How it works Using both local paper-based and remote digital toolsets, ourVOICE is the gathering of reallife service delivery methods employed by our workforce. Using a physical white board, employees in a specific location are requested to submit entries to program challenges by describing their methodology for completing a specific task (as provisioned by our contract) chosen by divisional management and/or location operations staff. Hence, the collective voice of the location is heard with submitted content translated into learning and quality content for organizational consumption. Entries are voted on by the peers of participants at the location, division or organizational levels. For additional information, please visit this link: http://www.abmlq.com/wiabm1501 Benefits The outputs of ourVOICE can bring us perpetual advantages that will have rippling effects throughout, such as: x
Differentiate ourselves from our competition, thereby contributing to organic growth
x
Improve and standardize services delivered to our Customers
x
x
Identify opportunities for improvement as suggested by the people who make it happen in the field Share learned information for organizational consumption
News and Reviews Persona Feedback Frank Duda, General Manager at the ABM Parking Services Denver International Airport (DIA) had this to say about ourVOICE: “We have found the ourVOICE Program to be extremely beneficial on several levels. First and foremost, the entire staff is involved in identifying workplace challenges as opposed to just management, as is usually the case. The ourVOICE Program taps into the spirit of competition that spurs on participation in a way that the usual Suggestion Box has never achieved. An unexpected benefit of this program has been the sense of inclusiveness that results from having the challenge and associated program materials displayed in multiple languages which received a tremendous positive response. (DIA has employees who are fluent in Spanish and Amharic in addition to English.)�
ourVOICE Listen, Observe, Connect Apply and Leverage
ABM Learning And Quality
Weaving a social fabric that compels inherent collaboration. Connect with us abmlq.com facebook/abmlq twitter/abmlq
ABM Learning and Quality Perpetual results. EASI adoption.
Overview While there are many advanced learning and quality tools available and in use today at ABM, the diversity of, and the means by which we reach our workforce compels us to develop innovative ways to inspire and motivate them in the delivery of ABM services. One such innovation is ourVOICE; a program designed to mine the experience, intuition and innovation from each employee throughout ABM using learning and quality frameworks. The Program allows us to: Listen—hear the voices of our employees Observe—how employees are inspired to do and say more Connect—all employees and divisions to blur the business unit lines Apply—employee suggestions to better serve our customers Leverage—our collective workforce expertise Current Situation ABM’s long history of exemplary service in many markets is largely due to our most important asset, our employees. The diversity and sheer volume of our workforce make it necessary to find innovative ways to communicate and listen to their feedback. Technology is an important competitive edge at ABM. However, it is not always the best way to compel our employees to collaborate with each other. ourVOICE is a rudimentary and communal method of doing just that. The voices of employees who are often “unreached” by electronic means, can be heard and formalized to help improve service delivery and operational practices.
Promotional Considerations To help promote ourVOICE or invite others to participate in the ourVOICE Program, use this invitation link: http://www.abmlq.com/ eviteourvoice To join in the EASI community discussion, register here: http://www.abmlq.com Technical requirements | End users On-Site Participants: x Access to the ourVOICE Board x Recommended but not required: access to a Facebook account for voting On-Site EASI Supporter: x Access to abmlq.com Technical requirements | Authentication; Servers None required Data sheet | Front-end overview Not applicable Data sheet | Back-end overview Not applicable
Summary ourVOICE creates a conduit for the voice of our employees to be heard and provide social recognition amongst their peers locally and across the enterprise. Aligned to the eight primary ABM services (as seen in Metropolis), we work towards one Unified Workforce and begin the process of blurring the business unit lines. The design goal of ourVOICE is to hear the voices of our employees, our most valuable asset, on the many ways they deliver services and value to our Customers and more importantly, to learn from each other. The cultural benefits are tremendous and the Best Practice aggregation opportunity is nearly unlimited. User Impact Gives our workforce a feeling of appreciation and the confidence to be heard, to let them know they can make a difference.