CONTROLLED DOCUMENT: WI-ABM-1113
QMS STANDARDS
BUSINESS UNIT:
ABM 551 Fifth Avenue, Suite 300, New York, NY 10176
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: Client Work Activity - Onboarding
AREA: Operations TYPE OF PROCEDURE:
Profile Customer
DOCUMENT NUMBER: WI-ABM-1113 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 The delivery of products and services starts and ends with the Client. Their role and participation in a work activity cycle provide access to timely information to eliminate the age-old question in the service industry: “Where’s my tech?” In the UW Client Work Activity component, clients have access to work activity for their entire portfolio regardless of the originating transactional work order management systems. Client Work Activity is a simplified tool that allows users to submit new service requests and view current, past, and present work activities for the client’s site locations or office crews. The effective use of any solution is dependent on a proper onboarding process, especially when external users such as Clients are involved. This Work Instruction (WI) defines the onboarding process of Client Work Activity in UW. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES
It is the responsibility of all participants of UW and Client Work Activity to read, understand and abide by the provisions of this WI. It is the responsibility of managers from locations or divisions that will implement the use of UW to read and abide by the provision of this WI. It is the responsibility of the UW Support Team to ensure the validity and effectiveness of the configuration process.
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.
Procedure Title: Client Work Activity Onboarding
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CONTROLLED DOCUMENT: WI-ABM-1113
QMS STANDARDS
3.0 PROCEDURE (SOP OR WI STEPS) 3.1 AREAS OF ONBOARDING The onboarding process for Client Work Activity includes the following areas: Access to Unified Workforce o Client Work Activity (eService) o Learning Management (The Learning Spot) Integration to Work Order Management System o Prerequisite: Implementation of UW at Locations in Client’s Portfolio Communication Training Support 3.2 FIELD WORK ACTIVITY AND WORK ACTIVITY QUEUE Typically, the use of UW for work activity management begins with Field Work Activity (WA). UW members can use Field WA without the Queue. However, the Queue can’t be used without Field WA. In other words, the onboarding process when using UW for work activity management begins with Field WA. In order for users to leverage Client Work Activity, one or more of the locations in their Portfolio must already be using UW Field Work Activity. The use of the Queue is not required for a Client to participate in UW. 3.3 TYPES OF ONBOARDING There two types of onboarding methods into UW and Client Work Activity: 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. By Individual User (new or existing Client) – see Section 3.6 on the step-by-step process for onboarding a new hire. 3.4 CONFIGURATION The configuration of information in the UW Admin Portal works hand-in-hand with the onboarding process. This is a critical step that is performed by the UW Support Team with information that can be derived from the work order management system and batch user import process or as provided by the ABM office and location. See Section 5.0 to read WI-ABM-1114 Client Work Activity – UW Configuration for additional information. 3.5 ONBOARDING BY LOCATION The Clients of an office, location or division can be on boarded into UW in partnership with a Location or Solution Supporter. This method can be the simpler way of provisioning access to UW for multiple numbers of users through a batch import process. It eliminates the need for each user (during the implementation process) to register individually. STEP 1.
2.
WHAT Follow process for integration of transactional work order management system (WOM) with UW Initiate use of Dynamic Work Activity or implement the use of a transactional
WHEN If one is already in use
COMPETENCY (WHO) UW Support Team WOM Administrator
HOW (TOOLS) WI-ABM-1111 UW Configuration Field Work Activity
If location is not currently using a transactional WOM system
UW Support Team
WI-ABM-1111 UW Configuration Field Work Activity
Procedure Title: Client Work Activity Onboarding
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CONTROLLED DOCUMENT: WI-ABM-1113
WHAT work order management system 3. 1Follow UW Location . Onboarding Process (includes batch import process)
QMS STANDARDS
STEP
WHEN
COMPETENCY (WHO)
Before initial use of UW by employees
> UW Support Team > LQ Team/Project Manager > Location or Solution Supporters UW Support Team WOM Administrator
4.
Obtain and scrub Client data for import into UW
Before initial use of UW by Clients
5.
Series of communication is initiated (1, 2 and 3 of 6)
6.
Training is scheduled and completed
Implementation Phase – as prompted by LQ Team or Project Manager Deployment Phase
7.
Send out next set of communication (4 and 5 of 6)
8.
Initial log in of users
9.
Support process is followed
10. Send out final communication (6 of 6) – Mainstreamed
Deployment Phase – as prompted by LQ Team or Project Manager Deployment Phase PostDeployment PostDeployment Phase
Location or Solution Supporters
HOW (TOOLS)
WI-ABM-1103 UW Onboarding Location
Options: 1. Manual process through import file 2. Through existing WOM system Email communication series
> LQ Team/Project Manager > Location or Solution Supporters > End Users Location or Solution Supporters
Web conference
End Users
QuickTip: Logging into UW for the first time
> UW Support Team > Location or Solution Supporters Corporate Quality Manager
WI-ABM-1551 UW Support and Notifications
Email communication series
Email communication series
3.6 ONBOARDING INDIVIDUAL OR NEW CLIENTS When new individual users need access to UW Client Work Activity, outside of an initiative to deploy UW to an entire location or division, the following steps must be followed: STEP
WHAT
1. 1Send . communication to new client or new UW user that guides them on the registration process
WHEN At Start Date
Procedure Title: Client Work Activity Onboarding
COMPETENCY (WHO) Location or Solution Supporters
HOW (TOOLS) Email communication templates
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CONTROLLED DOCUMENT: WI-ABM-1113
STEP
QMS STANDARDS
WHAT
WHEN
COMPETENCY (WHO) New User
HOW (TOOLS)
2.
Registration process is followed
As required
3.
Contact new user to complete registration process Send welcome email with log-in information and end user learning content links User logs into UW
Upon receipt of registration
UW Support Team
Manual process
To complete process
UW Support Team
Email Template
To complete process
New User
QuickTip: Logging into UW for the first time
Support process is followed
Long-term use of UW
> End User > Location or Solution Supporter > UW Support Team
WI-ABM-1551 UW Support and Notifications
4.
5.
6.
QuickTip: How to create a new UW account
WI-ABM-1115 Client Work Activity Usage and Adoption
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 ABM LQ, Learning and Quality Admin Portal Field Work Activity QuickTips Transactional Work Order Management (WOM) UW, Unified Workforce WI, Work Instruction Work Activity Queue
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1102 UW Onboarding Locations WI-ABM-1551 UW Support and Notifications WI-ABM-1114 Client Work Activity Configuration WI-ABM-1115 Client Work Activity Usage and Procedure Title: Client Work Activity Onboarding
LOCATION http://www.abmlq.com/wiabm1102 http://www.abmlq.com/wiabm1551 http://www.abmlq.com/wiabm1114 http://www.abmlq.com/wiabm1115 Page 4 of 6
CONTROLLED DOCUMENT: WI-ABM-1113
QMS STANDARDS
DOCUMENT NAME Adoption
LOCATION
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Email Communication Templates QuickTip - How to Create a New UW Account QuickTip - How to log into UW for the first time
LOCATION http://www.abmlq.com/wiabm1113a http://www.abmlq.com/wiabm1102a http://www.abmlq.com/firstuwlogin
QuickTip – How to log into UW in Outline Mode
http://www.abmlq.com/uwoutlinemode
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 02/12/15
DOCUMENT AUTHORS: Melissa Cipriani; Greg Lush
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
Revision 1.0 1.1
SECTION / PARAGRAPH CHANGED All All
CHANGE MADE
Initial Entry Prepare for release
Procedure Title: Client Work Activity Onboarding
DATE OF REVISION MM/DD/YY 10/15/14 03/05/15
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CONTROLLED DOCUMENT: WI-ABM-1113
QMS STANDARDS
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
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: BUSINESS UNIT: TITLE: SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 10/15/14 by Melissa Cipriani Document Modified on 03/15/15 by Melissa Cipriani
Procedure Title: Client Work Activity Onboarding
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