Uw quality manual work activity field by ABMLQ

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

Unified Workforce Quality Manual Work Activity, Field φτυω 3.9 Work Activity, Field

Description: Work activity interaction for field labor resources with transactional WOM system (s). This device and operating system agnostic tool allows field personnel to check in and out of work activity, see related activity data, check into equipment, list materials, locate location based subject matter experts and compete for four overall social awards (efficient, effective, equipped and overall). Purpose: Simplified interface which will allow many locations still strapped to paper based mobile solutions to engage in UW and Social Dispatch. Collective intelligence, friendly competition to compel productive behavior and the ability to leverage face-2-face and digitally based contextual insight are some of the main reasons for Social Compulsion.

Unified Workforce Quality Manual Work Activity, Field φτυω Functions: Behavioral modification

Field role interface for all WOM

Profile set primary zip filtering

Check in, check out

Field selected work activity (UW Queue)

Profile set top ten zip filtering (portfolio)

Color coded work list

Historical work activity access

Subcontractor management (local labor)

Competitive framework, local labor

Immediate awards leader feedback

Tasks, equipment

Competitive framework, peer to peer

Integrated contextual learning

Tasks, work activity

Continuous learning loops

Integrated materials procurement

UW contextual learning

Continuous quality loops

Journal based, multi-thread notes

UW standing inputs * http://www.abmlq.com/uwpoints

Dynamic BI, Metropolis Cases – vignettes

Local labor management (subs)

Work activity, auto check out

Dynamic BI, productivity awareness real time

Location defined behavioral parameters

Work activity, company assignment

Dynamic BI, personal work performance

Offline work activity

Work activity, field generated

Dynamic BI, team work performance

Office assigned work activity

Work activity, individual assignment

Dynamic crew status

One click activity entry from work list

Work activity, multi-user simultaneous engagement

Dynamic SME

Optimized activity status types

Work activity, offline

Equipment (assets)

Productivity based awards, equipment, allotted vs used, incomplete activities

Work activity type to SME

Expandable charm based user interface

Productivity based awards pay period auto reset

Work activity, user presence

Behavioral modification Traditional work order systems isolate the work activities. However, field service personnel are inherently competitive. The UW field work activity process allows for users to compete with one another on a pay period reset point in time. These efficient, effective and equipment awards constantly compel behavior. Visible in almost all screens users are reminded of their performance for themselves as well as how their team mates (connecting to a common office) are performing, by the work activity.

Check in, check out Quick and efficient process for engaging with a work activity from the auto updated work list. Both functions provide exact time and date capturing.

Color coded work list The logic is to visually allow new work activities that need to be addressed are blue. Incomplete work activity are red to bring special attention to items which need to be completed. Blue, you do. Red, don't let these be dead.

Unified Workforce Quality Manual Work Activity, Field φτυω 4.

Competitive framework, local labor Woven into the core design of UW is the ability for companies to compete with one another based on work activity performance. Visible in almost all screens users are reminded of their performance for themselves as well as how their team mates (connecting to a common office) are performing, by the work activity.

Competitive framework, peer to peer Woven into the core design of UW is the ability for individuals to compete with one another based on work activity performance. Visible in almost all screens users are reminded of their performance for themselves as well as how their team mates (connecting to a common office) are performing, by the work activity.

Continuous learning loops Learning is grouped within ABM between formal and dynamic. Formal learning drives a learner through a pre-determined path. Dynamic learning allows the learner to consume and contribute experience throughout their interaction with the UW platform. x Formal | the UW learning engine is configured to place participants in one of three skill levels as related to industry - skill combinations. Within the skill levels (fundamental, proficient, expert) up to ten levels may be obtained. Our learning engine constantly challenges the learners to "climb the learning ladder" x Dynamic | contextual learning, agents feeds on active tiles are just a couple of the tools provided within UW which are constantly collecting and distributing experiential "tribal knowledge".

Continuous quality loops UW tiles, agents, connected abmlq.com groups / forums provide an environment which supports both success and failure loops. Commonly quality falls when service workers are isolated from one another, UW platform provides common and persistent communication vehicles

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.

Dynamic BI, productivity awareness real time Driving an employee back to a dashboard, which contains information which has some "aged perspective" does nothing for me RIGHT NOW. Consider this, if the highway patrol had a dashboard, which you could check when you got home to see where they were stationed on the road, would that actually change your driving behavior? The use of UW tiles and agents to provide contextual data to the field worker in the interface is where you can influence real change

10.

Dynamic BI, personal work performance Allotted versus used time metrics for the individual is front and center. Performance is relative. If an individual does not have visibility to their performance, how are we to expect any increase in performance. This information is displayed via UW tiles on UW screens. UW tiles are strategically placed to provide the greatest contextual insight.

11.

Dynamic BI, team work performance Allotted versus used time metrics for the team (service workers related to a common office) is front and center. Individuals, especially high performers, may become complacent without the ability to compare

Unified Workforce Quality Manual Work Activity, Field φτυω themselves to other team members. This information is displayed via UW tiles on UW screens. UW tiles are strategically placed to provide the greatest contextual insight. 12.

Dynamic crew status Real time access to see which service employees are working at this point in time. While UW boasts the ability to cultivate "tribal knowledge" talking to a co-worker often fills in between the lines.

13.

Dynamic SME (subject matter experts) As with many functions within the UW platform the user does not go out of their way to provide input data. When a field service worker opens a work activity and interacts with an asset (equipment) they are tagged with an experience mark. Down the road when a work activity is sent to another worker they can see all of those which have ever checked into the asset. You would be amazed what this does to a working team, allows movement of workers across sites which promotes enhanced quality, provides a direct line to the person with the most experience.

14.

Equipment (assets) Associated to the work activity by the transactional work order system (WOM) and passed through UW to the field work activity application and back to the transactional WOM.

15.

Expandable charm based user interface Three types of charms are used across all UW screens, global (right), subordinate (top) and functional (bottom). Charm bars are contextual and not all appear at every screen. Example: Client has a proprietary bar code system which they would like used in conjunction with the UW field work activity application. A charm is added (subordinate) and associated to the UW field work activity without any modification to any existing systems.

16.

Field role interface for all WOM The UW field role establishes what agents, tiles, screens appear to manage the users experience

17.

Field selected work activity (UW hopper) Dispatch "pull" variant allows the field; based on their proximity, skill level and other variables pickup and commit to available activity. The office service worker assigns the activity to "UW Hopper" in their transactional work order management system.

18.

Historical work activity access (two periods) Field service worker has the ability to access their completed work activity from the last two pay periods

19.

Immediate awards leader feedback Three awards are sought indirectly by the service worker. As points are gathered by work activity a "gold cup" appears next to the workers name showing all other team members that they are the overall leader at that point in time.

20.

Integrated contextual learning Inside of a work activity and at the equipment screen the option is presented to bridge to the rich media collaboration tool via the top charm bar

21.

Integrated materials procurement (ABM GPO) Inside of a work activity and at the main screen or equipment level the option is presented to bridge to the materials procurement via the top charm bar

Unified Workforce Quality Manual Work Activity, Field φτυω 22.

Journal based, multi thread notes Comments / Notes on the work activity allow "per check-in" notes to be captured and reviewed as a threaded view

23.

Local labor management (subs) Work activity, as elected by the sub-contractor may be distributed to an office person (dispatcher) or directly to the field service worker (s)

24.

Location defined behavioral parameters Contained within the UW user profile a primary and alternate zip codes are stored. Work activity candidates use this information to filter out those not within optimum proximal range. UW offices (where service work is administered) may adjust the default 30 mile radius.

25.

Off line work activity Items in the work and historical list while connected are automatically cached locally for access in casually connected environments. All functions are available while off line for those items on the device at the last point of connection.

26.

Office assigned work activity Traditional model referred to in UW as "dispatch "push" variant". This allows the office service worker the ability to assign a work activity directly to a field service resource.

27.

One click activity entry from work list Quick access for the field service worker to the check-in process is essential as we want their days filled with back to back work activity

28.

Optimized activity status types Three, very simple status types are provided, complete, incomplete - will return soon, and incomplete need parts

29.

Productivity based awards, equipment, allotted vs. used, incomplete activities Driving an employee back to a dashboard, which contains information which has some "aged perspective" does nothing for me RIGHT NOW. Consider this, if the highway patrol had a dashboard, which you could check when you got home to see where they were stationed on the road, would that actually change your driving behavior? The use of UW tiles and agents to provide contextual data to the field worker in the interface is where you can influence real change.

30.

Productivity based awards pay period auto reset The office specifies their pay periods, generally one or two weeks. Based on that specification the UW field work activity system stores historical information for that period x two.

31.

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

Unified Workforce Quality Manual Work Activity, Field φτυω 32.

Profile set top ten zip filtering (portfolio) Working with the primary zip these additional zip codes allow users to view data across portfolios. For the field role additional zips can be used to "breadcrumb" where they would like to be notified of work activity opportunities.

33.

Sub-contractor management (local labor) Work activity, as elected by the sub-contractor may be distributed to an office person (dispatcher) or directly to the field service worker (s)

34.

Tasks, equipment Common list of tasks which are pulled over from the transactional work order management system related to the asset. These tasks may be individually checked off as well as a "check all" function.

35.

Tasks, work activity Common list of tasks which are pulled over from the transactional work order management system related to the work activity. These tasks may be individually checked off as well as a "check all" function.

36.

UW Contextual learning Associated to all assets via the UW asset normalization table. Rich media (video, audio, pictures) is permanently connected to asset for current and future data entry and recall.

37.

UW standing inputs, 7 (local labor) | see all inputs: 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.

38.

Work activity, auto check out Commonly used with kiosk multi-company use of UW whereas if a sub-contractor fails to "check out" the UW field activity logic will check them out of the work activity (typically using a 30 minute buffer). Items using this machine based check out function are noted on the weekly audit review of UW activity for the office location

39.

Work activity, company assignment When working with sub-contractors (local labor) we have the ability to send the work activity directly to the company (directed to the sub-contractors office employee(s)) or to a sub-contractors employee by name. Those items dispatched to a company the office communicates with the field and has the rights to adjust the work activity accordingly

40.

Work activity, field generated Field users may generate a work activity "on the fly" when they do not have activities to pull from the hopper or be pushed by an office user

Unified Workforce Quality Manual Work Activity, Field φτυω 41.

Work activity, individual assignment Also referred to as the "push" dispatch variant the transactional work order system assigns to a specific named user. All features (except the hopper) are available via UW. One note, an activity may start as a direct assign (push) and be modified with the office to a "pull" dispatch

42.

Work activity, multi user simultaneous engagement Especially handy with kiosk style UW tablet deployments where we are managing numerous subcontractors at a facility. Essentially the field work activity UW component allows and tracks time on multiple "in progress" activities simultaneously. An "auto check out" feature is also included, see function with this name.

43.

Work activity, off-line Work activity, from numerous transactional work order management systems, is managed in one field work activity screen named "work list". Items residing in the work list while connected to the internet will be available when disconnected (out of coverage). Users will have core functions provided which allow to check in, update tasks, check out as well as some feedback and SME data.

44.

Work activity type to SME A natural part of many work activities involves working on a piece of equipment (asset). As equipment is check into the user gets dynamic subject matter credit. The UW field work activity engine keeps track of these credits and shows these for other service employees represented as the most credits = equipment dynamic subject matter expert. Also see "work activity, user presence.

45.

Work activity, user presence The concept is to reach the person with the most experience on a piece of equipment, this is facilitated with a robust user status awareness and messaging buss.

CONTROLLED DOCUMENT: WI-ABM-1108

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Field Work Activity - Onboarding

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1108 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 Through Field Work Activity, Unified Workforce provides a work activity interaction for field labor resources with a transactional work order management system. The device and operating system agnostic tool allows field personnel to check in and out of work activity, see related activity data, check into equipment, list materials, locate location based subject matter experts and compete for four over all social awards (efficient, effective, equipped and overall). The effective use of any solution is dependent on a proper onboarding process. This Work Instruction (WI) defines the onboarding process of Field Work Activity in UW. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES x x x

It is the responsibility of all participants of UW and Field 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: Field Work Activity Onboarding

Page 1 of 6

CONTROLLED DOCUMENT: WI-ABM-1108

QMS STANDARDS

3.0 PROCEDURE (SOP OR WI STEPS) 3.1 AREAS OF ONBOARDING The onboarding process for Field Work Activity includes the following areas: x Access to Unified Workforce o Field Work Activity o Work Activity Queue (if leveraged) o Learning Management x Communication x Training x Support 3.2 FIELD WORK ACTIVITY AND HOPPER WORK ACTIVITY 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. 3.3 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 derived from the work order management system and batch user import process. See Section 5.0 to read WI-ABM-1111 UW Field Work Activity Configuration for additional information 3.4 TYPES OF ONBOARDING There two types of onboarding methods into UW and Field WA: x By Location or Division – as part of an implementation initiative; see Section 3.5 on the step-by-step process for onboarding a location or division. x By Individual User (New Hire) – see Section 3.6 on the step-by-step process for onboarding a new hire. 3.5 ONBOARDING BY LOCATION An office, location or division can be on boarded into UW in partnership with an EASI Location or Solution Supporter. This method can be the simpler way of provisioning access to UW for multiple numbers of users through a batch import process. It eliminates the need for each user (during the implementation process) to register individually. STEP 1.

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

WHEN Decision is made to start using the Queue

Integrate Work Order Management System (WOM) with UW Series of communication is initiated (1, 2 and 3 of 6)

When initiating the use of SC and SD

Implementation Phase – as prompted by LQ Team or Project Manager

Procedure Title: Field Work Activity Onboarding

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

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

Location or Solution Supporters

Email communication series

WI-ABM-1111 UW Configuration Field Work Activity

Page 2 of 6

CONTROLLED DOCUMENT: WI-ABM-1108

STEP 4.

QMS STANDARDS

WHAT Training is scheduled and completed

WHEN Deployment Phase

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

Initial log in of users

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

Support process is followed

PostDeployment

Send out final communication (6 of 6) – Mainstreamed

PostDeployment Phase

COMPETENCY (WHO) > LQ Team/Project Manager > Location or Solution Supporters > End Users Location or Solution Supporters

HOW (TOOLS) 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

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

WHAT

WHEN

COMPETENCY (WHO) Location or Solution Supporters

HOW (TOOLS)

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

At Start Date

Registration process is followed

At Start Date

New Hire

QuickTip: How to create a new UW account

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

Upon receipt of registration

UW Support Team

Manual process

To complete process

UW Support Team

Email Template

Procedure Title: Field Work Activity Onboarding

Email communication templates

Page 3 of 6

CONTROLLED DOCUMENT: WI-ABM-1108

QMS STANDARDS

Send training information on Solution Supporter role User logs into UW

If new hire is a Solution Supporter

Corporate Education Manager

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

To complete process

New Hire

QuickTip: Logging into UW for the first time

Support process is followed

Long-term use of UW

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

WI-ABM-1551 UW Support and Notifications

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE LEXICON LIBRARY LINK: LEXICON LIBRARY TERM ABM LQ, Learning and Quality Admin Portal Field Work Activity QuickTips TNT, Types Normalization Table 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

Procedure Title: Field Work Activity Onboarding

LOCATION http://www.abmlq.com/wiabm1102 http://www.abmlq.com/wiabm1551

Page 4 of 6

CONTROLLED DOCUMENT: WI-ABM-1108

QMS STANDARDS

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

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

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

http://www.abmlq.com/uwoutlinemode http://www.abmlq.com/uwqueueovervie wvideo http://www.abmlq.com/qmsabm0005 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1105 http://www.abmlq.com/wiabm1107

QMS-ABM-0005 UW Quality Manual WI-ABM-1111 UW Field Work Activity Configuration WI-ABM-1105 UW Work Activity Queue Onboarding WI-ABM-1107 UW Work Activity Queue Usage and Adoption WI-ABM-1110 UW Work Activity Queue Configuration WI-ABM-1551 UW Support and Notifications

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

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS R-WI-ABM-1105-3 TNT Table Excel File Unified Workforce

LOCATION http://www.abmlq.com/wiabm1105c https://unifiedworkforce.abm.com

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

1.2 03/05/15 02/16/15

DOCUMENT AUTHORS: Melissa Cipriani; Matt Sexton; Mike Walker

Procedure Title: Field Work Activity Onboarding

DOCUMENT MANAGER: Melissa Cipriani

Page 5 of 6

CONTROLLED DOCUMENT: WI-ABM-1108

QMS STANDARDS

REASON FOR CHANGE:

Revision 1.0 1.1 1.2

SECTION / PARAGRAPH CHANGED All All All

DATE OF REVISION MM/DD/YY

CHANGE MADE

Initial Entry Prepare for final review; update references of “Hopper” to “Queue” Prepare for release

08/20/14 01/15/15 03/05/15

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PERSONNEL IN THESE ROLES MUST BE NOTIFIED WHEN THIS WI IS UPDATED OR RE-RELEASED: ABMLQ, Senior Vice President ABMLQ Team ABMLQ UW Support Team 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 08/20/14 by Melissa Cipriani Document Modified on 01/15/15 by Melissa Cipriani Document Modified on 03/05/15 by Melissa Cipriani

Procedure Title: Field Work Activity Onboarding

Page 6 of 6

CONTROLLED DOCUMENT: WI-ABM-1111

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Field Work Activity Configuration

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1111 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 Through Field Work Activity, Unified Workforce (UW) provides a work activity interaction for field labor resources with a transactional work order management system. The device and operating system agnostic tool allows field personnel to check in and out of work activity, see related activity data, check into equipment, list materials, locate location based subject matter experts and compete for four overall social awards (efficient, effective, equipped and overall). The effective use of Field 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 begins their use of UW is a critical step to ensuring the complex algorithm that enables the various work activity features and functions are in place. This Work Instruction (WI) defines the configuration process when implementing Field Work Activity through Unified Workforce. See Section 5.0 to read WI-ABM-1108 Field Work Activity Onboarding.

2.0

RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES x x x x

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

Page 1 of 10

CONTROLLED DOCUMENT: WI-ABM-1111

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 WHAT IS FIELD WORK ACTIVITY? Field Work Activity provides a simplified interface which will allow many locations still strapped to paperbased mobile solutions to engage in UW and the Work Activity Queue. Collective intelligence, friendly competition to compel productive behavior and the ability to leverage face-2-face and digitally based contextual insight are some of the main reasons for Field Work Activity. 3.2 FIELD WORK ACTIVITY AND WORK ACTIVITY QUEUE Typically, the use of UW for work activity management begins with Field Work Activity. Field Workers can use Field Work Activity without the Queue. However, the Work Activity Queue cannot be used without Field Work Activity. Therefore, this WI defines the configuration of Field Work Activity which may or may not include the use of the Queue. The exception is that Office Workers and Clients can use the Queue without Field Work Activity to adjust work activity priority. In addition, Office Workers can also dispatch delegates and manipulate work activities in the Queue. In order to use the Work Activity components of UW, the users must already have an external work order management (WOM) system in place. In cases where none exists or implementing one is not an option, UW has a native light version known as “Dynamic Work Activity” that can be used instead. Examples of a full WOM system in use today at ABM include Corrigo, FieldCentrix and Maximo. Another option is to implement the use of a new work order management system where none existed before, which requires a great deal of effort that involves a collaborative and deliberate process of implementation. During the configuration process of the implementation Field Work Activity, the UW Support Team will enable the integration of the existing WOM system with UW. Work orders that are generated from the WOM system will automatically appear in the Field Work Activity component and in the Work Activity Queue if it is opted for use. For more information about the Work Activity Queue, please go to Section 5.0 to view these Work Instructions: x WI-ABM-1105 UW Work Activity Queue Onboarding x WI-ABM-1110 UW Work Activity Queue Configuration x WI-ABM-1107 UW Work Activity Queue Usage and Adoption 3.3 CONFIGURATION DEPENDENCIES 3.3.1

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

Procedure Title: Field Work Activity Configuration

Page 2 of 10

CONTROLLED DOCUMENT: WI-ABM-1111

x x x x x

QMS STANDARDS

x x x x

Base Proficiency Business Type Industry Market Location

Office (one noted as Primary) Proficiency Level Role Service

The userâ&#x20AC;&#x2122;s profile information listed above can be obtained either through a self-registration process or a batch import process when an entire location is implementing the use of work activity in UW. See Section 5.0 to read WI-ABM-1108 Onboarding Field Work Activity for more information. 3.3.2

Proficiency and Assessment During the on boarding process, a new user makes a "declaration" of industry, service, and skill level based on a default list of choices. It is likely, and expected, that users will have numerous industry - service - skill combinations (one combination noted as primary). The learning engine sees these as assessment requests and automatically routes an alert (via the UW message buss) to the user to take the qualifying assessment. The assessments essentially produce a competency model for a specific area of expertise (service, industry, and proficiency levels). Therefore, if the UW memberâ&#x20AC;&#x2122;s role is set as Field Worker, which means the potential to use work activity, his declaration will be also validated through the qualifying assessment that is conducted as part of the UW implementation process for a specific location. See Section 3.7.2 below to read how the qualifying assessment is produced and published to determine a specific competency model.

3.4 CONFIGURATION IN THE UW ADMINISTRATIVE PORTAL The configuration of information in the UW Admin Portal is a critical step that is performed by the UW Support Team with information derived from the work order management system and batch user import process. The key areas that need to be validated during the initial UW onboarding process in the Admin Portal include the items in this table: Section/Area Admin Portal | User Configuration Admin Portal | UW Logical Entities

Admin Portal | Skill

Admin Portal | Location

Procedure Title: Field Work Activity Configuration

Items Included or Data Source x From Batch Import or

x Registration Form

x x x x x x x x

x x x x x x x x x x x x

Service Industry Language Country State Proficiency Proficiency Level ANT (work activity assets)

x x x x

Location Primary (required) User Site Configuration CL Approver

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

x Industry x Service x Base Proficiency x x x x x

Corporation Business Market Office Dispatch Delegate

Proficiency Level Primary (required) User Site Configuration

Page 3 of 10

CONTROLLED DOCUMENT: WI-ABM-1111

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

QMS STANDARDS

x Zip Code x Default Date Internal x UW Tech ID

x Role x SD Access x User Site Configuration

x Application x Configuration x Value

x Synched x User Site Configuration

x x x x x x x x

Failure class code Failure class description Problem code Problem code description Normalized type Industry Service Skill

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

3.5 CONFIGURATION The configuration of Field Work Activity and all other UW Components take place in the UW Admin Portal. It is where points of configuration for the UW platform are managed, adjusted and displayed. This administrative interface eliminates the use of third party partners to make adjustments or configure certain settings in the platform. Office (where service is administered), entity, and performance components are all available via the Admin Portal. For example: Office - distance where the UW Queue filters available labor resources. See Section 5.0 to for additional information on the configuration process from the UW reference documentation. INITIAL USE BY AN ORGANIZATION OR SITE - The list of features below must be reviewed and adjusted as required when configuring Field Work Activity for the first time. If satisfactory to the organization or site’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. Behavioral modification

Field role interface for all WOM

Profile set primary zip filtering

Check in, check out

Field selected work activity (UW Queue)

Profile set top ten zip filtering (portfolio)

Color coded work list

Historical work activity access

Subcontractor management (local labor)

Competitive framework, local labor

Immediate awards leader feedback

Tasks, equipment

Competitive framework, peer to peer

Integrated contextual learning

Tasks, work activity

Continuous learning loops

Integrated materials procurement

UW contextual learning

Continuous quality loops

Journal based, multi-thread notes

UW standing inputs *

Dynamic BI, Metropolis Cases – vignettes

Local labor management (subs)

Work activity, auto check out

Dynamic BI, productivity awareness real time

Location defined behavioral parameters

Work activity, company assignment

Dynamic BI, personal work performance

Offline work activity

Work activity, field generated

Dynamic BI, team work performance

Office assigned work activity

Work activity, individual assignment

Dynamic crew status

One click activity entry from work list

Work activity, multi-user simultaneous engagement

Procedure Title: Field Work Activity Configuration

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CONTROLLED DOCUMENT: WI-ABM-1111

QMS STANDARDS

Dynamic SME

Optimized activity status types

Work activity, offline

Equipment (assets)

Productivity based awards, equipment, allotted vs used, incomplete activities

Work activity type to SME

Expandable charm based user interface

Productivity based awards pay period auto reset

Work activity, user presence

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

* See all UW standing inputs here:

http://www.abmlq.com/uwpoints

Feature

Function

Configuration/Review Steps

Color coded work list

The logic is to visually allow new work activities that need to be addressed as “blue”. Incomplete work activities are “red” to bring special attention to items that need to be completed. Blue: you do | Red: don't let these be dead

Review color codes, determine defaults and function.

Continuous learning loops

Learning is grouped within ABM as formal and dynamic. Formal learning drives a learner through a pre-determined path. Dynamic learning allows the learner to consume and contribute experience throughout their interaction with the UW platform. Metropolis feeds active data constantly to the UW Learning screen where it is reveled on a tiles. With the UW2013 release the following tile is provided using the users primary industry - service combination:

UW learning engine (TLS) is configured to place participants in one of three skill levels as related to industry-skill combinations.

Dynamic BI, Metropolis cases – vignettes

Metropolis | # case studies added, # videos added, # views in 2 weeks

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.

Equipment (assets)

Associated to the work activity by the transactional work order system (WOM) and passed through UW to the field work activity application and back to the transactional WOM.

Configure WOM system with UW if location is already using one – equipment data should become available within UW after configuration. If not, introduce use of Dynamic Work Activity or implement the use of a new WOM system at which time, equipment data will be imported.

Expandable charm based user interface

Three types of charms are used across all UW screens: global (right), subordinate (top) and functional (bottom). Charm bars are contextual and not all appear at every screen. Example: Client has a proprietary bar code system they would like to use in conjunction with the UW field work activity application. A charm is added (subordinate) and associated to field work activity with minimal modification to existing systems.

Review location and logic of charms; configure any external system that can be used in conjunction with UW and displayed via a charm.

Field selected work activity (UW Queue)

Dispatch "pull" variant allows the field; based on their proximity, skill level and other variables pickup and commit to available activity. The office service worker assigns the activity to "UW Queue" in their transactional work order management system.

Configure WOM system with UW if location is already using one. If not, introduce use of Dynamic Work Activity or implement the use of a new WOM system. Decision also has to be made on whether the Queue will be leveraged. See section 3.2 above.

Procedure Title: Field Work Activity Configuration

Page 5 of 10

CONTROLLED DOCUMENT: WI-ABM-1111

QMS STANDARDS

Local Labor management

Work activity, as elected by the sub-contractor may be distributed to an office person (dispatcher) or directly to the field service worker(s). Contractors from ABM Service Network (ASN) will be promoted into UW at the Silver Level and above. See WI-ABM-1112 ABMSN Onboarding in Section 5.0 of this WI to learn more.

If organization uses subcontractors, review this feature and determine what actions a subcontractor can take.

Location defined behavioral parameters

In the UW user profile, the primary and alternate zip codes are stored. Work activity candidates use this information to filter out those not within optimum proximal range. UW offices (where service work is administered) may adjust the default 30 mile radius.

Review default mile radius and adjust as determined by office.

Optimized activity status types

Three, very simple status types are provided, complete, incomplete - will return soon, and incomplete - need parts

Review default status types and adjust as necessary for existing WOMs.

Productivity based awards pay period auto reset

The office specifies their pay periods, generally one or two weeks. Based on that specification the UW field work activity system stores historical information for that period x two.

Configure pay periods preferred by office.

Tasks: equipment, work activity

Common list of tasks which are pulled over from the transactional work order management system related to the asset or work activity. These tasks may be individually checked off as well as a "check all" function.

Configure WOM system with UW if location is already using one – equipment data and tasks should become available within UW after configuration. If not, introduce use of Dynamic Work Activity or implement the use of a new WOM system at which time equipment data may be imported.

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; initial review is also done during on boarding process.

3.6 USERS OF FIELD WORK ACTIVITY This WI defines the configuration of Field Work Activity from two worker perspectives: x Field or Mobile Worker – from the perspective of a field or mobile worker as they manage and complete their work activities. x Office Worker – from the perspective of office or administrative (dispatcher, service manager, etc.) personnel specific to an office and the locations they administer.

Procedure Title: Field Work Activity Configuration

Page 6 of 10

CONTROLLED DOCUMENT: WI-ABM-1111

QMS STANDARDS

3.7 CONFIGURATION BY LOCATION 3.7.1 STEP

End Users WHAT

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

Follow UW onboarding process

During implementation process with a specific location

New UW members UW Support Team

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

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

Configuration

UW Support Team

Admin Portal

Configuration

UW Support Team

Admin Portal

Configuration

UW Support Team

Admin Portal

3. 4.

3.7.2 STEP

Qualifying Assessment WHAT

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

Follow UW onboarding process

During implementation process with a specific location

New UW members UW Support Team

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

Identify subject matter experts in specific industry and service

After new users are onboarded

UW Support Team

Manual process

Conduct interview process to produce qualifying assessment questionnaires and responses Publish assessment into TLS

To determine competency model for a specific location

UW Support Team

Manual process

After qualifying assessment is approved

UW Support Team

UW Admin Portal | Internal Application | Learning Engine | Learning Matrix Assessments

3.7.3 STEP 1.

Configuration - Work Order Management/Transactional System WHAT Verify or enter equipment information and corresponding work tasks in existing WOM system Configure WOM or transactional system with UW

Procedure Title: Field Work Activity Configuration

WHEN

COMPETENCY (WHO)

If content is not available in existing WOM system

WOM system administrator

If using an existing system

UW Support Team

HOW (TOOLS)

Separate initiative must be undertaken

Page 7 of 10

CONTROLLED DOCUMENT: WI-ABM-1111

STEP

QMS STANDARDS

WHAT

WHEN

COMPETENCY (WHO)

Create “UWQueue” employee in the WOM system and apply appropriate values set

If using the Queue

WOM system administrator

Collect TNT data and configure for each location

If using the Queue

UW Support Team

Verify WOM TNT

UW Support Team

Perform tests between WOM system and UW

If using the Queue with Maximo If using an existing system

UW Support Team

HOW (TOOLS) These settings apply to Maximo WOM only: Priority = 1 to 10 (1 is highest priority) Failure Class Problem Code Duration WO Status Set = APPR Admin Portal TNT Table: http://www.abmlq.com/ wiabm1105c Admin Portal Daily UW Sanity Test Checklist: http://www.abmlq.com/ wiabm1111a

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

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1108 UW WI-ABM-1111 UW WI-ABM-1105 UW WI-ABM-1107 UW Adoption

Field Work Activity Onboarding Field Work Activity Configuration Work Activity Queue Onboarding Work Activity Queue Usage and

Procedure Title: Field Work Activity Configuration

LOCATION http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1105 http://www.abmlq.com/wiabm1107

Page 8 of 10

CONTROLLED DOCUMENT: WI-ABM-1111

QMS STANDARDS

WI-ABM-1110 UW Work Activity Queue Configuration WI-ABM-1551 UW Support and Notifications WI-ABM-1112 UW ABM Service Network Onboarding UW Reference Guide

http://www.abmlq.com/wiabm1110 http://www.abmlq.com/wiabm1551 http://www.abmlq.com/wiabm1112 http://www.abmlq.com/uwreference01

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

LOCATION http://www.abmlq.com/wiabm1107a 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)

1.1 03/05/15 02/16/15

DOCUMENT AUTHORS: Melissa Cipriani; Mike Walker

Procedure Title: Field Work Activity Configuration

DOCUMENT MANAGER: Melissa Cipriani

Page 9 of 10

CONTROLLED DOCUMENT: WI-ABM-1111

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

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: Field Work Activity Configuration

Page 10 of 10

CONTROLLED DOCUMENT: WI-ABM-1109

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Field Work Activity â&#x20AC;&#x201C; Usage and Adoption

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1109 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 Through Field Work Activity, Unified Workforce provides a work activity interaction for field labor resources with a transactional work order management system. The device and operating system agnostic tool allows field personnel to check in and out of work activity, see related activity data, check into equipment, list materials, locate location based subject matter experts and compete for four overall social awards (efficient, effective, equipped and overall). The adoption of any solution that is new to its users is critical to realizing the value it provides. With UW and its components, such as Field Work Activity, it is even more so. A concept that is new not only to ABM, but to the Industry can benefit from a deliberate process of compelling adoption. The advantage to using Field Work Activity (in conjunction with its corresponding component, the Queue Work Activity) in UW is that once the momentum starts, the exponential realization of its value can propel and sustain its adoption. This Work Instruction (WI) defines the usage and adoption of Field Work Activity from two perspectives: x Field/Mobile worker x Office worker

2.0

RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES x x x

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

Procedure Title: Field Work Activity Usage and Adoption

Page 1 of 8

CONTROLLED DOCUMENT: WI-ABM-1109

QMS STANDARDS

WHAT IS FIELD WORK ACTIVITY? Field Work Activity provides a simplified interface which will allow many locations still strapped to paper-based mobile solutions to engage in UW and the Queue Work Activity. Collective intelligence, friendly competition to compel productive behavior and the ability to leverage face-2-face and digitally based contextual insight are some of the main reasons for Field Work Activity.

3.2

FEATURES This UW Component has many features that enable its overall functionality. The comprehensive features list below all contribute to enhance the work activity experience in a socially competitive work environment designed to compel and deliver the best value to the customer. For the definition of each feature listed, please go to Section 5.0 to view QMS-ABM-0005 UW Quality Manual.

Behavioral modification

Dynamic SME

Check in, check out

Equipment (assets)

Color coded work list

Expandable charm based user interface Field role interface for all WOM Field selected work activity (UW Hopper) Historical work activity access Immediate awards leader feedback Integrated contextual learning Integrated materials procurement Integrated materials procurement Journal based, multi thread notes

Competitive framework, local labor Competitive framework, peer to peer Continuous learning loops Continuous quality loops Dynamic BI, Metropolis cases, vignettes Dynamic BI, productivity awareness real time Dynamic BI, personal work performance Dynamic BI, team work performance Dynamic crew status

Local Labor management (subs) Location defined behavioral parameters Offline work activity

Tasks, equipment

Office assigned work activity One click activity entry from work list Optimized activity status types Productivity based awards

UW standing inputs

Productivity based awards (pay period auto reset) Profile set primary zip filtering Profile set top ten zip filtering (portfolio) Subcontractor management

Tasks, work activity UW contextual learning

Work activity, auto check out Work activity, company assignment Work activity, field generated Work activity, individual assignment Work activity, multi-user simultaneous engagement Work activity, offline Work activity type to SME

* See all UW standing inputs here: http://www.abmlq.com/uwpoints 3.3

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

Procedure Title: Field Work Activity Usage and Adoption

Page 2 of 8

CONTROLLED DOCUMENT: WI-ABM-1109

QMS STANDARDS

For more information about the Queue, please go to Section 5.0 to view these Work Instructions: x WI-ABM-1105 UW Work Activity Queue Onboarding x WI-ABM-1107 UW Work Activity Queue Usage and Adoption x WI-ABM-1110 UW Work Activity Queue Configuration 3.4

ONBOARDING AND CONFIGURATION The effective use of Field Work Activity begins with a proper onboarding process. The configuration of information in the UW Admin Portal is a critical step in the onboarding process that is performed by the UW Support Team with information derived from the work order management system and batch user import process. The key areas that need to be validated during the initial UW onboarding process in the Admin Portal are defined in a Work Instruction that can be viewed in Section 5.0 of these WIs: x WI-ABM-1108 UW Field Work Activity Onboarding x WI-ABM-1111 UW Field Work Activity Configuration

3.5

USERS OF FIELD WORK ACTIVITY This WI defines the usage of the Field Work Activity from two worker perspectives: x Field or Mobile Worker – defines the use of the Field Work Activity from the perspective of a field or mobile worker as they manage and complete their work activities. x Office Worker – defines the use of the Field Work Activity from the perspective of office or administrative personnel specific to an office or location.

3.6

WORK ORDER MANAGEMENT OR TRANSACTIONAL SYSTEM 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. To learn more about UW Dynamic Work Activity, please go to Section 5.0 of this WI. During the configuration process of the implementation of Field Work Activity, the UW Support Team will enable the integration of the existing WOM system with UW. Work orders that are generated from the WOM system will automatically appear in the Field Work Activity component and in the Hopper Work Activity if it is opted for use.

3.7

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

Procedure Title: Field Work Activity Usage and Adoption

Page 3 of 8

CONTROLLED DOCUMENT: WI-ABM-1109

3.7.1

QMS STANDARDS

How do we achieve our user adoption goal?

Step

Application

Identify a familiar and well-defined support process

A common theme to user adoption at ABM is the use of our Evangelists, Advocates and Supporters Influence (EASI) Community. With UW, the identification of Solution Supporters is paramount to ensuring the users have a familiar colleague to guide them and sustain the momentum. Coupled with a well-defined support and notification process, the users should be able to help themselves with self-service resources as well as have access to live support when necessary. See Section 5.0 to view WI-ABM-1551 UW Support and Notifications for additional information. See Section 6.0 to learn more about the EASI Community/Program. Adoption starts at the beginning of a “project” or “implementation”, not at its completion. The production and availability of learning content before a single user logs into UW is going to ensure a well-prepared set of users. Our objective is to minimize any user issues during the implementation process and sustain the long-term use of the solution by compelling an outcome that will meet the needs of the users and their customers. This is only attainable with a proper training and onboarding process that is reinforced by the Solution Supporters and the UW Support team. See Section 5.0 to view WI-ABM-1108 Field Work Activity Onboarding for additional information. Native to UW’s features is the ability to see how each user or location is performing. By design, the merit-based method that stems from a complex point system gives visibility to each user’s ability to participate in UW. This built-in algorithm defines the user’s community standing and thus, allows us to easily identify where additional reinforcement is needed. See Section 5.0 to view WI-ABM-1111 Field Work Activity Configuration and WI-ABM-1003 Unified Workforce Quality Review for additional information.

Minimize user issues with proper training and onboarding process

Provide visibility to usage metrics

3.7.2

Practical application: There are a few things that can be put into practice to compel user adoption at different phases of the implementation at the location, divisional and organizational levels when using the Hopper Work Activity:

Phase

Level

Planning

Division

Application x x

Implementation

Location

Deployment

Location

x x x x x x

Post-Deployment

Location

x x x

Stabilization

Location, Division and Organization

x x x x

Procedure Title: Field Work Activity Usage and Adoption

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

Page 4 of 8

CONTROLLED DOCUMENT: WI-ABM-1109

3.8

QMS STANDARDS

USAGE OF FIELD WORK ACTIVITY This process is defined based on the use of an external and integrated transactional work order management system. It is separated according to the issuance of scheduled and unscheduled work orders. 3.8.1 Scheduled Work Orders – Generated from the external transactional work order management includes preventive or regularly scheduled maintenance work that are typically included in the contract scope.

STEP 1.

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

WHEN End of the month for the upcoming month Start of work day

COMPETENCY (WHO) >Office Worker

>Office Worker >Field/Mobile Worker

HOW (TOOLS) >Corrigo >FieldCentrix >Maximo Logging into UW the First Time:

http://www.abmlq.com/firstuwlogin

Using UW in Outline Mode:

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

Using UW in HTML5:

http://www.abmlq.com/uwhtml5mo de

Pick up and commit to work orders in the Hopper Go to my role | [field] work activity, click the “launch” tile, click “run”

If the Hopper is being used by the location If location is using Field Work Activity only

Work activities will list all work orders; click the work order that user will be working on

Before performing work

>Field/Mobile Worker

Click “check in”

>Field/Mobile Worker

Click the “charms” to expose all functions while in the work order Click the “charms” at the top to view additional information Click “check out” in current work order and the appropriate status Log out of Field Work Activity

Before performing work When interacting with the work order

>Field/Mobile Worker

QuickTip: http://www.abmlq.com/wiabm1 109a

When interacting with the work order When work is completed for the day

>Field/Mobile Worker

QuickTip: http://www.abmlq.com/wiabm1 109a Check out status options: >Complete 100% >Incomplete return soon >Incomplete need parts

At the end of work day

>Field/Mobile Worker

10.

Procedure Title: Field Work Activity Usage and Adoption

>Office Worker

>Field/Mobile Worker

Training video: http://www.abmlq.com/wiabm1 107a Updates will be listed by “total users” and “active users” QuickTip re: My Role, Rhythm and Experience: http://www.abmlq.com/wiabm1 109b Only those work orders that meet the criteria based on priority, skill level, proximity, equipment and tools in possession, and social standing will appear in the user’s available list.

Page 5 of 8

CONTROLLED DOCUMENT: WI-ABM-1109

QMS STANDARDS

3.8.2 Unscheduled Work Orders – Generated from the external work order management or within Unified Workforce through Dynamic Work Activity (see Section 3.6 above), these work orders typically include service or repair work orders that are outside the scope of scheduled or maintenance work orders. STEP

WHAT

WHEN

COMPETENCY (WHO)

Generate unscheduled work order out of transactional WOM

Service or repair work is requested

>Office Worker

Follow steps 4 and 5 above in section 3.7.1

When going to the Work Activities list

>Field/Mobile Worker >Office Worker

Click “Create Work Activity”

Service or repair work is requested

>Field/Mobile Worker >Office Worker

Repeat steps 6 through 10 in Section 3.7.1.

To check in, out and complete a work order

>Field/Mobile Worker

HOW (TOOLS) >Corrigo >FieldCentrix >Maximo >UW Dynamic Activity

Unscheduled work orders can also be generated within Field Work Activity via a charm by the field; this is at the discretion of the location’s manager.

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

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME QMS-ABM-0005 UW Quality Manual WI-ABM-1108 UW Field Work Activity Onboarding WI-ABM-1111 UW Field Work Activity Configuration WI-ABM-1105 UW Hopper Work Activity Onboarding Procedure Title: Field Work Activity Usage and Adoption

LOCATION http://www.abmlq.com/qmsabm0005 http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1105 Page 6 of 8

CONTROLLED DOCUMENT: WI-ABM-1109

QMS STANDARDS

DOCUMENT NAME WI-ABM-1107 UW Hopper Work Activity Usage and Adoption WI-ABM-1110 UW Hopper Work Activity Configuration WI-ABM-1551 UW Support and Notifications

LOCATION http://www.abmlq.com/wiabm1107 http://www.abmlq.com/wiabm1110 http://www.abmlq.com/wiabm1551

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

LOCATION http://www.abmlq.com/wiabm1107a

http://www.abmlq.com/uwdemochannel http://www.abmlq.com/firstuwlogin http://www.abmlq.com/wiabm1102d http://www.abmlq.com/wiabm1105e 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 03/05/15 02/16/15

DOCUMENT AUTHORS: Melissa Cipriani; Matt Sexton

Procedure Title: Field Work Activity Usage and Adoption

DOCUMENT MANAGER: Melissa Cipriani

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CONTROLLED DOCUMENT: WI-ABM-1109

QMS STANDARDS

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

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

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 09/29/14 by Melissa Cipriani Document Modified on 01/15/15 by Melissa Cipriani Document Modified on 03/05/15 by Melissa Cipriani

Procedure Title: Field Work Activity Usage and Adoption

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