CONTROLLED DOCUMENT: WI-ABM-1503
QMS STANDARDS
BUSINESS UNIT:
ABM 551 Fifth Avenue, Suite 300, New York, NY 10176
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: IMPACT Cards
AREA: Education TYPE OF PROCEDURE:
Products and Services
DOCUMENT NUMBER: WI-ABM-1503 REVISION: 1.4
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Released 05/10/13 09/23/13
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE
“I never teach my pupils; I only attempt to provide the conditions in which they can learn.”…..Albert Einstein Learning that is consumed by service employees must have a high contextual value and credibility. Deep in the DNA of the service employee is the desire to do the right thing. Our service employees are challenged daily with this charter under constantly changing variables. Our job is to provide information, at the point of service, which will raise the level of service and ALWAYS position the employee to be the “hero”. Statistically, only 10% of seminar information is retained after 72 hours. Echoed in Einstein’s quote above, the precious time spent in learning interactions with employees is consumed by showing “how” to access information instead of creating their “point of service” references leveraging organizational toolsets, such as IMPACT cards. IMPACT or Innovative Mobile Product and Continuous Training Cards are educational or informational content delivered on a card similar to a business card. This Work Instruction (WI) provides the following information: What is an IMPACT Card When to use an IMPACT Card How to create an IMPACT Card 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES
It is the responsibility of all ABM employees to read and understand the provisions of this WI. It is the responsibility of all Education and/or Training Personnel to read, understand, and assist in the proliferation of the provisions of this WI. It is the responsibility of all Operational Management personnel to share the information provided in this WI with their respective teams.
Procedure Title: IMPACT Cards
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CONTROLLED DOCUMENT: WI-ABM-1503
QMS STANDARDS
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of Learning and Quality is the point of escalation for all matters inquired upon or contested with regards to this Work Instruction. 3.0 PROCEDURE (SOP OR WI STEPS) 3.1 WHAT IS AN IMPACT CARD? IMPACT or Innovative Mobile Product and Continuous Training cards leverage a simple open source technology referred to as QR (quick response) codes. IMPACT Cards have three components as illustrated below: (1) Text (instructions or purpose) (2) QR Code (3) QR Code Content Type Icon
1
3 2
The two-dimensional code may be scanned with any mobile device (Apple, Google, and Microsoft) and produce one of three results: dialog box open and dial a phone navigate to an internet address (URL) Click here to watch a short video that further explains the use of an IMPACT card. Click here to read the definition, including why we need or use IMPACT cards. 3.2 WHEN DO WE USE IMPACT CARDS? APPLICATIONS OF IMPACT CARDS 1. Contact Information Everything is down, now what? If I need help who is it that I call? This may be another ABM employee, a manufacturer or trusted ABM On-demand partner. 2. Internet “shortcuts” Essentially bridges to very specific content, related to the asset found on the internet. While at first glance this may appear as a simple shortcut, the key difference is the ability to focus the field person on the information they need to consume, right now and have the ability to directly apply the newly found knowledge. Procedure Title: IMPACT Cards
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CONTROLLED DOCUMENT: WI-ABM-1503
QMS STANDARDS
3. Vignettes Asset centric designed to deliver an “over-the-shoulder” training. Content is generally shot on site by the ABM subject matter experts, packaged leveraging ABM learning infrastructure, and affixed to the assets. Assets are most commonly pieces of equipment; however, can also be affixed to tools. 3.3 HOW TO USE AND CREATE AN IMPACT CARD 3.3.1 As noted above, any mobile device can be used to scan the QR codes in an IMPACT Card. Click here to watch this short video on why and how to use a card. 3.3.2 Requests for Assistance: IMPACT Cards can be created with the assistance of the Learning and Quality (LQ) group, although the learning content, specifically training videos, can be produced prior to engaging the LQ team. Click here to view an example of an IMPACT Card to determine if it is the right learning tool for your needs. STEP 1.
2.
WHAT 1Submit an IMPACT . Request Form Assemble the learning content that will be contained on your card
WHEN Decision is made to produce IMPACT Cards Prior to engaging the LQ Team
COMPETENCY (WHO)
HOW (TOOLS)
Any ABM Employee
Link to Assistance Request Form:
Requestor
See Section 3.2 above for the list of different types of content; if you are providing a video, consult with LQ first if you have never produced a training video.
http://www.abmlq.com/request
Tips on how to produce videos: Link to WI-ABM-1504 Producing Rich Media Content http://www.abmlq.com/wiabm1503a
3.
Contact requestor to complete the request
Upon receipt and approval of Request Form
Corporate Education Manager
Manual Process
3.3.3 Producing the IMPACT Card STEP 1.
WHAT 1Assemble the intended . content for your IMPACT card
WHEN Prior to production of QR Codes
COMPETENCY (WHO) ABM Employee
HOW (TOOLS) See Section 3.2 above for the list of different types of content. For videos, any smart phone or digital camera can be used to shoot the content. Consult with LQ first if you have never produced a training video or read WI-ABM-1504 Producing Rich Media Content http://www.abmlq.com/wiabm1503a
Procedure Title: IMPACT Cards
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CONTROLLED DOCUMENT: WI-ABM-1503
STEP 2.
WHAT Upload the training video in MTube and/or Vimeo
QMS STANDARDS
WHEN Prior to production of QR Codes
COMPETENCY (WHO) ABM Employee
HOW (TOOLS) Log into MTube: http://www.abmlq.com/wiabm1503b
Log into Vimeo:
http://www.abmlq.com/wiabm1503c
Read WI-ABM-1504 Producing Rich Media Content on how to submit videos through UW Contextual Learning http://www.abmlq.com/wiabm1503a
3.
4.
5.
6. 7.
8.
Capture the anonymous link or streaming media link from the uploaded MTube video; this will eliminate the need for viewers to log in Capture the link from the uploaded Vimeo video Produce “pretty links” for QR Codes; “pretty links” give you the latitude to customize and change the link without having to update the QR codes on the IMPACT Card Create QR Codes
If used MTube; prior to production of QR Codes
ABM Employee
How to Video:
If used Vimeo; prior to production of QR Codes Prior to production of QR Codes
ABM Employee
Use the mobile link; after uploading video, under settings
ABM Employee
How to Video:
Prior to production of Cards
ABM Employee
QuickTip:
Upload QR Code images to the Portal for safekeeping Create IMPACT Card
Prior to production of Cards
ABM Employee
http://www.abmlq.com/wiabm1503g
After all QR Codes have been copied
ABM Employee
Note: Microsoft Publisher is required for this step.
http://www.abmlq.com/wiabm1503d
http://www.abmlq.com/wiabm1503e
http://www.abmlq.com/wiabm1503f
Navigate to Production Library: http://www.abmlq.com/wiabm1503h
Use the template titled: IMPACT Template.pub 9.
Replace IMPACT codes in the template
After all QR codes have been copied
ABM Employee
Double click on code being replaced to open the picture tools within Publisher Select “Change Picture” on the ribbon next to “Recolor” Select the QR code that is being replaced with the code created in step 6
The codes should never be smaller than .66” x .66” Procedure Title: IMPACT Cards
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CONTROLLED DOCUMENT: WI-ABM-1503
STEP 10.
QMS STANDARDS
WHAT
WHEN
COMPETENCY (WHO)
Add the content type icons: >File >Video >URL or Link >Phone/Contact Info >Note
After all QR codes have been updated
ABM Employee
Add verbiage as necessary
After all QR codes and icons have been added
ABM Employee
Submit IMPACT Card for final production
After production of Card
ABM Employee
13.
Process request
14.
Affix IMPACT Card to target asset
Upon receipt of request Upon receipt of printed cards
LQ Administrative Assistant ABM Employee
11.
12.
HOW (TOOLS) Download the icon that is applicable to your content: http://www.abmlq.com/wiabm1503i
Manual Process using Publisher– see example here: http://www.abmlq.com/wiabm1503j
Link to Request Forum in abmlq.com: http://www.abmlq.com/wiabm1503k
Email notification Manual process
4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE TLG LEXICON LIBRARY LINK: LEXICON LIBRARY TERM IMPACT LQ, Learning and Quality Microsoft Publisher MTube Pretty Link QR Code Vimeo WI, Work Instruction
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME
Procedure Title: IMPACT Cards
LOCATION
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CONTROLLED DOCUMENT: WI-ABM-1503
QMS STANDARDS
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE MTube Vimeo How to Capture Anonymous Link How to Create Pretty Links How to Create QR Codes Video on the use of IMPACT cards Definition and how/why we use IMPACT cards
LOCATION http://www.abmlq.com/wiabm1503b http://www.abmlq.com/wiabm1503c http://www.abmlq.com/wiabm1503d http://www.abmlq.com/wiabm1503e http://www.abmlq.com/wiabm1503f http://www.abmlq.com/wiabm1503l http://www.abmlq.com/wiabm1503m
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Assistance Request Form IMPACT Card Template Content Type Icons for QR Codes Example of an IMPACT Card IMPACT Card Production Request Form
LOCATION http://www.abmlq.com/request http://www.abmlq.com/wiabm1503h http://www.abmlq.com/wiabm1503i http://www.abmlq.com/wiabm1503j http://www.abmlq.com/wiabm1503k
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
1.4 09/23/2013 05/10/2013
DOCUMENT AUTHOR: Melissa Cipriani; Lindsey Percle; Greg Lush
Procedure Title: IMPACT Cards
DOCUMENT MANAGER: Melissa Cipriani
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CONTROLLED DOCUMENT: WI-ABM-1503
QMS STANDARDS
REASON FOR CHANGE:
Revision 1.0 1.1 1.2 1.3 1.4
SECTION / PARAGRAPH CHANGED All 3.0 3.0 All 3.0, 6.0, 7.0
DATE OF REVISION MM/DD/YY
CHANGE MADE
Initial Entry Added links to instructional videos Added link to QuickTip Prepare for release following final approval Housekeeping modifications only: converted URL’s to pretty links
04/17/13 04/18/13 04/25/13 05/11/13 09/23/13
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS Corporate Education Manager, Learning and Quality Senior VP of Learning and Quality
10.0
APPROVALS
PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. REVIEW AND APPROVAL RECORDS FIRST APPROVER NAME: GREG LUSH BUSINESS UNIT: ABM TITLE: SR VP OF LEARNING AND QUALITY SIGNATURE: ELECTRONIC APPROVAL
SECOND APPROVER NAME: LINDSEY PERCLE BUSINESS UNIT: ABM TITLE: CORP EDUCATION MGR
SIGNATURE: ELECTRONIC APPROVAL
THIRD APPROVER NAME: BUSINESS UNIT: TITLE:
SIGNATURE: ELECTRONIC APPROVAL
DOCUMENT HISTORY SECTION: Document Created on 04/17/13 by Melissa Cipriani Document Modified on 04/18/13 by Melissa Cipriani Document Modified on 04/25/13 by Melissa Cipriani Document Modified on 05/11/13 by Melissa Cipriani Document Modified on 09/23/13 by Melissa Cipriani
Procedure Title: IMPACT Cards
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