CONTROLLED DOCUMENT: WI-ABM-1104
QMS STANDARDS
BUSINESS UNIT:
ABM 551 Fifth Avenue, Suite 300, New York, NY 10176
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: Unified Workforce (UW) Onboarding Users
AREA: Operations - Activity Management TYPE OF PROCEDURE:
Profile Customer
DOCUMENT NUMBER: WI-ABM-1104 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 individual users, which includes: 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.
Procedure Title: UW Onboarding - Users
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CONTROLLED DOCUMENT: WI-ABM-1104
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 must 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. In addition, onboarding for each component of UW is also defined in separate Work Instructions when the process has additional layers as listed below in Section 3.3. 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 individual users 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 Activity, Project Work Activity, Queue Learning, Dynamic Learning, Formal Management, Service Network Management, Procurement Work Activity, Client Work Activity, Field
WI-ABM-1226 WI-ABM-1119 WI-ABM-1105 WI-ABM-1507 WI-ABM-1508 WI-ABM-1106 WI-ABM-1110 WI-ABM-1107 WI-ABM-1108
Procedure Title: UW Onboarding - Users
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CONTROLLED DOCUMENT: WI-ABM-1104
QMS STANDARDS
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
The onboarding process for UW users, whether internal or external is the same. However, as each type start to leverage the different UW components, a separate onboarding process may need to be consulted. See Section 5.0 for the Work Instructions that define other onboarding processes. 3.5 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 3.6 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 3.7 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
Procedure Title: UW Onboarding - Users
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CONTROLLED DOCUMENT: WI-ABM-1104
QMS STANDARDS
3.8 Gaining Access into UW – Individual Users The first step in the Onboarding process for new UW users is the registration in UW. The registration process allows UW to collect a user’s profile which filters information used within the various UW components such as:
Business Type Office Service Industry
Market Role Base Proficiency Proficiency Level
For the ongoing maintenance of user status as listed below, please consult WI-ABM-1556 UW User Status Maintenance found in Section 5.0 of this WI.
STEP 1.
2.
3.
Active – New Hires Inactive – Terminations Modifications – Updates to user profile; for example, change of name due to change in marital status WHAT
1Go to UW and enter a valid . email address using one of these email accounts: > Microsoft Account (Live, Hotmail, MSN) > Gmail > Facebook > Yahoo Go through registration process.
Registration email is systematically sent to ConnectX library.
4.
Contact the new user to validate and verify information.
5.
Send welcome email to new user.
6.
Log into UW.
Procedure Title: UW Onboarding - Users
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
Before gaining authenticated access
New user
UW Link: https://unifiedworkforce.abm.co m/
After entering email address
New user
How to Register: http://www.abmlq.com/wiabm11 02a
Completion of registration
Admin Portal
Email is sent to:
Upon receipt of new registration notification Upon validation of registration Upon receipt of welcome email
uwnewuseremail@connectx.abm .com
UW Support Team
UW Support Team
New user
Registration Email Receipt: http://www.abmlq.com/wiabm11 04a > Manual Process > Also, see Section 3.4: WI-ABM-1001 Unified Workforce Audits Email Templates: http://www.abmlq.com/wiabm11 04c QuickTips: Logging into UW the First Time: http://www.abmlq.com/wiabm11 02c Using UW in Outline Mode: http://www.abmlq.com/uwoutlin emode
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CONTROLLED DOCUMENT: WI-ABM-1104
STEP
WHAT
QMS STANDARDS
WHEN
COMPETENCY (WHO)
HOW (TOOLS) Using UW in HTML5: http://www.abmlq.com/uwhtml5 mode
7.
Follow UW Support and Notification process
When issues or questions come up
End User UW Support Team
WI-ABM-1551 UW Support and Notifications http://www.abmlq.com/wiabm15 51
4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE FSG LEXICON LIBRARY LINK: LEXICON LIBRARY TERM 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
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1103 UW Onboarding Operating Location WI-ABM-1103 UW Onboarding Operating Location WI-ABM-1101 UW Device Guidelines WI-ABM-1551 UW Support and Notifications WI-ABM-1507 UW Onboarding Learning, Dynamic WI-ABM-1508 UW Onboarding Learning, Formal WI-ABM-1106 UW Onboarding Management, Service Network Procedure Title: UW Onboarding - Users
LOCATION http://www.abmlq.com/wiabm1103 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
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CONTROLLED DOCUMENT: WI-ABM-1104
WI-ABM-1110 Procurement WI-ABM-1107 WI-ABM-1108 WI-ABM-1105 WI-ABM-1119 WI-ABM-1126 WI-ABM-1556
QMS STANDARDS
UW Onboarding Management,
http://www.abmlq.com/wiabm1110
UW UW UW UW UW UW
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
Onboarding, Work Activity Client Onboarding, Work Activity Field Onboarding, Activity Queue Onboarding, Activity Dynamic Onboarding, Activity Project User Status Management
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?
LOCATION http://www.abmlq.com/wiabm1102c http://www.abmlq.com/uwhtml5mode http://www.abmlq.com/wiabm1102d http://www.abmlq.com/videowhatisuw
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Unified Workforce
LOCATION https://unifiedworkforce.abm.com
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
DOCUMENT AUTHOR: Melissa Cipriani
Procedure Title: UW Onboarding - Users
1.1 01/20/15 01/20/15
DOCUMENT MANAGER: Melissa Cipriani
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CONTROLLED DOCUMENT: WI-ABM-1104
QMS STANDARDS
REASON FOR CHANGE:
Revision 1.0 1.1
SECTION / PARAGRAPH CHANGED All 3.2, 3.3, 3.8, 5.0
DATE OF REVISION MM/DD/YY
CHANGE MADE
Initial Entry Modified UW component names; added reference to WI-ABM-1556 UW User Status Management
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
10.0
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 Onboarding - Users
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