Uw quality manual learning dynamic

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UW Components Packets

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Brief: Unified Workforce

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Brief: Unified Workforce Value



Video: What is Unified Workforce

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UW Success and Benefits Infographics

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Brief: Quality

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Brief: Learning

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Brief: EASI Program

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ABMLQ Assistance

To learn more about ABMLQ and the EASI Community, please visit: http://www.abmlq.com

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

Unified Workforce Quality Manual Learning, Dynamic 2015 3.4 Learning, Dynamic

The ability to produce and share dynamic learning content to different types of audiences can be a powerful tool in the education and growth of an organization. Unified Workforce (UW) provides this ability through one of its components known as Learning Dynamic or Contextual Learning. Within UW, there are two types of Learning methods, Dynamic and Formal. Formal Learning is delivered via a Learning Management System or a Corporate University known as The Learning Spot, while Dynamic Learning is delivered via Contextual Learning.

Dynamic Learning motivates UW users to contribute practical learning content related to the site or across the UW community, associating rich media (images, video, and audio) to field assets and providing the ability to discuss asset specific content is the path to a perpetual learning environment. Content may be accessed via a work activity or tile from within UW. Description: Rich media visual reference (photo, video, audio) available when the field employee opens the activity in Work Activity-Field or Work Activity-Client (before, during or after the work activity). Other platforms that offer Dynamic Learning, in addition to Contextual Learning are:

1

Unified Workforce Quality Manual Learning, Dynamic 2015  

Metropolis: Address the “what we do” and “why we do it” raw perspective from field employees centered around our verticals (16) and services (8) MTube: Streaming media and audio content consumed and contributed by ABM and Non ABM resources

Purpose: Focuses on bringing collective intelligence and contextual insight to the field worker as related to the work activity. Our ability to share what has happened and is happening with assets in the field (site equipment or tools) will provide a leg-up to UW members.

Visit this link to see a presentation on how Dynamic Learning works within the context of a specific ABM Division (ABM Lighting): http://www.abmlq.com/mediamanagementlighting Functions: Contextual learning client work activity charm based launch Contextual learning field work activity charm based launch Contextual learning UW tile based launch Device agnostic media capture Dynamic BI, Metropolis cases – vignettes Enterprise based learning content

Featured content management by site Individual media asset work activity automatic discussion contribution Individual media asset user discussion contribution and consumption Integrated search function Integrated share function

Peer ranked media Site contributed learning content Usage metrics, individual Usage metrics, office UW standing inputs, 9 See all inputs at:

http://www.abmlq.com/uwpoints

Media contribution approve/reject workflow

“View count” organized list

Featured content management by enterprise

1.

Contextual learning client work activity charm based launch Allows you to bridge to learning from within the client work activity system

2.

Contextual learning field work activity charm based launch Allows you to bridge to learning from within the field work activity system

3.

Contextual learning UW tile based launch Allows you to bridge to learning from a tile directly, without any work activity

4.

Device agnostic media capture Phones, tablets, PCs with any operating system provides the ability to capture, upload and manage media to the system

5.

Dynamic BI, Metropolis cases - vignettes Each UW member declares their industries and services as shown in metropolis.abm.com . These declarations (many to many) are used to personalize the experience to show you information which matters to you. This information (agents) is displayed via UW tiles on UW screens.

6.

Enterprise based learning content Deliberate, centralized publishing of content to be consumed by users of contextual learning via UW.

2

Unified Workforce Quality Manual Learning, Dynamic 2015 7.

Featured content management by enterprise Ability for the corporation to flag specific content to appear on the first screen of contextual learning once launched for x period of time. If site has featured media the enterprise will land at the top position.

8.

Featured content management by site Ability for the site management to flag specific content to appear on the first screen of contextual learning once launched for x period of time.

9.

Individual media asset work activity automatic discussion contribution Contained within the notes section of contextual learning as related to a field asset the work activity number, service employee name, date and time are auto added to discussion thread (machine based posting). These machine based postings are filtered out by default; however, may be viewed by invoking a functional charm (bottom).

10.

Individual media asset user discussion contribution and consumption Media posted (images, audio, video) may be "liked" and "discussed" by users via the work activity (as related to the asset) or via the UW tile and search function.

11.

Integrated search function Ability to search across all media for the enterprise and your site media

12.

Integrated share function Ability to share, via the UW message buss, a link to a piece of media. NOTE: This function is available to those with UW and abmlq.com user names.

13.

Media contribution approve/reject workflow Site management is notified, via the UW message buss, media is pending their review. These "alert" based messages leverage the "UW to-do" list which allow a user to view messages (alerts, notifications) and park to be addressed at another time. Once the message is addressed the user easily removes it from view.

14.

Peer ranked media Leveraging the industry standard "thumbs up" function users are able to "like" items. Items are sorted by views and likes.

15.

Site contributed learning content All UW roles connected to sites have the ability to contribute and by default this media is related to their sites. It is possible to also promote media to the enterprise. Approval routing is available for both posting at the site and promoting to the enterprise.

16.

Usage metrics, individual Interaction with contextual learning is monitored by nine different events, for a list please follow the link below next to "UW standing inputs".

17.

Usage metrics, office Individuals (either ABM or non ABM) belong to one office. Metrics are rolled up for all users at an office, regardless of the number of sites.

3

Unified Workforce Quality Manual Learning, Dynamic 2015 18.

UW standing inputs, 9 (contextual learning) | see all inputs at: http://www.abmlq.com/uwstandinginputs 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 standing events are dependent upon input variables pulling from UW native and connected UW environments.

19.

"View count" organized list Three areas are measured per media item, views, likes, notes.

4

CONTROLLED DOCUMENT: WI-ABM-1508

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Dynamic Learning - Onboarding

AREA: Education TYPE OF PROCEDURE:

Profile Customer

DOCUMENT NUMBER: WI-ABM-1508 REVISION: 1.2

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Approved 02/20/15 02/26/15

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE The ability to produce and share dynamic learning content to different types of audiences can be a powerful tool in the education and growth of an organization. Unified Workforce (UW) provides this ability through one of its components known as Learning Dynamic or Contextual Learning. Within UW, there are two types of Learning methods, Dynamic and Formal. Formal Learning is delivered via a Learning Management System or a Corporate University known as The Learning Spot, while Dynamic Learning is delivered via Contextual Learning.

This Work Instruction (WI) provides the onboarding process specific to Dynamic Learning or Contextual Learning. For more information on Formal Learning and UW, see Section 5.0 where reference documents are listed.

2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES  

It is the responsibility of training or education personnel to read, understand, and share the contents of this WI within their spheres of influence.

It is the responsibility of the Corporate Education Manager and the UW Support Team to ensure that the provisions of this WI are current and enables an efficient onboarding process for potential Dynamic Learning users.

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

Procedure Title: Onboarding Dynamic Learning

Page 1 of 6

CONTROLLED DOCUMENT: WI-ABM-1508

3.0

QMS STANDARDS

PROCEDURE (SOP OR WI STEPS) 3.1

What is Dynamic Learning?

Dynamic Learning is a component that is native in UW. There are multiple types of Dynamic Learning at ABM; however, this WI is referring to the specific use of Contextual Learning.

Our workforce is our most important asset; their expertise and experience are valuable information that can be difficult to extract for the consumption of others. And while most training content is delivered formally through a course or classroom setting, CL gives UW members a way to spontaneously take a photo or produce a video while on-site with a simple smart device and shortly after, share it with his peers. With CL, any learning content from changing stadium bulbs to compressor teardowns can be shared in a social forum that encourages participation. Users of CL are motivated to contribute practical learning content related to the site or across the UW community. Associating rich media (images, video, and audio) to field assets and providing the ability to discuss asset specific content is the path to a perpetual and dynamic learning environment. In addition, content can also be accessed via a work activity or tile from within UW. To learn more about UW and CL, please go to Section 5.0 for related Work Instructions and Reference Documents, including “How to Produce and Share Rich Media Content”. To watch an overview of CL, please click here or type this URL in a web browser: http://www.abmlq.com/cloverview

3.2

Access to Unified Workforce All components of UW are accessible only through UW. Therefore, new members must first onboard to UW before specifically accessing components such as Dynamic Learning or CL. See Sections 3.4 and 5.0 to read the Work Instructions on how to onboard in UW. To watch an overview of UW, please click here or type this URL: http://www.abmlq.com/videowhatisuw

3.3

Onboarding Dependencies The path to the use of CL is dependent on a few things based on how UW is going to be used by a Location or an end user: 3.3.1

Use of Work Activity: If a location is going to implement the use of Work ActivityField and Work Activity Queue, the ability to associate an uploaded rich media content to a location asset is possible. If the location is already using a transactional work order management system (such as Maximo or Corrigo), it is likely that the location assets or equipment are already available in the system. If the location is not using a transactional WOM system, they will need to go through a WOM implementation process at which time, their equipment or asset information will be entered into the WOM system. If a location is deferring the use of UW Work Activity, rich media content can be associated to an asset in the generic list of equipment or what’s known as the ANT.

3.3.2

Approval of Content: With any platform that encourages wide participation, ensuring that all shared content is appropriate, relevant and accurate is an important safeguard that must be adhered. A UW member’s supervisor must be identified and onboarded as well as the member him/herself prior to uploading content. All content is routed to the supervisor for approval before it can be shared with others. See Section 3.4 below on how the onboarding process works for both the member and his/her supervisor.

See Section 5.0 to view learning content on the CL approval process.

Procedure Title: Onboarding Dynamic Learning

Page 2 of 6

CONTROLLED DOCUMENT: WI-ABM-1508

QMS STANDARDS

There are two levels of approvers in CL: a) Approver – approves content for the UW members in a specific location. Although the CL Approver is most often the Manager at the location and identifying him or her is a subjective process, the following qualifiers are recommended:  Consistently exhibits expertise in various areas of the service line  Adept in reviewing and confirming accuracy of content  Has a good rapport with the potential CL users in case content has to be corrected or updated b) Super Approver – can approve content for any UW member at any location and in addition, can manage “featured media” content. This is typically a member of the UW Support or ABMLQ Learning Team.

3.3.3

Upload Media Via Email: Uploading media content to CL can be done one of two ways: (1) upload within UW and (2) upload via email.

A location going through the implementation of UW should determine if their UW users will be leveraging option 2 to contribute content to CL. And if so, the users must have a valid email account from which to send content. In addition, the email or web browser application or must also be available on the users’ mobile device.

See Section 5.0 for additional information on this feature as detailed in:  WI-ABM-1509 UW Learning Dynamic Usage and Adoption  WI-ABM-1510 UW Learning Dynamic Configuration

3.4 STEP

Onboarding Process for Dynamic or Contextual Learning WHAT

WHEN

1. 1Follow UW . onboarding process

Before gaining access to CL

2.

Identify the CL Approver(s) for the Location or an individual UW user

3.

Follow UW onboarding process

4.

Submit request to modify supervisor’s role to CL Approver

Prior to uploading content or during the implementation process Prior to uploading content Prior to uploading content

5.

Confirm location and Business Unit #

Procedure Title: Onboarding Dynamic Learning

Prior to uploading content

COMPETENCY (WHO) New UW member

Project Manager (ABMLQ) of UW Implementation

HOW (TOOLS) WI-ABM-1102 General Onboarding WI-ABM-1104 Individual Onboarding WI-ABM-1103 Location Onboarding Manual process; see Section 3.3.2 above for guidelines.

New UW member’s supervisor

WI-ABM-1102 and WI-ABM1104

Location Supervisor Project Manager (ABMLQ) of UW Implementation Location Supervisor Project Manager of (ABMLQ) UW

http://www.abmlq.com/assist ance

Manual process

Page 3 of 6

CONTROLLED DOCUMENT: WI-ABM-1508

STEP

6.

7.

8.

QMS STANDARDS

WHAT

WHEN

Modify supervisor’s role to CL Approver Provide WI and learning content links to new CL user

Upon receipt of request Upon granting of access

Log into UW for the first time

Upon granting of access

COMPETENCY (WHO) Implementation UW Support Team UW Support Team

HOW (TOOLS)

Manual process in Admin Portal WI-ABM-1504 Producing and Sharing Rich Media Content CL Overview: http://www.abmlq.com/clover view

New UW member

QuickTip: How to Log-in

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE FSG LEXICON LIBRARY LINK: LEXICON LIBRARY TERM ABM LQ, Learning and Quality CL, Contextual Learning Corrigo Learning, Dynamic Maximo Onboarding QMS, Quality Management System UW, Unified Workforce WI, Work Instruction WOM, Work Order Management

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1102 Onboarding UW WI-ABM-1104 Onboarding UW Users WI-ABM-1103 Onboarding UW Operating Location WI-ABM-15004 Producing/Sharing Rich Media Content WI-ABM-1509 Learning Dynamic Usage and Adoption WI-ABM-1510 Learning Dynamic Configuration

Procedure Title: Onboarding Dynamic Learning

LOCATION http://www.abmlq.com/wiabm1102 http://www.abmlq.com/wiabm1104 http://www.abmlq.com/wiabm1103 http://www.abmlq.com/wiabm1504 http://www.abmlq.com/wiabm1509 http://www.abmlq.com/wiabm1510

Page 4 of 6

CONTROLLED DOCUMENT: WI-ABM-1508

QMS STANDARDS

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Video: What is Unified Workforce Video: Contextual Learning Overview QuickTip: First Time Log-in to UW QuickTip: How to Log-in to UW in Outline Mode

LOCATION http://www.abmlq.com/videowhatisuw http://www.abmlq.com/cloverview http://www.abmlq.com/firstuwlogin 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)

1.2 02/26/15 02/20/15

DOCUMENT AUTHOR: Melissa Cipriani; Greg Lush; Matt Sexton

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1 1.2

SECTION / PARAGRAPH CHANGED All All All

Procedure Title: Onboarding Dynamic Learning

CHANGE MADE

DATE OF REVISION MM/DD/YY

Initial Entry 08/28/14 Prepare for final review 01/15/15 Prepare for release; added Section 3.3.3 to include 02/26/15 new feature of uploading content via email

Page 5 of 6

CONTROLLED DOCUMENT: WI-ABM-1508

QMS STANDARDS

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS

The following roles must be notified whenever this WI is revised and rereleased.

ABMLQ, Senior Vice President ABMLQ Team UW Support Team

10.0

APPROVALS

PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. DOCUMENT REVIEW FIRST APPROVER NAME: GREG LUSH BUSINESS UNIT: ABM

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

SECOND APPROVER NAME: MATT SEXTON BUSINESS UNIT: ABM

TITLE: VP OF OPERATIONS SIGNATURE: ELECTRONIC APPROVAL

THIRD APPROVER NAME: LINDSEY PERCLE BUSINESS UNIT: ABM

TITLE: CORPORATE EDUCATION MANAGER SIGNATURE: ELECTRONIC APPROVAL

DOCUMENT HISTORY SECTION: Document Created on 8/28/14 by Melissa Cipriani Document Modified on 1/10/15 by Melissa Cipriani Document Modified on 02/26/15 by Melissa Cipriani

Procedure Title: Onboarding Dynamic Learning

Page 6 of 6

CONTROLLED DOCUMENT: WI-ABM-1510

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Learning, Dynamic – Configuration

AREA: Education TYPE OF PROCEDURE:

Needs Assessment

DOCUMENT NUMBER: WI-ABM-1510 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 The ability to produce and share dynamic learning content to different types of audiences can be a powerful tool in the education and growth of an organization. Unified Workforce (UW) provides this ability through one of its components known as Learning Dynamic or Contextual Learning. Within UW, there are two types of Learning methods, Dynamic and Formal. Formal Learning is delivered via a Learning Management System or a Corporate University known as The Learning Spot, while Dynamic Learning is delivered via Contextual Learning.

The effective use of Dynamic Learning begins with the onboarding and configuration processes. The two are intertwined from the end user and initial organizational use perspectives. This Work Instruction (WI) provides the configuration process specific to Dynamic Learning or Contextual Learning. For more information on Formal Learning and UW, see Section 5.0 where reference documents are listed. To learn more about the onboarding process for Dynamic Learning, see Section 5.0 to read the work instruction.

2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES  

It is the responsibility of training or education personnel to read, understand, and share the contents of this WI within their spheres of influence.

It is the responsibility of the Corporate Education Manager and the UW Support Team to ensure that the provisions of this WI are current and enables an efficient configuration process for potential Dynamic Learning users.

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

Procedure Title: Dynamic Learning Configuration

Page 1 of 7

CONTROLLED DOCUMENT: WI-ABM-1510

3.0

QMS STANDARDS

PROCEDURE (SOP OR WI STEPS) 3.1

What is Dynamic Learning?

Dynamic Learning or commonly referred to as Contextual Learning (CL) is a component that is native in UW. There are other vehicles that can enable Dynamic Learning; however, this WI is referring to the specific use of Contextual Learning.

Our workforce is our most important asset; their expertise and experience are valuable information that can be difficult to extract for the consumption of others. And while most training content is delivered formally through a course or classroom setting, CL gives UW members a way to spontaneously take a photo or produce a video while on-site with a simple smart device and shortly after, share it with his peers. With CL, any learning content from changing stadium bulbs to compressor teardowns can be shared in a social forum that encourages participation. Users of CL are motivated to contribute practical learning content related to the site or across the UW community. Associating rich media (images, video, and audio) to field assets and providing the ability to discuss asset specific content is the path to a perpetual and dynamic learning environment. In addition, content can also be accessed via a work activity or tile from within UW. To learn more about UW and CL, please go to Section 5.0 for related Work Instructions and Reference Documents, including “How to Produce and Share Rich Media Content”. To watch an overview of CL, please click here or type this URL: http://www.abmlq.com/cloverview

3.2

Access to Unified Workforce All components of UW are accessible only through UW. Therefore, new members must first onboard to UW before specifically accessing components such as Dynamic Learning or CL. See Sections 3.4 and 5.0 to read the Work Instructions on how to onboard in UW. To watch an overview of UW, please click here or type this URL: http://www.abmlq.com/videowhatisuw

3.3

Configuration Dependencies The path to the use of CL and its configuration are dependent on a few things based on how UW is going to be used by a Location or an end user: 3.3.1

3.3.2

Use of Work Activity: If a location is going to implement the use of Work ActivityField and Work Activity Queue, the ability to associate uploaded rich media content to a location asset is possible. If the location is already using a transactional work order management system (such as Maximo or Corrigo), it is likely that the location assets or equipment are already available in the system. If the location is not using a transactional WOM system, they will need to go through a WOM implementation process at which time, their equipment or asset information will be entered into the WOM system. If a location is deferring the use of UW Work Activity, rich media content can be associated to an asset in the generic list of equipment or what’s known as the Asset Normalization Table (ANT).

Approval of Content: With any platform that encourages wide participation, ensuring that all shared content is appropriate, relevant and accurate is an important safeguard that must be adhered. A UW member’s supervisor must be identified and on boarded as well as the member him/herself prior to uploading content. All content is routed to the supervisor for approval before it can be shared with others.

Procedure Title: Dynamic Learning Configuration

Page 2 of 7

CONTROLLED DOCUMENT: WI-ABM-1510

QMS STANDARDS

There are two levels of approvers in CL: a) CL Approver – approves content for the UW members in a specific location.

Although the CL Approver is most often the Manager at the location and identifying him or her is a subjective process, the following qualifiers are recommended:  Consistently exhibits expertise in various areas of the service line  Adept in reviewing and confirming accuracy of content  Has a good rapport with the potential CL users in case content has to be corrected or updated b) CL Super Approver – can approve content for any UW member at any location and in addition, can manage “featured media” content. This is typically a member of the UW Support or ABMLQ Learning Team.

3.4

Configuration Process for Dynamic or Contextual Learning The configuration process is based on two perspectives: the initial use of CL by an organization and the end users. The initial requisite steps listed below should be taken when an organization is using CL for the first time, while the end user configuration steps are taken each time CL is implemented at a new or existing ABM location.

3.4.1 Initial Use by an Organization or Site The configuration of CL and all other UW components is managed in the UW Admin Portal, the process of which is dictated by its features or functions. The list of features below must be reviewed and adjusted as required when configuring CL for the first time. If satisfactory to the organization or site’s needs, the default configurations can be kept where applicable.

In addition, click here to consult the UW Configuration Reference Guide for initial implementations, or go to this link: http://www.abmlq.com/uwreference01 The features shown in red text 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.

Client work activity charm based launch Integrated search function Field Work activity charm based launch

Integrated share function

UW tile based launch

Media contribution approve/reject workflow

Device agnostic media capture

Peer ranked media

Dynamic BI, Metropolis cases – vignettes

Site contributed learning content

Enterprise based learning content

Usage metrics, individual

Featured content management by enterprise

Usage metrics, office

Featured content management by site

UW standing inputs

Individual media asset work activity automatic discussion contribution

“View count” organized list

*

Individual media asset user discussion contribution and consumption See Section 5.0 to view the definitions of each feature in QMS-ABM-0005 UW Quality Manual.

To watch an overview of CL, please click or type this URL: http://www.abmlq.com/cloverview

* See all UW standing inputs here:

Procedure Title: Dynamic Learning Configuration

http://www.abmlq.com/uwpoints

Page 3 of 7

CONTROLLED DOCUMENT: WI-ABM-1510

QMS STANDARDS

Feature

Function

Configuration/Review Steps

Client work activity charm based launch

Bridges to learning from within the client work activity system.

If work activity system is being used, deploy and activate connection to system from UW.

Dynamic BI, Metropolis cases - vignettes

Each UW member declares their industries and services as shown in metropolis.abm.com, used to personalize the experience by showing information that is relevant to the user. The information (agents) is displayed via UW tiles on UW screens.

Metropolis is an ABM specific platform; implementation of a similar platform by any other organization’s initial use of UW and CL can be reviewed or Metropolis can be modified to suit their business.

Featured content management enterprise

Ability of the organization to flag specific content to appear on the first screen of contextual learning once launched for x period of time. If site has featured media the enterprise will land at the top position.

Configure the rules for this feature such as period of time allotted for specific content to appear on the first screen and flagging of specific content

Field Work activity charm based launch

Bridges to learning from within the field work activity system.

If field work activity system is being used, deploy and activate connection to system from UW.

Media contribution approve/reject workflow

Designated approver is notified, via the UW message buss that media is pending their review. These "alert" based messages leverage the "UW to-do" list, which allow a user to view messages (alerts, notifications) and park to be addressed at another time. Once the message is addressed the user easily removes it from view.

Review workflow and make adjustments as necessary specific to routing, escalations and content of alert messages.

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

3.4.2 STEP

End Users WHAT

1. 1Follow UW . onboarding process

WHEN

2. 1Identify the two . levels of approvers

During implementation process with a specific location After new users are on boarded

3.

After new users

Confirm site and

Procedure Title: Dynamic Learning Configuration

COMPETENCY (WHO) New UW members UW Support Team

UW Support Team

Designated

HOW (TOOLS) WI-ABM-1102 WI-ABM-1104 WI-ABM-1103 UW Admin Portal | User | User Attribute: Role: Value = CL Approver Role: Value = CL Super Approver Manual process Page 4 of 7

CONTROLLED DOCUMENT: WI-ABM-1510

STEP

4.

5.

QMS STANDARDS

WHAT business unit number Update “Admin Type” in Admin User Configuration of Admin Portal Log into UW for the first time

WHEN are on boarded

COMPETENCY (WHO) approvers

HOW (TOOLS)

After approvers are identified

UW Support Team

UW Admin Portal | Admin User | Admin Type

Upon granting of access

New UW member

QuickTip: How to Log-in

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE FSG LEXICON LIBRARY LINK: LEXICON LIBRARY TERM ABM LQ, Learning and Quality ANT, Asset Normalization Table (Equipment) CL, Contextual Learning Learning, Dynamic Onboarding QMS, Quality Management System TNT, Types Normalization Table (WO Types/Nature of Call) UW, Unified Workforce WI, Work Instruction WOM, Work Order Management

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1102 Onboarding UW WI-ABM-1104 Onboarding UW Users WI-ABM-1103 Onboarding UW Operating Location WI-ABM-1508 Onboarding Dynamic Learning WI-ABM-1509 Usage and Adoption Dynamic Learning UW Configuration Reference Guide

Procedure Title: Dynamic Learning Configuration

LOCATION http://www.abmlq.com/wiabm1102 http://www.abmlq.com/wiabm1104 http://www.abmlq.com/wiabm1103 http://www.abmlq.com/wiabm1508 http://www.abmlq.com/wiabm1509 http://www.abmlq.com/uwreference01

Page 5 of 7

CONTROLLED DOCUMENT: WI-ABM-1510

QMS STANDARDS

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Video: What is Unified Workforce Video: Contextual Learning Overview QuickTip: How to Log-in to UW for the first time QuickTip: How to Log-in to UW in Outline Mode UW Standing Inputs/Points

LOCATION http://www.abmlq.com/videowhatisuw http://www.abmlq.com/cloverview http://www.abmlq.com/firstuwlogin http://www.abmlq.com/wiabm1102d http://www.abmlq.com/uwpoints

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 02/20/15

DOCUMENT AUTHOR: Melissa Cipriani; Greg Lush

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1 1.2

SECTION / PARAGRAPH CHANGED All All All

CHANGE MADE

Initial Entry Prepare for final review Prepare for release

Procedure Title: Dynamic Learning Configuration

DATE OF REVISION MM/DD/YY 10/14/14 01/15/15 03/05/15

Page 6 of 7

CONTROLLED DOCUMENT: WI-ABM-1510

QMS STANDARDS

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS

The following roles must be notified whenever this WI is revised and rereleased.

ABMLQ, Senior Vice President ABMLQ Team UW Support Team

10.0

APPROVALS

PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. DOCUMENT REVIEW FIRST APPROVER NAME: GREG LUSH BUSINESS UNIT: ABM

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

SECOND APPROVER NAME: MATT SEXTON BUSINESS UNIT: ABM

TITLE: VP OF OPERATIONS SIGNATURE: ELECTRONIC APPROVAL

THIRD APPROVER NAME: MIKE WALKER BUSINESS UNIT: ABM TITLE: PROGRAM DIRECTOR SIGNATURE:

DOCUMENT HISTORY SECTION: Document Created on 10/14/14 by Melissa Cipriani Document Modified on 01/15/15 by Melissa Cipriani Document Modified on 03/05/15 by Melissa Cipriani

Procedure Title: Dynamic Learning Configuration

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CONTROLLED DOCUMENT: WI-ABM-1509

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Learning, Dynamic Usage and Adoption

AREA: Education TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1509 REVISION: 1.2

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Released 02/20/15 02/20/15

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE The ability to produce and deliver dynamic learning content to different types of audiences can be a powerful tool in the education and growth of an organization. Unified Workforce (UW) provides this ability through one of its components known as Contextual Learning. Within UW, there are two types of Learning methods, Dynamic and Formal. Formal Learning is delivered via a Learning Management System or a Corporate University known as The Learning Spot, while Dynamic Learning is delivered via Contextual Learning.

Dynamic Learning is a component that is native in UW. There are other vehicles that can enable Dynamic Learning within our organization such as Metropolis and MTube; however, this Work Instruction (WI) is referring to the specific use of Contextual Learning.

The adoption of any solution that is new to its users is critical to realizing the value it provides. With Dynamic Learning through Contextual Learning, compelling adoption can be achieved from two perspectives: (1) from the contributor of content and (2) the consumer of content. This WI describes the usage and adoption of Contextual Learning.

2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES  

It is the responsibility of training or education personnel to read, understand, and share the contents of this WI within their spheres of influence.

It is the responsibility of the Corporate Education Manager and the UW Support Team to ensure that the provisions of this WI are current and enables an efficient process by potential Dynamic Learning users.

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

Procedure Title: Dynamic Learning - Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1509

3.0

QMS STANDARDS

PROCEDURE (SOP OR WI STEPS) 3.1

Purpose Dynamic Learning motivates UW users to contribute practical learning content related to the site or across the UW community, associating rich media (images, video, and audio) to field assets and providing the ability to discuss asset specific content which promotes a perpetual learning environment. Content may also be accessed via a work activity or tile from within UW. Rich media visual reference (photo, video, audio) is made available when the field employee opens the activity in Work Activity-Field or Work Activity-Client (before, during or after the work activity).

Other platforms that offer Dynamic Learning, in addition to Contextual Learning are:  Metropolis: Address the “what we do” and “why we do it” raw perspective from field employees centered around our verticals (16) and services (8)  MTube: Streaming media and audio content consumed and contributed by ABM and Non ABM resources Dynamic Learning focuses on bringing collective intelligence and contextual insight to the field worker as related to the work activity. Our ability to share what has happened and is happening with assets in the field (site equipment or tools) will provide an advantage to UW members.

3.2

Features Contextual Learning has many features that contribute to its ability to provide dynamic learning content within the UW members’ fingertips. Working from any device, a user can contribute and consume training content while working on an asset. The table below lists all the features that enable Contextual Learning within UW. See Section 5.0 to view the definitions of each feature in QMS-ABM-0005 UW Quality Manual.

To watch an overview of CL, please click or type this URL: http://www.abmlq.com/cloverview Client work activity charm based launch

Integrated search function

Field Work activity charm based launch

Integrated share function

UW tile based launch

Media contribution approve/reject workflow

Device agnostic media capture

Peer ranked media

Dynamic BI, Metropolis cases – vignettes

Site contributed learning content

Enterprise based learning content

Usage metrics, individual

Featured content management by enterprise

Usage metrics, office

Featured content management by site

UW standing inputs

Individual media asset work activity automatic discussion contribution

“View count” organized list

*

Individual media asset user discussion contribution and consumption

* See all UW standing inputs here: http://www.abmlq.com/uwstandinginputs

Procedure Title: Dynamic Learning - Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1509

3.3

QMS STANDARDS

Access to Unified Workforce All components of UW are accessible only through UW. Therefore, new members must first onboard to UW before specifically accessing components such as Dynamic Learning or CL. See Section 5.0 to view the following Work Instructions for additional information:  WI-ABM-1102 UW Onboarding – Individual Users  WI-ABM-1508 UW Onboarding – Dynamic Learning  WI-ABM-1510 UW Configuration – Dynamic Learning To watch an overview of UW, please click here or type this URL: http://www.abmlq.com/videowhatisuw

3.4

Users of Contextual Learning Our workforce is our most important asset; their expertise and experience are valuable information that can be difficult to extract for the consumption of others. While most training content is delivered formally through a course or classroom setting, CL gives UW members a way to spontaneously take a photo or produce a video while on-site with a simple smart device and shortly after, share it with UW community members. CL is a powerful component within UW that promotes a dynamic and organic learning collaboration within the organization. With the use and adoption of CL, there are two user perspectives to define:  Content Contributor – any UW member who produces and uploads rich media content such as images, audio and video files for the consumption of others once the content is approved.  Content Approver – UW member who has been identified as a contributor’s supervisor or manager and responsible for approving submitted content by his/her direct reports.  Content Consumer – any UW member who consumes content shared by others and can also collaborate specific to an asset with others thereby promoting a shared learning experience.

When to use CL to share rich media content:  Content is related to a work activity  Content is related to an asset such as equipment, tool, device, etc.  Content is related to a specific location  Content is valuable to the enterprise across locations  Site inspections (may email and group CL media)

3.5

Using Contextual Learning with Work Activity The ability of CL to associate rich media (images, video, and audio) to field assets and the ability to discuss asset specific content is the path to a perpetual and dynamic learning environment. Users of Field Work Activity can consume learning content while in a work order, specific to an equipment and review discussions around the specific asset or similar type of equipment by other subject matter experts within the organization. This “contextual” feature gives UW users the power to leverage the organization’s experience and expertise digitally and spontaneously.

To learn more about the use of Field Work Activity, see Section 5.0 to view these Work Instructions:  WI-ABM-1108 Unified Workforce Onboarding – Work Activity | Field  WI-ABM-1109 Unified Workforce Usage and Adoption – Work Activity | Field  WI-ABM-1111 Unified Workforce Configuration – Work Activity | Field

Procedure Title: Dynamic Learning - Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1509

3.6

QMS STANDARDS

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 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.

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.

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-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 Contextual Learning:

Phase

Level

Planning

Division

Implementation

Location

Deployment

Location

Application  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  Ask that each user attempt to produce a minimum of one rich media content on an agreed upon frequency

Procedure Title: Dynamic Learning - Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1509

QMS STANDARDS

PostDeployment

Location

Stabilization

Location, Division and Organization

 Ask that each user attempt to participate in asset discussions when interacting with a work order  Solution Supporters should monitor usage of CL based on native point system features  Coach those whose community standing may need improvement based on the user’s or location’s goals  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

For an in-depth explanation of how Solution Supporters are leveraged for the onboarding process, please go to Section 5.0 to read WI-ABM-1506 Dynamic Learning Onboarding.

3.7

Usage of Contextual Learning 3.7.1

STEP

Content Contributor and Approver: WHAT

1. 1Follow Contextual . Learning onboarding process, including confirmation of Site and BU #

To gain access to UW and CL

COMPETENCY (WHO) >Location >Field/Mobile Users >UW Support Team

2.

Before producing new content

>Field/Mobile Users >Content Approvers

Review the guidelines for producing rich media content

WHEN

HOW (TOOLS) Work Instruction: http://www.abmlq.com/wiab m1508

Work Instruction: WI-ABM-1504 Producing and Sharing Rich Media Content CL Overview: http://www.abmlq.com/clover view

3.

Log into UW

4.

From any UW contextual learning page, click on the add media icon

5.

Fill in the information requested – the information provided is what gives context to content making it easier to search and consume Content is routed to designated Approver for review and approval

6.

Upon granting of access When uploading rich media content

Field/Mobile User

QuickTip: How to Log-in

Field/Mobile User

Quick Tip: http://www.abmlq.com/wiab m1509a

When uploading rich media content

Field/Mobile User

QuickTip: http://www.abmlq.com/wiab m1509a

Immediately after

>Supervisor/CL Approver

QuickTip: http://www.abmlq.com/wiab m1509a

Procedure Title: Dynamic Learning - Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1509

STEP 7.

WHAT Content is available and searchable

3.7.2 STEP

QMS STANDARDS

WHEN Once approved

COMPETENCY (WHO) Field/Mobile User

HOW (TOOLS) QuickTip: http://www.abmlq.com/wiab m1509b

Content Consumer:

1. 1Follow Contextual . Learning onboarding process

To gain access to UW and CL

COMPETENCY (WHO) >Location >Field/Mobile Users >UW Support Team

2.

Review the CL overview video

Before using CL

Field/Mobile Users

CL Overview: http://www.abmlq.com/clover view

3.

Log into UW

Field/Mobile User

QuickTip: How to Log-in

4.

Go to Field Work Activity and check into a work order Click on “Consume” work order charm to consume CL content (click “Contribute” to add new content) From “my rhythm” click on “launch media”

Upon granting of access When performing work

Field/Mobile User

While in a work order

Field/Mobile User

Work Instruction: http://www.abmlq.com/wiab m1109 QuickTip: http://www.abmlq.com/wiab m1509c

To search for learning content

Field/Mobile User

To consume content To consume content

Field/Mobile User

To consume content

Field/Mobile User

To search for specific content To consume content

Field/Mobile User

5.

6.

7.

WHAT

Updates will be listed, click “run” 8. Featured Media will be listed, click leftfacing arrow to expose the global and CL charms 9. Click on different views: Enterprise, Site-Specific, to expose available content 10. Click on “search” in global charms 11. Click on content to view – related content will be

WHEN

Procedure Title: Dynamic Learning - Usage and Adoption

HOW (TOOLS) Work Instruction: http://www.abmlq.com/wiab m1508

For steps 6 thru 12, watch the CL Overview video: http://www.abmlq.com/clover view

Field/Mobile User

Field/Mobile User

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CONTROLLED DOCUMENT: WI-ABM-1509

STEP

QMS STANDARDS

WHAT

displayed on the right side 12. Add comments, click “like” to participate in the discussion 13. Log out of Contextual Learning or Work Activity

WHEN

COMPETENCY (WHO)

To interact with the content

Field/Mobile User

When completed

Field/Mobile User

HOW (TOOLS)

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE FSG LEXICON LIBRARY LINK: LEXICON LIBRARY TERM Charms CL, Contextual Learning Global Charms Learning, Dynamic Metropolis MTube Onboarding UW, Unified Workforce WI, Work Instruction 5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1102 Onboarding UW – Individual Users WI-ABM-15004 Producing and Sharing Rich Media Content QMS-ABM-0005 UW Quality Manual WI-ABM-1108 UW Onboarding – Field Work Activity WI-ABM-1109 UW Usage and Adoption – Field Work Activity WI-ABM-1111 UW Configuration – Field Work Activity WI-ABM-1551 UW Support and Notifications

Procedure Title: Dynamic Learning - Usage and Adoption

LOCATION http://www.abmlq.com/wiabm1102 http://www.abmlq.com/wiabm1504 http://www.abmlq.com/qmsabm0005 http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1109 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1551

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CONTROLLED DOCUMENT: WI-ABM-1509

QMS STANDARDS

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Video: What is Unified Workforce Video: Contextual Learning Overview QuickTip: First Time Log-in to UW QuickTip: How to Log-in to UW in Outline Mode QuickTip: Uploading Media Files in CL QuickTip: CL User Interface QuickTip: Work Order Charm Bar EASI Program Brief

LOCATION http://www.abmlq.com/videowhatisuw http://www.abmlq.com/cloverview http://www.abmlq.com/firstuwlogin http://www.abmlq.com/wiabm1102d http://www.abmlq.com/wiabm1509a http://www.abmlq.com/wiabm1509b http://www.abmlq.com/wiabm1509c http://www.abmlq.com/EASIProgramBrief

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 02/20/15 02/20/15

DOCUMENT AUTHOR: Melissa Cipriani; Greg Lush; Matt Sexton; Lindsey Percle

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1 1.2

SECTION / PARAGRAPH CHANGED All All All

CHANGE MADE

Initial Entry Preparing for final review Prepare for release

Procedure Title: Dynamic Learning - Usage and Adoption

DATE OF REVISION MM/DD/YY 09/29/14 01/15/15 02/20/15

Page 8 of 9

CONTROLLED DOCUMENT: WI-ABM-1509

QMS STANDARDS

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS

The following roles must be notified whenever this WI is revised and rereleased.

ABMLQ, Senior Vice President ABMLQ Team UW Support Team

10.0

APPROVALS

PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. DOCUMENT REVIEW FIRST APPROVER NAME: GREG LUSH BUSINESS UNIT: ABM

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

SECOND APPROVER NAME: MATT SEXTON BUSINESS UNIT: ABM

TITLE: UW DEPLOYMENT SIGNATURE: ELECTRONIC APPROVAL

THIRD APPROVER NAME: LINDSEY PERCLE BUSINESS UNIT: ABM

TITLE: CORP EDU MANAGER SIGNATURE: ELECTRONIC APPROVAL

DOCUMENT HISTORY SECTION: Document Created on 09/29/14 by Melissa Cipriani Document Modified on 01/15/15 by Melissa Cipriani Document Modified on 02/20/15 by Melissa Cipriani

Procedure Title: Dynamic Learning - Usage and Adoption

Page 9 of 9