## 5 Results
### Phase I: Preliminary Analysis  
Context Description  
The empirical field is a Brazilian institution for R&D located in the city of Rio de Janeiro. This institution is the largest engineering education and research center in Latin America, consisting of 13 graduate programs in engineering, 131 laboratories, 346 professors, and 457 employees. The DBM is a specialized sector in the organizational structure responsible for maintaining acceptable use conditions in the territories of the R&D organization. For this, the work carried out in the DBM comprises six groups: electrical, plumbing, HVAC, civil works, metal works, and carpentry/furniture. The DBM has never undergone any type of sizing to verify the number of workers needed to carry out the maintenance tasks. Currently, the department has twenty-six professionals, being one maintenance supervisor (one civil engineer), one assistant, and twenty-four technicians. Teams are multidisciplinary and perform maintenance in all the R&D territories.  
The overall process of building maintenance comprises three great stages: maintenance request, request analysis, and maintenance execution. This study comprises a part of broader research in the building maintenance domain. Particularly, this article focuses on the stage of WOs issuance specifically in requesting for maintenance in HVAC systems. This stage embraces the maintenance requests and the analysis of them. The stage of the maintenance execution has been not included in this article, which may be disclosed in upcoming studies.  
Broadly speaking, customers request maintenance using an IT system, namely CISI (_Centro de Integracao de Servicos de Informatica_), which is a web-based platform that aims at computerizing requests for building maintenance at R&D territories. To perform the maintenance, the maintenance supervisor should analyze the customers' requests and issue a WO. The issuance of WOs is carried out in the maintenance management office. Two professionals work in the office: a maintenance supervisor and one assistant. The maintenance supervisor is responsible for allocating the technical team, analyzing, issuing, closing, and filling WOs. It is noteworthy that, also, in these activities, the maintenance supervisor needs to escort the technicians in some maintenance tasks closely. The assistant is responsible for issuing WOs, controlling tools, controlling staff, and answering calls. Eventually, one electrician helps in the office in the absence of the other two employees.  
The process manager made available the existing flowchart illustrating the process of issuance of a WO. Figure 3 illustrates the process of issuance of a WO, as designed by the process manager. To trigger a request, the user fills the fields contained in the CISI screen. The screen shows three fields to fill, as follows:  
* Cost center: This is the administrative unit to which the requestor is attached;
* Place: This is the laboratory or classroom where the maintenance is located;* Description of the service: This is the field destined to the user so that it describes, with his words, the required maintenance.  
In complex socio-technical systems, the WAD is always different from WAI by those who write guidelines and procedures [62; 63]. Therefore, the researcher aimed to understand how the tasks are performed realistically. For this purpose, based on interviews and observations, the researcher engaged in producing an equivalent flowchart representing the WAD. Figure 4 shows the WOs issuance process in BPMN.