ABMLQ PacMutual IFS Analysis and Implementation Plan by ABMLQ

All references are available through the ABMLQ product request list.  ABMLQ Product request: 1. Travel to the legacy Linc portal; https://portal.thelincgroup.co m 2. Click once on the Corporate forms tab 3. Under information management click once on “ABMLQ Product request” Reference documents:  AAR request form:

https://portalexternal.th elincgroup.com/c2/aar/A BM%20Assistance%20Re quest%20Form/Forms/Ac tive%20Requests.aspx 



Corrigo WON:

http://www.corrigo.com /ournetwork/the-workorder-network/ ourVOICE: https://portal.thelincgro up.com/sites/tlgcorp/inf ormationmanagement/ White%20board%202006 /Forms/DispForm.aspx?I D=863

PacMutual Integrated Facility Solutions Analysis and Implementation Version 2.1 August 2012 | c1153 ABM Learning and Quality

PacMutual IFS Analysis and Implementation

Background The idea of ABM being perceived in the market as a labor provider with numerous skill sets is simply fantastic. When asked to participate in the PacMutual project ABMLQ was excited. Our approach was fairly text book, conduct business process interviews on site with all of the site disciplines and services, flow chart the "as-is" process, generate suggested "to-be" state to be massaged by the Enterprise Solutions and site leadership teams. "As-is" and "To-be" This is not rocket science; the aforementioned three step process is straightforward. However, we have always transitioned the "as-is" over to the "to-be" within the same service entity. In this exercise we actually had to mash together four unique service lines. Once the "as-is" maps were completed ten common functions were established and all flow chart maps process blocks aligned. This provided us with a framework which would then allow all process steps to fall into a common pool thus shedding connections to the service line. Common functions: 1. Call management and dispatch 2. Collaboration 3. Contract management 4. Meetings 5. Relationship management 6. Scheduled activity 7. Subs and Vendors 8. Tenants and Building 9. Training 10. Un-scheduled activity Observations Overall communicating with issues, distribution of work activity, access to location information and visibility of functions is in many ways the same basic process. However, the tools used will leverage common toolsets. The whiteboard â&#x20AC;&#x153;to-beâ&#x20AC;? images defined suggested tools and their tactical use. Tools When studying the Tools section of this summary please note that each tool highlights background, business purpose and summary of tactical application. Cost associated with suggested tools will be covered in the Financial section. Corrigo.net Background Corrigo has been used within the Janitorial service entity for a few years. This highly customized version of Corrigo sits on internal networks and has robust workflow and connections to JDE for tag processing. Just recently the Facility Solutions Group has deployed Corrigo in the cloud, utilizing an off-the shelf version of

PacMutual IFS Analysis and Implementation Corrigo. The primary driver for leveraging the cloud version has to do with a product offered by Corrigo named the “Work order network”. This tool allows holistic management of sub-contractors (as well as internal employees), you can read more here: http://www.corrigo.com/ournetwork/the-work-ordernetwork/ . Business purpose You can see from the whiteboard images the tactical application of this tool by looking at the box labeled “activity management”. Summary from all “to-be” suggestions: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

Activity call Activity dispatch Activity distribution Activity pre-invoice (job cost or billing) Audit functions (quarterly) leveraging a PM contract Client feedback Local labor (sub) assessment Out of scope service management and visibility Performance feedback Preventative maintenance automated generation

ourVOICE Background Perpetual learning and quality culture… While it may sound a bit lofty the design goal is to hear the voices of our employees and how they perform daily duties. Our large and diverse employee base provides us with the opportunity to mine experience, intuition and innovation from each employee and pass it through the organization via learning and quality frameworks. The cultural benefits are tremendous and the "best practice" aggregation opportunity is nearly unlimited. Simply stated create a conduit for the voice or our employees to be heard and provide social recognition amongst their peers locally and across the enterprise. Aligned to the eight primary services (as seen in Metropolis); we work towards one Unified workforce and begin the process of blurring the business unit lines. Business purpose Tools and process is one thing; however, the real change occurs when you influence culture. Armed with the Enterprise Solutions twelve ourVOICE challenges, every week we will have an opportunity to galvanize this group of dedicated employees into one Unified Workforce.

PacMutual IFS Analysis and Implementation SharePoint Background SharePoint (aka Portal) has been used for years to collaborate with employees, customers and partners. A very functional component exists within SharePoint; however, the real power of SharePoint is its community building attributes. For any community to thrive you must have strong elements of Trust and Purpose. SharePoint has, and will continue to provide, a vehicle to obtain those objectives within our Enterprise. Business purpose The collaboration whiteboard image shows most of the items; however, when you see the square number two on the other maps they also tie to collaborative functions. Summary from all â&#x20AC;&#x153;to-beâ&#x20AC;? suggestions: Calendar (may be replaced with Asana) 1. Location events 2. Project work 3. Shut down notifications 4. Tenant improvements Contacts 1. Employee contact management 2. Quarterly audit 3. Tenant contact management 4. Tenant recall 5. VIP contact management 6. VIP recall File management 1. Building data 2. Contract scope 3. Directions (local) 4. Drawings 5. Reports 6. Research 7. Suggestions (local) 8. Training content Issues 1. BMS alerts input 2. Event notifications 3. Event visibility

PacMutual IFS Analysis and Implementation 4. Inventory required 5. Request for assistance (internal, oob, tenant) List 1. Key management 2. Services, out of scope 3. Services, out of scope, routing and approval Financial The deployment of technology based tools generally has many benefits. At this location and due to the testing of a new approach with Enterprise Solutions the following recommendations are presented. Our objective is to appear as one Unified Workforce and make certain that the Owners, Management Company and Tenants perceive us as a technology enabled labor business providing Integrated Facility Solutions. Building mounted screens can vary from the HP touch smart, Apple iPAD or Motorola Xoom. The Motorola can come with its own Internet based data plan if a local wireless environment is not available. Locations to be discussed as follows:     

Capital    

Corridor next to security Joint break room (two to three tablets) Parking booth Security desk Strategically placed throughout facility (equipment rooms or storage rooms) for use and access by employees and sub-contractors

Android tablets $99 - $500 Apple tablets $400 - $750 HP touch smart $500 - $800 Wireless components, 802.11; $750 - $1500

Expense  If using telecom wireless $20 - $40 per tablet per month  If using 802.11 wireless, possibly one mifi at $40 per tablet per month Potential scenario:  Purchase iPAD2 at $529 http://store.apple.com/us/buy/home/shop_ipad/family/ipad/ipad2  Purchase 250mb data plan at $14.99 a month http://www.att.com/ipad/?fbid=wQEOkc1wjta

PacMutual IFS Analysis and Implementation

PacMutual Integrated Facility Solutions Implementation Plan

PacMutual IFS Analysis and Implementation Implementation phases plan process overview: The implementation plan comes after the initial distribution of the PacMutual IFS Analysis document. Our implementation plan provides "to-be" process maps and preliminary Standard Operating Procedures and Work Instructions. A suggested phase based approach regarding the deployment of tools, which work in conjunction with the process changes, are provided within. Please note that the links are for demonstration purposes and will not be able to be accessed. Phased implementation summary: 1.

Legend: [ Difficulty (1-10 high) + [Resource I (internal), E (external), B (both)] + Cost (*no cost) $$$ (more=higher dollar) ]

Phase one (<90day deliverables) 1. [Calendar] location events; project work; shut downs; tenant improvements 1. LQ 16h 3d [3 + I + $$$] (configuration and hardware) 2. Examples: a. Systems down: https://visibility.thelincgroup.com/kpis/systemsstatus/default.aspx b. ATT: https://tlgpartners.thelincgroup.com/customershome/lfs/attpark/default.aspx c. BSC: https://portalexternal.thelincgroup.com/c2/bsc/Pages/Default.aspx 2. [File management - digital collateral] building data; contract information; directions (local) ; drawings; reports; suggestions; training content 1. LQ 24h 5d [2 + I + $] 2. Example: a. QMS Links: https://portal.thelincgroup.com/sites/qmslinks/default.aspx 3. [Lists - Meeting management] safety reviews; quality reviews; technical reviews; contract reviews 1. LQ 8h 1d [1 + I + $] 2. Example: a. LLE meetings: https://portal.thelincgroup.com/sites/lle/meetingmgt/default.aspx 4. [Lists - Incident management] safety and site 1. LQ 24h 4d [5 + I + $$] 2. Example: a. LLE meetings: https://portal.thelincgroup.com/sites/lle/meetingmgt/default.aspx 5. [Lists - Incident management] safety and site 1. LQ 24h 4d [5 + I + $$] 2. Example: a. JFK Airport: https://tlgforms.thelincgroup.com/lfs/JFK%20IAT%20Incident%20Reports/Forms/Checkou t%20in%20View.aspx

PacMutual IFS Analysis and Implementation

Phase two (91d to 180d deliverables) 1. [Contacts] 1. LQ 24h 4w and Partner 150h 4w [7 + B + $$$] 2. Examples: a. WinCo: https://tlgpartners.thelincgroup.com/allianceshome/pmoimo/PMO/WincoFoods/Contact AndLocationmgmt/default.aspx b. MySite: https://portalmysites.thelincgroup.com/OrganizationView.aspx?accountname=CORP%5Cg reg%2Elush 2. [Issues] request management; event notifications; event visibility; inventory required; request for assistance - internal - external - office of the building 1. LQ 30h 7d [7 + I + $] 2. Example: a. AAR: https://portalexternal.thelincgroup.com/c2/aar/default.aspx 3. [Lists - Quote management] Services out of scope; approval and routing 1. LQ 40h 7d [6 + I + $$] 2. Example: a. LLE field quotes: https://publicportal.thelincgroup.com/mobilitysolutions/llemobility/llemobilitycos/03135 8LakeForest/Lake%20Forest%20Quotes/Forms/AllItems.aspx?View={B775F7D9-74764887-9267CC80CA256015}&FilterField1=Last%5Fx0020%5FModified%5Fx0020%5FBy&FilterValue1=S hannon%20Solberg

PacMutual IFS Analysis and Implementation Phase three (181d to 240d deliverables) 1. [Lists- key management] keys and other building property 1. LQ 35h 7d [6 + I + $$] (configuration and hardware) 2. Example: a. St. Vincent's: https://tlgpartners.thelincgroup.com/customershome/lfshealth/stvincenthc/default.aspx 2. [File management - published quality environment] SOP, WI, Reference docs, CA/PA 1. LQ 60h 8d [5 + I + $] 2. Example: a. Lending Library: https://portal.thelincgroup.com/sites/tlgcorp/informationmanagement/IMGLendingLibrar y/Librarians.aspx 3. Sustainable FM and PM program 1. LQ 18h 5d [4 + I +$$$] Supporting components 1. IMPACT: ATT Park seats: http://issuu.com/abmlq/docs/pub_ballparkseatscard_fun_20120717i?mode=window&viewMode=doublePage 2. mTUBE: https://mtube.abm.com 3. ourVOICE: http://issuu.com/abmlq/docs/ourvoice?mode=window&viewMode=doublePage 4. Capital funding: http://issuu.com/abmlq/docs/abm_energy_capital?mode=window&viewMode=doublePage

Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142 Process Name/ID: Integrated Facility Solutions – Macro Map | R-WI-AFS16023142-####-1 (R1) Revision Date: 120803MC | Learning and Quality

Master Business Process – Integrated Facility Services

Recommended Tools Legend:

SOP-0051 Originate Customer

Process Roles Legend:

SharePoint

Kudos, Insight

Operations Staff

Building Management

Corrigo

Facebook, ourVoice

Subcontractors

ABM

Tablets

Educational

Tenant/Customer

Inspectors

Unscheduled and Scheduled Activity R2 R3

SOP-0051 Originate Customer

Collaboration

Tenants And Building

Call Management and Dispatch R5 SOP-0052 Profile Customer SOP-0053 Needs Assessment

Contract Management

Subcontractor Required?

Yes

Subcontractors And Vendors

SOP-0052 Profile Customer SOP-0053 Needs Assessment

SOP-0054 Transition & Validation

SOP-0053 Business Case Development

ABMFS: Pacific Mutual Enterprise Solutions – Process Maps

Relationship Management R8 SOP-0055 Delivery

Sub-Macro Maps

PacMutual Building â&#x20AC;&#x201C; Integrated Facility Solutions

Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142 Process Name/ID: Integrated Facility Solutions (To Be Sub-Macro Maps) – Scheduled Activities | R-WI-AFS16023142-####-2 (R2)

Text Color Legend: Input

Output

Tool

Revision Date: 120803MC | Learning and Quality

Cross Function:

Activity Management: Client feedback Local labor assess PM generation Dispatch Distribution (By Employee View) Unscheduled Activity

A A A A A A A A A A A

Web access to activity status via e-Service Or report distribution

Corrigo

Log Management Access Control Building Tours Dispatch Request Individual Route Schedules Work Execution Sign In Scheduled Work Unscheduled Out of Scope Validate Service Assign PM’s

C Services Fulfillment C Work Status C Building Condition K Key Distribution (schedule with tenant/OOB S Safety and Incident Report

Collateral:

Reports

SharePoint File Mgmt

Key Management: Inventory Assigned to Status SharePoint List

Safety and Incident:

Recommended Tools Legend:

Entry-form based Management Reporting

SharePoint

Kudos, Insight

Corrigo

Facebook, ourVoice

SharePoint Forms

Tablets

Educational

ABMFS: PacMutual Enterprise Solutions – Micro Map

Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142 Process Name/ID: Integrated Facility Solutions (To Be Sub-Macro Maps) – Unscheduled Activities | R-WI-AFS16023142-####-3 (R3)

Text Color Legend: Input

Output

Tool

Revision Date: 120803MC | Learning and Quality Cross Function:

Activity Management: Client feedback Local labor assess Dispatch Distribution (By Employee View) Scheduled Activity

Web access to activity status via e-Service Or report distribution

A A A A A A A A A A A

Corrigo

Log Management Access Control Building Tours Dispatch Request Individual Route Schedules Work Execution Sign In Scheduled Work Unscheduled Out of Scope Validate Service Assign PM’s

C Services Fulfillment C Work Status C Building Condition D Digital Alerts K Key Distribution (schedule with tenant/OOB S Safety and Incident Report

Digital Alerts:

C and D

Collateral: Reports

SharePoint File Mgmt

BMS alerts OOB or tenant Internal Request service Call Entry SharePoint Issues

Key Management: Inventory Assigned to Status SharePoint List

Safety and Incident:

Recommended Tools Legend:

Entry-form based Management Reporting

SharePoint

Kudos, Insight

Corrigo

Facebook, ourVoice

SharePoint Forms

Tablets

Educational

ABMFS: PacMutual Enterprise Solutions – Micro Map

Text Color Legend:

Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142 Process Name/ID: Integrated Facility Solutions (To Be Sub-Macro Maps) â&#x20AC;&#x201C; Tenants and Building | R-WI-AFS16023142-####-4 (R4)

Input

Output

Tool

Revision Date: 120803MC | Learning and Quality

A (C, D, S)

PM with activity assign via Corrigo

Collateral:

Activity Management:

Building data Research

Research activity Performance feedback

SharePoint Files

Corrigo

Tablet access

Cross Function: A Feedback A C Research, field assessment A D Communication A S Safety and Reporting

Safety and Incident:

D Reactive monitoring

Entry-form based Management Reporting

T T T T T

SharePoint Forms

Proactive monitoring Tenants Transients Contractors Building integrity

Digital Alerts: Event notifications Event visibility BMS alerts SharePoint Issues

Tenant Awareness:

Recommended Tools Legend: Building environmental state Check in/out Tenant VIP care Building welcome service

ABMFS: PacMutual Enterprise Solutions â&#x20AC;&#x201C; Micro Map

SharePoint

Kudos, Insight

Corrigo

Facebook, ourVoice

Tablets

Educational

Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142 Process Name/ID: Integrated Facility Solutions (To Be Sub-Macro Maps) â&#x20AC;&#x201C; Call Management and Dispatch | R-WI-AFS16023142-####-5 (R5)

Text Color Legend: Input

Output

Tool

Revision Date: 120803MC | Learning and Quality

Cross Function: Scope evaluation and adjustment

Activity Management:

A A A A

Email, voice, face-to-face with Client and ABM Corrigo (tablet access)

Call Management and Dispatch: (1) Dispatch (2) Distribution Corrigo

Tenant ad-hoc Email requests VM requests Verbal duty assign

B EMS Prompt

(1) Manage, Route (2) Execute, Feedback

C Car washes C Out of scope

Smartphone (self-perform) Kiosk or learner (local) Paper

Internal:

EMS Asset Internal Inventory Corrigo

Recommended Tools Legend:

Out of Scope Car washes Corrigo (tablet access)

ABMFS: PacMutual Enterprise Solutions â&#x20AC;&#x201C; Micro Map

SharePoint

Kudos, Insight

Corrigo

Facebook, ourVoice

Tablets

Educational

Text Color Legend: Input

Output

Tool

Revision Date: 120803MC | Learning and Quality

Cross Function:

Procurement

A Inventory request

Activity Management:

Collateral:

Client feedback Local labor assess Inventory request Out of scope service

Contract scope Top 10 scope

C S Out of scope requests C S Non-compliance K Key distribution K S Customer feedback

SharePoint File Mgt V Services pricing V Services approval

Corrigo

Services:

Scope:

Available services Service request Service approval

Routine review Initiate CA/PA Service requests

SharePoint List

SharePoint Meeting Mgt

Key Management: Inventory Assigned to Status SharePoint List

Digital Alerts: Request for service Call entry SharePoint Issues

ABMFS: PacMutual Enterprise Solutions â&#x20AC;&#x201C; Micro Map

Recommended Tools Legend: SharePoint

Kudos, Insight

Corrigo

Facebook, ourVoice

Tablets

Educational

Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142 Process Name/ID: Integrated Facility Solutions (To Be Sub-Macro Maps) â&#x20AC;&#x201C; Subcontractors and Vendors | R-WI-AFS16023142-####-7 (R7)

Text Color Legend: Input

Output

Tool

Revision Date: 120803MC | Learning and Quality

A, C, K

PN contract w/ activity

Cross Function:

Activity Management: Collateral: Call, dispatch, distribute Quarterly audit Client feedback Internal sign-off activity

Key Management:

Building data Drawings

Assigned to Status

SharePoint Files

Corrigo

SharePoint List

A Execute work A Check in/out A WO status A Completed activity review A Quarterly audit A C Service documentation A K Shadow activity

B Invoice management B AP submittal E Scheduling with tenant K Access management P Sub work identified P Solicit pricing

Post-activity: Activity pre-invoice Job cost or billing Corrigo

Events:

TI and shut down Alert mechanism SharePoint Calendar

Recommended Tools Legend:

Pre-activity: WON confirmation Request for bid (as reqd) Scope of work posted Corrigo

ABMFS: PacMutual Enterprise Solutions â&#x20AC;&#x201C; Micro Map

SharePoint

Kudos, Insight

Corrigo

Facebook, ourVoice

Tablets

Educational

Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142 Process Name/ID: Integrated Facility Solutions (To Be Sub-Macro Maps) â&#x20AC;&#x201C; Relationship Management | R-WI-AFS16023142-####-8 (R8)

Text Color Legend: Input

Output

Tool

Revision Date: 120803MC | Learning and Quality

Cross Function:

Collateral: Directions Suggestions Semi-annual audit Pocket Pals

C Local directions C Local suggestions

PM contract activity

D S Requests for service (greet, escort, assist) T VIP passes

SharePoint File Mgmt

Services:

Digital Alerts:

Available services Service request

Request for service Call entry

SharePoint List Corrigo

Tenant Awareness: Tenant load w/pic VIP load w/pic (1) Quarterly audit (2) VIP rank (3) Tenant recall

(1) PM contract activity (2) Show in profile internal only (3) Tablet access inside facility

SharePoint Contacts Corrigo

ABMFS: PacMutual Enterprise Solutions â&#x20AC;&#x201C; Micro Map

SharePoint Issues

Recommended Tools Legend: SharePoint

Kudos, Insight

Corrigo

Facebook, ourVoice

Tablets

Educational

Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142 Process Name/ID: Integrated Facility Solutions (To Be Sub-Macro Maps) - Collaboration | R-WI-AFS16023142-####-9 (R9)

Text Color Legend: Input

Output

Tool

Revision Date: 120803MC | Learning and Quality Cross Function: Alerts provide notification (client internal)

Web access to activity status via e-Service or Distributed report

A Schedule w/tenant/OOB A Daily plan A B Special cases

Events:

A, B

Activity Management: Call Dispatch Distribution Corrigo (tablet access)

C Building collateral C Observe/report status C Request analysis data

Location events Project work Tenant improvement Shutdown

D D D D

SharePoint Calendar

Check in/out Work status WO condition/info Report to staff/client

E Communicate w/chief E EMS alert

Collateral:

Building data Drawings Research Reports SharePoint File Mgmt

Tenant Awareness: Contact Management VIP Flags SharePoint contacts

Digital Alerts: BMS alerts OOB or tenant Internal SharePoint Issues

ABMFS: PacMutual Enterprise Solutions â&#x20AC;&#x201C; Micro Map

Recommended Tools Legend: SharePoint

Kudos, Insight

Corrigo

Facebook, ourVoice

Tablets/Hardcopy

Educational

Micro Maps

PacMutual Building â&#x20AC;&#x201C; Integrated Facility Solutions

Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142 Process Name/ID: Integrated Facility Solutions (To Be Micro Maps) – Activity Management | R-WI-AFS16023142-####-10 (R10)

Recommended Tools Legend: Web Portal

Corrigo

Revision Date: 120803MC | Learning and Quality

Operations

Process Start

> PMs > Audits > Events

Generate work orders from Corrigo Scheduled activity Yes

Enter into Corrigo (desktop or tablet)

Work is performed inhouse

Process End

In Scope? Unscheduled activity

Local Labor required?

Awareness

Yes

Dispatch through Corrigo WON

Complete work order in Corrigo

Work is scheduled; check-in procedure

Work is performed

Notify customer of work completion

> Email > Voice Mail > Verbal > Awareness

Unscheduled activity

Visitors

Subs/Vendors

Tenants/OOB

Submit for approval

> Verbal > Awareness

Enter into e’Service

Unscheduled activity

ABMFS: PacMutual Enterprise Solutions – Micro Map

Check—out procedure; complete in Corrigo WON

Recommended Tools Legend:

Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142 Process Name/ID: Integrated Facility Solutions (To Be Micro Maps) â&#x20AC;&#x201C; Safety Reporting and Mngmt | R-WI-AFS16023142-####-11 (R11)

Web Portal

Corrigo

Revision Date: 120803MC | Learning and Quality

Operations

Process Start

> Unscheduled > Scheduled

Service is requested or scheduled

Generate work orders from Corrigo

Local Labor required?

Work is Performed inhouse

Safety Procedures are observed and employed

Safety reports are submitted

Alerts are received via Customer Team Site Yes

Work is performed

Safety Procedures are observed and employed

Process End

Alerts are received via Customer Team Site

ABM

Subs/Vendors

Tenants/OOB

Safety Inspection is scheduled

ABMFS: PacMutual Enterprise Solutions â&#x20AC;&#x201C; Micro Map

Recommended Tools Legend:

Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142 Process Name/ID: Integrated Facility Solutions (To Be Micro Maps) â&#x20AC;&#x201C; Key Management | R-WI-AFS16023142-####-12 (R12)

Web Portal

Corrigo

Revision Date: 120803MC | Learning and Quality Process Start

Activity Management Process is initiated

Operations

Process End Generate or dispatch work order from Corrigo

Work is performed inhouse

Issue guest badge Issue key or access to secure area; enter into log

Local labor required?

Check out vendor or visitor

Visitors

Subs/Vendors

Yes

Checks in at front desk

Process Start

Work is performed

Checks in at front desk

Work or business is conducted

ABMFS: PacMutual Enterprise Solutions â&#x20AC;&#x201C; Micro Map

Checks out at desk

Check key inventory at end of the day

Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142 Process Name/ID: Integrated Facility Solutions (To Be Micro Maps) â&#x20AC;&#x201C; Tenant Awareness | R-WI-AFS16023142-####-13 (R13)

Recommended Tools Legend: Web Portal

Corrigo

Revision Date: 120803MC | Learning and Quality

Operations

Process Start

Process End

> BMS alert > Visual > EMS

Building awareness

Service required?

Yes

In Scope?

Submit for approval

Tenant/OOB

Yes

e-Service

Unscheduled activity is requested

Subs/Vendors

Process Start

> BMS alert > Visual > EMS

Building awareness

ABMFS: PacMutual Enterprise Solutions â&#x20AC;&#x201C; Micro Map

Call Management Process is initiated

Recommended Tools Legend:

Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142 Process Name/ID: Integrated Facility Solutions (To Be Micro Maps) – Call Management and Dispatch | R-WI-AFS16023142-####-14 (R14)

Web Portal

Corrigo

Revision Date: 120803MC | Learning and Quality

Operations

Process Start

Activity Management Process is initiated

Generate work orders from Corrigo

Review e’Service work orders

Evaluate and schedule work

Local labor required

Work is performed inhouse

Complete work order in Corrigo

Update request status

Tenants/OOB

Subs/Vendors

Yes

Perform work

Process Start

Complete work order in Corrigo WON

Process End

e’Service initiated

ABMFS: PacMutual Enterprise Solutions – Micro Map

Alert is received

SOP and Work Instructions

PacMutual Building â&#x20AC;&#x201C; Integrated Facility Solutions

QMS STANDARDS

CONTROLLED DOCUMENT: SOP-0505

BUSINESS UNIT:

STANDARD TYPE:

ABM Facility Solutions Group 152 Technology, Irvine, CA 92618 Standard Operating Procedure

PROCEDURE TITLE: PS - Integrated Facility Solutions

AREA: Operations TYPE OF PROCEDURE:

Products and Services

DOCUMENT NUMBER: SOP-0505 REVISION: 1.0

PROCEDURE STATUS

IMPLEMENTED

Draft

08/03/12

mm/dd/yy

1.0 PURPOSE/SCOPE This Standard Operating Procedure (SOP) provides the general information for providing and implementing an Integrated Facility Solutions (IFS) offering. ABM Facility Solutions Group (FSG) provides various products and services to our Customers through our business unit or divisional structure. With Integrated Facility Solutions, services can be provided across all disciplines and areas of expertise. This SOP provides the service offerings through IFS and the advantages it provides our customers. This SOP applies to FSG and its Business Units. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of all FSG employees to understand and execute this SOP. It is the responsibility of the Executive Vice President of Building and Energy Solutions Division to ensure that all employees understand and execute this SOP. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES It is the responsibility of the FSG Executive team to approve this standard. 3.0

PROCEDURE (SOP OR WI STEPS) An Integrated Facility Solutions (IFS) provide our customers with the efficiency and consistency of service through sole-source or self-performance contracting. It allows for a single point of accountability for effective risk management and leverages best practices through proven financial, technical and operational facility expertise. It provides cost optimization through scale efficiency. Our Customers can focus on their business while FSG takes care of their facilities in various areas of discipline:

Procedure Title: PS â&#x20AC;&#x201C; Integrated Facility Solutions

Page 1 of 4

QMS STANDARDS

CONTROLLED DOCUMENT: SOP-0505

       

Electrical Energy HVAC and Mechanical Janitorial Landscape and Golf Maintenance and Repair Parking Security

Work Instructions for specific areas of discipline and the processes employed for IFS are currently in development and will be announced upon release. 4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE FSG LEXICON LIBRARY LINK: LEXICON LIBRARY Term ABM Facility Solutions Group, FSG Integrated Facility Solutions, IFS Standard Operating Procedure, SOP Work Instruction, WI 5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME IFS Literature

LOCATION Add link to brochure

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE

LOCATION

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS

Procedure Title: PS – Integrated Facility Solutions

LOCATION

Page 2 of 4

QMS STANDARDS

CONTROLLED DOCUMENT: SOP-0505

8.0 REVISION HISTORY

REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)

1.0 08/07/2012 Pending approval

DOCUMENT AUTHOR: Melissa Cipriani; Bruce Phibbs

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

SECTION / PARAGRAPH CHANGED

Revision

0.1

All Sections

CHANGE MADE

DATE OF REVISION MM/DD/YY

New Document

08/07/12

9.0 ELECTRONIC NOTIFICATION LIST:

ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Business Development, All Divisions Executive Team, FSG Executive Vice President, Building and Energy Solutions President, Building and Energy Solutions

10.0

APPROVALS

PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. FILE REVIEW FIRST APPROVER NAME: GREG LUSH

SECOND APPROVER NAME: BRUCE PHIBBS

BUSINESS UNIT: ABM LEARNING & QUALITY BUSINESS UNIT: BES TITLE: SENIOR VICE PRESIDENT TITLE: EXECUTIVE VICE PRESIDENT SIGNATURE: ELECTRONIC APPROVAL SIGNATURE: ELECTRONIC APPROVAL

Procedure Title: PS – Integrated Facility Solutions

THIRD APPROVER NAME: TRACY K. PRICE BUSINESS UNIT: FSG TITLE: CEO SIGNATURE: ELECTRONIC APPROVAL

Page 3 of 4

CONTROLLED DOCUMENT: SOP-0505

QMS STANDARDS

DOCUMENT HISTORY SECTION: Document Created on 08/07/12 by Melissa Cipriani

Procedure Title: PS – Integrated Facility Solutions

Page 4 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

BUSINESS UNIT:

ABM Integrated Facility Solutions – PacMutual Building 523 W. 6th Street, Los Angeles, CA 90014

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE:

Activity Management

AREA: Operations TYPE OF PROCEDURE:

Delivery

DOCUMENT NUMBER: WI-AFS-#### REVISION: 1.0

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Published Draft 08/07/12 08/07/12

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE The purpose of this Work Instruction (WI) is to provide the processes for Activity Management at the PacMutual Building. The Integrated Facility Solutions (IFS) at the PacMutual Building provides efficiency and consistency of service through sole-source and self-performance contracting, including Activity Management at the PacMutual Building. Activities are managed across all disciplines and areas of expertise using various collaborative tools for the efficient delivery of services. This Work Instruction is in support of the Transition and Validation Phase of our Master Business Process. It ensures “Perception in Quality” by describing the minimum requirements for transitioning and integrating customers according to customer expectations and internal process requirements, making appropriate adjustments as needed. The Transition and Validation Phase ensures “Perception in Fact” by describing the minimum requirements for implementing and integrating the processes into the enterprise system, meeting customer expectations and internal process requirements, making appropriate adjustments as needed. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES   

It is the responsibility of all ABM personnel at the PacMutual Building to read, understand and abide by the provisions of this policy. It is the responsibility of the Executive Vice President of Building and Energy Solutions to ensure that the applicable employees read, understand, and abide by the provisions of this policy. It is the responsibility of the President of ABM Facility Solutions to ensure that all relevant employees are in compliance to this policy.

2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of Operations is the point of escalation for all matters inquired upon or contested with regards to this policy.

Procedure Title: PacMutual Building – Activity Management

Page 1 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

3.0 PROCEDURE (SOP OR WI STEPS) The management of activities in an Integrated Facility Solutions is not dependent on the type of activity. Whether scheduled or unscheduled work is required for execution, IFS gives the operations team the ability to manage all work orders across all disciplines. 3.1 Unscheduled Activities - this section provides the steps for the management of unscheduled activities which include reactive requests for assistance or service by tenants, visitors and the Office of the Building (OOB). STEP

WHAT

WHEN

COMPETENCY (WHO) Operations

1. 1Request for service . is received from tenants, visitors or OOB

As required

Enter request in Corrigo

When received

Operations

Submit for approval

Operations

Schedule with Local Labor Schedule work with customer Work is completed Work order is completed Customer is notified of completion

If request is out of scope If subcontracted work is required Before performing work Upon scheduling When work is completed When work is completed

5. 6. 7. 8.

Operations Operations/Local Labor Operations Operations/Local Labor Operations

HOW (TOOLS) Tenants/OOB: Corrigo eâ&#x20AC;&#x2122;Service Visitors: Verbal communications Corrigo Work Order Management (WOM) via Desktop or Tablet Customer Team Site (Web Portal) Corrigo Work Order Network (WON) Phone Call or through Customer Team Site Calendar Manual tasks Operations via Corrigo WOM Local Labor via Corrigo WON Phone Call or through Customer Team Site

3.2 Scheduled Activities - this section provides the steps for the management of scheduled activities which include proactive work orders such as Preventive Maintenance (PM), audits or inspections as required by the scope of the contract. STEP

WHAT

1. 1Scheduled work is . generated 2.

3. 4. 5.

Work Order is evaluated and dispatched Schedule with Local Labor Work is completed Submit out of scope work

WHEN According to contract schedule When work is due If subcontracted work is required Upon scheduling If repairs are observed during scheduled

Procedure Title: PacMutual Building â&#x20AC;&#x201C; Activity Management

COMPETENCY (WHO) Operations

Corrigo WOM

Operations

Corrigo WOM

Operations

Corrigo Work Order Network (WON) Manual tasks Customer Team Site

Operations Operations

HOW (TOOLS)

Page 2 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

STEP

WHAT

Work order is completed

WHEN activity When work is completed

QMS STANDARDS

COMPETENCY (WHO) Operations/Local Labor

HOW (TOOLS)

Operations via Corrigo WOM Local Labor via Corrigo WON

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE TLG LEXICON LIBRARY LINK: FSG LEXICON LIBRARY TERM

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME

LOCATION

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE

LOCATION

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Corrigo Work Order Management (WOM) Corrigo Work Order Network (WON) Web Portal: Customer Team Site

Procedure Title: PacMutual Building – Activity Management

LOCATION

Page 3 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)

1.0 08/07/12

DOCUMENT AUTHOR: Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0

SECTION / PARAGRAPH CHANGED All

CHANGE MADE

Initial Entry

DATE OF REVISION MM/DD/YY 08/07/12

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS.

10.0

APPROVALS

PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. FSG REVIEW FIRST APPROVER NAME: GREG LUSH

BUSINESS UNIT: ABM LEARNING AND QUALITY TITLE: SENIOR VICE PRESIDENT SIGNATURE: ELECTRONIC APPROVAL

SECOND APPROVER NAME: BRUCE PHIBBS

BUSINESS UNIT: FSG TITLE: EXECUTIVE VP SIGNATURE: ELECTRONIC APPROVAL

THIRD APPROVER NAME: ROSS THOMPSON

BUSINESS UNIT: FSG TITLE: CHIEF OPERATING OFFICER SIGNATURE: ELECTRONIC APPROVAL

DOCUMENT HISTORY SECTION: Document Created on 08/07/12 by Melissa Cipriani

Procedure Title: PacMutual Building – Activity Management

Page 4 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

BUSINESS UNIT:

ABM Integrated Facility Solutions – PacMutual Building 523 W. 6th Street, Los Angeles, CA 90014

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE:

Safety Reporting and Management

AREA: Safety TYPE OF PROCEDURE:

Measurement and Verification

DOCUMENT NUMBER: WI-AFS-#### REVISION: 1.0

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Published Draft 08/07/12 08/07/12

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE The purpose of this Work Instruction (WI) is to provide the processes for Safety Reporting and Management at the PacMutual Building. The Integrated Facility Solutions (IFS) at the PacMutual Building provides efficiency and consistency of service through sole-source and self-performance contracting, including that of Safety Management. This Work Instruction is in support of SOP-0130 Safety Management which provides managers and employees with a comprehensive safety management program that complies with all federal regulatory requirements and a safe working environment. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES    

2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of Operations is the point of escalation for all matters inquired upon or contested with regards to this policy.

Procedure Title: PacMutual Building – Safety Management and Reporting

Page 1 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

3.0 PROCEDURE (SOP OR WI STEPS) The safety of employees, customers, tenants, visitors and subcontractors at any of the facilities we are responsible is of utmost importance to ABMFS. The delivery of services and day-to-day activities at the PacMutual Building are observed with great care and attention to the safety. This section provides the steps for safety reporting and management at the PacMutual Building. STEP

WHAT

1. 1Work order is . generated 2.

Work is performed using Safety Guidelines

Safety incident report is completed

Safety Inspection is performed

Safety Inspection is submitted Alert is received

WHEN Service is required or scheduled After work is dispatched

When a safety related incident or injury occurs Regularly scheduled or reactive awareness When completed and due When report has been uploaded

COMPETENCY (WHO) Operations

Local Labor or InHouse personnel

Operations

HOW (TOOLS) Corrigo WOM or WON

Local Labor – agreed upon Safety Guidelines noted on executed contract In House Personnel – safety training and associated safety tools as dictated by type of work Safety Incident Form – Portal Web

Operations Safety Manager

Safety Inspection Report

Operations Safety Manager Business Unit Safety Manager And Customer Contact

Customer Team Site/Safety Team Site Portal Web Alerts

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE TLG LEXICON LIBRARY LINK: FSG LEXICON LIBRARY TERM

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: Procedure Title: PacMutual Building – Safety Management and Reporting

Page 2 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

DOCUMENT NAME SOP-0130 Safety Management

LOCATION

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE

LOCATION

REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)

1.0 08/07/12

DOCUMENT AUTHOR: Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0

SECTION / PARAGRAPH CHANGED All

CHANGE MADE

Initial Entry

Procedure Title: PacMutual Building – Safety Management and Reporting

DATE OF REVISION MM/DD/YY 08/07/12

Page 3 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

8.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS.

9.0 APPROVALS PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. FSG REVIEW FIRST APPROVER NAME: GREG LUSH

BUSINESS UNIT: ABM LEARNING AND QUALITY TITLE: SENIOR VICE PRESIDENT SIGNATURE: ELECTRONIC APPROVAL

SECOND APPROVER NAME: BRUCE PHIBBS

BUSINESS UNIT: FSG TITLE: EXECUTIVE VP SIGNATURE: ELECTRONIC APPROVAL

THIRD APPROVER NAME: ROSS THOMPSON

BUSINESS UNIT: FSG TITLE: CHIEF OPERATING OFFICER SIGNATURE: ELECTRONIC APPROVAL

DOCUMENT HISTORY SECTION: Document Created on 08/07/12 by Melissa Cipriani

Procedure Title: PacMutual Building – Safety Management and Reporting

Page 4 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

BUSINESS UNIT:

ABM Integrated Facility Solutions – PacMutual Building 523 W. 6th Street, Los Angeles, CA 90014

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE:

Key Management

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-AFS-#### REVISION: 1.0

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Published Draft 08/07/12 08/07/12

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE The purpose of this Work Instruction (WI) is to provide the processes for Key Management at the PacMutual Building. The Integrated Facility Solutions (IFS) at the PacMutual Building provides efficiency and consistency of service through sole-source and self-performance contracting, including that of Key Management. The assets of our customers and tenants are treated with respect and with high regard for their security. Access to the property is carefully monitored and managed to continually ensure that our customers and their assets are protected. This Work Instruction is in support of the Transition and Validation Phase of our Master Business Process. It ensures “Perception in Quality” by describing the minimum requirements for transitioning and integrating customers according to customer expectations and internal process requirements, making appropriate adjustments as needed. The Transition and Validation Phase ensures “Perception in Fact” by describing the minimum requirements for implementing and integrating the processes into the enterprise system, meeting customer expectations and internal process requirements, making appropriate adjustments as needed. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES   

Procedure Title: PacMutual Building – Key Management

Page 1 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of Operations is the point of escalation for all matters inquired upon or contested with regards to this policy. 3.0 PROCEDURE (SOP OR WI STEPS) In a high-rise building such as PacMutual where there are multiple tenants and transient visitors who come in and out of the building, it is critical that access to certain areas of the property is carefully monitored and provided. There are areas of the building where access can be provided with a key and/or with an escort from authorized personnel. This section provides the steps for the process of Key Management at PacMutual. STEP

WHAT

1. 1Visitors check in at . front desk

Guest badge is issued

Key or access is issued

Visitor is escorted to specified area

Guest badge and key is returned

Key inventory is reviewed Tenant is escorted to parking area

WHEN When performing work order visiting a specific tenant If visitor is a Local Labor who is scheduled to perform work If visitor requires access to a secure area If visitor requires access to a secure area As visitor is checking out at front desk At the end of the day As required or requested

COMPETENCY (WHO) Front Desk

HOW (TOOLS) Manual Process

Front Desk

Entered into guest log via Portal Web

Front Desk

Entered into key log via Portal Web

Operations

Manual Process

Front Desk

Update guest and key log via Portal Web

Front Desk

Guest and key logs via Portal Web Manual Process

Front Desk

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE TLG LEXICON LIBRARY LINK: FSG LEXICON LIBRARY TERM

Procedure Title: PacMutual Building â&#x20AC;&#x201C; Key Management

Page 2 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME

LOCATION

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE

LOCATION

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Guest Log – Portal Web Key Log – Portal Web Guest Badges

LOCATION

8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)

1.0 08/07/12

DOCUMENT AUTHOR: Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0

SECTION / PARAGRAPH CHANGED All

CHANGE MADE

Initial Entry

Procedure Title: PacMutual Building – Key Management

DATE OF REVISION MM/DD/YY 08/07/12

Page 3 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS.

10.0

APPROVALS

PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. FSG REVIEW FIRST APPROVER NAME: GREG LUSH

BUSINESS UNIT: ABM LEARNING AND QUALITY TITLE: SENIOR VICE PRESIDENT SIGNATURE: ELECTRONIC APPROVAL

SECOND APPROVER NAME: BRUCE PHIBBS

BUSINESS UNIT: FSG TITLE: EXECUTIVE VP SIGNATURE: ELECTRONIC APPROVAL

THIRD APPROVER NAME: ROSS THOMPSON

BUSINESS UNIT: FSG TITLE: CHIEF OPERATING OFFICER SIGNATURE: ELECTRONIC APPROVAL

DOCUMENT HISTORY SECTION: Document Created on 08/07/12 by Melissa Cipriani

Procedure Title: PacMutual Building – Key Management

Page 4 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

BUSINESS UNIT:

ABM Integrated Facility Solutions – PacMutual Building 523 W. 6th Street, Los Angeles, CA 90014

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE:

Tenant Awareness

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-AFS-#### REVISION: 1.0

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Published Draft 08/07/12 08/07/12

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE The purpose of this Work Instruction (WI) is to provide the processes for Tenant Awareness at the PacMutual Building. The Integrated Facility Solutions (IFS) at the PacMutual Building provides efficiency and consistency of service through sole-source and self-performance contracting, including that of Tenant Awareness which primarily involves the acute observance and knowledge of the comfort of the occupants of the building and the property in general and the ability to react to their needs as efficiently as possible. This Work Instruction is in support of the Transition and Validation Phase of our Master Business Process. It ensures “Perception in Quality” by describing the minimum requirements for transitioning and integrating customers according to customer expectations and internal process requirements, making appropriate adjustments as needed. The Transition and Validation Phase ensures “Perception in Fact” by describing the minimum requirements for implementing and integrating the processes into the enterprise system, meeting customer expectations and internal process requirements, making appropriate adjustments as needed. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES   

2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of Operations is the point of escalation for all matters inquired upon or contested with regards to this policy.

Procedure Title: PacMutual Building – Tenant Awareness

Page 1 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

3.0 PROCEDURE (SOP OR WI STEPS) The comfort of a building’s occupants is the responsibility of the AFS staff at all times, whether it is randomly reported, proactively monitored or casually observed. This section provides the steps for Tenant Awareness and the requisite actions to alleviate their current state. STEP

WHAT

WHEN

1. 1Review reports of . building state

Regularly scheduled reviews

As required

3. 4. 5. 6.

Service request is submitted Work is evaluated and scheduled Work is performed Work is submitted for approval Customer is informed of work completion and satisfaction is validated

If service is required If work is in Scope If work is out of Scope After completion of work

COMPETENCY (WHO) Operations

Tenant/Office of the Building (OOB) Operations Operations Operations Operations

HOW (TOOLS) Building Management System (BMS) Visual inspections Energy Management System (EMS) Corrigo e-Service Manual process Corrigo WOM and WON Corrigo WOM and WON Portal Web – Customer Team Site Phone Call Portal Web – Customer Team Site

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE TLG LEXICON LIBRARY LINK: FSG LEXICON LIBRARY TERM

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME

Procedure Title: PacMutual Building – Tenant Awareness

LOCATION

Page 2 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Building Management System (BMS) Energy Management System (EMS)

LOCATION

8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)

1.0 08/07/12

DOCUMENT AUTHOR: Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0

SECTION / PARAGRAPH CHANGED All

CHANGE MADE

Initial Entry

Procedure Title: PacMutual Building – Tenant Awareness

DATE OF REVISION MM/DD/YY 08/07/12

Page 3 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS.

10.0

APPROVALS

PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. FSG REVIEW FIRST APPROVER NAME: GREG LUSH

BUSINESS UNIT: ABM LEARNING AND QUALITY TITLE: SENIOR VICE PRESIDENT SIGNATURE: ELECTRONIC APPROVAL

SECOND APPROVER NAME: BRUCE PHIBBS

BUSINESS UNIT: FSG TITLE: EXECUTIVE VP SIGNATURE: ELECTRONIC APPROVAL

THIRD APPROVER NAME: ROSS THOMPSON

BUSINESS UNIT: FSG TITLE: CHIEF OPERATING OFFICER SIGNATURE: ELECTRONIC APPROVAL

DOCUMENT HISTORY SECTION: Document Created on 08/07/12 by Melissa Cipriani

Procedure Title: PacMutual Building – Tenant Awareness

Page 4 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

BUSINESS UNIT:

ABM Integrated Facility Solutions – PacMutual Building 523 W. 6th Street, Los Angeles, CA 90014

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE:

Call Management and Dispatch

AREA: Operations TYPE OF PROCEDURE:

Delivery

DOCUMENT NUMBER: WI-AFS-#### REVISION: 1.0

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Published Draft 08/07/12 08/07/12

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE The purpose of this Work Instruction (WI) is to provide the processes for Call Management and Dispatch at the PacMutual Building. The Integrated Facility Solutions (IFS) at the PacMutual Building provides efficiency and consistency of service through sole-source and self-performance contracting including that of Call Management and Dispatch which is critical to the delivery of services. This Work Instruction is in support of the Delivery Phase of our Master Business Process. The Delivery Phase ensures “Perception in Quality” by describing the minimum requirements related to execution, the checks and balances for execution and staying on time and the continual review of contractual obligations for delivery, due dates, anticipated release dates, and contractually held response times. The Delivery Phase ensures “Perception in Fact” by describing the minimum requirements related to the execution of processes with first time performance, on time. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES   

2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of Operations is the point of escalation for all matters inquired upon or contested with regards to this policy.

Procedure Title: PacMutual Building – Call Management and Dispatch

Page 1 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

3.0 PROCEDURE (SOP OR WI STEPS) ABM Facility Solutions (AFS) uses Work Order Management (WOM) and Work Order Network (WON) systems to manage and schedule all activities for the delivery of services at the PacMutual Building. These systems provide us with the visibility to manage our workforce (in-house and local labor) and the services they provide in a much more efficient manner. It also allows our tenants and the Office of the Building (OOB) to submit service requests through e’Service. The combination of these systems available through a web interface provides AFS and our Customer with the ability to monitor activities and identify opportunities for improvement with visibility to historical building data. This section provides the steps for Call Management and Dispatching at PacMutual. STEP

WHAT

WHEN

COMPETENCY (WHO) Operations/Front Desk

HOW (TOOLS) Email, Phone Call, Voice Mail, Verbal

1. 1Work Order is . entered or generated

Service request is received

Service Request is reviewed Work is evaluated and reviewed for proper assignment and scheduling

Request is received Request is received and prioritized

Operations

Corrigo WOM Corrigo e’Service

Operations

Corrigo WOM

Schedule with Local Labor Dispatch work order to in-house personnel Work order is completed and updated Customer is informed of work completion

If subcontracted work is required If subcontracted work is not required Work is performed

Operations

Corrigo WON

Operations

Corrigo WOM

Local Labor or Operations

Corrigo WON and WOM

Work is performed

Operations

Phone Call or Portal Web Customer Team Site

4. 5.

Knowledge of workforce expertise

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE TLG LEXICON LIBRARY LINK: FSG LEXICON LIBRARY TERM

Procedure Title: PacMutual Building – Call Management and Dispatch

Page 2 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME

LOCATION

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE

LOCATION

REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)

1.0 08/07/12

DOCUMENT AUTHOR: Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0

SECTION / PARAGRAPH CHANGED All

CHANGE MADE

Initial Entry

Procedure Title: PacMutual Building – Call Management and Dispatch

DATE OF REVISION MM/DD/YY 08/07/12

Page 3 of 4

CONTROLLED DOCUMENT: WI-AFS-16023142-####

QMS STANDARDS

8.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS.

9.0 APPROVALS PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. FSG REVIEW FIRST APPROVER NAME: GREG LUSH

BUSINESS UNIT: ABM LEARNING AND QUALITY TITLE: SENIOR VICE PRESIDENT SIGNATURE: ELECTRONIC APPROVAL

SECOND APPROVER NAME: BRUCE PHIBBS

BUSINESS UNIT: FSG TITLE: EXECUTIVE VP SIGNATURE: ELECTRONIC APPROVAL

THIRD APPROVER NAME: ROSS THOMPSON

BUSINESS UNIT: FSG TITLE: CHIEF OPERATING OFFICER SIGNATURE: ELECTRONIC APPROVAL

DOCUMENT HISTORY SECTION: Document Created on 08/07/12 by Melissa Cipriani

Procedure Title: PacMutual Building – Call Management and Dispatch

Page 4 of 4