Wi abm 1121 uw dynamic work activity usage and adoption

CONTROLLED DOCUMENT: WI-ABM-1121

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Dynamic Work Activity – Usage and Adoption

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1121 REVISION: 1.2

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

RELEASED 03/25/15 03/25/15

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 integration of an external work order management system.

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 Field Work Activity, 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 Dynamic Work Activity (in conjunction with FWA and/or the UW Queue) 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 Dynamic Work Activity.

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 ensure the validity and effectiveness of the processes defined in this WI.

Procedure Title: Dynamic Work Activity Usage and Adoption

Page 1 of 9

CONTROLLED DOCUMENT: WI-ABM-1121

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

WHEN WOULD DWA BE USED? The use of Field Work Activity typically requires the use of a work order management system, including those that are externally available or already in use by the location. In cases where one does not already exist or is not an option, DWA can be leveraged within UW in lieu of the WOM system. Specifically, DWA can be used for the following reasons if the location does not already use a WOM system:    

Scheduled Work Activity – if location needs to generate work orders for scheduled work like preventive maintenance Unscheduled Work Activity – if location needs to generate service or repair work orders Peak Labor Management – if location needs to be able to generate multiple copies of work orders to easily schedule manpower and manage peak labor requirements Initial foray into UW – for those who want to give UW a try in managing work activities for both their internal workforce and subcontractors

Regardless of the motivation, the combination of features and functions that can be leveraged once in UW will provide any operating location with a set of tools for managing their work activities.

3.2

FIELD WORK ACTIVITY AND QUEUE WORK ACTIVITY For a Field Worker, the use of UW for work activity management begins with Field Work Activity (FWA) 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 option to generate and individual or multiple work activities. 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. See Section 3.7 below for the steps in this process.

For more information on the UW Queue and FWA, please see Section 5.0 of this WI.

3.3

ONBOARDING AND CONFIGURATION The effective use of Field Work Activity begins with a proper onboarding process. The configuration of information in the UW Admin Portal is a critical step in the onboarding process 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 are defined in a Work Instruction that can be viewed in Section 5.0 of these WIs:  WI-ABM-1119 UW Dynamic Work Activity Onboarding  WI-ABM-1120 UW Dynamic Work Activity Configuration

Procedure Title: Dynamic Work Activity Usage and Adoption

Page 2 of 9

CONTROLLED DOCUMENT: WI-ABM-1121

3.4

USERS OF DYNAMIC WORK ACTIVITY DWA can be used by all role types in UW, namely:   

3.5

QMS STANDARDS

Client Worker – a client can view activity to be kept informed of the status of work orders Field Worker – a field worker can create and manage work orders from any device Office Worker – an office worker can create singular or multiple work orders for various reasons as listed above in Section 3.1.

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.

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.

Minimize user issues with proper training and onboarding process

Provide visibility to usage metrics

3.6.2

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 Dynamic Work Activity. Application is also dependent on the motivation for using DWA (as listed above in Section 3.1):

Phase

Level

Planning

Division

Application  

Implementation

Location

Deployment

Location

     

Procedure Title: Dynamic Work Activity Usage and Adoption

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 work activity usage into key performance indicators (KPIs)

Page 3 of 9

CONTROLLED DOCUMENT: WI-ABM-1121

Post-Deployment

QMS STANDARDS

Location

    

Stabilization

Location, Division and Organization

   

3.6

Monitor usage of Work Activity components by Solution Supporters based on native point system features Depending on motivation for using DWA, apply policy for its strict use in lieu of any alternate or previous process/systems Tie the work order numbers generated from UW into existing external timesheet process as a matter of policy Coach those whose community standings may need improvement based on a location’s use of DWA 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

USAGE OF DYNAMIC WORK ACTIVITY

3.7.1

Create Work Order(s) The primary feature of DWA is the ability to create work orders within UW, and an option to assign the work order to an individual or the community for services that require multiple work orders. When creating a work order (see steps below), a list of information is filled in:      

Office (drop down) Industry (drop down) Service (drop down) Location (drop down) Address (auto populated) Work Order Type o Capital Project o Corrective Maintenance o Emergency Maintenance o Event Report o Preventive Maintenance o Reactive

Procedure Title: Dynamic Work Activity Usage and Adoption

      

Nature of Call (drop down from TNT) Description Arrive By Duration Priority Notes Assign o Assign Community * number of activity copies (<50) o Assign Individual

Page 4 of 9

CONTROLLED DOCUMENT: WI-ABM-1121

STEP

WHAT

QMS STANDARDS

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

1.

1Log into UW: . https://unifiedworkforce. abm.com

Start of work day

>Office Worker

Logging into UW the First Time: http://www.abmlq.com/first uwlogin Using UW in Outline Mode: http://www.abmlq.com/uwoutlinem ode Using UW in HTML5: http://www.abmlq.com/u whtml5mode

2.

Click on “launch(da)” tile

Start of work day

>Office Worker >Field Worker

3.

Dynamic Activity list will be displayed Click left facing arrow (right side) to expose all charms; Click “Create Work Activity” charm (bottom left) Fill in boxes from drop down options or manually as necessary, then click “Create” (bottom) In the Assign section, click the “Assign Individual” button In the Assign section, click the “Assign Community” button and enter the # of activities (work orders) required Click “Create”

Upon entering DA To get into DWA

>Office Worker >Field Worker >Office Worker

QuickTip re: My Role, Rhythm and Experience: http://www.abmlq.com/wiabm1109 b See example in image above

To generate work order(s)

>Office Worker >Field Worker

To generate work order(s)

>Office Worker >Field Worker

If creating one work order for one field worker If creating multiple work orders for several field workers

>Office Worker >Field Worker

To complete the form Review of activities

>Office Worker

As necessary

>Office Worker >Field Worker >Office Worker >Field Worker

4.

5.

6.

7.

8.

9.

10.

11.

12.

The work activities will now appear in the activities list Click work order to edit content Log out of Dynamic Activity

When complete

See list of information above that are filled in when creating a work order

>Office Worker only

>Office Worker

Details will be displayed; click “edit” to update any information

3.7.2 Execution of Work Activity [work order(s)] a. Assigned to the Community (from the Work Activity Queue) STEP 1.

WHAT 1Log into UW: . https://unifiedworkforce. abm.com

WHEN Start of work day

Procedure Title: Dynamic Work Activity Usage and Adoption

COMPETENCY (WHO) >Field/Office Worker

HOW (TOOLS) Logging into UW the First Time: http://www.abmlq.com/first uwlogin Using UW in Outline Mode: http://www.abmlq.com/uwoutlinem ode Using UW in HTML5: http://www.abmlq.com/u whtml5mode

Page 5 of 9

CONTROLLED DOCUMENT: WI-ABM-1121

STEP

WHAT

QMS STANDARDS

WHEN

COMPETENCY (WHO)

2.

Go to my role | [hop]per work activity

Before performing work

>Field/Office Worker

3.

Click launch tile - three sets of work orders will be listed: >My Available >My Picked Up >My Committed

If there is a need to pick up and commit to a work order

>Field/Office Worker

4.

Click “run”

>Field/Office Worker

5.

Click on a work order and click “pick up”.

If there is a need to pick up and commit to a work order To pick up a work order

6.

Click the “Picked Up” view, click on the picked up work order, and click on “Commit”. Repeat the above steps for as many work orders as required.

Recycle “undesirable” work orders

To commit to a work order

>Field/Office Worker

When work orders are not picked up

>Field/Mobile Worker >Office Worker

8.

Modify priority level of a work order

If still in available mode

>Client >Office Worker

9.

Log out of the Queue

Before going to Field Work Activity

>Field/Office Worker

7.

>Field/Office Worker

HOW (TOOLS) Training video: http://www.abmlq.com/wiabm1107 a Training video: http://www.abmlq.com/wiabm1107 a Note: Only those work orders that meet the criteria based on priority, skill level, proximity, equipment and tools in possession, and social standing (and other variables) will appear in the user’s available list.

Training video: http://www.abmlq.com/wiabm1107 a Training video: http://www.abmlq.com/wiabm1107 a Alerts and notifications are sent to the office and client as a work order cycles through each phase from available, picked up to committed.

Recycling can be done thru: 1. Any work activity which passes through the notification cycle with no “pickup”, the activity will automatically recycle and move up to a higher level priority.

2. May also be forced into a recycle loop (up to 3 times only) by the field user or the office worker.

Client can modify the priority of a work order which modifies the notification ramp, also known as the “shuffle” dispatch variant.

Training video: http://www.abmlq.com/wiabm1107 a

b. Assigned to (or Picked up by) an Individual (from Field Work Activity) STEP 1.

WHAT 1Log into UW: . https://unifiedworkforce. abm.com

2.

Travel to Field Work Activity

3.

Click on work order for which work will be performed Click the “charms” to expose all functions while in the work order

4.

5.

Click the “charms” at the top to view additional information

WHEN

COMPETENCY (WHO)

HOW (TOOLS)

Start of work day

>Field/Office Worker

If work activity is assigned to an Individual To check into work order

>Field/Office Worker

My Role | launch [field] | Run

>Field/Office Worker

From Work Activities list

When interacting with the work order

>Field/Office Worker

QuickTip: http://www.abmlq.com/wiabm1109 a

When interacting with the work order

>Field/Office Worker

QuickTip: http://www.abmlq.com/wiabm1109 a

Procedure Title: Dynamic Work Activity Usage and Adoption

Page 6 of 9

CONTROLLED DOCUMENT: WI-ABM-1121

STEP 6.

7.

8.

QMS STANDARDS

WHAT

WHEN

COMPETENCY (WHO)

Click “check in” in current work order Click “check out” in current work order and the appropriate status

To start work related to work order When work is completed for the day

>Field/Office Worker

Log out of Work Activity Queue

When work is completed

>Field/Office Worker

>Field/Office Worker

HOW (TOOLS) Check out status options: >Complete 100% >Incomplete return soon >Incomplete need parts

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 Corrigo Dynamic Work Activity EASI, Evangelists, Advocates and Supporters Influence Field Work Activity Maximo Onboarding Queue Activity 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-1108 UW Field Work Activity Onboarding WI-ABM-1111 UW Field Work Activity Configuration WI-ABM-1105 UW Hopper Work Activity Onboarding WI-ABM-1107 UW Hopper Work Activity Usage and Adoption WI-ABM-1110 UW Hopper Work Activity Configuration WI-ABM-1551 UW Support and Notifications WI-ABM-1119 UW Dynamic Work Activity Onboarding WI-ABM-1120 UW Dynamic Work Activity Configuration Process Diagram – Practical Application of DWA and UWQ

Procedure Title: Dynamic Work Activity Usage and Adoption

LOCATION http://www.abmlq.com/qmsabm0005 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/wiabm1119 http://www.abmlq.com/wiabm1120 http://www.abmlq.com/wiabm1121a

Page 7 of 9

CONTROLLED DOCUMENT: WI-ABM-1121

QMS STANDARDS

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Video: Overview of Hopper Work Activity R-WI-ABM-1105-7 QuickTip – How to log into UW for the First Time R-WI-ABM-1105-8 QuickTip – How to log into UW in Outline Mode R-WI-ABM-1105-9 Video: UW Hopper Overview EASI Program Brief UW Training Videos

LOCATION http://www.abmlq.com/uwqueueoverviewvideo

http://www.abmlq.com/firstuwlogin http://www.abmlq.com/wiabm1102d http://www.abmlq.com/wiabm1105e http://www.abmlq.com/EASIProgramBrief http://www.abmlq.com/wiabm1107a

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)

1.2 03/25/15 03/25/15

DOCUMENT AUTHORS: Melissa Cipriani; Mike Walker; Matt Sexton

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1 1.2

SECTION / PARAGRAPH CHANGED All 3.6, 3.7.1

All

CHANGE MADE

Initial Entry Added section 3.6; added 3.7.1 list of work order form boxes; modified steps on how to create work order Prepare for release

Procedure Title: Dynamic Work Activity Usage and Adoption

DATE OF REVISION MM/DD/YY 01/26/15 03/23/15 03/25/15

Page 8 of 9

CONTROLLED DOCUMENT: WI-ABM-1121

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 03/23/15 by Melissa Cipriani Document Modified on 03/25/15 by Melissa Cipriani

Procedure Title: Dynamic Work Activity Usage and Adoption

Page 9 of 9