CONTROLLED DOCUMENT: WI-ABMFSG-0101
BUSINESS UNIT:
ABM Facility Solutions Group 152 Technology, Irvine, CA 92618
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: Localized Labor Identification
AREA: Operations TYPE OF PROCEDURE: Originate Customer
QMS STANDARDS
DOCUMENT NUMBER: WI-ABMFSG-0101 REVISION: 1.2
PROCEDURE STAT IMPLEMENTED DATE REVISION DATE
Review Process 06/21/13
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE The process of identifying localized labor providers is critical in ensuring that there is an acceptable number of available resources for the efficient delivery of services in all major geographic markets. The Localized Labor Lifecycle begins with the process of Identification, whereby a list of labor providers is available via the ABM Partner Management Program (herein after referred to as the “Program”). ABM uses the Program to invite and add labor providers to our network after having met our requirements. In addition, ABM has the advantage of having relationships with its business units or sister-companies which include company owned stores and franchisees, preferred partners, and organized labor organizations. Through these relationships, ABM has a reliable pool of highly skilled and qualified localized labor providers who can also be invited to join the network. This Work Instruction provides the policies and procedures for identifying localized labor providers prior to adding them to the Program. This Work Instruction is in support of SOP-0051 Originate Customer, of our Master Business Process. Please see section 5.0 for a link to SOP-0051. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES
It is the responsibility of the project management and operations teams to read and abide by the provisions of this policy. It is the responsibility of the project development manager to ensure compliance to the provisions of this policy.
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The General Managers and the Office of the President are the points of escalation for all matters contested and inquired upon with regards to this policy.
Procedure Title: Localized Labor Lifecycle – Identification
Page 1 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0101
QMS STANDARDS
3.0 PROCEDURE (SOP OR WI STEPS) 3.1 When to use a Localized Labor Provider: Localized labor providers are used at ABM when the work being conducted is that of pure labor and where the expertise may not be available in-house. In some cases, the cost of hiring localized labor are lower than in-house labor, resulting in higher gross margins on the project (including uncertain costs associated with project risks). 3.2 Localized Labor Sources: In order to leverage the Program, vendors must be identified and added to the Program based on the following factors:
Vendor is specified in a contract – we have contracts in our On-Site business that specify which vendors to use as part of the work scope Vendor is an established ABM Partner Vendor is an existing franchisee in a market where ABM is not able to provide service; for example, for national or chain accounts
We can also leverage external relationships to identify new vendors if required:
Organized Labor Organizations NECA: http://www.necanet.org/ WECA: http://www.weca-iec.org/
3.3 Geographic Markets of Localized Labor Providers: A roster of localized labor providers must be identified at all major geographic markets served by ABM. This allows ABMFSG to serve customers who may have a national presence. Localized labor is managed via the Program and vendors who are part of the Program are identified with a specific status in the WON. Our Program is built based on current project workload in geographic regions. 3.4 How to identify Localized Labor Providers: The need to identify a localized labor provider can be categorized in two ways: Reactive – a new project requires a localized labor provider in a previously unidentified geographic market Proactive – localized labor providers are identified ahead of time to ensure preparedness for future projects 3.4.1 Reactive Approach STEP
WHAT
1. 1Check list of localized . vendors in Program
based on the following factors: Services Provided Location Rating/Score
WHEN A new project is identified in an unidentified geographic market
Procedure Title: Localized Labor Lifecycle – Identification
COMPETENCY (WHO) Operations/Project Management
HOW (TOOLS) Go to WON and search for Vendors Video not yet available in course: https://publicportal.thelincgroup.c om/education4you/Corrigo/default .aspx
Page 2 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0101
STEP 2. 3.
WHAT Proceed to Proactive approach steps Proceed to next step in Localized Labor Lifecycle
QMS STANDARDS
WHEN If none are found If any are found
COMPETENCY (WHO) Operations/Project Management Operations/Project Management
HOW (TOOLS) See 3.4.2 WI-ABMFSG-0603 Delivery of Services
3.4.2 Proactive Approach STEP
WHAT
1. 1Contact relationships . for each market 2. Ask for a minimum of
3 referrals based on a list of minimum referral qualifications. Additional minimum requirements will be obtained in the Prequalification process.
4.0
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
As markets are identified
Operations/Project Management
See Section 3.2 above
While in contact
Operations/Project Management
Minimum Requirements: R-WIABMFSG-0101-2
3.
Enter referrals in the Program.
After referrals are obtained
Operations/Project Management
Video not yet available in course: https://publicportal.thelincgroup.c om/education4you/Corrigo/default .aspx
4.
Proceed with next step in step in cycle: Prequalification
After accounts are created
Operations/Project Management
WI-ABMFSG-0201 Prequalification
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: LEXICON LIBRARY TERM ABMFSG, ABM Facility Solutions Group ABM Partner Management Program Localized Labor NECA, National Electrical Contractors of America Organized Labor Organization RFP, Request for Proposal SOP, Standard Operating Procedure WECA, Western Electrical Contractors of America WI, Work Instruction WON, Work Order Network
Procedure Title: Localized Labor Lifecycle – Identification
Page 3 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0101
QMS STANDARDS
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME SOP-0051 Originate Customer
LOCATION
R-WI-ABMFSG-0101-1 Process Map R-WI-ABMFSG-0101-2 Referral Qualifications
https://portal.thelincgroup.com/sites/qmslinks/releasedlibrary/Th e%20Linc%20Group%20Corporate/1/SOP-0051%20BP%20%20Originate%20Customer.pdf https://portal.thelincgroup.com/sites/qmslinks/releasedlibrary/Re ference%20Documents%20%20Linc%20Electrical/Forms/AllItem s.aspx https://portal.thelincgroup.com/sites/ABMFSG/operations/llm/List s/RWIABMFSG01011%20Minimum%20Requirements%20for%20 Localized%20Lab/AllItems.aspx
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE NECA Website WECA Website Major Metropolitan Cities Index Locations Lists
LOCATION http://www.necanet.org/ http://www.weca-iec.org/ http://www.neweconomyindex.org/metro/major_cities.html https://portal.thelincgroup.com/sites/projectbusinesslibrary/project workflowwip/lookups/lookuplistsrestricted/Lists/Lookup%20List%20 %20TLG%20Locations/By%20Business%20Unit.aspx
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS ABMFSG Localized Labor Management Team Site
LOCATION https://portal.thelincgroup.com/sites/ABMFSG/operations/llm/defaul t.aspx
REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
1.2 06/21/13
Procedure Title: Localized Labor Lifecycle – Identification
Page 4 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0101
DOCUMENT AUTHOR: Melissa Cipriani
QMS STANDARDS
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
Revision 1.0 1.1 1.2
SECTION / PARAGRAPH CHANGED All All All
DATE OF REVISION MM/DD/YY
CHANGE MADE
Initial Entry Revisions to reflect the use of Corrigo WON Revisions to reflect the use of ABM Partner Management Program
02/04/13 02/04/13 06/21/13
8.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. General Managers, ABMFSG Operations Team, ABMFSG Project Management Team, ABMFSG
9.0 APPROVALS PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. FILE REVIEW FIRST APPROVER NAME: BUSINESS UNIT: ABMFSG TITLE: SIGNATURE: ELECTRONIC APPROVAL
SECOND APPROVER NAME: BUSINESS UNIT: ABMFSG TITLE: SIGNATURE: ELECTRONIC APPROVAL
THIRD APPROVER NAME: BUSINESS UNIT: ABMFSG TITLE: SIGNATURE: ELECTRONIC APPROVAL
DOCUMENT HISTORY SECTION: Document created on 02/04/13 by Melissa Cipriani Document modified on 06/21/13 by Melissa Cipriani
Procedure Title: Localized Labor Lifecycle – Identification
Page 5 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0201
BUSINESS UNIT:
ABM Facility Solutions Group 152 Technology, Irvine, CA 92618
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: Localized Labor Prequalification
AREA: Operations TYPE OF PROCEDURE: Profile Customer
QMS STANDARDS
DOCUMENT NUMBER: WI-ABMFSG-0201 REVISION: 1.2
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Review Process 06/21/13
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE The use of localized labor providers in the delivery of ABMFSG services is sometimes preferred over inhouse labor; it can provide savings to ABMFSG through cost avoidance of overhead or burden costs which should equate to higher margins. However, the transfer of labor from in-house staff to localized labor providers does not relinquish our responsibility to ensure that customer expectations are either met or exceeded. This is made possible by prequalifying the localized labor provider based on a minimum set of requirements prior to contracting any of their services. Through the prequalification process and features used in the ABM Partner Management Program (herein after referred to as the “Program”), we can minimize the risk of employing vendors who are not a good match with our standards and customer expectations. This Work Instruction provides the policies and procedures for the prequalification process for localized labor providers at ABMFSG. This Work Instruction is in support of SOP-0052 Profile Customer. The Profile Customer phase of our Master Business Process ensures “Quality in Perception” by setting minimum requirements for evaluating and qualifying prospective vendors to determine if they are a good match for the Linc Group and its customers. Please see section 5.0 for a link to SOP-0052. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES
It is the responsibility of the project management and operations teams to read and abide by the provisions of this policy. It is the responsibility of the project development manager to ensure compliance to the provisions of this policy.
2.2 APPROVAL / ESCALATION RESPONSIBILITIES
Procedure Title: Localized Labor Lifecycle – Prequalification
Page 1 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0201
QMS STANDARDS
The General Managers and the Office of the President are the points of escalation for all matters contested and inquired upon with regards to this policy. 3.0 PROCEDURE (SOP OR WI STEPS) 3.1 Disqualification The prequalification process determines whether a potential localized labor provider meets the prequalification requirements. The requirements are not subject to interpretation or opinion; these requirements have financial and legal ramifications to the organizations which cannot be usurped without written approval from management. A vendor who does not meet our prequalification requirements will not be used by ABMFSG and therefore, will not be added to the Program. 3.2 Re-submit for Prequalification A vendor can be reviewed annually for prequalification and can be added to the Program if they successfully meet our prequalification requirements. 3.3 When is Prequalification Required The prequalification process must be applied to all potential localized labor providers. 3.4 Steps for Prequalifying a Localized Labor Provider STEP
WHAT
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
1.
Send potential vendor the “welcome letter”
Before prequalifying
Project Management Staff Operations
Letter Template:
2.
Ensure that the vendor has met the minimum Identification process criteria
Before prequalifying
Project Management Staff Operations
R-WI-ABMFSG-0101-2
3.
Review minimum set of prequalification requirements
Before requesting information
Project Management Staff Operations
R-WI-ABMFSG-0201-3
4.
Validate information provided by vendor
Before prequalifying vendor
Project Management Staff Operations
Procedure Title: Localized Labor Lifecycle – Prequalification
https://portal.thelincgroup.com/sites/li nccos/fieldcentrixdeployment/Corrigo/ 10%20Corrigo%20Vendor%20Welco me%20Letter%20From%20Requestor %20Sample%2020110725.docx https://portal.thelincgroup.com/sites/ ABMFSG/operations/llm/Lists/RWIABM FSG01011%20Minimum%20Requirem ents%20for%20Localized%20Lab/AllIt ems.aspx
https://portal.thelincgroup.com/sites/ ABMFSG/operations/llm/Lists/RWIABM FSG01011%20Minimum%20Requirem ents%20for%20Localized%20Lab/AllIt ems.aspx Video not yet available in course: https://publicportal.thelincgroup.com/ education4you/Corrigo/default.aspx
Page 2 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0201
4.0
QMS STANDARDS
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: LEXICON LIBRARY TERM ABMFSG, Facility Solutions Group ABM Partner Management Program Localized Labor SOP, Standard Operating Procedure WI, Work Instruction
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME SOP-0052 Profile Customer R-WI-ABMFSG-0201-1 Process Map R-WI-ABMFSG-0201-3 Prequalification Requirements
LOCATION https://portal.thelincgroup.com/sites/qmslinks/releasedlibrary/Th e%20Linc%20Group%20Corporate/Forms/AllItems.aspx https://portal.thelincgroup.com/sites/qmslinks/releasedlibrary/Re ference%20Documents%20%20Linc%20Electrical/Forms/AllItem s.aspx https://portal.thelincgroup.com/sites/ABMFSG/operations/llm/List s/RWIABMFSG01011%20Minimum%20Requirements%20for%20 Localized%20Lab/AllItems.aspx
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 Localized Labor Requirements List
LOCATION Example: https://tlgpartners.thelincgroup.com/allianceshome/llelocalizedla bor/Web%20Pages/Prequalification%20Requirements%20List.as px
8.0 REVISION HISTORY Procedure Title: Localized Labor Lifecycle – Prequalification
Page 3 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0201
REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
QMS STANDARDS
1.2 06/21/13
DOCUMENT AUTHOR: Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
Revision 1.0 1.1 1.2
SECTION / PARAGRAPH CHANGED All All All
DATE OF REVISION MM/DD/YY
CHANGE MADE
Initial Entry Revisions to reflect the use of Corrigo WON Revisions to reflect the use of ABM Partner Management Program
02/04/13 02/04/13 06/21/13
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. General Managers, ABMFSG Operations Team, ABMFSG Project Management Team, ABMFSG Legal, ABM
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: BUSINESS UNIT: ABMFSG TITLE: SIGNATURE: ELECTRONIC APPROVAL
SECOND APPROVER NAME: BUSINESS UNIT: ABMFSG TITLE: SIGNATURE: ELECTRONIC APPROVAL
Procedure Title: Localized Labor Lifecycle – Prequalification
THIRD APPROVER NAME: BUSINESS UNIT: ABMFSG TITLE: SIGNATURE: ELECTRONIC APPROVAL
Page 4 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0201
QMS STANDARDS
DOCUMENT HISTORY SECTION: Document created on 02/04/13 by Melissa Cipriani Document modified on 06/21/13 by Melissa Cipriani
Procedure Title: Localized Labor Lifecycle – Prequalification
Page 5 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0301
BUSINESS UNIT:
ABM Facility Solutions Group 152 Technology, Irvine, CA 92618
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: Addition to the Work Order Network
AREA: Operations TYPE OF PROCEDURE: Needs Assessment
QMS STANDARDS
DOCUMENT NUMBER: WI-ABMFSG-0301 REVISION: 1.2
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Review Process 06/21/13
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE Localized labor providers are added to our labor pool or the ABM Partner Management Program (herein after referred to as the “Program”) after a thorough process of prequalification has been completed. Their addition to the Program ensures an efficient process when mobilizing for a project. This Work Instruction provides the policies and procedures for the addition of localized labor providers to our labor pool, also referred to as the Program. This Work Instruction is in support of SOP-0053 Needs Assessment, of our Master Business Process. Please see section 5.0 for a link to SOP-0053. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES
It is the responsibility of the project management and operations teams to read and abide by the provisions of this policy. It is the responsibility of the project development manager to ensure compliance to the provisions of this policy.
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The General Managers and the Office of the President are the points of escalation for all matters contested and inquired upon with regards to this policy.
Procedure Title: Localized Labor Lifecycle – Addition to WON
Page 1 of 4
CONTROLLED DOCUMENT: WI-ABMFSG-0301
QMS STANDARDS
3.0 PROCEDURE (SOP OR WI STEPS) 3.1 The Network Adding a localized labor provider to the Program simply means the vendor has met our prequalification requirements. Only the localized labor providers added to the Program can be used by ABMFSG. Exceptions to this policy must be approved by the General Manager. 3.2 Updating the Program STEP 1.
2.
3.
4.
4.0
WHAT Change the status of the vendor in the Program Notify the vendor of their addition to the Program Enter vendor information into financial management system Vendor can sign into the Program site
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
When the provider has met the prequalification requirements When the provider has fulfilled all the requirements
Operations/Sales
Training video has not been added to course:
After W-9 information has been provided
Accounting
Manual and unique process in the Financial Management System
After vendor has been entered into the financial management system
Operations/Sales
Training video has not been added to course:
https://publicportal.thelincgroup.com/ education4you/Corrigo/default.aspx
Operations/Sales
Training video has not been added to course:
https://publicportal.thelincgroup.com/ education4you/Corrigo/default.aspx
https://publicportal.thelincgroup.com/ education4you/Corrigo/default.aspx
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: LEXICON LIBRARY TERM ABMFSG, ABM Facility Solutions Group ABM Partner Management Program Localized Labor SOP, Standard Operating Procedure WI, Work Instruction
Procedure Title: Localized Labor Lifecycle – Addition to WON
Page 2 of 4
CONTROLLED DOCUMENT: WI-ABMFSG-0301
QMS STANDARDS
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME SOP-0053 Needs Assessment
LOCATION
R-WI-ABMFSG-0301-1 Process Map
https://portal.thelincgroup.com/sites/qmslinks /releasedlibrary/Reference%20Documents%20 %20Linc%20Electrical/Forms/AllItems.aspx
https://portal.thelincgroup.com/sites/qmslinks/releasedlibrary/Th e%20Linc%20Group%20Corporate/Forms/AllItems.aspx
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Training Course
LOCATION https://publicportal.thelincgroup.com/education4you/Corrigo/def ault.aspx
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS
LOCATION
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
1.2 02/04/13
DOCUMENT AUTHOR: Melissa Cipriani
Procedure Title: Localized Labor Lifecycle – Addition to WON
DOCUMENT MANAGER: Melissa Cipriani
Page 3 of 4
CONTROLLED DOCUMENT: WI-ABMFSG-0301
QMS STANDARDS
REASON FOR CHANGE:
Revision 1.0 1.1 1.2
SECTION / PARAGRAPH CHANGED All All All
DATE OF REVISION MM/DD/YY
CHANGE MADE
Initial Entry Revisions to reflect the use of Corrigo WON Revisions to reflect the use of ABM Partner Management Program
02/04/13 02/04/13 06/21/13
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Accounting Team, ABMFSG General Managers, ABMFSG Operations Team, ABMFSG Project Management Team, ABMFSG Sales Team, ABMFSG
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: BUSINESS UNIT: ABMFSG TITLE: SIGNATURE: ELECTRONIC APPROVAL
SECOND APPROVER NAME: BUSINESS UNIT: ABMFSG TITLE: SIGNATURE: ELECTRONIC APPROVAL
THIRD APPROVER NAME: BUSINESS UNIT: ABMFSG TITLE: SIGNATURE: ELECTRONIC APPROVAL
DOCUMENT HISTORY SECTION: Document created on 02/04/13 by Melissa Cipriani Document modified on 06/21/13 by Melissa Cipriani
Procedure Title: Localized Labor Lifecycle – Addition to WON
Page 4 of 4
CONTROLLED DOCUMENT: WI-ABMFSG-0502
BUSINESS UNIT:
ABM Facility Solutions Group 152 Technology, Irvine, CA 92618
STANDARD TYPE:
Work Instruction
QMS STANDARDS
PROCEDURE TITLE: On Boarding for Localized Labor Providers
DOCUMENT NUMBER: WI-ABMFSG-0502 REVISION: 1.2
AREA: Operations
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
TYPE OF PROCEDURE: Transition and Validation
Review Process 06/21/13
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE ABM Facility Solutions Group believes in properly indoctrinating its localized labor providers to the policies and customer service standards we subscribe to as an organization in order to meet the expectations of our customers. This process is known as the On Boarding process. Similar to the On Boarding process that our new employees are provided, our vendors are also given an opportunity to learn more about our organization prior to the inception of services. This Work Instruction provides the policies and procedures for the On Boarding of localized labor providers. This Work Instruction is in support of SOP-0054 Transition and Validation, of our Master Business Process. Please see section 5.0 for a link to SOP-0054. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES
It is the responsibility of the project management and operations teams to read and abide by the provisions of this policy. It is the responsibility of the project development manager to ensure compliance to the provisions of this policy.
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The General Managers and the Office of the President are the points of escalation for all matters contested and inquired upon with regards to this policy.
Procedure Title: Localized Labor Lifecycle – On Boarding
Page 1 of 4
CONTROLLED DOCUMENT: WI-ABMFSG-0502
QMS STANDARDS
3.0 PROCEDURE (SOP OR WI STEPS) 3.1 Compliance to On Boarding Process The On Boarding process is a critical step in the lifecycle of a localized labor provider. Although it is primarily a process of awareness for our vendors, they are expected to abide by the provisions in the On Boarding page. Non-compliance may lead to a vendor’s termination as a qualified ABMFSG localized labor provider. 3.2 Completing the On Boarding Process
STEP 1. 2.
3.
4.
4.0
WHAT
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
Create external user account for vendor contact Send link to On Boarding page to prequalified vendor; give vendor up to 1 week to complete Complete all four steps in On Boarding process
Prior to on boarding
Operations/Sales
QuickTip: How to create external user account
Prior to commencing any work
Operations/Sales
On Boarding
Prior to commencing any work
Prequalified Localized Labor Provider
Update status in WON
Prior to commencing any work
Operations/Sales
https://tlgfamily.thelincgroup.com/tlgo nboarding/vendorsonboarding/default. aspx
On Boarding
https://tlgfamily.thelincgroup.com/tlgo nboarding/vendorsonboarding/default. aspx Training video not yet available in course: https://publicportal.thelincgroup.com/ education4you/Corrigo/default.aspx
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: LEXICON LIBRARY TERM ABMFSG, ABM Facility Solutions Group Localized Labor On Boarding SOP, Standard Operating Procedure WI, Work Instruction
Procedure Title: Localized Labor Lifecycle – On Boarding
Page 2 of 4
CONTROLLED DOCUMENT: WI-ABMFSG-0502
QMS STANDARDS
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME SOP-0054 Transition and Validation R-WI-ABMFSG-0502-1 Process Map
LOCATION https://portal.thelincgroup.com/sites/qmslinks/releasedlibrary/Th e%20Linc%20Group%20Corporate/Forms/AllItems.aspx https://portal.thelincgroup.com/sites/qmslinks/releasedlibrary/Re ference%20Documents%20%20Linc%20Electrical/Forms/AllItem s.aspx
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Training Course
LOCATION https://publicportal.thelincgroup.com/education4you/Corrigo/def ault.aspx
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS On Boarding
LOCATION https://tlgfamily.thelincgroup.com/tlgonboarding/vendorsonboar ding/default.aspx
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
1.2 06/21/13
DOCUMENT AUTHOR: Melissa Cipriani
Procedure Title: Localized Labor Lifecycle – On Boarding
DOCUMENT MANAGER: Melissa Cipriani
Page 3 of 4
CONTROLLED DOCUMENT: WI-ABMFSG-0502
QMS STANDARDS
REASON FOR CHANGE:
Revision 1.0 1.1 1.2
SECTION / PARAGRAPH CHANGED All All All
DATE OF REVISION MM/DD/YY
CHANGE MADE
Initial Entry Revisions to reflect the use of Corrigo WON Revisions to reflect the use of ABM Partner Management Program
02/04/13 02/04/13 06/21/13
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. General Managers, ABMFSG Operations Team, ABMFSG Project Management Team, ABMFSG Sales Team, ABMFSG
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: BUSINESS UNIT: ABMFSG TITLE:
SIGNATURE: ELECTRONIC APPROVAL
SECOND APPROVER NAME: BUSINESS UNIT: ABMFSG TITLE:
SIGNATURE: ELECTRONIC APPROVAL
THIRD APPROVER NAME: BUSINESS UNIT: ABMFSG TITLE:
SIGNATURE: ELECTRONIC APPROVAL
DOCUMENT HISTORY SECTION: Document created on 02/04/13 by Melissa Cipriani Document modified on 06/21/13 by Melissa Cipriani
Procedure Title: Localized Labor Lifecycle – On Boarding
Page 4 of 4
CONTROLLED DOCUMENT: WI-ABMFSG-0603
BUSINESS UNIT:
ABM Facility Solutions Group 152 Technology, Irvine, CA 92618
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: Delivery of Services
AREA: Operations TYPE OF PROCEDURE: Delivery
QMS STANDARDS
DOCUMENT NUMBER: WI-ABMFSG-0603 REVISION: 1.2
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Review Process 06/21/13
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE The delivery of services to our customers is the most critical aspect of any operational cycle. For services provided by a localized labor provider, the quality and efficiency of services provided are the responsibility of both the vendor and the ABMFSG project management or operations team. The management of service requests is handled through the ABM Partner Management Program (herein after referred to as the “Program”). This Work Instruction provides the policies and procedures for the Delivery of Services by a localized labor provider. This Work Instruction is in support of SOP-0056 Delivery, of our Master Business Process. Please see section 5.0 for a link to SOP-0056. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES
It is the responsibility of the project management and operations teams to read and abide by the provisions of this policy. It is the responsibility of the project development manager to ensure compliance to the provisions of this policy.
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The General Managers and the Office of the President are the points of escalation for all matters contested and inquired upon with regards to this policy.
Procedure Title: Localized Labor Lifecycle – Delivery of Services
Page 1 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0603
QMS STANDARDS
3.0 PROCEDURE (SOP OR WI STEPS) 3.1 Subcontractor Agreements and Requirements No work can commence until the following documents have been executed or provided:
Fully executed subcontractor agreements are kept on file for the duration of the vendor’s membership in the Program. Vendor must furnish a performance bond if any work is =/> $100,000 Vendor Proposal or Scope of Work with Cost; not-to-exceed (NTE) proposals will not be accepted – through the Program
3.2 Completing the Scope of Services The localized labor provider must complete all the work as described in the accepted proposal before final payment can be processed. Change order requests must be submitted through the Program and approved by authorized ABMFSG personnel prior to commencing with the change order scope of work. The ABMFSG project manager or a member of the operations team must sign off on completed work prior to issuing final payment to the vendor. 3.3 Delivery of Services
STEP 1.
2.
3.
4.
5. 6.
7. 8.
WHAT
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
Provide subcontractor agreement using scope of work provided by vendor
Prior to commencing any work
Operations/Project Management Team
Subcontractor Agreement Templates – example:
Create a service request in the Program
After items in Section 3.1 have been provided and processed After receipt of notification
Operations/Project Management Team
Training video not yet available in course:
Localized Labor Provider
Training video not yet available in course:
Accept the service request
After viewing service request
Localized Labor Provider
Training video not yet available in course:
Execute scope of work as detailed in the service request Complete the service request in the Program
When work has been scheduled
Localized Labor Provider
Manual Process
When 100% of the scope has been completed
Localized Labor Provider
Training video not yet available in course:
Conduct job walkthrough with localized labor provider Create a new service request if punch list items were observed
When work has been completed
Project Manager/Operations Team Project Manager/Operations Team
Manual Process
Sign into the Program
If any work as outlined in agreement has
Procedure Title: Localized Labor Lifecycle – Delivery of Services
https://portal.thelincgroup.com/sites/ll e/operations/llm/Templates/Forms/AllI tems.aspx
https://publicportal.thelincgroup.com/ education4you/Corrigo/default.aspx
https://publicportal.thelincgroup.com/ education4you/Corrigo/default.aspx
https://publicportal.thelincgroup.com/ education4you/Corrigo/default.aspx
https://publicportal.thelincgroup.com/ education4you/Corrigo/default.aspx
Training video not yet available in course: https://publicportal.thelincgroup.com/
Page 2 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0603
STEP
9.
4.0
WHAT
Sign off on completed work
QMS STANDARDS
WHEN
COMPETENCY (WHO)
not been completed When job walkthru has been completed and all work has been completed to ABFMSG satisfaction
HOW (TOOLS) education4you/Corrigo/default.aspx
Project Manager/Operations Team
Training video not yet available in course: https://publicportal.thelincgroup.com/ education4you/Corrigo/default.aspx
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: LEXICON LIBRARY TERM ABMFSG, ABM Facility Solutions Group ABM Partner Management Program Localized Labor Punch List SOP, Standard Operating Procedure WI, Work Instruction
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME SOP-0056 Delivery R-WI-ABMFSG-0603-1 Process Map
LOCATION https://portal.thelincgroup.com/sites/qmslinks/releasedlibrary/Th e%20Linc%20Group%20Corporate/Forms/AllItems.aspx https://portal.thelincgroup.com/sites/qmslinks/releasedlibrary/Re ference%20Documents%20%20Linc%20Electrical/Forms/AllItem s.aspx
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Training Course
Procedure Title: Localized Labor Lifecycle – Delivery of Services
LOCATION https://publicportal.thelincgroup.com/education4you/Corrigo/def ault.aspx
Page 3 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0603
QMS STANDARDS
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Templates (examples)
LOCATION https://portal.thelincgroup.com/sites/lle/operations/llm/Template s/Forms/AllItems.aspx
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
1.2 06/21/13
DOCUMENT AUTHOR: Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
Revision 1.0 1.1 1.2
SECTION / PARAGRAPH CHANGED All All All
CHANGE MADE
Initial Entry Revisions to reflect the use of Corrigo WON Revisions to reflect the use of ABM Partner Management Program
DATE OF REVISION MM/DD/YY 02/04/13 02/04/13 06/21/13
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. General Managers, ABMFSG Operations Team, ABMFSG Project Management Team, ABMFSG
Procedure Title: Localized Labor Lifecycle – Delivery of Services
Page 4 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0603
10.0
QMS STANDARDS
APPROVALS
PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. FILE REVIEW FIRST APPROVER NAME: BUSINESS UNIT: TITLE:
SIGNATURE: ELECTRONIC APPROVAL
SECOND APPROVER NAME: BUSINESS UNIT: TITLE:
SIGNATURE: ELECTRONIC APPROVAL
THIRD APPROVER NAME: N/A BUSINESS UNIT: TITLE:
SIGNATURE: ELECTRONIC APPROVAL
DOCUMENT HISTORY SECTION: Document created on 02/04/13 by Melissa Cipriani Document modified on 06/21/13 by Melissa Cipriani
Procedure Title: Localized Labor Lifecycle – Delivery of Services
Page 5 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0704
BUSINESS UNIT:
ABM Facility Solutions Group 152 Technology, Irvine, CA 92618
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: Post Assessment
AREA: Operations TYPE OF PROCEDURE: Measurement and Verification
QMS STANDARDS
DOCUMENT NUMBER: WI-ABMFSG-0704 REVISION: 1.2
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Review Process 06/21/13
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE The completion of work is a good opportunity to measure the quality of services provided by a localized labor provider. It is at this time that we can validate the veracity of promises made and the caliber of the talent we contracted to do the work on our behalf. This phase of the localized labor provider lifecycle allows us to subjectively and objectively measure the quality of services provided. This Work Instruction provides the policies and procedures for the completion of the Post Assessment process. This Work Instruction is in support of SOP-0057 Measurement and Validation, of our Master Business Process. Please see section 5.0 for a link to SOP-0057. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES
It is the responsibility of the project management and operations teams to read and abide by the provisions of this policy. It is the responsibility of the project development manager to ensure compliance to the provisions of this policy.
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The General Managers and the Office of the President are the points of escalation for all matters contested and inquired upon with regards to this policy.
Procedure Title: Localized Labor Lifecycle – Post Assessment
Page 1 of 4
CONTROLLED DOCUMENT: WI-ABMFSG-0704
QMS STANDARDS
3.0 PROCEDURE (SOP OR WI STEPS)
STEP
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
1.
Fill out postassessment questionnaire
Work is 100% completed by vendor
Project Manager/Operations Team
Example:
2.
Enter Post Assessment Score in Collaborative Solution record for localized labor provider Follow up with localized labor provider on the results of the post assessment
After completing questionnaire
Project Manager/Operations Team
Collaborative Solution – to be identified or developed
After completing the assessment
Project Manager/Operations Team
Manual process
3.
4.0
WHAT
https://tlgpartners.thelincgroup.com/a llianceshome/llelocalizedlabor/Lists/Ve ndor%20Post%20Assessment%20Que stionnaire/AllItems.aspx
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: LEXICON LIBRARY TERM ABMFSG, ABM Facility Solutions Group Localized Labor WI, Work Instruction
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME SOP-0057 Measurement and Verification R-WI-ABMFSG-0704-1 Process Map
Procedure Title: Localized Labor Lifecycle – Post Assessment
LOCATION https://portal.thelincgroup.com/sites/qmslinks/releasedlibrary/Th e%20Linc%20Group%20Corporate/Forms/AllItems.aspx https://portal.thelincgroup.com/sites/qmslinks/releasedlibrary/Re ference%20Documents%20%20Linc%20Electrical/Forms/AllItem s.aspx
Page 2 of 4
CONTROLLED DOCUMENT: WI-ABMFSG-0704
QMS STANDARDS
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 Post Assessment Questionnaire
LOCATION Example: https://tlgpartners.thelincgroup.com/allianceshome/llelocalizedla bor/Lists/Vendor%20Post%20Assessment%20Questionnaire/AllIt ems.aspx
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
1.2 06/21/13
DOCUMENT AUTHOR: Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
Revision 1.0 1.1 1.2
SECTION / PARAGRAPH CHANGED All All All
CHANGE MADE
Initial Entry Revisions to reflect the use of Corrigo WON Revisions to reflect the use of ABM Partner Management Program
Procedure Title: Localized Labor Lifecycle – Post Assessment
DATE OF REVISION MM/DD/YY 02/04/13 02/04/13 06/21/13
Page 3 of 4
CONTROLLED DOCUMENT: WI-ABMFSG-0704
QMS STANDARDS
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. General Managers, ABMFSG Operations Team, ABMFSG Project Management Team, ABMFSG
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: BUSINESS UNIT: ABMFSG TITLE:
SIGNATURE: ELECTRONIC APPROVAL
SECOND APPROVER NAME: BUSINESS UNIT: ABMFSG TITLE:
SIGNATURE: ELECTRONIC APPROVAL
THIRD APPROVER NAME: BUSINESS UNIT: ABMFSG TITLE:
SIGNATURE: ELECTRONIC APPROVAL
DOCUMENT HISTORY SECTION: Document created on 02/04/13 by Melissa Cipriani Document modified on 06/21/13 by Melissa Cipriani
Procedure Title: Localized Labor Lifecycle – Post Assessment
Page 4 of 4
CONTROLLED DOCUMENT: WI-ABMFSG-0802
BUSINESS UNIT:
ABM Facility Solutions Group 152 Technology, Irvine, CA 92618
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: Localized Labor Evaluation or CARE
AREA: Operations TYPE OF PROCEDURE: Customer Scorecard and Industry Benchmark
QMS STANDARDS
DOCUMENT NUMBER: WI-ABMFSG-0802 REVISION: 1.2
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Review Process 06/21/13
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE ABM Facility Solutions Group (ABMFSG) is committed to ensuring that the customer’s expectations and needs are met and, in some cases exceeded, by soliciting their feedback at the completion of the services provided. The information gathered from the customer’s feedback is designed to help ABMFSG continually improve their services and the processes by which they are delivered. The process of contacting the customer, gathering the data, and posting the feedback for analysis and action, is referred to as the CARE Program at ABMFSG. This Work Instruction (WI) provides the policies for the evaluation of our localized labor providers through the CARE Program at ABMFSG. The CARE Program is handled through the ABM Partner Management Program (herein after referred to as the “Program”) via an automated process of soliciting feedback as each service request is completed. This Work Instruction is in support of The Linc Group’s SOP-0058, Customer Scorecard and Industry Benchmark. It ensures “Quality in Perception” by describing the minimum requirements for measuring Customer Satisfaction and Company Performance against industry benchmarks. Internally our business process supports a check, and double check of our customers’ needs and our validation thereof. Here, in the client scorecard area is really where the rubber hits the road. We are validating that what we have done, and said we have done, in our business case, actually hit the marks. Here we will see related procedures and instructions, which control the audit process of customer feedback, and how the information will be used to guarantee that we are continuously improving in the customer’s eyes. Please see section 5.0 for a link to SOP-0058. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES
It is the responsibility of the project management and operations teams to read and abide by the provisions of this policy. It is the responsibility of the project development manager to ensure compliance to the provisions of this policy.
Procedure Title: Localized Labor Lifecycle – Localized Labor Evaluation or CARE
Page 1 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0802
QMS STANDARDS
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The General Managers and the Office of the President are the points of escalation for all matters contested and inquired upon with regards to this policy. 3.0 PROCEDURE (SOP OR WI STEPS) 3. 1 What is CARE? Customer Assurance, Review and Evaluation or CARE is the program by which the level of Customer satisfaction is obtained, measured and analyzed as a means of continually improving service delivery practices. Its objectives are to: Learn from customer feedback Validate that customer’s expectations were met (do the right things) Validate that procedures were followed (do things the right way) Validate that the agreed upon scope was delivered Foster a continuous improvement and learning culture Maintain a “hands-on” relationship with the customer 3.2 Rating a Localized Labor Provider The ability to rate a service provider is an automated process handled via the ABM Partner Management Program. What does it measure? The categories listed below are calculated by the system which provides an average rating of the vendor that can be used as a deciding factor on whether to use their services in the future.
Overall Vendor Grade Compliance Score Positive Feedback Score
3.3 How does it work? STEP
WHAT
1.
Solicit feedback from the customer
2.
Provide rating based on items listed in 3.2 above
3.
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
After service request is completed After service request is completed
Program
Automated process in the Program
Customer
Vendor rating is produced and can be viewed
After feedback is provided
Program
4.
Look up higher rated vendors
Looking for possible vendors
Operations Team
5.
Follow CARE Review Process
Recurring basis
Quality Manager Operations Team
Training video not yet available in course: https://publicportal.thelincgroup.com/ education4you/Corrigo/default.aspx Training video not yet available in course: https://publicportal.thelincgroup.com/ education4you/Corrigo/default.aspx Training video not yet available in course: https://publicportal.thelincgroup.com/ education4you/Corrigo/default.aspx Process not yet available
Procedure Title: Localized Labor Lifecycle – Localized Labor Evaluation or CARE
Page 2 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0802
4.0
QMS STANDARDS
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: LEXICON LIBRARY TERM ABMFSG, ABM Facility Solutions Group ABM Partner Management Program CARE Localized Labor SOP, Standard Operating Procedure FSG, Facility Solutions Group WI, Work Instruction
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME SOP-0058 Customer Scorecard and Industry Benchmark R-WI-ABMFSG-0802-1 Process Map
LOCATION https://portal.thelincgroup.com/sites/qmslinks/releasedlibrary/Th e%20Linc%20Group%20Corporate/Forms/AllItems.aspx https://portal.thelincgroup.com/sites/qmslinks/releasedlibrary/Re ference%20Documents%20%20Linc%20Electrical/Forms/AllItem s.aspx
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Training Course
LOCATION https://publicportal.thelincgroup.com/education4you/Corrigo/def ault.aspx
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS
LOCATION
Procedure Title: Localized Labor Lifecycle – Localized Labor Evaluation or CARE
Page 3 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0802
QMS STANDARDS
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
1.2 06/21/13
DOCUMENT AUTHOR: Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
Revision 1.0 1.1 1.2
SECTION / PARAGRAPH CHANGED All All All
DATE OF REVISION MM/DD/YY
CHANGE MADE
Initial Entry Revisions to reflect the use of Corrigo WON Revisions to reflect the use of ABM Partner Management Program
02/04/13 02/04/13 06/21/13
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. General Managers, ABMFSG Operations Team, ABMFSG Project Management Team, ABMFSG
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: BUSINESS UNIT: ABMFSG TITLE: SIGNATURE: ELECTRONIC APPROVAL
SECOND APPROVER NAME: BUSINESS UNIT: ABMFSG TITLE: SIGNATURE: ELECTRONIC APPROVAL
Procedure Title: Localized Labor Lifecycle – Localized Labor Evaluation or CARE
THIRD APPROVER NAME: BUSINESS UNIT: ABMFSG TITLE: SIGNATURE: ELECTRONIC APPROVAL
Page 4 of 5
CONTROLLED DOCUMENT: WI-ABMFSG-0802
QMS STANDARDS
DOCUMENT HISTORY SECTION: Document created on 02/04/13 by Melissa Cipriani Document modified on 06/21/13 by Melissa Cipriani
Procedure Title: Localized Labor Lifecycle – Localized Labor Evaluation or CARE
Page 5 of 5
Business Unit: ABM Facility Solutions Process Name/ID: Localized Labor Lifecycle/R-WI-TLG-1106-1 Revision Date: 111012MC
Process Start
NO
Process End
Relationships: > Owned affiliates > Franchisees > Partnerships > Organized Labor Pools
Localized Labor Identification
Localized Labor Evaluation (CARE)
WI-ABMFSG-
WI-ABMFSG0802
Master Business Process
0101
Qualified?
Criteria: (not limited to) > Trade Licenses > Certifications > Insurance > References > Safety Compliance Practices
NO
PreQualification
PostAssessment
WI-ABMFSG0201
WI-ABMFSG0704
Functional Roles: Accounting Customer Localized Labor Management
YES
Operations Team Localized Labor Sources
Addition to Work Order Networkl
Qualified?
YES
Work Delivery
WI-ABMFSG-
WI-ABMFSG-
0301
0603
Project Coordinator Project Manager Quality Sales
On-Boarding WI-ABMFSG0502
Safety Coordinator NODE:
1.0.0
TITLE:
ABMFSG: Localized Labor Lifecycle
NO.:
111012MC
Localized Labor Sources
Business Unit: ABM Facility Solutions Process Name/ID: Localized Labor Lifecycle | Identification | R-WI-ABMFSG-0201-1 Revision Date: 130621MC
Project Manager/ Sales
Process Start
See list of owned ABMFS offices that do electrical work
See list of preferred partners in (TBD)
See list of franchisees
Contact relationships for each State, in this order: 1. Owned affiliates 2. Franchisees 3. Partnerships 4. Organized Labor Pools
Proactive
Red Text = Developed Tools Blue Text = Tools/Process to be Developed
See websites for referrals from organized labor pools
Ask for a minimum of 5 referrals based on list of minimum criteria Ref Doc: R-WI-###-0101-2
No
Reactive
Check list of qualified localized vendors in ABM Partner Management Program (WON) in the location of the project
Were any found?
Operations
Yes
NODE:
Proceed to next step in Localized Labor Management WI-###-0302 Scope of Work Review
2.0.0
TITLE:
Enter new vendor in ABM Partner Management Program (WON)
ABMFSG: Localized Labor Lifecycle
Process End
NO.:
130621MC
Localized Labor
Business Unit: ABM Facility Solutions Group Process Name/ID: Localized Labor Lifecycle | Pre-qualification | R-WI-ABMFSG-0201-1 Revision Date: 130621MC
Red Text = Developed Tools Blue Text = Tools/Process to be Developed
Meets minimum requirements?
Update No
ABM Partner Management Program (WON)
Project Manager/ Sales
Process Start Process End
Review minimum requirements have been met
Validate information provided by vendor in ABM Partner Management Program (WON)
Operations
Send potential vendor Welcome Letter and Access to ABM Partner Management Program (WON)
NODE:
2.0.0
TITLE:
ABMFSG: Localized Labor Lifecycle
NO.:
130621MC
Operations
Business Unit: ABM Facilities Solutions Group Process Name/ID: Localized Labor Lifecycle | Addition to WON | R-WI-ABMFSG-0301-1 Revision Date: 130621MC
Process Start
Project Management/ Sales
Minimum requirements Met?
Process End
No
Update status in ABM Partner Management Program (WON)
>W9 >Insurance Certificate >General Subcontractor Agreement Etc.
Yes
Update ABM Partner Management Program (WON)
Accounting NODE:
Red Text = Developed Tools Blue Text = Tools/Process to be Developed
Obtain necessary documents from vendor; through ABM Partner Management Program (WON), send to Accounting
Enter vendor into System
2.0.0
TITLE:
Notify operations that Vendor has been added to ABM Partner Management Program (WON)
Process End
ABMFSG: Localized Labor Lifecycle
NO.:
130621MC
Localized Labor
Business Unit: ABM Facility Solutions Group Process Name/ID: Localized Labor Lifecycle | On Boarding | R-WI-ABMFSG-0502-1 Revision Date: 130621MC
Process Start
Complete On Boarding requirements
Red Text = Developed Tools Blue Text = Tools/Process to be Developed
Completed?
No
Update ABM Partner Management Program (WON)
Safety Coordinator
Yes
Project Manager/Sales/ Project Coordinator
Receives notification of Safety Policy acknowledgement
NODE:
Create external user account for primary Vendor contact
2.0.0
TITLE:
Send link to on boarding page
Process End
Receives notification that On Boarding Process is completed
ABMFSG: Localized Labor Lifecycle
NO.:
130621MC
Business Unit: ABM Facility Solutions Group Process Name/ID: Localized Labor Lifecycle | Delivery of Services | R-WI-ABMFSG-0603-1 Revision Date: 130621MC
Red Text = Developed Tools Blue Text = Tools/Process to be Developed
Localized Labor
Process End No
Execute Scope of Work while following Rules of Engagement
Project Manager/Sales
Scope of Work Completed?
Obtain fully executed Subcontractor Agreement for specific project
2.0.0
TITLE:
Yes
Yes
Process Start
Must include WI-###-1119 Localized Labor Rules of Engagement with Subcontractor Agreement
Complete service request in ABM Partner Management Program (WON)
No
Executed?
Operations NODE:
Accept service request in ABM Partner Management Program (WON)
Proceed with PostAssessment Process
Create service request in ABM Partner Management Program (WON) Process End
ABMFSG: Localized Labor Lifecycle
NO.:
130621MC
Localized Labor
Business Unit: ABM Facility Solutions Group Process Name/ID: Localized Labor Lifecycle | Post-Assessment | R-WI-ABMFSG-00704-1 Revision Date: 130621MC
Red Text = Developed Tools Blue Text = Tools/Process to be Developed
Process Start
Score >70?
Yes
No
Project Manager/ Operations
Primary project manager or dispatcher must complete postassessment questionnaire
NODE:
Update Collaborative Solution Localized Labor PostAssessment boxes
Update Localized Labor Status = Disqualified
Proceed with CARE Process
Process End
2.0.0
TITLE:
ABMFSG: Localized Labor Lifecycle
NO.:
130621MC
Localized Labor
Business Unit: ABM Facility Solutions Group Process Name/ID: Localized Labor Lifecycle | Localized Labor Evaluation/CARE | R-WI-ABMFSG-0802-1 Revision Date: 130621MC
Operations
Notify of performance feedback
Process Start
Customer
Solicit feedback from Customer through ABM Partner Management Program (WON)
Look up higher rated vendors when assigning service requests
Provide rating based on: > Overall grade > Compliance > Positive Feedback
Quality/Mgmt/ Localized Labor Source NODE:
Red Text = Developed Tools Blue Text = Tools/Process to be Developed
Process End
2.0.0
TITLE:
ABMFSG: Localized Labor Lifecycle
Follow CARE Program Review Process
NO.:
130621MC