Wi abm 1105 uw work activity queue onboarding

CONTROLLED DOCUMENT: WI-ABM-1105

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Activity Queue Onboarding

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1105 REVISION: 1.4

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Released 03/05/15 03/05/15

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE A critical component of Unified Workforce (UW) is the ability of users to participate in a pool of labor while vying for work based on merit and social standing or what is referred to as Activity Queue (UWQ). It is a work activity based Queue where notifications to participating UW members are prioritized based on qualifications, proximity and community standing. All activities are ranked and managed based on filters and points. Those with the best traits are notified first and all others incrementally notified at greater durations from the initial field notification. Thus, the best field based UW members will receive the best work activity opportunities and those further down the notification sequence will be motivated to improve their community standing. This revolutionary model will modify the dispatch process from a subjective “push” model to a community governed objective “pull” model.

The Queue is what ultimately sets UW apart and changes the “office-field” dynamic and motivating the workforce to do their best. The merit-based method is the result of a complex point system using filters and rules that objectively “rank” each UW member. The effectiveness of this method starts with an onboarding process. This Work Instruction (WI) defines the onboarding process specifically for UWQ. For more information about UW Activity Queue, click here to watch an overview video (see Section 6.0 for URL).

2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES   

It is the responsibility of all participants of UW and Activity Queue to read, understand and abide by the provisions of this WI. It is the responsibility of hiring 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 onboarding process.

Procedure Title: Activity Queue Onboarding

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CONTROLLED DOCUMENT: WI-ABM-1105

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 AREAS OF ONBOARDING The onboarding process for Activity Queue includes the following areas:  Access to Unified Workforce o Field Work Activity o Learning Management  Communication  Training  Support 3.2 FIELD WORK ACTIVITY AND ACTIVITY QUEUE Typically, the use of UW for work activity management begins with Field Work Activity. UW members can use Field Work Activity (UWFWA) without the UWQ. However, the Queue can’t be used without UWFWA. In other words, the onboarding process when using UW for work activity management begins with UWFWA. When reading the steps for onboarding in Activity Queue (section 3.4 below), an assumption is made that either UWFWA is already implemented or can be part of the current implementation. In cases where a WOM system is not already in use and 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.

During the configuration process of the implementation UWFWA, 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 UWFWA component and in the Activity Queue if it is opted for use. See Section 5.0 to read WI-ABM-1111 Field Work Activity Configuration and WIABM-1110 Activity Queue Configuration for additional information.

3.3 CONFIGURATION The configuration and validation of information in the UW Admin Portal works hand in hand with 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. During the UWFWA implementation, the configuration process is executed that will impact the use of Activity Queue.

See Section 5.0 to read WI-ABM-1111 Field Work Activity Configuration and WI-ABM-1110 Activity Queue Configuration for additional information.

3.4 TYPES OF ONBOARDING There two types of onboarding methods into UW and UW Queue:  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 and the process map listed in Section 5.0 (R-WI-ABM-1105-1).  By Individual User (New Hire) – see Section 3.6 on the step-by-step process for onboarding a new hire and the process map listed in Section 5.0 (R-WI-ABM-1105-2).

Procedure Title: Activity Queue Onboarding

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CONTROLLED DOCUMENT: WI-ABM-1105

QMS STANDARDS

3.5 ONBOARDING BY LOCATION An office, location or division can be onboarded 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 users through a batch import process. It eliminates the need for each user (during the implementation process) to register individually.

STEP WHAT 1. 1Follow UW Location . Onboarding Process (includes batch import process) 2.

3.

4.

5.

WHEN Decision is made to start using UW Queue

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

Assess and possibly integrate Work Order Management System (WOM) with UW Update TNT table from WOM data (see section 3.4 above)

When initiating the use of UWFWA and UW Queue As WOM integration is being established

UW Support Team

> UW Admin Portal > TNT Table Excel File: R-WI-ABM-1105-3

Verify Admin Portal data in Skills, Location, User Attribute and External Application Series of communication is initiated (1, 2 and 3 of 6)

After batch import process is completed

UW Support Team

See WI-ABM-1111 Field Work Activity Configuration

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

Location or Solution Supporters

http://www.abmlq.com/uwo bemailtemplates

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

http://www.abmlq.com/uwq ueueoverviewvideo

End Users

QuickTips: How to log into UW for the first time:

6.

Training is scheduled and completed

7.

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

8.

Initial log in of users

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

Separate initiative must be undertaken

http://www.abmlq.com/uwo bemailtemplates

http://www.abmlq.com/firstuwlogin

How to log into UW in Outline Mode;

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

Procedure Title: Activity Queue Onboarding

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CONTROLLED DOCUMENT: WI-ABM-1105

STEP 9.

WHAT Support process is followed

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

QMS STANDARDS

WHEN PostDeployment

PostDeployment Phase

COMPETENCY (WHO) > UW Support Team > Location or Solution Supporters

HOW (TOOLS) WI-ABM-1551 UW Support and Notifications

Corporate Quality Manager

http://www.abmlq.com/uwo bemailtemplates

3.6 ONBOARDING INDIVIDUAL USERS OR NEW HIRES When new individual users need access to UW and/or UQ 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)

1. 1Send . communication to New Hire/New UW User that guides them on the registration process

At Start Date

2.

Registration process is followed

At Start Date

New Hire

3.

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

Upon receipt of registration

UW Support Team

To complete process

UW Support Team

Email Template: http://www.abmlq.com/wiab m1102b

If new hire is a Solution Supporter

Corporate Education Manager

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

To complete process

New Hire

QuickTips: How to log into UW for the first time:

4.

5.

6.

http://www.abmlq.com/uwob emailtemplates

QuickTip: How to create a new UW account R-WI-ABM-1105-6 Manual process

http://www.abmlq.com/firstuwlogin

How to log into UW in Outline Mode; http://www.abmlq.com/uwoutlinemo de

7.

Support process is followed

Procedure Title: Activity Queue Onboarding

Long-term use of UW

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

WI-ABM-1551 UW Support and Notifications

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CONTROLLED DOCUMENT: WI-ABM-1105

QMS STANDARDS

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 ANT, Asset Normalized Table (equipment) Queue, Work Activity QuickTips TNT, Types Normalized Table (WO types/nature of call) UW Field Work Activity UW Queue UW, Unified Workforce WI, Work Instruction

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME R-WI-ABM-1105-1/2 Activity Queue Onboarding Process Maps WI-ABM-1102 UW Onboarding Locations WI-ABM-1111 Field Work Activity Configuration WI-ABM-1108 Field Work Activity Onboarding WI-ABM-1110 Activity Queue Configuration WI-ABM-1107 Activity Queue Usage and Adoption

LOCATION http://www.abmlq.com/wiabm1105a http://www.abmlq.com/wiabm1102 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1110 http://www.abmlq.com/wiabm1107

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE R-WI-ABM-1105-4 Communication Templates QuickTip - How to Create a New UW Account QuickTip – How to log into UW for the First Time QuickTip – How to log into UW in Outline Mode

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

Video: Activity Queue Overview

http://www.abmlq.com/wiabm1105e

Procedure Title: Activity Queue Onboarding

http://www.abmlq.com/uwoutlinemode

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CONTROLLED DOCUMENT: WI-ABM-1105

QMS STANDARDS

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS UW TNT Table Excel File

LOCATION http://www.abmlq.com/wiabm1105c

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

1.4 03/05/15 02/16/15

DOCUMENT AUTHORS: Melissa Cipriani; Matt Sexton; Mike Walker

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1 1.2 1.3 1.4

SECTION / PARAGRAPH CHANGED All 3.0 All All All

CHANGE MADE

Initial Entry Added Sections 3.3 and 3.4 and references to process maps Modified all references of “Hopper Work Activity” to “Activity Queue” Modifications following review by Greg Lush and Mike Walker Prepare for release

DATE OF REVISION MM/DD/YY 06/30/14 08/20/14 01/15/15 02/12/15 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 Procedure Title: Activity Queue Onboarding

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CONTROLLED DOCUMENT: WI-ABM-1105

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 FIRST APPROVER NAME: GREG LUSH BUSINESS UNIT: ABM

SECOND APPROVER NAME: MATT SEXTON BUSINESS UNIT: ABM

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

THIRD APPROVER NAME: MIKE WALKER BUSINESS UNIT: ABM

TITLE: DIRECTOR, EMERGING INNOVATIONS SIGNATURE: ELECTRONIC APPROVAL

DOCUMENT HISTORY SECTION: Document Created on 06/30/14 by Melissa Cipriani Document Modified on 08/20/14 by Melissa Cipriani Document Modified on 01/15/15 by Melissa Cipriani Document Modified on 02/12/15 by Melissa Cipriani Document Modified on 03/05/15 by Melissa Cipriani

Procedure Title: Activity Queue Onboarding

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