Uw quality manual activity dynamic by ABMLQ

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Unified Workforce Quality Manual Activity, Dynamic QMS Control Number: QMS-ABM-0005a Version 1.3 March 2015 Developed by: ABM Learning and Quality

Unified Workforce Quality Manual Activity, Dynamic 2015 3.1 Activity, Dynamic

Description: Through Dynamic Work Activity (UWDA), Unified Workforce (UW) provides a native work activity interaction for field labor resources when the use of a work order management system is unavailable or not an option. The device and operating system agnostic tool allows office and field personnel to perform the same basic functions that are available in Field Work Activity (FWA) or UW Queue (UWQ), with or without the integration of an external work order management system. Purpose: The use of Field Work Activity typically requires the use of a work order management system, including those that are externally available or already in use by the location. In cases where one does not already exist or is not an option, UWDA can be leveraged within UW in lieu of the WOM system. Specifically, UWDA can be used for the following reasons if the location does not already use a WOM system:    

Scheduled Work Activity – if location needs to generate work orders for scheduled work like preventive maintenance Unscheduled Work Activity – if location needs to generate service or repair work orders Peak Labor Management – if location needs to be able to generate multiple copies of work orders to easily schedule manpower and manage peak labor requirements Initial foray into UW – for those who want to give UW a try in managing work activities for both their internal workforce and subcontractors

Regardless of the motivation, the combination of features and functions that can be leveraged once in UW will provide any operating location with a set of tools for managing their work activities.

Unified Workforce Quality Manual Activity, Dynamic 2015 Functions: Activity; peak

Field workers; qualified (community and individual)

Activity; projects

Messaging | consider the community

Activity; queue | encouragement

Messaging | UWDA <48h reminder

Activity; sales

Tile; dynamic activity

Activity; peak load

Tile; dynamic stats

Broadcast activity

Activity; peak A dynamic, ad-hoc activity generator which is very powerful when addressing conditions where numerous copies of work activity are required. Examples of application include fast staffing for an event or day after an event.

Activity; projects A dynamic, ad-hoc activity generator allows for the creation of project activity with estimated time and reminders prior to "drop dead dates". Helpful in introducing activities to project based workers, powerful for both manager and activity recipient

Activity; queue | encouragement Leveraging the powerful virtuous work engine within the UW platform we help compel the project manager utilizing UWPA (UW project activity) by encouraging them to send requests to the community and not individuals. While adjustable at the office level the default points are -.03% for assigning to an individual and +1.5% for assigning to the community

Activity; sales A dynamic, ad-hoc activity generator is convenient to use when tracking required sales activity related to sales functions. UWDA may be used for field and office based (sales support) workers.

Activity; peak load A dynamic, ad-hoc activity generator allows the creator to generate copies of an activity based off of one master activity. This group of related activities may be distributed to the community (via the UWQ) or direct to an individual (via the UWFWA). Imagine searching for 10 field workers to arrive tomorrow morning to assist in cleaning up after a sporting event the previous night, one dynamic activity, ten copies, and you are off letting UW find the most qualified workers

Broadcast activity The trick to really leveraging the power of UW dynamic activity is to build your bench by recruiting as many qualified resources as possible into the UW platform. Once you have your "reserve resources" in place the broadcast function of UWDA is amazing. Create x number of dynamic activities, send to the UW Queue (UWQ) and allow the system root through the candidates.

Field workers; qualified (community and individual)

Unified Workforce Quality Manual Activity, Dynamic 2015 Exclusively for those activities which originate within UWDA both assign to community and assign to individual are checked against the workers qualifications. Office profile has a flag which allows the distribution of activity to qualified ONLY or allows sending to any resource. In the case of sending to any resource a couple of caveats exist:  Assign to an individual will show the qualified resources on top separated by a horizontal line to unqualified resources  Office worker selecting unqualified resources will receive negative points 8.

Messaging | consider the community After five consecutive times (adjustable at the office level) of assigning to an individual the requestor will be sent this message: distributing activity via the community makes your job much easier, give a try sometime, you can always pull it back from the queue if things don’t work as expected

Messaging | UWDA < 48h reminder As the "no later than due date" comes within 48 hours a reminder is sent to the assigned worker to help them shuffle their priorities and finish on time (not to mention avoiding the negative points as a result of not finishing by obligated time)

10.

Tile; dynamic activity All UW tiles allow for automated data feeds to provide relevant and contextual information for the consumer. This tile provides:   

11.

Tile; dynamic stats All UW tiles allow for automated data feeds to provide relevant and contextual information for the consumer. This tile provides:   

In progress | activity status with picked up; committed; or checked-in Complete | activity status of complete Available | activity status of available (when sent to UWQ)

% assigned | percent of time requestor assigned to an individual % community | percent of time requestor assigned to the UWQ (queue) Generated | total count of UWDA's created by office based on users profile default office

CONTROLLED DOCUMENT: WI-ABM-1119

QMS STANDARDS

BUSINESS UNIT:

ABM 551 Fifth Avenue, Suite 300, New York, NY 10176

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Dynamic Work Activity – Onboarding

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1119 REVISION: 1.1

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Released 03/09/15 03/09/15

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE Through Dynamic Work Activity (DWA), Unified Workforce (UW) provides a native work activity interaction for field labor resources when the use of a work order management system is unavailable or not an option. The device and operating system agnostic tool allows office and field personnel to perform the same basic functions that are available in Field Work Activity but without the external integration of a work order management system. The effective use of DWA or any solution is dependent on a proper onboarding process. This Work Instruction (WI) defines the onboarding process of Dynamic Work Activity in UW. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES   

It is the responsibility of all participants of UW and Dynamic Work Activity to read, understand and abide by the provisions of this WI. It is the responsibility of managers from locations or divisions that will implement the use of UW to read and abide by the provision of this WI. It is the responsibility of the UW Support Team to ensure the validity and effectiveness of the configuration process.

2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of Learning and Quality is the point of escalation for all matters contested or inquired upon this WI.

Procedure Title: Dynamic Work Activity Onboarding

Page 1 of 7

CONTROLLED DOCUMENT: WI-ABM-1119

QMS STANDARDS

3.0 PROCEDURE (SOP OR WI STEPS) 3.1 AREAS OF ONBOARDING The onboarding process for Dynamic Work Activity includes the following areas:  Access to Unified Workforce and subsequently: o Dynamic Work Activity o Field Work Activity o Work Activity Queue (if leveraged)  Communication  Training  Support 3.2 FIELD WORK ACTIVITY AND QUEUE WORK ACTIVITY Typically, the use of UW for work activity management begins with Field Work Activity (WA) and the integration of an external transactional or work order management (WOM) system such as Maximo or Corrigo. If a WOM system is not in use or not an option, Dynamic Work Activity can be used natively within UW to leverage similar features as an external WOM. The UW Queue can also be used in conjunction with the work activity components; it gives users the ability to participate in a pool of labor while vying for work based on merit and social standing. UW members can use FWA and DWA without the Queue. However, the Queue can’t be used without Field WA. Additionally, work activities created in DWA can either be assigned to an “Individual” or the “Community” (multiple workers). Assigning to a Community allows the generation of multiple work activities at a time. If assigned to a Community, the work order must be managed (picked up, committed) in the Work Activity Queue. If assigned to an individual, it can be managed in Field Work Activity. Important Note: Qualifying assessments must be completed and passed by UW users in order to see work activities via the Queue. However, direct-assigned and dispatch delegate users can override this requirement. For more information on this process and Field Work Activity or Queue, please see Section 5.0 of this WI. 3.3 CONFIGURATION The configuration of settings and features in the UW Admin Portal works hand-in-hand with the onboarding process. This is a critical step that is performed by the UW Support Team with information derived from the location/office and the batch user import process. See Section 5.0 to read WI-ABM-1111 UW Field Work Activity Configuration and WI-ABM-1120 UW Dynamic Work Activity Configuration for additional information. 3.4 ONBOARDING STEPS As noted above in Section 3.2, the onboarding process for DWA is incorporated with the implementation of Field Work Activity and as such, the onboarding steps are identical except as noted below:  

Option to use or not use Work Activity Queue – if the Work Activity Queue is being leveraged, then the onboarding and configuration steps for the Queue will have to be completed as well Integration of external WOM – obviously, since DWA is being leveraged in lieu of an external WOM system, there is no need to integrate it into UW

Procedure Title: Dynamic Work Activity Onboarding

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CONTROLLED DOCUMENT: WI-ABM-1119

QMS STANDARDS

3.4.1 ONBOARDING BY LOCATION An office, location or division can be on boarded into UW in partnership with an EASI Location or Solution Supporter. This method can be the simpler way of provisioning access to UW for multiple numbers of users through a batch import process. It eliminates the need for each user (during the implementation process) to register individually.

STEP WHAT 1. 1Follow UW Location . Onboarding Process (includes batch import process) 2.

Follow UW FWA onboarding process

Follow UW Queue onboarding process Series of communication is initiated (1, 2 and 3 of 6)

WHEN Decision is made to start using UW

Decision is made to start using FWA If UW Queue is being used Implementation Phase – as prompted by LQ Team or Project Manager Deployment Phase

Training is scheduled and completed

Send out next set of communication (4 and 5 of 6)

Initial log in of users

Support process is followed

PostDeployment

Send out final communication (6 of 6) – Mainstreamed

PostDeployment Phase

Deployment Phase – as prompted by LQ Team or Project Manager Deployment Phase

Procedure Title: Dynamic Work Activity Onboarding

COMPETENCY (WHO) > UW Support Team > LQ Team/Project Manager > Location or Solution Supporters UW Support Team

HOW (TOOLS) WI-ABM-1103 UW Onboarding Location

UW Support Team

WI-ABM-1105 UW Queue Onboarding Email communication series

Location or Solution Supporters

WI-ABM-1108 UW Field Work Activity Onboarding

> LQ Team/Project Manager > Location or Solution Supporters > End Users Location or Solution Supporters

Web Conference Learning Content

End Users

QuickTip: Logging into UW for the first time

> UW Support Team > Location or Solution Supporters Corporate Quality Manager

WI-ABM-1551 UW Support and Notifications

Email communication series

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CONTROLLED DOCUMENT: WI-ABM-1119

QMS STANDARDS

3.4.2 ONBOARDING INDIVIDUAL USERS OR NEW HIRES When new individual users need access to UW and/or Social Dispatch, outside of an initiative to deploy UW to an entire location or division, the following steps must be followed: STEP

WHAT

WHEN

COMPETENCY (WHO) Location or Solution Supporters

HOW (TOOLS)

1. 1Send . communication to New Hire/New UW User that guides them on the registration process

At Start Date

Registration process is followed

At Start Date

New Hire

QuickTip: How to create a new UW account

Contact new user to complete registration process Send welcome email with log-in information and end user learning content links

Upon receipt of registration

UW Support Team

Manual process

To complete process

UW Support Team

Email Template

Send training information on Solution Supporter role User logs into UW

If new hire is a Solution Supporter

Corporate Education Manager

http://www.abmlq.com/wiab m1507c

To complete process

New Hire

QuickTip: Logging into UW for the first time

Support process is followed

Long-term use of UW

> End User > Location or Solution Supporter > UW Support Team

WI-ABM-1551 UW Support and Notifications

Email communication templates

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 ABMLQ, Learning and Quality Admin Portal Corrigo Procedure Title: Dynamic Work Activity Onboarding

Page 4 of 7

CONTROLLED DOCUMENT: WI-ABM-1119

QMS STANDARDS

TERM DWA, Dynamic Work Activity FWA, Field Work Activity Maximo Queue, Work Activity Queue QuickTips UW, Unified Workforce WI, Work Instruction

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1103 UW Onboarding Locations WI-ABM-1551 UW Support and Notifications WI-ABM-1105 UW Work Activity Queue Onboarding WI-ABM-1110 UW Work Activity Queue Configuration WI-ABM-1108 UW Field Work Activity Onboarding WI-ABM-1111 UW Field Work Activity Configuration WI-ABM-1120 UW Dynamic Work Activity Configuration QMS-ABM-0005 UW Quality Manual

LOCATION http://www.abmlq.com/wiabm1103 http://www.abmlq.com/wiabm1551 http://www.abmlq.com/wiabm1105 http://www.abmlq.com/wiabm1110 http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1120 http://www.abmlq.com/qmsabm0005

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Email Communication Templates QuickTip - How to Create a New UW Account QuickTip – How to log into UW for the First Time

LOCATION http://www.abmlq.com/wiabm1108a http://www.abmlq.com/wiabm1102a http://www.abmlq.com/firstuwlogin

QuickTip – How to log into UW in Outline Mode Video: UW Hopper Overview

http://www.abmlq.com/uwoutlinemode http://www.abmlq.com/wiabm1105e

Procedure Title: Dynamic Work Activity Onboarding

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CONTROLLED DOCUMENT: WI-ABM-1119

QMS STANDARDS

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)

1.1 03/09/15 03/06/15

DOCUMENT AUTHORS: Melissa Cipriani; Matt Sexton; Mike Walker

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1

SECTION / PARAGRAPH CHANGED All All

CHANGE MADE

Initial Entry Package for release after final review

DATE OF REVISION MM/DD/YY 01/26/15 03/09/15

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PERSONNEL IN THESE ROLES MUST BE NOTIFIED WHEN THIS WI IS UPDATED OR RE-RELEASED: ABMLQ, Senior Vice President ABMLQ Team ABMLQ UW Support Team Solution or Location Supporters

Procedure Title: Dynamic Work Activity Onboarding

Page 6 of 7

CONTROLLED DOCUMENT: WI-ABM-1119

10.0

QMS STANDARDS

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: MATT SEXTON BUSINESS UNIT: ABM

TITLE: UW DEPLOYMENT SIGNATURE: ELECTRONIC APPROVAL

THIRD APPROVER NAME: MIKE WALKER BUSINESS UNIT: ABM

TITLE: PROG DIR, EMERGING INNOVATIONS SIGNATURE: ELECTRONIC APPROVAL

DOCUMENT HISTORY SECTION: Document Created on 01/26/15 by Melissa Cipriani Document Modified on 03/09/15 by Melissa Cipriani

Procedure Title: Dynamic Work Activity Onboarding

Page 7 of 7

CONTROLLED DOCUMENT: WI-ABM-1120

QMS STANDARDS

BUSINESS UNIT:

ABM 551 Fifth Avenue, Suite 300, New York, NY 10176

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Dynamic Work Activity – Configuration

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1120 REVISION: 1.1

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Released 03/09/15 03/09/15

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0

PURPOSE/SCOPE Through Dynamic Work Activity (DWA), Unified Workforce (UW) provides a native work activity interaction for field labor resources when the use of a work order management system is unavailable or not an option. The device and operating system agnostic tool allows office and field personnel to perform the same basic functions that are available in Field Work Activity (FWA) but without the external integration of a work order management system. The effective use of DWA starts with a comprehensive onboarding and configuration process. The configuration of specific settings, rules and fields in the UW Admin Portal before a set of users or a specific location begins their use of UW is a critical step to ensuring an effective user experience. This Work Instruction (WI) defines the configuration process when implementing DWA through Unified Workforce. See Section 5.0 to read WI-ABM-1119 Dynamic Work Activity Onboarding.

2.0

RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES    

It is the responsibility of all participants of UW and Dynamic Work Activity to read, understand and abide by the provisions of this WI. It is the responsibility of managers from locations or divisions that use UW to read and abide by the provisions of this WI. It is the responsibility of the UW Support Team to complete the steps within their purview specific to the configuration of Dynamic Work Activity functions in UW. It is the responsibility of the UW Support Team to ensure the validity and effectiveness of the processes defined in this WI.

Procedure Title: Dynamic Work Activity Configuration

Page 1 of 8

CONTROLLED DOCUMENT: WI-ABM-1120

QMS STANDARDS

2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of Learning and Quality is the point of escalation for all matters contested or inquired upon this WI. 3.0 PROCEDURE (SOP OR WI STEPS) 3.1 FIELD WORK ACTIVITY AND WORK ACTIVITY QUEUE Typically, the use of UW for work activity management begins with Field Work Activity (WA) and the integration of an external transactional or work order management (WOM) system such as Maximo or Corrigo. If a WOM system is not in use or not an option, Dynamic Work Activity can be used natively within UW to leverage similar features as an external WOM. The UW Queue can also be used in conjunction with the work activity components; it gives users the ability to participate in a pool of labor while vying for work based on merit and social standing. UW members can use FWA and DWA without the Queue. However, the Queue can’t be used without Field WA. Additionally, work activities created in DWA can either be assigned to an “Individual” or the “Community” (multiple workers). Assigning to a Community allows the generation of multiple work activities at a time. If assigned to a Community, the work order must be managed (picked up, committed) in the Work Activity Queue. If assigned to an individual, it can be managed in Field Work Activity. For more information on this process and Field Work Activity or Queue, please see Section 5.0 of this WI. 3.2 CONFIGURATION DEPENDENCIES 3.2.1

User Profile The personalized experience in UW is dependent on an effective onboarding process which starts with the accuracy of a user’s profile. During the onboarding process, each UW member’s profile information determines their access to certain information within UW and how information is displayed whenever they are in UW. The items listed below prompt the user’s experience and access to activity and information:     

Base Proficiency Business Type Industry Market Location

   

Office Proficiency Level Role Service

The user’s profile information listed above can be obtained either through a self-registration process or a batch import process when an entire location is implementing the use of FWA in UW. See Section 5.0 to read WI-ABM-1108 Onboarding Field Work Activity for more information. 3.2.2

Proficiency and Assessment During the on boarding process, a new user makes a "declaration" of industry, service, and skill level based on a default list of choices. This declaration is done either through a selfregistration process or via the batch import file. It is likely, and expected, that users will have numerous industry - service - skill combinations. The learning engine sees these as assessment requests and automatically routes an alert (via the UW message buss) to the user to take the qualifying assessment. The assessments essentially produce a competency model for a specific area of expertise (service, industry, and proficiency levels).

Procedure Title: Dynamic Work Activity Configuration

Page 2 of 8

CONTROLLED DOCUMENT: WI-ABM-1120

QMS STANDARDS

Therefore, if the UW member’s role is set as Field Worker, which means the potential to use work activity, his declaration will be also validated through the qualifying assessment that is conducted as part of the UW implementation process for a specific location. The assessment validation process is conducted as part of the FWA configuration process. Important Note: Qualifying assessments must be completed and passed by UW users in order to see work activities via the Queue. However, direct-assigned and dispatch delegate users can override this requirement. See Section 5.0, WI-ABM-1111 Field Work Activity Configuration to read how the qualifying assessment is produced and published to determine a specific competency model. 3.3 CONFIGURATION IN THE UW ADMINISTRATIVE PORTAL The configuration of information in the UW Admin Portal is a critical step that is performed by the UW Support Team with information derived from the work order management system and batch user import process. The key areas that need to be validated during the initial UW onboarding process in the Admin Portal include the items in this table: Section/Area Admin Portal | User Configuration Admin Portal | UW Logical Entities

Admin Portal | Skill

Admin Portal | Location

Admin Portal | User Attributes – tailors the user experience Admin Portal | External Application – enables singlesign on access TNT (work activity types) – derived from WOM and batch import process – information from TNT is what feeds the Queue

Items Included or Data Source  From Batch Import or

 Registration Form

       

      

TNT (work activity types) Certifications COI License Service Tools Special PPE CNT Union

Service Industry Language Country State Proficiency Proficiency Level

 Industry  Service  Base Proficiency

 Proficiency Level  Primary (required)  User Site Configuration

   

 Location  Primary (required)  User Site Configuration

Corporation Business Market Office

 Zip Code  Default Date Internal  UW Tech ID

 Role  SD Access  User Site Configuration

 Application  Configuration  Value

 Synched  User Site Configuration

   

       

Procedure Title: Dynamic Work Activity Configuration

Normalized type Industry Service Skill

Skill Level Pay Duration License Certification PPE Required Service Tools Security Clearance

Page 3 of 8

CONTROLLED DOCUMENT: WI-ABM-1120

QMS STANDARDS

3.4 CONFIGURATION - INITIAL USE BY AN ORGANIZATION OR SITE The configuration of DWA begins with the configuration of FWA in the UW Admin Portal. It is where points of configuration for the UW platform are managed, adjusted and displayed. This administrative interface eliminates the use of third party partners to make adjustments or configure certain settings in the platform. Office (where service is administered), entity, and performance components are all available via the Admin Portal. For example: Office - distance where the UW Queue filters available labor resources. The list of features below must be reviewed and adjusted as required when configuring FWA for the first time. If satisfactory to the organization or site’s needs, the default configurations can be kept where applicable. Activity; peak

Field workers; qualified (community and individual)

Activity; projects

Messaging | consider the community

Activity; queue | encouragement

Messaging | UWDA <48h reminder

Activity; sales

Tile; dynamic activity

Activity; peak load

Tile; dynamic stats

Broadcast activity See Section 5.0 to view the definitions of each feature in QMS-ABM-0005 UW Quality Manual. Feature

Function

Configuration/Review Steps

Activity; queue | encouragement

Leveraging the powerful virtuous work engine within the UW platform we help compel the project manager utilizing UWPA (UW project activity) by encouraging them to send requests to the community and not individuals. While adjustable at the office level the default points are -.03% for assigning to an individual and +1.5% for assigning to the community

Review default points with applicability for a new implementation of UW.

Activity; sales

A dynamic, ad-hoc activity generator is convenient to use when tracking required sales activity related to sales functions. UWDA may be used for field and office based (sales support) workers.

Review use of DA for sales activity tracking

Field Workers; Qualified (community and individual)

Exclusively for those activities that originate within UWDA, both assign to community and assign to individual are checked against the workers’ qualifications. Office profile has a flag that allows the distribution of activity to qualified ONLY or allows sending to any resource. In the case of sending to any resource a couple of caveats exist:

Qualifying assessments must be produced, published in TLS; UW users must take and pass the assessments for their declared proficiencies in order to participate.

>Assign to an individual will show the qualified resources on top separated by a horizontal line to unqualified resources >Office worker selecting unqualified resources will receive negative points Messaging | consider the Community

After five consecutive times (adjustable at the office level) of assigning to an individual the requestor will be sent this message: distributing activity via the community makes your job much easier, give a try sometime, you can always pull it back from the queue if things don’t work as expected

Procedure Title: Dynamic Work Activity Configuration

Review default settings for applicability to a new implementation.

Page 4 of 8

CONTROLLED DOCUMENT: WI-ABM-1120

Messaging | UWDA <48 hour reminder

QMS STANDARDS

As the "no later than due date" comes within 48 hours a reminder is sent to the assigned worker to help them shuffle their priorities and finish on time (not to mention avoiding the negative points as a result of not finishing by obligated time)

Review default settings for applicability to a new implementation.

3.5 USERS OF DYNAMIC WORK ACTIVITY DWA can be used by all three roles in UW:  Client Worker  Field Worker  Office Worker See Section 5.0, WI-ABM-1121 UW Dynamic Work Activity Usage and Adoption to read how each role leverages DWA. 3.6 CONFIGURATION BY LOCATION 3.6.1 STEP 1.

WHAT 1Follow UW onboarding . process

Update user profile: role = field worker Verify user profile (see section 3.3.1 above) Verify user has Services/Industry/Skill/ Level set

3. 4.

3.6.2 STEP

End Users – Field Work Activity WHEN

COMPETENCY (WHO)

HOW (TOOLS)

During implementation process with a specific location

New UW members UW Support Team

WI-ABM-1102 WI-ABM-1104 WI-ABM-1103 WI-ABM-1108

Configuration

UW Support Team

UW Admin Portal

Configuration

UW Support Team

UW Admin Portal

Configuration

UW Support Team

UW Admin Portal

End Users – Dynamic Work Activity WHAT

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

1Add Dynamic Activity in . the User Configuration list under WOM with the associated WOM Site(s)

Configuration process

UW Support Team

UW Admin Portal | Internal Application | Social Compulsion | User | User Configuration

1Add SD Access in the . User Attribute

If UW Queue is being leveraged

UW Support Team

UW Admin Portal | User | User Attribute

Procedure Title: Dynamic Work Activity Configuration

Page 5 of 8

CONTROLLED DOCUMENT: WI-ABM-1120

Confirm and/or modify DWA configuration settings as necessary

QMS STANDARDS

Configuration process

UW Support Team

UW Admin Portal | Internal Application | Dynamic Activity Configuration â&#x20AC;&#x201C; for example: >Maximum # of work activities a user can create (defaulted at 50) >Minimum and maximum estimation limit (defaulted at 1 and 48)

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 Admin Portal DWA, Dynamic Work Activity Field Work Activity Onboarding UW, Unified Workforce WOM, Work Order Management Work Activity Queue

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1108 UW Field Work Activity Onboarding WI-ABM-1111 UW Field Work Activity Configuration WI-ABM-1105 UW Work Activity Queue Onboarding WI-ABM-1107 UW Work Activity Queue Usage and Adoption WI-ABM-1119 UW Dynamic Work Activity Onboarding WI-ABM-1121 UW Dynamic Work Activity Usage and Adoption WI-ABM-1110 UW Work Activity Queue Configuration WI-ABM-1551 UW Support and Notifications UW Reference Guide

Procedure Title: Dynamic Work Activity Configuration

LOCATION http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1105 http://www.abmlq.com/wiabm1107 http://www.abmlq.com/wiabm1119 http://www.abmlq.com/wiabm1121 http://www.abmlq.com/wiabm1110 http://www.abmlq.com/wiabm1551 http://www.abmlq.com/uwreference01

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CONTROLLED DOCUMENT: WI-ABM-1120

QMS STANDARDS

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Video: Overview of Work Activity Queue QuickTip: Logging into UW for the First Time

LOCATION http://www.abmlq.com/uwqueueoverview video http://www.abmlq.com/firstuwlogin

QuickTip – How to log into UW in Outline Mode

http://www.abmlq.com/wiabm1102d

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)

1.1 03/09/15 03/06/15

DOCUMENT AUTHORS: Melissa Cipriani; Mike Walker

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1

SECTION / PARAGRAPH CHANGED All All

CHANGE MADE

Initial Entry Prepare for release after final review

Procedure Title: Dynamic Work Activity Configuration

DATE OF REVISION MM/DD/YY 01/26/15 03/09/15

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CONTROLLED DOCUMENT: WI-ABM-1120

QMS STANDARDS

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: MATT SEXTON BUSINESS UNIT: ABM

TITLE: UW DEPLOYMENT SIGNATURE: ELECTRONIC APPROVAL

THIRD APPROVER NAME: MIKE WALKER BUSINESS UNIT: ABM

TITLE: PROG DIR, EMERGING INNOVATIONS SIGNATURE: ELECTRONIC APPROVAL

DOCUMENT HISTORY SECTION: Document Created on 01/26/15 by Melissa Cipriani Document Modified on 03/09/15 by Melissa Cipriani

Procedure Title: Dynamic Work Activity Configuration

Page 8 of 8

CONTROLLED DOCUMENT: WI-ABM-1121

QMS STANDARDS

BUSINESS UNIT:

ABM 551 Fifth Avenue, Suite 300, New York, NY 10176

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Dynamic Work Activity – Usage and Adoption

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1121 REVISION: 1.2

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

RELEASED 03/25/15 03/25/15

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0

PURPOSE/SCOPE Through Dynamic Work Activity (DWA), Unified Workforce (UW) provides a native work activity interaction for field labor resources when the use of a work order management system is unavailable or not an option. The device and operating system agnostic tool allows office and field personnel to perform the same basic functions that are available in Field Work Activity (FWA) but without the integration of an external work order management system. The adoption of any solution that is new to its users is critical to realizing the value it provides. With UW and its components, such as Field Work Activity, it is even more so. A concept that is new not only to ABM but to the Industry, can benefit from a deliberate process of compelling adoption. The advantage to using Dynamic Work Activity (in conjunction with FWA and/or the UW Queue) in UW is once the momentum starts, the exponential realization of its value can propel and sustain its adoption. This Work Instruction (WI) defines the usage and adoption of Dynamic Work Activity.

2.0

RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES   

It is the responsibility of all participants of UW and Dynamic Work Activity to read, understand and abide by the provisions of this WI. It is the responsibility of managers from locations or divisions that use UW to read and abide by the provisions of this WI. It is the responsibility of the UW Support Team to ensure the validity and effectiveness of the processes defined in this WI.

Procedure Title: Dynamic Work Activity Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1121

QMS STANDARDS

WHEN WOULD DWA BE USED? The use of Field Work Activity typically requires the use of a work order management system, including those that are externally available or already in use by the location. In cases where one does not already exist or is not an option, DWA can be leveraged within UW in lieu of the WOM system. Specifically, DWA can be used for the following reasons if the location does not already use a WOM system:    

Regardless of the motivation, the combination of features and functions that can be leveraged once in UW will provide any operating location with a set of tools for managing their work activities. 3.2

FIELD WORK ACTIVITY AND QUEUE WORK ACTIVITY For a Field Worker, the use of UW for work activity management begins with Field Work Activity (FWA) and the integration of an external transactional or work order management (WOM) system such as Maximo or Corrigo. If a WOM system is not in use or not an option, Dynamic Work Activity can be used natively within UW to leverage similar features as an external WOM. The UW Queue can also be used in conjunction with the work activity components; it gives users the ability to participate in a pool of labor while vying for work based on merit and social standing. UW members can use FWA and DWA without the Queue. However, the Queue can’t be used without Field WA. Additionally, work activities created in DWA can either be assigned to an “Individual” or the “Community” (multiple workers). Assigning to a Community allows the option to generate and individual or multiple work activities. If assigned to a Community, the work order must be managed (picked up, committed) in the Work Activity Queue. If assigned to an individual, it can be managed in Field Work Activity. See Section 3.7 below for the steps in this process. For more information on the UW Queue and FWA, please see Section 5.0 of this WI.

3.3

ONBOARDING AND CONFIGURATION The effective use of Field Work Activity begins with a proper onboarding process. The configuration of information in the UW Admin Portal is a critical step in the onboarding process that is performed by the UW Support Team with information derived from the work order management system and batch user import process. The key areas that need to be validated during the initial UW onboarding process in the Admin Portal are defined in a Work Instruction that can be viewed in Section 5.0 of these WIs:  WI-ABM-1119 UW Dynamic Work Activity Onboarding  WI-ABM-1120 UW Dynamic Work Activity Configuration

Procedure Title: Dynamic Work Activity Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1121

3.4

USERS OF DYNAMIC WORK ACTIVITY DWA can be used by all role types in UW, namely:   

3.5

QMS STANDARDS

Client Worker – a client can view activity to be kept informed of the status of work orders Field Worker – a field worker can create and manage work orders from any device Office Worker – an office worker can create singular or multiple work orders for various reasons as listed above in Section 3.1.

ADOPTION User adoption means the acceptance and use of new systems, solutions or processes that are being implemented in an organization. Although technology plays a big part in the use of UW, adoption is much more than using its bells and whistles. The goal of user adoption within UW is to ensure the solution is effectively and consistently leveraged with its value realized and delivered in the course of its implementation and long-term use. 3.6.1

How do we achieve our user adoption goal?

Step

Application

Identify a familiar and well-defined support process

A common theme to user adoption at ABM is the use of our Evangelists, Advocates and Supporters Influence (EASI) Community. With UW, the identification of Solution Supporters is paramount to ensuring the users have a familiar colleague to guide them and sustain the momentum. Coupled with a well-defined support and notification process, the users should be able to help themselves with self-service resources as well as have access to live support when necessary. See Section 5.0 to view WI-ABM-1551 UW Support and Notifications for additional information. See Section 6.0 to learn more about the EASI Community/Program. Adoption starts at the beginning of a “project” or “implementation”, not at its completion. The production and availability of learning content before a single user logs into UW is going to ensure a well-prepared set of users. Our objective is to minimize any user issues during the implementation process and sustain the long-term use of the solution by compelling an outcome that will meet the needs of the users and their customers. This is only attainable with a proper training and onboarding process that is reinforced by the Solution Supporters and the UW Support team. See Section 5.0 to view WI-ABM-1119 Dynamic Work Activity Onboarding for additional information. Native to UW’s features is the ability to see how each user or location is performing. By design, the merit-based method that stems from a complex point system gives visibility to each user’s ability to participate in UW. This built-in algorithm defines the user’s community standing and thus, allows us to easily identify where additional reinforcement is needed. See Section 5.0 to view WI-ABM-1111 Field Work Activity Configuration and WI-ABM-1003 Unified Workforce Quality Review for additional information.

Minimize user issues with proper training and onboarding process

Provide visibility to usage metrics

3.6.2

Practical application: There are a few things that can be put into practice to compel user adoption at different phases of the implementation at the location, divisional and organizational levels when using Dynamic Work Activity. Application is also dependent on the motivation for using DWA (as listed above in Section 3.1):

Phase

Level

Planning

Division

Application  

Implementation

Location

Deployment

Location

     

Procedure Title: Dynamic Work Activity Usage and Adoption

Identify executive sponsor/key divisional personnel who can provide leadership at the divisional level Communicate the value and set of expectations to the division or service line personnel Identify Solution Supporters for each location Induct into EASI Program Deliver training to Solution Supporters Deliver orientation, training and onboarding to end users Reinforcement of training and support resources by UW Support Team and Solution Supporters Consider incorporation of UW work activity usage into key performance indicators (KPIs)

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CONTROLLED DOCUMENT: WI-ABM-1121

Post-Deployment

QMS STANDARDS

Location

    

Stabilization

Location, Division and Organization

   

3.6

Monitor usage of Work Activity components by Solution Supporters based on native point system features Depending on motivation for using DWA, apply policy for its strict use in lieu of any alternate or previous process/systems Tie the work order numbers generated from UW into existing external timesheet process as a matter of policy Coach those whose community standings may need improvement based on a location’s use of DWA Consider incorporation of UW work activity usage into performance review process Communicate the 90-day performance; highlight the value derived from UW based on activity Provide visibility to performance metrics Conduct Quality Review and follow continuous improvement process If incorporated into KPIs or performance reviews, monitor performance and implement continuous improvement methods

USAGE OF DYNAMIC WORK ACTIVITY

3.7.1

Create Work Order(s) The primary feature of DWA is the ability to create work orders within UW, and an option to assign the work order to an individual or the community for services that require multiple work orders. When creating a work order (see steps below), a list of information is filled in:      

Office (drop down) Industry (drop down) Service (drop down) Location (drop down) Address (auto populated) Work Order Type o Capital Project o Corrective Maintenance o Emergency Maintenance o Event Report o Preventive Maintenance o Reactive

Procedure Title: Dynamic Work Activity Usage and Adoption

      

Nature of Call (drop down from TNT) Description Arrive By Duration Priority Notes Assign o Assign Community * number of activity copies (<50) o Assign Individual

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CONTROLLED DOCUMENT: WI-ABM-1121

STEP

WHAT

QMS STANDARDS

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

1Log into UW: . https://unifiedworkforce. abm.com

Start of work day

>Office Worker

Logging into UW the First Time: http://www.abmlq.com/first uwlogin Using UW in Outline Mode: http://www.abmlq.com/uwoutlinem ode Using UW in HTML5: http://www.abmlq.com/u whtml5mode

Click on “launch(da)” tile

Start of work day

>Office Worker >Field Worker

Dynamic Activity list will be displayed Click left facing arrow (right side) to expose all charms; Click “Create Work Activity” charm (bottom left) Fill in boxes from drop down options or manually as necessary, then click “Create” (bottom) In the Assign section, click the “Assign Individual” button In the Assign section, click the “Assign Community” button and enter the # of activities (work orders) required Click “Create”

Upon entering DA To get into DWA

>Office Worker >Field Worker >Office Worker

QuickTip re: My Role, Rhythm and Experience: http://www.abmlq.com/wiabm1109 b See example in image above

To generate work order(s)

>Office Worker >Field Worker

To generate work order(s)

>Office Worker >Field Worker

If creating one work order for one field worker If creating multiple work orders for several field workers

>Office Worker >Field Worker

To complete the form Review of activities

>Office Worker

As necessary

>Office Worker >Field Worker >Office Worker >Field Worker

9. 10.

11. 12.

The work activities will now appear in the activities list Click work order to edit content Log out of Dynamic Activity

When complete

See list of information above that are filled in when creating a work order

>Office Worker only

>Office Worker

Details will be displayed; click “edit” to update any information

3.7.2 Execution of Work Activity [work order(s)] a. Assigned to the Community (from the Work Activity Queue) STEP 1.

WHAT 1Log into UW: . https://unifiedworkforce. abm.com

WHEN Start of work day

Procedure Title: Dynamic Work Activity Usage and Adoption

COMPETENCY (WHO) >Field/Office Worker

HOW (TOOLS) Logging into UW the First Time: http://www.abmlq.com/first uwlogin Using UW in Outline Mode: http://www.abmlq.com/uwoutlinem ode Using UW in HTML5: http://www.abmlq.com/u whtml5mode

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CONTROLLED DOCUMENT: WI-ABM-1121

STEP

WHAT

QMS STANDARDS

WHEN

COMPETENCY (WHO)

Go to my role | [hop]per work activity

Before performing work

>Field/Office Worker

Click launch tile - three sets of work orders will be listed: >My Available >My Picked Up >My Committed

If there is a need to pick up and commit to a work order

>Field/Office Worker

Click “run”

>Field/Office Worker

Click on a work order and click “pick up”.

If there is a need to pick up and commit to a work order To pick up a work order

Click the “Picked Up” view, click on the picked up work order, and click on “Commit”. Repeat the above steps for as many work orders as required. Recycle “undesirable” work orders

To commit to a work order

>Field/Office Worker

When work orders are not picked up

>Field/Mobile Worker >Office Worker

Modify priority level of a work order

If still in available mode

>Client >Office Worker

Log out of the Queue

Before going to Field Work Activity

>Field/Office Worker

HOW (TOOLS) Training video: http://www.abmlq.com/wiabm1107 a Training video: http://www.abmlq.com/wiabm1107 a Note: Only those work orders that meet the criteria based on priority, skill level, proximity, equipment and tools in possession, and social standing (and other variables) will appear in the user’s available list. Training video: http://www.abmlq.com/wiabm1107 a Training video: http://www.abmlq.com/wiabm1107 a Alerts and notifications are sent to the office and client as a work order cycles through each phase from available, picked up to committed.

Recycling can be done thru: 1. Any work activity which passes through the notification cycle with no “pickup”, the activity will automatically recycle and move up to a higher level priority. 2. May also be forced into a recycle loop (up to 3 times only) by the field user or the office worker. Client can modify the priority of a work order which modifies the notification ramp, also known as the “shuffle” dispatch variant. Training video: http://www.abmlq.com/wiabm1107 a

b. Assigned to (or Picked up by) an Individual (from Field Work Activity) STEP 1.

WHAT 1Log into UW: . https://unifiedworkforce. abm.com

Travel to Field Work Activity

Click on work order for which work will be performed Click the “charms” to expose all functions while in the work order

Click the “charms” at the top to view additional information

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

Start of work day

>Field/Office Worker

If work activity is assigned to an Individual To check into work order

>Field/Office Worker

My Role | launch [field] | Run

>Field/Office Worker

From Work Activities list

When interacting with the work order

>Field/Office Worker

QuickTip: http://www.abmlq.com/wiabm1109 a

When interacting with the work order

>Field/Office Worker

QuickTip: http://www.abmlq.com/wiabm1109 a

Procedure Title: Dynamic Work Activity Usage and Adoption

Page 6 of 9

CONTROLLED DOCUMENT: WI-ABM-1121

STEP 6. 7.

QMS STANDARDS

WHAT

WHEN

COMPETENCY (WHO)

Click “check in” in current work order Click “check out” in current work order and the appropriate status

To start work related to work order When work is completed for the day

>Field/Office Worker

Log out of Work Activity Queue

When work is completed

>Field/Office Worker

HOW (TOOLS) Check out status options: >Complete 100% >Incomplete return soon >Incomplete need parts

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 Admin Portal Corrigo Dynamic Work Activity EASI, Evangelists, Advocates and Supporters Influence Field Work Activity Maximo Onboarding Queue Activity UW, Unified Workforce WOM, Work Order Management

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME QMS-ABM-0005 UW Quality Manual WI-ABM-1108 UW Field Work Activity Onboarding WI-ABM-1111 UW Field Work Activity Configuration WI-ABM-1105 UW Hopper Work Activity Onboarding WI-ABM-1107 UW Hopper Work Activity Usage and Adoption WI-ABM-1110 UW Hopper Work Activity Configuration WI-ABM-1551 UW Support and Notifications WI-ABM-1119 UW Dynamic Work Activity Onboarding WI-ABM-1120 UW Dynamic Work Activity Configuration Process Diagram – Practical Application of DWA and UWQ

Procedure Title: Dynamic Work Activity Usage and Adoption

LOCATION http://www.abmlq.com/qmsabm0005 http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1105 http://www.abmlq.com/wiabm1107 http://www.abmlq.com/wiabm1110 http://www.abmlq.com/wiabm1551 http://www.abmlq.com/wiabm1119 http://www.abmlq.com/wiabm1120 http://www.abmlq.com/wiabm1121a

Page 7 of 9

CONTROLLED DOCUMENT: WI-ABM-1121

QMS STANDARDS

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Video: Overview of Hopper Work Activity R-WI-ABM-1105-7 QuickTip – How to log into UW for the First Time R-WI-ABM-1105-8 QuickTip – How to log into UW in Outline Mode R-WI-ABM-1105-9 Video: UW Hopper Overview EASI Program Brief UW Training Videos

LOCATION http://www.abmlq.com/uwqueueoverviewvideo

http://www.abmlq.com/firstuwlogin http://www.abmlq.com/wiabm1102d http://www.abmlq.com/wiabm1105e http://www.abmlq.com/EASIProgramBrief http://www.abmlq.com/wiabm1107a

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)

1.2 03/25/15 03/25/15

DOCUMENT AUTHORS: Melissa Cipriani; Mike Walker; Matt Sexton

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1 1.2

SECTION / PARAGRAPH CHANGED All 3.6, 3.7.1

All

CHANGE MADE

Initial Entry Added section 3.6; added 3.7.1 list of work order form boxes; modified steps on how to create work order Prepare for release

Procedure Title: Dynamic Work Activity Usage and Adoption

DATE OF REVISION MM/DD/YY 01/26/15 03/23/15 03/25/15

Page 8 of 9

CONTROLLED DOCUMENT: WI-ABM-1121

QMS STANDARDS

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: MATT SEXTON BUSINESS UNIT: ABM

TITLE: UW DEPLOYMENT SIGNATURE: ELECTRONIC APPROVAL

THIRD APPROVER NAME: MIKE WALKER BUSINESS UNIT: ABM

TITLE: PROG DIR, EMERGING INNOVATIONS SIGNATURE: ELECTRONIC APPROVAL

DOCUMENT HISTORY SECTION: Document Created on 01/26/15 by Melissa Cipriani Document Modified on 03/23/15 by Melissa Cipriani Document Modified on 03/25/15 by Melissa Cipriani

Procedure Title: Dynamic Work Activity Usage and Adoption

Page 9 of 9