CONTROLLED DOCUMENT: WI-ABM-1102
QMS STANDARDS
BUSINESS UNIT:
ABM 551 Fifth Avenue, Suite 300, New York, NY 10176
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: Unified Workforce (UW) General Onboarding
AREA: Operations - Activity Management TYPE OF PROCEDURE:
Profile Customer
DOCUMENT NUMBER: WI-ABM-1102 REVISION: 1.1
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Released 01/20/15 01/20/15
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE Unified Workforce (UW) is a work activity delivery solution used at ABM to provide a holistic framework that optimizes contextual service information to its participants, thus, sharply increasing productivity and amplifying field level esprit de corps. . Onboarding is the first step in giving a user the opportunity to leverage UW and to provide the ability to deliver and consume services in an innovative manner that sets us apart from our competition. This Work Instruction (WI) defines the general scope of the onboarding process for UW, specifically: Gaining or Provisioning UW Access Types of Users UW Components UW Deployment UW Device Guidelines UW Support and Notifications UW Training Additional Work Instructions define the specific processes at each level of the onboarding process. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES
It is the responsibility of the Operations Manager of a location using UW to read and understand the provisions of this WI. It is the responsibility of the UW Program Manager to ensure that this WI provides UW users with the most efficient process for Onboarding.
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of Learning and Quality is the point of escalation for all matters contested or inquired upon in this WI.
Procedure Title: UW General Onboarding
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CONTROLLED DOCUMENT: WI-ABM-1102
QMS STANDARDS
3.0 PROCEDURE (SOP OR WI STEPS) 3.1 What is included in Onboarding activities? Also known as organizational socialization, onboarding refers to the process through which new participants acquire the necessary knowledge, skills, and behaviors to become effective organizational members and insiders. Although the onboarding scope in UW is more focused, the goal is still the same: providing users the necessary knowledge to become effective members and users of Unified Workforce. New users must consult additional Work Instructions as listed below to learn how Onboarding is executed at each level of the UW implementation process. Who Individual or Single Users Operating Location/Batch
What A new user (employee, client, local labor or vendor) needs individual access to UW Entire location is implementing the use of UW
How WI-ABM-1104 WI-ABM-1103
The Work Instructions (WI) listed above are also accessible via Section 5.0 of this WI. In addition, onboarding for each component of UW is also defined in separate Work Instructions when the process requires further clarification. See Section 5.0 for additional information and reference links. 3.2 UW Components UW provides a single-sign on experience for its users. What does this mean? It means that once logged into UW, the user has access to the components listed below, all of which are only accessible through UW.
Activity, Dynamic Activity, Project (Smart Market) Activity, Queue Learning, Dynamic Learning, Formal Management, Service Network Management, Procurement Work Activity, Client Work Activity, Field
The use of line of business (LOB) applications that are accessible with a URL or link can also be configured into the user’s experience via UW Tiles, using the required unique credentials. For example, a tile could take a user to their internal ConnectX SharePoint team site that may house collaborative solutions used in project or operational management. 3.3 UW Deployment The deployment of UW is a process that is dictated by the components the location will be leveraging. The onboarding process for UW in general, as defined in this WI. However, the path taken beyond the initial access of UW is dependent on which components (listed above in Section 3.2) will be used by the location. The Work Instructions listed below should be consulted for additional information on the onboarding process for each UW component:
Procedure Title: UW General Onboarding
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CONTROLLED DOCUMENT: WI-ABM-1102
QMS STANDARDS
UW Component
Work Instruction
Activity, Dynamic
WI-ABM-1226
Activity, Project
WI-ABM-1119
Work Activity, Queue
WI-ABM-1105
Learning, Dynamic
WI-ABM-1507
Learning, Formal
WI-ABM-1508
Management, Service Network
WI-ABM-1106
Management, Procurement
WI-ABM-1110
Work Activity, Client
WI-ABM-1107
Work Activity, Field
WI-ABM-1108
3.4 Types of UW Users The holistic management, delivery, and consumption of services cannot be possible without participation from all aspects of the enterprise. UW allows different types of users to come together in one platform and engage in the service cycle end to end. Both internal and external users can gain access to and use UW to give transparency to the process of the service delivery cycle, specifically: Internal Employees (Field) Management Staff (Office)
External Clients Local Labor (Service Network) Partners and Vendors
3.5 Providing to or Gaining Access by UW Users There are two ways to gain or provide access to UW, depending on the phase in the UW implementation or purpose of the user(s). Individual or Single User A single user can gain access to UW by filling out a registration form in UW. The form is submitted to the UW Support Team and upon receipt is reviewed and processed as dictated in Section 3.4.1 Account Management in WI-ABM-1001 Unified Workforce Audits (see Section 5.0 for all references in this WI). Access to UW provides single sign-on access to multiple UW components. See WI-ABM-1104 for the detailed information on how this is executed. The ongoing management of user status (active, inactive) is handled in another Work Instruction, WI-ABM-1556 UW User Status Management.
Operating Location or Batch Entry Through the course of UW implementation at an operating location or facility, access can be given to all its potential users through a batch entry facilitated by the UW Support Team. The information required in order to process a batch entry is provided using an Excel template that is converted to a CSV file for import into UW’s Administrative Portal. See WI-ABM-1103 for the details on how this process is executed.
Procedure Title: UW General Onboarding
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CONTROLLED DOCUMENT: WI-ABM-1102
QMS STANDARDS
3.6 UW Training The ability of UW users to have a central point of entry to various applications and resources is one of its most popular features. In order to take full advantage of its ease of use, it is highly recommended that first-time users take the UW training course before using UW. Although the full course is available via The Learning Spot within UW, learners won’t have access to it until they have registered in UW. Therefore, a few essential onboarding training videos have been made available in the links below that can help first time users of UW without the need of UW log-in credentials.
Logging into UW for the First Time: http://www.abmlq.com/firstuwlogin Using UW in Outline Mode: http://www.abmlq.com/uwoutlinemode Using UW in HTML5: http://www.abmlq.com/uwhtml5mode
In addition, it would be helpful to watch this video that provides an overview of Unified Workforce: http://www.abmlq.com/videowhatisuw 3.7 UW Device Guidelines A key component in the successful use of UW is the ability to engage users via devices with internet access. Hardware used for UW can either be provisioned by the location or a personally owned device can also be used. The details of the use and provisioning of UW devices are defined in a separate Work Instruction. Please read this WI thoroughly before logging into UW for the first time: WI-ABM-1101 UW Device Guidelines 3.8 UW Support and Notifications UW relies on technology to deliver a holistic framework. Technological tools and organizational solutions require a well-defined and scalable process of supporting its users to ensure adoption and minimize any interruption of productivity. The Support and Notifications process for UW is defined in a separate Work Instruction, which includes:
List of self-service learning resources Requesting assistance User notifications during system unavailability (scheduled or unscheduled)
All users of UW, including the UW Support Team, must read and follow the provisions of this WI: 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 Activity, Dynamic Activity, Project Activity, Queue EASI, Evangelists, Advocates and Supporters Influence Learning, Dynamic Learning, Formal Management, Service Network Management, Procurement Procedure Title: UW General Onboarding
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CONTROLLED DOCUMENT: WI-ABM-1102
QMS STANDARDS
TERM Onboarding Supporter UW, Unified Workforce WI, Work Instruction Work Activity, Client Work Activity, Field 5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1104 UW WI-ABM-1103 UW WI-ABM-1101 UW WI-ABM-1551 UW WI-ABM-1507 UW WI-ABM-1508 UW WI-ABM-1106 UW Service Network WI-ABM-1110 UW Procurement WI-ABM-1107 UW WI-ABM-1108 UW WI-ABM-1105 UW WI-ABM-1119 UW WI-ABM-1126 UW WI-ABM-1556 UW
Onboarding Users Onboarding Operating Location Device Guidelines Support and Notifications Onboarding Learning, Dynamic Onboarding Learning, Formal Onboarding Management,
LOCATION http://www.abmlq.com/wiabm1104 http://www.abmlq.com/wiabm1103 http://www.abmlq.com/wiabm1101 http://www.abmlq.com/wiabm1551 http://www.abmlq.com/wiabm1507 http://www.abmlq.com/wiabm1508 http://www.abmlq.com/wiabm1106
Onboarding Management,
http://www.abmlq.com/wiabm1110
Onboarding, Work Activity Client Onboarding, Work Activity Field Onboarding, Activity Queue Onboarding, Activity Dynamic Onboarding, Activity Project User Status Management
http://www.abmlq.com/wiabm1107 http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1105 http://www.abmlq.com/wiabm1119 http://www.abmlq.com/wiabm1126 http://www.abmlq.com/wiabm1556
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE QuickTip: How to Log into UW Video: How to Use UW in HTML5 QuickTip: How to Use UW in Outline Mode Video: What is UW?
Procedure Title: UW General Onboarding
LOCATION http://www.abmlq.com/firstuwlogin http://www.abmlq.com/uwhtml5mode http://www.abmlq.com/wiabm1102d http://www.abmlq.com/videowhatisuw
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CONTROLLED DOCUMENT: WI-ABM-1102
QMS STANDARDS
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Unified Workforce ABMLQ Assistance
LOCATION https://unifiedworkforce.abm.com https://www.abmlq.com/assistance
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
1.0 07/28/14 Mm/dd/yy
DOCUMENT AUTHOR: Melissa Cipriani
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 07/28/14 01/20/15
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS The roles listed below must be notified each time this WI is updated and re-released: ABMLQ, Senior Vice President ABMLQ Team UW Support Team
Procedure Title: UW General Onboarding
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CONTROLLED DOCUMENT: WI-ABM-1102
10.0
QMS STANDARDS
APPROVALS
PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. DOCUMENT REVIEW AND APPROVALS FIRST APPROVER NAME: GREG LUSH BUSINESS UNIT: ABM
TITLE: SENIOR VP, LEARNING AND QUALITY SIGNATURE: ELECTRONIC APPROVAL
SECOND APPROVER NAME: MATT SEXTON BUSINESS UNIT: ABM
TITLE: UW DEPLOYMENT SIGNATURE: ELECTRONIC APPROVAL
THIRD APPROVER NAME: BUSINESS UNIT: TITLE: SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 07/28/14 by Melissa Cipriani Document Modified on 01/20/15 by Melissa Cipriani
Procedure Title: UW General Onboarding
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