# Work order: what should it include?

> What a work order is, what it should include, how it sits between the quote and the invoice, with a worked electrician example from Gatineau and common gaps.

Updated on October 15, 2026 · https://app.pilotiko.com/en/glossary/work-order

A work order is a document that sets out how a job is to be carried out: what to do, where, with which tools and by when. In a service business, it links the quote the customer accepted, the technician who was dispatched and the final invoice, and it records the hours and materials actually used.

## In short
- Quebec's terminology bank lists work order and work ticket as equivalents of bon de travail.
- It records actual hours, materials and any work added on site.
- It's your best evidence when a price change has to be justified.
- Link it to the customer file so the job history stays findable.

## How is a work order defined?

Quebec's Grand dictionnaire terminologique defines the bon de travail, or work order, as a document stating how a job is to be performed. Beyond a general description, it can list the tools required, the expected time or the completion date [1].

The Office québécois de la langue française also calls it a fiche de travail, and says it covers the work to perform, the right machine, the tools, the hours worked and any other detail needed to do the job; it even offers a downloadable template [2].

## Where does a work order fit between the quote and the invoice?

| Document | When | Who it's for | Key content |
|---|---|---|---|
| Quote | Before the customer agrees | The customer | Planned work and proposed price |
| Work order | While the job is done | Technician and office | Tasks, address, tools, actual hours, materials |
| Invoice | After the job | Customer and bookkeeping | Amount owing, taxes, payment terms |

The work order turns the promise in the quote into billable hours and parts.

## What belongs on a useful work order?

- A unique number, the date, the customer's name and the exact job address.
- The scope of work, copied from the accepted [quote](https://app.pilotiko.com/en/glossary/quote).
- The technician assigned at [dispatch](https://app.pilotiko.com/en/glossary/dispatch) and the planned time window.
- Tools or equipment needed, such as a lift, a detector or special parts.
- Actual arrival and departure times, materials used and any work the customer added.
- The customer's signature or written sign-off at the end of the visit.

## What does a costed work order look like?

**Example: a Gatineau electrician who adds an outdoor outlet**

The quote covered a panel replacement. On site, the homeowner also asks for an outdoor outlet. Amounts are hypothetical and before tax.

- Work in the original quote : $1,650
- Actual hours on the order (2 electricians × 4.5 h) : 9 h
- Added labour at the customer's request (1.5 h × $95) : $142.50
- Added materials (outlet, box, cable) : $68
- Extra amount backed by the work order : $210.50
- **= An invoice of $1,860.50 before tax, with $210.50 supported line by line by a signed work order.**

## How does a work order protect the business?

Éducaloi, Quebec's public legal-information organization, explains that a provider who gave an estimate can't raise the price for just any reason. An increase must be justified and is only possible if the customer asks for more work, or if unforeseeable work or expenses arise, and the customer must be told promptly [3].

A work order showing the added request, the time and the customer's approval is exactly that justification. Without it, you are left with your word against theirs.

## What gets left off most often?

- Writing planned hours instead of actual hours, so billed [revenue](https://app.pilotiko.com/en/glossary/revenue) no longer matches the work.
- Agreeing to extra work verbally without recording or approving it.
- Leaving paper orders in the truck for weeks, which delays invoicing.
- Not attaching the order to the customer record in your [CRM](https://app.pilotiko.com/en/glossary/crm), so service history is lost.
- Using only English terms on forms for French-speaking customers, when bon de travail is the preferred French term.

## Does Pilotiko produce work orders?

Pilotiko does not currently offer a work-order module. What it does upstream is online booking on real open slots and an assignment proposal based on calendars and workload. Internal reports on bookings and revenue appear on your [dashboard](https://app.pilotiko.com/en/glossary/dashboard).

## Frequently asked questions

### Is a work order legally required?

It isn't a document every business must produce, but it is the simplest way to prove what was done, when and at whose request. Regulated trades should check what their licensing body expects.

### What's the difference between a work order and a purchase order?

A purchase order is used to buy goods or services from a supplier. A work order describes a job to be performed, usually by your own crew.

### Should the customer sign the work order?

It isn't always required, but a signature or written approval at the end of the visit sharply reduces disputes. It matters most when work was added on site.

### What is a work order called in Quebec French?

The preferred term is bon de travail. Fiche de travail is also used and is listed as a synonym by the Office québécois de la langue française.

### How long should I keep work orders?

It's sensible to keep them with the invoices they support. They serve as evidence in a dispute or warranty claim, and they often contain personal information that needs protecting.

## Sources

1. Office québécois de la langue française (Vitrine linguistique), « bon de travail (GDT) », https://vitrinelinguistique.oqlf.gouv.qc.ca/fiche-gdt/fiche/8354405/bon-de-travail (accessed on 2026-10-15)
2. Office québécois de la langue française (Vitrine linguistique), « Présentation du bon de travail (BDL) », https://vitrinelinguistique.oqlf.gouv.qc.ca/25124/la-redaction-et-la-communication/redaction-administrative-et-commerciale/formulaires-administratifs-et-commerciaux/presentation-du-bon-de-travail (accessed on 2026-10-15)
3. Éducaloi, « Les estimations, estimés et soumissions », https://educaloi.qc.ca/capsules/lestimation-et-soumissions/ (accessed on 2026-10-15)