Uw quality manual work activity client

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

Unified Workforce Quality Manual Work Activity, Client 2015 3.8 Work Activity, Client (E’Service)

Description: One point of perspective for our office and client UW participants aggregating work activity from numerous transactional work order management systems.

Purpose: “Where is my tech” is the fundamental question addressed with E’Service. A simplified tool which allows users to view current, past and present work activities for their site locations or office crews.

Functions: Client role interface for all WOM

Profile set primary zip filtering

Dynamic BI, Metropolis cases – vignettes

Profile set top ten zip filtering (portfolio)

Historical work activity access

Real time work activity status

Integrated search function

Tile clustering, contextual insight

1

Unified Workforce Quality Manual Work Activity, Client 2015 Office role interface for all WOM

Work request creation

1.

Client role interface for all WOM UW aggregates work activity for a client across their portfolio which in many cases consist of numerous transactional work order management systems.

2.

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) are displayed via UW tiles on UW screens.

3.

Historical work activity access Ability to look back, across any connected transactional work order management, and pull history on work activities for your associated site(s).

4.

Integrated search function Leveraging charm logic (as with Windows 8 computers) search is pulled out from the right hand charm bar and provides simple and detailed search capability.

5.

Office role interface for all WOM Office based users leverage this information to view the latest happenings at any given site.

6.

Profile set primary zip filtering It is critical to always know your best working and data "zone" so the opportunities and information are within proximal reach.

7.

Profile set top ten zip filtering (portfolio) Working with the primary zip these additional zip codes allow users to view data across portfolios.

8.

Real time work activity status Spanning from hopper activity (those pushed to the hopper) to work activity (after the field has "checkedin") the robust UW middleware platform is tirelessly updating status changes for all connected systems.

In addition to the systems updates, notifications are sent via the UW message buss.

9.

Tile clustering, contextual insight

“Show me what I didn't think I even needed to know and within context!� For instance, it is likely you are traveling here because you are wondering "where is my service worker"? Immediately surrounding the launch tile you will see the "alerts" tile to show you traffic, weather, and disasters. Showing you this information will assist in better answering your fundamental question of service worker whereabouts.

10.

2

Work request creation Quick form used to request service at a site.

CONTROLLED DOCUMENT: WI-ABM-1113

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: Client Work Activity - Onboarding

AREA: Operations TYPE OF PROCEDURE:

Profile Customer

DOCUMENT NUMBER: WI-ABM-1113 REVISION: 1.1

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Released 03/05/15 03/05/15

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE The delivery of products and services starts and ends with the Client. Their role and participation in a work activity cycle provide access to timely information to eliminate the age-old question in the service industry: “Where’s my tech?” In the UW Client Work Activity component, clients have access to work activity for their entire portfolio regardless of the originating transactional work order management systems. Client Work Activity is a simplified tool that allows users to submit new service requests and view current, past, and present work activities for the client’s site locations or office crews.

The effective use of any solution is dependent on a proper onboarding process, especially when external users such as Clients are involved. This Work Instruction (WI) defines the onboarding process of Client Work Activity in UW. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES   

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

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

Procedure Title: Client Work Activity Onboarding

Page 1 of 6

CONTROLLED DOCUMENT: WI-ABM-1113

QMS STANDARDS

3.0 PROCEDURE (SOP OR WI STEPS) 3.1 AREAS OF ONBOARDING The onboarding process for Client Work Activity includes the following areas:  Access to Unified Workforce o Client Work Activity (eService) o Learning Management (The Learning Spot)  Integration to Work Order Management System o Prerequisite: Implementation of UW at Locations in Client’s Portfolio  Communication  Training  Support 3.2 FIELD WORK ACTIVITY AND WORK ACTIVITY QUEUE Typically, the use of UW for work activity management begins with Field Work Activity (WA). UW members can use Field WA without the Queue. However, the Queue can’t be used without Field WA. In other words, the onboarding process when using UW for work activity management begins with Field WA. In order for users to leverage Client Work Activity, one or more of the locations in their Portfolio must already be using UW Field Work Activity. The use of the Queue is not required for a Client to participate in UW. 3.3 TYPES OF ONBOARDING There two types of onboarding methods into UW and Client Work Activity:  By Location or Division – as part of an implementation initiative; see Section 3.5 on the step-by-step process for onboarding a location or division.  By Individual User (new or existing Client) – see Section 3.6 on the step-by-step process for onboarding a new hire.

3.4 CONFIGURATION The configuration of information in the UW Admin Portal works hand-in-hand with the onboarding process. This is a critical step that is performed by the UW Support Team with information that can be derived from the work order management system and batch user import process or as provided by the ABM office and location. See Section 5.0 to read WI-ABM-1114 Client Work Activity – UW Configuration for additional information.

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

STEP 1.

2.

WHAT Follow process for integration of transactional work order management system (WOM) with UW Initiate use of Dynamic Work Activity or implement the use of a transactional

WHEN If one is already in use

COMPETENCY (WHO) UW Support Team WOM Administrator

HOW (TOOLS) WI-ABM-1111 UW Configuration Field Work Activity

If location is not currently using a transactional WOM system

UW Support Team

WI-ABM-1111 UW Configuration Field Work Activity

Procedure Title: Client Work Activity Onboarding

Page 2 of 6

CONTROLLED DOCUMENT: WI-ABM-1113

WHAT work order management system 3. 1Follow UW Location . Onboarding Process (includes batch import process)

QMS STANDARDS

STEP

WHEN

COMPETENCY (WHO)

Before initial use of UW by employees

> UW Support Team > LQ Team/Project Manager > Location or Solution Supporters UW Support Team WOM Administrator

4.

Obtain and scrub Client data for import into UW

Before initial use of UW by Clients

5.

Series of communication is initiated (1, 2 and 3 of 6)

6.

Training is scheduled and completed

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

7.

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

8.

Initial log in of users

9.

Support process is followed

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

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

Location or Solution Supporters

HOW (TOOLS)

WI-ABM-1103 UW Onboarding Location

Options: 1. Manual process through import file 2. Through existing WOM system Email communication series

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

Web conference

End Users

QuickTip: Logging into UW for the first time

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

WI-ABM-1551 UW Support and Notifications

Email communication series

Email communication series

3.6 ONBOARDING INDIVIDUAL OR NEW CLIENTS When new individual users need access to UW Client Work Activity, outside of an initiative to deploy UW to an entire location or division, the following steps must be followed: STEP

WHAT

1. 1Send . communication to new client or new UW user that guides them on the registration process

WHEN At Start Date

Procedure Title: Client Work Activity Onboarding

COMPETENCY (WHO) Location or Solution Supporters

HOW (TOOLS) Email communication templates

Page 3 of 6

CONTROLLED DOCUMENT: WI-ABM-1113

STEP

QMS STANDARDS

WHAT

WHEN

COMPETENCY (WHO) New User

HOW (TOOLS)

2.

Registration process is followed

As required

3.

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

Upon receipt of registration

UW Support Team

Manual process

To complete process

UW Support Team

Email Template

To complete process

New User

QuickTip: Logging into UW for the first time

Support process is followed

Long-term use of UW

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

WI-ABM-1551 UW Support and Notifications

4.

5.

6.

QuickTip: How to create a new UW account

WI-ABM-1115 Client Work Activity Usage and Adoption

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 Admin Portal Field Work Activity QuickTips Transactional Work Order Management (WOM) UW, Unified Workforce WI, Work Instruction Work Activity Queue

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1102 UW Onboarding Locations WI-ABM-1551 UW Support and Notifications WI-ABM-1114 Client Work Activity Configuration WI-ABM-1115 Client Work Activity Usage and Procedure Title: Client Work Activity Onboarding

LOCATION http://www.abmlq.com/wiabm1102 http://www.abmlq.com/wiabm1551 http://www.abmlq.com/wiabm1114 http://www.abmlq.com/wiabm1115 Page 4 of 6

CONTROLLED DOCUMENT: WI-ABM-1113

QMS STANDARDS

DOCUMENT NAME Adoption

LOCATION

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

LOCATION http://www.abmlq.com/wiabm1113a http://www.abmlq.com/wiabm1102a http://www.abmlq.com/firstuwlogin

QuickTip – How to log into UW in Outline Mode

http://www.abmlq.com/uwoutlinemode

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Unified Workforce

LOCATION https://unifiedworkforce.abm.com

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

1.1 03/05/15 02/12/15

DOCUMENT AUTHORS: Melissa Cipriani; Greg Lush

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1

SECTION / PARAGRAPH CHANGED All All

CHANGE MADE

Initial Entry Prepare for release

Procedure Title: Client Work Activity Onboarding

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

Page 5 of 6

CONTROLLED DOCUMENT: WI-ABM-1113

QMS STANDARDS

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

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

SECOND APPROVER NAME: MATT SEXTON BUSINESS UNIT: ABM

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

THIRD APPROVER NAME: BUSINESS UNIT: TITLE: SIGNATURE:

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

Procedure Title: Client Work Activity Onboarding

Page 6 of 6

CONTROLLED DOCUMENT: WI-ABM-1114

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: Client Work Activity - Configuration

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1114 REVISION: 1.1

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Released 03/05/15 03/05/15

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0

PURPOSE/SCOPE The delivery of products and services starts and ends with the Client. Their role and participation in a work activity cycle provide access to timely information to eliminate the age-old question in the service industry: “Where’s my tech?” In the UW Client Work Activity component, clients have access to work activity for their entire portfolio regardless of the originating transactional work order management systems. Client Work Activity is a simplified tool that allows users to submit new service requests and view current, past, and present work activities for the client’s site locations or office crews.

The effective use of Client Work Activity starts with a comprehensive onboarding and configuration process. The configuration of specific settings, rules and fields in the UW Admin Portal before a set of users or a specific location begin their use of UW is a critical step to ensuring the complex algorithm that enables the various work activity features and functions are in place.

This Work Instruction (WI) defines the configuration process when implementing Client Work Activity through Unified Workforce. See Section 5.0 to read the Client Work Activity onboarding process defined in WI-ABM-1113.

2.0

RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES    

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

Procedure Title: Client Work Activity Configuration

Page 1 of 6

CONTROLLED DOCUMENT: WI-ABM-1114

QMS STANDARDS

2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of Learning and Quality is the point of escalation for all matters contested or inquired upon this WI. 3.0 PROCEDURE (SOP OR WI STEPS) 3.1 AREAS OF CONFIGURATION The configuration process for Client Work Activity includes the following areas:  Integration to Work Order Management System o Equipment (assets) o TNT Table Update o Work Tasks  Admin Portal Updates – User Profile o Role o Location(s) o User Attribute o External Application 3.2 FIELD WORK ACTIVITY AND WORK ACTIVITY QUEUE Typically, the use of UW for work activity management begins with Field Work Activity. UW members can use Field Work Activity without the Queue. However, the Queue cannot be used without Field Work Activity. Therefore, this WI defines the configuration of Client Work Activity which may or may not include the use of the Work Activity Queue.

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

Examples of a full WOM system in use today at ABM include Corrigo, FieldCentrix and Maximo. Another option is to implement the use of a new work order management system where none existed before.

3.3 INTEGRATION TO TRANSACTIONAL WORK ORDER MANAGEMENT SYSTEM During the configuration process Client Work Activity, the UW Support Team will enable the integration of the existing WOM system with UW. Work orders that are generated from the WOM system will automatically appear in the Field Work Activity component and in the Queue if it is opted for use.

For more information about the Field Work Activity and Work Activity Queue, please go to Section 5.0 to view the related Work Instructions including the configuration of the transactional work order management system in place.

3.4 ADMIN PORTAL UPDATES 3.4.1

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

Procedure Title: Client Work Activity Configuration

Page 2 of 6

CONTROLLED DOCUMENT: WI-ABM-1114

   

Business Type Industry Market Location

QMS STANDARDS

 Office  Role  Service

The user’s profile information listed above can be obtained either through a self-registration process or a batch import process when an entire location is implementing the use of work activity in UW. See Section 5.0 to read related onboarding work instructions.

3.5 CONFIGURATION - INITIAL USE BY AN ORGANIZATION The configuration of Client Work Activity and all other UW Components take place in the UW Admin Portal. It is where points of configuration for the UW platform are managed, adjusted and displayed.

This administrative interface eliminates the use of third party partners to make adjustments or configure certain settings in the platform. Office (where service is administered), entity, and performance components are all available via the Admin Portal. The list of features below must be reviewed and adjusted as required when configuring Client Work Activity for the first time. If satisfactory to the organization’s needs, the default configurations can be kept where applicable.

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 role interface for all WOM Profile set primary zip filtering Dynamic BI, Metropolis cases – vignettes

Profile set top ten zip filtering (portfolio)

Historical work activity access

Real time work activity status

Integrated search function

Tile clustering, contextual insight

Office role interface for all WOM

Work request creation

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

Feature

Function

Configuration/Review Steps

Client role interface for all WOM

UW aggregates work activity for a client across their portfolio which in many cases may consist of numerous transactional work order management systems.

Configure all WOM systems with UW if locations are already using one. If not, introduce use of Dynamic Work Activity or implement the use of a new WOM system.

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 user-relevant information. This information (agents) are 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 can be reviewed or Metropolis can be modified to suit their business.

Historical work activity access

Ability to look back, across any connected transactional work order management system, and pull history on work activities for a client’s your associated locations.

Associate all locations to each Client as required.

Work request creation

Quick form to submit a service request at a specific location.

Configure WOM system if one exists

Procedure Title: Client Work Activity Configuration

Page 3 of 6

CONTROLLED DOCUMENT: WI-ABM-1114

QMS STANDARDS

3.6 CONFIGURATION BY LOCATION 3.6.1

End Users - Client

STEP

WHAT

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

1.

1Follow UW onboarding . process

After transactional WOM system has been integrated with UW

New UW members UW Support Team

WI-ABM-1102 WI-ABM-1104 WI-ABM-1103 WI-ABM-1113

2.

Change user status to Active Update user profile: role = Client Associate all locations from Client’s portfolio Send welcome email to user LLog into UW o

Configuration

UW Support Team

Admin Portal

Configuration

UW Support Team

Admin Portal

Configuration

UW Support Team

Admin Portal

Configuration

UW Support Team

To view work activity

End Users

http://www.abmlq.com/ uwemailtemplates http://www.abmlq.com/ firstuwlogin

3.

4.

5.

6.

http://www.abmlq.com/ uwoutlinemode

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 Corrigo Field Work Activity FieldCentrix Maximo Onboarding UW, Unified Workforce WOM, Work Order Management Work Activity Queue

Procedure Title: Client Work Activity Configuration

Page 4 of 6

CONTROLLED DOCUMENT: WI-ABM-1114

QMS STANDARDS

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1108 Field Work Activity Onboarding WI-ABM-1111 Field Work Activity Configuration WI-ABM-1105 Work Activity Queue Onboarding WI-ABM-1107 Work Activity Queue Usage and Adoption WI-ABM-1110 Work Activity Queue Configuration WI-ABM-1551 UW Support and Notifications WI-ABM-1113 Client Work Activity Onboarding WI-ABM-1115 Client Work Activity Usage and Adoption UW Configuration Reference Guide

LOCATION http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1105 http://www.abmlq.com/wiabm1107 http://www.abmlq.com/wiabm1110 http://www.abmlq.com/wiabm1551 http://www.abmlq.com/wiabm1113 http://www.abmlq.com/wiabm1115 http://www.abmlq.com/uwreference01

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE QuickTip: Logging into UW for the First Time

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

QuickTip – How to log into UW in Outline Mode Video: What is UW?

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

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Unified Workforce

LOCATION https://unifiedworkforce.abm.com

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

1.1 03/05/15 02/12/15

DOCUMENT AUTHORS: Melissa Cipriani

Procedure Title: Client Work Activity Configuration

DOCUMENT MANAGER: Melissa Cipriani

Page 5 of 6

CONTROLLED DOCUMENT: WI-ABM-1114

QMS STANDARDS

REASON FOR CHANGE:

Revision 1.0 1.1

SECTION / PARAGRAPH CHANGED All All

CHANGE MADE

Initial Entry Prepare for release

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

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

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

SECOND APPROVER NAME: MATT SEXTON BUSINESS UNIT: ABM

THIRD APPROVER NAME: MIKE WALKER BUSINESS UNIT: ABM

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

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

Procedure Title: Client Work Activity Configuration

Page 6 of 6

CONTROLLED DOCUMENT: WI-ABM-1115

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: Client Work Activity – Usage and Adoption

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1115 REVISION: 1.1

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Released 03/05/15 03/05/15

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0

PURPOSE/SCOPE In the UW Client Work Activity component, clients have access to work activity for their entire portfolio regardless of the originating transactional work order management systems. Client Work Activity is a simplified tool that allows users to submit new service requests and view past and present work activities for the client’s site locations or office crews.

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 Client Work Activity, it is even more so. Any new concept can benefit from a deliberate process of compelling adoption.

This Work Instruction (WI) defines the usage and adoption of Client Work Activity, specifically::  Access to UW and Client Work Activity  Adoption o Goals of Adoption o Practical Application  Usage o Users of Client Work Activity o Features o Viewing Work Activity o Submitting a Service Request

2.0

RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES    

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

Procedure Title: Client Work Activity Usage and Adoption

Page 1 of 8

CONTROLLED DOCUMENT: WI-ABM-1115

QMS STANDARDS

2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of Learning and Quality is the point of escalation for all matters contested or inquired upon this WI. 3.0 PROCEDURE (SOP OR WI STEPS) 3.1 ACCESS TO CLIENT WORK ACTIVITY THROUGH UW: Any user through a registration process can gain access to Client Work Activity via Unified Workforce or UW. The single-sign on feature of UW allows a user to have access to several UW components including TLS, regardless of whether ABM credentials have been issued. First time users of UW are advised to follow the instructions in this QuickTip: http://www.abmlq.com/firstuwlogin 3.2 ADOPTION In technology, adoption means the transfer between an old system and a target system by 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.

3.2.1

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-1110 UW Configuration – Hopper Work Activity and WI-ABM-1003 Unified Workforce Quality Review for additional information.

Minimize user issues with proper training and onboarding process

Provide visibility to usage metrics

3.2.2

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 Client Work Activity:

Phase

Level

Planning

Division

Implementation

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

Procedure Title: Client Work Activity Usage and Adoption

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Deployment

Location

PostDeployment

Location

Stabilization

Location, Division and Organization

QMS STANDARDS

 Deliver orientation, training and onboarding to end users  Reinforcement of training and support resources by UW Support Team and Solution Supporters  Include the merits of UW and all its components, including Client Work Activity in the sales presentation process  Solution Supporters should monitor usage of Client Work Activity and review with operations or sales personnel  Compel usage through a process dependency  Market the use of UW for placing service requests for non-urgent services  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 Onboarding Formal Learning.

3.3 MASS COMMUNICATION TO TARGET AUDIENCE An equally important aspect of onboarding and user adoption, is providing awareness to the affected or target audience in a timely and sequential manner. To this end, a series of email announcements are used to prepare new TLS users and also get them excited about the release of a new solution or new learning content. There are six announcements available as email templates with each serving a different purpose – see Section 5.0 to read WI-ABM-1113 Client Work Activity Onboarding, a work instruction that details communication as part of the onboarding process.

3.4 USERS OF CLIENT WORK ACTIVITY The cycle of providing any type of service begins and ends with the client. Their participation in the work activity management process of UW can provide them with current information specific to the properties in their portfolio. Of course, the service cycle cannot be complete without the field and office workers. In UW, the users of the Client Work Activity component are:  Client (external user)  Office Worker (internal user) 3.5 FIELD AND QUEUE WORK ACTIVITIES Typically, the use of UW for work activity management begins with Field Work Activity. UW members can use Field Work Activity without the Hopper. However, the Hopper cannot be used without Field Work Activity. Therefore, this WI defines the use of Client Work Activity which may or may not include the use of the Hopper Work Activity by the locations in their portfolio. In order to use the Work Activity components of UW, the users must already have an external work order management (WOM) system in place. In cases where none exists or implementing one is not an option, UW has a native light version known as Dynamic Work Activity that can be used instead.

Examples of a full WOM system in use today at ABM include Corrigo, FieldCentrix and Maximo.

Another option is to implement the use of a new work order management system where none existed before.

Therefore, the use of Client Work Activity is dependent upon the implementation of Field Work Activity and configuration of all existing transactional management systems that are in use by services contracted by a Client in all their locations.

3.5.1

SHUFFLE, CLIENT PRIORITY MODIFICATION Included with the use of the Queue is the client’s ability to shuffle the priority of their work activities. Modifying the priority of an activity modifies the notification ramp. This is referred to as the shuffle dispatch variant. To learn how this feature works, see Section 5.0 to read WI-ABM-1107 Work Activity Queue Usage and Adoption.

Procedure Title: Client Work Activity Usage and Adoption

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QMS STANDARDS

3.6 CLIENT WORK ACTIVITY FEATURES The features listed below provide Clients with the ability to view work activity at their fingertips.

Client role interface for all WOM

Profile set primary zip filtering

Dynamic BI, Metropolis cases – vignettes

Profile set top ten zip filtering (portfolio)

Historical work activity access

Real time work activity status

Integrated search function

Tile clustering, contextual insight

Office role interface for all WOM

Work request creation

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

3.7 UW SCREEN Once logged into UW, the features available to a Client can provide access to past and present work activity at all the locations in their portfolio and be able to submit service requests. The image below is an example of the Client Work Activity “where’s my tech” screen, where users can view activity and submit requests.

The icons on the top and right side of the screen are known as charms. They provide filtered views and specific functions like submitting a service request. See Section 3.8 to learn how to navigate this screen. The table below defines the function of each charm:

Procedure Title: Client Work Activity Usage and Adoption

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Charm

QMS STANDARDS

Function

TOP, Left to Right: In Progress, All Active, Completed

Filters view according to work order status

Map View

Filters view of work orders on a map

List View

Returns to default list or all view

Create Request

Displays a form used to submit new service requests

Navigate to Geo

Displays the UW Geo (Location Based Services) element of UW

Global : RIGHT, Top to Bottom Search

An advanced work activity search feature that provides filtering options

Home

Returns to Home Screen

Navigate

Shows a number to help users navigate using the tile user interface

Settings

Provides options like Network, Refresh, Status and Logout

3.8 USAGE OF CLIENT WORK ACTIVITY 3.8.1 STEP

VIEW ACTIVITY WHAT

1.

1Follow UW onboarding . process

2.

LLog into UW o

3.

WHEN After transactional WOM system has been integrated with UW – first time users To view work activity

COMPETENCY (WHO)

WI-ABM-1102 WI-ABM-1104 WI-ABM-1103 WI-ABM-1113

Client

http://www.abmlq.com/ firstuwlogin

Click: > my role > [client] work activity tile > launch tile > run “where’s my tech” list will come up – click on work order number (wo#) to view additional information

To view activity

Client

To see a specific activity

Client

5.

Click left pointing arrow

Expose charms and/or menu options

Client

6.

Click on each charm

Client

7.

Click right pointing arrow

To filter views or perform an action when required To log out

4.

Procedure Title: Client Work Activity Usage and Adoption

HOW (TOOLS)

New UW members UW Support Team

http://www.abmlq.com/ uwoutlinemode QuickTip: UW User Interface http://www.abmlq.com/ qtuwinterface

Info displayed: 1.Bill to customer 2.Caller Name 3.Customer PO# 4.Contract # 5.Equipment info 6.Status 7.Reported date 8.Business Unit 9.Location Charms displayed are shown in Section 3.7 above.

Client

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3.8.2 STEP 1.

SUBMIT SERVICE REQUEST WHAT

1Follow steps 2 thru 5 . above

WHEN

COMPETENCY (WHO)

To expose charms as required

Client

2.

Click “Create Request” charm

To submit a service request

Client

3.

Fill out request for service form, then click Submit

To submit a service request

Client

4.

View field work activity list Schedule or dispatch as required RRepeat steps 2 thru 5 to eview activity p

To view a new service request To perform service

Office Worker

Check on service status

Client

5.

6.

4.0

QMS STANDARDS

HOW (TOOLS) Charms displayed are shown in Section 3.7 above.

Form includes: 1.Requestor name 2.Request type 3.Priority 4.Target Time 5.Building Name 6.Client Name 7.Zip Code 8.Description 9.Notes

Office Worker

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 Corrigo Field Work Activity FieldCentrix Hopper Work Activity Maximo Onboarding UW, Unified Workforce WOM, Work Order Management

Procedure Title: Client Work Activity Usage and Adoption

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QMS STANDARDS

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1108 Field Work Activity Onboarding WI-ABM-1111 Field Work Activity Configuration WI-ABM-1105 Hopper Work Activity Onboarding WI-ABM-1107 Hopper Work Activity Usage and Adoption WI-ABM-1110 Hopper Work Activity Configuration WI-ABM-1551 UW Support and Notifications WI-ABM-1113 Client Work Activity Onboarding WI-ABM-1115 Client Work Activity Usage and Adoption QMS-ABM-0005 UW Quality Manual

LOCATION http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1105 http://www.abmlq.com/wiabm1107 http://www.abmlq.com/wiabm1110 http://www.abmlq.com/wiabm1551 http://www.abmlq.com/wiabm1113 http://www.abmlq.com/wiabm1115 http://www.abmlq.com/qmsabm0005

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE QuickTip: Logging into UW for the First Time

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

R-WI-ABM-1105-8 QuickTip – How to log into UW in Outline Mode Video: What is UW?

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

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Unified Workforce

LOCATION https://unifiedworkforce.abm.com

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

1.1 03/05/15 02/12/15

Procedure Title: Client Work Activity Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1115

QMS STANDARDS

DOCUMENT AUTHORS: Melissa Cipriani; Greg Lush

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1

SECTION / PARAGRAPH CHANGED All All

CHANGE MADE

Initial Entry Prepare for release

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

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

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

SECOND APPROVER NAME: MATT SEXTON BUSINESS UNIT: ABM

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

THIRD APPROVER NAME: MIKE WALKER BUSINESS UNIT: ABM

TITLE: MANAGER, EMERGING INNOVATIONS SIGNATURE: ELECTRONIC APPROVAL

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

Procedure Title: Client Work Activity Usage and Adoption

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