Field Work Order Quality Audit

Audit completed field service work orders for documentation completeness, photo evidence, charge accuracy, and resolution detail. Helps identify systemic gaps in field reporting, billing, and closeout quality.

Audit Scope and Work Order Identification

• Work order ID, date, technician, and customer/site are recorded
  Verify the work order can be uniquely identified and tied to the correct job, location, and field technician.
• Audit sample is complete and matches the intended review period
  Confirm the record is part of the correct audit sample and falls within the selected date range or queue.
• Work order type and service category are correctly classified
  Check whether the job type, service category, or trade classification matches the actual work performed.
• Audit reviewer notes
  Capture any scope limitations, exceptions, or context that may affect scoring.

Documentation Completeness

• Problem statement or customer request is clearly documented
  The original issue, complaint, or service request is described in enough detail to understand what was dispatched.
• Work performed is described with specific actions taken
  The record explains what the technician actually did, not just a generic closeout phrase.
• Parts, materials, and consumables are itemized where applicable
  Verify that any installed parts or used materials are listed with sufficient detail to support inventory and billing.
• Labor time, arrival, departure, or elapsed time is recorded
  Check that time entries are present and internally consistent with the service event.
• Customer authorization, approval, or signature is captured when required
  Confirm the work order includes evidence of approval for quoted, billable, or additional work when applicable.
• Missing documentation fields are identified
  List any absent fields, attachments, or closeout elements that prevent the work order from being audit-ready.

Photo Evidence and Attachment Quality

• Required before/after photos are attached
  Check whether the job includes the expected photo set for the service type or internal SOP.
• Photos clearly show the asset, defect, or completed repair
  Images should be legible, properly framed, and relevant to the work order outcome.
• Photo timestamps or attachment metadata support the service event
  Confirm the images appear to correspond to the correct job date and location when metadata is available.
• Attachments are sufficient to support billing or warranty review
  Verify the evidence package would allow a reviewer to validate the claim, invoice, or warranty disposition.
• Attachment deficiencies
  Document any missing, blurry, duplicate, or irrelevant photos and note the impact on audit quality.

Charge Accuracy and Billing Support

• Labor charges match recorded time and approved scope
  Verify billed labor aligns with the documented arrival/departure times, task duration, and authorized scope.
• Material and part charges match the items documented on the work order
  Confirm billed parts, materials, and quantities are supported by the closeout record and any inventory references.
• Trip fees, minimums, overtime, or special charges are justified
  Check whether any premium or exception charges are explained and authorized according to policy.
• Discounts, credits, or write-offs are documented with reason
  Ensure any non-standard billing adjustments include a clear business reason and approval trail when required.
• Charge discrepancies identified
  Record any overbilling, underbilling, duplicate charges, unsupported line items, or pricing exceptions.
• Estimated billing variance
  Estimate the dollar impact of any charge discrepancy identified during the audit.

Resolution Detail and Closeout Quality

• Resolution or root cause is clearly stated
  The closeout explains what was found and how the issue was resolved, not just that the job was completed.
• Follow-up actions, recommendations, or unresolved items are documented
  Verify any remaining work, preventive recommendations, or customer follow-up needs are captured.
• Closeout language is specific and professional
  Check for vague phrases such as 'fixed issue' without detail, and note whether the narrative supports future troubleshooting.
• Resolution detail deficiencies
  Describe any gaps in the final narrative, including missing cause, incomplete repair description, or unclear next steps.

Corrective Actions and Audit Sign-Off

• Overall audit result
  Select the final audit outcome based on the reviewed work order quality and any critical failures.
• Corrective actions assigned
  Document any retraining, billing correction, documentation fix, or process improvement required.
• Reviewer signature
  Capture the audit reviewer’s sign-off if required by internal policy.