The Key to Efficient Maintenance: Why Complete Work Requests Matter in Oil & Gas Refineries
Introduction
In oil and gas refineries, maintenance teams play a crucial role in keeping equipment running safely and efficiently. However, their success heavily depends on one key factor: the quality of Work Requests submitted by operations personnel.
A Work Request is the first step in the maintenance process. It serves as a formal way for operations to notify maintenance about equipment issues, potential failures, or required corrective actions. When a Work Request is complete, detailed, and accurate, it allows maintenance teams to prioritize, plan, schedule, and execute work efficiently. On the other hand, incomplete or vague Work Requests can lead to delays, wasted resources, and even safety risks.
This article explores why complete Work Requests matter, best practices for writing them, common mistakes to avoid, and real-world examples of good and bad Work Requests. If you're involved in maintenance or operations in an oil and gas refinery, this guide will help you improve your Work Request process and ensure that maintenance work is completed effectively.
Why Are Complete Work Requests So Important?
A Work Request might seem like a simple formality, but in reality, it sets the tone for the entire maintenance process. The better the Work Request, the smoother and faster the maintenance team can respond.
Work Requests Help Maintenance Teams Prioritize Repairs
In a refinery, not all equipment issues are created equal. Some problems need immediate attention, while others can be scheduled for later. Maintenance teams rely on Work Requests to understand:
Which issues are critical? (e.g., a leaking high-pressure pump that could cause a shutdown)
Which can wait? (e.g., minor wear on a pipe insulation that doesn’t impact operations)
If a Work Request doesn't provide enough details, maintenance may not recognize the urgency of an issue, potentially leading to costly delays.
Better Work Requests Improve Planning and Scheduling
Before maintenance can fix a problem, they need to:
Gather the right tools
Ensure spare parts are available
Schedule the right personnel
Plan safety precautions
A well-written Work Request allows planners to prepare properly, preventing unnecessary trips, missing parts, or delays due to unavailable labor.
Safety and Compliance Depend on Clear Work Requests
Refineries operate in high-risk environments with flammable materials, high pressures, and hazardous chemicals. A Work Request that fails to mention safety concerns could put workers in danger.
For example:
If maintenance doesn’t know a piece of equipment is in a confined space, they may not acquire the proper permits.
If an operator forgets to mention a potential gas leak, workers might not know to wear the required PPE or bring gas detectors.
By providing clear safety information upfront, operations ensure that maintenance teams can do their jobs safely and in compliance with regulations.
Best Practices for Writing a Work Request
To make sure Work Requests are useful, refinery teams should follow these best practices:
Provide Essential Information
Every Work Request should include:
Who is submitting the request?
Name, job title, contact information
Department or unit responsible
What equipment is affected?
Equipment ID or asset tag
Functional Location (FLOC)
Description of the equipment
What is the problem?
Symptoms (e.g., vibration, leaks, temperature fluctuations)
Any warning signs before failure
When the issue started
What is the impact on operations?
Will this cause a shutdown if not fixed?
Is it affecting production output or efficiency?
Is it a safety or environmental concern?
What are the safety considerations?
Any known hazards (e.g., high pressure, flammable gas, confined space)
PPE requirements
Permit requirements (Hot Work, Line Break, etc.)
Are there required tools or parts?
If known, suggest spare parts or special tools
Any recent repairs or inspections related to this issue
Attachments
Photos, vibration analysis reports, operator logs
Previous maintenance history
Work Requests Should NOT Be Used to Build a "Wish List"
It’s important to remember that Work Requests should be for necessary, feasible work. Operations should not use Work Requests to request non-essential modifications or improvements.
For example:
✅ Valid Work Request: "Compressor P-67890 is overheating and causing reduced production. This needs to be investigated and repaired to avoid a shutdown."
❌ Invalid Work Request: "We’d like a bigger air compressor because we think it would improve production, even though this one still works fine."
Additionally, If an improvement or modification is required, it should go through the Management of Change (MOC) process, not the Work Request system.
The Person Submitting the Work Request Should Own the MOC Process (if Needed)
If the Work Request involves changes beyond replacement-in-kind (e.g., upgrading equipment, modifying piping, altering control logic), then an MOC must be initiated.
Industry best practice is that the person submitting the Work Request should also take responsibility for driving the MOC process. This ensures that:
The requestor is involved in the approval process.
All necessary engineering, safety, and compliance reviews are completed before maintenance begins.
Examples of Good and Bad Work Requests
To illustrate the difference, here are two Work Requests for the same problem:
Good Work Request Example (Well-Detailed and Useful)
Date: January 5, 2025
Originator Name: Jane Doe
Originator Job Title: Operations Supervisor
Originator Phone Number: (307) 555-1234
Originator Email Address: solutions@fidelis-assoc.com
Equipment or Asset ID: P-67890
Functional Location (FLOC): Area 5 - Pump Station
Entry Point(s): Use Gage 4 for direct access to Area 5 Pump Station.
Safety Restrictions: Restricted area due to high-pressure systems; only authorized personnel with proper PPE may enter.
Permit Requirements: Confined Space Entry Permit (if accessing pump enclosure); Hot Work Permit (if cutting or welding is needed).
Priority: High
Requested Completion Date: January 7, 2025
Detailed Problem Description Including Symptoms & Operational Impact: Excessive vibration detected in Pump P-12345 during routine inspection. The pump is responsible for feeding high-pressure water to the boiler system, which is critical to refinery operations. If unresolved, this issue could result in equipment failure and operational downtime.
Known Safety Concerns or Potential Hazards: Potential for high-pressure leaks.
PPE Requirements: face shield, gloves, and flame-resistant clothing.
Required Tools, Parts, and/or Materials: Vibration Analyzer, Torque Wrench, Replacement Bearings (Part #B12345)
Attachments: "Attached vibration analysis report and photos."
Bad Work Request Example (Lacking Important Information)
Date: 2025
Originator Name: Jane
Originator Job Title: Operations
Originator Phone Number: Plz email.
Originator Email Address: solutions@fidelis-assoc.com
Equipment or Asset ID: Pump on west side.
Functional Location (FLOC): Completing for Kyle, he didn't say.
Entry Point(s): Unk
Safety Restrictions: Not sure, Kyle might know.
Permit Requirements: TBD
Priority: ASAP
Requested Completion Date: ASAP
Detailed Problem Description Including Symptoms & Operational Impact: Pump not pumping.
Known Safety Concerns or Potential Hazards: It's just a pump.
PPE Requirements: Maybe safety glasses.
Required Tools, Parts, and/or Materials: ???
Why is the bad example ineffective?
No clear equipment identification.
No description of when the issue started or how it affects operations.
No safety considerations.
No supporting documentation (e.g., photos, logs).
A vague Work Request like this leads to delays, wasted time, and potential safety hazards.
The Consequences of Incomplete Work Requests
If Work Requests lack detail, it can cause:
Delays in Work Execution – Maintenance spends extra time investigating the issue instead of fixing it.
Incorrect Prioritization – Critical repairs may be overlooked while non-urgent issues take priority.
Safety Risks – Missing hazard details can lead to accidents and injuries.
Regulatory and Compliance Issues – If a required repair is delayed, the refinery could fail inspections or violate safety standards.
Conclusion
A clear, detailed Work Request is the key to efficient, safe, and effective maintenance in an oil and gas refinery. Operations teams must ensure Work Requests contain all necessary information, so maintenance teams can prioritize, plan, and execute work without delays or safety risks.
By following best practices—providing accurate details, avoiding unnecessary requests, and initiating MOC processes when needed—operations and maintenance teams can work together to keep refinery equipment running at peak performance.
A little extra effort upfront in writing better Work Requests can lead to big improvements in maintenance efficiency, safety, and plant reliability.
If you'd like a copy of our Work Request Requirements Checklist, contact Fidelis Associates at solutions@fidelis-assoc.com. If your team is looking to improve your Work Request process or enhance overall maintenance efficiency, we’re here to help. Our experts can assess your current practices, identify gaps, and implement proven strategies to streamline your maintenance operations. Reach out today—we’d love to partner with you in driving reliability, safety, and performance improvements at your facility.
About the Author
Tim Weber is Vice President of Business Development & Project Management at Fidelis Associates, a professional services firm serving clients in the oil & gas industry. With over two decades of leadership experience in operations, lending, and consulting, Tim brings a strategic mindset and deep curiosity to the evolving intersection of industrial operations and emerging technologies. He is passionate about helping refineries and process plants adopt practical AI/ML solutions that drive efficiency, reduce risk, and create measurable value.
