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September 10, 2025Open Access

Managing Work Order/Snagging Report (WO/SR) using FMEA (Failure Mode and Effect Analysis): A Case Study of the Hospitality Department in the Middle East

Key Points

Results indicate 20 possible causes of work order issues, emphasizing a systematic approach to problem-solving.
Risk priority number rankings identified workforce and planning as critical areas needing immediate attention.
Observational analysis using questionnaires revealed insights from managers, supervisors, and engineers in the hospitality sector.
Implications highlight the necessity for cross-department collaboration to enhance implementation efforts and operational quality.

Abstract

The Department of Hospitality provides support services to a major health care provider in the Middle East. This department has experienced a problem of the high number of work orders/snagging reports that resulted in four warning letters regarding the decrease in landscape maintenance quality. To deal with this business issue, the aims of this study include identifying possible causes of the problem, proposing solutions, and outlining an implementation plan for the short-, medium-, and long-term. A conceptual framework of gap analysis using FMEA (Failure Mode and Effect Analysis) is proposed to manage work orders/snagging reports. A questionnaire was developed based on FMEA to measure the degree of severity, occurrence, and detection. Data collection was conducted through questionnaires administered to 12 respondents, consisting of five managers, two supervisors, and five engineers. Results show that, based on a root cause analysis using a Fishbone diagram, there were 20 possible causes of the problem. Based on the RPN (risk priority number), the order or priority of these possible causes as follows: (1) Environment (2 possible causes), (2) Machinery (3 possible causes), (3) Materials (3 possible causes), (4) Planning (4 possible causes), (5) Workforce (4 possible causes), and (6) Method/Process (4 possible causes). Proposed recommendations include: prioritizing high-impact areas by immediately focus on addressing the highest-ranking issues, which are environmental adaptations, systematic application through ensuring a systematic application of all proposed solutions across relevant operational areas, fostering a cross-functional collaboration among operations, procurement, human resources; planning departments to ensure integrated and effective implementation, and phased strategy into short-, medium-, and long-term implementation, and continuous performance monitoring.

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