CONTROLLED DOCUMENT: WI-ABM-1507
QMS STANDARDS
BUSINESS UNIT:
ABM 551 Fifth Avenue, Suite 300, New York, NY 10176
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: UW Learning, Formal - Onboarding
AREA: Education TYPE OF PROCEDURE:
Profile Customer
DOCUMENT NUMBER: WI-ABM-1507 REVISION: 1.3
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 gives 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. This Work Instruction (WI) defines the onboarding process in the use of TLS through Unified Workforce (UW). 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 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 Onboarding
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CONTROLLED DOCUMENT: WI-ABM-1507
QMS STANDARDS
3.0 PROCEDURE (SOP OR WI STEPS) 3.1 WHAT IS FORMAL LEARNING? As a Unified Workforce component, Learning is categorized into two types: Formal Dynamic At ABM, Formal Learning is delivered through The Learning Spot (TLS), a Learning Management System that provides learning content via training courses, while Dynamic Learning includes spontaneous or organic training that is delivered with rich media content through Contextual Learning in Unified Workforce. TLS is a cloud-based, multi-language learning management solution that manages all aspects of formal learning across ABM. 3.2 ACCESS TO FORMAL LEARNING OR TLS Any internal or external user through a registration process can gain access to TLS via Unified Workforce or UW. Internal users include employees while external users may include Clients, Franchisees, 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. There are two ways a user can gain access to TLS depending on the purpose of initial use:
Individual user access – individuals can gain access to TLS through a self-registration process in UW; see Section 3.6 on how to do so. Users who need individual access are either employees who are newly hired (or require access to learning content outside the process of a TLS deployment for a division, department or specific purpose), or an external user who requires new access. Batch import access – an entire group of users via their division, service line or department can be imported as a batch into UW when deployment of TLS is required for a specific purpose. See Section 3.7 on the process of UW batch imports.
3.3 LEVELS OF ONBOARDING There are two levels of onboarding depending on the purpose of initial access to TLS.
TLS Deployment via a Solution Supporter (see Section 3.4 for the Solution Supporters’ Role) - To ensure the effective long-term use and continued adoption of solutions like TLS, the EASI Program is leveraged to identify Solution Supporters who will assist in the onboarding process. Solution Supporters are members of the division, department or location that is deploying TLS to a group of employees who are within their purview. Individual User Onboarding – When individual user access is required outside the process of a deliberate TLS deployment, for example in the case of a new hire, a user can be on boarded through a self-registration process. See Section 3.7 below.
3.4 CRITICAL ROLE OF SOLUTION SUPPORTERS An important aspect of any initiative is building a partnership with representatives of the group who will be using a new solution. With any solution implemented by ABM Learning and Quality, the identification of Supporters and their induction into the EASI (Evangelists, Advocates, and Supporters Influence) Program is a critical step in the onboarding process. In general, the Supporters role includes:
Procedure Title: Formal Learning Onboarding
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CONTROLLED DOCUMENT: WI-ABM-1507
QMS STANDARDS
Step
Role
Project Execution
Identification of Solution Supporters (by Executive Sponsor) Orientation Identification of Designees
User Preparation
Delivery of communication and awareness Create excitement Training completion
User Adoption
Onboarding of new users Support and assistance of new users Delivery of training resources
Stabilization
Continuous updates to TLS content Use and review of TLS reports
Specifically for TLS onboarding, there are two key roles that the Solution Supporters will play, in addition to the Executive Sponsor – also listed are the expected support they will provide: Role
Scope
Oversight Role
Ensure user adoption Ensure course content relevance and accuracy Support of course administrators
Course Administrator Role
Create new courses Maintain course content New user onboarding Manage student access Enrollment of students Manage student records Manage curricula paths Generate TLS reports
3.5 MASS COMMUNICATION TO TARGET AUDIENCE An equally important aspect of onboarding and initiative management in general, 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 not only prepare new TLS users but also to 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 3.5 below on how these will be used. Implementation Phase – these first three announcements are sent during the Implementation Phase: 1st Something New – introduces a new solution, product or service 2nd Comin’ Around The Corner – used as a progress indicator 3rd Ready to Flip the Switch – provides end user preparatory information Deployment Phase – these second three announcements are sent during the Deployment and PostDeployment Phases: 4th Get Excited! – designed to create excitement and inform of impending go live 5th It’s aLIVE! – communicates official release and the usability of solution 6th Mainstreamed – sent by the Corporate Quality Manager during the post-deployment phase, provides a review of the statistics and how the solution is being used based on performance indicators (see Section 5.0 to view additional information referenced in a separate standard)
Procedure Title: Formal Learning Onboarding
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CONTROLLED DOCUMENT: WI-ABM-1507
QMS STANDARDS
3.6 TLS ONBOARDING VIA A SOLUTION SUPPORTER STEP 1.
WHAT 1Identify multiple . Solution Supporters from the division, department or location
WHEN Planning Phase; after initial meeting with Project Manager
COMPETENCY (WHO) Project Manager; Corporate Education Manager
HOW (TOOLS) Manual process with project or executive sponsor from division, department or location See Scope/Role of Solution Supporters here: http://www.abmlq.com/wiabm15 07a
2.
Review and modify Solution Supporters Orientation presentation
As required
Conduct an orientation with Solution Supporters; review role and scope of support and induct into EASI Program
During kick-off meeting
Send follow-up communication to Solution Supporter Follow UW batch import process
After orientation
6.
Send first three in series of announcements
Solution Supporters
7.
Provide TLS training to Solution Supporters
Implementation Phase; as directed by Project Manager Deployment Phase
8.
Send next two series of announcements
Solution Supporters
9.
Follow long-term support and selfservice learning resources Send last in series of announcement
Deployment Phase; as directed by Project Manager After initial use of UW
Post-Deployment Phase; 90 days after Go Live
Corporate Quality Manager
3.
4.
5.
10.
Procedure Title: Formal Learning Onboarding
Implementation Phase
Project Manager; Corporate Education Manager
Project Manager; Corporate Education Manager
Project Manager; Corporate Education Manager Project Manager; Corporate Education Manager; Solution Supporters
Corporate Education Manager
New Users UW Support Team
PowerPoint File in ConnectX: http://www.abmlq.com/wiabm15 07e Upload final PDF presentation to ISSUU. Recorded example of Orientation Session for reference: http://www.abmlq.com/wiabm15 07d EASI Program information: http://www.abmlq.com/welcome toeasi Email template: http://www.abmlq.com/wiabm15 07b Work Instruction link: Onboarding UW Users http://www.abmlq.com/wiabm11 04 Email templates – Messages 1, 2 and 3: http://www.abmlq.com/wiabm15 07b http://www.abmlq.com/wiabm15 07c Email templates – Messages 4 and 5: http://www.abmlq.com/wiabm15 07b WI-ABM-1551 UW Support and Notifications http://www.abmlq.com/wiabm15 51 Email templates – Message 6: http://www.abmlq.com/wiabm15 07b
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CONTROLLED DOCUMENT: WI-ABM-1507
QMS STANDARDS
3.7 INDIVIDUAL USER ONBOARDING These steps are followed when new users need access and thus, processed through an individual registration process. STEP 1.
WHAT
COMPETENCY (WHO)
HOW (TOOLS)
At Start Date
Solution Supporters
Email Templates: http://www.abmlq.com/wiabm15 07f
At Start Date
New User
Contact new user to complete registration process Send log-in information via email
Upon receipt of registration
UW Support Team
QuickTip: Registration http://www.abmlq.com/wiabm11 02a Manual process
To complete process
UW Support Team
5.
Send training information on Solution Supporter role
If new hire is a Solution Supporter
Corporate Education Manager
6.
User logs into UW
To complete process
New User
2.
3.
4.
7.
1Send communication . to New Hire/New TLS User that guides them on the registration process Registration process is followed
WHEN
Follow long-term support and selfservice learning resources
After initial use of UW
New User UW Support Team
Email Template: http://www.abmlq.com/wiabm11 02b http://www.abmlq.com/wiabm15 07c
QuickTips: How to log into UW for the first time: http://www.abmlq.com/wiabm11 02C How to log into UW in Outline Mode; http://www.abmlq.com/wiabm11 02d WI-ABM-1551 UW Support and Notifications http://www.abmlq.com/wiabm15 51
4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE FSG LEXICON LIBRARY LINK: LEXICON LIBRARY TERM ABM LQ, Learning and Quality EASI, Evangelists, Advocates and Supporters Influence LMS, Learning Management System Onboarding PocketPal Procedure Title: Formal Learning Onboarding
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CONTROLLED DOCUMENT: WI-ABM-1507
QMS STANDARDS
TERM QMS, Quality Management System QuickTips Solution Supporter SOP, Standard Operating Procedure 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 Formal Learning Usage and Adoption WI-ABM-1514 Formal Learning Configuration WI-ABM-1551 UW Support and Notifications
LOCATION http://www.abmlq.com/wiabm1102 http://www.abmlq.com/wiabm1506 http://www.abmlq.com/wiabm1514 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 TLS Solution Supporters Orientation Presentation TLS Solution Supporters Orientation Presentation (editable version – requires access) Recorded example of Solution Supporters Orientation
LOCATION http://www.abmlq.com/wiabm1507c http://www.abmlq.com/firstuwlogin http://www.abmlq.com/wiabm1102d http://www.abmlq.com/wiabm1507a http://www.abmlq.com/wiabm1507e http://www.abmlq.com/wiabm1507d
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Series of 6 Email Announcements New Hire Onboarding Email
Procedure Title: Formal Learning Onboarding
LOCATION http://www.abmlq.com/wiabm1507b http://www.abmlq.com/wiabm1507f
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CONTROLLED DOCUMENT: WI-ABM-1507
QMS STANDARDS
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
1.3 03/05/15 02/20/15
DOCUMENT AUTHOR: Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
Revision 1.0 1.1 1.2 1.3
SECTION / PARAGRAPH CHANGED All 3.0 All All
DATE OF REVISION MM/DD/YY
CHANGE MADE
Initial Entry Added pretty links Prepare for final review Prepare for release
07/01/14 07/23/14 01/15/15 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
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
Procedure Title: Formal Learning Onboarding
SECOND APPROVER NAME: LINDSEY PERCLE BUSINESS UNIT: ABM
TITLE: CORP EDUCATION MGR SIGNATURE: ELECTRONIC APPROVAL
THIRD APPROVER NAME: BUSINESS UNIT: TITLE: SIGNATURE:
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CONTROLLED DOCUMENT: WI-ABM-1507
QMS STANDARDS
DOCUMENT HISTORY SECTION: Document Created on 07/01/14 by Melissa Cipriani Document Modified on 07/23/14 by Melissa Cipriani Document Modified on 01/15/15 by Melissa Cipriani Document Modified on 03/05/15 by Melissa Cipriani
Procedure Title: Formal Learning Onboarding
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