All references are available through ABMLQ product request at: http://www.abmlq.com/productrequest
Reference Documents:
Brief: Evangelists Advocates Supporters Influence (EASI)
Brief: Learning
Brief: Quality
Framework: Collaborative Service Management (CSMF)
Framework: Empowered Learning Methodology
Framework: Evangelists Supporters Advocates Influence (EASI) Program
Framework: Project Management Office (PMO)
PacMutual IFS Analysis and Implementation
Visit the Lexicon Library for definitional references at: http://www.abmlq.com/abmlexicon To learn more about ABMLQ and the EASI Community, please visit: http://www.abmlq.com
Site Optimization Framework Version 1.0 OCT 2013 Developed by: ABM Learning and Quality
Site Optimization
October 2013 Copyright Š 2013 by ABM 152 Technology Irvine, California 92618 abmlq@abm.com
All Rights Reserved
This document may not, in whole or in part, be copied, photocopied, reproduced, translated, or reduced to other physical or electronic form without prior written consent, in writing from ABM.
ABM is a registered trademark of ABM
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Site Optimization Contents A.
Framework Document Organization
B.
Revision History
C.
Maintenance Responsibilities
---------------------------------------------------------------------------------------------------------------------Section 1.0
Concept Overview Concept Goals Framework Document Goals Background
Section 2.0
Framework Candidacy and Consultancy
Section 3.0
Framework Structure, Content and Application Structure and Content Program Phases Project Dependencies Program Requests Program Value
Section 4.0
Optimizations in Action
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Site Optimization A.
Framework Document Organization This conceptual framework document utilizes a Quality Management System (QMS) quality template for the development and release of an initiative or program framework with the purpose of company-wide implementation. At ABM, all initiatives begin with a concept or charter document; it allows the initiative owner to summarize the objectives, opportunities, risks, and budgetary requirements involved in a new initiative for the purpose of review and approval by corporate executives. A conceptual framework document is a step further than the concept or charter document. It defines the architecture of a strategic program or initiative to present a preferred or reliable approach to a new concept. This framework document is organized into five major sections:
B.
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Section 1 describes the initiative or concept, its goals, and background
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Section 2 provides the resources available or required in order to apply this framework
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Section 3 provides the structure and content of the initiative; enumerates the necessary steps for applying this framework
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Section 4 provides practical application insight
Revision History QMS Manual Revision: Original Publication Date: Revision Date:
1.0 10/31/2013
Revision History
C.
Revision
Date
Description of Change
Revised By
1.0
10/31/2013
Original publication
Janeen HodgeJackson
Maintenance Responsibilities It is the responsibility of the owner or author of this framework to maintain this document. All inquiries and revision requests may be sent to the following email address: abmlq@abm.com
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Site Optimization 1.0
Concept Overview The Site Optimization Program is a concentrated, collective partnership between business unit management, contract-specific service teams, and ABM Learning and Quality (ABMLQ) aimed at engineering processes that are an efficient means of achieving contractual key performance indicator (KPI) targets, proactively catering to customer needs, and integrating best practices and best resources for the contract. Site optimizations are defined on a contract-by-contract basis, focusing on a specified customer as a stand-alone, time-definite project. 1.1
Concept Goals The Site Optimization Program endeavors to: Compel/support the cohesion of collaboration and service between all ABM teams engaged in support of a given customer Facilitate the connectivity of customized solutions across the span of ABM Realize performance assurance synergies in the implementation of procedures, processes, systems and tools Tailor the delivery of ABMLQ services to the specific customer-serving needs of each involved team of business unit managers and service teams
1.2
Framework Document Goals This framework document is established to: Define the Site Optimization Program Serve as the governing document for Site Optimization efforts Introduce the Site Optimization Program to participants and other interested parties
1.3
Background Through our rich history as a service industry centurion ABM has innovated and implemented proprietary practices, procedures, tools and resources that allow our employees to deliver an elite level of service to a varied base of customers. As we grow with the marketplace to deliver expanding lines of service, the ability to leverage success across the breadth of the organization; delivering service that is transparent, efficient, and unified from the vantages of our customers and employees requires a level of objective review and advocacy that is nonnative to the inherent structure of solely customer-facing teams. Site Optimizations allow customer-facing teams to focus on servicing customers, while partnering with ABMLQ to integrate processes and deliver tools that afford our teams and customers unique advantages to realize excellence across a customer-centered operation.
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Site Optimization 2.0
Framework Candidacy and Consultancy 2.1
Candidacy The unique nature of the Site Optimization Program lends itself to a broad spectrum of candidates. In addition to the conditions set forth in Section 3.2.1 Program Dependencies, consideration of attributes specific to our customer, our employees and our performance are useful in assessing practical candidacy. 2.1.1
Customer Many of our customers mirror ABM’s affinity for technology and appreciate that our values include innovation and excellence. Contracted customers that are specifically drawn to leading-edge innovation, as well as those that have demonstrated a preference for on-demand systems and communications are often good candidates for an Optimization. Additionally, customer environs wherein ABM employees are visible to the customer’s customer are also often ideal candidates; while a specific customer may have neutral regard for the use of specific tools, they may have an interest in providing customized innovative options to their customers through the use of ABM resources and tools. For an example of an Optimization demonstrating these customer-centric candidacy ideals please see the PacMutual IFS Analysis and Implementation.
2.1.2
Employees Customer sites that are representative of multiple lines of ABM service, wherein crossfunctional processes may not be historically present are great candidates for an Optimization. The collaborative focus of Site Optimizations serves to blend disparate teams, resulting in a more seamless integration of processes across core lines of service delivery. For an example of an Optimization demonstrating these employee-centric candidacy ideals please see the PacMutual IFS Analysis and Implementation.
2.1.3
Performance Site Optimizations are best engaged prior to contract retention risks. Sites that begin to demonstrate unfavorable performance trends are ideal candidates if an Optimization is requested at the onset of the negative trend. Alternatively, a long underperforming site that is at risk for loss of renewal may have exceeded the time-critical window of opportunity for well-received remediation. The timing of an Optimization should occur in a manner that allows us to impress a customer with exemplary performance, not as a last attempt at changing the momentum of a relationship that is near terminal.
2.2
Consultancy This framework and the Site Optimization Program are managed by ABM Learning and Quality (ABMLQ). ABMLQ offers direct and indirect consulting services, with ABMLQ Program Managers and the EASI
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Site Optimization network of employees. Inquiries should be directed to ABMLQ via the Assistance Request feature on www.abmlq.com
3.0
Framework Structure, Content and Application 3.1
Structure and Content Site Optimizations are approached in a manner that compliments the Collaborative Service Management Framework (CSMF), and follows the guidelines set-forth in the Initiative Management Office (IMO) Framework. The structure outlined herein is subordinate to the elements set forth in the aforementioned frameworks; directed towards achieving and maintaining harmonious interpretation. The optimization experience serves as a discovery point from which the CSMF may be implemented; the opportunity for individuals and teams to partner and network; and the environment in which new practices may be nurtured to emerge and gain introduction to internal and external teams. 3.1.1
Program Phases 3.1.1.1
Prepare: Discovery The preparation phase focuses on discovery of:  Stakeholders Stakeholders include all individuals and teams who effect or are affected by site performance. Many stakeholders retain roles that are identified within the scope of a Site Optimization project. However, these project-identified roles outlive the project itself. These roles may directly relate to the support and long-term maintenance of a solution, ABM’s collaborative culture, etc. Induction into the EASI Program is an example of an opportunity that is illuminated by the Optimization project, wherein an employee remains engaged throughout their employ within ABM; in excess of Optimization efforts (see EASI Framework Document). This framework is not intended to address or account for roles that exist outside of the scope or timeline of Site Optimization projects. For a given optimization, stakeholders include: o o
Customer Management: ABM customer contact for which site employees perform contracted services. Optimization Sponsor: The individual who makes the commitment of site resources to participate in an optimization. The optimization sponsor is ultimately accountable for the availability of resources to engage in the optimization process.
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Site Optimization Project Manager: The individual who serves as the single point of accountability for optimization progress and completion. The project manager maintains project documents, including project schedule, deliverables lists, team contact information. The project manager additionally hosts project meetings, serves as the project contact, and performs the functions needed to support optimization teams and members in the completion of an Optimization. o Service or Facility Manager(s): The individual(s) employed in a supervisory capacity of service teams performing services for the site customer. There are often multiple Facility or Service Managers at a given site. An optimization requires a minimum of (1) Service Manager for each ABM service represented; however, additional Facility or Service Managers are often included. Site Attributes o
o
o
ABM Service Representation: All current and future, active or planned services provided for the Site Customer. This includes identification of ABM teams (i.e., Janitorial, Security, Parking, Facility Services, etc.), and service scope/accountabilities. Space:
Locale: All current and future, active or planned spaces/locations at which ABM employees will be stationed and accountable for servicing. This may include service addressees, locations within a site or building, etc. Condition: Discovery of current and planned spacecentered projects, attributes, etc. This includes additions, changes and moves to the physical location, appropriation or use. Ancillary Attributes: Site specific attributes that may impact ABM employees, teams or work; including occurrences or statuses that may impact project deliverables. This may include the requirement to work with specific service providers, sub-contractors or vendors; awareness of space usage that falls outside of the customer’s primary line of business (i.e., film work, site tours, industry meetings, etc.); knowledge of site statuses (i.e., historical registration, evacuation/flood route designations, etc.).
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Site Optimization o
Safety
o
Performance
History: Review of safety performance records (where applicable). Risks: Intuitive and historical or actual identification of risks and liabilities with respect to locations, processes or tasks. Targets: Review of safety related key performance indicators (KPIs)
History: Review of service performance to-date (where applicable). Risks: Intuitive and realized/experiential identification of service performance risks. Targets: Review of service key performance indicators (KPIs)
Improvement opportunities: A comprehensive review of ABM service representation, site attributes, historical safety and performance records, and contractual KPIs will identify specific areas appropriate for optimization. All opportunities realized within the scope of a Site Optimization include the customized delivery of learning and quality resources; including, educational content and the maintenance of industry specific certifications. Improvement opportunities may include: Asset and supply management: asset tagging, asset-specific learning resources, national account integration Data management: accessibility, centralization, standardization Process management: accountability, awareness, conformity, standardization Work activity management: dispatching, labor resource management, scheduling, sub-contractor management
Potential products: o Collaborative practices and tools ABMLQ.com EASI SharePoint portals
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Site Optimization o
o
Custom toolsets Business process automation forms IMPACT tags OurVoice Pocket Pals Work instructions Unique tools Universal toolsets Help Desk Lexicon Library MTube National Purchasing Portal for Organizational Solutions and Tools (POST) Quality Management System (QMS) The Learning Spot Unified Workforce Work Order Management (WOM)
Site Optimizations are implemented in accordance with ABM’s Initiative Management Methodology; see CSMF (Elements>Project Management Methodology). 3.1.1.2
Provide: Implementation This phase of optimization includes the commitment to provide specific resources from the categories of need identified in the preparatory phase. Because the preparatory phase indicates continual discovery and modification of the project plan, as applicable, the scope of resources to-be-provided is not always a static number throughout the project life-cycle. This phase of providing resources is distinctly delineated from the tertiary participation phase in order to: 1) Allow for project management stakeholders to conclude on the need for specific resources and ensure that they are provided in a manner that is accessible, efficient and scalable. 2) Emphasize and support an optimization structure that cascades personnel accountability from the Service Manager level, and 3) Deliberately solicit deliverable-centered support from the Customer Manager and Optimization Sponsor. This stage of providing deliverables includes:
Business Process Analysis (BPA)
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Site Optimization As a service provider Learning and Quality driven Optimizations begin with BPAs. BPAs are minimally centered around the improvement opportunities identified in the preparatory phase. However, focus may be broadened if resources and sponsorship is supportive. The BPA process provides documented “as-is” and “to-be” structure which allows decision makers to gain comfort with and acceptance of recommended optimization deliverables; transparency of “as-is” and “to-be” processes in a manner that illuminates team commitments. This process serves as the foundation for development of new/enhanced business processes and tools. See CSMF (Elements>Business Process Analysis).
Toolsets o
New: This step of the provider phase is governed by the Master Business Process methodology; see CSMF (Elements>Master Business Process). The resources required to improve customer value, specifically, delivery of service, measurement and verification of service, and improvement/maintenance of KPIs, are created, customized and updated in this portion of the provider phase. This may include development of new tools that do not exist in other forms within the organization and customization of tools that have proven successful in other locations or service categories.
o
Existing: Within improvement categories for which existing toolsets may be leveraged, they are validated and prepared for use during this phase of the optimization. It is also during this phase of the Optimization that the EASI Community is introduced and leveraged as a tool; see EASI Framework Document.
Learning Systems Honoring our organizational culture that embraces the need and purpose of learning, this aspect of the project allows for the integration of formal and informal learning resources in support of toolsets and ABM environ considerations. See CSMF (Elements>Learning Systems). Learning deliverables may be provided as both direct optimization deliverables and auxiliary resources; created specifically for the optimization or repurposed from existing resources.
3.1.1.3
Participate: Delivery
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Site Optimization The participation phase of an Optimization project indicates movement of deliverables from project space into production space, where they are accessible to site and other internal employees, as well as customers/external partners when indicated. This phase of the Optimization is collaboratively-rich, as individuals and teams that are not active project members begin to interact with project deliverables.
Initiation Optimization deliverables are introduced as indicated in the Transition & Validation phase of Master Business Process methodology; see CSMF (Elements>Master Business Process). This phase may be centered around the toolsets identified in the provider phase; however, all implementations compliment ABM’s Empowered Learning Methodology Framework .
Utilization Indicated ABM employees and customers/external partners (where applicable) are compelled to use new tools, procedures and resources; supported by Learning and Quality.
Feedback Project Managers solicit, review and respond to feedback from individuals who are compelled to interact with Optimization provided tools and resources. Feedback should be solicited formally, through regular project meetings, team interactions, and collaborative forums; and informally. However, informal receipt of feedback should be reported formally through agreed upon channels of project data review and warehousing.
Support and Adjustment Through systematic review of end-user and Site Management feedback, as well as usage reports, the Project team will support/compel a positive enduser experience by adjusting learning and quality resources in a manner that continues to reflect customer interests, and safety and performance targets.
Stabilization The stabilization phase includes distinct deliverables that empower site management teams to maintain satisfaction of customer concerns and adherence to target safety and performance targets. Deliverables include: o Quality Continuation
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Site Optimization Deliverables focused on assuring that use of line-of-business applications, critical operational processes and systems can be maintained in support of meeting customer needs and improved productivity through performance targets during the contract lifecycle. Deliverables include the release of Standard Operating Procedures (SOP), Work Instructions and Reference Documents through our Quality Management System (QMS). Through the the Continuous Improvement Cycle of QMS, we can address issues and risks proactively, reactively and remedially through Corrective/Preventive Actions that are issued based upon performance indicators. While reported liabilities (actual and perceived) may impact learning and quality documentation and/or Optimization delivered tools, this impact does not necessitate additional Optimization actions. Rather, it relies upon the fitness and structure of the Master Business Process methodology to evolve practices in support of changing business climates, needs and workforces; see CSMF (Elements>Master Business Process). o
Support
Production Support – Administration: Administrative support resources that are consistently available in support of production environments. These support resources may differ from project resources, wherein project spaces may have allowed for exceptions such as: bulk import/export of end-user data, bulk import/export of system data, etc. Administrative production support is focused on maintenance and support tasks including, access management, data management, and security management. Production Support - Application: Application support resources that are perpetually available in support of production environments. These support resources may align with other ABM support resources, including help desk and EASI network partnerships. Application support distinctly provides usability and end-user experience resources. Production Support – Infrastructure: Infrastructure support resources that are consistently available in support of production environments. These resources may be comprised of multiple functional teams; may exist in support of existing/additional ABM systems. Infrastructure support is
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Site Optimization focused on maintaining the availability and integrity of optimization deliverables. o
Transparency Optimization deliverables are focused on achieving/maintaining specific safety and performance metrics. Deliverables are provided in a manner that allows for transparency of accountability, ownership and performance. Moreover, collaborative platforms and inclusive middleware, such as ABMLQ.com, SharePoint portals and Unified Workforce, provide service managers and their leadership teams with access and visibility to performance-centered information that can be used in support of business decisions.
3.1.2
Project Dependencies A successful Site Optimization requires the effective fusion of several dependencies. As program managers, the ABM Learning and Quality team commits to dedicating specific resources, including capital, personnel and time to ensure the successful completion of every site optimization. In addition to these Learning and Quality assurances, site team assurances include consideration of the following: o
Commitment
o
The success of an optimization is fundamentally dependent upon the commitment of Optimization team members who commit to being available and collaborative. The Optimization timeline is largely based upon the expressed level of commitment that customer-facing Optimization team members are able to provide. Optimizations are conducted in a manner that defers to our focus as a service organization. Our commitment to exceeding customer expectations is paramount, thus optimization related tasks/responsibilities may be deferred if emergent site-specific concerns are present. Successful Optimization teams often implement a hierarchal participation structure which allows Service Managers to rely upon trusted team members to provide proxy attendance to Optimization meetings, data and follow-up requests, and other tasks that Service Managers may need assistance with as they respond to primary service-centered needs. Expectations Throughout the Optimization life-cycle, the Project Manager will introduce opportunities to freely discuss and agree upon expectations. These discussions are centered around Optimization support categories such as, contacts and replies; meeting cadence; requests for information. Optimization teams that are candid in their participation in
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Site Optimization
o
these forums, as well as those that act in a manner that compliments agreed upon expectations may expect that the integrity of the Optimization schedule and Optimization deliverables are maintained. Participation
o
A Site Optimization cannot occur without substantial participation from Facility or Service Managers and their service teams. In addition to meeting attendance, participation includes: willingness to embrace new resources and tools; candor in providing feedback through agreed upon channels of communication; dedication to modeling best-practices and assisting fellow employees. Readiness The timing of a Site Optimization is key to our ability to realistically interpret and deliver upon contractual expectations and needs. Optimizations can occur at any time throughout the contract lifecycle; however, consideration of scheduled events and dynamism with respect to location, management and workforce can fundamentally impact the perception and success of the Optimization project, its team members and outputs.
3.1.3
Program Requests The Site Optimization program is managed within ABM Learning and Quality. Requests for site optimizations can be submitted at www.abmlq.com >Assistance Request. The request process begins with a candidacy assessment that includes consideration of available resources, business need, and the items set forth in the key considerations section this framework. ABM Learning and Quality additionally provides consultative services that exist apart from Site Optimization efforts; all requests for assistance are personally addressed.
3.1.4
Program Value Site Optimizations empower service teams and our customers with the customized fusion of historically proven successes and industry-leading innovation. The Site Optimization process actively engages customer-facing teams to customize and support the innovation of tools, practices and procedures that uniquely cater to customer needs, while addressing issues in a proactive or remedial fashion. The experience is both a verb and a noun: the actions that evolve service delivery that complements our reputation of excellence; the prospective state of improvement across a customer-centered operation. Site Optimizations focus on leveraging the use of emerging innovations, learning and quality frameworks and methodologies to optimize the way we deliver services to our customers.
4.0
Optimizations in Action
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Site Optimization In keeping with our collaborative culture, optimization deliverables are generically made available to the ABM community as they are delivered to the participants of a Site optimization. This ensures that the optimization process enriches ABM as a whole. The ABM community can remain abreast of emerging and new deliverables, as they are shared and discussed in the ABMLQ Optimization Deliverables group on www.abmlq.com. This environment is accessible to all ABM employees who register for www.abmlq.com by visiting www.abmlq.com/register. ABM employees with ABM domain accounts can also learn more about specific Optimizations, deliverables and tools by visiting the Site Optimizations Program Page on ConnectX.
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