CONTROLLED DOCUMENT: WI-ABM-1103
QMS STANDARDS
BUSINESS UNIT:
ABM 551 Fifth Avenue, Suite 300, New York, NY 10176
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: Unified Workforce (UW) Onboarding Operating Location
AREA: Operations - Activity Management TYPE OF PROCEDURE:
Profile Customer
DOCUMENT NUMBER: WI-ABM-1103 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. The impact of UW to our clients, employees and service industry as a whole is immeasurable once fully immersed in our culture. 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. There are two levels of onboarding in UW: Individual Users Operating Location or Batch Entry This Work Instruction (WI) defines the onboarding process for an operating location, which includes: Gaining or Provisioning UW Access Role of Solution Supporters 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.
Procedure Title: UW Onboarding – Operating Location
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CONTROLLED DOCUMENT: WI-ABM-1103
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 in this WI. 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 should consult additional Work Instructions to learn how Onboarding is executed at each level of the UW implementation process and each UW component (see Section 3.2). The Work Instructions are accessible via Section 5.0 of this WI. 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
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 for an operating location or division, in general, is 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: 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
Procedure Title: UW Onboarding – Operating Location
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CONTROLLED DOCUMENT: WI-ABM-1103
QMS STANDARDS
3.4 UW Training The ability of UW users to have a central point of entry to various applications and resources is one of its many 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 only available via the Learning Management System 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 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 3.5 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 3.6 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 leverage the provisions of this WI: WI-ABM-1551 UW Support and Notifications 3.7 User Adoption via Solution Supporters The introduction of a new solution can be successful with the proper onboarding and training process. However, the long-term use, cultural, and practical adoption are much more challenging and must be guided by personnel who are familiar to the new users. To this end, leveraging the Evangelists, Advocates, Supporters Influence (EASI) Program and EASI Community can make the difference in ensuring a successful implementation. The identification of EASI Solution Supporters from the operating location is a critical step in the onboarding process of an entire location. While there are ways to monitor progress and compel the desired outcome by providing visibility to performance indicators, the guidance of an EASI Solution Supporter can go a long way to provide stability at the onset. The implementation of UW in an operating location is treated as an initiative or project that is managed by a member of UW Support Team and/or ABM Learning and Quality. The process is initiated by the Project Manager with the identification of the Solution Supporters from the operating location. A typical set of expectations from the Solution Supporters include but are not limited to: Procedure Title: UW Onboarding – Operating Location
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QMS STANDARDS
Induction and participation in the EASI Program Assist in the collection and validation of batch employee data (if necessary) Delivery of communication to new UW users Delivery of available training resources to new UW users (see WI-ABM-1104) Provide guidance to the location users after the location goes live Participate in UW quality review process (see WI-ABM-1002) during the post-deployment measurement phase
Click here to learn more about the EASI Program. 3.8 Communication to Target Audience An important aspect of onboarding and initiative management in general, 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 not only prepare new TLS users but also to 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 3.10 below on how these will be used. The Project Manager has the discretion to use all six or a combination of the six depending on the complexity or volume of the target audience. Implementation Phase – these first three announcements are sent during the Implementation Phase: 1st Something New – introduces a new solution, product or service 2nd Comin’ Around The Corner – used as a progress indicator 3rd Ready to Flip the Switch – prepares the target audience for the impending “go live” Deployment Phase – these second three announcements are sent during the Deployment Phase: 4th Get Excited! – designed to create excitement and inform of impending go live 5th It’s aLIVE! – communicates official release and the usability of solution 6th Mainstreamed – reviews the statistics and how the solution is being used 3.9 Batch Import of User Information Providing access to a group of users from a specific location (or division) is handled through a batch import process which eliminates the need to have each user go through the individual registration steps. Obtaining the data used in the import process is an important dependency in the onboarding process for an operating location or an entire division; the information collected is required in order to build a profile for each UW user. The user’s profile allows the filtering of information that dictates the user’s experience and participation in the various UW components. The information included in the batch import file is defined in the link below. http://www.abmlq.com/wiabm1103c The following steps outline the batch import process: STEP 1.
WHAT 1Obtain data in an Excel file . from accounting or HR personnel; request the inclusion of specific information. We commonly use payroll outputs minus the pure payroll data
WHEN Batch import process
Procedure Title: UW Onboarding – Operating Location
COMPETENCY (WHO) ABMLQ Project Manager
HOW (TOOLS) List of data required: http://www.abmlq.com/wiabm11 03c Example of a raw Excel file from JDE: http://www.abmlq.com/wiabm11 03d Page 4 of 9
CONTROLLED DOCUMENT: WI-ABM-1103
STEP 2.
QMS STANDARDS
WHAT
WHEN
Scrub data in preparation for batch import into UW
Before submitting to UW Support Team
COMPETENCY (WHO) ABMLQ Project Manager
HOW (TOOLS) QuickTip: http://www.abmlq.com/wiabm11 03e Scrubbing guidelines: http://www.abmlq.com/wiabm11 03f
3.
Submit scrubbed Excel File to ConnectX library
4.
Create forum in abmlq.com Group
5.
Validate scrubbed data
6.
Import Excel file data into UW using Azure file import solution
3.10 STEP 1.
When scrubbing is complete After submitting in ConnectX Upon receipt of Excel file After validation of scrubbed data
WHAT
WHEN Planning Phase
2.
Communicate new role to Solution Supporters
Planning Phase
3.
Review scope or expectations with Solution Supporters Follow UW batch import process Send first three in series of announcements
During kick-off meeting
5.
6.
ABMLQ Project Manager
http://www.abmlq.com/wiabm11 03k
UW Support Team
Manual process
UW Support Team
QuickTip: http://www.abmlq.com/wiabm11 03h
Onboarding Process – Operating Location
1Identify multiple EASI . Solution Supporters from the division, department or location and induct into EASI Program
4.
ABMLQ Project Manager
Examples of Fully Scrubbed Excel Files: http://www.abmlq.com/wiabm11 03i http://www.abmlq.com/wiabm11 03g
Send next three in series of announcements
Implementation Phase Implementation Phase; as directed by Project Manager Implementation Phase; as directed by Project Manager
Procedure Title: UW Onboarding – Operating Location
COMPETENCY (WHO) Project Manager; UW Support Team
Executive Sponsor; Divisional, Departmental or Location Leader Project Manager
HOW (TOOLS) Manual process with project or executive sponsor from division, department or location EASI Program information: http://www.abmlq.com/welcome toeasi Email template: http://www.abmlq.com/wiabm11 03j See Section 3.7 above
Project Manager; Solution Supporters Solution Supporters
See Section 3.9 above
Solution Supporters
Email templates: http://www.abmlq.com/wiabm11 03j
Email templates: http://www.abmlq.com/wiabm11 03j
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CONTROLLED DOCUMENT: WI-ABM-1103
STEP
WHAT
QMS STANDARDS
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
7.
Users log in for the first time
Go Live phase
End Users
> Logging into UW the First Time: http://www.abmlq.com/wiabm11 02c > Using UW in Outline mode: http://www.abmlq.com/uwoutlin emode > Using UW in HTML5 mode: http://www.abmlq.com/uwhtml5 mode
8.
Follow Support and Notifications Process
Post-deployment
End Users Solution Supporters UW Support Team
9.
Follow process for long-term UW user status management (active, inactive, modifications)
Post-deployment
UW Support Team
WI-ABM-1551 UW Support and Notifications http://www.abmlq.com/wiabm15 51 WI-ABM-1556 UW User Status Management http://www.abmlq.com/wiabm15 56
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 Onboarding Supporter UW, Unified Workforce WI, Work Instruction Work Activity, Client Work Activity, Field
Procedure Title: UW Onboarding – Operating Location
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CONTROLLED DOCUMENT: WI-ABM-1103
QMS STANDARDS
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1102 UW WI-ABM-1506 UW WI-ABM-1101 UW WI-ABM-1551 UW 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
General Onboarding Onboarding Solution Supporters Device Guidelines Support and Notifications Onboarding Users Onboarding Operating Location Device Guidelines Support and Notifications Onboarding Learning, Dynamic Onboarding Learning, Formal Onboarding Management,
LOCATION http://www.abmlq.com/wiabm1102 http://www.abmlq.com/wiabm1506 http://www.abmlq.com/wiabm1101 http://www.abmlq.com/wiabm1551 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? QuickTip: How to Scrub Batch Import Data QuickTip: How to Import Batch File into UW
Procedure Title: UW Onboarding – Operating Location
LOCATION http://www.abmlq.com/wiabm1102c http://www.abmlq.com/uwhtml5mode http://www.abmlq.com/wiabm1102d http://www.abmlq.com/videowhatisuw http://www.abmlq.com/wiabm1103e http://www.abmlq.com/wiabm1103b
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CONTROLLED DOCUMENT: WI-ABM-1103
QMS STANDARDS
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Unified Workforce ABMLQ Assistance ConnectX Batch Import File Library List of Data Required for Batch Import and Scrubbing Guidelines Email Templates Abmlq.com Forum for Batch Imports
LOCATION https://unifiedworkforce.abm.com http://www.abmlq.com/assistance http://www.abmlq.com/wiabm1103g http://www.abmlq.com/wiabm1103c http://www.abmlq.com/wiabm1103j http://www.abmlq.com/wiabm1103k
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
1.1 01/20/15 01/20/15
DOCUMENT AUTHOR: Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
Revision 1.0 1.1
SECTION / PARAGRAPH CHANGED All 3.2, 3.3, 3.10, 5.0
CHANGE MADE
Initial Entry Updates to UW components names and added reference to UW User Status Management WIABM-1556
DATE OF REVISION MM/DD/YY 08/28/14 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 Onboarding – Operating Location
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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: VP OF OPERATIONS SIGNATURE: ELECTRONIC APPROVAL
THIRD APPROVER NAME: BUSINESS UNIT: TITLE: SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 08/28/14 by Melissa Cipriani Document Modified on 01/20/15 by Melissa Cipriani
Procedure Title: UW Onboarding – Operating Location
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