Wi abm 1110 uw work activity queue configuration

CONTROLLED DOCUMENT: WI-ABM-1110

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Activity Queue Configuration

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1110 REVISION: 1.1

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). The Queue is a work activity based component where notifications to participating UW members are prioritized based on qualifications, proximity and community standing. This revolutionary model will modify the dispatch process from a subjective “push” model to a community governed, merit based “pull” model.

The effective use of the Queue starts with a comprehensive onboarding and configuration process. The configuration of specific settings, rules and fields in the UW Admin Portal before a set of users or a specific location begins their use of UW is a critical step to ensuring the complex algorithm that enables the various work activity features and functions are in place.

This Work Instruction (WI) defines the configuration process when implementing the Queue through Unified Workforce. See Section 5.0 to read the Activity Queue onboarding process defined in WI-ABM1108.

2.0

RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES    

It is the responsibility of all participants of UW and Queue 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 complete the steps within their purview specific to the configuration of the Queue functions in UW. It is the responsibility of the UW Support Team to ensure the validity and effectiveness of the processes defined in this WI.

Procedure Title: Activity Queue Configuration

Page 1 of 9

CONTROLLED DOCUMENT: WI-ABM-1110

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 PURPOSE The Activity Queue modifies the dispatch process from a subjective “push” model to a merit based objective “pull” model. Dispatch interacts with the undesirable activities (those not picked by resources) and potentially recycles them back for work activity. Since it is only supposed to be exceptions that get routed to the office distribution list for actions, they may in fact end up direct dispatched bypassing the Queue altogether.

3.2 FIELD WORK ACTIVITY AND ACTIVITY QUEUE Typically, the use of UW for work activity management begins with Field Work Activity. Field Workers can use Field Work Activity without the Queue. However, the 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.

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. Another option is to implement the use of a new work order management system where none existed before, and which requires a great deal of effort that involves a collaborative and deliberate process of implementation.

During the configuration process of the implementation 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 Queue Work Activity.

For more information about Field Work Activity, please go to Section 5.0 to view these Work Instructions:  WI-ABM-1108 Unified Workforce Onboarding – Work Activity | Field  WI-ABM-1109 Unified Workforce Usage and Adoption – Work Activity | Field  WI-ABM-1111 Unified Workforce Configuration – Work Activity | Field 3.3 CONFIGURATION DEPENDENCIES 3.3.1

User Profile The personalized experience in UW is dependent on an effective onboarding process which starts with the accuracy of a user’s profile. During the onboarding process, each UW member’s profile information determines their access to certain information within UW and how information is displayed whenever they are in UW. The items listed below prompt the user’s experience and access to activity and information:

Procedure Title: Activity Queue Configuration

Page 2 of 9

CONTROLLED DOCUMENT: WI-ABM-1110

    

Base Proficiency Business Type Industry Market Location

QMS STANDARDS

   

Office Proficiency Level Role Service

The user’s profile information listed above can be obtained either through a self-registration process or a batch import process when an entire location is implementing the use of work activity in UW. See Section 5.0 to read WI-ABM-1105 Field Work Activity Onboarding for more information.

3.3.2

Proficiency and Assessment During the onboarding process, a new user makes a "declaration" of industry, service, and skill level based on a default list of choices. It is likely, and expected, that users will have numerous industry - service - skill combinations (requires one primary combination). The learning engine sees these as assessment requests and automatically routes an alert (via the UW message buss) to the user to take the qualifying assessment. The assessments essentially produce a competency model for a specific area of expertise (service, industry, and proficiency levels).

Therefore, with the UW member’s role set as Field Worker, which means the potential to use work activity, his declaration will be also be validated through the qualifying assessment that is conducted as part of the UW implementation process for a specific location. The result of the assessment and validation of his declared based proficiency and level, allows the user to participate in the Queue based on his qualifications.

3.4 USER PROFILE VALIDATION OR ADJUSTMENT - UW ADMINISTRATIVE PORTAL The configuration of information in the UW Admin Portal is a critical step that is performed by the UW Support Team with information derived from the work order management system and batch user import process. The user profile information that needs to be validated and configured by the UW Support Team in the Admin Portal is listed below. During the Field Work Activity onboarding and configuration processes, these should have already been validated and configured but when using the Queue, they need to be verified again. 

      

Organizational Hierarchy o Corporation o Business Type o Market o Office o Location UW Queue Access UW Dispatch Delete Access Services/Industry/Skill/Level set User Role (Field, Office, Client) Verify TNT Verify WOM TNT (for any WOM) Verify and Configure Queue rules per Organizational Hierarchy

Procedure Title: Activity Queue Configuration

Page 3 of 9

CONTROLLED DOCUMENT: WI-ABM-1110

QMS STANDARDS

3.5 CONFIGURATION The configuration of Queue Work Activity and all other UW Components take place in the UW Admin Portal. It is where points of configuration for the UW platform are managed, adjusted and displayed.

This administrative interface eliminates the use of third party partners to make adjustments or configure certain settings in the platform. Office (where service is administered), entity, and performance components are all available via the Admin Portal. For example: Office - distance where the UW Queue filters available labor resources. See Section 5.0 to read additional information regarding the UW configuration in a UW reference document.

INITIAL USE BY A LOCATION - The list of features below must be reviewed and adjusted as required when configuring Field Work Activity for the first time. If satisfactory to the organization’s needs, the default configurations can be kept where applicable.

Activity list and calendar views

Event based surge staffing (typically through Dynamic Activity)

Priority based, auto escalation loop

Alert distribution, email

Filtering, business rules enforcement

Random rounds management

Alert distribution, SMS (text)

Filtering, proximity based

“Recycled” alerts and notifications

Algorithm based worker selection

Filtering, skill based

“Recycled” queue activity logic

“Available” priority based ramp

Queue activity summary view (by office)

Shuffle, client priority modification

Charm based expandable application

Integrated search function

SMS (text) based Queue activity interaction

“Committed” alerts and notifications

Office configurable effort and pay banding

System based, objective, work distribution

“Committed” time/day conflict resolution

Office configurable NAL handicap

“Undesirable” alerts and notification

Community standing, induction leveling

Office configurable show pay at “pickup”

“Undesirable” queue activity logic

Compelled collaboration

Office configurable proximity

UW Standing inputs, 56

Continuous quality loops

Peer governed society

Work activity alerts and notifications

Dispatch variant, pull

Performance to opportunity balance (standing)

Work activity summary view (by office)

Dispatch variant, shuffle

“Pickup” alerts and notifications

Work activity type matching, personal protective equipment

Dispatcher-less work activity distribution

“Pickup” by others immediate feedback

Work activity type matching, proximity

Dynamic work type actual pay calculations

“Pickup” selection, effort and pay (optional)

Work activity type matching, skill level

Dynamic work type actual time calculations

Priority based, client manipulation

Work activity type matching, tools

See Section 5.0 to view the definitions of each feature in QMS-ABM-0005 UW Quality Manual.

* See all UW standing inputs here:

Procedure Title: Activity Queue Configuration

http://www.abmlq.com/uwpoints

Page 4 of 9

CONTROLLED DOCUMENT: WI-ABM-1110

QMS STANDARDS

The features shown in red text in the table above are those that must be configured or at least reviewed prior to initial use of UW. The configuration or review steps are listed below the features table.

Feature

Function

Configuration/Review Steps

Community standing, induction leveling

During the on boarding process users declare a default industry-service-skill combination. Over time they will accumulate and lose community points. A new user will be granted the median of all UW users which have a default industry-service-skill match. If no user exists in that match, UW will take the median of points for the levels above and below the users default.

Assessments based on industry-service-skill combination must be configured – see WI-ABM1111 Field Work Activity Configuration and WI-ABM1108 Onboarding

Compelled collaboration

Essentially, when using the pull model of dispatch, users want to have the highest community points as they directly impact the type of work activity they may choose. Thus the UW points engine has the ability to modify the impact of point bearing events. For instance, we may want UW users to collaborate within contextual learning, a reward for that behavior may be adjusting the "reply to content" from a + .25% to a +3% community impact.

Review the UW points engine and adjust from defaults if necessary

Dispatcher-less work activity distribution

Transactional work order systems may "pre assign" work activity types to named users. In this example a location does not have any dispatcher support and pre assigns all work orders to the user "UWQueue". By default, and fully automatic, these activities enter the Queue. See also "dispatch variant, pull"

Integration of existing or implementation of new transactional WOM system before commencing use of Field/Queue Work Activity.

Use of Dynamic Work Activity is also an option.

Filtering, business rules enforcement

“Multi-system filter criteria” is utilized when determining candidates to execute work activity. Examples include, yet are not limited to; certificates of insurance, clearances, certifications, licenses, personal protective equipment, special tools, etc.

Review and adjust “multisystem filter criteria” as necessary

Filtering, skill based

Once assessed a skill level is established for each industry, service, skill scenario. Work activity types contain required industry, service, skill levels and will only appear in the Queue for those with matching or exceeding skill levels.

Assessments for each industry-service-skill combination must be compiled and configured.

Office configurable effort and pay banding

UW average effort and pay by work activity type are constantly being updated. Depending upon the labor conditions and site variables UW displays a range as opposed to exact numbers.

The Office may configure the independent ranges for effort and pay respectively.

Review and adjust average effort and pay ranges as necessary.

Office configurable, show pay at “pickup”

When work activity is shown; Office may elect to not show any pay related data (effort is always shown).

Review and adjust setting as necessary

Office configurable, proximity

One of the filtering mechanisms for the Queue is proximity to the Queue activity. Office may adjust the default setting of 30 miles. Generally, if the office is located in a densely populated area reduced miles may be appropriate. For those offices in rural areas extending the range will allow you to cast a wider net.

Review and adjust setting as necessary

Work activity type matching, personal protective

When PPE is tied to a work activity type it will be filtered when using the pull dispatch variant (UW Queue). In this instance the vendor management module, which contains many pieces

Review PPE information through Admin Portal – Logical Entities; this info

Procedure Title: Activity Queue Configuration

Page 5 of 9

CONTROLLED DOCUMENT: WI-ABM-1110

QMS STANDARDS

equipment

of information on the sub-contractor, will be called to provide reference data. If the requested PPE does not exist the subcontractor will be eliminated from the Queue activity candidate pool.

comes indirectly through TNT configuration.

UW standing inputs

Community standing points, which may be viewed in the information bar (upper right), are dynamically updated.

Hundreds of inputs contribute events which have positive or negative total points impact. Users compete for position and the UW Queue based work activity favors those with the highest standing (as measured by their UW points).

Community standing events are dependent upon input variables pulling from UW native and connected UW environments.

Review standing inputs and modify assignation of points and calculations as necessary

3.6 CONFIGURATION PER LOCATION OR UW USER STEP 1.

WHAT 1Follow Queue Work . Activity onboarding process

2.

Verify and update user profile

3.

Verify user has UW Queue access Verify user has Services/Industry/Skill/ Level set Verify user role has the Queue L3 screen available Verify TNT, the data for which would’ve been collected during the Filed Work Activity Configuration process.

4.

5.

6.

7.

8.

Verify WOM TNT; maps the Maximo compound key back to UW TNT nature of call Verify Queue rules per Org Hierarchy

Procedure Title: Activity Queue Configuration

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

During implementation process with a specific location After user batch import or registration process Configuration

New UW members UW Support Team

WI-ABM-1105 Queue Work Activity Onboarding

UW Support Team

See Section 3.4 for the list of user profile data

UW Support Team

Configuration

UW Support Team

Admin Portal; SDAccess = 1 Admin Portal

Configuration

UW Support Team

Configuration

UW Support Team

Configuration

UW Support Team

Configuration, based on WOM

UW Support Team

Admin Portal User Roles = Field, Office or Client Admin Portal; UW Logical Entities See WI-ABM-1111 Field Work Activity Configuration Admin Portal; WOM – TNT

Org hierarchy defined as: CORP|Business Type|Market or Region|Office|Location

Page 6 of 9

CONTROLLED DOCUMENT: WI-ABM-1110

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 Dynamic Work Activity Field Work Activity Maximo Onboarding Queue, Activity TNT, Types Normalization Table UW Admin Portal UW, Unified Workforce WOM, Work Order Management

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1108 Field Work Activity Onboarding WI-ABM-1111 Field Work Activity Configuration WI-ABM-1109 Field Work Activity – Usage and Adoption WI-ABM-1105 Queue Work Activity Onboarding WI-ABM-1107 Queue Work Activity Usage and Adoption WI-ABM-1551 UW Support and Notifications UW Quality Manual – QMS-ABM-0005 UW Configuration Reference Guide

LOCATION http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1109 http://www.abmlq.com/wiabm1105 http://www.abmlq.com/wiabm1107 http://www.abmlq.com/wiabm1551 http://www.abmlq.com/qmsabm0005 http://www.abmlq.com/uwreference01

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Video: Overview of Queue Work Activity Video: Overview of Field Work Activity QuickTip: Logging into UW for the First Time R-WI-ABM-1105-8 QuickTip – How to log into UW in Outline Mode Procedure Title: Activity Queue Configuration

LOCATION http://www.abmlq.com/uwqueueoverview video http://www.abmlq.com/uwdemochannel http://www.abmlq.com/firstuwlogin http://www.abmlq.com/wiabm1102d

Page 7 of 9

CONTROLLED DOCUMENT: WI-ABM-1110

QMS STANDARDS

KNOWLEDGE DATABASE

LOCATION

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)

1.1 03/05/15 02/16/15

DOCUMENT AUTHORS: Melissa Cipriani; Mike Walker

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 10/14/14 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

Procedure Title: Activity Queue Configuration

Page 8 of 9

CONTROLLED DOCUMENT: WI-ABM-1110

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: 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 10/14/14 by Melissa Cipriani Document Modified on 03/05/15 by Melissa Cipriani

Procedure Title: Activity Queue Configuration

Page 9 of 9