms and definitions apply.
3.1
activity
set of tasks organised within a process
3.2
indicator
measured characteristic (or a set of characteristics) of a phenomenon, according to a given formula,
which assess the evolution
[SOURCE: EN 15341:2007, 3.1]
Note 1 to entry: Indicators are related to objectives
1
Relationships between several elements or members of the same unit or group.
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3.3
exceptional maintenance
preventive maintenance which is infrequent and has a significant impact in terms of total life cycle costs
[SOURCE: prEN 13306:2015]
Note 1 to entry: exceptional maintenance includes large maintenance actions that may be:
unavoidable and planned, thereby leading to the development of alternative strategies (e.g. life extension)
unexpected, as a result of design, manufacturing, installation, operation or maintenance errors or accidental
situations (fire, flood, etc.)
Note 2 to entry: the cost of exceptional maintenance is generally accounted as capital investment
Note 3 to entry: exceptional maintenance is sometimes called replacement investments.
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 including:
— work order;
— technical instructions;
— list of necessary resources;
— plans;
— schedule;
— any other document needed to perform the operation
3.6
maintenance history
part of maintenance documentation which contains the history of all maintenance related data for an
item
[SOURCE: prEN 13306:2015, 10.5]
Note 1 to entry: The history may contain records of all failures, faults, costs, item availability, up time and any
other relevant data.
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: prEN 13306:2015, 2.5]
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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
[SOURCE: EN 60300-3-14:2004, 3.1.12]
Note 1 to entry: (except EN 60300–3-14) 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;
— insourced and/or outsourced maintenance.
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 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
[SOURCE: prEN 13306:2015, 2.4]
Note 1 to entry: Examples could be outsourcing of maintenance, allocation of resources, etc.
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3.11
maintenance support equipment
set of equipment needed to perform the maintenance tasks based on the recommended procedures
Note 1 to entry: These resources include:
— 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 which transforms inputs into outputs
[SOURCE: EN ISO 9000]
3.13
spare part
item intended to replace a corresponding item in order to retain or maintain the original required
function of the item
[SOURCE: prEN 13306:2015, 3.5]
Note 1 to entry: The original item may be subsequently repaired.
4 Principles of maintenance process breakdown
4.1 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 need
expressed by the customer is satisfied. They encompass all activities related to the realization cycle
of the product or service.
c) Support processes
These are essential to the functioning of the other processes (realization processes, other support
processes, management process) as they provide them with the necessary resources.
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They include activities related to:
— human resources;
— financial resources;
— material resources and their maintenance (premises, equipment, software, etc.);
— information processing.
4.2 Breakdown into levels
Level 1 of the breakdown is an overall mapping that identifies the processes and classifies them into each
of the families based on the diagram shown in Figure 1.
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).
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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;
— regardless of the level of the process, the stakeholders are: the person who requested the process,
the process manager, the customer, the beneficiary of the process and input data suppliers. These
stakeholders are relative to the company's organization and can therefore not be generic. As a
result, information about them is not provided in this standard and it is up to each company to do so.
This makes it possible to clearly identify the players' responsibilities, detect any insufficiencies and
assign each stakeholder's tasks, customers, objectives and suppliers;
— the interfaces with the other processes summarize all the related processes. These can be data or
product suppliers or customers of the output data or products;
— the constraints related to realization of the process are a way to specify certain requirements or
situations. They shall be taken into account by the process;
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— the potential related indicators are used either to measure the performance of the process, which
makes it possible to assess its effectiveness and attainment of the targets assigned to it, or to
monitor the realization of the actions taken to ensure their progress and adherence to timeframes.
4.3 Use of the Maintenance process breakdown
The representation of the maintenance process, established according to the aforementioned principles,
is provided in Clauses 5 and 6. It is generic, which means that it is not based on any particular
organization and draws on best practices generally implemented in the maintenance sector. It is then up
to each company to use this breakdown to build or update its organization.
This can be achieved by identifying, within its own organization, the structural entities that realize the
various processes defined. It is then necessary to ensure that:
— each process exists and is managed,
— each process is unique,
— the inputs/outputs are clearly defined (products, data, timeframes, etc.),
— the suppliers and customers of the inputs/outputs are clearly designated by name,
— the responsible persons for the processes (process owners) has been defined,
— the indicators are regularly analysed and published in order to monitor the progress of the actions
and measure the effectiveness of the processes and their ability to achieve the assigned objectives.
This task offers many advantages:
— the result obtained provides a basis for understanding how the company's maintenance process is
performed and improves the confidence of the customer into the ability of the maintenance
provider;
— each entity of the organization clearly sees its position in relation to the others and the importance
of its actions within the maintenance process. Each person's work is more easily recognized thanks
to a greater ability to communicate the results obtained;
— responsibilities are defined without overlaps or ambiguities and objectives are established and
quantified;
— the players have a better understanding of the objectives, which improves synergy and teamwork;
— management of the processes is significantly easier. Management shall have the means to detect
malfunctions, measure non-conformities and any deviations from the objectives and take
appropriate measures to correct or update the processes in question (e.g. it provides framework for
assessment and benchmarking);
— formalization of the processes is a tool for training the various job profiles and developing the
company's knowledge and facilitates changes through a better understanding of their consequences;
— Formalizing the sequencing of actions and using indicators to detect deviations helps to ensure the
continuous improvement of the maintenance process.
— Provides a framework for systematic Information System support.
It should be noted that each company shall adapt the various processes according to its field of activity
and economic, geographic, political, cultural and other contexts.
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5 Breakdown of the maintenance process and process profiles
5.1 Maintenance process
Figure 3 — Maintenance process (level 1 of the mapping)
The maintenance process consists of the following processes:
a) the management process:
— MAN: Manage maintenance (strategy and improvement, human resources, continuous
improvement, compliance, etc.);
b) the realization processes:
— PRV: Prevent undesirable events;
— COR: Restore the items in required state;
— IMP: Improve the items;
c) the support processes:
— HSE: Ensure personal health and safety to individuals and preserve environment in
maintenance;
— BUD: Budget maintenance of items;
— DOC: Deliver the operational documentation;
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— DTA: Manage data;
— ENG: Deliver maintenance requirements during items design and modification;
— OPT: Improve the results;
— TOL: Deliver the tools, support equipment and information system;
— SPP: Deliver spare parts;
— RES: Provide internal human resources;
— SER: Provide maintenance services;
— IST: Provide the needed infrastructures.
Each of these processes is broken down at level 2 in the following figures.
Elements (variables, quantities, characteristics, etc.) to define indicators are provided for each process.
Each organization can adapt them to its own requirements.
5.2 MAN process: Manage maintenance
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.
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— 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.
— MAN.4 – Prepare and negotiate the budgets
Economic plans (Budgets) are approved and adjusted by Management based on the budgeting process
(BUD).
— MAN.5 – Oversee the actions
All the actions included in the maintenance process are coordinated, supervised and, if applicable,
decided on by Management in order to achieve the goals and objectives defined in terms of safety,
availability, costs, environment, quality, etc.
— MAN.6 – Define, select, analyse and communicate the information
The technical, organisational, economic and social information that shall be communicated internally
and/or externally is defined, selected, analysed and made available to the relevant entities.
— MAN.7 – Define policy and strategy areas of improvement
All information (technical, organisational, economic and social) is analysed in order to continuously
adjust and improve the maintenance policy and strategy.
Input data/products Output data/products
— the company's missions, values, general — company's maintenance policy, strategy,
objectives, rules, knowledge about asset operational objectives, directions, choices,
portfolio, asset systems, assets, operating improvements
profiles, operating constraints and conditions
— internal and external activities to be carried
— laws, decrees, codes, regulations and standards out, organization, job profiles, responsibilities
external to the company
— maintenance budgets
— external constraints (user of the item, owner,
— information obtained from the process for the
etc.)
purpose of other processes, scorecard, best
— Initial Preventive Maintenance Plans (ENG.9) practices
— documentation
...
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