Qms lfs 0004 jfk iat quality manual by ABMLQ

Business Unit Location

Quality Management System Manual for

John F. Kennedy International Airport Terminal (JFK IAT) Jamaica, New York

June 2006 Version 1.2

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York

Contents Section I: LFS Quality Management System 1.0

QMS Manual Organization 1.1 Revision History 1.2 Maintenance Responsibilities

2.0

Management Statement

3.0

Quality Management System Introduction

4.0

QMS Guiding Principles

5.0

QMS Master Business Process

6.0

The Linc Group QMS Standards 6.1 QMS Documentation Location 6.2 QMS Documentation Types

7.0

Performance Measurements

8.0

QMS Document Inventory

Section II: JFK-IAT Quality Manual 1.0

Standard Operating Procedures

2.0

Process Maps

3.0

Work Instructions

Section III: Addendum 1.0

Procedure and Work Instruction Numbering Conventions

2.0

Procedure and Work Instruction Filename Conventions

3.0

Glossary

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Quality Management System Manual The Linc Group Controlled Document

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York

Section I Quality Management System

Published: June 2006 (Published Draft) Version 1.2

Quality Management System Manual The Linc Group Controlled Document

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York 1.0

QMS Manual Organization This manual is designed to help the employees of Linc Facility Services (LFS) learn about and unleash the power of the The Linc Group Quality Management System (QMS) enabling each and every employee to participate in continually improving our business practices to consistently turn out products and services that enhance customer value, conform to our customer expectations and increase our productivity. This manual is also designed to help LFS Customers, Partners, Prospects, and other interested parties understand our commitment to quality and our fundamental belief that our focus on quality results in our ability to continually meet our customerâ&#x20AC;&#x2122;s expectations with every customer interaction, product and service that we deliver. This manual is organized into three major sections: Section 1 describes The Linc Group and Linc Facility Services Quality Management System Section 2 contains Quality Management System documents describing the actual business processes executed at one of LFSâ&#x20AC;&#x2122;s facilities, John F. Kennedy International Airport Terminal in Jamaica, New York, to deliver customer value Section 3 contains the Addendum or additional supporting documents that may assist practitioners in understanding and executing the processes and concepts outlined in this manual 1.1

Revision History QMS Manual Revision: Original Publication Date: Revision Date:

1.2 January 31, 2006 June 20, 2006

Revision History

1.2

Revision

Date

Description of Change

1.0 1.1 1.2

1/31/06 3/7/06 6/20/06

Original publication Revisions following review with TLG CIO Housekeeping revisions

Maintenance Responsibilities It is the responsibility of The Linc Group Quality Manager to maintain this manual. All inquiries and revision requests may be sent to the following email address: quality@thelincgroup.com.

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Quality Management System Manual The Linc Group Controlled Document

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York 2.0

Management Statement The Linc Group executives are fully committed to cultivating an organizational culture focused on consistently providing our customers with the highest quality products through full support and participation in The Linc Group Quality Management System. The TLG QMS, under the direction of TLG executives has been designed with the following management principles:

3.0

2.1

Customer Focus TLG depends on our customers and therefore, we must understand current and future customer needs, meet customer requirements and strive to exceed expectations.

2.2

Leadership Leaders establish unity of purpose and direction of the organization. TLG must create and maintain the internal environment in which people can become fully involved in achieving the organizations objectives.

2.3

Involvement of People People at all levels are the essence of an organization. Employee involvement enables individuals to grow and directly contribute to the success of TLG.

2.4

Process Approach Consistently delivering customer value is achieved more efficiently when our activities and related resources are managed as a process.

2.5

System Approach to Management Identifying, understanding, and managing interrelated processes as a system, contributes to the effectiveness and efficiency in achieving our objectives.

2.6

Continual Improvement Continual improvement to the TLG overall performance is a permanent objective of our organization.

2.7

Measurements and Factual Approach to Decision Making Effective decisions and priorities are based on objective measurements, analysis and data of our business processes.

2.8

Mutually Beneficial Affiliate and Partner Relationships TLG and its affiliates and partners are interdependent and a mutually beneficial relationship enhances the ability of both to create value.

Quality Management System Introduction The Quality Management System (QMS) defines our systematic approach to consistently turn out products and services that enhance customer value and increase productivity. The Quality Management System provides a means to achieve our objectives; however it is not an end in itself. Our commitment to implement the discipline throughout our organization including measuring organizational performance at all levels and measuring the impact of continual improvement opportunities enables us to succeed in achieving our objectives.

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Quality Management System Manual The Linc Group Controlled Document

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York The basis forming the Quality Management System:

Guiding principles for managing every aspect of our business.

Master Business Process for defining, designing and executing standardized processes to consistently deliver customer value.

Communication and documentation standard and lexicon for company documentation, measurement, corrective and preventive actions and analysis.

Measurement system to measure and analyze performance to continually improve our business management approach and business model to deliver quality products and services that meet customer expectations.

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Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York

4.0

QMS Guiding Principles The TLG Guiding Principles set forth the fundamental business management beliefs of TLG. Everything that we do at TLG is guided by these four tenets. These principles are used by TLG management and employees to lead the organization towards improved performance.

Customer Value

Productivity

Quality In Perception ip sh r e ad e L

gy te ra St

Do the Right Things

Quality In Fact Doing Things Right

al nt inu eme nt Co prov Im

Results

Performance Measurement

Metrics: Customer Value Process Performance

ss ce o Pr

Standardization

Master Business Process Products and Services Management System ISO & Baldrige Framework

Focus on Customer Value - Understanding our customers and having that understanding drive our business. The QMS has built in checks and balances that guide all employees to focus on the value that we create for our customer: • • •

Are we doing the right things? Do our customers perceive the delivery of a quality product? Are we meeting the expectation of our customers?

Focus on Productivity – Evaluating how we deliver products and services. The QMS has built in checks and balances that guide all employees to continually ask: • • •

Are we doing things right? Are our processes enabling us to fulfill the requirements of our customers? Are we learning how to continue to improve and create value?

Standardization - Standardization of business processes provides the foundation to measure customer value creation which is derived from processes, decisions and actions occurring throughout the organization. Standard business processes provide all employees with a roadmap to consistently meet customer expectations from product development to delivering our products and services. Published: June 2006 (Published Draft) Version 1.2

Quality Management System Manual The Linc Group Controlled Document

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York

Performance Measurements – Provide both external and internal feedback essential to: Gauge how well our processes are delivering customer value. Choose the top priority improvements for the business to deliver customer value. Measure actual performance and assess strategy and market focus against customer demands and expectations. 5.0

QMS Master Business Process The QMS Master Business Process describes 8 elements that all “closed loop” business processes contain. By applying these 8 elements to the design and execution of all business processes, we are guaranteed that every process delivers customer value in the most cost effective way. The 8 elements guide all employees to always measure everything that they do from both an internal and external perspective and to identify any corrective or preventive actions that are required to improve our processes and our ability to meet customer expectations. The Business Process steps provide a sequential framework for defining any business process from: • sales of Products and Services, to • day to day delivery of customer commitments, to • solving customer inquiries, to • management planning activities, to • employee education, to • accounts payable processes, • …. For any business process, it may take seconds or weeks to go sequentially from one phase to the other depending on the process that is being defined or executed. Understanding the term customer is essential to the application of the process. Customer is defined as anyone to whom a product, information or service is provided. The ultimate customer inhabits the outside world, external to our business, with money in their pockets that buy our services; every employee also has a customer(s) within the business. Understanding this makes the application of the Master Business processes to all business processes clearer. The Master Business Process also emphasizes innovation and learning by providing the direction to continually ask the questions, for every process and at a macro level: Are we doing things right? And, are we doing the right things?

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Quality Management System Manual The Linc Group Controlled Document

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York

Productivity SOP-0050

Published: June 2006 (Published Draft) Version 1.2

Originate Customer

Customer Scorecard Ind. Benchmark

Profile Customer

Proof of Performance

Needs Assessment

Business Case Development

Transition & Validation

Quality Assurance System

Measurement &Verification

Continual Improvement

Customer Value

Master Business Process

Delivery

020213

Quality Management System Manual The Linc Group Controlled Document

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York 6.0

QMS Documentation 6.1

QMS Documentation Location

All QMS documentation resides in a central repository on the SharePoint Portal within the following SharePoint folder hierarchy: QMS Links: QMS Released Library:

QMS Links: QMS WIP Library:

: :

Standard Operating Procedures Work Instructions: The Linc Group Reference Documents: The Linc Group

Standard Operating Procedures TLG WIP : Work Instructions : Reference Documents

Corrective/Preventive Actions Library

All documents are considered to be â&#x20AC;&#x153;living, breathing documentsâ&#x20AC;? that change as we identify process improvements. To ensure access to the most current documentation please refer to the Portal as this manual will be updated once a quarter at a minimum. All QMS documents are presented in a standard format to make it easier to locate important information and to guide QMS document authors through the thought process of designing and creating comprehensive business process documentation. 6.2

QMS Documentation Types The TLG QMS documentation is comprised of the following four types of documents which go from high level view (SOP) to a detailed instructional document (WI). 1. 2. 3. 4. 6.2.1

Standard Operating Procedures (SOP) Process Maps Work Instructions (WI) Reference Documents

Standard Operating Procedure Standard Operating Procedures are required to document ALL aspects of The Linc Group business model and quality management system. SOPs are created and modified by The Linc Group Quality Team as a result of feedback from the quality management processes at both the Linc Group and Business Unit levels.

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Quality Management System Manual The Linc Group Controlled Document

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York 6.2.2

Process Maps A Process Map is a drawing that describes each step that must be taken to execute a business process that has been identified during the Business Process Inventory or BPI process when each process owner was interviewed on how their business processes are executed keeping in mind the objective of providing customer value. The BPI is typically the first tool that one would use to identify and define business processes. The process map shows what needs to be done and what tools are available to assist in each step of the process. There are two types of process maps: macro and micro. The macro process map shows in a single view all the processes that must be executed to successfully deliver the output to the customer. The micro map then goes one level deeper, expanding on each process defined in the macro process. The micro process is a step by step road map.

6.2.3

Work Instruction Work Instructions document all written procedures, instructions, reference materials, forms and records that make up the business and quality management systems of the Business Units. WIâ&#x20AC;&#x2122;s are required to document (1) a new process and (2) all existing processes or reference documents such as business process maps, images or procedural manuals.

6.2.4

Reference Documents A Reference Document is a document that has been referenced by a Standard Operating Procedure or Work Instruction that provides additional information, instructions or other supporting reference to accurately document the Standard Operating Procedure or Work Instruction (WI). Typically these documents are procedure manuals, images or drawings, spreadsheet tools or forms. The TLGQMS provides a framework for developing documentation and providing open access to those that require access to perform their jobs or enhance their contribution to the organization. Existing Business Unit documents that fit the description of reference documents will be described in a Work Instruction that will provide an online link directly to the existing document or provide information about where to locate the document.

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Quality Management System Manual The Linc Group Controlled Document

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York 7.0

Measurement and Verification The QMS Measurement and Verification Phase ensures “Quality in Perception” by describing the minimum requirements for measuring and verifying internal processes, organizational effectiveness, service delivery performance and overall financial performance. The Measurement and Verification Phase ensures “Quality in Fact” by describing the minimum requirements for measuring and verifying internal processes effectiveness. The essential element of this phase is to learn from measuring and verification and to translate the outcome into opportunities for improvement. (SOP-0057) The Quality Management System provides the means to perform measurements of various business processes using various QMS tools, some of which are. • • • • • •

Process Review: Quality Audit Customer Contract Reviews Organizational Effectiveness Overall Financial Performance Corrective and Preventive Action Learning and Feedback Tools

Currently, the measurement and verification phase at The Linc Group will be evident in the Quality Audit process, Corrective and Preventive Actions and Learning and Feedback Tools. Quality Audit: Internal process review to verify that all steps of The Linc Group Business Process, related WIs, SOPs and service level commitments, both internal and external, have been satisfied. Refer to SOP-0166 QA Internal Quality Audits as a reference. Quality Audits will be performed on a semi-annual (twice a year) basis from the date of this manual’s current publication and version. Each process owner will be involved in the internal audit that will be performed by The Linc Group quality manager. Please go to this link for the management of internal quality audits: QMS Internal Audits Corrective and Preventive Actions: All instances of non-conformance identified shall be investigated and the corrective action undertaken shall be recorded as required by SOP-00163 QA-Corrective and Preventive Action. Please go to this link for the management of corrective and preventive actions: Corrective/Preventive Action Library Learning and Feedback Tools: Appropriate steps shall be taken beyond the actual corrective and preventive action to ensure that all affected employees are given the opportunity to learn from the process. Please go to this link for the management of learning and feedback tools: Corrective/Preventive Action - Learning and Feedback Tool

Published: June 2006 (Published Draft) Version 1.2

Quality Management System Manual The Linc Group Controlled Document

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York

8.0

Quality Documents Inventory 8.1

Standard Operating Procedure(s): This section includes a master inventory of all Standard Operating Procedures (SOP). The Linc Group Quality Management System provides the framework for TLG’s Quality Management System, and the methodology employed in the creation of this quality manual. The Linc Group QMS provides the strategic guidelines in the form of Standard Operating Procedures to all its business units, including The Linc Group, as the minimum standard for any and all policies or processes. Each business unit are given the autonomy to create their own tactical quality documents or Work Instructions to supplement the SOP’s as required in order to meet local market needs, business unit needs, customer preferences, and/or proven operating or delivery methods. Although this manual includes only one SOP, The Linc Group Business Unit SOP, all SOP’s referenced in this manual may be accessed by going to the link below. TLG Portal: QMS Links: Released Library: Standard Operating Procedures

8.2

Process Maps: There are two maps included in this manual: macro and micro maps. Each work instruction has a corresponding micro map. All process maps may be accessed by going to the link below. TLG Portal: QMS Links: Released Library: Reference Documents

8.3

Work Instructions: All identified processes that deliver customer value at The Linc Group have been documented in the form of a work instruction. All work instructions may be accessed by going to the link below. TLG Portal: QMS Links: Released Library: Work Instructions

8.4

Reference Documents: All reference documents for standard operating procedures and work instructions are identified in Section 5.0 of each quality document. All reference documents may be accessed by going to the link below. TLG Portal: QMS Links: Released Library: Reference Documents

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Quality Management System Manual The Linc Group Controlled Document

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York

Section II Quality Documents

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Quality Management System Manual The Linc Group Controlled Document

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York

Standard Operating Procedures

Published: June 2006 (Published Draft) Version 1.2

Quality Management System Manual The Linc Group Controlled Document

QMS STANDARDS

CONTROLLED DOCUMENT: SOP-0503

BUSINESS UNIT:

The Linc Group 1201 Louisiana, #2700, Houston, TX 77002-5678

STANDARD TYPE:

Standard Operating Procedure

PROCEDURE TITLE: Linc Facility Services

AREA: Products and Services TYPE OF PROCEDURE: Facility Service and Management

DOCUMENT NUMBER: SOP-0503 REVISION: 0.1

PROCEDURE STATUS

IMPLEMENTED

DRAFT

06/07/05

mm/dd/yy

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT

1.0 PURPOSE/SCOPE Linc Facility Services (LFS) is one of the business units that make up The Linc Group. This Standard Operating Procedure (SOP) will define the products and services provided by LFS. Background LFS is a business-to-business productivity partner in technology and high-value facility services, specializing in working with customers who require productivity and business continuity because they depend on mission critical facilities. LFS provides outsourced and integrated facility and building management service to customers in a variety of market segments nationwide. Within the past decade, outsourcing has become a strategic business practice for companies of all sizes in every industry. Although it’s not a new concept in facility management, the focus has shifted from the practice of simply “out-tasking” to the practice of implementing a full-scope outsourcing initiative. LFS is currently in over sixty facilities nationwide and goals are in place to increase our presence in new market segments. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Regional Managers and Vice President of Business Development to implement this procedure in their areas of operation and to:

Interpret this master process for each product or service type delivered by the LFS locations. Ensure that the SOP and all associated documents, knowledge databases and tools are understood and adopted. Supplement the SOP with WI as required, in order to meet local market needs, location needs, customer preferences and/or proven operating and/or delivery methods. Contribute to the search and implementation of internal best practices for The Linc Group and Linc Facility Services

Procedure Title: PS – Linc Facility Services

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QMS STANDARDS

CONTROLLED DOCUMENT: SOP-0503

2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President and Chief Operating Officer is the point of escalation for all notifications in question or contested by all stakeholders of this Standard Operating Procedure and its supporting work instructions. 3.0 PROCEDURE (SOP) 3.1

Primary Markets and Industries In many industries, buildings are critical environments whose efficiency affects production, research capabilities, environmental comfort, and overall delivery of goods and services. The cross section of markets in LFS’s current portfolio can only be possible due to scalable processes in place to meet the specialized needs of each market. The following is a list of the current primary market segments for LFS: • Aviation • Corporate Headquarters and Office Buildings • High Technology • Museums • Process and Manufacturing • Research and Development • Sports Venues • Telecommunications • Transportation

3.2

Services The following table lists the products and services provided at LFS sites depending on the specialized needs of the customer and their facility. Each operating facility has their scope of services agreed upon on their contract agreement. Facility Operations and Maintenance

• • • • • • • • • • • •

Central Plant Operations HVAC Systems and Controls Electrical Systems and Equipment Plumbing Building Automation Systems General Building Maintenance Material Handling Systems and Equipment Fire Alarm and Life Safety Systems Water Treatment Long Range Maintenance Planning Process Control Systems Lighting Systems

Subcontract Management

• • • • • • • • • •

Grounds keeping Janitorial Trash Removal Glass Cleaning Parking Lot Maintenance Pest Control UPS Systems Cafeteria Services Security Specialized Activities (elevator and escalator; water treatment)

Procedure Title: PS – Linc Facility Services

Facility Support

• • • • • • • • • • •

Operating and Expense Budget Management EH&S Monitoring and Compliance Reviews Facility Financial and Operational Reporting CADD/Space Planning Move and Relocation Services Commissioning Project Management Construction Management Capital Budget Planning and Management Web-based Computerized Maintenance Management Systems (CMMS) Maintenance Tasking and Manpower Scheduling

Office and Administrative

• • • • • • • •

Help Desk and Dispatch Functions Mail Distribution and Control Reprographics Audio-Visual Support Conference Room Scheduling Shipping and Receiving Reception and Switchboard Operations Clerical and General Office Administration

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QMS STANDARDS

CONTROLLED DOCUMENT: SOP-0503

4.0

SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD: TERM LFS Standard Operating Procedure, SOP

TLG Work Instruction, WI

DEFINITION Linc Facility Services A Standard Operating Procedure is a document produced and approved by The Linc Group managers and issued on the Web Portal requiring that a particular approach be adopted as a means of accomplishing a task, and sets minimum standards to ensure a consistent and repetitive approach to operating practices. The focus of the SOP is on common requirements and results, not common procedures, tools or organizational structure. Business Units are encouraged to develop and demonstrate creative, adaptive, and flexible approaches for meeting the requirements of the SOP. Acronym for The Linc Group A Work Instruction (WI) is a document produced and approved by the Business Units and issued on the Web Portal. When details provided within a SOP do not relate entirely to your Business Unit business, WI’s are created to extend the intent of a SOP as viewed from a specific Business Unit perspective. WI's are required by a Business Unit or are required of a Business Unit by a SOP. WI's are specific in nature detailing the steps taken at the Business Unit to accomplish a task. WI's may modify an approach as stated in a SOP to accommodate the needs of a Business Unit.

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

Procedure Title: PS – Linc Facility Services

LOCATION

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QMS STANDARDS

CONTROLLED DOCUMENT: SOP-0503

8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION

1.0 06/09/05

(MM/DD/YY)

LAST APPROVAL DATE (MM/DD/YY)

DOCUMENT AUTHOR: Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

SECTION / PARAGRAPH CHANGED

Revision

1.0

All

CHANGE MADE

Initial entry of document

DATE OF REVISION MM/DD/YY

06/09/05

9.0 ELECTRONIC NOTIFICATION LIST:

ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Chief Information Officer LFS President LFS VP, Business Development Regional Managers VP, Corporate Support Services VP, Operations

Procedure Title: PS – Linc Facility Services

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QMS STANDARDS

CONTROLLED DOCUMENT: SOP-0503

10.0

APPROVALS FIRST APPROVER NAME: GREG LUSH TITLE: CIO SIGNATURE:

SECOND APPROVER NAME: DAVID WHALEY TITLE: COO SIGNATURE:

THIRD APPROVER NAME: TRACY PRICE TITLE: CEO SIGNATURE:

DOCUMENT HISTORY SECTION: Document Created on 06/09/05 by Melissa Cipriani

Procedure Title: PS – Linc Facility Services

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Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York

Work Instructions

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Quality Management System Manual The Linc Group Controlled Document

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1001]

BUSINESS UNIT:

Linc Facility Services @ JFK-IAT, Jamaica, New York 1201 Louisiana, #2700, Houston, TX 77002-5678

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: MS - Quality

AREA: Quality TYPE OF PROCEDURE:

Management System

DOCUMENT NUMBER: WI-LFS2513-1001 REVISION: 1.2

PROCEDURE STATUS Published Draft IMPLEMENTED DATE mm/dd/yy REVISION DATE mm/dd/yy 03/17/06

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT

1.0 PURPOSE/SCOPE This is a work instruction for the Quality processes in place at the Linc Facility Services located at JFK-IAT. Background: The Linc Group Quality Management System (QMS) defines how our organization manages processes in order to produce a systematic approach to consistently turn out products and services that enhance customer value and increase productivity. TLG’s Quality Management System is based on four guiding principles: Focus on Customer Value; Focus on Productivity; Standardization and Measurements. All four combined drive us to achieve results in delivering the best product possible to our customers. Linc Facility Services is committed to the same principles and has implemented a system of quality control and key performance indicators at each facility in support of these principles. A detailed explanation of TLG’s Quality Management System is also available in the documents referenced in Section 5.0 of this policy. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Facility Manager and Regional Manager to not only ensure that all facility personnel understand and abide by the requirements of this policy but also to foster a culture of quality among all employees and relationships. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. The Linc Group Chief Information Officer is the point of escalation for matters related to The Linc Group Quality Management System.

Procedure Title: Quality

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QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1001]

3.0 PROCEDURE (SOP OR WI STEPS) STEP

WHAT

WHEN

Work order is completed

Scope of work is completed

Work orders are monitored and reviewed for integrity and accuracy Review all completed work orders Generate quality control work order against a completed work order Investigate and consult with original work order owner Conduct re-training session with work order owner Disciplinary write up of employee

Daily

3. 4.

8. 9. 10.

11.

12.

QC Work order is updated and completed Completed QC work order is reviewed and closed KPI activity reports are generated which include QC work orders activity KPI Report is submitted to the customer, Corporate and Regional offices LPI report is generated

COMPETENCY (WHO) Work order owner or Control and Planning Coordinator Control and Planning Coordinator

HOW (TOOLS) CMMS

CMMS

Daily

Chief Engineer

CMMS

Daily

Chief Engineer

CMMS

Once QC work order is generated

Lead Engineer

Manual Process CMMS

If there are training issues as a result of findings

Lead Engineer

Manual Process

If there are noncompliance issues as a result of findings When all issues are resolved Daily

Lead Engineer

Manual Process Personnel Folder

Lead Engineer

CMMS

Chief Engineer

CMMS

Monthly

Control and Planning Coordinator

CMMS MP2 System

Monthly

Control and Planning Coordinator

Manual Process â&#x20AC;&#x201C; Customer Portal Team Site

Monthly

Corporate Support Services Manager

Portal Team Site

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS WORK INSTRUCTION: TERM CMMS, MP2 System

KPI LFS2513 LPI PeopleSoft Standard Operating Procedure, SOP

Procedure Title: Quality

DEFINITION Acronym for Computerized Maintenance Management System; a networked work order management system accessible by both LFS and the Customer, JFK at IAT. Key Performance Indicator LFS = Linc Facility Services 2513 = Facility Number for JFK at IAT, New York Linc Productivity Index Accounting and Human Resources System for Linc Facility Services A Standard Operating Procedure is a document produced and approved by The Linc Group managers and issued on the Web Portal requiring that a particular approach be adopted as a means of accomplishing a task, and sets minimum standards to ensure a

Page 2 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1001]

TERM

TLG Work Instruction, WI

Acronym for The Linc Group A Work Instruction (WI) is a document produced and approved by the Business Units and issued on the Web Portal. When details provided within a SOP do not relate entirely to your Business Unit business, WIâ&#x20AC;&#x2122;s are created to extend the intent of a SOP as viewed from a specific Business Unit perspective. WI's are required by a Business Unit or are required of a Business Unit by a SOP. WI's are specific in nature detailing the steps taken at the Business Unit to accomplish a task. WI's may modify an approach as stated in a SOP to accommodate the needs of a Business Unit.

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-LFS2513-1001-1 Quality Micro Process Map TLG QMS Orientation

LOCATION QMSLinks: QMS Released Library: Reference Documents QMSLinks: QMS Released Library: Reference Documents

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

LOCATION Networked Work Order Management System Networked LFS Accounting and HR System

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Linc Productivity Index Team Site

Procedure Title: Quality

LOCATION Portal: LFS Corporate: LPI Team Site

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QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1001]

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

1.2 03/17/06

LAST APPROVAL DATE (MM/DD/YY)

DOCUMENT AUTHOR: Harry Sidden; Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

SECTION / PARAGRAPH CHANGED

Revision

1.0 1.1 1.2

All 5.0, 7.0, 9.0 10.0

DATE OF REVISION MM/DD/YY

CHANGE MADE

Initial Entry Added QMS reference document, LPI team site, and revised notification list Added link to review records

05/05/05 06/07/05 03/17/06

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Chief Information Officer Corporate Quality Manager Corporate Support Services Manager Facility Chief Engineer Facility Control and Planning Coordinator Facility Manager Regional Manager VP, Corporate Support Services

10.0

APPROVALS

Please click on the link below to view the review and approval records in the QMS Library. Location Review Records Regional Review Records FIRST APPROVER

NAME: GREG LUSH TITLE: TLG CHIEF INFORMATION OFFICER SIGNATURE:

Procedure Title: Quality

SECOND APPROVER

NAME: LAVERA TRUVILLION TITLE: VP, CORPORATE SUPPORT SERVICES SIGNATURE:

Page 4 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1001]

THIRD APPROVER

FOURTH APPROVER

NAME: DAVE WHALEY TITLE: TLG CHIEF OPERATING OFFICER SIGNATURE:

NAME: PHIL ROGERS TITLE: LFS PRESIDENT SIGNATURE:

FIFTH APPROVER

SIXTH APPROVER

NAME: TITLE: SIGNATURE:

DOCUMENT HISTORY SECTION: Document Created on 05/05/05 by Melissa Cipriani Document Revised on 06/07/05 by Melissa Cipriani Document Revised on 03/17/06 by Melissa Cipriani

Procedure Title: Quality

Page 5 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1051]

BUSINESS UNIT:

Linc Facility Services @ JFK-IAT, Jamaica, New York 1201 Louisiana, #2700, Houston, TX 77002-5678

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: MS - Human Resources

AREA: Human Resources TYPE OF PROCEDURE:

Management System

DOCUMENT NUMBER: WI-LFS2513-1051 REVISION: 1.3

PROCEDURE STATUS Review Process IMPLEMENTED DATE mm/dd/yy REVISION DATE mm/dd/yy 03/17/06

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT

1.0 PURPOSE/SCOPE This is a policy for the processes required in Human Resources that include recruiting, new hires, terminations, and performance reviews. Background: Linc Facility Services is committed to providing an unmatched level of excellence for all customers. This commitment is only possible with a team that exemplifies the highest caliber in their field of expertise. Further, LFS is committed to being the employer of choice and to recognizing our success is a result of everyoneâ&#x20AC;&#x2122;s contribution. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Facility Manager and Regional Manager to ensure that all facility personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to adhere to its provisions. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) 3.1 Recruiting STEP 1. 2.

WHAT

Submit request for a new position posting Job description is posted

Procedure Title: Human Resources

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

Vacancy is recognized

Facility Manager

Manual Process

If position is non-union

Corporate HR Representative and

Monster.com Local News or Trade papers

Page 1 of 6

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1051]

STEP

WHAT

WHEN

3. 4.

Job description is posted Resumes are submitted to Facility Manager

If position is Union In response to posting of job description

Conduct interview with prospective hires New Hire process is initiated

After reviewing resumes

3.2 New Hires STEP

WHAT

Prospective new hire is submitted to JFK IAT

New hire process including: drug testing; finger printing; 10-year background check by Port Authority Complete 4 hour SIDA (security identification display area) class and given an employee badge PCA form is signed

10.

11.

12. 13.

14.

Employee record is entered

Corporate processes are initiated Employee record and number is generated Training Process is initiated

Decision is made to hire new employee

WHEN

COMPETENCY (WHO) Facility Manager Local 30 Representative Corporate HR Representative or Local 30 Representative Facility Manager Facility Manager

HOW (TOOLS) External Process Manual Process

Manual Process 3.2 of this work instruction R-WI-LFS2513-1051-2

COMPETENCY (WHO)

HOW (TOOLS)

Decision is made to hire a new employee by Facility Manager New hire information is received

Facility Administrator

Manual Process

Facility Administrator JFK Port Authority

External Process

After prospective new hire passes JFK new hire process

Prospective New Hire

External Process

After prospective new hire receives JFK employee badge Start date is determined

Facility Manager

PCA Form Manual Process

Facility Manager or Facility Administrator

JFK IAT Employees Team Site

Alerts are received Upon receipt and verification of HR paperwork Employee record and number is received and confirmed in Vista by Facility Administrator

Corporate IT, Education, Quality and HR groups Corporate HR Representative Supervisor or Chief Engineer

WI-TLG-0502 Employee Status Portal Processing Employees Team Site Vista

Manual Process

3.3 Terminations For the corporate requirements on this process, please consult SOP-0134 HR â&#x20AC;&#x201C; Termination Process in Section 5.0 of this policy. STEP WHAT WHEN COMPETENCY (WHO) HOW (TOOLS) 1.

A voluntary or involuntary termination is submitted

Employee record is updated with exit date

3. 4.

Corporate processes are initiated Corporate HR process is continued

Procedure Title: Human Resources

Decision is made to terminate either by Supervisor (involuntary) or employee (voluntary) Exit date is determined

Alerts are received PCA form is received

Facility Manager

PCA Form

Facility Manager or Facility Administrator

JFK IAT Employees Team Site

Corporate IT and HR groups Corporate HR Representative

WI-TLG-0502 Employee Status Portal Processing Employees Team Site Vista

Page 2 of 6

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1051]

STEP 5. 6.

7. 8.

WHAT Exit interview is conducted Exit interview form is signed JFK Property is returned to Customer Signed exit interview form is filed

3.4 Performance Reviews STEP WHAT

WHEN Last day of employee After employee returns airport IDâ&#x20AC;&#x2122;s, Intellikey, and any other LFS property Immediately after they are turned in Upon conclusion of exit interview

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

Supervisor and Facility Manager Employee and Facility Manager

Manual Process Exit Interview Form Exit Interview Form

Chief Engineer or Facility Administrator Facility Administrator

Manual Process Local office personnel folder

COMPETENCY (WHO)

HOW (TOOLS)

Performance review is conducted

Anniversary hire date of employee

Facility Manager

Incremental Union raise is granted to members PCA form is signed for employee

First of the year

Local 30 Union

Manual Process Performance Review Document External Process

Completion of performance review and/or issuance of Union raise Upon signing of PCA form

Facility Manager

PCA Form

Facility Manager

Manual Process

Upon approval of PCA form

Regional Manager

Manual Process

Upon receipt and verification of all documents Upon receipt from Corporate HR Upon completion of performance review

Corporate HR Representative

Vista

Corporate Payroll Representative Facility Manager

Vista

7. 8.

Signed documents are forwarded to Regional Manager Forward signed documents to Corporate HR Corporate HR process is followed Corporate payroll process is followed Copies of Performance review and PCA documents are filed

Personnel Folder in local LFS office

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS WORK INSTRUCTION: TERM CMMS

LFS2513 Local 30 Monster.com PCA PeopleSoft Standard Operating Procedure, SOP

Procedure Title: Human Resources

DEFINITION Acronym for Computerized Maintenance Management System; a networked work order management system accessible by both LFS and the Customer, JFK at IAT. LFS = Linc Facility Services 2513 = Facility Number for JFK at IAT, New York Local union office for operating engineers An internet website where The Linc Group has established an account for posting job descriptions; access is through Corporate HR group. Personnel Change Authority form Accounting and Human Resources System for Linc Facility Services A Standard Operating Procedure is a document produced and approved by The Linc Group managers and issued on the Web Portal requiring that a particular approach be adopted as a means of accomplishing a task, and sets minimum standards to ensure a

Page 3 of 6

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1051]

TERM

TLG Work Instruction, WI

DEFINITION consistent and repetitive approach to operating practices. The focus of the SOP is on common requirements and results, not common procedures, tools or organizational structure. Business Units are encouraged to develop and demonstrate creative, adaptive, and flexible approaches for meeting the requirements of the SOP. Acronym for The Linc Group A Work Instruction (WI) is a document produced and approved by the Business Units and issued on the Web Portal. When details provided within a SOP do not relate entirely to your Business Unit business, WI’s are created to extend the intent of a SOP as viewed from a specific Business Unit perspective. WI's are required by a Business Unit or are required of a Business Unit by a SOP. WI's are specific in nature detailing the steps taken at the Business Unit to accomplish a task. WI's may modify an approach as stated in a SOP to accommodate the needs of a Business Unit.

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

LOCATION

R-WI-LFS2513-1051-1 HR – Recruiting Micro Process Map R-WI-LFS2513-1051-2 HR – New Hires/Termination Micro Process Map R-WI-LFS2513-1051-1 HR – Performance Reviews Micro Process Map SOP-0134 HR – Termination Process R-SOP-0134-1 PCA Form WI-TLG-0502 Employee Status Portal Processing

QMSLinks: QMS Released Library: Reference Documents QMSLinks: QMS Released Library: Reference Documents QMSLinks: QMS Released Library: Reference Documents QMSLinks: Released Library: SOPs QMSLinks: QMS Released Library: Reference Documents QMSLinks: QMS Released Library: Work Instructions

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

LOCATION Networked Work Order Management System Networked LFS Accounting and HR System

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

Procedure Title: Human Resources

LOCATION www.monster.com

Page 4 of 6

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1051]

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

1.2 06/30/05

LAST APPROVAL DATE (MM/DD/YY)

DOCUMENT AUTHOR: Marlene Serrano; Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

SECTION / PARAGRAPH CHANGED

Revision

1.0 1.1 1.2 1.3

All 6.0, 9.0 3.0 10.0

DATE OF REVISION MM/DD/YY

CHANGE MADE

Initial Entry Added PeopleSoft and revised notification list Revisions from Facility Process Owner Review Added link to review records

05/05/05 06/07/05 06/30/05 03/17/06

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Corporate HR Representative Facility Manager Facility Administrator Regional Administrator Regional Manager VP, Corporate Support Services LFS Director, Human Resources

10.0

APPROVALS

Please click on the link below to view the review and approval records in the QMS Library. Location Review Records Regional Review Records FIRST APPROVER

NAME: GREG LUSH TITLE: TLG CHIEF INFORMATION OFFICER SIGNATURE:

Procedure Title: Human Resources

SECOND APPROVER

NAME: LAVERA TRUVILLION TITLE: VP, CORPORATE SUPPORT SERVICES SIGNATURE:

Page 5 of 6

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1051]

THIRD APPROVER

FOURTH APPROVER

NAME: DAVE WHALEY TITLE: TLG CHIEF OPERATING OFFICER SIGNATURE:

NAME: PHIL ROGERS TITLE: LFS PRESIDENT SIGNATURE:

FIFTH APPROVER

SIXTH APPROVER

NAME: TITLE: SIGNATURE:

DOCUMENT HISTORY SECTION: Document Created on 05/05/05 by Melissa Cipriani Document Revised on 06/07/05 by Melissa Cipriani Document Revised on 06/30/05 by Melissa Cipriani Document Revised on 03/17/06 by Melissa Cipriani

Procedure Title: Human Resources

Page 6 of 6

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1052]

BUSINESS UNIT:

Linc Facility Services @ JFK-IAT, Jamaica, New York 1201 Louisiana, #2700, Houston, TX 77002-5678

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: MS – Training

AREA: Human Resources TYPE OF PROCEDURE:

Management System

DOCUMENT NUMBER: WI-LFS2513-1052 REVISION: 1.3

PROCEDURE STATUS Review Process IMPLEMENTED DATE mm/dd/yy REVISION DATE mm/dd/yy 03/17/06

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT

1.0 PURPOSE/SCOPE This is a work instruction for the Training process conducted at the Linc Facility Services located at JFK IAT. Background: The Linc Group is committed to being the employer of choice. Through continuous upgrading of training programs and recognition of everyone’s contribution to our success, LFS is making sure that we will be known as the preferred employer in our industry. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Facility Manager and Regional Manager to ensure that all facility personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to adhere to its provisions. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) 3.1 Scheduled Training (Pro-active) STEP WHAT WHEN 1.

Links to applicable education module are sent to new employee Training sessions are held

Training Topics are

Procedure Title: Training

Alert is received that a new employee record has been entered Monthly Lead Engineer Meeting Monthly Lead Engineer

COMPETENCY (WHO) Corporate Education Manager Chief Engineer and Facility Manager Corporate Safety

HOW (TOOLS) Employees Team Site Education Team Site Manual Process Portal Team Site

Page 1 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1052]

STEP 4. 5.

WHAT

WHEN

COMPETENCY (WHO)

provided for discussion

Meeting

Manager

Training Hours are entered into system Training Hours are submitted to Corporate and Regional office Training Hours KPI is compiled along with other facility KPIâ&#x20AC;&#x2122;s

When training is completed

Individual employee and Facility Administrator Facility Administrator

Monthly

3.2 Unscheduled Training (Re-active) STEP WHAT WHEN

Corporate Support Services Manager

HOW (TOOLS) Environment, Health and Safety CMMS Monthly KPI Reports

Monthly LPI Reports

COMPETENCY (WHO)

HOW (TOOLS)

Retraining is required specific to an equipment or incident

A quality control work order is issued or following a safety related incident

Lead or Chief Engineer

Training topic is used for training portion of monthly lead engineer meeting Conduct one-on-one training session with relevant employee Meet with Union employee to check up on apprenticeship training program Training Hours are entered into system Training Hours are submitted to Corporate and Regional office Training Hours KPI is compiled along with other facility KPIâ&#x20AC;&#x2122;s

When determined that training topic is applicable to all employees

Lead or Chief Engineer

WI-LFS2513-1351 Safety Manual Process

When determined that training topic is an issue only for affected employee Weekly

Lead or Chief Engineer

Manual Process

Chief Engineer

Local 30 Apprenticeship Program

When training is completed

Individual employee and Facility Administrator Facility Administrator

CMMS

Corporate Support Services Manager

Monthly LPI Reports

5. 6.

Monthly

CMMS Quality Control Work Order WI-LFS2513-1001 Quality

Monthly KPI Reports

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS WORK INSTRUCTION: TERM CMMS

KPI LFS2513 Local 30 LPI PeopleSoft Standard Operating Procedure, SOP Procedure Title: Training

DEFINITION Acronym for Computerized Maintenance Management System; a networked work order management system accessible by both LFS and the Customer, JFK at IAT. Key Performance Indicator LFS = Linc Facility Services 2513 = Facility Number for JFK at IAT, New York Local Union for Operating Engineers Linc Productivity Index Accounting and Human Resources System for Linc Facility Services A Standard Operating Procedure is a document produced and approved by The Linc Group managers and issued on the Web Portal Page 2 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1052]

TERM

DEFINITION requiring that a particular approach be adopted as a means of accomplishing a task, and sets minimum standards to ensure a consistent and repetitive approach to operating practices. The focus of the SOP is on common requirements and results, not common procedures, tools or organizational structure. Business Units are encouraged to develop and demonstrate creative, adaptive, and flexible approaches for meeting the requirements of the SOP.

TLG Work Instruction, WI

Acronym for The Linc Group A Work Instruction (WI) is a document produced and approved by the Business Units and issued on the Web Portal. When details provided within a SOP do not relate entirely to your Business Unit business, WI’s are created to extend the intent of a SOP as viewed from a specific Business Unit perspective. WI's are required by a Business Unit or are required of a Business Unit by a SOP. WI's are specific in nature detailing the steps taken at the Business Unit to accomplish a task. WI's may modify an approach as stated in a SOP to accommodate the needs of a Business Unit.

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-LFS2513-1052-1 Training Micro Process Map WI-LFS2513-1001 MS – Quality WI-LFS2513-1351 MS – Safety

LOCATION QMSLinks: QMS Released Library: Reference Documents QMSLinks: QMS Released Library: Work Instructions QMSLinks: QMS Released Library: Work Instructions

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

LOCATION Networked Work Order Management System Networked LFS Accounting and HR System

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS TLG Safety Manual – Safety Training Topics

Procedure Title: Training

LOCATION Portal: TLG EHS Team Site

Page 3 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1052]

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

1.3 03/17/06

LAST APPROVAL DATE (MM/DD/YY)

DOCUMENT AUTHOR: Steve Bell; Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

SECTION / PARAGRAPH CHANGED

Revision

1.0 1.1 1.2 1.3

All 5.0, 9.0 3.0 10.0

CHANGE MADE

Initial Entry Added work instructions and revised notification list Revisions from Facility Process Owner Review Added link to review records

DATE OF REVISION MM/DD/YY

05/05/05 06/07/05 06/30/05 03/17/06

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Corporate Education Manager Corporate Support Services Manager Facility Administrator Facility Chief Engineer Facility Manager Regional Administrator Regional Manager VP, Corporate Support Services

Procedure Title: Training

Page 4 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1052]

10.0

APPROVALS

Please click on the link below to view the review and approval records in the QMS Library. Location Review Records Regional Review Records FIRST APPROVER

NAME: GREG LUSH TITLE: TLG CHIEF INFORMATION OFFICER SIGNATURE:

THIRD APPROVER

SECOND APPROVER

NAME: LAVERA TRUVILLION TITLE: VP, CORPORATE SUPPORT SERVICES SIGNATURE:

FOURTH APPROVER

NAME: DAVE WHALEY TITLE: TLG CHIEF OPERATING OFFICER SIGNATURE:

NAME: PHIL ROGERS TITLE: LFS PRESIDENT SIGNATURE:

FIFTH APPROVER

SIXTH APPROVER

NAME: TITLE: SIGNATURE:

Procedure Title: Training

Page 5 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1101]

BUSINESS UNIT:

Linc Facility Services @ JFK-IAT, Jamaica, New York 1201 Louisiana, #2700, Houston, TX 77002-5678

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: MS - Fleet Management

AREA: Operations TYPE OF PROCEDURE:

Management System

DOCUMENT NUMBER: WI-LFS2513-1101 REVISION: 1.2

PROCEDURE STATUS Published Draft IMPLEMENTED DATE mm/dd/yy REVISION DATE mm/dd/yy 03/17/06

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT

1.0 PURPOSE/SCOPE This is a work instruction on the required processes for Fleet Management at the Linc Facility Services located at JFK-IAT. Background: The Linc Group and its business units are committed to providing its employees with all that is required to properly execute their duties and responsibilities. LFS provides company vehicles to eligible employees through a fleet management program established with a national vendor. Our vehicles are a representation of The Linc Groupâ&#x20AC;&#x2122;s image and perception by our Customers, peers and competitors and therefore, the vehicles and their operators should always convey a professional and responsible impression.

2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Facility Manager and Regional Manager to ensure that all facility personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to operate their vehicles as if they are their own. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management.

Procedure Title: [Fleet Management]

Page 1 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1101]

3.0 PROCEDURE (SOP OR WI STEPS) STEP

WHAT

Submit new vehicle request

4. 5. 6.

7. 8.

Corporate process for new vehicle requests is followed New Vehicle is received at facility Vehicle inspection is performed PA license plate is issued Vehicle data is entered into system for generating maintenance schedule PA license plate is renewed Vehicle is requested for disposal

WHEN

COMPETENCY (WHO)

A new vehicle is required either by a new employee or replacement of a disposed vehicle

Facility Manager

Alert is received that a new vehicle request has been posted Vendor/external and corporate processes are completed Prior to issuing PA license plate Vehicle passes inspection Prior to releasing to employee or operator

Corporate Fleet Manager

Annually after each vehicle inspection After third year of operation

HOW (TOOLS) Portal: TLG Fleet Management Site WI-TLG-1115 Company Vehicles Policy Portal: TLG Fleet Management Site

Facility Manager

Delivery Process

New York Port Authority

External Process

New York Port Authority Control and Planning Coordinator

External Process CMMS

New York Port Authority

External Process

Facility Manager

Portal: TLG Fleet Management Site

4.0 PECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS WORK INSTRUCTION: TERM Alert

CMMS

LFS2513 PA Standard Operating Procedure, SOP

DEFINITION Automated email notification when a modification of record occurs within a Portal team site. Alerts are set according to individual frequency and type of modification (new, changes, deletions). Acronym for Computerized Maintenance Management System; a networked work order management system accessible by both LFS and the Customer, JFK at IAT. LFS = Linc Facility Services 2513 = Facility Number for JFK at IAT, New York Port Authority A Standard Operating Procedure is a document produced and approved by The Linc Group managers and issued on the Web Portal requiring that a particular approach be adopted as a means of accomplishing a task, and sets minimum standards to ensure a consistent and repetitive approach to operating practices. The focus of the SOP is on common requirements and results, not common procedures, tools or organizational structure. Business Units are encouraged to develop and demonstrate creative, adaptive, and flexible approaches for meeting the requirements of the SOP.

Procedure Title: [Fleet Management]

Page 2 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1101]

TERM TLG Work Instruction, WI

DEFINITION Acronym for The Linc Group A Work Instruction (WI) is a document produced and approved by the Business Units and issued on the Web Portal. When details provided within a SOP do not relate entirely to your Business Unit business, WIâ&#x20AC;&#x2122;s are created to extend the intent of a SOP as viewed from a specific Business Unit perspective. WI's are required by a Business Unit or are required of a Business Unit by a SOP. WI's are specific in nature detailing the steps taken at the Business Unit to accomplish a task. WI's may modify an approach as stated in a SOP to accommodate the needs of a Business Unit.

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-LFS2513-1101-1 Fleet Management Micro Process Map WI-TLG-1115 Company Vehicles Policy

LOCATION QMSLinks: QMS Released Library: Reference Documents Currently being developed

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

LOCATION Networked Work Order Management System

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS TLG Fleet Management Team Site

LOCATION Portal: TLG Fleet Management

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

1.3 03/17/06

LAST APPROVAL DATE (MM/DD/YY)

DOCUMENT AUTHOR: Steve Bell; Melissa Cipriani

Procedure Title: [Fleet Management]

DOCUMENT MANAGER: Melissa Cipriani

Page 3 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1101]

REASON FOR CHANGE:

SECTION / PARAGRAPH CHANGED

Revision

1.0 1.1 1.2

All 5.0, 9.0 10.00

DATE OF REVISION MM/DD/YY

CHANGE MADE

Initial Entry Added Company Vehicles policy and revised notification list Added link to review record

05/05/05 06/07/05 03/17/06

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Corporate Fleet Manager Facility Control and Planning Coordinator Facility Manager Regional Administrator Regional Manager VP, Corporate Support Services

10.0

APPROVALS

Please click on the link below to view the review and approval records in the QMS Library. Location Review Records Regional Review Records FIRST APPROVER

SECOND APPROVER

NAME: GREG LUSH TITLE: TLG CHIEF INFORMATION OFFICER SIGNATURE:

NAME: LAVERA TRUVILLION TITLE: VP, CORPORATE SUPPORT SERVICES SIGNATURE:

THIRD APPROVER

FOURTH APPROVER

NAME: DAVE WHALEY TITLE: TLG CHIEF OPERATING OFFICER SIGNATURE:

NAME: PHIL ROGERS TITLE: LFS PRESIDENT SIGNATURE:

FIFTH APPROVER

SIXTH APPROVER

NAME: TITLE: SIGNATURE:

Procedure Title: [Fleet Management]

NAME: TITLE: SIGNATURE:

Page 4 of 5

CONTROLLED DOCUMENT: [WI-LFS2513-1101]

QMS STANDARDS

DOCUMENT HISTORY SECTION: Document Created on 05/05/05 by Melissa Cipriani Document Revised on 06/07/05 by Melissa Cipriani Document revised on 03/17/06 by Melissa Cipriani

Procedure Title: [Fleet Management]

Page 5 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1102]

BUSINESS UNIT:

Linc Facility Services @ JFK-IAT, Jamaica, New York 1201 Louisiana, #2700, Houston, TX 77002-5678

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: MS - Work Order Management

AREA: Business Process TYPE OF PROCEDURE:

Delivery

DOCUMENT NUMBER: WI-LFS2513-1102 REVISION: 1.3

PROCEDURE STATUS Review Process IMPLEMENTED DATE mm/dd/yy REVISION DATE mm/dd/yy 03/17/06

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT

1.0 PURPOSE/SCOPE This is a work instruction for the Work Order Management process in place at the Linc Facility Services located at JFK-IAT. Background: It is the Mission of Linc Facility Services to provide our customers superior quality programs, technology and personnel by implementing customized facility management solutions. In order to fulfill our mission, we must have a process in place to efficiently manage the services we provide to our facility customers, thus, ensuring their trust and confidence in LFS that their daily operations will suffer no interruptions and that all their expectations and requirements will be met. Work Order Management is an integral process in helping to fulfill our mission. It is a process that belongs in the Delivery phase of The Linc Group’s 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. SOP-0050 Master Business Process and SOP-0056 Needs Assessment are also available in Section 5.0 of this policy. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Facility Manager and Regional Manager to ensure that all facility personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to adhere to its provisions.

Procedure Title: Work Order Management

Page 1 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1102]

2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) 3.1 The work order management system at JFK-IAT is CMMS or Computerized Maintenance Management System. There are two types of work orders generated at JFK-IAT: â&#x20AC;˘ â&#x20AC;˘

3.2

Scheduled Work: These are planned maintenance work orders entered into CMMS based on equipment type and frequency of services required by each equipment. Unscheduled Work: These are reactive work orders generated when a service request or call is received. Unscheduled work are prioritized according to urgency and nature: o Priority 1 = Fire life safety: 10 minute response time o Priority 2 = Security: 15 minute response time o Priority 3 = Operational issues: 15 minute response time o Priority 4 = Non-operational issues: 24 hour response time

The following are the procedures for managing scheduled and unscheduled work orders.

3.2.1 Scheduled Work STEP WHAT 1. 2.

3. 4. 5.

6. 7.

10.

Scheduled work orders are released Work order is assigned to either in-house technician or subcontractor Work is initiated and work order is updated Work is initiated and status reported Work order is completed

Weekly

Estimating Process is followed Corrective maintenance work order is created

If there are additional out of scope work required If there are additional work required covered by contract Upon completion of work order

Review completed work orders for accuracy and integrity Review completed work orders and change status to Closed Quality Process is followed

3.2.2 Unscheduled Work STEP WHAT 1. 2.

WHEN

Call is received and entered Monitor for new or active work orders

Procedure Title: Work Order Management

COMPETENCY (WHO)

HOW (TOOLS)

Control and Planning Coordinator Control and Planning Coordinator

CMMS

As soon as dispatched

Technician

CMMS

As soon as dispatched

Subcontractor

Manual Process

When scope of work is completed

Technician or Control and Planning Coordinator for Subs Project Manager

CMMS

Control and Planning Coordinator

CMMS

Control and Planning Coordinator

CMMS

Upon completion of work order

Chief Engineer

CMMS

When issues are discovered while reviewing completed work orders

Chief Engineer

CMMS

As soon as released

WHEN When there is a facility problem Daily throughout

CMMS

WI-LFS2513-1103

WI-LFS2513-1001

COMPETENCY (WHO) JFK Operations Control Center Control and Planning Coordinator

HOW (TOOLS) CMMS CMMS

Page 2 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1102]

STEP 3.

5. 6.

WHAT Monitor Building Management System for any problems or system failures Assign work order to technician or subcontractor according to Priority: P1-P3 by Lead Engineer P4 â&#x20AC;&#x201C; C&P Coordinator Issue requisition for subcontracted work Respond to work order within 10-15 minutes and address problem within 1-2 hours Dispatch Priority 4 work orders

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

Daily throughout

Lead Engineer

Siemens BMS LFS Control Room Lift Net

Upon review of work requirements

Control and Planning Coordinator and Lead Engineer

CMMS

If subcontractor is not contracted According to Priority listed in Section 3.1

Purchasing Manager

Manual Process

Control and Planning Coordinator

CMMS

Within 24 hours

Control and Planning Coordinator

CMMS

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS WORK INSTRUCTION: TERM CMMS

LFS2513 PeopleSoft Standard Operating Procedure, SOP

TLG Work Instruction, WI

Procedure Title: Work Order Management

Page 3 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1102]

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-LFS2513-1102-1 Work Order Management – Scheduled Work Micro Process Map R-WI-LFS2513-1102-2 Work Order Management – Unscheduled Work Micro Process Map SOP-0050 Master Business Process SOP-0056 BP – Delivery

LOCATION QMSLinks: QMS Released Library: Reference Documents QMSLinks: QMS Released Library: Reference Documents QMSLinks: QMS Released Library: SOPs QMSLinks: QMS Released Library: SOPs

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

LOCATION Networked Work Order Management System Networked LFS Accounting and HR System

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

LOCATION

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

1.3 03/17/06

LAST APPROVAL DATE (MM/DD/YY)

DOCUMENT AUTHOR: Sharon Murray; Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision

1.0 1.1 1.2

SECTION / PARAGRAPH CHANGED

All 5.0, 9.0 3.0

Procedure Title: Work Order Management

CHANGE MADE

Initial Entry Added reference document links and revised notification list Revisions from Facility Process Owner Review

DATE OF REVISION MM/DD/YY

05/05/05 06/07/05 06/30/05 Page 4 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1102]

1.3

10.0

Added link to review records

03/17/06

8.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Facility Administrator Facility Control and Planning Coordinator Facility Manager Facility Purchasing and Contracts Manager Regional Administrator Regional Manager VP, Corporate Support Services VP, Operations

9.0 APPROVALS Please click on the link below to view the review and approval records in the QMS Library. Location Review Records Regional Review Records FIRST APPROVER

NAME: GREG LUSH TITLE: TLG CHIEF INFORMATION OFFICER SIGNATURE:

THIRD APPROVER

SECOND APPROVER

NAME: LAVERA TRUVILLION TITLE: VP, CORPORATE SUPPORT SERVICES SIGNATURE:

FOURTH APPROVER

NAME: DAVE WHALEY TITLE: TLG CHIEF OPERATING OFFICER SIGNATURE:

NAME: PHIL ROGERS TITLE: LFS PRESIDENT SIGNATURE:

FIFTH APPROVER

SIXTH APPROVER

NAME: TITLE: SIGNATURE:

Procedure Title: Work Order Management

Page 5 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1103]

BUSINESS UNIT:

Linc Facility Services @ JFK-IAT, Jamaica, New York 1201 Louisiana, #2700, Houston, TX 77002-5678

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: MS - Project Management

AREA: Operations TYPE OF PROCEDURE:

Delivery

DOCUMENT NUMBER: WI-LFS2513-1103 REVISION: 1.2

PROCEDURE STATUS Published Draft IMPLEMENTED DATE mm/dd/yy REVISION DATE mm/dd/yy 03/17/06

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT

1.0 PURPOSE/SCOPE This is a work instruction for the Project Management process in place at the Linc Facility Services located at JFK-IAT. Background:

“Our customers are most satisfied when we show and demonstrate “ownership” in everything we do.” (2005 LFS Report to Employees, Phil Rogers) It is the Mission of Linc Facility Services to provide our customers superior quality programs, technology and personnel by implementing customized facility management solutions. In order to fulfill our mission, we must have a process in place to efficiently manage the services we provide to our facility customers, thus, ensuring their trust and confidence in LFS that their daily operations will suffer no interruptions and that all their expectations and requirements will be met. Project Management is an integral process in helping to fulfill our mission. It is a process that belongs in the Delivery phase of The Linc Group’s 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. SOP-0050 Master Business Process and SOP-0056 Needs Assessment are also available in Section 5.0 of this policy. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Facility Manager and Regional Manager to ensure that all facility personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to adhere to its provisions. Procedure Title: Project Management

Page 1 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1103]

WHAT A new project is booked

WHEN Upon receipt of approval from Customer

COMPETENCY (WHO) Control and Planning Coordinator

HOW (TOOLS) CMMS Approved Proposal or Purchase Order Estimate

Create a material list

Pricing is obtained from multiple vendors for comparison Requisition forms are filled out Orders for parts and services are placed

4. 5.

Project Schedule is created

Construction kick-off meeting is conducted with Customer. Work is initiated

Upon creation of a project number After material list is created

Project Manager

Manual Process

Project Manager

Manual Process

Upon receipt of best prices from vendor Upon approval of requisition forms by Facility Manager Once ETA of parts are determined or schedule for subcontracted work, if any After project schedule is reviewed

Contracts and Purchasing Manager Contracts and Purchasing Manager

Manual Process - Requisition Form Manual Process

Project Manager

UDA Office

Project Manager

Manual Process

Upon receipt of parts and work has been scheduled

Project Manager Crew Subcontractors Project Manager

Manual Process

Facility Manager Project Manager Customer Project Manager

Manual Process

Upon completion of work

10.

Conduct a job walk through with Customer and record punch list items Sign off on project

11.

Project is 100% billed

Upon sign off on project by Customer

When punch list items are resolved

Manual Process

Accounts Receivable Invoicing Process PeopleSoft WI-LFS2513-1253

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS WORK INSTRUCTION: TERM CMMS

LFS2513

Procedure Title: Project Management

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1103]

TERM PeopleSoft Standard Operating Procedure, SOP

DEFINITION Accounting and Human Resources System for Linc Facility Services A Standard Operating Procedure is a document produced and approved by The Linc Group managers and issued on the Web Portal requiring that a particular approach be adopted as a means of accomplishing a task, and sets minimum standards to ensure a consistent and repetitive approach to operating practices. The focus of the SOP is on common requirements and results, not common procedures, tools or organizational structure. Business Units are encouraged to develop and demonstrate creative, adaptive, and flexible approaches for meeting the requirements of the SOP.

TLG UDA Construction Office

Work Instruction, WI

Acronym for The Linc Group Integrated project management system designed specifically for builders, remodelers, construction firms, and developers, includes estimating function. A Work Instruction (WI) is a document produced and approved by the Business Units and issued on the Web Portal. When details provided within a SOP do not relate entirely to your Business Unit business, WI’s are created to extend the intent of a SOP as viewed from a specific Business Unit perspective. WI's are required by a Business Unit or are required of a Business Unit by a SOP. WI's are specific in nature detailing the steps taken at the Business Unit to accomplish a task. WI's may modify an approach as stated in a SOP to accommodate the needs of a Business Unit.

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-LFS2513-1103-1 Project Management Micro Process Map SOP-0050 Master Business Process SOP-0056 BP – Delivery WI-LFS2513-1253 MS – Accounts Receivable

LOCATION QMSLinks: QMS Released Library: Reference Documents QMSLinks: QMS Released Library: SOPs QMSLinks: QMS Released Library: SOPs QMSLinks: QMS Released Library: Work Instructions

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE CMMS PeopleSoft UDA Construction Office

Procedure Title: Project Management

LOCATION Networked Work Order Management System Networked LFS Accounting and HR System Project Management Software

Page 3 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1103]

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)

1.2 03/17/06

LAST APPROVAL DATE (MM/DD/YY)

DOCUMENT AUTHOR: Steve Bell; Harry Sidden; Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision

1.0 1.1 1.2

SECTION / PARAGRAPH CHANGED

All 5.0, 9.0 10.0

CHANGE MADE

Initial Entry Added SOP links and revised notification list Added link to review records

DATE OF REVISION MM/DD/YY

05/05/05 06/07/05 03/17/06

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Facility Chief Engineer/Project Manager Facility Control and Planning Coordinator Facility Manager Facility Purchasing and Contracts Manager Regional Administrator Regional Manager VP, Corporate Support Services VP, Operations

Procedure Title: Project Management

Page 4 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1103]

10.0

APPROVALS FIRST APPROVER

NAME: GREG LUSH TITLE: TLG CHIEF INFORMATION OFFICER SIGNATURE:

THIRD APPROVER

SECOND APPROVER

NAME: LAVERA TRUVILLION TITLE: VP, CORPORATE SUPPORT SERVICES SIGNATURE:

FOURTH APPROVER

NAME: DAVE WHALEY TITLE: TLG CHIEF OPERATING OFFICER SIGNATURE:

NAME: PHIL ROGERS TITLE: LFS PRESIDENT SIGNATURE:

FIFTH APPROVER

SIXTH APPROVER

NAME: TITLE: SIGNATURE:

DOCUMENT HISTORY SECTION: Document Created on 05/05/05 by Melissa Cipriani Document Revised on 06/07/05 by Melissa Cipriani Document Revised on 03/17/06 by Melissa Cipriani

Procedure Title: Project Management

Page 5 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1251]

BUSINESS UNIT:

Linc Facility Services @ JFK-IAT, Jamaica, New York 1201 Louisiana, #2700, Houston, TX 77002-5678

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: MS - Vendor Management

AREA: Accounting TYPE OF PROCEDURE:

Management System

DOCUMENT NUMBER: WI-LFS2513-1251 REVISION: 1.3

PROCEDURE STATUS Review Process IMPLEMENTED DATE mm/dd/yy REVISION DATE mm/dd/yy 03/17/06

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT

1.0 PURPOSE/SCOPE This is a policy for the process requirements in the management of vendors including subcontractors of Linc Facility Services at the JFK IAT location. Background: The Linc Group values its relationship with all vendors and considers them our partners in providing the highest quality of service to all our customers. We are committed to a process that fosters fair and open competition and conducted under the highest ethical standards. Further, Linc Facility Servicesâ&#x20AC;&#x2122; commitment to providing an unmatched level of excellence for all customers can only be possible with the highest caliber of employees and vendors. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Facility Manager and Regional Manager to ensure that all facility personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to comply with all its provisions. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) 3.1 New Vendor Set-up STEP WHAT 1.

Submit new vendor information

Procedure Title: Vendor Management

WHEN A work order requires parts or services from a new vendor

COMPETENCY (WHO) Work Order Owner or Project Manager

HOW (TOOLS) Requisition Form

Page 1 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1251]

STEP

WHAT

Request W-9

Request Insurance Certificate Enter vendor information into System Submit W-9 and Insurance Certificate to Regional Administrator Qualify and approve new Vendor

4. 5.

Purchasing process can begin

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

Prior to setting up new vendor If vendor is a subcontractor

Purchasing Manager

Manual Process

Purchasing Manager

Manual Process

After W-9 and insurance certificate are received Prior to completing process

Purchasing Manager

PeopleSoft

Purchasing Manager

Manual Process

Regional Administrator

PeopleSoft

Purchasing Manager

PeopleSoft

After reviewing vendor entry in PeopleSoft and paperwork submitted After vendor approval is received and confirmed

3.2 Subcontractors: 3.2.1 JFK IAT has two types of subcontracted work: TYPE

EQUIPMENT

Scheduled or Services under Contract

Elevator Service Baggage Software Maintenance

Short Term Use

Roll-up Door Company

3.2.2

Procedure for Subcontracted Work:

STEP

WHAT

Requisition process is initiated

Subcontractor is assigned to work order Work is scheduled with customer Work order is completed

3. 4.

WHEN A work order requires services from a subcontractor that is not under contract or for “short term use”. When work order status is updated When work order is for a project Vendor completes scope of work

COMPETENCY (WHO)

HOW (TOOLS)

Project Manager or Purchasing Manager

Manual Process

Control and Planning Coordinator Project Manager

CMMS

Control and Planning Coordinator

CMMS

CMMS and Manual Process

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS WORK INSTRUCTION: TERM CMMS

LFS2513 PeopleSoft Standard Operating

Procedure Title: Vendor Management

Page 2 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1251]

TERM Procedure, SOP

DEFINITION approved by The Linc Group managers and issued on the Web Portal requiring that a particular approach be adopted as a means of accomplishing a task, and sets minimum standards to ensure a consistent and repetitive approach to operating practices. The focus of the SOP is on common requirements and results, not common procedures, tools or organizational structure. Business Units are encouraged to develop and demonstrate creative, adaptive, and flexible approaches for meeting the requirements of the SOP.

TLG Work Instruction, WI

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-LFS2513-1251-1 Vendor Management: New Vendor Set up Micro Process Map R-WI-LFS2513-1251-2 Vendor Management: Subcontractors

LOCATION QMSLinks: QMS Released Library: Reference Documents QMSLinks: QMS Released Library: Reference Documents

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

LOCATION Networked Work Order Management System Networked LFS Accounting and HR System

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

Procedure Title: Vendor Management

LOCATION

Page 3 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1251]

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

1.3 03/17/06

LAST APPROVAL DATE (MM/DD/YY)

DOCUMENT AUTHOR: Ed Zanotti; Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

SECTION / PARAGRAPH CHANGED

Revision

1.0 1.1 1.2 1.3

All 6.0, 9.0 3.0 10.0

DATE OF REVISION MM/DD/YY

CHANGE MADE

Initial Entry Added PeopleSoft and revised notification list Revisions from Facility Process Owner Review Added link to review records

05/05/05 06/07/05 06/30/05 03/17/06

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Facility Control and Planning Coordinator Facility Manager Facility Purchasing and Contracts Manager Regional Administrator Regional Manager VP, Corporate Support Services

10.0

APPROVALS

Please click on the link below to view the review and approval records in the QMS Library. Location Review Records Regional Review Records FIRST APPROVER

NAME: GREG LUSH TITLE: TLG CHIEF INFORMATION OFFICER SIGNATURE:

Procedure Title: Vendor Management

SECOND APPROVER

NAME: LAVERA TRUVILLION TITLE: VP, CORPORATE SUPPORT SERVICES SIGNATURE:

Page 4 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1251]

THIRD APPROVER

FOURTH APPROVER

NAME: DAVE WHALEY TITLE: TLG CHIEF OPERATING OFFICER SIGNATURE:

NAME: PHIL ROGERS TITLE: LFS PRESIDENT SIGNATURE:

FIFTH APPROVER

SIXTH APPROVER

NAME: TITLE: SIGNATURE:

Procedure Title: Vendor Management

Page 5 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1252]

BUSINESS UNIT:

Linc Facility Services @ JFK-IAT, Jamaica, New York 1201 Louisiana, #2700, Houston, TX 77002-5678

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: MS - Accounts Payable

AREA: Accounting TYPE OF PROCEDURE:

Management System

DOCUMENT NUMBER: WI-LFS2513-1252 REVISION: 1.3

PROCEDURE STATUS Review Process IMPLEMENTED DATE mm/dd/yy REVISION DATE mm/dd/yy 03/17/06

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT

1.0 PURPOSE/SCOPE This work instruction is a policy for the conduct of processing and remitting payment of vendor invoices at this Linc Facility Services location. Background: The Linc Group values its relationship with all vendors and considers them our partners in providing the highest quality of service to all our customers. The efficient processing of vendor invoices should be given priority to ensure that all costs incurred can be applied and invoiced in a timely manner. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Facility Manager and Regional Manager to ensure that all facility personnel understand and abide by the requirements of this work instruction and it is the responsibility of all employees to relate to this process with urgency as if the cash was coming from their pockets. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) STEP

WHAT

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

Invoice is received and date stamped

As incoming mail is sorted

Purchasing Manager

Manual Process

Invoices are cost coded according to account

After verifying accuracy of invoice

Purchasing Manager

Manual Process

Procedure Title: Accounts Payable

Page 1 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1252]

STEP

5. 6.

8. 9. 10.

11.

WHAT number, operating unit, project number, account activity, ID #, resource (reimbursable vs. nonreimbursable) Enter new customer into PeopleSoft and generate new Project Number Invoices are entered in batches of up to 25 and initialed Batch is reviewed and approved Invoice is reviewed and approved Approved batches are mailed to Corporate Accounts Payable Corporate A/P process is followed Purchase Detail Reports are reviewed for accuracy Coding errors are adjusted Invoice and back-up documentation are filed in LFS location

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

If there are any costs charged to a new Customer (tenant at JFK terminal for example) After all invoices are coded

Regional Administrator

PeopleSoft

Purchasing Manager

PeopleSoft

After batch is entered into System If there is a nonreimbursable invoice =/> $20,000 After all invoices are approved by FM

Facility Manager

Manual Process

Regional Manager

Manual Process

Purchasing Manager

Manual Process

After receipt of approved batches At the end of the month

Corporate Accounts Payable Admin Purchasing Manager Facility Manager Corporate Accounts Payable

PeopleSoft

Purchasing Manager

Vendor A/P File Folders

If errors are found during Purchase Detail Reports review When process is completed

PeopleSoft PeopleSoft

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS WORK INSTRUCTION: TERM LFS2513 PeopleSoft Standard Operating Procedure, SOP

DEFINITION LFS = Linc Facility Services 2513 = Facility Number for JFK at IAT, New York Accounting and Human Resources System for Linc Facility Services A Standard Operating Procedure is a document produced and approved by The Linc Group managers and issued on the Web Portal requiring that a particular approach be adopted as a means of accomplishing a task, and sets minimum standards to ensure a consistent and repetitive approach to operating practices. The focus of the SOP is on common requirements and results, not common procedures, tools or organizational structure. Business Units are encouraged to develop and demonstrate creative, adaptive, and flexible approaches for meeting the requirements of the SOP.

TLG

Procedure Title: Accounts Payable

Acronym for The Linc Group

Page 2 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1252]

Work Instruction, WI

A Work Instruction (WI) is a document produced and approved by the Business Units and issued on the Web Portal. When details provided within a SOP do not relate entirely to your Business Unit business, WI’s are created to extend the intent of a SOP as viewed from a specific Business Unit perspective. WI's are required by a Business Unit or are required of a Business Unit by a SOP. WI's are specific in nature detailing the steps taken at the Business Unit to accomplish a task. WI's may modify an approach as stated in a SOP to accommodate the needs of a Business Unit.

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-LFS2513-1252-1 Accounts Payable Micro Process Map

LOCATION QMSLinks: QMS Released Library: Reference Documents

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

LOCATION Networked LFS Accounting and HR System

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)

1.3 03/17/06

LAST APPROVAL DATE (MM/DD/YY)

DOCUMENT AUTHOR: Ed Zanotti; Melissa Cipriani

Procedure Title: Accounts Payable

DOCUMENT MANAGER: Melissa Cipriani

Page 3 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1252]

REASON FOR CHANGE:

SECTION / PARAGRAPH CHANGED

Revision

1.0 1.1 1.2 1.3

All 6.0, 9.0 3.0 10.0

DATE OF REVISION MM/DD/YY

CHANGE MADE

Initial Entry Added PeopleSoft and revised notification list Corrections from Process Owner Added link to review records

05/05/05 06/07/05 06/30/05 03/17/06

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Business Unit Corporate Accounts Payable Facility Manager Facility Purchasing and Contracts Manager Regional Administrator Regional Manager VP, Corporate Support Services

10.0

APPROVALS

Please click on the link below to view the review and approval records in the QMS Library. Location Review Records Regional Review Records FIRST APPROVER

NAME: GREG LUSH TITLE: TLG CHIEF INFORMATION OFFICER SIGNATURE:

THIRD APPROVER

SECOND APPROVER

NAME: LAVERA TRUVILLION TITLE: VP, CORPORATE SUPPORT SERVICES SIGNATURE:

FOURTH APPROVER

NAME: DAVE WHALEY TITLE: TLG CHIEF OPERATING OFFICER SIGNATURE:

NAME: PHIL ROGERS TITLE: LFS PRESIDENT SIGNATURE:

FIFTH APPROVER

SIXTH APPROVER

NAME: TITLE: SIGNATURE:

Procedure Title: Accounts Payable

NAME: TITLE: SIGNATURE:

Page 4 of 5

CONTROLLED DOCUMENT: [WI-LFS2513-1252]

QMS STANDARDS

Procedure Title: Accounts Payable

Page 5 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1253]

BUSINESS UNIT:

Linc Facility Services @ JFK-IAT, Jamaica, New York 1201 Louisiana, #2700, Houston, TX 77002-5678

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: MS - Accounts Receivable

AREA: Accounting TYPE OF PROCEDURE:

Management System

DOCUMENT NUMBER: WI-LFS2513-1253 REVISION: 1.3

PROCEDURE STATUS Review Process IMPLEMENTED DATE mm/dd/yy REVISION DATE mm/dd/yy 03/17/06

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT

1.0 PURPOSE/SCOPE This is a policy for the conduct of invoicing and collecting at this Linc Facility Services location. For The Linc Group policy on accounting for bad debts, please consult WI-TLG-1252 Accounts Receivable Policy. Background: Efficient Working Capital management is a priority for all The Linc Group Business Units. A minimal delay between incurring costs and billing our customers will decrease our cash out-of-pocket and will highlight any potential collection problems. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES The Linc Facility Services policy on invoicing is dependent on various requirements dictated by contracts executed at the individual sites. It is the responsibility of the Facility Manager and Regional Manager to ensure that all facility personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to relate to this process with urgency as if the cash was coming from their pockets. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) 3.1 Invoicing STEP 1.

WHAT

Run labor detail and purchase detail reports based on accounting

Procedure Title: Accounts Receivable

WHEN End of the month

COMPETENCY (WHO) Facility Administrator

HOW (TOOLS) PeopleSoft, Vista

Page 1 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1253]

STEP

WHAT

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

period (reimbursables and non-reimbursables) 2.

Create invoice

Submit invoice to Customer

Enter invoice into system

Upload invoice Excel document Payment is matched with invoice Apply payment to open invoice

6. 7.

3.2 Collections STEP

After costs are broken out by cost codes (labor, materials, etc) After back-ups are attached Back-ups include: Copies of vendor invoices; PeopleSoft Reports After invoice is approved by Customer After invoice is entered into Excel log at Facility After wire transfer is received After notifying Facility that payment has been received

Purchasing Manager

Excel Template

Purchasing Manager

Customer A/P System

Purchasing Manager

Customer A/P System

Purchasing Manager

Portal Team Site

Corporate A/R Personnel

Portal Team Site

Corporate A/R Personnel

Portal Team Site (modification to process)

WHAT

WHEN

Monitor outstanding invoices

End of the month

Purchasing Manager

A/R Aging Report PeopleSoft, Vista

Contact Facility Accounting Personnel Provide status to Corporate A/R personnel

Invoices over 30 days

Purchasing Manager

Phone Call

Following conversation with customer

Purchasing Manager

Outlook; Phone Call

COMPETENCY (WHO)

HOW (TOOLS)

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS WORK INSTRUCTION: TERM LFS2513 PeopleSoft Standard Operating Procedure, SOP

TLG Work Instruction, WI

Procedure Title: Accounts Receivable

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1253]

TERM

DEFINITION WI’s are created to extend the intent of a SOP as viewed from a specific Business Unit perspective. WI's are required by a Business Unit or are required of a Business Unit by a SOP. WI's are specific in nature detailing the steps taken at the Business Unit to accomplish a task. WI's may modify an approach as stated in a SOP to accommodate the needs of a Business Unit.

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-TLG-1252 Accounts Receivable Policy

LOCATION QMSLinks: QMS Released Documents: Work Instructions

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

LOCATION Networked LFS Accounting and HR System

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS R-WI-LFS2513-1253-1 Accounts Receivable Micro Process Map

LOCATION QMSLinks: QMS Released Documents: Reference Documents

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

1.3 03/17/06

LAST APPROVAL DATE (MM/DD/YY)

DOCUMENT AUTHOR: Ed Zanotti; Melissa Cipriani

Procedure Title: Accounts Receivable

DOCUMENT MANAGER: Melissa Cipriani

Page 3 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1253]

REASON FOR CHANGE:

SECTION / PARAGRAPH CHANGED

Revision

1.0 1.1 1.2 1.3

All 6.0, 9.0, 10.0 3.0 10.00

DATE OF REVISION MM/DD/YY

CHANGE MADE

Initial Entry Added PeopleSoft, revised notification list, and revised Approvers Corrections from Facility Process Owner Review Added link to review record

05/05/05 06/07/05 06/30/05 03/17/06

APPROVALS

Please click on the link below to view the review and approval records in the QMS Library. Location Review Records Regional Review Records FIRST APPROVER

SECOND APPROVER

NAME: GREG LUSH TITLE: TLG CHIEF INFORMATION OFFICER SIGNATURE:

NAME: LAVERA TRUVILLION TITLE: VP, CORPORATE SUPPORT SERVICES SIGNATURE:

THIRD APPROVER

FOURTH APPROVER

NAME: DAVE WHALEY TITLE: TLG CHIEF OPERATING OFFICER SIGNATURE:

NAME: PHIL ROGERS TITLE: LFS PRESIDENT SIGNATURE:

FIFTH APPROVER

SIXTH APPROVER

NAME: TITLE: SIGNATURE:

Procedure Title: Accounts Receivable

NAME: TITLE: SIGNATURE:

Page 4 of 5

CONTROLLED DOCUMENT: [WI-LFS2513-1253]

QMS STANDARDS

Procedure Title: Accounts Receivable

Page 5 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1254]

BUSINESS UNIT:

Linc Facility Services @ JFK-IAT, Jamaica, New York 1201 Louisiana, #2700, Houston, TX 77002-5678

STANDARD TYPE:

Work Instruction

DOCUMENT NUMBER: WI-LFS2513-1254 REVISION: 1.3

PROCEDURE TITLE: MS - Purchasing

AREA: Accounting TYPE OF PROCEDURE:

Management System

PROCEDURE STATUS Review Process IMPLEMENTED DATE mm/dd/yy REVISION DATE mm/dd/yy 03/17/06

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT

1.0 PURPOSE/SCOPE This work instruction is a policy for the process of procuring products and services from vendors and subcontractors at this Linc Facility Services location. Background:

“Linc Facility Services is a business-to-business productivity partner and a leader in technology and high value facility Services.” (2005 Report to Employees, Phil Rogers, LFS President) Linc Facility Services is committed to exemplifying the mission statement above and to this end, conducts business with vendors who display the same caliber of performance and adhere to the highest ethical standards. Further, The Linc Group considers our vendors and subcontractors our partners, which holds them to the same high standards our customers expect of us. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Facility Manager and Regional Manager to ensure that all facility personnel understand and abide by the requirements of this policy. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) STEP

WHAT

Fill out a requisition form

Approve requisition form

Procedure Title: Purchasing

WHEN Work order requires a part or subcontractor services Upon review and approval by Chief Engineer

COMPETENCY (WHO) Work Order Owner Facility Manager

HOW (TOOLS) Requisition Form Manual Process Requisition Form Manual Process

Page 1 of 4

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1254]

STEP 3. 4. 5. 6. 7. 8. 9. 10.

WHAT Review and approve requisition Place order with vendor ETA of parts or services is updated in work order Parts are applied to inventory/stock Services are scheduled with Customer Transfer parts from inventory to work order Update work order Invoice is received for parts or services

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

If purchase is =/>$20K

Regional Manager

Upon approval of requisition Order is processed and ETA is provided by Vendor Parts are received

Purchasing Manager

Requisition Form Manual Process Manual Process

Purchasing Manager

CMMS

Purchasing Manager

CMMS

Work Order Owner or Project Manager Work Order Owner

Manual Process and CMMS CMMS

Work Order Owner Purchasing Manager

CMMS Manual Process

If requisition is for subcontracted services Parts are ready for installation Parts are installed When parts or services are delivered

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS WORK INSTRUCTION: TERM CMMS

LFS2513 PeopleSoft Standard Operating Procedure, SOP

TLG Work Instruction, WI

Procedure Title: Purchasing

DEFINITION Acronym for Computerized Maintenance Management System; a networked work order management system accessible by both LFS and the Customer, JFK at IAT. LFS = Linc Facility Services 2513 = Facility Number for JFK at IAT, New York Accounting and Human Resources System for Linc Facility Services A Standard Operating Procedure is a document produced and approved by The Linc Group managers and issued on the Web Portal requiring that a particular approach be adopted as a means of accomplishing a task, and sets minimum standards to ensure a consistent and repetitive approach to operating practices. The focus of the SOP is on common requirements and results, not common procedures, tools or organizational structure. Business Units are encouraged to develop and demonstrate creative, adaptive, and flexible approaches for meeting the requirements of the SOP. Acronym for The Linc Group A Work Instruction (WI) is a document produced and approved by the Business Units and issued on the Web Portal. When details provided within a SOP do not relate entirely to your Business Unit business, WIâ&#x20AC;&#x2122;s are created to extend the intent of a SOP as viewed from a specific Business Unit perspective. WI's are required by a Business Unit or are required of a Business Unit by a SOP. WI's are specific in nature detailing the steps taken at the Business Unit to accomplish a task. WI's may modify an approach as stated in a SOP to accommodate the needs of a Business Unit.

Page 2 of 4

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1254]

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-LFS2513-1254-1 Purchasing Micro Process Map

LOCATION QMSLinks: QMS Released Library: Reference Documents

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

LOCATION Networked Work Order Management System Networked LFS Accounting and HR System

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

1.3 03/17/06

(MM/DD/YY)

LAST APPROVAL DATE (MM/DD/YY)

DOCUMENT AUTHOR: Ed Zanotti; Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision

1.0 1.1 1.2 1.3

SECTION / PARAGRAPH CHANGED

All 6.0, 9.0 3.0 10.0

Procedure Title: Purchasing

CHANGE MADE

Initial Entry Added CMMS and revised notification list Revisions from Facility Process Owner Review Added link to review records

DATE OF REVISION MM/DD/YY

05/05/05 06/07/05 06/30/05 03/17/06

Page 3 of 4

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1254]

10.0 APPROVALS Please click on the link below to view the review and approval records in the QMS Library. Location Review Records Regional Review Records FIRST APPROVER

SECOND APPROVER

NAME: GREG LUSH TITLE: TLG CHIEF INFORMATION OFFICER SIGNATURE:

NAME: LAVERA TRUVILLION TITLE: VP, CORPORATE SUPPORT SERVICES SIGNATURE:

THIRD APPROVER

FOURTH APPROVER

NAME: DAVE WHALEY TITLE: TLG CHIEF OPERATING OFFICER SIGNATURE:

NAME: PHIL ROGERS TITLE: LFS PRESIDENT SIGNATURE:

FIFTH APPROVER

SIXTH APPROVER

NAME: TITLE: SIGNATURE:

Procedure Title: Purchasing

Page 4 of 4

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1255]

BUSINESS UNIT:

Linc Facility Services @ JFK-IAT, Jamaica, New York 1201 Louisiana, #2700, Houston, TX 77002-5678

STANDARD TYPE:

Work Instruction

DOCUMENT NUMBER: WI-LFS2513-1255 REVISION: 1.3

PROCEDURE TITLE: MS - Payroll

AREA: Accounting TYPE OF PROCEDURE:

Management Systems

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE mm/dd/yy

Review Process 03/17/06

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT

1.0 PURPOSE/SCOPE This work instruction provides the procedure and conduct for processing payroll for all Linc Facility Services employees at JFK IAT. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Facility Manager and Regional Manager to ensure that all facility personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to comply with its provisions. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) STEP 1. 2. 3. 4. 5.

WHAT Employee number is generated Time card is completed Time card is inputted into System Vacation and sick time spreadsheet is updated Salaried employees are processed based on 40hour work week Payroll reconciliation sheet is generated

Procedure Title: Payroll

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

A new employee is hired

Corporate HR

Vista

At the end of the week

Hourly employees

At the end of the week

Facility Administrator

Manual Process Excel Template Vista

At the end of the week

Facility Administrator

Manual Process

Prior to completing corporate payroll process

Corporate Payroll

Vista

Prior to completing corporate payroll process

Facility Admin

Vista

Page 1 of 4

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1255]

STEP 7. 8.

WHAT Overtime labor is approved Corporate Payroll Process is completed

WHEN

COMPETENCY (WHO)

If not pre-approved by FM

Facility Manager

After reconciliation sheet is approved by FM

Corporate Payroll

HOW (TOOLS) Manual Process using Vista Payroll Reconciliation Sheet Vista

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS WORK INSTRUCTION: TERM CMMS

LFS2513 PeopleSoft/Vista Standard Operating Procedure, SOP

TLG Work Instruction, WI

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-LFS2513-1255-1 Payroll Micro Process Map

Procedure Title: Payroll

LOCATION QMSLinks: QMS Released Library: Reference Documents

Page 2 of 4

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1255]

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE CMMS PeopleSoft/Vista

LOCATION Networked Work Order Management System Networked LFS Accounting and HR System

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

LOCATION PeopleSoft/Vista

8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION

1.3 03/17/06

(MM/DD/YY)

LAST APPROVAL DATE (MM/DD/YY)

DOCUMENT AUTHOR: Ed Zanotti; Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

SECTION / PARAGRAPH CHANGED

Revision

1.0 1.1 1.2 1.3

All 6.0, 9.0 3.0 10.00

CHANGE MADE

Initial Entry Added PeopleSoft and revised notification list Revisions from Facility Process Owner Review Added link to review records

DATE OF REVISION MM/DD/YY

05/05/05 06/07/05 06/30/05 03/17/06

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Business Unit Corporate Payroll Corporate HR Representatives Facility Administrator Procedure Title: Payroll

Page 3 of 4

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1255]

ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Facility Manager Regional Administrator Regional Manager VP, Corporate Support Services

10.0

APPROVALS

Please click on the link below to view the review and approval records in the QMS Library. Location Review Records Regional Review Records FIRST APPROVER

NAME: GREG LUSH TITLE: TLG CHIEF INFORMATION OFFICER SIGNATURE:

THIRD APPROVER

SECOND APPROVER

NAME: LAVERA TRUVILLION TITLE: VP, CORPORATE SUPPORT SERVICES SIGNATURE:

FOURTH APPROVER

NAME: DAVE WHALEY TITLE: TLG CHIEF OPERATING OFFICER SIGNATURE:

NAME: PHIL ROGERS TITLE: LFS PRESIDENT SIGNATURE:

FIFTH APPROVER

SIXTH APPROVER

NAME: TITLE: SIGNATURE:

Procedure Title: Payroll

Page 4 of 4

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1351]

BUSINESS UNIT:

Linc Facility Services @ JFK-IAT, Jamaica, New York 1201 Louisiana, #2700, Houston, TX 77002-5678

STANDARD TYPE:

Work Instruction

DOCUMENT NUMBER: WI-LFS2513-1351 REVISION: 1.2

PROCEDURE TITLE: MS - Safety

AREA: Safety TYPE OF PROCEDURE:

Management System

PROCEDURE STATUS Published Draft IMPLEMENTED DATE mm/dd/yy REVISION DATE mm/dd/yy 03/17/06

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT

1.0 PURPOSE/SCOPE This is a work instruction for the Safety processes in place at the Linc Facility Services located at JFK-IAT. Background: The Linc Group and its business units are committed to providing a safe work environment and the safety of TLG employees is one of our highest priorities. LFS values human capital as its most important resource and promotes a culture of safety among all facility personnel including those who are contracted to provide services at all locations. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Facility Manager and Regional Manager to not only ensure that all facility personnel understand and abide by the requirements of this policy but also to foster a culture of safety among all employees and relationships. 2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President is the point of escalation for all notifications in question or contested by users or management. The Linc Group Vice President of Environmental, Health and Safety (EHS) is the point of escalation for matters directly related to EHS. 3.0 PROCEDURE (SOP OR WI STEPS) STEP 1.

WHAT Safety related incident is reported to Supervisor. Incidents may include: Personal injury Illness

Procedure Title: Safety

WHEN Immediately after occurrence

COMPETENCY (WHO) Employee

HOW (TOOLS) Manual Process

Page 1 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1351]

STEP

WHAT

3. 4.

8. 9.

Property damage Vehicle accident Fill out appropriate incident form.

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

Upon notification

Supervisor

Notification of new posting is received Corporate Claims Management Process is followed Safety training session is conducted either one-onone or as part of monthly training session Employee is given modified duties in order to minimize or prevent loss of work days Employee is returned to normal duties

Upon receipt of Alert

Corporate Safety Manager Corporate Safety Manager

Incidents are compiled and reported A corrective or preventive action is generated

If physical injury, illness or property damage is involved If re-training is required as a result of incident

Supervisor

Accident investigation report Vehicle accident report OSHA Form 300 Portal: EHS Team Site Portal: EHS Team Site Corporate Process

TLG Safety Manual Portal: EHS Team Site

If incident involves injury requiring modified duties

Supervisor

Manual Process

Upon release from medical personnel

Supervisor

Manual Process

Monthly

VP, EHS

Upon review of Board of Directors Report

VP, EHS

Medical Release Form Board of Directors Safety Report Portal: BOD Safety Repository Team Site

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS WORK INSTRUCTION: TERM Alert

BOD KPI LFS2513 LPI PeopleSoft Standard Operating Procedure, SOP

DEFINITION Automated email notification when a modification of record occurs within a Portal team site. Alerts are set according to individual frequency and type of modification (new, changes, deletions). Board of Directors Key Performance Indicator LFS = Linc Facility Services 2513 = Facility Number for JFK at IAT, New York Linc Productivity Index Accounting and Human Resources System for Linc Facility Services A Standard Operating Procedure is a document produced and approved by The Linc Group managers and issued on the Web Portal requiring that a particular approach be adopted as a means of accomplishing a task, and sets minimum standards to ensure a consistent and repetitive approach to operating practices. The focus of the SOP is on common requirements and results, not common procedures, tools or organizational structure. Business Units are encouraged to develop and demonstrate creative,

Procedure Title: Safety

Page 2 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1351]

TERM

TLG Work Instruction, WI

DEFINITION adaptive, and flexible approaches for meeting the requirements of the SOP. Acronym for The Linc Group A Work Instruction (WI) is a document produced and approved by the Business Units and issued on the Web Portal. When details provided within a SOP do not relate entirely to your Business Unit business, WIâ&#x20AC;&#x2122;s are created to extend the intent of a SOP as viewed from a specific Business Unit perspective. WI's are required by a Business Unit or are required of a Business Unit by a SOP. WI's are specific in nature detailing the steps taken at the Business Unit to accomplish a task. WI's may modify an approach as stated in a SOP to accommodate the needs of a Business Unit.

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-LFS2513-1351-1 Safety Micro Process Map

LOCATION QMSLinks: QMS Released Library: Reference Documents

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

LOCATION Networked Work Order Management System Networked LFS Accounting and HR System

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS TLG Safety Board of Directors Report TLG Environment, Health and Safety Team Site TLG Safety Manual Safety Incident Reporting Forms

LOCATION Portal: Restricted Team Site Portal: EHS Team Site Portal: EHS Team Site Portal: EHS Team Site

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

1.2 03/17/06

LAST APPROVAL DATE (MM/DD/YY)

Procedure Title: Safety

Page 3 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1351]

DOCUMENT AUTHOR: Harry Sidden; Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision

1.0 1.1 1.2

SECTION / PARAGRAPH CHANGED

All 7.0, 9.0 10.0

DATE OF REVISION MM/DD/YY

CHANGE MADE

Initial Entry Added EHS team site links and revised notification list Added link to review records

05/05/05 06/07/05 03/17/06

8.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Chief Information Officer Corporate Safety Manager Facility Chief Engineer Facility Manager Regional Manager VP, Corporate Support Services VP, Environment, Health and Safety 9.0 APPROVALS Please click on the link below to view the review and approval records in the QMS Library. Location Review Records Regional Review Records FIRST APPROVER

NAME: GREG LUSH TITLE: TLG CHIEF INFORMATION OFFICER SIGNATURE:

THIRD APPROVER

SECOND APPROVER

NAME: LAVERA TRUVILLION TITLE: VP, CORPORATE SUPPORT SERVICES SIGNATURE:

FOURTH APPROVER

NAME: DAVE WHALEY TITLE: TLG CHIEF OPERATING OFFICER SIGNATURE:

NAME: PHIL ROGERS TITLE: LFS PRESIDENT SIGNATURE:

FIFTH APPROVER

SIXTH APPROVER

NAME: TITLE: SIGNATURE:

Procedure Title: Safety

NAME: TITLE: SIGNATURE:

Page 4 of 5

CONTROLLED DOCUMENT: [WI-LFS2513-1351]

QMS STANDARDS

DOCUMENT HISTORY SECTION: Document Created on 05/05/05 by Melissa Cipriani Document Revised on 06/07/05 by Melissa Cipriani Document Revised on 03/17/06 by Melissa Cipriani

Procedure Title: Safety

Page 5 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1451]

BUSINESS UNIT:

Linc Facility Services @ JFK-IAT, Jamaica, New York 1201 Louisiana, #2700, Houston, TX 77002-5678

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: MS - Estimating and Sales

AREA: Business Process TYPE OF PROCEDURE:

Sales

DOCUMENT NUMBER: WI-LFS2513-1451 REVISION: 1.2

PROCEDURE STATUS Published Draft IMPLEMENTED DATE mm/dd/yy REVISION DATE mm/dd/yy 03/17/06

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT

1.0 PURPOSE/SCOPE This is a work instruction for the Estimating and Sales processes in place at the Linc Facility Services located at JFK-IAT. Background: The Linc Group and its business units are committed to setting an unmatched level of excellence for our customers and continually challenging ourselves to go above and beyond expectations. In order to meet our customer’s expectations and continually deliver the best value, LFS does not sell projects but instead, provide solutions to problems. The process of solving a customer’s problem creates opportunity and this is accomplished through one of the key elements of TLG’s Master Business Process, the Needs Assessment process. The Needs Assessment Phase is a discovery process. It ensures “Quality in Perception” by setting the minimum requirements to develop an understanding of the prospective customer’s situation, problems, and opportunities to align with product and service offering. It ensures “Quality in Fact” by setting the minimum requirements to develop an understanding of the (process) customer’s situation, problems, and opportunities to drive process design and execution. SOP-0050 Master Business Process and SOP-0053 Needs Assessment are also available in Section 5.0 of this policy. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES It is the responsibility of the Facility Manager and Regional Manager to ensure that all facility personnel understand and abide by the requirements of this policy and it is the responsibility of all employees to adhere to its provisions.

Procedure Title: Estimating and Sales

Page 1 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1451]

2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Business Unit President and the Vice President of Operations are the points of escalation for all notifications in question or contested by users or management. 3.0 PROCEDURE (SOP OR WI STEPS) Opportunities at JFK IAT are originated one of two ways: 1. Work generated by planned maintenance or service request that is considered out of scope services. Out of scope services are those that are not covered in LFSâ&#x20AC;&#x2122;s contract with JFK IAT. 2. Upselling or in response to a Request for Proposal (RFP) from a customer: JFK IAT customers include new or existing tenants at the terminal. STEP 1.

WHAT

Perform site visit or walkthrough with Prospective customer Request quotes from subcontractors Generate estimate

Generate proposal

Submit proposal along with breakdown sheet to Customer Signed proposal or purchase order is received Work Order Management process is initiated

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

Opportunity is presented by either of the two ways listed above If subcontracted services are required Upon review of scope requirements and completion of site visit Upon review and approval by Facility Manager Upon review and approval by Facility Manager

Project Manager (Chief Engineer or Facility Manager) Project Manager

RFP

Project Manager

UDA Office

Contracts and Purchasing Manager Project Manager

Proposal Template

Upon review and approval by Customer

Project Manager

External Process

Upon receipt of signed proposal or PO

Controls and Planning Coordinator

CMMS

Maintenance Work Order Manual Process

Manual Process

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS WORK INSTRUCTION: TERM CMMS

LFS2513 Standard Operating Procedure, SOP

Procedure Title: Estimating and Sales

DEFINITION Acronym for Computerized Maintenance Management System; a networked work order management system accessible by both LFS and the Customer, JFK at IAT. LFS = Linc Facility Services 2513 = Facility Number for JFK at IAT, New York A Standard Operating Procedure is a document produced and approved by The Linc Group managers and issued on the Web Portal requiring that a particular approach be adopted as a means of accomplishing a task, and sets minimum standards to ensure a consistent and repetitive approach to operating practices. The focus of the SOP is on common requirements and results, not common procedures, tools or organizational structure.

Page 2 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1451]

TERM

TLG UDA Construction Office

Work Instruction, WI

DEFINITION Business Units are encouraged to develop and demonstrate creative, adaptive, and flexible approaches for meeting the requirements of the SOP. Acronym for The Linc Group Integrated project management system designed specifically for builders, remodelers, construction firms, and developers, includes estimating function. A Work Instruction (WI) is a document produced and approved by the Business Units and issued on the Web Portal. When details provided within a SOP do not relate entirely to your Business Unit business, WI’s are created to extend the intent of a SOP as viewed from a specific Business Unit perspective. WI's are required by a Business Unit or are required of a Business Unit by a SOP. WI's are specific in nature detailing the steps taken at the Business Unit to accomplish a task. WI's may modify an approach as stated in a SOP to accommodate the needs of a Business Unit.

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-LFS2513-1451-1 Estimating and Sales Micro Process Map SOP-0050 Master Business Process SOP-0053 BP – Needs Assessment

LOCATION QMSLinks: QMS Released Library: Reference Documents QMSLinks: QMS Released Library: SOPs QMSLinks: QMS Released Library: SOPs

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE CMMS UDA Construction Office

LOCATION Networked Work Order Management System Project Management Software

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

1.2 03/17/06

(MM/DD/YY)

Procedure Title: Estimating and Sales

Page 3 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1451]

LAST APPROVAL DATE (MM/DD/YY)

DOCUMENT AUTHOR: Steve Bell; Harry Sidden; Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

SECTION / PARAGRAPH CHANGED

Revision

1.0 1.1 1.2

All 5.0, 7.0, 9.0 10.0

DATE OF REVISION MM/DD/YY

CHANGE MADE

Initial Entry Added SOP links, UDA office, and revised notification list Added link to review records

05/05/05 06/07/05 03/17/06

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Chief Engineer Facility Manager Facility Purchasing and Contracts Manager LFS VP, Corporate Support Services LFS VP, Operations Regional Administrator Regional Manager 10.0

APPROVALS

Please click on the link below to view the review and approval records in the QMS Library. Location Review Records Regional Review Records FIRST APPROVER

NAME: GREG LUSH TITLE: TLG CHIEF INFORMATION OFFICER SIGNATURE:

THIRD APPROVER

NAME: DAVE WHALEY TITLE: TLG CHIEF OPERATING OFFICER SIGNATURE:

Procedure Title: Estimating and Sales

SECOND APPROVER

NAME: LAVERA TRUVILLION TITLE: VP, CORPORATE SUPPORT SERVICES SIGNATURE:

FOURTH APPROVER

NAME: PHIL ROGERS TITLE: LFS PRESIDENT SIGNATURE:

Page 4 of 5

QMS STANDARDS

CONTROLLED DOCUMENT: [WI-LFS2513-1451]

FIFTH APPROVER NAME: TITLE: SIGNATURE:

SIXTH APPROVER

NAME: TITLE: SIGNATURE:

DOCUMENT HISTORY SECTION: Document Created on 05/05/05 by Melissa Cipriani Document Revised on 06/07/05 by Melissa Cipriani Document Revised on 03/17/06 by Melissa Cipriani

Procedure Title: Estimating and Sales

Page 5 of 5

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York

Process Maps

Published: June 2006 (Published Draft) Version 1.2

Quality Management System Manual The Linc Group Controlled Document

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

Linc Facility Services – JFK-IAT, Jamaica, New York Master Business Process (Macro Map) – R-WI-LFS2513-0600-1 Facility Manager 06/20/05

Subcontractors HR/Recruiting/ Labor Relations

Work Order Management (Scheduled & Unscheduled Work)

LPI’s CA/PA

Customer Value

Orig Cust/ Profile Cust

Corporate Quality Management System

HR/Recruiting/ Labor Relations

Cust Scorecard

Subcontractors

Estimating and Sales

Training

Profile Customer/ Needs Assess/Bus Case

Fleet Management Accounting Vendor Management Subcontractors

HR/Recruiting/ Labor Relations

Quality and KPI’s

Subcontractors

Purchasing

Productivity

Continual Improvement

Safety

Purchasing

Measurement & Verif

HR/Recruiting/ Labor Relations

Project Management

Work Order Management (Execution of Work)

Transition And Validation

Delivery

Legend: Out of Scope Services Only All Services Supporting Processes (Micro)

NODE:

1.0.0

TITLE:

LFS/JFK at IAT - Macro Map Bundled Energy Solutions: Preliminary Proposal - Survey

NO.:

050623 MD MC 040421

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

Linc Facility Services â&#x20AC;&#x201C; JFK-IAT, Jamaica, New York Quality: R-WI-LFS2513-1001 Facility Manager/Chief Engineer/Control and Planning Coordinator 03/17/06

Facility Operations

Process Start

Asst Chief Engineer consults with original work order owner (tech or sub)

Work order owner completes work order in CMMS

Facility Management and Administration

Control and Planning Coordinator monitors all work orders in CMMS to ensure integrity and accuracy of information

Asst Chief Eng/Lead Eng conducts re-training session either one-on-one or during the scheduled monthly staff meeting

Yes

Are there training issues that need to be addressed?

Chief Engineer Generates a Quality Control (QC) work order and assigns Asst Chief Eng/supervisor to investigate probable issues

Asst Chief Engineer updates QC work order with resolution

Control and Planning Coordinator generates Monthly Activity Reports from MP2 system

FM reviews activity reports generated by Control and Planning Coordinator from MP2 system

Yes

Chief Engineer reviews completed work orders

Are there issues that may require follow up?

Chief Engineer reviews and closes work order

Monthly KPI Report is generated based on MP2 activity reports using Excel templates and posted in Portal LPI team site and submitted to JFK

Process End

JFK IAT Receives And Reviews KPI reports

Customer

Shape Legend:

NODE:

Process

1.0.0

Manual Input

Networked

External Process

Decision

TITLE:

at Preliminary IAT - Quality Bundled Energy LFS/JFK Solutions: Proposal - Survey

Any issues with KPI reports?

Yes

Consult CMMS and MP2 System for details

NO.:

060317 MD MC 040421

Facility Operations

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

Linc Facility Services – JFK-IAT, Jamaica, New York Human Resources R-WI-LFS2513-1051-1 Facility Manager/Facility Administrator 03/17/06

Process Start

Facility Management and Administration

Facility Manager submits request for a posting for a new position

Facility Manager posts new position in local publications

Is position for a Union employee?

Facility Manager conducts interview process with prospective hire

Is candidate Hired?

Yes

Follow HR New Hire Process

Process End

Corporate and Regional Services

Yes

Corporate HR publishes posting in Monster.com

Corporate HR sends resume’s to Facility Manager Shape Legend:

Third Party/Vendor

Process

NODE:

Local 30 sends resume’s of prospective hires

1.0.0

TITLE:

LFS/JFK at IAT at - Human Resources: New Hires/Terminations LFS/JFK IAT - Human Resources: Recruiting

Manual Input

Networked

External Process

Decision

NO.:

050505 MC 060317

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

Linc Facility Services – JFK-IAT, Jamaica, New York Human Resources R-WI-LFS2513-1051-2 Facility Manager/Facility Administrator 03/17/06

Shape Legend:

Facility Operations

Process

Process Start

de: inclu ires H 1K, New for , 40 n ce ork erw sura p in a ( P n HR plicatio ackage - Ap nefits P e -B ) etc. 2 -W-

Employee is trained in equipment and processes for his area of responsibility

Process End

Manual Input

Networked

External Process

Decision

Yes

A decision is made by Facility Manager (FM) to hire a new employee Facility Management and Administration

Voluntary or involuntary termination

FM signs PCA Form

Employee record is received in Vista

Employee returns airport ID’s, Intellikey and signs exit interview form

Employee Supervisor conducts exit interview

Is new employee a technician?

Exit interview form is filed in personnel folder.

No Employee record is entered or modified in Employees Team Site

Office or administrative staff is trained on his/ her duties

Employee completes HR paperwork provided by Facility Admin

Process End

Employee is not hired Completed paperwork is forwarded to Regional Office and Corporate HR

Customer

JFK Process for New Hire is followed

Corporate Services

JFK Process for new hires includes: Drug Testing Finger printing 10-year background check by Port Authority

Does prospective employee pass JFK’s process?

Yes

Employee completes a 4-hour Security Identification Display Area (SIDA) class and is given an employee badge

Corporate processes are initiated for IT, Education, Quality and HR

Is this for a termination?

No Yes

NODE:

1.0.0

TITLE:

Corporate HR process for new hires is followed including entry of new employee record into Vista

Corporate HR process for termination is followed including modification of employee record in Vista

LFS/JFK at Energy IAT - Human Resources: NewProposal Hires/Terminations Bundled Solutions: Preliminary - Survey

NO.:

060317 MD MC 040421

Facility Operations

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

Linc Facility Services â&#x20AC;&#x201C; JFK-IAT, Jamaica, New York Human Resources R-WI-LFS2513-1051-3 Facility Manager/Facility Administrator 03/17/06

Shape Legend: Process

Manual Input

Networked

External Process

Decision

Employee signs Performance Review document.

Facility Management and Administration

Performance review is conducted by Facility Manager (FM) on anniversary hire date of employee

Regional and Corporate Services

PCA form is signed by FM for each Union employee and forwarded to Regional Manager

Updated record is received in Vista

Process Start

1.0.0

TITLE:

Process End

FM signs PCA form if there is a pay rate change and forwards along with signed Performance Review document to Regional Manager

Regional Manager reviews, signs and forwards PCA form to Corporate HR

Third Party or Vendor

NODE:

Process Start

Corporate HR updates record in Vista

Union raise is granted on the 1st of the year

LFS/JFK IAT - Human Resources: Performance BundledatEnergy Solutions: Preliminary Proposal - Reviews Survey

NO.:

060317 MD MC 040421

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

Lead Engineer identifies the need for re-training on a Quality Control work order

Process Start

Facility Operations

Linc Facility Services â&#x20AC;&#x201C; JFK-IAT, Jamaica, New York Training: R-WI-LFS2513-1052-1 Facility Manager/Chief Engineer 03/17/06

Chief Engineer determines if training is applicable to all employees

Chief or Lead Engineer conducts one-on-one training session with relevant employee

Is technician an Apprentice?

Training is scheduled/ realized, then entered into CMMS

Yes

A safety related incident (injury, property damage, etc) requires re-training

Chief Engineer meets with apprentice weekly to check up on attendance and grades

Yes

Facility Management and Administration

Training is discussed at Monthly Lead Engineer Meeting

Corporate and Regional Services

Process Start

Training topics are provided from Corporate Safety Manager

Training hours are submitted to Corporate as part of KPI/LPI report

Process End

Shape Legend: Process Vendor/Third Party

Networked Networked

NODE:

Manual Input Decision

Process Start

External Process

1.0.0

TITLE:

at IAT: Training Bundled EnergyLFS/JFK Solutions: Preliminary Proposal - Survey

Local 30 conducts Apprenticeship Program (3 year program)

NO.:

060317 MD MC 040421

Facility Operations

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

Linc Facility Services â&#x20AC;&#x201C; JFK-IAT, Jamaica, New York Fleet Management: R-WI-LFS2513-1101-1 Facility Manager/Control and Planning Coordinator 03/17/06

Facility Management and Administration

Process Start

Facility Manager (FM) submits New Vehicle Request to Corporate Fleet Manager

New Vehicle Is received By FM

Planning and Control Coordinator enters vehicle maintenance schedule into CMMS

FM will address inspection issues

Process End

Customer

Corporate and Regional Services

Port Authority performs PA inspection

Does vehicle Pass Inspection?

Yes

Port Authority issues PA license plates

Fleet Manager follows Corporate process for New Vehicle Requests

Shape Legend: Process

Vendor

Fleet Vendor Delivers New Vehicle

NODE:

1.0.0

TITLE:

LFS/JFK at IAT - Preliminary Fleet Management Bundled Energy Solutions: Proposal - Survey

Manual Input

Networked

External Process

Decision

NO.:

060317 MD MC 040421

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

Linc Facility Services â&#x20AC;&#x201C; JFK-IAT, Jamaica, New York Work Order Management R-WI-LFS2513-1102-1 Control and Planning Coordinator 03/17/06

Facility Operations

Shape Legend:

Work Order is generated by Lead Engineer and prioritized 1 thru 4

Facility Management and Administration

Simultaneous to call into JFK OCC, Siemens Building Management Systems is monitored for any problems or system failures

Work is initiated and work order is updated in CMMS until work is completed

Yes

Process Are there additional out of scope work required?

Manual Input

External Process

Yes

Ops Control Contacts Lead Engineer via radio/telephone for dispatching within 1015 minutes

Networked

No Does work order require a subcontractor?

Is new call a Priority 1,2 or 3 call?

Decision

Facility Manager or Project Manager follows Estimating/ Sales Process

CMMS is monitored for new or active work orders

Process End

P4 calls are scheduled by Planning and Control Coordinator

Yes

Is sub under contract?

Billing category is updated (in scope vs out of scope services or billable vs nonbillable)

Purchasing manager issues a Requisition for services

Chief Engineer reviews completed work orders daily and change status to Closed

Yes

Vendor/Third Party

Customer

Call is received at JFK Operations Control Center

NODE:

Call is entered into CMMS as a work order and prioritized (1-4)

Yes Process Start

1.0.0

TITLE:

Work is completed

LFS/JFK at IAT - Work Order Management - Unscheduled Work Bundled Energy Solutions: Preliminary Proposal - Survey

Are there additional out of scope work required?

NO.:

060317 MD MC 040421

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

Linc Facility Services – JFK-IAT, Jamaica, New York Work Order Management: R-WI-LFS2513-1102-2 Control and Planning Coordinator 03/17/06

Facility Operations

Types of Scheduled PM Work: HVAC; Baggage Systems; Fire/Life Safety; Laser Docking System; Plumbing; Loading Bridges; Security; CMMS MP2 Maintenance; Lift Net (Escalators/Elevators)

No Work is initiated and work order is updated in CMMS until work is completed

Is there additional out of scope work required?

Is there additional work required that’s included in our contract?

Facility Management and Administration

Process Start

Scheduled PM work orders are released from CMMS on a weekly basis

PM’s are added to assigned list to be completed as scheduled

Does work order require a subcontractor?

Yes

Facility Manager or Project Manager follows Estimating/ Sales Process

Planning and Control Coordinator creates corrective maintenance work order in CMMS

Yes

Shape Legend:

Planning and Control Coordinator reviews completed work orders for accuracy and integrity

Customer

Process

Work orders are monitored in CMMS

Manual Input

Vendor/Third Party

Networked Decision

1.0.0

TITLE:

Chief Engineer reviews completed work orders daily and change status to Closed

Yes

External Process

NODE:

Work Order is updated and completed

Work is completed

Are there additional out of scope work required?

Is there additional work required that’s included in our contract?

LFS/JFK - Unscheduled Work LFS/JFKatatIAT IAT- -Work WorkOrder OrderManagement Management: Scheduled Work

Process End

NO.:

050505 MC 060317

Work Order owners initiate work and update work order in CMMS until work is completed

Process

Manual Input

Networked

External Process

Decision

Project Manager creates a material list and obtains best pricing from vendors and subcontractors If required; forward material list to Purchasing Manager

Customer Vendor/Third Party

Process Start

1.0.0

TITLE:

Punch list items are resolved; work order is updated Process End

PM conducts a job walk through and punch list items are recorded

Purchasing and Contracts Manager fills out requisition forms for parts and services from subs

Planning and Control Coordinator enters Project into CMMS

Customer approves a Proposal for out of scope services

NODE:

Linc Facility Services â&#x20AC;&#x201C; JFK-IAT, Jamaica, New York Project Management: R-WI-LFS2513-1103-1 Facility Manager/Chief Engineer 03/17/06

Shape Legend:

Facility Management and Administration

Facility Operations

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

PM creates a Project Schedule

PM conducts a construction meeting with Customer; provide milestones to Customer. Goal is to perform project with little to no disruption to Airport operations

Accounts Receivable: Invoicing Process is Followed

Materials/parts are received; work is scheduled

Customer signs off on completed work order/project

Vendors submit pricing and ETA on materials

Subcontractors complete scope of work

LFS/JFKSolutions: at IAT - Project Management Bundled Energy Preliminary Proposal - Survey

NO.:

060317 MD MC 040421

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

Linc Facility Services â&#x20AC;&#x201C; JFK-IAT, Jamaica, New York Vendor Management: R-WI-LFS2513-1251-1 Contracts and Purchasing Manager 03/17/06

Operations

Process Start

Work Order requires parts/ services from a New Vendor

Submit New Vendor Information

Facility Administrator

Process End

Request W-9 (& insurance cert if a sub) from New Vendor

Enter new Vendor into PeopleSoft

Send W-9/insurance Cert to Corporate Office

Vendor

Submit W-9 & Insurance Cert for Subs

Notification of approval via PeopleSoft Vendor Record

Communicate Non-approval To Work Order Owner

Yes

Review vendor entry in PeopleSoft & W-9 Paperwork

Regional Administrator

Shape Legend:

Approve New Vendor

Process Networked Manual Input Decision External Process

NODE:

1.0.0

TITLE:

LFS/JFK-IAT - Vendor Management: New Vendor Set-Up

NO.:

060317 MC

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

Linc Facility Services â&#x20AC;&#x201C; JFK-IAT, Jamaica, New York Vendor Management: R-WI-LFS2513-1251-2 Contracts and Purchasing Manager 03/17/06

Work Order requires services from a Subcontractor

Subcontracted Work: (1) Scheduled or services under contract; contract renewals coincide with JFK contract; term: 3-5 years (2) Short Term Use

Facility Management and Administration Staff

Operations

Process Start

Is Vendor New?

Is Vendor under Contract?

Yes

Follow New Vendor Set up Process

Fill out Requisition Form and Follow Requisition Approval Process

Process End

Yes

Vendor is Assigned to Work Order

Work Order Status Is Updated

Vendor

Vendor Completes Scope of Work

Regional Administrator

Corporate New Vendor Set-up Process

Contracted Work: - Elevator service - Baggage maintenance - Telephone System Short Term Use: - Roll-up door company

Shape Legend: Process Networked Manual Input Decision External Process

NODE:

1.0.0

TITLE:

LFS/JFK-IAT - Vendor Management: Subcontractors

NO.:

060317 MC

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

Linc Facility Services â&#x20AC;&#x201C; JFK-IAT, Jamaica, New York Accounts Payable: R-WI-LFS2513-1252-1 Contracts and Purchasing Manager 03/17/06

Facility Operations

Shape Legend: Process Networked Manual Input Decision

Process Start

External Process

Coded invoices are entered in batches of up to 25 into PeopleSoft and initialed by Contracts & Purchasing Manager

Are there any costs Charged to a new Customer?

Batch is reviewed by Facility Manager

Facility Management and Administration

Invoice is received and date stamped

Invoices are cost coded according to Account number; operating unit; project number; account activity ID #; resource (reimbursable or nonreimbursables)

Are there any nonreimbursable invoices > $20K?

Paperwork is filed locally by vendor name: Includes back-up documentation

AP Control Group Posting Log for Approved batches along with original invoices are mailed to Houston Corporate Accounts Payable

Purchase Detail Reports are reviewed at the end of the month for accuracy

Back-up Documentation includes: - Vista Generated Sheet with Control # and voucher # - Original Invoice - Original PO - Copy of Requisition - Packing Slip - Remittance Slip

Yes

Any errors On Purchase Detail Report?

Yes

Corporate Services

Yes

Vendor/Third Party

Enter new customer information into PeopleSoft and request new Project Number

NODE:

Regional Manager Reviews and Approves Requisition

Corporate A/P Process is Followed

Process End

Coding Adjustments are made

Vendors receive payment from Corporate A/P

1.0.0

TITLE:

LFS/JFK at IAT - Accounting: Accounts Payable Bundled Energy Solutions: Preliminary Proposal - Survey

NO.:

060317 MD MC 040421

Facility Operations

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

Linc Facility Services â&#x20AC;&#x201C; JFK-IAT, Jamaica, New York Accounts Receivable: R-WI-LFS2513-1253-1 Contracts and Purchasing Manager 03/17/06

Out of scope work is completed 100% Process Start

Facility Management and Administration

Is invoice for lump sum Contract?

Run cost detail reports from PeopleSoft (reimbursable vs. non-reimbursables)

Generate invoice (using Excel template) and electronic copy is sent to Northeast Regional Administrator

Attach back-up documentation and submit to Customer, and file invoice copy with back-up docs by Year

Back-up documentation includes: 1) Signed proposal 2) Purchase Order # or WO # (verbal approval is acceptable for emergency work) 3) Breakdown of costs (labor, materials, etc.)

Yes

On the 1st of the month, Contracts Manager generates statement for lump sum contract billing and manual invoice

Payment is received by Facility and FedExâ&#x20AC;&#x2122;d to Corporate Lock Box

Copy of check is faxed to Regional Manager and also to Corporate Controller

Contact customer for Payment status

Costs are coded using Project # and month/year (ex: 02513-0105)

Yes

Corporate Services

Payment is applied to invoice Northeast Regional Admin uploads invoice into Facility Portal team site

Weekly aging report is reviewed by Regional Manager and Regional Admin

Shape Legend: Process

Customer

NODE:

Decision External Process

1.0.0

TITLE:

No Process End

Networked Manual Input

Are there Any invoice >15 days?

Invoice Is Paid

LFS/JFK at IAT - Accounting: Accounts Receivable Bundled Energy Solutions: Preliminary Proposal - Survey

NO.:

060317 MD MC 040421

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

Linc Facility Services â&#x20AC;&#x201C; JFK-IAT, Jamaica, New York Purchasing; R-WI-LFS2513-1254-1 Contracts and Purchasing Manager 03/17/06

Facility Operations

Process Start

Work Order requires a part or subcontractor service

Chief Engineer and FM reviews and approves Requisition

Facility Management and Administration

Work Order Owner transfer parts from Inventory to Work Order

Work order owner fills out Requisition form

Is purchase >$20K?

Purchasing Manager places order with Vendor

Purchasing Manager updates status in Work Order

Parts are received and applied to Inventory/Stock

Is order for subcontractor services?

Work is performed and work order is updated

Invoice is received for parts or services delivered

Customer/Facility

Yes Yes

Corporate Services

Process End

Regional Manager reviews and approves Requisition

Customer is notified of scheduled services

Shape Legend: Process Vendor/Third Party

Networked

NODE:

Manual Input Decision Decision External Process

1.0.0

TITLE:

Vendor processes order and provides ETA

Purchasing Bundled EnergyLFS/JFK-IAT: Solutions: Preliminary Proposal - Survey

Subcontractor performs scope of work

NO.:

060317 MD MC 040421

Linc Facility Services â&#x20AC;&#x201C; JFK-IAT, Jamaica, New York Payroll: R-WI-LFS2513-1255-1 Facility Administrator 03/17/06

Facility Operations

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

e e ar Tim ick d S Excel ility n a n Fac g an atio Vac ed usin t by the k trac adshee spre in Adm

Process End

Paycheck is received by employee

Employee fills out weekly timecard Facility Admin inputs timecard into Vista

Facility Admin files Vacation and Sick time records for weekly payroll period

Is this for an hourly employee?

Are there any overtime labor?

Corporate Services

Employee number is generated for new employee from VIsta

Corporate HR follows corporate recordkeeping process for vacation and sick time

FM and Chief engineer reviews and approves reconciliation sheet

Facility Admin Generates payroll reconciliation sheet from Vista

Facility Management and Administration

Yes

Was O/T Approved by FM?

Yes

FM reviews and approves overtime labor

Corporate Payroll follows corporate payroll process

Shape Legend: Process Networked Manual Input

Process Start

NODE:

1.0.0

TITLE:

Decision External Process

LFS/JFK IAT - Solutions: Payroll: Hourly and Salaried Employees Bundled at Energy Preliminary Proposal - Survey

NO.:

060317 MD MC 040421

Linc Facility Services â&#x20AC;&#x201C; JFK-IAT, Jamaica, New York Payroll: R-WI-LFS2513-1255-1 Facility Administrator 03/17/06

Facility Operations

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

e e ar Tim ick d S Excel ility n a n Fac g an atio Vac ed usin t by the k trac adshee spre in Adm

Process End

Paycheck is received by employee

Employee fills out weekly timecard Facility Admin inputs timecard into Vista

Facility Admin files Vacation and Sick time records for weekly payroll period

Is this for an hourly employee?

Are there any overtime labor?

Corporate Services

Employee number is generated for new employee from VIsta

Corporate HR follows corporate recordkeeping process for vacation and sick time

FM and Chief engineer reviews and approves reconciliation sheet

Facility Admin Generates payroll reconciliation sheet from Vista

Facility Management and Administration

Yes

Was O/T Approved by FM?

Yes

FM reviews and approves overtime labor

Corporate Payroll follows corporate payroll process

Shape Legend: Process Networked Manual Input

Process Start

NODE:

1.0.0

TITLE:

Decision External Process

LFS/JFK IAT - Solutions: Payroll: Hourly and Salaried Employees Bundled at Energy Preliminary Proposal - Survey

NO.:

060317 MD MC 040421

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

Facility Operations

Process Start

Linc Facility Services â&#x20AC;&#x201C; JFK-IAT, Jamaica, New York Safety: R-WI-LFS2513-1351-1 Facility Manager/Chief Engineer 03/17/06

lim not t are

ited

to:

u de b inclu jury s t n e l in Incid ersona age 1) P ness Dam t ll I 2) roperty cciden 3) P ehicle A 4) V

Supervisor conducts safety training session either one on one or as part of monthly Lead Engineer meeting agenda

Incident occurs and is reported to employeeâ&#x20AC;&#x2122;s Supervisor Training is scheduled/realized, then entered into CMMS

Facility Management and Administration

Process End

Supervisor fills out appropriate incident form on the EHS Portal team site

Yes

No Does incident involve property damage including vehicle incidents?

Does incident require a re-training session?

Yes Corporate Claims Management Process is followed

A Corrective or Preventive Action is Generated

Yes Corporate Services

Does incident involve injury requiring modified duties?

Employee is released to normal duties

Does incident involve physical injury or illness?

Corporate Safety Manager receives Alert of new incident

Employee is given modified duties in order to prevent loss of work days

BOD reporting Process is followed

Process End

Shape Legend: Process Customer

Networked Manual Input Decision External Process

NODE:

1.0.0

TITLE:

LFS/JFK atPreliminary IAT: SafetyProposal - Survey Bundled Energy Solutions:

NO.:

060317 MD MC 040421

Business Unit/Location: Process Name/ID: Process Owner: Revision Date:

Linc Facility Services â&#x20AC;&#x201C; JFK-IAT, Jamaica, New York Estimating and Sales R-WI-LFS2513-1451-1 Facility Manager/Chief Engineer 03/17/06

Facility Operations

Process Start

Shape Legend: Process

Work order requires additional out of scope services

Manual Input

External Process

Networked

Facility Management and Administration

Project Manager performs site visit/ walkthrough with Prospective Customer

Process End

No Yes

Customer

Request quotes from required subcontractors

Customer issues a request for a proposal

Vendor/Third Party

NODE:

Decision

Are subcontractors Required for This project?

Estimate is generated using UDA Office

Proposal is generated by Contracts/Purchasing Manager using a Proposal template

Process End

Proposal is reviewed and approved by Facility Manager

Proposal along with breakdown sheet is submitted to Customer

Work Order and Project Management Processes are Followed

Communicate nonapproval to LFS

Customer reviews proposal for approval

Customer signs off on proposal and issues a PO #, then new work order is opened in CMMS

Yes

Process Start Perform jobwalk & submit pricing to LFS

1.0.0

TITLE:

LFS/JFKSolutions: at IAT - Estimating Sales - Survey Bundled Energy Preliminaryand Proposal

NO.:

060317 MD MC 040421

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York

Section III Addendum

Published: June 2006 (Published Draft) Version 1.2

Quality Management System Manual The Linc Group Controlled Document

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York

1.0

Procedure and Work Instruction Numbering Conventions 1

To ensure ease of access and version control the following numbering convention has been implemented for Work Instruction documentation. This is for your information and planning only. ALL WORK INSTRUCTION NUMBER ASSIGNMENTS WILL BE MADE BY THE LINC GROUP QUALITY MANAGER. To obtain Work Instruction number assignments send an email request to Melissa.cipriani@thelincgroup.com Requests are normally processed within 48 hours. A.

SOP Numbering Convention

The SOP number is made up of two components: Label identifying the standard as an SOP 4 Digit numerical assignments determined by the SOP [Area] (see description below). SOP-0001 through SOP-0049 reserved for ISO General Information and Exhibits SOP-0050 thru SOP-0059 reserved for Business Process SOPs BP BP BP BP BP BP BP BP BP

050 051 052 053 054 055 056 057 058

Business Process Cycle Originate Customer Profile Customer Needs Assessment Business Case Development Transition and Validation Delivery Measurement and Verification Customer Scoreboard & Industry Benchmark

SOP-0100 thru SOP-0199 reserved for Management System SOP-0500 through SOP-0599 reserved for Products and Services

_________ 1 Excerpted from QMS Standard Development Guide: TLG Portal: QMS Links: Released Library: Reference Documents

Published: June 2006 (Published Draft) Version 1.2

Quality Management System Manual The Linc Group Controlled Document

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York

WI Numbering Convention 2

The WI number is made up of three components: 1. Label identifying the standard as a WI 2. Label identifying the Business Unit owning the WI: Business Unit The Linc Group Linc Facility Services LINC Service/Mechanical (Equity Owned) Linc Network (Franchisor) The Linc Group

Label TLG LFS COS LNF TLG

3. 4 Digit numerical assignment determined by the Business Process, Management System or General Business Function that the WI will apply to. 1000 - 1999 1000 - 1049 1050 - 1099 1100 - 1149 1150 - 1199 1200 - 1249 1250 - 1299 1300 - 1349 1350 - 1399 1400 - 1449 1450 - 1499

Reserved for Management System and General WIs Quality Human Resources Operations Engineering Loss Control Accounting Legal Safety Administration Sales and Marketing

0100 - 0999 0100 - 0199 0200 - 0299 0300 - 0399 0400 - 0499 0500 - 0599 0600 - 0699 0700 - 0799 0800 - 0899

Reserved for Business Processes WIs Originate Customer Profile Customer Needs Assessment Business Case Development Transition and Validation Delivery Measurement and Verification Customer Scoreboard & Industry Benchmark

_________ 2 Excerpted from QMS Standard Development Guide: TLG Portal: QMS Links: Released Library: Reference Documents

Published: June 2006 (Published Draft) Version 1.2

Quality Management System Manual The Linc Group Controlled Document

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York

2.0

Procedure and Work Instruction Filename Conventions 3 A.

SOP filename convention:

SOP Number as defined above

SOP Classification (listed): BP = Business Process HR = Management System, Human Resources QA = Management System, Quality OP = Management System, Operations PS = Products and Services

Procedure Title Example: SOP-0056 BP Delivery

B. WI filename convention 1.

WI number as defined above

Procedure Title Example: WI-TLG-0014 Operations Project Control

_________ 3 Excerpted from QMS Standard Development Guide: TLG Portal: QMS Links: Released Library: Reference Documents

Published: June 2006 (Published Draft) Version 1.2

Quality Management System Manual The Linc Group Controlled Document

Quality Management System Manual Linc Facility Services; JFK IAT, Jamaica, New York

3.0

Glossary The formation of a new business unit necessitates the identification of all the processes required to deliver customer value. With defined and standardized processes come a set of terminologies unique to an organization and their way of doing business. When members of an organization speak the same language, the consistent and reliable execution of processes can become more efficient. As The Linc Groupâ&#x20AC;&#x2122;s Quality Management System matures, a list of common terminologies will grow along with it. In an effort to manage and agree upon a common set of terminologies, a Lexicon library has been developed in The Linc Group team site. The library is being managed by the Quality team and the TLG executives. Please go to the link below to view the library. TLG Lexicon Library

Published: June 2006 (Published Draft) Version 1.2

Quality Management System Manual The Linc Group Controlled Document