Uw quality manual management service network by ABMLQ

All references are available through the ABMLQ product request list. ABMLQ Product Requests: http://www.abmlq.com/productreq uest Reference Material: 

UW Components Packets



Brief: Unified Workforce



Brief: Unified Workforce Value



Video: What is Unified Workforce



UW Success and Benefits Infographics



Brief: Quality



Brief: Learning



Brief: EASI Program



ABMLQ Assistance

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

Unified Workforce Quality Manual Management, Service Network QMS Control Number: QMS-ABM-0005g Version 1.3 March 2015 Developed by: ABM Learning and Quality

Unified Workforce Quality Manual Management, Service Network 2015

3.7 Management, Service Network

Description: Introduce an organization, service declared layer to UW. The on demand service providers (currently known as local labor within UW) will be managed within UW at three levels (names subject to change); declared service (bronze); validated service (silver); purchasing participant (gold). The latest version of UW (9.3) has the mechanisms in place for silver and gold; however, the bronze "declared and un-validated" level will be new. Purpose: ABM On Demand will manage all, non-invoicing-billing aspects of business interaction between ABM business areas and sub-contractors. High level business requirements: http://sdrv.ms/LX6xZ4

Unified Workforce Quality Manual Management, Service Network 2015

Functions: Analytics

Search; complex queries

Collateral; workflow

Messaging; annual subscription processed Messaging; annual subscription NOT processed Messaging; promotion

Competitive framework

Messaging; subscription

Service network; qualified

Competitive framework, local labor

Sorting; page

Components, ABMSN

Messaging; subscription renewal in 30 days Onboard; company

Contractor ranking; objective

Onboard; human verification

Declaration; services

Onboard; service location

Forms; teaser text

Points; contractor ranking

Subscription management; fee collection Subscription management; price adjust

Individual certification, check and balance Legal disclaimers

Profile; company

Thumbnails; company

Profile; service location

Thumbnails; service location

Levels; ABMSN

Role; ABM employee

Messaging; ABMSN support

Role; business admin

Unified Workforce; integration; locations Unified Workforce; integration; users

Messaging; ABMSN welcomes you

Role; client manager

Unified Workforce; user management

Collateral; management

Search; simple Service network; certified

Subscription management; approval routing Subscription management; billing cycle

Messaging; announcements

Analytics All search functions screen results may be exported to CSV for further data analysis

Collateral; management Several groups of collateral are available via the ABMSN platform. ABMSN member companies and service locations may enter as many pieces of collateral as required. They are as follows;  Certificates  Insurance  Legal  Licenses  Marketing  Safety  Sales  Union

Unified Workforce Quality Manual Management, Service Network 2015

Collateral; workflow As collateral is uploaded the contributor can set the expiration date (defaults at one year from posting date). 30 days prior to collateral expiration messages are sent to contributor. Workflow continues to fire up to the date of expiration and 10 days after (as set in the admin portal for the office)

Competitive framework Each service location declares which services they offer during the onboarding process. These declared services are surfaced within the rates schedule and the service location dictates their level of skill (fundamental, proficient, expert) and rates. Once at the silver level these rates play into the work distribution algorithm thus providing the service locations with some capability to affect outcomes and drive or lose business.

Competitive framework, local labor Skill qualification (see assessment selection) falls into three major categories (fundamental, proficient, expert) and ten levels (IE proficient level five). As described in the UW queue activity these levels are associated to work types and determine if a company is a candidate or not for the work in the queue. The current levels of companies are displayed for all to see.

Components; ABMSN Seven components are available within ABM Service network:  Admin | used by business admins to work with existing and new users  Users | not viewed by contractors role this allows for management of all users across ABMSN companies  Company | corporate office  Service location | where the operations folks reside. For single location companies the Company and Service location are likely the same physical address  Collateral | any item that is associated to the ABMSN organization. Common items include; certificates of insurance, business licenses, certifications, marketing content, etc. All collateral uploaded is verified and includes a workflow to remind content contributors when the collateral has expired  Rates | granular entry point for rates related to delivered services. Rates are grouped by major service area (IE: electrical; plumbing; etc.) and followed by a specific service type (IE: HVAC | boilers; Energy | audit; etc.). Pricing for rates are broken into hourly, overtime, emergency  Analytics | all searches (simple and complex) may be exported to CSV format for additional analysis

Contractor ranking; objective Search results, simple and complex, will show an overall ranking in the view. These points and indicators of positive points or negative points are fed from the UW platform. The only way to accumulate points is to have ABMSN member service location techs using the UW work distribution and learning tools.

Declaration; services Once at the Silver level the service location dictates their level of skill (fundamental, proficient, expert) and rates. Rates play into the work distribution algorithm thus providing the service locations with some capability to affect outcomes and drive or lose business.

Forms; teaser text Teaser text is provided in the form fields (where applicable) to minimize confusion while completing ABMSN forms

Unified Workforce Quality Manual Management, Service Network 2015 10.

Individual certification, check and balance An up to 20 character field labeled "training category" has been added and may be given to help desks to verify that the caller has taken the prerequisite courses. This reporting based feature from the Learning Spot (VenU) provides just this function. The default course completion certification template displays the information entered in the "training category" field for the course, along with the value entered in the Employee ID field found in the UW profile for the users.

11.

Legal disclaimers During the onboarding process participants are required to review and verify understanding of ABM legal conditions

12.

Levels; ABMSN Three levels exist within the ABMSN platform, they are:  Bronze | base level candidates  Silver | subscription level which produces certified companies (ready for dispatch by ABM) and provides access to ABM group purchasing organization. ABMSN member companies individuals may also onboard into the Unified Workforce platform to leverage automated work distribution and learning components. o Certified | companies vetted to have the proper legal documentation to perform work on ABM sites o Qualified | individuals assessed and operating within the Unified Workforce platform  Gold | similar to Silver; however, reserved for ABM company locations and ABM Franchise company locations

13.

Messaging; ABMSN support is easy Once the ABMSN member company and service location complete their onboarding process guiding the user to digital support alternatives

14.

Messaging; ABMSN welcomes you Once the ABMSN member company and service location complete their onboarding process "welcome to ABMSN, enjoy the experience"

15.

Messaging; announcements ABMSN leverages the advertising tile logic and allows the business admins the ability to send announcements to the ABMSN member companies and service locations. Messages are text based and message counts appear and are accessed via a tile on the ABMSN UW screen

16.

Messaging; annual subscription processed At the subscription renewal trigger date ABMSN auto initiates a request via PayPal for another payment on the user specified subscription term

17.

Messaging; annual subscription NOT processed At the subscription renewal trigger date ABMSN auto initiates a request via PayPal for another payment on the user specified subscription term. In this case the payment was not able to process as required.

18.

Messaging; collateral requires your attention Trigged when any collateral due date expires, sent to contributor

19.

Messaging; promotion

Unified Workforce Quality Manual Management, Service Network 2015 Sent when an ABMSN member company or service location is promoted from bronze to silver level 20.

Messaging; subscription will renew in 30 days Workflow fires off of the date the ABMSN member company or service location specified while completing the billing cycle form

21.

Onboard; company Detailed form which contains all information related to the ABMSN member company. Each company completes one company onboarding form

22.

Onboard; human verification In our constant battle to fight spam and hackers two levels of verification have been added to the onboarding process. Math verification is part of the initial onboarding form. Email verification with a link to the provided email address serves as a second human confirmation

23.

Onboard; service location Detailed form which contains all information related to the ABMSN member companies service location(s). Each company is allowed to have as many service locations as they like as related to the one company record. An onboarding form is completed for each service location

24.

Points; contractor ranking Search results, simple and complex, will show an overall ranking in the view. These points and indicators of positive points or negative points are fed from the UW platform. The only way to accumulate points is to have ABMSN member service location techs using the UW work distribution and learning tools.

25.

Profile; company Detailed form which contains all information related to the ABMSN member company. Each company is allowed one company profile

26.

Profile; service location Detailed form which contains all information related to the ABMSN member companies service location(s). Each company is allowed to have as many service locations as they like as related to the one company record

27.

Role; ABM employee Members assigned to the role have rights to search across all ABMSN member companies and service locations data via the ABMSN user interface

28.

Role; business admin Members assigned to the role have rights to add, search, edit, delete ABMSN member companies and service locations data via the ABMSN user interface

29.

Role; client manager Members assigned to the role have rights to search across all ABMSN member companies and service locations data via the ABMSN user interface. In addition these members may associate ABMSN member companies and service locations to specific client records (many to many)

30.

Search; complex queries Search tool which allows the combination of search criteria across all ABMSN components

Unified Workforce Quality Manual Management, Service Network 2015

31.

Search; simple Search tool which allows the searching within the ABMSN component

32.

Service network; certified Certified | companies vetted to have the proper legal documentation to perform work on ABM sites

33.

Service network; qualified Qualified | individuals assessed and operating within the Unified Workforce platform

34.

Sorting; page Relative to the ABMSN component (admin; users; company; locations; collateral; rates) sorting options change as viewed in the upper right corner. On page options allow for quick sorting and access to pertinent information.

35.

Subscription management; approval routing A request is initiated by the ABMSN member company or location to move from bronze to silver, ABMSN business admins process the request. Approval routing is automated through an ABMSN workflow process sending a request for approval in a serial notification to all ABMSN business admins. Those pending approval may also be seen within the ABMSN UI sort views.

36.

Subscription management; billing cycle A request is initiated by the ABMSN member company or location to move from bronze to silver, ABMSN business admins process the request. During the initial subscription process the ABMSN member company and / or service location chooses the billing cycle (x number of months, x number of years, etc.)

37.

Subscription management; fee collection A request is initiated by the ABMSN member company or location to move from bronze to silver, ABMSN business admins process the request. The fee collection process is automated via an integration between ABMSN and PayPal. ABMSN member company and service locations may opt to leverage the PayPal structure or just pay on-line with a credit card. NO subscriptions are managed via a traditional accounting invoicing process

38.

Subscription management; price adjust A request is initiated by the ABMSN member company or location to move from bronze to silver, ABMSN business admins process the request. The ABMSN business admins do have the right to change the suggested prices for companies and service locations. This edit process is a one-time adjustment, once the subscription renews the pricing will go back to the standards configured within the UW admin portal.

39.

Thumbnails; company Company (where service is managed) has the ability to upload a logo or image of their organization

Unified Workforce Quality Manual Management, Service Network 2015

40.

Thumbnails; service locations Service locations (where service is performed), in one location companies service locations are in the same location as the company. Each service location also has the ability to upload a logo or image of their operation.

41.

Unified Workforce; integration; locations Silver level ABMSN member companies service locations are automatically added to the Unified Workforce (UW) platform. The UW platform opens ABMSN member company locations and their employees to a host of activities such as; learning; safety; queue (auto dispatch); work; client; etc.

42.

Unified Workforce; integration; users Silver level ABMSN member companies service locations are automatically added to the Unified Workforce (UW) platform. Once the location has been added to UW a workflow is fired to the ABMSN member company admin providing an introduction email with links and instructions to begin the ABMSN member company employee onboarding process

43.

Unified Workforce; user management Once the ABMSN member company employee onboarding process is completed the employees names will be added to the respective ABMSN member service locations. While employees cannot be added to UW via this function it is possible to deactivate the ABMSN member service location employee without the need to contact support

CONTROLLED DOCUMENT: WI-ABM-1112

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: ABM Service Network Contractor Onboarding

AREA: Operations TYPE OF PROCEDURE:

Profile Customer

DOCUMENT NUMBER: WI-ABM-1112 REVISION: 1.2

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Released 03/25/15 03/25/15

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE ABM’s Service Network (“ABMSN”) is the comprehensive collection of all service providers that perform, or could potentially perform, facility-related services for ABM clients under an ABM contract. These service providers include ABM Company-owned branches, ABM Franchises (i.e., TEGG and Linc Service), and nonaffiliated independent contractors. This Work Instruction is the internal process that focuses on the “Onboarding” of Contractors into the program. Initially, there are three levels of ABMSN membership: 1. Bronze 2. Silver 3. Gold Please read the Membership Tier Requirements document to understand the requirements for the Membership Levels: http://www.abmlq.com/wiabm1112a 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES 

 

ABMSN team will ensure that 3rd party vendors who provide, or can provide, services for ABM and its clients will be vetted for proper contracts, minimum insurance coverage, and other essential paperwork needed for subcontracting. This process will help make qualified contractors available for dispatching and performance of work to any location, anywhere, at any time. The Senior Vice President of ABMSN is responsible for ensuring that participants of the ABMSN program comply with the provisions of this WI. The Program Manager of ABMSN is responsible for maintaining the accuracy of the provisions of this WI.

Procedure Title: ABMSN Contractor OnBoarding

Page 1 of 7

CONTROLLED DOCUMENT: WI-ABM-1112

QMS STANDARDS

2.2 APPROVAL / ESCALATION RESPONSIBILITIES 

The Executive Vice President of ABM’s Service Network is the point of escalation for all matters contested and inquired upon within this WI.

3.0 PROCEDURE (SOP OR WI STEPS) The following steps enumerate the internal ABM process for the onboarding of contractors into the ABMSN program. 3.1 All Levels STEP 1.

WHAT Send welcome ABMSN information to potential contractor

WHEN Prior to contractor sign-up

COMPETENCY (WHO) ABMSN Program Manager; ABM Service Provider

HOW (TOOLS) Welcome Letter http://www.abmlq.com/wiabm11 12b

3.2 Bronze Level - Note: There is no charge for joining as a Bronze-level Member. Bronze level members are merely “locatable” by the ABM team for resources of potential work. STEP 2.

WHAT 1Initial Bronze-level . Member sign-up. Contractor goes to ABM.com/ServiceNetw ork and creates or updates their secure, online Profile. Optional, additional information submission

Contractor submits key documents into Platform. If in Bronzelevel, the documents are entered “voluntarily” by the Service Provider to enhance their Profile. The ABMSN team does not necessarily review nor validate any of the documents.

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

Initial sign-up

Key contact at an independent contractor, or ABM Franchise, or an ABM branch (“Service Providers”).

Our online software mandates a certain number of “required” fields to complete the Bronzelevel profile entry.

When service provider wants to add information beyond just the minimum fields. When BronzeLevel contractor submits key documents into the Service Network software platform

Key contact at the Service Provider. Online data entry is the method.

Simple data entry fields in the online profile tool. Collateral and other documents can be uploaded by the Service Provider at all tier levels. ABMSN Platform - the Service Provider can upload: a. Collateral, contracts, certificates, etc. b. Multiple types can be loaded and expiration dates are required

Procedure Title: ABMSN Contractor OnBoarding

Service Provider

Page 2 of 7

CONTROLLED DOCUMENT: WI-ABM-1112

QMS STANDARDS

3.3 Silver Level – member level that is “ABM Ready” to be subcontracted for work at ABM clients. The submission of documents, fees, and engagement with the ABM Compliance Partner is reviewed and approved manually by either the SVP, VP, or Program Manager of ABM’s Service Network. Moving up to Silver Level requires certain documents, consistent with the Tier Requirements. The Service Provider can also upload additional, voluntary documents to enrich their profile and increase the likelihood of service opportunities. Steps 6 through 10 enumerate the requirements for moving up to Silver Level. STEP 5.

WHAT

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

Contractor goes to ABM.com/ServiceNetw ork and updates their online Profile as appropriate (same required fields for silver and bronze level memberships.

When they want to be “ABM Ready” to be subcontracted for work at ABM clients.

Key contact at the Service Provider.

Submit a properly executed Master Service Agreement (MSA)

Silver level sign-up

Key contact at Service Provider

Submit W-9

Silver level sign-up

Submit proper insurance information (COI) per MSA including insurance agent Pay annual membership fee

Silver level sign-up

Key contact at Service Provider

Paypal – ABMSN Online System

Submit copy of Small Business/Tier II Supplier Certificate, if applicable Review documents for completion, relevance and accuracy (including expiration dates entered in the ABMSN platform) Separately enter documents into the ABM Contract Management System for perpetual document management

Silver level sign-up

Key contact at Service Provider

ABMSN Online System

Upon receipt of alert

ABMSN Program Team

Manual Process

Upon meeting requirements

ABMSN Program Team

CMS Information: http://www.abmlq.com/wiabm11 12d

10.

11.

12.

ABMSN Online System The required documents are listed in the ABMSN Membership Tier Requirements. The documents can be uploaded easily by the Service Provider into ABM’s online Contractor Profile Platform. ABMSN Online System Contractor Package (includes MSA Form): http://www.abmlq.com/wiabm11 12c

Key contact at Service Provider Key contact at Service Provider

ABMSN Online System ABMSN Online System See minimum requirements in MSA form

Procedure Title: ABMSN Contractor OnBoarding

Page 3 of 7

CONTROLLED DOCUMENT: WI-ABM-1112

STEP

WHAT

13.

Update the membership level to Silver

14.

Use standard ABM corporate policies and procedures for contract change requests and working with ABM Legal. Send congratulatory email to contractor

15.

QMS STANDARDS

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

When Silver-level membership requirements are met satisfactorily As required

ABMSN Program Team

ABMSN Online System

ABMSN Team Member

CMS Information: http://www.abmlq.com/wiabm11 12d

Upon meeting requirements

ABMSN Program Team

Email template: http://www.abmlq.com/wiabm11 12e

3.4 Gold Level – is specific to ABM owned and franchised service locations. STEP 16.

17.

18.

WHAT

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

Reviews the documents for completion, relevance and accuracy (including expiration dates entered in the ABMSN platform) Use the applicable policies for working with our ABM franchises or company-owned service locations. The “paperwork” needed will therefore differ from the Silver process.

Upon receipt of alert

ABMSN Program Team

Manual process

Application for Gold Level membership

ABMSN Program Team

ABM Franchises/Company Owned Stores Information: http://www.abmlq.com/wiabm11 12f

Send congratulatory email to contractor

Upon meeting requirements

ABMSN Program Team

Email template: http://www.abmlq.com/wiabm11 12g

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 Service Network (“ABMSN”) ABMSN Membership ABM Master Subcontractor Agreement (“MSA”) Procedure Title: ABMSN Contractor OnBoarding

Page 4 of 7

CONTROLLED DOCUMENT: WI-ABM-1112

QMS STANDARDS

TERM ABMSN Contractor Profile Platform* (“CPP”) *temporary name for this document Service Provider (generic term for any of the companies or service branches in the network) Annual Membership Fee

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME ABMSN Membership Tier Requirements Work Instruction for use of CMS Applicable policies for working with ABM franchises and COS

LOCATION http://www.abmlq.com/wiabm1112a http://www.abmlq.com/wiabm1112d http://www.abmlq.com/wiabm1112f

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE

LOCATION

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS ABMSN Contractor Profile Platform (CPP) Welcome Letter or Email Congratulatory Email (Silver) Congratulatory Email (Gold) Master Service Agreement template

Procedure Title: ABMSN Contractor OnBoarding

LOCATION http://servicenetwork.abm.com http://www.abmlq.com/wiabm1112b http://www.abmlq.com/wiabm1112e http://www.abmlq.com/wiabm1112g http://www.abmlq.com/wiabm1112c

Page 5 of 7

CONTROLLED DOCUMENT: WI-ABM-1112

QMS STANDARDS

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

1.1 03/25/15 01/27/15

DOCUMENT AUTHOR: Ken Sapp

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1 1.2

SECTION / PARAGRAPH CHANGED All 2.0, 3.0, 5.0, 6.0 and 7.0 All

DATE OF REVISION MM/DD/YY

CHANGE MADE

Initial Entry Reformatting and re-enumeration of steps in Sections 2.0 and 3.0; modified required links in Sections 5.0, 6.0 and 7.0 Prepare for release; added links to reference documents

01/09/15 01/20/15 03/25/15

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS

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

ABMSN SVP, VP, and Program Manager ABMLQ, Senior Vice President ABMLQ 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

Procedure Title: ABMSN Contractor OnBoarding

SECOND APPROVER NAME: BRUCE PHIBBS BUSINESS UNIT: ABMSN

TITLE: EXECUTIVE VICE PRESIDENT SIGNATURE:

THIRD APPROVER NAME: KEN SAPP BUSINESS UNIT: ABMSN TITLE: VICE PRESIDENT SIGNATURE:

Page 6 of 7

CONTROLLED DOCUMENT: WI-ABM-1112

QMS STANDARDS

DOCUMENT HISTORY SECTION: Document Created on 01/09/15 by Ken Sapp, VP of ABMâ&#x20AC;&#x2122;s Service Network Document Modified on 01/20/15 by Melissa Cipriani Document Modified on 03/25/15 by Melissa Cipriani

Procedure Title: ABMSN Contractor OnBoarding

Page 7 of 7

CONTROLLED DOCUMENT: WI-ABM-1124

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: ABM Service Network Configuration

AREA: Operations TYPE OF PROCEDURE:

Profile Customer

DOCUMENT NUMBER: WI-ABM-1124 REVISION: 1.0

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Published Draft mm/dd/yy 01/09/15

It is the responsibility of the ABMSN team to read, understand and abide by the provisions of this WI. The Senior Vice President of ABMSN is responsible for ensuring that participants of the ABMSN program comply with the provisions of this WI. The Program Manager of ABMSN is responsible for maintaining the accuracy of the provisions of this WI. It is the responsibility of the ABMSN Support Team to ensure the validity and effectiveness of the configuration process.

Procedure Title: ABM Service Network Configuration

Page 1 of 5

CONTROLLED DOCUMENT: WI-ABM-1124

QMS STANDARDS

2.2 APPROVAL / ESCALATION RESPONSIBILITIES 

The Executive Vice President of ABM’s Service Network is the point of escalation for all matters contested and inquired upon within this WI.

3.0 PROCEDURE (SOP OR WI STEPS) 3.1 Configuration – Initial Use The complete list of ABMSN functions is shown below; items in red text must be reviewed and adjusted as required when configuring ABMSN for the first time. If satisfactory to the organization or site’s needs, the default configurations can be kept where applicable. Analytics

Search; complex queries

Collateral; workflow

Messaging; annual subscription processed Messaging; annual subscription NOT processed Messaging; promotion

Competitive framework

Messaging; subscription

Service network; qualified

Competitive framework, local labor Components, ABMSN

Messaging; subscription renewal in 30 days Onboard; company

Sorting; page

Contractor ranking; objective

Onboard; human verification

Declaration; services

Onboard; service location

Forms; teaser text

Points; contractor ranking

Individual certification, check and balance Legal disclaimers

Profile; company

Subscription management; approval routing Subscription management; billing cycle Subscription management; fee collection Subscription management; price adjust Thumbnails; company

Profile; service location

Thumbnails; service location

Levels; ABMSN

Role; ABM employee

Messaging; ABMSN support

Role; business admin

Messaging; ABMSN welcomes you

Role; client manager

Unified Workforce; integration; locations Unified Workforce; integration; users Unified Workforce; user management

Collateral; management

Search; simple Service network; certified

Messaging; announcements

These features must be reviewed or modified as necessary: Feature

Function

Configuration/Review Steps

Onboard; company

Detailed form which contains all information related to the ABMSN member company. Each company completes one company onboarding form

Review onboarding process:

In our constant battle to fight spam and hackers two levels of verification have been added to the onboarding process. Math verification is part of the initial onboarding form. Email verification with a link to the provided email address serves as a second

Review onboarding process:

Onboard; human verification

Procedure Title: ABM Service Network Configuration

http://www.abmlq.com/wiabm1112

Page 2 of 5

CONTROLLED DOCUMENT: WI-ABM-1124

QMS STANDARDS

human confirmation Onboard; service location

Detailed form which contains all information related to the ABMSN member companies service location(s). Each company is allowed to have as many service locations as they like as related to the one company record. An onboarding form is completed for each service location

Review onboarding process:

Unified Workforce; integration; locations

Silver level ABMSN member companies service locations are automatically added to the Unified Workforce (UW) platform. The UW platform opens ABMSN member company locations and their employees to a host of activities such as; learning; safety; queue (auto dispatch); work; client; etc.

Review Silver level membership tier definition; validate integration

Unified Workforce; integration; users

Silver level ABMSN member companies service locations are automatically added to the Unified Workforce (UW) platform. Once the location has been added to UW a workflow is fired to the ABMSN member company admin providing an introduction email with links and instructions to begin the ABMSN member company employee onboarding process

Review Silver level membership tier definition; validate integration. Review email templates, for content applicability â&#x20AC;&#x201C; update links and instructions where necessary

Unified Workforce; user management

Once the ABMSN member company employee onboarding process is completed, the employee names will be added to the respective ABMSN member service locations. While employees cannot be added to UW via this function it is possible to deactivate the ABMSN member service location employee without the need to contact support

Review/validate process workflow for user management, specifically deactivation process

http://www.abmlq.com/wiabm1112

3.2 Admin Portal Configuration The configuration of all UW components takes place in the UW Admin Portal. It is where configuration for the UW platform is 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. For the initial configuration of ABMSN in the Admin Portal, please review the functions listed above in 3.1. 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 ABMSN, ABM Service Network Admin Portal UW, Unified Workforce UW Components

Procedure Title: ABM Service Network Configuration

Page 3 of 5

CONTROLLED DOCUMENT: WI-ABM-1124

QMS STANDARDS

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME QMS-ABM-0005 UW Quality Manual

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

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE

LOCATION

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS ABMSN Contractor Profile Platform (CPP)

LOCATION http://servicenetwork.abm.com

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

1.0 01/09/15 Mm/dd/yy

DOCUMENT AUTHOR: Greg Lush

Procedure Title: ABM Service Network Configuration

DOCUMENT MANAGER: Melissa Cipriani

Page 4 of 5

CONTROLLED DOCUMENT: WI-ABM-1124

QMS STANDARDS

REASON FOR CHANGE:

Revision 1.0

SECTION / PARAGRAPH CHANGED All

CHANGE MADE

Initial Entry

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

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS

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

ABMSN SVP, VP, and Program Manager ABMLQ, Senior Vice President ABMLQ 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: MIKE WALKER BUSINESS UNIT: ABM

TITLE: PROG DIR, EMERGING INNOVATIONS SIGNATURE: ELECTRONIC APPROVAL

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

Procedure Title: ABM Service Network Configuration

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CONTROLLED DOCUMENT: WI-ABM-1125

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: ABM Service Network Usage and Adoption

AREA: Operations TYPE OF PROCEDURE:

Profile Customer

DOCUMENT NUMBER: WI-ABM-1125 REVISION: 1.0

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Published Draft mm/dd/yy 01/09/15

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE ABM’s Service Network (“ABMSN”) is the comprehensive collection of all service providers that perform, or could potentially perform, facility-related services for ABM clients under an ABM contract. These service providers include ABM Company-owned branches, ABM Franchises (i.e., TEGG and Linc Service), and nonaffiliated independent contractors. The adoption of any solution that is new to its users is critical to realizing the value it provides. With UW and its components, such as ABMSN, 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. This Work Instruction (WI) defines the usage and adoption of ABMSN. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES    

Procedure Title: ABM Service Network Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1125

QMS STANDARDS

2.2 APPROVAL / ESCALATION RESPONSIBILITIES 

The Executive Vice President of ABM’s Service Network is the point of escalation for all matters contested and inquired upon within this WI.

3.0 PROCEDURE (SOP OR WI STEPS) 3.1 Users of ABMSN Any UW member with the appropriate rights can use ABMSN in UW, namely:   

Field Worker Office Worker Local Labor Employee

3.2 ABMSN Features The following table provides the complete list of ABMSN features; to view the definition of each, please refer to the complete UW Quality Manual or the UW Quality Manual for ABMSN, both links are found in Section 5.0 of this WI. Analytics

Search; complex queries

Collateral; workflow

Messaging; annual subscription processed Messaging; annual subscription NOT processed Messaging; promotion

Competitive framework

Messaging; subscription

Service network; qualified

Competitive framework, local labor Components, ABMSN

Messaging; subscription renewal in 30 days Onboard; company

Sorting; page

Contractor ranking; objective

Onboard; human verification

Declaration; services

Onboard; service location

Forms; teaser text

Points; contractor ranking

Individual certification, check and balance Legal disclaimers

Profile; company

Subscription management; approval routing Subscription management; billing cycle Subscription management; fee collection Subscription management; price adjust Thumbnails; company

Profile; service location

Thumbnails; service location

Levels; ABMSN

Role; ABM employee

Messaging; ABMSN support

Role; business admin

Messaging; ABMSN welcomes you

Role; client manager

Unified Workforce; integration; locations Unified Workforce; integration; users Unified Workforce; user management

Collateral; management

Search; simple Service network; certified

Messaging; announcements

Procedure Title: ABM Service Network Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1125

QMS STANDARDS

3.3 Adoption User adoption means the acceptance and use of new systems, solutions or processes that are being implemented in an organization. Although technology plays a big part in the use of UW, adoption is much more than using its bells and whistles. The goal of user adoption within UW is to ensure the solution is effectively and consistently leveraged with its value realized and delivered in the course of its implementation and long-term use. 3.3.1

How do we achieve our user adoption goal?

Step

Application

Identify a familiar and well-defined support process

A common theme to user adoption at ABM is the use of our Evangelists, Advocates and Supporters Influence (EASI) Community. With UW, the identification of Solution Supporters is paramount to ensuring the users have a familiar colleague to guide them and sustain the momentum. Coupled with a well-defined support and notification process, the users should be able to help themselves with self-service resources as well as have access to live support when necessary. See Section 5.0 to view WI-ABM-1551 UW Support and Notifications for additional information. See Section 6.0 to learn more about the EASI Community/Program. Adoption starts at the beginning of a “project” or “implementation”, not at its completion. The production and availability of learning content before a single user logs into UW is going to ensure a well-prepared set of users. Our objective is to minimize any user issues during the implementation process and sustain the long-term use of the solution by compelling an outcome that will meet the needs of the users and their customers. This is only attainable with a proper training and onboarding process that is reinforced by the Solution Supporters and the UW Support team. 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.

Minimize user issues with proper training and onboarding process

Provide visibility to usage metrics

3.3.2

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 Procurement Management.

Phase

Level

Planning

Division

Application  

Implementation

Location

Deployment

Location

     

Post-Deployment

Location

  

Stabilization

Location, Division and Organization

    

Procedure Title: ABM Service Network Usage and Adoption

Identify executive sponsor/key divisional personnel who can provide leadership at the divisional level Communicate the value and set of expectations to the division or service line personnel Identify Solution Supporters for each location Induct into EASI Program Deliver training to Solution Supporters Deliver orientation, training and onboarding to end users Reinforcement of training and support resources by UW Support Team and Solution Supporters Consider incorporation of ABMSN usage into key performance indicators (KPIs) Monitor usage of Work Activity components by Solution Supporters based on native point system features Require the strict use of Local Labor vendors/subcontractor through UW/ABMSN Coach those whose community standings may need improvement based on a location’s use of UW Communicate the 90-day performance; highlight the value derived from UW based on activity Provide visibility to performance metrics Conduct Quality Review and follow continuous improvement process If incorporated into KPIs or performance reviews, monitor performance and implement continuous improvement methods Page 3 of 5

CONTROLLED DOCUMENT: WI-ABM-1125

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 ABMSN, ABM Service Network Admin Portal UW, Unified Workforce UW Components

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME QMS-ABM-0005 UW Quality Manual UW Quality Manual – ABM Service Network

LOCATION http://www.abmlq.com/qualitymanualuw http://www.abmlq.com/qualitymanualsn

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE

LOCATION

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS ABMSN Contractor Profile Platform (CPP)

LOCATION http://servicenetwork.abm.com

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

1.0 01/09/15 Mm/dd/yy

Procedure Title: ABM Service Network Usage and Adoption

Page 4 of 5

CONTROLLED DOCUMENT: WI-ABM-1125

QMS STANDARDS

DOCUMENT AUTHOR: Greg Lush

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0

SECTION / PARAGRAPH CHANGED All

CHANGE MADE

Initial Entry

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

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS

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

ABMSN SVP, VP, and Program Manager ABMLQ, Senior Vice President ABMLQ 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: MIKE WALKER BUSINESS UNIT: ABM

TITLE: PROG DIR, EMERGING INNOVATIONS SIGNATURE: ELECTRONIC APPROVAL

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

Procedure Title: ABM Service Network Usage and Adoption

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