Wi abm 1120 uw dynamic work activity configuration

CONTROLLED DOCUMENT: WI-ABM-1120

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Dynamic Work Activity – Configuration

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1120 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 (FWA) but without the external integration of a work order management system.

The effective use of DWA 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 begins their use of UW is a critical step to ensuring an effective user experience.

This Work Instruction (WI) defines the configuration process when implementing DWA through Unified Workforce. See Section 5.0 to read WI-ABM-1119 Dynamic Work Activity Onboarding.

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 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 Dynamic 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: Dynamic Work Activity Configuration

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CONTROLLED DOCUMENT: WI-ABM-1120

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 FIELD WORK ACTIVITY AND WORK ACTIVITY QUEUE 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. For more information on this process and Field Work Activity or Queue, please see Section 5.0 of this WI. 3.2 CONFIGURATION DEPENDENCIES 3.2.1

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 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:     

Base Proficiency Business Type Industry Market Location

   

Office Proficiency Level 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 FWA in UW. See Section 5.0 to read WI-ABM-1108 Onboarding Field Work Activity for more information.

3.2.2

Proficiency and Assessment During the on boarding process, a new user makes a "declaration" of industry, service, and skill level based on a default list of choices. This declaration is done either through a selfregistration process or via the batch import file. It is likely, and expected, that users will have numerous industry - service - skill combinations. The learning engine sees these as assessment requests and automatically routes an alert (via the UW message buss) to the user to take the qualifying assessment. The assessments essentially produce a competency model for a specific area of expertise (service, industry, and proficiency levels).

Procedure Title: Dynamic Work Activity Configuration

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CONTROLLED DOCUMENT: WI-ABM-1120

QMS STANDARDS

Therefore, if the UW member’s role is set as Field Worker, which means the potential to use work activity, his declaration will be also validated through the qualifying assessment that is conducted as part of the UW implementation process for a specific location. The assessment validation process is conducted as part of the FWA configuration process.

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.

See Section 5.0, WI-ABM-1111 Field Work Activity Configuration to read how the qualifying assessment is produced and published to determine a specific competency model.

3.3 CONFIGURATION IN THE UW ADMINISTRATIVE PORTAL The configuration of information in the UW Admin Portal is a critical step that is performed by the UW Support Team with information derived from the work order management system and batch user import process. The key areas that need to be validated during the initial UW onboarding process in the Admin Portal include the items in this table: Section/Area Admin Portal | User Configuration Admin Portal | UW Logical Entities

Admin Portal | Skill

Admin Portal | Location

Admin Portal | User Attributes – tailors the user experience Admin Portal | External Application – enables singlesign on access TNT (work activity types) – derived from WOM and batch import process – information from TNT is what feeds the Queue

Items Included or Data Source  From Batch Import or

 Registration Form

       

      

TNT (work activity types) Certifications COI License Service Tools Special PPE CNT Union

Service Industry Language Country State Proficiency Proficiency Level

 Industry  Service  Base Proficiency

 Proficiency Level  Primary (required)  User Site Configuration

   

 Location  Primary (required)  User Site Configuration

Corporation Business Market Office

 Zip Code  Default Date Internal  UW Tech ID

 Role  SD Access  User Site Configuration

 Application  Configuration  Value

 Synched  User Site Configuration

   

       

Procedure Title: Dynamic Work Activity Configuration

Normalized type Industry Service Skill

Skill Level Pay Duration License Certification PPE Required Service Tools Security Clearance

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CONTROLLED DOCUMENT: WI-ABM-1120

QMS STANDARDS

3.4 CONFIGURATION - INITIAL USE BY AN ORGANIZATION OR SITE The configuration of DWA begins with the configuration of FWA 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. For example: Office - distance where the UW Queue filters available labor resources. The list of features below must be reviewed and adjusted as required when configuring FWA for the first time. If satisfactory to the organization or site’s needs, the default configurations can be kept where applicable.

Activity; peak

Field workers; qualified (community and individual)

Activity; projects

Messaging | consider the community

Activity; queue | encouragement

Messaging | UWDA <48h reminder

Activity; sales

Tile; dynamic activity

Activity; peak load

Tile; dynamic stats

Broadcast activity See Section 5.0 to view the definitions of each feature in QMS-ABM-0005 UW Quality Manual.

Feature

Function

Configuration/Review Steps

Activity; queue | encouragement

Leveraging the powerful virtuous work engine within the UW platform we help compel the project manager utilizing UWPA (UW project activity) by encouraging them to send requests to the community and not individuals. While adjustable at the office level the default points are -.03% for assigning to an individual and +1.5% for assigning to the community

Review default points with applicability for a new implementation of UW.

Activity; sales

A dynamic, ad-hoc activity generator is convenient to use when tracking required sales activity related to sales functions. UWDA may be used for field and office based (sales support) workers.

Review use of DA for sales activity tracking

Field Workers; Qualified (community and individual)

Exclusively for those activities that originate within UWDA, both assign to community and assign to individual are checked against the workers’ qualifications. Office profile has a flag that allows the distribution of activity to qualified ONLY or allows sending to any resource. In the case of sending to any resource a couple of caveats exist:

Qualifying assessments must be produced, published in TLS; UW users must take and pass the assessments for their declared proficiencies in order to participate.

>Assign to an individual will show the qualified resources on top separated by a horizontal line to unqualified resources >Office worker selecting unqualified resources will receive negative points Messaging | consider the Community

After five consecutive times (adjustable at the office level) of assigning to an individual the requestor will be sent this message: distributing activity via the community makes your job much easier, give a try sometime, you can always pull it back from the queue if things don’t work as expected

Procedure Title: Dynamic Work Activity Configuration

Review default settings for applicability to a new implementation.

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CONTROLLED DOCUMENT: WI-ABM-1120

Messaging | UWDA <48 hour reminder

QMS STANDARDS

As the "no later than due date" comes within 48 hours a reminder is sent to the assigned worker to help them shuffle their priorities and finish on time (not to mention avoiding the negative points as a result of not finishing by obligated time)

Review default settings for applicability to a new implementation.

3.5 USERS OF DYNAMIC WORK ACTIVITY DWA can be used by all three roles in UW:  Client Worker  Field Worker  Office Worker See Section 5.0, WI-ABM-1121 UW Dynamic Work Activity Usage and Adoption to read how each role leverages DWA. 3.6 CONFIGURATION BY LOCATION 3.6.1 STEP 1.

WHAT 1Follow UW onboarding . process

2.

Update user profile: role = field worker Verify user profile (see section 3.3.1 above) Verify user has Services/Industry/Skill/ Level set

3.

4.

3.6.2 STEP

End Users – Field Work Activity WHEN

COMPETENCY (WHO)

HOW (TOOLS)

During implementation process with a specific location

New UW members UW Support Team

WI-ABM-1102 WI-ABM-1104 WI-ABM-1103 WI-ABM-1108

Configuration

UW Support Team

UW Admin Portal

Configuration

UW Support Team

UW Admin Portal

Configuration

UW Support Team

UW Admin Portal

End Users – Dynamic Work Activity WHAT

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

1.

1Add Dynamic Activity in . the User Configuration list under WOM with the associated WOM Site(s)

Configuration process

UW Support Team

UW Admin Portal | Internal Application | Social Compulsion | User | User Configuration

2.

1Add SD Access in the . User Attribute

If UW Queue is being leveraged

UW Support Team

UW Admin Portal | User | User Attribute

Procedure Title: Dynamic Work Activity Configuration

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CONTROLLED DOCUMENT: WI-ABM-1120

3.

Confirm and/or modify DWA configuration settings as necessary

QMS STANDARDS

Configuration process

UW Support Team

UW Admin Portal | Internal Application | Dynamic Activity Configuration â&#x20AC;&#x201C; for example: >Maximum # of work activities a user can create (defaulted at 50) >Minimum and maximum estimation limit (defaulted at 1 and 48)

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 DWA, Dynamic Work Activity Field Work Activity Onboarding UW, Unified Workforce WOM, Work Order Management Work Activity Queue

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1108 UW Field Work Activity Onboarding WI-ABM-1111 UW Field Work Activity Configuration WI-ABM-1105 UW Work Activity Queue Onboarding WI-ABM-1107 UW Work Activity Queue Usage and Adoption WI-ABM-1119 UW Dynamic Work Activity Onboarding WI-ABM-1121 UW Dynamic Work Activity Usage and Adoption WI-ABM-1110 UW Work Activity Queue Configuration WI-ABM-1551 UW Support and Notifications UW Reference Guide

Procedure Title: Dynamic Work Activity Configuration

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/wiabm1119 http://www.abmlq.com/wiabm1121 http://www.abmlq.com/wiabm1110 http://www.abmlq.com/wiabm1551 http://www.abmlq.com/uwreference01

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CONTROLLED DOCUMENT: WI-ABM-1120

QMS STANDARDS

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Video: Overview of Work Activity Queue QuickTip: Logging into UW for the First Time

LOCATION http://www.abmlq.com/uwqueueoverview video http://www.abmlq.com/firstuwlogin

QuickTip – How to log into UW in Outline Mode

http://www.abmlq.com/wiabm1102d

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; Mike Walker

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1

SECTION / PARAGRAPH CHANGED All All

CHANGE MADE

Initial Entry Prepare for release after final review

Procedure Title: Dynamic Work Activity Configuration

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

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CONTROLLED DOCUMENT: WI-ABM-1120

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

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 Configuration

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