Uw quality manual activity queue

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

Unified Workforce Quality Manual Activity, Queue φτυω 3.3 Activity, Queue

Description: Work activity based Queue where notifications to participating UW members are prioritized based on qualifications, proximity and community standing. All activities are ranked and managed based on filters and points. Those with the best traits are notified first and all others incrementally notified at greater durations from the initial field notification. Thus, the best field based UW members will receive the best work activity opportunities and those further down the notification sequence will be motivated to improve their community standing.

Purpose: Modify the dispatch process from a subjective “push” model to a community governed objective “pull” model. Dispatch interacts with the undesirable activities (those not picked up by AL or NAL resources) Functions: Activity list and calendar views

Event based surge staffing (typically through Dynamic Activity)

Priority based, auto escalation loop

Alert distribution, email

Filtering, business rules enforcement

Random rounds management

Alert distribution, SMS (text)

Filtering, proximity based

“Recycled” alerts and notifications

Algorithm based worker selection

Filtering, skill based

“Recycled” queue activity logic

͟

Unified Workforce Quality Manual Activity, Queue φτυω “Available” priority based ramp

Queue activity summary view (by office)

Shuffle, client priority modification

Charm based expandable application

Integrated search function

SMS (text) based Queue activity interaction

“Committed” alerts and notifications

Office configurable effort and pay banding

System based, objective, work distribution

“Committed” time/day conflict resolution

Office configurable NAL handicap

“Undesirable” alerts and notification

Community standing, induction leveling

Office configurable show pay at “pickup”

“Undesirable” queue activity logic

Compelled collaboration

Office configurable proximity

UW Standing inputs, 56 See all inputs at:

http://www.abmlq.com/uwpoints

Continuous quality loops

Peer governed society

Work activity alerts and notifications

Dispatch variant, pull

Performance to opportunity balance (standing)

Work activity summary view (by office)

Dispatch variant, shuffle

“Pickup” alerts and notifications

Work activity type matching, personal protective equipment

Dispatcher-less work activity distribution

“Pickup” by others immediate feedback

Work activity type matching, proximity

Dynamic work type actual pay calculations

“Pickup” selection, effort and pay (optional)

Work activity type matching, skill level

Dynamic work type actual time calculations

Priority based, client manipulation

Work activity type matching, tools

1. Activity list and calendar views (day , week) Three status levels are available for field users, available, pickup, commit. Calendar views are provided at the commit level to assist with appointment conflict management.

2. Alert distribution, email Email is sent for those participating in the "pull" dispatch variant and fired off when an available activity enters the hopper which they are a candidate. UW message buss will also send a request to "check UW for pending alerts and notifications" if items have not been addressed within 24hours.

3. Alert distribution, SMS (text) SMS (text) is sent for those participating in the "pull" dispatch variant and fired off when an available activity enters the hopper which they are a candidate. This notification is read only and requires a smart device in order to pick up the activity.

4. Algorithm based worker selection Hundreds of events add and delete community points from a UW user. These community points are leveraged once a pool of candidates is determined for a given work activity. Those with the greatest number of points will receive the first work notifications making the process self-regulating aka "peer governed society".

͠

Unified Workforce Quality Manual Activity, Queue φτυω 5. "Available" priority based ramp Transactional work orders carry a priority, as dictated by the dispatcher or system, when then enter the hopper. Clients have the ability if utilizing the "shuffle" dispatch variant to modify the priority while in the available state. Modifying the priority of their tickets will modify the notification ramp. Priority may be moved on step (one to ten) at a time.

6. Charm based expandable application When non-common functionality needs to be added to a UW component it is done via the top and bottom charms. These charms, which are uniquely programmed icons, allow UW to maintain its composure as a pure platform.

7. "Committed" alerts and notifications Once a work activity commit time is saved a timer watches the time and politely sends a remind notification to the user as the time approaches.

8. "Committed" time / day conflict resolution A daily calendar view is provided during the commit process. However, a field user may double book any time slot.

9. Community standing, induction leveling During the on boarding process users declare a default industry-service-skill combination. Over time they will accumulate and lose community points. A new user will be granted the median of all UW users which have a default industry-service-skill match. If no user exists in that match, UW will take the median of points for the levels above and below the users default.

10. Compelled collaboration Essentially, when using the pull model of dispatch, users want to have the highest community points as they directly impact the type of work activity they may choose. Thus the UW points engine has the ability to modify the impact of point bearing events. For instance, we may want UW users to collaborate within contextual learning, a reward for that behavior may be adjusting the "reply to content" from a + .25% to a +3% community impact.

11. Continuous quality loops Using the pull dispatch variant you get a mix of service employees on a site, encouraged to share the sites "tribal knowledge" through their community standing we open checks and double checks. Client and employee feedback are integrated and easy to access, these inputs impact community points.

12. Dispatch variant, pull Work activity based hopper where notifications to participating UW members are prioritized based on qualifications, proximity and past performance. Those with the best traits are notified first and all others incrementally notified at greater durations from the initial field notification. Thus, the best field based UW members will receive the best work activity opportunities and those further down the notification sequence will be motivated to improve their performance.

13. Dispatch variant, shuffle A client, across their portfolio, has the ability to change what is worked on next by UW labor resources.

Influence the priority of work activity leveraging a “pull” model of dispatch utilizing our sophisticated algorithms.

͡

Unified Workforce Quality Manual Activity, Queue φτυω 14. Dispatcher-less work activity distribution Transactional work order systems may "pre assign" work activity types to named users. In this example a location does not have any dispatcher support and pre assigns all work orders to the user "UW Tech". By default, and fully automatic, these activities enter the hopper. See also "dispatch variant, pull" 15. Dynamic work type actual pay calculations All activity types (clean spot on carpet) have related data which includes estimate cost (a calculation of time versus rate). When office locations are on boarded to UW they dictate a margin to be shown around the cost (default is + or - 5%). UW tracks actual pay by work activity and the office, if they choose to display, shows ranges based on the confidence of their field service workers by work activity type.

16. Dynamic work type actual time calculations All activity types (clean spot on carpet) have related data which includes estimate time. When office locations are on boarded to UW they dictate a margin to be shown around the time (default is + or - 5%).

UW tracks actual time by work activity and the office shows ranges based on the confidence of their field service workers by work activity type.

17. Event based surge staffing The key is to engage as many third party providers as possible in a market and get them qualified within the UW platform. As surge events arise assigning activity to the hopper handles all functions automatically while keeping the requestor up to date via the UW messaging buss.

18. Filtering, business rules enforcement Multi system filter criteria is utilized when determining candidates to execute work activity. Examples include, yet are not limited to; certificates of insurance, clearances, certifications, licenses, personal protective equipment, special tools, etc.

19. Filtering, proximity based Zip code filtering is used to determine work activity candidates. If the field worker is active on an activity we use that zip and the zip of the next activity. If the field worker is not active on an activity we use their UW admin portal default and optional zip codes to establish "location".

20. Filtering, skill based Once assessed a skill level is established for each industry, service, skill scenario. Work activity types contain required industry, service, skill levels and will only appear in the hopper for those with matching or exceeding skill levels.

21. Hopper activity summary view (by office) Labor resources receiving work activity via the pull dispatch variant will be listed weekly for the person (s) listed as Office administrators. This web based list will show the labor name, estimated time, actual time for ABM and non ABM labor. It is likely that this list will be used to reconcile with a transactional work order system a "check off" list function has been added to the view.

22. Integrated search function Search is found as provided as a global charm (right side) and contracted with by numerous UW components. Hopper based activity will be searched using this search contract.

͢

Unified Workforce Quality Manual Activity, Queue φτυω 23. Office configurable effort and pay banding UW average effort and pay by work activity type are constantly being updated. Depending upon the labor conditions and site variables UW displays a range as opposed to exact numbers. The Office may configure the independent ranges for effort and pay respectively.

24. Office configurable NAL handicap Based on the internal labor conditions (flush with resources or more work than resources) the Office may apply a handicap to any non ABM labor. As candidates are filtered for various elements the end result will be a look at community points and notification grouping. Those with the highest points will be notified first.

Thus, this function allows the Office to place "x" percent handicap on non ABM labor (they may choose to apply a 50% deduct on non ABM labor points, thus non ABM labor will always be at the end of the notification grouping).

25. Office configurable show pay at "pickup" When work activity is shown Office may elect to not show any pay related data (effort is always shown).

26. Office configurable proximity One of the filtering mechanisms for the hopper is proximity to the hopper activity. Office may adjust the default setting of 30 miles. Generally, if the office is located in a densely populated area reduced miles may be appropriate. For those offices in rural areas extending the range will allow you to cast a wider net.

27. Peer governed society The UW points engine is woven into all aspects of the experience. Hundreds of events, collected as a biproduct of natural UW interactions, impact the community score for each participant. A couple of the impact statements have been provided: x Cultural impact: Points are displayed at the top of all UW screens and dynamically change in real time.

Color indicator also shows users if their last interactions had a positive or negative influence x Tactical impact: When using the hopper (pull dispatch variant) the community points are instrumental in establishing the users notification grouping. The higher number of community points; the faster the notification; and thus the opportunity to choose preferred work 28. Performance to opportunity balance (standing) When using the hopper (pull dispatch variant) the community points are instrumental in establishing the users notification grouping. The higher number of community points; the faster the notification; and thus the opportunity to choose preferred work.

29. "Pickup" alerts and notifications All three roles (field, office, client) will be notified via the UW message buss when the hopper activity changes states.

30. "Pickup" by others immediate feedback Those field UW users in common distribution groups will experience a "race condition" with regards to picking up activity. This condition is by design and thus all users within the group which do not succeed at the pickup are immediately advised who picked up and what time the hopper activity (motivational indicator).

ͣ

Unified Workforce Quality Manual Activity, Queue φτυω 31. "Pickup" selection, effort and pay (optional) To assist in making better decisions, those picking up hopper activity are provided a work activity type, description, effort and pay ranges. User may return, accept, decline.

32. Priority based, client manipulation "Available" hopper activity has the ability to have the priority modified by the client only. Modifying the priority of an activity modifies the notification ramp. We refer to this as the "shuffle" dispatch variant.

33. Priority based, auto escalation loop Any work activity which passes through the notification cycle with no "pickup" the activity will automatically recycle and move up to a higher priority level.

34. Random rounds management Security officers with quantified skills (industry - services - skills) may pick up work activity as the officer which will naturally create a random rounds schedule.

35. "Recycled" alerts and notifications As hopper activity is recycled all impacted roles are notified via the UW message buss. The field will receive an alert (actionable) and the office and client will receive a notification (news).

36. "Recycled" hopper activity logic Hopper activities may be forced into a recycle loop by the field user. Those hopper activities which are not picked up (undesirable) will automatically recycle and move up to a higher priority level.

37. Shuffle, client priority modification "Available" hopper activity has the ability to have the priority modified by the client only. Modifying the priority of an activity modifies the notification ramp. We refer to this as the "shuffle" dispatch variant.

38. SMS (text) based hopper activity interaction Users which prefer text messages may receive alerts and notifications from the UW message buss.

39. System based, objective, work distribution An algorithm manages the hopper activity via the UW points engine and explicitly the math based logic of notification groups. The pull dispatch variant, when leveraged, objectively manages the distribution of work based off of skills, pre-set filters, proximity.

40. "Undesirable" alerts and notifications The field will receive an alert (actionable) and the office and client will receive a notification (news). See undesirable hopper activity logic.

41. "Undesirable" hopper activity logic A hopper activity which is not picked up automatically becomes undesirable and is recycled and moved up to a higher priority level.

42. UW standing inputs, 56 (23 SD, 3 SC, 30 distance related) | see all inputs: http://sdrv.ms/14HaSpX Community standing points, which may be viewed in the information bar (upper right), are constantly being updated. Hundreds of inputs contribute events which have positive or negative total points impact. Outside of the psychological impact of community viewed points, users compete for position and the UW hopper based work activity favors those with the highest standing (as measured by their UW points). Community

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Unified Workforce Quality Manual Activity, Queue φτυω standing events are dependent upon input variables pulling from UW native and connected UW environments.

43. Work activity alerts and notifications Status changes, call for action and updates are all possible through the UW messaging buss. The field work activity tool contracts with the UW message buss to deliver alerts (action) and notifications (news).

44. Work activity summary view (by office) Labor resources receiving work activity via the pull dispatch variant will be listed weekly for the person (s) listed as Office administrators. This web based list will show the labor name, estimated time, actual time for ABM and non ABM labor. It is likely that this list will be used to reconcile with a transactional work order system a "check off" list function has been added to the view.

45. Work activity type matching, personal protective equipment When PPE is tied to a work activity type it will be filtered when using the pull dispatch variant (UW hopper).

In this instance the vendor management module, which contains many pieces of information on the subcontractor, will be called to provide reference data. If the requested PPE does not exist the sub-contractor will be eliminated from the hopper activity candidate pool.

46. Work activity type matching, proximity Zip code filtering is used to determine work activity candidates. If the field worker is active on an activity we use that zip and the zip of the next activity. If the field worker is not active on an activity we use their UW admin portal default and optional zip codes to establish "location".

47. Work activity type matching, skill level Once assessed a skill level is established for each industry, service, skill scenario. Work activity types contain required industry, service, skill levels and will only appear in the hopper for those with matching or exceeding skill levels.

48. Work activity type matching, tools Special tools may be tied to a work activity type in which case it will be filtered when using the pull dispatch variant (UW hopper). In this instance the vendor management module, which contains many pieces of information on the sub-contractor, will be called to provide reference data. If the requested special tools do not exist the sub-contractor will be eliminated from the hopper activity candidate pool.

ͥ

CONTROLLED DOCUMENT: WI-ABM-1105

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Activity Queue Onboarding

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1105 REVISION: 1.4

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Released 03/05/15 03/05/15

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE A critical component of Unified Workforce (UW) is the ability of users to participate in a pool of labor while vying for work based on merit and social standing or what is referred to as Activity Queue (UWQ). It is a work activity based Queue where notifications to participating UW members are prioritized based on qualifications, proximity and community standing. All activities are ranked and managed based on filters and points. Those with the best traits are notified first and all others incrementally notified at greater durations from the initial field notification. Thus, the best field based UW members will receive the best work activity opportunities and those further down the notification sequence will be motivated to improve their community standing. This revolutionary model will modify the dispatch process from a subjective “push” model to a community governed objective “pull” model.

The Queue is what ultimately sets UW apart and changes the “office-field” dynamic and motivating the workforce to do their best. The merit-based method is the result of a complex point system using filters and rules that objectively “rank” each UW member. The effectiveness of this method starts with an onboarding process. This Work Instruction (WI) defines the onboarding process specifically for UWQ. For more information about UW Activity Queue, click here to watch an overview video (see Section 6.0 for URL).

2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES x x x

It is the responsibility of all participants of UW and Activity Queue to read, understand and abide by the provisions of this WI. It is the responsibility of hiring 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 onboarding process.

Procedure Title: Activity Queue Onboarding

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CONTROLLED DOCUMENT: WI-ABM-1105

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 in this WI. 3.0 PROCEDURE (SOP OR WI STEPS) 3.1 AREAS OF ONBOARDING The onboarding process for Activity Queue includes the following areas: x Access to Unified Workforce o Field Work Activity o Learning Management x Communication x Training x Support 3.2 FIELD WORK ACTIVITY AND ACTIVITY QUEUE Typically, the use of UW for work activity management begins with Field Work Activity. UW members can use Field Work Activity (UWFWA) without the UWQ. However, the Queue can’t be used without UWFWA. In other words, the onboarding process when using UW for work activity management begins with UWFWA. When reading the steps for onboarding in Activity Queue (section 3.4 below), an assumption is made that either UWFWA is already implemented or can be part of the current implementation. In cases where a WOM system is not already in use and implementing one is not an option, UW has a native light version known as “Dynamic Work Activity” that can be used instead. Examples of a full WOM system in use today at ABM include Corrigo, FieldCentrix and Maximo. Another option is to implement the use of a new work order management system where none existed before.

During the configuration process of the implementation UWFWA, the UW Support Team will enable the integration of the existing WOM system with UW. Work orders that are generated from the WOM system will automatically appear in the UWFWA component and in the Activity Queue if it is opted for use. See Section 5.0 to read WI-ABM-1111 Field Work Activity Configuration and WIABM-1110 Activity Queue Configuration for additional information.

3.3 CONFIGURATION The configuration and validation of information in the UW Admin Portal works hand in hand with 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. During the UWFWA implementation, the configuration process is executed that will impact the use of Activity Queue.

See Section 5.0 to read WI-ABM-1111 Field Work Activity Configuration and WI-ABM-1110 Activity Queue Configuration for additional information.

3.4 TYPES OF ONBOARDING There two types of onboarding methods into UW and UW Queue: x By Location or Division – as part of an implementation initiative; see Section 3.5 on the step-by-step process for onboarding a location or division and the process map listed in Section 5.0 (R-WI-ABM-1105-1). x By Individual User (New Hire) – see Section 3.6 on the step-by-step process for onboarding a new hire and the process map listed in Section 5.0 (R-WI-ABM-1105-2).

Procedure Title: Activity Queue Onboarding

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CONTROLLED DOCUMENT: WI-ABM-1105

QMS STANDARDS

3.5 ONBOARDING BY LOCATION An office, location or division can be onboarded 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 users through a batch import process. It eliminates the need for each user (during the implementation process) to register individually.

STEP 1.

WHAT Follow UW Location Onboarding Process (includes batch import process)

WHEN Decision is made to start using UW Queue

2.

Assess and possibly integrate Work Order Management System (WOM) with UW Update TNT table from WOM data (see section 3.4 above)

When initiating the use of UWFWA and UW Queue

Verify Admin Portal data in Skills, Location, User Attribute and External Application Series of communication is initiated (1, 2 and 3 of 6)

3.

4.

5.

6.

Training is scheduled and completed

7.

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

8.

Initial log in of users

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

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

As WOM integration is being established

UW Support Team

> UW Admin Portal > TNT Table Excel File: R-WI-ABM-1105-3

After batch import process is completed

UW Support Team

See WI-ABM-1111 Field Work Activity Configuration

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

Location or Solution Supporters

http://www.abmlq.com/uwo bemailtemplates

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

http://www.abmlq.com/uwq ueueoverviewvideo

End Users

QuickTips: How to log into UW for the first time:

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

Separate initiative must be undertaken

http://www.abmlq.com/uwo bemailtemplates

http://www.abmlq.com/firstuwlogin

How to log into UW in Outline Mode;

http://www.abmlq.com/uwoutlinem ode

Procedure Title: Activity Queue Onboarding

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CONTROLLED DOCUMENT: WI-ABM-1105

STEP 9.

WHAT Support process is followed

10. Send out final communication (6 of 6) – Mainstreamed

QMS STANDARDS

WHEN PostDeployment

PostDeployment Phase

COMPETENCY (WHO) > UW Support Team > Location or Solution Supporters

HOW (TOOLS) WI-ABM-1551 UW Support and Notifications

Corporate Quality Manager

http://www.abmlq.com/uwo bemailtemplates

3.6 ONBOARDING INDIVIDUAL USERS OR NEW HIRES When new individual users need access to UW and/or UQ Queue, 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.

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

At Start Date

2.

Registration process is followed

At Start Date

New Hire

3.

Contact new user to complete registration process Send welcome email with log-in information and end user learning content links Send training information on Solution Supporter role User logs into UW

Upon receipt of registration

UW Support Team

To complete process

UW Support Team

Email Template: http://www.abmlq.com/wiab m1102b

If new hire is a Solution Supporter

Corporate Education Manager

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

To complete process

New Hire

QuickTips: How to log into UW for the first time:

4.

5.

6.

http://www.abmlq.com/uwob emailtemplates

QuickTip: How to create a new UW account R-WI-ABM-1105-6 Manual process

http://www.abmlq.com/firstuwlogin

How to log into UW in Outline Mode; http://www.abmlq.com/uwoutlinemo de

7.

Support process is followed

Procedure Title: Activity Queue Onboarding

Long-term use of UW

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

WI-ABM-1551 UW Support and Notifications

Page 4 of 7

CONTROLLED DOCUMENT: WI-ABM-1105

QMS STANDARDS

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 ABM LQ, Learning and Quality Admin Portal ANT, Asset Normalized Table (equipment) Queue, Work Activity QuickTips TNT, Types Normalized Table (WO types/nature of call) UW Field Work Activity UW Queue UW, Unified Workforce WI, Work Instruction

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-ABM-1105-1/2 Activity Queue Onboarding Process Maps WI-ABM-1102 UW Onboarding Locations WI-ABM-1111 Field Work Activity Configuration WI-ABM-1108 Field Work Activity Onboarding WI-ABM-1110 Activity Queue Configuration WI-ABM-1107 Activity Queue Usage and Adoption

LOCATION http://www.abmlq.com/wiabm1105a http://www.abmlq.com/wiabm1102 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1110 http://www.abmlq.com/wiabm1107

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE R-WI-ABM-1105-4 Communication Templates QuickTip - How to Create a New UW Account QuickTip – How to log into UW for the First Time QuickTip – How to log into UW in Outline Mode

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

Video: Activity Queue Overview

http://www.abmlq.com/wiabm1105e

Procedure Title: Activity Queue Onboarding

http://www.abmlq.com/uwoutlinemode

Page 5 of 7

CONTROLLED DOCUMENT: WI-ABM-1105

QMS STANDARDS

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS UW TNT Table Excel File

LOCATION http://www.abmlq.com/wiabm1105c

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

1.4 03/05/15 02/16/15

DOCUMENT AUTHORS: Melissa Cipriani; Matt Sexton; Mike Walker

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1 1.2 1.3 1.4

SECTION / PARAGRAPH CHANGED All 3.0 All All All

CHANGE MADE

Initial Entry Added Sections 3.3 and 3.4 and references to process maps Modified all references of “Hopper Work Activity” to “Activity Queue” Modifications following review by Greg Lush and Mike Walker Prepare for release

DATE OF REVISION MM/DD/YY 06/30/14 08/20/14 01/15/15 02/12/15 03/05/15

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: Activity Queue Onboarding

Page 6 of 7

CONTROLLED DOCUMENT: WI-ABM-1105

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

SECOND APPROVER NAME: MATT SEXTON BUSINESS UNIT: ABM

TITLE: SENIOR VP, LEARNING AND QUALITY TITLE: ABMLQ, UW DEPLOYMENT SIGNATURE: ELECTRONIC APPROVAL SIGNATURE: ELECTRONIC APPROVAL

THIRD APPROVER NAME: MIKE WALKER BUSINESS UNIT: ABM

TITLE: DIRECTOR, EMERGING INNOVATIONS SIGNATURE: ELECTRONIC APPROVAL

DOCUMENT HISTORY SECTION: Document Created on 06/30/14 by Melissa Cipriani Document Modified on 08/20/14 by Melissa Cipriani Document Modified on 01/15/15 by Melissa Cipriani Document Modified on 02/12/15 by Melissa Cipriani Document Modified on 03/05/15 by Melissa Cipriani

Procedure Title: Activity Queue Onboarding

Page 7 of 7

CONTROLLED DOCUMENT: WI-ABM-1110

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Activity Queue Configuration

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1110 REVISION: 1.1

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Released 03/05/15 03/05/15

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0

PURPOSE/SCOPE A critical component of Unified Workforce (UW) is the ability of users to participate in a pool of labor while vying for work based on merit and social standing or what is referred to as Activity Queue (UWQ). The Queue is a work activity based component where notifications to participating UW members are prioritized based on qualifications, proximity and community standing. This revolutionary model will modify the dispatch process from a subjective “push” model to a community governed, merit based “pull” model.

The effective use of the Queue 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 the complex algorithm that enables the various work activity features and functions are in place.

This Work Instruction (WI) defines the configuration process when implementing the Queue through Unified Workforce. See Section 5.0 to read the Activity Queue onboarding process defined in WI-ABM1108.

2.0

RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES x x x x

It is the responsibility of all participants of UW and Queue 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 the Queue 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: Activity Queue Configuration

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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 PURPOSE The Activity Queue modifies the dispatch process from a subjective “push” model to a merit based objective “pull” model. Dispatch interacts with the undesirable activities (those not picked by resources) and potentially recycles them back for work activity. Since it is only supposed to be exceptions that get routed to the office distribution list for actions, they may in fact end up direct dispatched bypassing the Queue altogether.

3.2 FIELD WORK ACTIVITY AND ACTIVITY QUEUE Typically, the use of UW for work activity management begins with Field Work Activity. Field Workers can use Field Work Activity without the Queue. However, the Queue cannot be used without Field Work Activity. Therefore, this WI defines the configuration of Field Work Activity which may or may not include the use of the Queue. The exception is that Office Workers and Clients can use the Queue without Field Work Activity to adjust work activity priority. In addition, Office Workers can also dispatch delegates and manipulate work activities in the Queue.

In order to use the Work Activity components of UW, the users must already have an external work order management (WOM) system in place. In cases where none exists or implementing one is not an option, UW has a native light version known as “Dynamic Work Activity” that can be used instead.

Examples of a full WOM system in use today at ABM include Corrigo, FieldCentrix and Maximo. Another option is to implement the use of a new work order management system where none existed before, and which requires a great deal of effort that involves a collaborative and deliberate process of implementation.

During the configuration process of the implementation Field Work Activity, the UW Support Team will enable the integration of the existing WOM system with UW. Work orders that are generated from the WOM system will automatically appear in the Field Work Activity component and in the Queue Work Activity.

For more information about Field Work Activity, please go to Section 5.0 to view these Work Instructions: x WI-ABM-1108 Unified Workforce Onboarding – Work Activity | Field x WI-ABM-1109 Unified Workforce Usage and Adoption – Work Activity | Field x WI-ABM-1111 Unified Workforce Configuration – Work Activity | Field 3.3 CONFIGURATION DEPENDENCIES 3.3.1

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:

Procedure Title: Activity Queue Configuration

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x x x x x

Base Proficiency Business Type Industry Market Location

QMS STANDARDS

x x x x

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 work activity in UW. See Section 5.0 to read WI-ABM-1105 Field Work Activity Onboarding for more information.

3.3.2

Proficiency and Assessment During the onboarding process, a new user makes a "declaration" of industry, service, and skill level based on a default list of choices. It is likely, and expected, that users will have numerous industry - service - skill combinations (requires one primary combination). 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).

Therefore, with the UW member’s role set as Field Worker, which means the potential to use work activity, his declaration will be also be validated through the qualifying assessment that is conducted as part of the UW implementation process for a specific location. The result of the assessment and validation of his declared based proficiency and level, allows the user to participate in the Queue based on his qualifications.

3.4 USER PROFILE VALIDATION OR ADJUSTMENT - 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 user profile information that needs to be validated and configured by the UW Support Team in the Admin Portal is listed below. During the Field Work Activity onboarding and configuration processes, these should have already been validated and configured but when using the Queue, they need to be verified again. x

x x x x x x x

Organizational Hierarchy o Corporation o Business Type o Market o Office o Location UW Queue Access UW Dispatch Delete Access Services/Industry/Skill/Level set User Role (Field, Office, Client) Verify TNT Verify WOM TNT (for any WOM) Verify and Configure Queue rules per Organizational Hierarchy

Procedure Title: Activity Queue Configuration

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QMS STANDARDS

3.5 CONFIGURATION The configuration of Queue Work Activity and all other UW Components take place 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. See Section 5.0 to read additional information regarding the UW configuration in a UW reference document.

INITIAL USE BY A LOCATION - The list of features below must be reviewed and adjusted as required when configuring Field Work Activity for the first time. If satisfactory to the organization’s needs, the default configurations can be kept where applicable.

Activity list and calendar views

Event based surge staffing (typically through Dynamic Activity)

Priority based, auto escalation loop

Alert distribution, email

Filtering, business rules enforcement

Random rounds management

Alert distribution, SMS (text)

Filtering, proximity based

“Recycled” alerts and notifications

Algorithm based worker selection

Filtering, skill based

“Recycled” queue activity logic

“Available” priority based ramp

Queue activity summary view (by office)

Shuffle, client priority modification

Charm based expandable application

Integrated search function

SMS (text) based Queue activity interaction

“Committed” alerts and notifications

Office configurable effort and pay banding

System based, objective, work distribution

“Committed” time/day conflict resolution

Office configurable NAL handicap

“Undesirable” alerts and notification

Community standing, induction leveling

Office configurable show pay at “pickup”

“Undesirable” queue activity logic

Compelled collaboration

Office configurable proximity

UW Standing inputs, 56

Continuous quality loops

Peer governed society

Work activity alerts and notifications

Dispatch variant, pull

Performance to opportunity balance (standing)

Work activity summary view (by office)

Dispatch variant, shuffle

“Pickup” alerts and notifications

Work activity type matching, personal protective equipment

Dispatcher-less work activity distribution

“Pickup” by others immediate feedback

Work activity type matching, proximity

Dynamic work type actual pay calculations

“Pickup” selection, effort and pay (optional)

Work activity type matching, skill level

Dynamic work type actual time calculations

Priority based, client manipulation

Work activity type matching, tools

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

* See all UW standing inputs here:

Procedure Title: Activity Queue Configuration

http://www.abmlq.com/uwpoints

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QMS STANDARDS

The features shown in red text in the table above are those that must be configured or at least reviewed prior to initial use of UW. The configuration or review steps are listed below the features table.

Feature

Function

Configuration/Review Steps

Community standing, induction leveling

During the on boarding process users declare a default industry-service-skill combination. Over time they will accumulate and lose community points. A new user will be granted the median of all UW users which have a default industry-service-skill match. If no user exists in that match, UW will take the median of points for the levels above and below the users default.

Assessments based on industry-service-skill combination must be configured – see WI-ABM1111 Field Work Activity Configuration and WI-ABM1108 Onboarding

Compelled collaboration

Essentially, when using the pull model of dispatch, users want to have the highest community points as they directly impact the type of work activity they may choose. Thus the UW points engine has the ability to modify the impact of point bearing events. For instance, we may want UW users to collaborate within contextual learning, a reward for that behavior may be adjusting the "reply to content" from a + .25% to a +3% community impact.

Review the UW points engine and adjust from defaults if necessary

Dispatcher-less work activity distribution

Transactional work order systems may "pre assign" work activity types to named users. In this example a location does not have any dispatcher support and pre assigns all work orders to the user "UWQueue". By default, and fully automatic, these activities enter the Queue. See also "dispatch variant, pull"

Integration of existing or implementation of new transactional WOM system before commencing use of Field/Queue Work Activity.

Use of Dynamic Work Activity is also an option.

Filtering, business rules enforcement

“Multi-system filter criteria” is utilized when determining candidates to execute work activity. Examples include, yet are not limited to; certificates of insurance, clearances, certifications, licenses, personal protective equipment, special tools, etc.

Review and adjust “multisystem filter criteria” as necessary

Filtering, skill based

Once assessed a skill level is established for each industry, service, skill scenario. Work activity types contain required industry, service, skill levels and will only appear in the Queue for those with matching or exceeding skill levels.

Assessments for each industry-service-skill combination must be compiled and configured.

Office configurable effort and pay banding

UW average effort and pay by work activity type are constantly being updated. Depending upon the labor conditions and site variables UW displays a range as opposed to exact numbers.

The Office may configure the independent ranges for effort and pay respectively.

Review and adjust average effort and pay ranges as necessary.

Office configurable, show pay at “pickup”

When work activity is shown; Office may elect to not show any pay related data (effort is always shown).

Review and adjust setting as necessary

Office configurable, proximity

One of the filtering mechanisms for the Queue is proximity to the Queue activity. Office may adjust the default setting of 30 miles. Generally, if the office is located in a densely populated area reduced miles may be appropriate. For those offices in rural areas extending the range will allow you to cast a wider net.

Review and adjust setting as necessary

Work activity type matching, personal protective

When PPE is tied to a work activity type it will be filtered when using the pull dispatch variant (UW Queue). In this instance the vendor management module, which contains many pieces

Review PPE information through Admin Portal – Logical Entities; this info

Procedure Title: Activity Queue Configuration

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QMS STANDARDS

equipment

of information on the sub-contractor, will be called to provide reference data. If the requested PPE does not exist the subcontractor will be eliminated from the Queue activity candidate pool.

comes indirectly through TNT configuration.

UW standing inputs

Community standing points, which may be viewed in the information bar (upper right), are dynamically updated.

Hundreds of inputs contribute events which have positive or negative total points impact. Users compete for position and the UW Queue based work activity favors those with the highest standing (as measured by their UW points).

Community standing events are dependent upon input variables pulling from UW native and connected UW environments.

Review standing inputs and modify assignation of points and calculations as necessary

3.6 CONFIGURATION PER LOCATION OR UW USER STEP

WHAT

1.

Follow Queue Work Activity onboarding process

2.

Verify and update user profile

3.

Verify user has UW Queue access Verify user has Services/Industry/Skill/ Level set Verify user role has the Queue L3 screen available Verify TNT, the data for which would’ve been collected during the Filed Work Activity Configuration process.

4.

5.

6.

7.

8.

Verify WOM TNT; maps the Maximo compound key back to UW TNT nature of call Verify Queue rules per Org Hierarchy

Procedure Title: Activity Queue Configuration

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

During implementation process with a specific location After user batch import or registration process Configuration

New UW members UW Support Team

WI-ABM-1105 Queue Work Activity Onboarding

UW Support Team

See Section 3.4 for the list of user profile data

UW Support Team

Configuration

UW Support Team

Admin Portal; SDAccess = 1 Admin Portal

Configuration

UW Support Team

Configuration

UW Support Team

Configuration

UW Support Team

Configuration, based on WOM

UW Support Team

Admin Portal User Roles = Field, Office or Client Admin Portal; UW Logical Entities See WI-ABM-1111 Field Work Activity Configuration Admin Portal; WOM – TNT

Org hierarchy defined as: CORP|Business Type|Market or Region|Office|Location

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QMS STANDARDS

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 Dynamic Work Activity Field Work Activity Maximo Onboarding Queue, Activity TNT, Types Normalization Table UW Admin Portal UW, Unified Workforce WOM, Work Order Management

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1108 Field Work Activity Onboarding WI-ABM-1111 Field Work Activity Configuration WI-ABM-1109 Field Work Activity – Usage and Adoption WI-ABM-1105 Queue Work Activity Onboarding WI-ABM-1107 Queue Work Activity Usage and Adoption WI-ABM-1551 UW Support and Notifications UW Quality Manual – QMS-ABM-0005 UW Configuration Reference Guide

LOCATION http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1109 http://www.abmlq.com/wiabm1105 http://www.abmlq.com/wiabm1107 http://www.abmlq.com/wiabm1551 http://www.abmlq.com/qmsabm0005 http://www.abmlq.com/uwreference01

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Video: Overview of Queue Work Activity Video: Overview of Field Work Activity QuickTip: Logging into UW for the First Time R-WI-ABM-1105-8 QuickTip – How to log into UW in Outline Mode Procedure Title: Activity Queue Configuration

LOCATION http://www.abmlq.com/uwqueueoverview video http://www.abmlq.com/uwdemochannel http://www.abmlq.com/firstuwlogin http://www.abmlq.com/wiabm1102d

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QMS STANDARDS

KNOWLEDGE DATABASE

LOCATION

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 03/05/15 02/16/15

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

DATE OF REVISION MM/DD/YY 10/14/14 03/05/15

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 UW Solution or Location Supporters

Procedure Title: Activity Queue Configuration

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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

SECOND APPROVER NAME: MATT SEXTON BUSINESS UNIT: ABM

TITLE: SENIOR VP, LEARNING AND QUALITY TITLE: UW DEPLOYMENT SIGNATURE: ELECTRONIC APPROVAL SIGNATURE: ELECTRONIC APPROVAL

THIRD APPROVER NAME: MIKE WALKER BUSINESS UNIT: ABM

TITLE: DIRECTOR, EMERGING INNOVATIONS SIGNATURE: ELECTRONIC APPROVAL

DOCUMENT HISTORY SECTION: Document Created on 10/14/14 by Melissa Cipriani Document Modified on 03/05/15 by Melissa Cipriani

Procedure Title: Activity Queue Configuration

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CONTROLLED DOCUMENT: WI-ABM-1107

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Activity Queue – Usage and Adoption

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1107 REVISION: 1.2

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Released 03/05/15 03/05/15

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE A critical component of Unified Workforce (UW) is the ability of users to participate in a pool of labor while vying for work based on merit and social standing or what is referred to as Activity Queue. It is a work activity based component where notifications to participating UW members are prioritized based on qualifications, proximity and community standing. This revolutionary model will modify the dispatch process from a subjective “push” model to a community governed, merit based “pull” model.

The adoption of any solution that is new to its users is critical to realizing the value it provides. With UW and its components, specifically the Activity Queue, 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 the Queue (and its corresponding component, Field Work Activity) in UW is that once the momentum starts, the exponential realization of its value can propel and sustain its adoption.

The value of the Queue is in the ability of its users to effectively navigate or manage their work activity on any given work day. The day-to-day use and adoption of the Queue in conjunction with Field Work Activity is what sets UW apart from other systems. This Work Instruction (WI) defines the usage and adoption of the Queue from three perspectives: x Field/Mobile worker x Office worker x Client 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES x x x

It is the responsibility of all participants of UW and Activity Queue 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: Activity Queue Usage and Adoption

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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 PURPOSE The Activity Queue modifies the dispatch process from a subjective “push” model to a merit based objective “pull” model. Dispatch interacts with the undesirable activities (those not picked by resources) and recycles them back for work activity.

3.2 FEATURES This UW Component has many features that enable its overall functionality. The comprehensive features list below all contribute to enhance the work activity experience while promoting a socially competitive work environment designed to compel and deliver the best value to the customer. For the definition of each feature listed, please go to Section 5.0 to view the UW Quality Manual.

Activity list and calendar views Alert distribution, email Alert distribution, SMS Algorithm based worker selection “Available” priority based ramp Charm based expandable application

Dispatch variant, shuffle Dispatcher-less work activity distribution Dynamic work type actual pay calculations Dynamic work type actual time calculations Event based surge staffing Filtering, business rules enforcement

Procedure Title: Activity Queue Usage and Adoption

Office configurable show pay at “pick-up” Office configurable proximity Peer governed society Performance to opportunity balance (standing) “Pickup” alerts and notifications “Pickup” by others immediate feedback

Shuffle, client priority modification SMS (text) based queue activity interaction System based, objective work distribution “Undesirable” alerts and notifications “Undesirable” queue activity logic UW standing inputs

*

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QMS STANDARDS

“Committed” alerts and notifications “Committed” time/day conflict resolution Community standing, induction leveling

Filtering, proximity based

Compelled collaboration

Integrated search function

Continuous quality loops

Office configurable effort and pay banding Office configurable NAL (non-ABM labor) handicap

Dispatch variant, pull

Filtering, skill based Queue activity summary view (by office)

“Pickup” selection, effort and pay (optional) Priority based, client manipulation Priority based, auto escalation loop Random rounds management “Recycled” alerts and notifications “Recycled” queue activity logic

Work activity alerts and notifications Work activity summary view (by office) Work activity type matching, personal protective equipment Work activity type matching, proximity Work activity type matching, skill level Work activity type matching, tools

* See all UW standing inputs here: http://www.abmlq.com/uwpoints 3.3 FIELD WORK ACTIVITY AND ACTIVITY QUEUE Typically, the use of UW for work activity management begins with Field Work Activity. Field Workers can use Field Work Activity without the Activity Queue. However, the Activity Queue cannot be used without Field Work Activity. The exception is that Office Workers and Clients can use the Queue without Field Work Activity to adjust work activity priority. In addition, Office Workers can also dispatch delegates and manipulate work activities in the Queue. Therefore, this WI defines the usage of the Queue in conjunction with Field Work Activity and assumes that the users are already on boarded into Field Work Activity.

For more information about Field Work Activity, please go to Section 5.0 to view these Work Instructions: x WI-ABM-1108 UW Field Work Activity Onboarding x WI-ABM-1109 UW Field Work Activity Usage and Adoption x WI-ABM-1111 UW Field Work Activity Configuration 3.4 ONBOARDING AND CONFIGURATION The effective use of the Queue 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 this WI: x WI-ABM-1105 UW Activity Queue Onboarding x WI-ABM-1110 UW Activity Queue Configuration 3.5 USERS OF ACTIVITY QUEUE This WI defines the usage of the Queue from two worker perspectives: x Field or Mobile Worker – from the perspective of a field or mobile worker as they manage and complete their work activities. x Office Worker – from the perspective of office or administrative personnel specific to an office or site.

Procedure Title: Activity Queue Usage and Adoption

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QMS STANDARDS

3.6 WORK ORDER MANAGEMENT OR TRANSACTIONAL SYSTEM In order to use the Work Activity components of UW, the users must already have a transactional work order management (WOM) system in place. External WOM systems may be used or the UW native light version known as “Dynamic Work Activity” can be used. Examples of an external WOM system in use today at ABM include Corrigo, FieldCentrix and Maximo. To learn more about UW Dynamic Work Activity, please go to Section 5.0 of this WI. During the configuration process of the implementation of Field Work Activity, the UW Support Team will enable the integration of the existing WOM system with UW. Work orders that are generated from the WOM system will automatically appear in the Field Work Activity component and in the Queue once work orders are picked up and committed to by the workers.

3.7 HOW DOES THE ACTIVITY QUEUE WORK? The Activity Queue is a work activity based UW component where notifications to participating UW members are prioritized based on qualifications, proximity and community standing. All activities are ranked and managed based on filters and points. Those with the best traits are notified first and all others incrementally notified at greater durations from the initial field notification. Thus, the eligible field based UW members will receive the best work activity opportunities and those further down the notification sequence will be motivated to improve their work practices. This revolutionary model will modify the dispatch process from a subjective “push” model to a community governed objective “pull” model. It is common to see most organizations use a combination of push and pull when they deploy UW. The Queue is what ultimately sets UW apart as more than a “dispatch or work order management” system. It changes the “office-field” dynamic and motivates the workforce to do their best. The merit-based method is the result of a complex point system using filters and rules that objectively “rank” each UW member. To learn more about the point system and how it works, please go to Section 5.0 to view WI-ABM-1110 UW Activity Queue Configuration.

3.8 ADOPTION User adoption means the acceptance and use of new systems or solutions 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 with 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.

Procedure Title: Activity Queue Usage and Adoption

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3.8.1

QMS STANDARDS

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-1105 UW Activity Queue 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-1110 UW Activity Queue 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

3.8.2

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 the Queue:

Phase

Level

Planning

Division

Implementation

Location

Deployment

Location

Post-Deployment

Location

Stabilization

Location, Division and Organization

Procedure Title: Activity Queue Usage and Adoption

Application x Identify executive sponsor/key divisional personnel who can provide leadership at the divisional level x Communicate the value and set of expectations to the division or service line personnel x Identify Solution Supporters for each location x Induct into EASI Program x Deliver training to Solution Supporters x Deliver orientation, training and onboarding to end users x Reinforcement of training and support resources by UW Support Team and Solution Supporters x Monitor usage of Work Activity components by Solution Supporters based on native point system features x Coach those whose community standing may need improvement based on the user’s goals x Consider incorporating the use of the Queue and each field worker’s standings in their performance evaluation x Consider incorporating the use of the Queue in the site’s Key Performance Indicators (KPIs) x Communicate the 90-day performance; highlight the value derived from UW based on activity x Provide visibility to performance metrics x Conduct Quality Review and follow continuous improvement process x If implemented, derive continuous improvement actions from the results of KPI and performance reviews.

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QMS STANDARDS

3.9 USAGE OF ACTIVITY QUEUE This process is dependent on the use of an integrated transactional WOM system (external or UW Dynamic Activity). It is separated according to the issuance of scheduled and unscheduled work orders.

3.9.1 Scheduled Work Orders – Generated from an integrated transactional WOM system, includes preventive or regularly scheduled maintenance work that are typically included in the contract scope.

STEP 1.

WHAT

WHEN

COMPETENCY (WHO)

Generate monthly scheduled work orders from transactional system Log into UW: https://unifiedworkforc e.abm.com

End of the month for the upcoming month

>Office Worker

Start of work day

>Office Worker >Field/Mobile Worker

3.

Go to my role | [hop]per work activity

Before performing work

>Field/Mobile Worker

4.

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/Mobile Worker

5.

Click “run”

>Field/Mobile Worker

6.

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

7.

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.

To commit to a work order

>Field/Mobile Worker

2.

Procedure Title: Activity Queue Usage and Adoption

>Field/Mobile Worker

HOW (TOOLS) >Corrigo >FieldCentrix >Maximo * note these are examples only Logging into UW the First Time: http://www.abmlq.com/firstuwl ogin Using UW in Outline Mode: http://www.abmlq.com/uwoutli nemode Using UW in HTML5: http://www.abmlq.com/uwhtml 5mode Training video: http://www.abmlq.com/wiabm1 107a Training video: http://www.abmlq.com/wiabm1 107a 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/wiabm1 107a Training video: http://www.abmlq.com/wiabm1 107a Alerts and notifications are sent to the office and client as a work order cycles through each phase from available, picked up to committed.

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CONTROLLED DOCUMENT: WI-ABM-1107

STEP

QMS STANDARDS

WHAT

WHEN

COMPETENCY (WHO)

8.

Recycle “undesirable” work orders

When work orders are not picked up

>System >Field/Mobile Worker >Office Worker

9.

Modify priority level of a work order

If still in available mode

>Client

10.

Log out of the Hopper

Before going to Field Work Activity

>Field/Mobile Worker

11.

Click on my role | [field] work activity

To check in and out of work orders

>Field/Mobile Worker

HOW (TOOLS) 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/wiabm1 107a WI-ABM-1109 Field Work Activity Usage and Adoption

3.9.2 Unscheduled Work Orders – Generated from an integrated transactional WOM system (external or UW Dynamic Activity), these work orders typically include service or repair work orders that are outside the scope of scheduled or maintenance work orders.

STEP 1.

WHAT Generate unscheduled work order

WHEN Service or repair work is requested

COMPETENCY (WHO) >Office Worker

HOW (TOOLS) >Corrigo >FieldCentrix >Maximo Unscheduled work orders can also be generated within Field Work Activity; this is at the discretion of the location’s manager. See WI-ABM-1109 UW Usage and Adoption Field Work Activity for more information on this feature.

2.

Repeat steps 2 through 9 in Section 3.7.1.

To pick up, commit to and complete work order

Procedure Title: Activity Queue Usage and Adoption

>Field/Mobile Worker

Training video: http://www.abmlq.com/wiabm1 107a

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CONTROLLED DOCUMENT: WI-ABM-1107

QMS STANDARDS

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

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1108 UW WI-ABM-1109 UW Adoption WI-ABM-1111 UW WI-ABM-1105 UW WI-ABM-1110 UW WI-ABM-1551 UW

Field Work Activity Onboarding Field Work Activity Usage and

LOCATION http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1109

Field Work Activity Configuration Activity Queue Onboarding Activity Queue Configuration Support and Notifications

http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1105 http://www.abmlq.com/wiabm1110 http://www.abmlq.com/wiabm1551

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Video: Overview of Activity Queue QuickTip – How to log into UW for the First Time

LOCATION

R-WI-ABM-1105-8 QuickTip – How to log into UW in Outline Mode R-WI-ABM-1105-9 Video: Activity Queue Overview EASI Program Brief

http://www.abmlq.com/uwoutlinemode

Procedure Title: Activity Queue Usage and Adoption

http://www.abmlq.com/wiabm1107a

http://www.abmlq.com/firstuwlogin

http://www.abmlq.com/wiabm1105e http://www.abmlq.com/EASIProgramBrief Page 8 of 10

CONTROLLED DOCUMENT: WI-ABM-1107

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)

1.2 03/05/15 02/16/15

DOCUMENT AUTHORS: Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1 1.2

SECTION / PARAGRAPH CHANGED All All All

CHANGE MADE

Initial Entry Modified all references of “Hopper” to “Queue”; prepare for final review Prepare for release

DATE OF REVISION MM/DD/YY 09/29/14 01/15/15 03/05/15

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 UW Solution or Location Supporters

Procedure Title: Activity Queue Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1107

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

SECOND APPROVER NAME: MATT SEXTON BUSINESS UNIT: ABM

TITLE: SENIOR VP, LEARNING AND QUALITY TITLE: UW DEPLOYMENT SIGNATURE: ELECTRONIC APPROVAL SIGNATURE: ELECTRONIC APPROVAL

THIRD APPROVER NAME: BUSINESS UNIT:

TITLE: SIGNATURE: ELECTRONIC APPROVAL

DOCUMENT HISTORY SECTION: Document Created on 09/29/14 by Melissa Cipriani Document Modified on 01/1/15 by Melissa Cipriani Document Modified on 03/05/15 by Melissa Cipriani

Procedure Title: Activity Queue Usage and Adoption

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