CONTROLLED DOCUMENT: WI-ABM-1506
QMS STANDARDS
BUSINESS UNIT:
ABM 551 Fifth Avenue, Suite 300, New York, NY 10176
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: UW Learning, Formal Usage and Adoption
AREA: Education TYPE OF PROCEDURE:
Transition and Validation
DOCUMENT NUMBER: WI-ABM-1506 REVISION: 1.2
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Released 03/05/15 03/05/15
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE The organizational learning and growth of ABM employees are areas of utmost importance at ABM. Having a well prepared workforce with access to a robust curricula and transparent tracking of training give employees an opportunity for growth and visibility to compliance by management. At ABM, a Learning Management System (LMS) is used to deliver formalized training in various formats. Branded as “The Learning Spot” (TLS), users can sign on through Unified Workforce (UW) and have access to learning content in curricula that fits their service, industry and level of proficiency. The effective onboarding of users into TLS is the first step in ensuring they are properly introduced to and well prepared for their initial and long-term use of the LMS. The adoption of any solution that is new to its users is critical to realizing the value it provides. With Formal Learning through TLS, the delivery of training for its initial and long-term use helps in compelling user adoption. This Work Instruction (WI) describes the usage and adoption of Contextual Learning from two perspectives: (1) from the contributor or course creator and (2) the consumer of training content. 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 ABM employees in a training, educational or human resources role to read, understand and ensure compliance to the provisions of this WI. It is the responsibility of the UW support team and designated solution supporters to assist in compelling user adoption. It is the responsibility of the Corporate Education Manager to ensure that the LMS is functioning effectively and all employees are properly on boarded for long-term adoption.
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of Learning and Quality is the point of escalation for all matters contested and inquired upon within this WI.
Procedure Title: Formal Learning Usage and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1506
QMS STANDARDS
3.0 PROCEDURE (SOP OR WI STEPS) 3.1 WHAT IS FORMAL LEARNING? Formal Learning is the delivery of formalized learning content through a learning management system (LMS) where students can take and complete training courses. At ABM, Formal Learning is delivered through a third party LMS known as The Learning Spot (TLS). TLS is a cloud-based, multi-language learning management solution that manages all aspects of formal learning across ABM. 3.2 ACCESS TO ABM FORMAL LEARNING OR TLS Through a registration process, an internal or external user can gain access to TLS via Unified Workforce or UW. Internal users include employees while external users may include Clients or Local Labor and Vendors. The single-sign on feature of UW allows a user to have access to several UW components including TLS, regardless of whether ABM credentials have been issued. First time users of UW and TLS are advised to follow the instructions in this QuickTip: http://www.abmlq.com/firstuwlogin 3.3 TLS ADOPTION User adoption means the acceptance and use of new systems or solutions 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. 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. 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-1003 Unified Workforce Quality Review for additional information.
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 TLS:
Procedure Title: Formal Learning Usage and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1506
Phase
Level
Planning
Division
Implementation
Location
Deployment
Location
PostDeployment
Location
Stabilization
Location, Division and Organization
QMS STANDARDS
Application 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 Encourage all users to log into UW/TLS immediately after delivery of training Encourage all users to review available courses and their curricula Solution Supporters should monitor usage of TLS based on required and elective enrollment and native point system features Coach those whose community standing may need improvement based on the user’s or location’s goals Managers should encourage their direct reports to incorporate the use of TLS in their yearly performance review goals, especially those who use personal scorecards 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
For an in-depth explanation of how Solution Supporters are leveraged for the onboarding process, please go to Section 5.0 to read WI-ABM-1506 Onboarding Formal Learning. 3.4 MASS COMMUNICATION TO TARGET AUDIENCE An equally important aspect of onboarding and user adoption, is providing awareness to the affected or target audience in a timely and sequential manner. To this end, a series of email announcements are used to prepare new TLS users and also get them excited about the release of a new solution or new learning content. There are six announcements available as email templates with each serving a different purpose – see Section 5.0 to read WI-ABM-1506 Onboarding Formal Learning, a work instruction that details the communication process as part of the onboarding process. 3.5 USERS OF FORMAL LEARNING/TLS An organization’s ability to deliver formalized training through a learning management system has an impact in all areas of business. The recordkeeping and management of training records help maintain an organization’s compliance requirements in various facets of the business. Therefore, TLS can be leveraged by both internal (employees) and external (vendors, customers) users. Primarily, there are two types of users within TLS: Content Contributor or Course Creators With the Corporate Education Manager’s assistance, course creators produce new or update existing training courses specific to their division, industry, service or area of expertise. Their access to TLS in the staging and production environments is specific to the requirements of course and course content production. Course creators also provide SCORM file content when applicable. See WI-ABM-1515 in Section 5.0 to learn more about SCORM files management. Any employee can be a course creator simply by submitting a request through the Corporate University Course Charter form. See Section 5.0 to read WIABM-1514 UW Learning Formal Configuration and learn more about how Course Creators use TLS. Procedure Title: Formal Learning Usage and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1506
QMS STANDARDS
Content Consumer The primary consumer of course contents in TLS is the students or trainees who are mostly employees of ABM. However, external students may also include vendors who participate in any of ABM’s collaborative efforts or those who participate in the Service Network program, and customers who may want to take advantage of ABM’s formal learning content. Other types of content consumers also include managers whose purview includes the enforcement of required training; managers can be given proper TLS access to enroll students, manage assessment records, and generate reports to ensure regulatory or organizational compliance.
When to use TLS or Formal Learning vs. Dynamic Learning: In Contextual or Dynamic Learning, users can spontaneously contribute an image or video while onsite with a simple smart device and shortly after, share it with other UW members. CL content is informal and associated to a site or asset rather than organized into a training course (see Section 5.0 to read more about Dynamic Learning via WI-ABM-1509). So when is TLS required in the development of learning content? The list below shows when TLS should be used and what type of content can be included:
Content is required training for regulatory or organizational compliance (e.g. safety training; sexual harassment course) Content is leveraging third party content (e.g. safety courses) Content is leveraging training content production platform like Camtasia Content includes formalized combination of videos, images and narratives Content requires the student to take an assessment upon completion
3.6 USAGE OF TLS
STEP 1. 2.
3.6.1
COURSE CREATORS When creating or configuring new courses, consult WI-ABM-1514 UW Formal Learning Configuration Work Instruction to see the step-by-step instructions: http://www.abmlq.com/wiabm1514
3.6.2
COURSE CONSUMERS – STUDENTS WHAT
Follow TLS onboarding process 1Log into UW .
WHEN Prior to initial use of UW/TLS Access to TLS
COMPETENCY (WHO) TLS User TLS User
HOW (TOOLS) WI-ABM-1507 Formal Learning Onboarding https://unifiedworkforce.abm.co m How to log in: http://www.abmlq.com/firstuwlo gin
3.
4.
From the UW screen, select the launch [learn] tile Look for courses as required
After initial log-in
End user
When asked to take specific courses
End user
Procedure Title: Formal Learning Usage and Adoption
(1) Click the search box at the top right of screen – enter search string as required (2) Look under “Catalog” tab; expand the categories listed
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CONTROLLED DOCUMENT: WI-ABM-1506
5.
Click on the course title to enroll
6.
Once enrolled, you will be directed to the course site. Follow directions to complete the course Review the other tabs and information as long-term use of TLS updates your history and curricula Click Logout tab when finished
7.
8.
3.6.3
QMS STANDARDS
Self-enroll when taking a specific course When taking a specific course
End user
Manual process in TLS
End user
Manual process in TLS
As applicable
End user
Manual process in TLS
To exit TLS
End user
Manual process in TLS
COURSE CONSUMERS - MANAGERS
TLS provides the organization with centralized visibility to the training curriculum of each employee, the courses that have been completed, and assessment performance when applicable. Access to a student’s training records is provided as required based on a user’s division, group, industry or market. Access to a student’s training records allows a manager to view or generate reports that will validate completion of required training. Please click on the links below to view how the following actions can be completed by a manager or anyone designated to manage a student’s training records.
4.0
Enrolling a student in a course o Video: http://www.abmlq.com/videoenrollastudent o QuickTip: http://www.abmlq.com/qtenrollastudent Completing a student’s record in TLS: o Video: http://www.abmlq.com/videostudentrecords o QuickTip: http://www.abmlq.com/qtstudentrecords Generating reports in TLS o Videos: http://www.abmlq.com/videotlsmanager
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 ABM LQ, Learning and Quality EASI, Evangelists, Advocates and Supporters Influence LMS, Learning Management System Onboarding PocketPal QMS, Quality Management System
Procedure Title: Formal Learning Usage and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1506
QMS STANDARDS
TERM QuickTips Solution Supporter TLS, The Learning Spot UW, Unified Workforce WI, Work Instruction
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1102 Onboarding Unified Workforce WI-ABM-1506 UW Formal Learning Onboarding WI-ABM-1509 Dynamic Learning Usage and Adoption WI-ABM-1514 UW Formal Learning Configuration WI-ABM-1515 TLS SCORM Files Management WI-ABM-1551 UW Support and Notifications
LOCATION http://www.abmlq.com/wiabm1102 http://www.abmlq.com/wiabm1506 http://www.abmlq.com/wiabm1509 http://www.abmlq.com/wiabm1514 http://www.abmlq.com/wiabm1515 http://www.abmlq.com/wiabm1551
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE TLS Videos QuickTip: How to Log into UW for the First Time QuickTip: How to Log into UW Using Outline Mode How to enroll a student in TLS How to complete a student’s record in TLS Generating reports in TLS
LOCATION http://www.abmlq.com/wiabm1507c http://www.abmlq.com/firstuwlogin http://www.abmlq.com/wiabm1102d http://www.abmlq.com/videoenrollastudent http://www.abmlq.com/qtenrollastudent http://www.abmlq.com/videostudentrecords http://www.abmlq.com/qtstudentrecords http://www.abmlq.com/videotlsmanager
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Unified Workforce
Procedure Title: Formal Learning Usage and Adoption
LOCATION https://unifiedworkforce.abm.com
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CONTROLLED DOCUMENT: WI-ABM-1506
QMS STANDARDS
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
1.2 03/05/15 02/18/15
DOCUMENT AUTHOR: Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
Revision 1.0 1.1 1.2
SECTION / PARAGRAPH CHANGED All All All
CHANGE MADE
Initial Entry Edits following review by LQ staff Prepare for release
DATE OF REVISION MM/DD/YY 10/14/14 02/18/15 03/05/15
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. ABMLQ Corporate Education Manager ABMLQ, Senior Vice President TLS Solution Supporters UW Support Team UW Deployment Manager
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: LINDSEY PERCLE BUSINESS UNIT: ABM
TITLE: CORP EDUCATION MANAGER SIGNATURE: ELECTRONIC APPROVAL
Procedure Title: Formal Learning Usage and Adoption
THIRD APPROVER NAME: MATT SEXTON BUSINESS UNIT: ABM
TITLE: UW DEPLOYMENT MANAGER SIGNATURE: ELECTRONIC APPROVAL
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CONTROLLED DOCUMENT: WI-ABM-1506
QMS STANDARDS
DOCUMENT HISTORY SECTION: Document Created on 10/14/14 by Melissa Cipriani Document Modified on 02/18/15 by Melissa Cipriani Document Modified on 03/05/15 by Melissa Cipriani
Procedure Title: Formal Learning Usage and Adoption
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