CONTROLLED DOCUMENT: WI-ABM-1111
QMS STANDARDS
BUSINESS UNIT:
ABM 551 Fifth Avenue, Suite 300, New York, NY 10176
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: UW Field Work Activity Configuration
AREA: Operations TYPE OF PROCEDURE:
Transition and Validation
DOCUMENT NUMBER: WI-ABM-1111 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 Through Field Work Activity, Unified Workforce (UW) 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 effective use of Field Work Activity 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 Field Work Activity through Unified Workforce. See Section 5.0 to read WI-ABM-1108 Field Work Activity Onboarding.
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 complete the steps within their purview specific to the configuration of Field Work Activity 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: Field Work Activity Configuration
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CONTROLLED DOCUMENT: WI-ABM-1111
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 paperbased mobile solutions to engage in UW and the Work Activity Queue. 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 FIELD WORK ACTIVITY AND WORK 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 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. 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, 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 Work Activity Queue if it is opted for use. For more information about the Work Activity Queue, please go to Section 5.0 to view these Work Instructions: WI-ABM-1105 UW Work Activity Queue Onboarding WI-ABM-1110 UW Work Activity Queue Configuration WI-ABM-1107 UW Work Activity Queue Usage and Adoption 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: Field Work Activity Configuration
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CONTROLLED DOCUMENT: WI-ABM-1111
QMS STANDARDS
Base Proficiency Business Type Industry Market Location
Office (one noted as Primary) 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-1108 Onboarding Field Work Activity for more information. 3.3.2
Proficiency and Assessment During the on boarding 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 (one combination noted as primary). 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, if the UW member’s role is set as Field Worker, which means the potential to use work activity, his declaration will be also validated through the qualifying assessment that is conducted as part of the UW implementation process for a specific location. See Section 3.7.2 below to read how the qualifying assessment is produced and published to determine a specific competency model.
3.4 CONFIGURATION IN THE 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 key areas that need to be validated during the initial UW onboarding process in the Admin Portal include the items in this table: Section/Area Admin Portal | User Configuration Admin Portal | UW Logical Entities
Admin Portal | Skill
Admin Portal | Location
Procedure Title: Field Work Activity Configuration
Items Included or Data Source From Batch Import or
Registration Form
Service Industry Language Country State Proficiency Proficiency Level ANT (work activity assets)
Location Primary (required) User Site Configuration CL Approver
TNT (work activity types) Certifications COI License Service Tools Special PPE CNT Union
Industry Service Base Proficiency
Corporation Business Market Office Dispatch Delegate
Proficiency Level Primary (required) User Site Configuration
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CONTROLLED DOCUMENT: WI-ABM-1111
Admin Portal | User Attributes – tailors the user experience Admin Portal | External Application – enables singlesign on access TNT (work activity types) – derived from WOM and batch import process – information from TNT is what feeds the Queue
QMS STANDARDS
Zip Code Default Date Internal UW Tech ID
Role SD Access User Site Configuration
Application Configuration Value
Synched User Site Configuration
Failure class code Failure class description Problem code Problem code description Normalized type Industry Service Skill
Skill Level Pay Duration License Certification PPE Required Service Tools Security Clearance
3.5 CONFIGURATION The configuration of Field 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 for additional information on the configuration process from the UW reference documentation. INITIAL USE BY AN ORGANIZATION OR SITE - 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 or site’s needs, the default configurations can be kept where applicable. The features shown in red text 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. Behavioral modification
Field role interface for all WOM
Profile set primary zip filtering
Check in, check out
Field selected work activity (UW Queue)
Profile set top ten zip filtering (portfolio)
Color coded work list
Historical work activity access
Subcontractor management (local labor)
Competitive framework, local labor
Immediate awards leader feedback
Tasks, equipment
Competitive framework, peer to peer
Integrated contextual learning
Tasks, work activity
Continuous learning loops
Integrated materials procurement
UW contextual learning
Continuous quality loops
Journal based, multi-thread notes
UW standing inputs *
Dynamic BI, Metropolis Cases – vignettes
Local labor management (subs)
Work activity, auto check out
Dynamic BI, productivity awareness real time
Location defined behavioral parameters
Work activity, company assignment
Dynamic BI, personal work performance
Offline work activity
Work activity, field generated
Dynamic BI, team work performance
Office assigned work activity
Work activity, individual assignment
Dynamic crew status
One click activity entry from work list
Work activity, multi-user simultaneous engagement
Procedure Title: Field Work Activity Configuration
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CONTROLLED DOCUMENT: WI-ABM-1111
QMS STANDARDS
Dynamic SME
Optimized activity status types
Work activity, offline
Equipment (assets)
Productivity based awards, equipment, allotted vs used, incomplete activities
Work activity type to SME
Expandable charm based user interface
Productivity based awards pay period auto reset
Work activity, user presence
See Section 5.0 to view the definitions of each feature in QMS-ABM-0005 UW Quality Manual.
* See all UW standing inputs here:
http://www.abmlq.com/uwpoints
Feature
Function
Configuration/Review Steps
Color coded work list
The logic is to visually allow new work activities that need to be addressed as “blue”. Incomplete work activities are “red” to bring special attention to items that need to be completed. Blue: you do | Red: don't let these be dead
Review color codes, determine defaults and function.
Continuous learning loops
Learning is grouped within ABM as formal and dynamic. Formal learning drives a learner through a pre-determined path. Dynamic learning allows the learner to consume and contribute experience throughout their interaction with the UW platform. Metropolis feeds active data constantly to the UW Learning screen where it is reveled on a tiles. With the UW2013 release the following tile is provided using the users primary industry - service combination:
UW learning engine (TLS) is configured to place participants in one of three skill levels as related to industry-skill combinations.
Dynamic BI, Metropolis cases – vignettes
a.
Metropolis | # case studies added, # videos added, # views in 2 weeks
Metropolis is an ABM specific platform; implementation of a similar platform by any other organization’s initial use of UW can be reviewed or Metropolis can be modified to suit their business.
Equipment (assets)
Associated to the work activity by the transactional work order system (WOM) and passed through UW to the field work activity application and back to the transactional WOM.
Configure WOM system with UW if location is already using one – equipment data should become available within UW after configuration. If not, introduce use of Dynamic Work Activity or implement the use of a new WOM system at which time, equipment data will be imported.
Expandable charm based user interface
Three types of charms are used across all UW screens: global (right), subordinate (top) and functional (bottom). Charm bars are contextual and not all appear at every screen. Example: Client has a proprietary bar code system they would like to use in conjunction with the UW field work activity application. A charm is added (subordinate) and associated to field work activity with minimal modification to existing systems.
Review location and logic of charms; configure any external system that can be used in conjunction with UW and displayed via a charm.
Field selected work activity (UW Queue)
Dispatch "pull" variant allows the field; based on their proximity, skill level and other variables pickup and commit to available activity. The office service worker assigns the activity to "UW Queue" in their transactional work order management system.
Configure WOM system with UW if location is already using one. If not, introduce use of Dynamic Work Activity or implement the use of a new WOM system. Decision also has to be made on whether the Queue will be leveraged. See section 3.2 above.
Procedure Title: Field Work Activity Configuration
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CONTROLLED DOCUMENT: WI-ABM-1111
QMS STANDARDS
Local Labor management
Work activity, as elected by the sub-contractor may be distributed to an office person (dispatcher) or directly to the field service worker(s). Contractors from ABM Service Network (ASN) will be promoted into UW at the Silver Level and above. See WI-ABM-1112 ABMSN Onboarding in Section 5.0 of this WI to learn more.
If organization uses subcontractors, review this feature and determine what actions a subcontractor can take.
Location defined behavioral parameters
In the UW user profile, the primary and alternate zip codes are stored. Work activity candidates use this information to filter out those not within optimum proximal range. UW offices (where service work is administered) may adjust the default 30 mile radius.
Review default mile radius and adjust as determined by office.
Optimized activity status types
Three, very simple status types are provided, complete, incomplete - will return soon, and incomplete - need parts
Review default status types and adjust as necessary for existing WOMs.
Productivity based awards pay period auto reset
The office specifies their pay periods, generally one or two weeks. Based on that specification the UW field work activity system stores historical information for that period x two.
Configure pay periods preferred by office.
Tasks: equipment, work activity
Common list of tasks which are pulled over from the transactional work order management system related to the asset or work activity. These tasks may be individually checked off as well as a "check all" function.
Configure WOM system with UW if location is already using one – equipment data and tasks should become available within UW after configuration. If not, introduce use of Dynamic Work Activity or implement the use of a new WOM system at which time equipment data may be imported.
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; initial review is also done during on boarding process.
3.6 USERS OF FIELD WORK ACTIVITY This WI defines the configuration of Field Work Activity from two worker perspectives: Field or Mobile Worker – from the perspective of a field or mobile worker as they manage and complete their work activities. Office Worker – from the perspective of office or administrative (dispatcher, service manager, etc.) personnel specific to an office and the locations they administer.
Procedure Title: Field Work Activity Configuration
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CONTROLLED DOCUMENT: WI-ABM-1111
QMS STANDARDS
3.7 CONFIGURATION BY LOCATION 3.7.1 STEP 1.
End Users WHAT
1Follow UW onboarding . process
2.
Update user profile: role = field worker Verify user profile (see section 3.3.1 above) Verify user has Services/Industry/Skill/ Level set
3. 4.
3.7.2 STEP
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
During implementation process with a specific location
New UW members UW Support Team
WI-ABM-1102 WI-ABM-1104 WI-ABM-1103 WI-ABM-1108
Configuration
UW Support Team
Admin Portal
Configuration
UW Support Team
Admin Portal
Configuration
UW Support Team
Admin Portal
Qualifying Assessment WHAT
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
1.
1Follow UW onboarding . process
During implementation process with a specific location
New UW members UW Support Team
WI-ABM-1102 WI-ABM-1104 WI-ABM-1103 WI-ABM-1108
2.
1Identify subject matter . experts in specific industry and service
After new users are onboarded
UW Support Team
Manual process
To determine competency model for a specific location
UW Support Team
Manual process
After qualifying assessment is approved
UW Support Team
UW Admin Portal | Internal Application | Learning Engine | Learning Matrix Assessments
3.
Conduct interview process to produce qualifying assessment questionnaires and responses Publish assessment into TLS
4.
3.7.3 STEP 1.
2.
Configuration - Work Order Management/Transactional System WHAT
Verify or enter equipment information and corresponding work tasks in existing WOM system 1Configure WOM or . transactional system with UW
Procedure Title: Field Work Activity Configuration
WHEN
COMPETENCY (WHO)
If content is not available in existing WOM system
WOM system administrator
If using an existing system
UW Support Team
HOW (TOOLS)
Separate initiative must be undertaken
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CONTROLLED DOCUMENT: WI-ABM-1111
STEP 3.
4.
QMS STANDARDS
WHAT Create “UWQueue” employee in the WOM system and apply appropriate values set
VCollect TNT data and econfigure for each r location
5.
Verify WOM TNT
6.
Perform tests between WOM system and UW
WHEN
COMPETENCY (WHO)
If using the Queue
WOM system administrator
If using the Queue
UW Support Team
If using the Queue with Maximo If using an existing system
UW Support Team UW Support Team
HOW (TOOLS) These settings apply to Maximo WOM only: Priority = 1 to 10 (1 is highest priority) Failure Class Problem Code Duration WO Status Set = APPR Admin Portal TNT Table: http://www.abmlq.com/ wiabm1105c Admin Portal Daily UW Sanity Test Checklist: http://www.abmlq.com/ wiabm1111a
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 Field Work Activity FieldCentrix Maximo Onboarding UW, Unified Workforce WOM, Work Order Management Work Activity Queue
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1108 UW WI-ABM-1111 UW WI-ABM-1105 UW WI-ABM-1107 UW Adoption
Field Work Activity Onboarding Field Work Activity Configuration Work Activity Queue Onboarding Work Activity Queue Usage and
Procedure Title: Field Work Activity Configuration
LOCATION http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1105 http://www.abmlq.com/wiabm1107
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CONTROLLED DOCUMENT: WI-ABM-1111
QMS STANDARDS
WI-ABM-1110 UW Work Activity Queue Configuration WI-ABM-1551 UW Support and Notifications WI-ABM-1112 UW ABM Service Network Onboarding UW Reference Guide
http://www.abmlq.com/wiabm1110 http://www.abmlq.com/wiabm1551 http://www.abmlq.com/wiabm1112 http://www.abmlq.com/uwreference01
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Video: Overview of Work Activity Queue QuickTip: Logging into UW for the First Time QuickTip – How to log into UW in Outline Mode
LOCATION http://www.abmlq.com/wiabm1107a http://www.abmlq.com/firstuwlogin http://www.abmlq.com/wiabm1102d
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
Procedure Title: Field Work Activity Configuration
DOCUMENT MANAGER: Melissa Cipriani
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CONTROLLED DOCUMENT: WI-ABM-1111
QMS STANDARDS
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
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 10/14/14 by Melissa Cipriani Document Modified on 03/05/15 by Melissa Cipriani
Procedure Title: Field Work Activity Configuration
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