QMS STANDARDS
CONTROLLED DOCUMENT: SOP-0506
BUSINESS UNIT:
ABM 551 Fifth Avenue, Suite 300, New York, NY 10176
STANDARD TYPE:
Standard Operating Procedure
PROCEDURE TITLE:
Unified Workforce
AREA: Work Activity Management TYPE OF PROCEDURE:
Management System
DOCUMENT NUMBER: SOP-0506 REVISION: 1.3
PROCEDURE STATUS Released
IMPLEMENTED 03/25/15
1.0 PURPOSE/SCOPE The service business, regardless of industry or culture, is often defined as "obsequious hoop jumpers compelled to provide consistent delivery amidst a sea of variables". ABM is driven to ensure our personnel always have what they need to exceed our clients’ expectations. Our goal is to evolve the level of service provided from every perspective. The Unified Workforce activity management system does just that by delivering a compelling - insightful - relevant industry shaping solution. Unified Workforce (hereafter referred to as UW) is a middleware product that provides it users with contextual insight and promotes collective intelligence. Three primary roles participate in and contribute to UW: Field Office Client This Standard Operating Procedure (SOP) provides the minimum standards of practice by which ABM leverages the components of UW in an effort to increase productivity while providing the best value to our clients. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES o o o
It is the responsibility of all employees to read and understand the provisions of this SOP. It is the responsibility of operations personnel to read, understand and comply with the provisions of this SOP where their role dictates the use of UW. It is the responsibility of the UW Program Management Team to ensure that the provisions of this SOP are current and conforms to the service delivery standards of ABM.
Procedure Title: Unified Workforce
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CONTROLLED DOCUMENT: SOP-0506
QMS STANDARDS
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of ABM Learning and Quality is the point of escalation for all matters contested and inquired upon within this SOP. 3.0 PROCEDURE (SOP OR WI STEPS) 3.1 UW PLATFORM AND MODEL Leveraging a pure cloud based PAAS model (platform as a service), UW flips upside down work activity delivery mechanisms found in traditional work order and knowledge management systems. A socially governed user environment designed to match work activity with labor resources blurs the lines between employee based and local labor based resources allowing unfettered delivery of service spanning urban, suburban and rural service regions. Providing what the user needs BEFORE they know they need it is simplified by the elegant manner in which UW optimizes the use of the foundational service buss and metadata management components. UW is NOT a work order system, financial system or relationship management system. UW IS a holistic framework that optimizes contextual service information to its participants thus sharply increasing productivity and amplifying field level esprit de corps. 3.2 UW COMPONENTS There are several components that comprise the Unified Workforce activity management system, all of which can work hand-in-hand to increase productivity. Each component is defined in a Work Instruction; see section 5.0 to view all referenced standards.
Activity, Dynamic Activity, Project (Smart Market) Activity, Queue Learning, Dynamic Learning, Formal Management, Procurement Management, Service Network Work Activity, Client Work Activity, Field
3.3 UW ELEMENTS The Elements are a combination of supplemental and integral features within UW: supplemental items offer members an opportunity to use UW as a gap-filler for tools that currently are not at their disposal or that may work hand-in-hand with UW components; and integral items that provide the administrative and deployment tools for the implementation of UW. Learn more about these Elements in the UW Quality Manual (QMS-ABM-0005) - see Section 5.0 to view all referenced material.
Admin Portal Advertising Tile Integrations Interface Messaging Platform Private Label Queue Activity, Dispatch Delegate
Procedure Title: Unified Workforce
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CONTROLLED DOCUMENT: SOP-0506
QMS STANDARDS
Queue Activity, Learning Management Engine User Interface Templates UW Points Work Activity, Location Based Services
3.4 MASTER BUSINESS PROCESS At a minimum, the items defined in the UW Master Business Process as illustrated in the diagram below are to be followed in the implementation and use of UW. The provisions of each item are defined in a separate Work Instruction (see Section 5.0 to view all referenced standards including a link to the full version of the process map).
3.5 LEVERAGING UW To take full advantage of the features of UW and realize the organizational goals for its implementation, it is helpful to have all service lines of the company participate. The merit-based approach to the appropriation of work can see its full benefits if most, if not all of our workforce is added into the labor pool. At a minimum, this SOP requires the following related to the use of UW or any of its components:
Learning Management o Education – at a minimum, all learning content for the delivery of education or training must be provided via the Learning Management System (LMS) or The Learning Spot (TLS) accessible through UW. Third party content providers can be
Procedure Title: Unified Workforce
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CONTROLLED DOCUMENT: SOP-0506

QMS STANDARDS
integrated with the current LMS giving the organization the ability to leverage verified content and thus, minimize risk where course completion is regulated or requires compliance. o Contextual Learning – Spontaneous and organic learning is pervasive nowadays in the social media conscious world. In the professional world, it is the best way to leverage the expertise and experience of our workforce. It is recommended that producers of rich media content use Contextual Learning to share learning content with the rest of the organization. See Section 5.0 to view the reference document related to the production of rich media content and use of Contextual Learning. Work Activity For the divisions or locations who have implemented the use of UW for work activity management with (or without) integration to their existing work order management system (e.g. Maximo, Corrigo), where applicable, all work activities must be managed through UW using the following UW components: o Activity, Dynamic o Activity, Project o Activity, Queue o Management, Location Based Services o Management, Procurement o Management, Service Network o Work Activity, Client o Work Activity, Field
See Section 5.0 to read the reference documents related to the UW components listed above. 4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE LEXICON LIBRARY LINK: LEXICON LIBRARY Term Contextual Learning Corrigo Field Work Activity Maximo Queue, Activity SOP, Standard Operating Procedure UW Components UW Elements UW, Unified Workforce WI, Work Instruction
Procedure Title: Unified Workforce
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QMS STANDARDS
CONTROLLED DOCUMENT: SOP-0506
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME UW Quality Manual QMS-ABM-0005 UW Master Business Process R-SOP-0506-1 Activity, Dynamic Activity, Project Activity, Queue Learning, Dynamic Learning, Formal Management, Procurement Management, Service Network Work Activity, Client Work Activity, Field
LOCATION http://www.abmlq.com/qualitymanualuw http://www.abmlq.com/sop0506a http://www.abmlq.com/qualitymanualda http://www.abmlq.com/qualitymanualpwa http://www.abmlq.com/qualitymanualqa http://www.abmlq.com/qualitymanualdwa http://www.abmlq.com/qualitymanualtls http://www.abmlq.com/qualitymanualprocurement http://www.abmlq.com/qualitymanualsn http://www.abmlq.com/qualitymanualcwa http://www.abmlq.com/qualitymanualfwa
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Lexicon Library UW Demo Videos
LOCATION http://www.abmlq.com/abmlexicon http://www.abmlq.com/uwdemochannel
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Unified Workforce
LOCATION https://unifiedworkforce.abm.com
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
Procedure Title: Unified Workforce
1.3 03/25/15 03/25/15
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QMS STANDARDS
CONTROLLED DOCUMENT: SOP-0506
DOCUMENT AUTHOR: Melissa Cipriani; Greg Lush
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
SECTION / PARAGRAPH CHANGED
Revision
1.0 1.1 1.2 1.3
All Sections 3.0 3.2, 3.3, 3.4, 5.0 All
DATE OF REVISION MM/DD/YY
CHANGE MADE
Initial entry of SOP Added Section 3.4 3.2 – Modified UW component names; Added 3.3; Modified process map in 3.4; Added links to UW components in 5.0 Prepare for release
06/30/14 08/15/14 03/23/15 03/25/15
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS - THE ROLES LISTED BELOW MUST BE NOTIFIED DURING EACH AND EVERY MODIFICATION AND RELEASE OF THIS
SOP: ABM Senior VP of Learning and Quality ABM Business Unit Presidents ABMLQ UW Program Team
10.0
APPROVALS
PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. DOCUMENT REVIEW FIRST APPROVER NAME: GREG LUSH BUSINESS UNIT: ABM
TITLE: SENIOR VP, LEARNING AND QUALITY SIGNATURE: ELECTRONIC APPROVAL
SECOND APPROVER NAME: BUSINESS UNIT: TITLE: SIGNATURE:
THIRD APPROVER NAME: BUSINESS UNIT: TITLE: SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 06/30/14 by Melissa Cipriani Document Modified on 08/15/14 by Melissa Cipriani Document Modified on 03/23/15 by Melissa Cipriani Document Modified on 03/25/15 by Melissa Cipriani
Procedure Title: Unified Workforce
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