CONTROLLED DOCUMENT: WI-ABM-1115
QMS STANDARDS
BUSINESS UNIT:
ABM 551 Fifth Avenue, Suite 300, New York, NY 10176
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: Client Work Activity – Usage and Adoption
AREA: Operations TYPE OF PROCEDURE:
Transition and Validation
DOCUMENT NUMBER: WI-ABM-1115 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 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 past and present work activities for the client’s site locations or office crews. 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 Client Work Activity, it is even more so. Any new concept can benefit from a deliberate process of compelling adoption. This Work Instruction (WI) defines the usage and adoption of Client Work Activity, specifically:: Access to UW and Client Work Activity Adoption o Goals of Adoption o Practical Application Usage o Users of Client Work Activity o Features o Viewing Work Activity o Submitting a Service Request
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 Usag and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1115
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 ACCESS TO CLIENT WORK ACTIVITY THROUGH UW: Any user through a registration process can gain access to Client Work Activity via Unified Workforce or UW. The single-sign on feature of UW allows a user to have access to several UW components including TLS, regardless of whether ABM credentials have been issued. First time users of UW are advised to follow the instructions in this QuickTip: http://www.abmlq.com/firstuwlogin 3.2 ADOPTION In technology, adoption means the transfer between an old system and a target system by 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 within 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. 3.2.1
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. 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. 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-1110 UW Configuration – Hopper Work Activity 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
3.2.2
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 Client Work Activity:
Phase
Level
Planning
Division
Implementation
Location
Application 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
Procedure Title: Client Work Activity Usag and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1115
Deployment
Location
PostDeployment
Location
Stabilization
Location, Division and Organization
QMS STANDARDS
Deliver orientation, training and onboarding to end users Reinforcement of training and support resources by UW Support Team and Solution Supporters Include the merits of UW and all its components, including Client Work Activity in the sales presentation process Solution Supporters should monitor usage of Client Work Activity and review with operations or sales personnel Compel usage through a process dependency Market the use of UW for placing service requests for non-urgent services 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
For an in-depth explanation of how Solution Supporters are leveraged for the onboarding process, please go to Section 5.0 to read WI-ABM-1506 Onboarding Formal Learning. 3.3 MASS COMMUNICATION TO TARGET AUDIENCE An equally important aspect of onboarding and user adoption, is providing awareness to the affected or target audience in a timely and sequential manner. To this end, a series of email announcements are used to prepare new TLS users and also get them excited about the release of a new solution or new learning content. There are six announcements available as email templates with each serving a different purpose – see Section 5.0 to read WI-ABM-1113 Client Work Activity Onboarding, a work instruction that details communication as part of the onboarding process. 3.4 USERS OF CLIENT WORK ACTIVITY The cycle of providing any type of service begins and ends with the client. Their participation in the work activity management process of UW can provide them with current information specific to the properties in their portfolio. Of course, the service cycle cannot be complete without the field and office workers. In UW, the users of the Client Work Activity component are: Client (external user) Office Worker (internal user) 3.5 FIELD AND QUEUE WORK ACTIVITIES Typically, the use of UW for work activity management begins with Field Work Activity. UW members can use Field Work Activity without the Hopper. However, the Hopper cannot be used without Field Work Activity. Therefore, this WI defines the use of Client Work Activity which may or may not include the use of the Hopper Work Activity by the locations in their portfolio. 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. Therefore, the use of Client Work Activity is dependent upon the implementation of Field Work Activity and configuration of all existing transactional management systems that are in use by services contracted by a Client in all their locations. 3.5.1
SHUFFLE, CLIENT PRIORITY MODIFICATION Included with the use of the Queue is the client’s ability to shuffle the priority of their work activities. Modifying the priority of an activity modifies the notification ramp. This is referred to as the shuffle dispatch variant. To learn how this feature works, see Section 5.0 to read WI-ABM-1107 Work Activity Queue Usage and Adoption.
Procedure Title: Client Work Activity Usag and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1115
QMS STANDARDS
3.6 CLIENT WORK ACTIVITY FEATURES The features listed below provide Clients with the ability to view work activity at their fingertips. 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
3.7 UW SCREEN Once logged into UW, the features available to a Client can provide access to past and present work activity at all the locations in their portfolio and be able to submit service requests. The image below is an example of the Client Work Activity “where’s my tech” screen, where users can view activity and submit requests.
The icons on the top and right side of the screen are known as charms. They provide filtered views and specific functions like submitting a service request. See Section 3.8 to learn how to navigate this screen. The table below defines the function of each charm:
Procedure Title: Client Work Activity Usag and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1115
Charm
QMS STANDARDS
Function
TOP, Left to Right: In Progress, All Active, Completed
Filters view according to work order status
Map View
Filters view of work orders on a map
List View
Returns to default list or all view
Create Request
Displays a form used to submit new service requests
Navigate to Geo
Displays the UW Geo (Location Based Services) element of UW
Global : RIGHT, Top to Bottom Search
An advanced work activity search feature that provides filtering options
Home
Returns to Home Screen
Navigate
Shows a number to help users navigate using the tile user interface
Settings
Provides options like Network, Refresh, Status and Logout
3.8 USAGE OF CLIENT WORK ACTIVITY 3.8.1 STEP
VIEW ACTIVITY WHAT
1.
1Follow UW onboarding . process
2.
LLog into UW o
3.
WHEN After transactional WOM system has been integrated with UW – first time users To view work activity
COMPETENCY (WHO)
WI-ABM-1102 WI-ABM-1104 WI-ABM-1103 WI-ABM-1113
Client
http://www.abmlq.com/ firstuwlogin
Click: > my role > [client] work activity tile > launch tile > run “where’s my tech” list will come up – click on work order number (wo#) to view additional information
To view activity
Client
To see a specific activity
Client
5.
Click left pointing arrow
Expose charms and/or menu options
Client
6.
Click on each charm
Client
7.
Click right pointing arrow
To filter views or perform an action when required To log out
4.
Procedure Title: Client Work Activity Usag and Adoption
HOW (TOOLS)
New UW members UW Support Team
http://www.abmlq.com/ uwoutlinemode QuickTip: UW User Interface http://www.abmlq.com/ qtuwinterface
Info displayed: 1.Bill to customer 2.Caller Name 3.Customer PO# 4.Contract # 5.Equipment info 6.Status 7.Reported date 8.Business Unit 9.Location Charms displayed are shown in Section 3.7 above.
Client
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CONTROLLED DOCUMENT: WI-ABM-1115
3.8.2 STEP 1.
SUBMIT SERVICE REQUEST WHAT
1Follow steps 2 thru 5 . above
WHEN
COMPETENCY (WHO)
To expose charms as required
Client
2.
Click “Create Request” charm
To submit a service request
Client
3.
Fill out request for service form, then click Submit
To submit a service request
Client
4.
View field work activity list Schedule or dispatch as required RRepeat steps 2 thru 5 to eview activity p
To view a new service request To perform service
Office Worker
Check on service status
Client
5. 6.
4.0
QMS STANDARDS
HOW (TOOLS) Charms displayed are shown in Section 3.7 above.
Form includes: 1.Requestor name 2.Request type 3.Priority 4.Target Time 5.Building Name 6.Client Name 7.Zip Code 8.Description 9.Notes
Office Worker
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 Charms Corrigo Field Work Activity FieldCentrix Hopper Work Activity Maximo Onboarding UW, Unified Workforce WOM, Work Order Management
Procedure Title: Client Work Activity Usag and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1115
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 Hopper Work Activity Onboarding WI-ABM-1107 Hopper Work Activity Usage and Adoption WI-ABM-1110 Hopper Work Activity Configuration WI-ABM-1551 UW Support and Notifications WI-ABM-1113 Client Work Activity Onboarding WI-ABM-1115 Client Work Activity Usage and Adoption QMS-ABM-0005 UW Quality Manual
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/qmsabm0005
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
R-WI-ABM-1105-8 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
Procedure Title: Client Work Activity Usag and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1115
QMS STANDARDS
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
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: Client Work Activity Usag and Adoption
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