Wi abm 1125 abm service network usage and adoption

CONTROLLED DOCUMENT: WI-ABM-1125

QMS STANDARDS

BUSINESS UNIT:

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

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: ABM Service Network Configuration

AREA: Operations TYPE OF PROCEDURE:

Profile Customer

DOCUMENT NUMBER: WI-ABM-1124 REVISION: 1.0

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Published Draft mm/dd/yy 01/09/15

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE ABM’s Service Network (“ABMSN”) is the comprehensive collection of all service providers that perform, or could potentially perform, facility-related services for ABM clients under an ABM contract. These service providers include ABM Company-owned branches, ABM Franchises (i.e., TEGG and Linc Service), and nonaffiliated independent contractors.

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 ABMSN, 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.

This Work Instruction (WI) defines the usage and adoption of ABMSN. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES    

It is the responsibility of the ABMSN team to read, understand and abide by the provisions of this WI. The Senior Vice President of ABMSN is responsible for ensuring that participants of the ABMSN program comply with the provisions of this WI. The Program Manager of ABMSN is responsible for maintaining the accuracy of the provisions of this WI. It is the responsibility of the ABMSN Support Team to ensure the validity and effectiveness of the configuration process.

Procedure Title: ABM Service Network Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1125

QMS STANDARDS

2.2 APPROVAL / ESCALATION RESPONSIBILITIES 

The Executive Vice President of ABM’s Service Network is the point of escalation for all matters contested and inquired upon within this WI.

3.0 PROCEDURE (SOP OR WI STEPS) 3.1 Users of ABMSN Any UW member with the appropriate rights can use ABMSN in UW, namely:   

Field Worker Office Worker Local Labor Employee

3.2 ABMSN Features The following table provides the complete list of ABMSN features; to view the definition of each, please refer to the complete UW Quality Manual or the UW Quality Manual for ABMSN, both links are found in Section 5.0 of this WI. Analytics

Search; complex queries

Collateral; workflow

Messaging; annual subscription processed Messaging; annual subscription NOT processed Messaging; promotion

Competitive framework

Messaging; subscription

Service network; qualified

Competitive framework, local labor Components, ABMSN

Messaging; subscription renewal in 30 days Onboard; company

Sorting; page

Contractor ranking; objective

Onboard; human verification

Declaration; services

Onboard; service location

Forms; teaser text

Points; contractor ranking

Individual certification, check and balance Legal disclaimers

Profile; company

Subscription management; approval routing Subscription management; billing cycle Subscription management; fee collection Subscription management; price adjust Thumbnails; company

Profile; service location

Thumbnails; service location

Levels; ABMSN

Role; ABM employee

Messaging; ABMSN support

Role; business admin

Messaging; ABMSN welcomes you

Role; client manager

Unified Workforce; integration; locations Unified Workforce; integration; users Unified Workforce; user management

Collateral; management

Search; simple Service network; certified

Messaging; announcements

Procedure Title: ABM Service Network Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1125

QMS STANDARDS

3.3 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.

3.3.1

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.

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.

Minimize user issues with proper training and onboarding process

Provide visibility to usage metrics

3.3.2

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 Procurement Management.

Phase

Level

Planning

Division

Application  

Implementation

Location

Deployment

Location

     

Post-Deployment

Location

  

Stabilization

Location, Division and Organization

    

Procedure Title: ABM Service Network 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 ABMSN 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 Local Labor vendors/subcontractor through UW/ABMSN Coach those whose community standings may need improvement based on a location’s use of UW 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 Page 3 of 6

CONTROLLED DOCUMENT: WI-ABM-1125

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 ABMSN, ABM Service Network Admin Portal UW, Unified Workforce UW Components

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME QMS-ABM-0005 UW Quality Manual UW Quality Manual – ABM Service Network

LOCATION http://www.abmlq.com/qualitymanualuw http://www.abmlq.com/qualitymanualsn

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE

LOCATION

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS ABMSN Contractor Profile Platform (CPP)

LOCATION http://servicenetwork.abm.com

8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)

1.0 01/09/15 Mm/dd/yy

Procedure Title: ABM Service Network Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1125

QMS STANDARDS

DOCUMENT AUTHOR: Greg Lush

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0

SECTION / PARAGRAPH CHANGED All

CHANGE MADE

Initial Entry

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

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS

The following roles must be notified whenever this WI is revised and rereleased.

ABMSN SVP, VP, and Program Manager ABMLQ, Senior Vice President ABMLQ Team

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 01/09/15 by Melissa Cipriani

Procedure Title: ABM Service Network Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1125

Procedure Title: ABM Service Network Usage and Adoption

QMS STANDARDS

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