Maintenance management increasingly depends on effective information flow and coordination between internal teams and external service providers. This study investigates the use of Business Process Model and Notation (BPMN) to support the formalization of Computerized Maintenance Management System (CMMS) workflows and improve transparency, decision-making, and interorganizational coordination. A single case study was conducted in the maintenance department of an electricity distribution company characterized by tacit knowledge, informal communication practices, and limited process formalization. Existing corrective maintenance workflows were analyzed and modeled using BPMN to identify inefficiencies, decision points, and opportunities for improvement. The proposed BPMN models were aligned with CMMS operational states associated with anomaly management and work-order execution processes and supported by a procedural manual. Results obtained during a three-month observation period suggest reductions in training time, email communications, and dependence on individual decision-makers, together with increased use of CMMS workflow functionalities and improved process traceability. These findings provide preliminary evidence, derived from operational indicators within a single case study, that BPMN-supported process formalization may contribute to workflow standardization, operational clarity, and knowledge management in maintenance-intensive environments. Given the single-case design and limited observation period, the results should be interpreted as context-specific and not directly generalizable to the broader energy sector.
Mendes et al. (Tue,) studied this question.