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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