CONTROLLED DOCUMENT: WI-ABM-1114
QMS STANDARDS
BUSINESS UNIT:
ABM 551 Fifth Avenue, Suite 300, New York, NY 10176
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: Client Work Activity - Configuration
AREA: Operations TYPE OF PROCEDURE:
Transition and Validation
DOCUMENT NUMBER: WI-ABM-1114 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 Client 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 begin 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 Client Work Activity through Unified Workforce. See Section 5.0 to read the Client Work Activity onboarding process defined in WI-ABM-1113.
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 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 Client 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: Client Work Activity Configuration
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CONTROLLED DOCUMENT: WI-ABM-1114
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 AREAS OF CONFIGURATION The configuration process for Client Work Activity includes the following areas: Integration to Work Order Management System o Equipment (assets) o TNT Table Update o Work Tasks Admin Portal Updates – User Profile o Role o Location(s) o User Attribute o External Application 3.2 FIELD WORK ACTIVITY AND WORK ACTIVITY QUEUE Typically, the use of UW for work activity management begins with Field Work Activity. UW members 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 Client Work Activity which may or may not include the use of the Work Activity 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. 3.3 INTEGRATION TO TRANSACTIONAL WORK ORDER MANAGEMENT SYSTEM During the configuration process Client 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 if it is opted for use. For more information about the Field Work Activity and Work Activity Queue, please go to Section 5.0 to view the related Work Instructions including the configuration of the transactional work order management system in place. 3.4 ADMIN PORTAL UPDATES 3.4.1
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, the actions they can perform, 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: Client Work Activity Configuration
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CONTROLLED DOCUMENT: WI-ABM-1114
Business Type Industry Market Location
QMS STANDARDS
Office 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 related onboarding work instructions. 3.5 CONFIGURATION - INITIAL USE BY AN ORGANIZATION The configuration of Client 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. The list of features below must be reviewed and adjusted as required when configuring Client Work Activity for the first time. If satisfactory to the organization’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. Client role interface for all WOM Profile set primary zip filtering Dynamic BI, Metropolis cases – vignettes
Profile set top ten zip filtering (portfolio)
Historical work activity access
Real time work activity status
Integrated search function
Tile clustering, contextual insight
Office role interface for all WOM
Work request creation
See Section 5.0 to view the definitions of each feature in QMS-ABM-0005 UW Quality Manual.
Feature
Function
Configuration/Review Steps
Client role interface for all WOM
UW aggregates work activity for a client across their portfolio which in many cases may consist of numerous transactional work order management systems.
Configure all WOM systems with UW if locations are already using one. If not, introduce use of Dynamic Work Activity or implement the use of a new WOM system.
Dynamic BI, Metropolis cases – vignettes
Each UW member declares their industries and services as shown in metropolis.abm.com. These declarations (many to many) are used to personalize the experience to show user-relevant information. This information (agents) are displayed via UW tiles on UW screens.
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.
Historical work activity access
Ability to look back, across any connected transactional work order management system, and pull history on work activities for a client’s your associated locations.
Associate all locations to each Client as required.
Work request creation
Quick form to submit a service request at a specific location.
Configure WOM system if one exists
Procedure Title: Client Work Activity Configuration
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CONTROLLED DOCUMENT: WI-ABM-1114
QMS STANDARDS
3.6 CONFIGURATION BY LOCATION 3.6.1
End Users - Client
STEP
WHAT
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
1.
1Follow UW onboarding . process
After transactional WOM system has been integrated with UW
New UW members UW Support Team
WI-ABM-1102 WI-ABM-1104 WI-ABM-1103 WI-ABM-1113
2.
Change user status to Active Update user profile: role = Client Associate all locations from Client’s portfolio Send welcome email to user LLog into UW o
Configuration
UW Support Team
Admin Portal
Configuration
UW Support Team
Admin Portal
Configuration
UW Support Team
Admin Portal
Configuration
UW Support Team
To view work activity
End Users
http://www.abmlq.com/ uwemailtemplates http://www.abmlq.com/ firstuwlogin
3. 4. 5. 6.
http://www.abmlq.com/ uwoutlinemode
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 Corrigo Field Work Activity FieldCentrix Maximo Onboarding UW, Unified Workforce WOM, Work Order Management Work Activity Queue
Procedure Title: Client Work Activity Configuration
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CONTROLLED DOCUMENT: WI-ABM-1114
QMS STANDARDS
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-1105 Work Activity Queue Onboarding WI-ABM-1107 Work Activity Queue Usage and Adoption WI-ABM-1110 Work Activity Queue Configuration WI-ABM-1551 UW Support and Notifications WI-ABM-1113 Client Work Activity Onboarding WI-ABM-1115 Client Work Activity Usage and Adoption UW Configuration Reference Guide
LOCATION http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1105 http://www.abmlq.com/wiabm1107 http://www.abmlq.com/wiabm1110 http://www.abmlq.com/wiabm1551 http://www.abmlq.com/wiabm1113 http://www.abmlq.com/wiabm1115 http://www.abmlq.com/uwreference01
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE QuickTip: Logging into UW for the First Time
LOCATION http://www.abmlq.com/firstuwlogin
QuickTip – How to log into UW in Outline Mode Video: What is UW?
http://www.abmlq.com/uwoutlinemode http://www.abmlq.com/videowhatisuw
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
Procedure Title: Client Work Activity Configuration
DOCUMENT MANAGER: Melissa Cipriani
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CONTROLLED DOCUMENT: WI-ABM-1114
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
THIRD APPROVER NAME: MIKE WALKER BUSINESS UNIT: ABM
TITLE: SENIOR VP, LEARNING AND QUALITY TITLE: VP OF OPS, LEARNING AND QUALITY TITLE: SIGNATURE: ELECTRONIC APPROVAL SIGNATURE: ELECTRONIC APPROVAL 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: Client Work Activity Configuration
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