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 – 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: Field/Mobile worker Office worker
2.0
RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES
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
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CONTROLLED DOCUMENT: WI-ABM-1109
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 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
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CONTROLLED DOCUMENT: WI-ABM-1109
QMS STANDARDS
For more information about the Queue, please go to Section 5.0 to view these Work Instructions: 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 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: WI-ABM-1108 UW Field Work Activity Onboarding 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: 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. 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
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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
Implementation
Location
Deployment
Location
Post-Deployment
Location
Stabilization
Location, Division and Organization
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
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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.
2.
WHAT 1Generate monthly . scheduled work orders from WOM. 1Log 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
3.
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
5.
Work activities will list all work orders; click the work order that user will be working on
Before performing work
>Field/Mobile Worker
6.
Click “check in”
>Field/Mobile Worker
7.
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
4.
8.
9.
10.
Procedure Title: Field Work Activity Usage and Adoption
>Office Worker
>Field/Mobile 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.
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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)
1.
1Generate unscheduled . work order out of transactional WOM
Service or repair work is requested
>Office Worker
2.
Follow steps 4 and 5 above in section 3.7.1
When going to the Work Activities list
>Field/Mobile Worker >Office Worker
3.
Click “Create Work Activity”
Service or repair work is requested
>Field/Mobile Worker >Office Worker
4.
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
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 UW 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 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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