Getting Started with Andon

WHAT THIS IS

• The Andon Maintenance Module is a communication and notification system that connects operators with maintenance personnel when problems occur during production.
• When an issue is reported, a maintenance Call is created. Calls move through a defined lifecycle from initiation to resolution, allowing teams to track progress and maintain a record of completed work.
• The module can also send notifications to designated personnel using email or SMS and supports escalation rules for unresolved issues.

WHY IT MATTERS

• Production issues often require quick attention from maintenance teams.
• The Andon Maintenance Module provides a structured way to report, manage, and resolve those issues while ensuring the right people are notified at the right time.
• It also helps organizations prioritize urgent problems, manage communication across teams, and maintain visibility into ongoing maintenance activities.

WHEN YOU WOULD USE THIS

• Use this when:
  • Operators need a way to report maintenance-related issues from the production floor.
  • Maintenance teams need visibility into active issues and their status.
  • Notifications should be sent automatically when issues are reported.
  • Escalation is required for issues that remain unresolved for an extended period.

HOW IT WORKS

• The Andon Maintenance Module is centered around a maintenance Call.
• A Call begins when an operator reports an issue and can include a description, urgency level, and a selected team or role to contact.
• Calls progress through three phases:
  • Initiated – The issue has been reported.
  • Taken – A team member has acknowledged and taken responsibility for the issue.
  • Resolved – The issue has been completed and archived.
• Notifications can be sent to Workers (SMS or email) based on their assigned Roles and availability. Organizations can also configure escalation patterns that notify additional personnel when Calls remain unresolved for a defined period of time.

KEY TERMS / COMPONENTS

• Call:
  • A maintenance notification that tracks an issue from reporting through resolution.
• Initiated:
  • The first phase of a Call where an operator reports a problem.
• Taken:
  • The phase where a Worker acknowledges and takes ownership of a Call.
• Resolved:
  • The final phase where the issue has been completed and archived.
• Worker:
  • A person who receives maintenance notifications.
• Role:
  • A designation assigned to Workers that identifies the team to notify and the escalation path to follow.
• Urgency:
  • A priority level assigned to a Call. Yellow indicates standard priority, while red indicates higher urgency.
• Escalation Pattern:
  • Rules that determine when additional notifications should be sent if a Call remains unresolved.
• Shift Schedule:
  • Availability settings that control which Workers receive notifications at specific times.

COMMON MISUNDERSTANDINGS

• A Call does not have to be associated with a production stop; it can be created whenever maintenance attention is required.
• Workers are not limited to maintenance personnel. Any team, including managers or specialized support groups, can receive notifications.
• Notifications are not limited to immediate alerts. Escalation rules can notify different teams as a Call progresses.

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