Wi abm 1119 uw dynamic work activity onboarding

CONTROLLED DOCUMENT: WI-ABM-1119

QMS STANDARDS

BUSINESS UNIT:

ABM 551 Fifth Avenue, Suite 300, New York, NY 10176

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Dynamic Work Activity – Onboarding

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1119 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 Through Dynamic Work Activity (DWA), Unified Workforce (UW) provides a native work activity interaction for field labor resources when the use of a work order management system is unavailable or not an option.

The device and operating system agnostic tool allows office and field personnel to perform the same basic functions that are available in Field Work Activity but without the external integration of a work order management system.

The effective use of DWA or any solution is dependent on a proper onboarding process. This Work Instruction (WI) defines the onboarding process of Dynamic Work Activity in UW. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES   

It is the responsibility of all participants of UW and Dynamic 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: Dynamic Work Activity Onboarding

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CONTROLLED DOCUMENT: WI-ABM-1119

QMS STANDARDS

3.0 PROCEDURE (SOP OR WI STEPS) 3.1 AREAS OF ONBOARDING The onboarding process for Dynamic Work Activity includes the following areas:  Access to Unified Workforce and subsequently: o Dynamic Work Activity o Field Work Activity o Work Activity Queue (if leveraged)  Communication  Training  Support 3.2 FIELD WORK ACTIVITY AND QUEUE WORK ACTIVITY Typically, the use of UW for work activity management begins with Field Work Activity (WA) and the integration of an external transactional or work order management (WOM) system such as Maximo or Corrigo. If a WOM system is not in use or not an option, Dynamic Work Activity can be used natively within UW to leverage similar features as an external WOM. The UW Queue can also be used in conjunction with the work activity components; it gives users the ability to participate in a pool of labor while vying for work based on merit and social standing. UW members can use FWA and DWA without the Queue. However, the Queue can’t be used without Field WA. Additionally, work activities created in DWA can either be assigned to an “Individual” or the “Community” (multiple workers). Assigning to a Community allows the generation of multiple work activities at a time. If assigned to a Community, the work order must be managed (picked up, committed) in the Work Activity Queue. If assigned to an individual, it can be managed in Field Work Activity.

Important Note: Qualifying assessments must be completed and passed by UW users in order to see work activities via the Queue. However, direct-assigned and dispatch delegate users can override this requirement.

For more information on this process and Field Work Activity or Queue, please see Section 5.0 of this WI. 3.3 CONFIGURATION The configuration of settings and features 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 derived from the location/office and the batch user import process. See Section 5.0 to read WI-ABM-1111 UW Field Work Activity Configuration and WI-ABM-1120 UW Dynamic Work Activity Configuration for additional information.

3.4 ONBOARDING STEPS As noted above in Section 3.2, the onboarding process for DWA is incorporated with the implementation of Field Work Activity and as such, the onboarding steps are identical except as noted below:  

Option to use or not use Work Activity Queue – if the Work Activity Queue is being leveraged, then the onboarding and configuration steps for the Queue will have to be completed as well Integration of external WOM – obviously, since DWA is being leveraged in lieu of an external WOM system, there is no need to integrate it into UW

Procedure Title: Dynamic Work Activity Onboarding

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CONTROLLED DOCUMENT: WI-ABM-1119

QMS STANDARDS

3.4.1 ONBOARDING BY LOCATION An office, location or division can be on boarded into UW in partnership with an EASI 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 WHAT 1. 1Follow UW Location . Onboarding Process (includes batch import process) 2.

Follow UW FWA onboarding process

3.

Follow UW Queue onboarding process Series of communication is initiated (1, 2 and 3 of 6)

4.

WHEN Decision is made to start using UW

Decision is made to start using FWA If UW Queue is being used Implementation Phase – as prompted by LQ Team or Project Manager Deployment Phase

5.

Training is scheduled and completed

6.

Send out next set of communication (4 and 5 of 6)

7.

Initial log in of users

8.

Support process is followed

PostDeployment

9.

Send out final communication (6 of 6) – Mainstreamed

PostDeployment Phase

Deployment Phase – as prompted by LQ Team or Project Manager Deployment Phase

Procedure Title: Dynamic Work Activity Onboarding

COMPETENCY (WHO) > UW Support Team > LQ Team/Project Manager > Location or Solution Supporters UW Support Team

HOW (TOOLS) WI-ABM-1103 UW Onboarding Location

UW Support Team

WI-ABM-1105 UW Queue Onboarding Email communication series

Location or Solution Supporters

WI-ABM-1108 UW Field Work Activity Onboarding

> LQ Team/Project Manager > Location or Solution Supporters > End Users Location or Solution Supporters

Web Conference Learning Content

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

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CONTROLLED DOCUMENT: WI-ABM-1119

QMS STANDARDS

3.4.2 ONBOARDING INDIVIDUAL USERS OR NEW HIRES When new individual users need access to UW and/or Social Dispatch, outside of an initiative to deploy UW to an entire location or division, the following steps must be followed: STEP

WHAT

WHEN

COMPETENCY (WHO) Location or Solution Supporters

HOW (TOOLS)

1. 1Send . communication to New Hire/New UW User that guides them on the registration process

At Start Date

2.

Registration process is followed

At Start Date

New Hire

QuickTip: How to create a new UW account

3.

Contact new user to complete registration process Send welcome email with log-in information and end user learning content links

Upon receipt of registration

UW Support Team

Manual process

To complete process

UW Support Team

Email Template

Send training information on Solution Supporter role User logs into UW

If new hire is a Solution Supporter

Corporate Education Manager

http://www.abmlq.com/wiab m1507c

To complete process

New Hire

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.

7.

Email communication templates

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 ABMLQ, Learning and Quality Admin Portal Corrigo Procedure Title: Dynamic Work Activity Onboarding

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CONTROLLED DOCUMENT: WI-ABM-1119

QMS STANDARDS

TERM DWA, Dynamic Work Activity FWA, Field Work Activity Maximo Queue, Work Activity Queue QuickTips UW, Unified Workforce WI, Work Instruction

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1103 UW Onboarding Locations WI-ABM-1551 UW Support and Notifications WI-ABM-1105 UW Work Activity Queue Onboarding WI-ABM-1110 UW Work Activity Queue Configuration WI-ABM-1108 UW Field Work Activity Onboarding WI-ABM-1111 UW Field Work Activity Configuration WI-ABM-1120 UW Dynamic Work Activity Configuration QMS-ABM-0005 UW Quality Manual

LOCATION http://www.abmlq.com/wiabm1103 http://www.abmlq.com/wiabm1551 http://www.abmlq.com/wiabm1105 http://www.abmlq.com/wiabm1110 http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1120 http://www.abmlq.com/qmsabm0005

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/wiabm1108a http://www.abmlq.com/wiabm1102a http://www.abmlq.com/firstuwlogin

QuickTip – How to log into UW in Outline Mode Video: UW Hopper Overview

http://www.abmlq.com/uwoutlinemode http://www.abmlq.com/wiabm1105e

Procedure Title: Dynamic Work Activity Onboarding

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CONTROLLED DOCUMENT: WI-ABM-1119

QMS STANDARDS

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 03/09/15 03/06/15

DOCUMENT AUTHORS: Melissa Cipriani; Matt Sexton; Mike Walker

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1

SECTION / PARAGRAPH CHANGED All All

CHANGE MADE

Initial Entry Package for release after final review

DATE OF REVISION MM/DD/YY 01/26/15 03/09/15

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 Solution or Location Supporters

Procedure Title: Dynamic Work Activity Onboarding

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CONTROLLED DOCUMENT: WI-ABM-1119

10.0

QMS STANDARDS

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

TITLE: SENIOR VP, LEARNING AND QUALITY SIGNATURE: ELECTRONIC APPROVAL

SECOND APPROVER NAME: MATT SEXTON BUSINESS UNIT: ABM

TITLE: UW DEPLOYMENT 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: Dynamic Work Activity Onboarding

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