CONTROLLED DOCUMENT: WI-ABM-1118
QMS STANDARDS
BUSINESS UNIT:
ABM 551 Fifth Avenue, Suite 300, New York, NY 10176
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: UW Procurement Management – Usage and Adoption
AREA: Operations TYPE OF PROCEDURE:
Transition and Validation
DOCUMENT NUMBER: WI-ABM-1118 REVISION: 1.1
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Released 03/09/15 03/09/15
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0
PURPOSE/SCOPE The Procurement Management component in UW gives the ability to procure and account for materials while working within UW field work activities. A Purchase Order Management Proxy (expedites integration work) has been built to allow multiple purchasing systems the ability to integrate with the UW platform. ABM leverages procurement and procure to pay platforms. These systems are integrated with UW and the PO Proxy to facilitate materials procurement during the work activity cycle. 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 Procurement Management, it is even more so. A concept that is new not only to ABM but to the Industry, can benefit from a deliberate process of compelling adoption. The advantage to using Procurement Management in conjunction with Field Work Activity in UW is once the momentum starts, the exponential realization of its value can propel and sustain its adoption. This Work Instruction (WI) defines the usage and adoption of Procurement Management.
2.0
RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES
It is the responsibility of all participants of UW and Procurement Management 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 ensure the validity and effectiveness of the processes defined in this WI.
Procedure Title: Procurement Management Usage and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1118
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 PROCUREMENT AND FIELD WORK ACTIVITY The ability to procure materials and/or labor while on a work activity and associate procured materials to a specific equipment is a powerful, efficient and practical feature that users can leverage from the Procurement Management component of UW. From Field Work Activity and while in a work order, a worker can view all vendors in the area using geo coded locations in Bing Maps. The decision of picking which vendor to use can be made simple based on their standing, the ranking of which is evident through color coded indicators. While the most powerful use of the procurement management component is realized from within a work activity; office personnel will gain access via a tile within the UW platform. See Section 5.0 to read the following work instructions for additional information on Procurement Management and Field Work Activity: WI-ABM-1116 UW Procurement Management Onboarding WI-ABM-1108 UW Field Work Activity Onboarding WI-ABM-1109 UW Field Work Activity Usage and Adoption 3.2
USERS OF PROCUREMENT MANAGEMENT Any UW member with the appropriate rights can use Procurement Management in UW, namely:
3.3
Field Worker – a field worker can pick from multiple vendors displayed in Bing Map while in a work order, submit a purchase order for materials (or labor). Once the materials are sent to the vendor (within the procurement engine between requisition and PO) the materials are sent back to UW and populate the respective work activity. Office Worker – an office worker can pick from multiple vendors displayed in Bing Map as a pro-active step to have the field worker pick up materials on his way to a jobsite and see purchasing information for all field employees associated to the office
ADOPTION User adoption means the acceptance and use of new systems, solutions or processes that are being implemented in 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. 3.6.1
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.
Procedure Title: Procurement Management Usage and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1118
Minimize user issues with proper training and onboarding process
Provide visibility to usage metrics
3.6.2
QMS STANDARDS
Adoption starts at the beginning of a “project” or “implementation”, not at its completion. The production and availability of learning content before a single user logs into UW is going to ensure a well-prepared set of users. Our objective is to minimize any user issues during the implementation process and sustain the long-term use of the solution by compelling an outcome that will meet the needs of the users and their customers. This is only attainable with a proper training and onboarding process that is reinforced by the Solution Supporters and the UW Support team. See Section 5.0 to view WI-ABM-1119 Dynamic Work Activity Onboarding for additional information. 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-1111 Field Work Activity Configuration and WI-ABM-1003 Unified Workforce Quality Review for additional information.
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 Procurement Management.
Phase
Level
Planning
Division
Application
Implementation
Location
Deployment
Location
Post-Deployment
Location
Stabilization
Location, Division and Organization
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 Deliver orientation, training and onboarding to end users Reinforcement of training and support resources by UW Support Team and Solution Supporters Consider incorporation of UW Procurement Management usage into key performance indicators (KPIs) Monitor usage of Work Activity components by Solution Supporters based on native point system features Require the strict use of vendors that are only in P2P or MRO Spend and thus available through UW Coach those whose community standings may need improvement based on a location’s use of UW Consider incorporation of UW work activity usage into performance review process 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 If incorporated into KPIs or performance reviews, monitor performance and implement continuous improvement methods
3.4 VENDOR ONBOARDING VIA PROCURE TO PAY (P2P) OR MRO SPEND The onboarding process for vendors is based on the origin of their initial participation in the network of ABM vendors. Internal – vendors providing materials to ABM employees; they are onboarded via P2P or the eProcurement system External – franchisees and subcontractors that provide services or labor to the service network; they are onboarded via MRO Spend
Procedure Title: Procurement Management Usage and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1118
QMS STANDARDS
3.5 VENDOR TYPES There are three types of vendors who can participate in UW based on what they can provide to ABM and its clients: Labor Material Labor and Material The following icons identify the vendor type and other practical information while using Procurement Management in UW: Labor Materials Labor & Material Current Location Selected Vendor (for information) 3.6
VENDOR RANKING Color coded supplier map ranking - material suppliers are sent from P2P in a cost based rank order. Once they hit UW this ranking is combined with their community points to establish their position as good, fair, poor. When using a map feature, these partners will appear on the map as green (good), yellow (fair) and poor (red) indicators. To learn more about the UW standing inputs or UW points, visit this link: http://www.abmlq.com/uwpoints
3.7
USAGE OF PROCUREMENT MANAGEMENT 3.7.1
STEP
Field Worker WHAT
1.
1Log into UW: . https://unifiedworkforce. abm.com
2.
3.
WHEN
COMPETENCY (WHO)
Start of work day
>Field Worker
Ensure “Use My Current Location” is enabled
If user’s device has GPS
>UW Support Team >Field Worker
Go to Field Work Activity
Start of work day
>Field Worker
HOW (TOOLS) Logging into UW the First Time: http://www.abmlq.com/firstuwlogin Using UW in Outline Mode: http://www.abmlq.com/uwoutlinem ode Using UW in HTML5: http://www.abmlq.com/uwhtml5mo de
Updates will be listed by “total users” and “active users” QuickTip re: My Role, Rhythm and Experience: http://www.abmlq.com/wiabm1109
Procedure Title: Procurement Management Usage and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1118
STEP
WHAT
QMS STANDARDS
WHEN
COMPETENCY (WHO)
HOW (TOOLS) b
4.
5.
6.
7.
Click on work order for which activity is being performed Click left facing arrow (right side) to expose all charms; click “Nearby” charm to view all vendors in the area
To order parts or labor
>Field Worker
To order parts or labor
>Field Worker
Click “Parts” charm to submit PO for materials or labor Log out of Field Work Activity
To order parts or labor
>Office Worker
At the end of work day
>Field/Mobile Worker
Overview Video: http://www.abmlq.com/pomovervie w See Section 3.5 above to view legend for icons See Section 3.6 to read how vendors are ranked Overview Video: http://www.abmlq.com/pomovervie w
3.7.2 Office Worker The Office Worker can leverage the following Procurement Management features to easily manage costs associated to an equipment, a work order or their entire location. The logic for the Office Worker using UW is that their default industry/service pre-filters content within the procurement platforms to enhance their experience and speed. Some features can also encourage a collaborative culture within the location and organization.
Compelled collaboration Field, Office and Client roles are all encouraged to gain points by consuming and/or contributing points of information. Our material supplier partners are strongly encouraged as these points represent the majority of points opportunities which will determine their positioning as good, fair or poor in the field users view.
Dynamic BI, Procurement activity intelligence (individual) An individual can see what is pending approval, been purchased or in process
Dynamic BI, Procurement activity intelligence (team) An office person can see what is pending approval, been purchased or in process for all field employees associated to the office
Purchasing summary view (by office) Similar to the labor summary view, this view, provided from the PO management module, allows the office to see purchasing information for all field employees associated to the office
Procedure Title: Procurement Management Usage and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1118
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 Admin Portal EASI, Evangelists, Advocates and Supporters Influence Field Work Activity GPS, Global Positioning System MRO Spend Onboarding Procurement Management Procure to Pay (P2P) UW, Unified Workforce WOM, Work Order Management
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME QMS-ABM-0005 UW Quality Manual WI-ABM-1116 UW Procurement Management Onboarding WI-ABM-1117 UW Procurement Management Configuration WI-ABM-1122 GEP Onboarding WI-ABM-1123 EqualLevel Onboarding WI-ABM-1102 UW General Onboarding WI-ABM-1103 UW Location Onboarding WI-ABM-1104 UW Individual Onboarding WI-ABM-1108 UW Field Work Activity Onboarding WI-ABM-1111 UW Field Work Activity Configuration WI-ABM-1109 UW Field Work Activity Usage and Adoption
Procedure Title: Procurement Management Usage and Adoption
LOCATION http://www.abmlq.com/qmsabm0005 http://www.abmlq.com/wiabm1116 http://www.abmlq.com/wiabm1117 http://www.abmlq.com/wiabm1122 http://www.abmlq.com/wiabm1123 http://www.abmlq.com/wiabm1102 http://www.abmlq.com/wiabm1103 http://www.abmlq.com/wiabm1104 http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1109
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CONTROLLED DOCUMENT: WI-ABM-1118
QMS STANDARDS
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE QuickTip: Logging into UW Video: Procurement Management Overview
LOCATION http://www.abmlq.com/firstuwlogin http://www.abmlq.com/pomoverview
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS MRO Spend Procure to Pay (P2P) Unified Workforce
LOCATION http://www.abm.com/pages/mrospend.aspx http://www.abmlq.com/abmp2p 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 03/09/15 03/06/15
DOCUMENT AUTHORS: Melissa Cipriani; Mike Walker; 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: Procurement Management Usage and Adoption
DATE OF REVISION MM/DD/YY 01/26/15 03/09/15
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CONTROLLED DOCUMENT: WI-ABM-1118
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 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: ABMLQ, UW DEPLOYMENT SIGNATURE: ELECTRONIC APPROVAL SIGNATURE: ELECTRONIC APPROVAL
THIRD APPROVER NAME: MIKE WALKER BUSINESS UNIT: ABM
TITLE: PROG DIR, EMERGING INNOVATIONS SIGNATURE: ELECTRONIC APPROVAL
DOCUMENT HISTORY SECTION: Document Created on 01/26/15 by Melissa Cipriani Document Modified on 03/09/15 by Melissa Cipriani
Procedure Title: Procurement Management Usage and Adoption
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