CONTROLLED DOCUMENT: WI-ABM-1509
QMS STANDARDS
BUSINESS UNIT:
ABM 551 Fifth Avenue, Suite 300, New York, NY 10176
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: UW Learning, Dynamic Usage and Adoption
AREA: Education TYPE OF PROCEDURE:
Transition and Validation
DOCUMENT NUMBER: WI-ABM-1509 REVISION: 1.2
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Released 02/20/15 02/20/15
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE The ability to produce and deliver dynamic learning content to different types of audiences can be a powerful tool in the education and growth of an organization. Unified Workforce (UW) provides this ability through one of its components known as Contextual Learning. Within UW, there are two types of Learning methods, Dynamic and Formal. Formal Learning is delivered via a Learning Management System or a Corporate University known as The Learning Spot, while Dynamic Learning is delivered via Contextual Learning. Dynamic Learning is a component that is native in UW. There are other vehicles that can enable Dynamic Learning within our organization such as Metropolis and MTube; however, this Work Instruction (WI) is referring to the specific use of Contextual Learning. The adoption of any solution that is new to its users is critical to realizing the value it provides. With Dynamic Learning through Contextual Learning, compelling adoption can be achieved from two perspectives: (1) from the contributor of content and (2) the consumer of content. This WI describes the usage and adoption of Contextual Learning. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES
It is the responsibility of training or education personnel to read, understand, and share the contents of this WI within their spheres of influence. It is the responsibility of the Corporate Education Manager and the UW Support Team to ensure that the provisions of this WI are current and enables an efficient process by potential Dynamic Learning users.
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of ABM Learning and Quality is the point of escalation for all matters contested or inquired upon within this WI.
Procedure Title: Dynamic Learning - Usage and Adoption
Page 1 of 9
CONTROLLED DOCUMENT: WI-ABM-1509
3.0
QMS STANDARDS
PROCEDURE (SOP OR WI STEPS) 3.1
Purpose Dynamic Learning motivates UW users to contribute practical learning content related to the site or across the UW community, associating rich media (images, video, and audio) to field assets and providing the ability to discuss asset specific content which promotes a perpetual learning environment. Content may also be accessed via a work activity or tile from within UW. Rich media visual reference (photo, video, audio) is made available when the field employee opens the activity in Work Activity-Field or Work Activity-Client (before, during or after the work activity). Other platforms that offer Dynamic Learning, in addition to Contextual Learning are: Metropolis: Address the “what we do” and “why we do it” raw perspective from field employees centered around our verticals (16) and services (8) MTube: Streaming media and audio content consumed and contributed by ABM and Non ABM resources Dynamic Learning focuses on bringing collective intelligence and contextual insight to the field worker as related to the work activity. Our ability to share what has happened and is happening with assets in the field (site equipment or tools) will provide an advantage to UW members.
3.2
Features Contextual Learning has many features that contribute to its ability to provide dynamic learning content within the UW members’ fingertips. Working from any device, a user can contribute and consume training content while working on an asset. The table below lists all the features that enable Contextual Learning within UW. See Section 5.0 to view the definitions of each feature in QMS-ABM-0005 UW Quality Manual. To watch an overview of CL, please click or type this URL: http://www.abmlq.com/cloverview Client work activity charm based launch
Integrated search function
Field Work activity charm based launch
Integrated share function
UW tile based launch
Media contribution approve/reject workflow
Device agnostic media capture
Peer ranked media
Dynamic BI, Metropolis cases – vignettes
Site contributed learning content
Enterprise based learning content
Usage metrics, individual
Featured content management by enterprise
Usage metrics, office
Featured content management by site
UW standing inputs
Individual media asset work activity automatic discussion contribution
“View count” organized list
*
Individual media asset user discussion contribution and consumption
* See all UW standing inputs here: http://www.abmlq.com/uwstandinginputs
Procedure Title: Dynamic Learning - Usage and Adoption
Page 2 of 9
CONTROLLED DOCUMENT: WI-ABM-1509
3.3
QMS STANDARDS
Access to Unified Workforce All components of UW are accessible only through UW. Therefore, new members must first onboard to UW before specifically accessing components such as Dynamic Learning or CL. See Section 5.0 to view the following Work Instructions for additional information: WI-ABM-1102 UW Onboarding – Individual Users WI-ABM-1508 UW Onboarding – Dynamic Learning WI-ABM-1510 UW Configuration – Dynamic Learning To watch an overview of UW, please click here or type this URL: http://www.abmlq.com/videowhatisuw
3.4
Users of Contextual Learning Our workforce is our most important asset; their expertise and experience are valuable information that can be difficult to extract for the consumption of others. While most training content is delivered formally through a course or classroom setting, CL gives UW members a way to spontaneously take a photo or produce a video while on-site with a simple smart device and shortly after, share it with UW community members. CL is a powerful component within UW that promotes a dynamic and organic learning collaboration within the organization. With the use and adoption of CL, there are two user perspectives to define: Content Contributor – any UW member who produces and uploads rich media content such as images, audio and video files for the consumption of others once the content is approved. Content Approver – UW member who has been identified as a contributor’s supervisor or manager and responsible for approving submitted content by his/her direct reports. Content Consumer – any UW member who consumes content shared by others and can also collaborate specific to an asset with others thereby promoting a shared learning experience. When to use CL to share rich media content: Content is related to a work activity Content is related to an asset such as equipment, tool, device, etc. Content is related to a specific location Content is valuable to the enterprise across locations Site inspections (may email and group CL media)
3.5
Using Contextual Learning with Work Activity The ability of CL to associate rich media (images, video, and audio) to field assets and the ability to discuss asset specific content is the path to a perpetual and dynamic learning environment. Users of Field Work Activity can consume learning content while in a work order, specific to an equipment and review discussions around the specific asset or similar type of equipment by other subject matter experts within the organization. This “contextual” feature gives UW users the power to leverage the organization’s experience and expertise digitally and spontaneously. To learn more about the use of Field Work Activity, see Section 5.0 to view these Work Instructions: WI-ABM-1108 Unified Workforce Onboarding – Work Activity | Field WI-ABM-1109 Unified Workforce Usage and Adoption – Work Activity | Field WI-ABM-1111 Unified Workforce Configuration – Work Activity | Field
Procedure Title: Dynamic Learning - Usage and Adoption
Page 3 of 9
CONTROLLED DOCUMENT: WI-ABM-1509
3.6
QMS STANDARDS
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.
3.6.1
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
3.6.2
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 Contextual Learning:
Phase
Level
Planning
Division
Implementation
Location
Deployment
Location
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 Ask that each user attempt to produce a minimum of one rich media content on an agreed upon frequency
Procedure Title: Dynamic Learning - Usage and Adoption
Page 4 of 9
CONTROLLED DOCUMENT: WI-ABM-1509
QMS STANDARDS
PostDeployment
Location
Stabilization
Location, Division and Organization
Ask that each user attempt to participate in asset discussions when interacting with a work order Solution Supporters should monitor usage of CL based on native point system features Coach those whose community standing may need improvement based on the user’s or location’s goals 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 Dynamic Learning Onboarding. 3.7
Usage of Contextual Learning 3.7.1
STEP
Content Contributor and Approver: WHAT
1. 1Follow Contextual . Learning onboarding process, including confirmation of Site and BU #
To gain access to UW and CL
COMPETENCY (WHO) >Location >Field/Mobile Users >UW Support Team
2.
Before producing new content
>Field/Mobile Users >Content Approvers
Review the guidelines for producing rich media content
WHEN
HOW (TOOLS) Work Instruction: http://www.abmlq.com/wiab m1508
Work Instruction: WI-ABM-1504 Producing and Sharing Rich Media Content CL Overview: http://www.abmlq.com/clover view
3.
Log into UW
4.
From any UW contextual learning page, click on the add media icon
5.
Fill in the information requested – the information provided is what gives context to content making it easier to search and consume Content is routed to designated Approver for review and approval
6.
Upon granting of access When uploading rich media content
Field/Mobile User
QuickTip: How to Log-in
Field/Mobile User
Quick Tip: http://www.abmlq.com/wiab m1509a
When uploading rich media content
Field/Mobile User
QuickTip: http://www.abmlq.com/wiab m1509a
Immediately after
>Supervisor/CL Approver
QuickTip: http://www.abmlq.com/wiab m1509a
Procedure Title: Dynamic Learning - Usage and Adoption
Page 5 of 9
CONTROLLED DOCUMENT: WI-ABM-1509
STEP 7.
WHAT Content is available and searchable
3.7.2 STEP
QMS STANDARDS
WHEN Once approved
COMPETENCY (WHO) Field/Mobile User
HOW (TOOLS) QuickTip: http://www.abmlq.com/wiab m1509b
Content Consumer:
1. 1Follow Contextual . Learning onboarding process
To gain access to UW and CL
COMPETENCY (WHO) >Location >Field/Mobile Users >UW Support Team
2.
Review the CL overview video
Before using CL
Field/Mobile Users
CL Overview: http://www.abmlq.com/clover view
3.
Log into UW
Field/Mobile User
QuickTip: How to Log-in
4.
Go to Field Work Activity and check into a work order Click on “Consume” work order charm to consume CL content (click “Contribute” to add new content) From “my rhythm” click on “launch media”
Upon granting of access When performing work
Field/Mobile User
While in a work order
Field/Mobile User
Work Instruction: http://www.abmlq.com/wiab m1109 QuickTip: http://www.abmlq.com/wiab m1509c
To search for learning content
Field/Mobile User
To consume content To consume content
Field/Mobile User
To consume content
Field/Mobile User
To search for specific content To consume content
Field/Mobile User
5.
6.
7.
WHAT
Updates will be listed, click “run” 8. Featured Media will be listed, click leftfacing arrow to expose the global and CL charms 9. Click on different views: Enterprise, Site-Specific, to expose available content 10. Click on “search” in global charms 11. Click on content to view – related content will be
WHEN
Procedure Title: Dynamic Learning - Usage and Adoption
HOW (TOOLS) Work Instruction: http://www.abmlq.com/wiab m1508
For steps 6 thru 12, watch the CL Overview video: http://www.abmlq.com/clover view
Field/Mobile User
Field/Mobile User
Page 6 of 9
CONTROLLED DOCUMENT: WI-ABM-1509
STEP
QMS STANDARDS
WHAT
displayed on the right side 12. Add comments, click “like” to participate in the discussion 13. Log out of Contextual Learning or Work Activity
WHEN
COMPETENCY (WHO)
To interact with the content
Field/Mobile User
When completed
Field/Mobile User
HOW (TOOLS)
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 Charms CL, Contextual Learning Global Charms Learning, Dynamic Metropolis MTube Onboarding UW, Unified Workforce WI, Work Instruction 5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1102 Onboarding UW – Individual Users WI-ABM-15004 Producing and Sharing Rich Media Content QMS-ABM-0005 UW Quality Manual WI-ABM-1108 UW Onboarding – Field Work Activity WI-ABM-1109 UW Usage and Adoption – Field Work Activity WI-ABM-1111 UW Configuration – Field Work Activity WI-ABM-1551 UW Support and Notifications
Procedure Title: Dynamic Learning - Usage and Adoption
LOCATION http://www.abmlq.com/wiabm1102 http://www.abmlq.com/wiabm1504 http://www.abmlq.com/qmsabm0005 http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1109 http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1551
Page 7 of 9
CONTROLLED DOCUMENT: WI-ABM-1509
QMS STANDARDS
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Video: What is Unified Workforce Video: Contextual Learning Overview QuickTip: First Time Log-in to UW QuickTip: How to Log-in to UW in Outline Mode QuickTip: Uploading Media Files in CL QuickTip: CL User Interface QuickTip: Work Order Charm Bar EASI Program Brief
LOCATION http://www.abmlq.com/videowhatisuw http://www.abmlq.com/cloverview http://www.abmlq.com/firstuwlogin http://www.abmlq.com/wiabm1102d http://www.abmlq.com/wiabm1509a http://www.abmlq.com/wiabm1509b http://www.abmlq.com/wiabm1509c http://www.abmlq.com/EASIProgramBrief
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Unified Workforce
LOCATION https://unifiedworkforce.abm.com
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
1.2 02/20/15 02/20/15
DOCUMENT AUTHOR: Melissa Cipriani; Greg Lush; Matt Sexton; Lindsey Percle
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
Revision 1.0 1.1 1.2
SECTION / PARAGRAPH CHANGED All All All
CHANGE MADE
Initial Entry Preparing for final review Prepare for release
Procedure Title: Dynamic Learning - Usage and Adoption
DATE OF REVISION MM/DD/YY 09/29/14 01/15/15 02/20/15
Page 8 of 9
CONTROLLED DOCUMENT: WI-ABM-1509
QMS STANDARDS
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS
The following roles must be notified whenever this WI is revised and rereleased.
ABMLQ, Senior Vice President ABMLQ Team 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
SECOND APPROVER NAME: MATT SEXTON BUSINESS UNIT: ABM
TITLE: UW DEPLOYMENT SIGNATURE: ELECTRONIC APPROVAL
THIRD APPROVER NAME: LINDSEY PERCLE BUSINESS UNIT: ABM
TITLE: CORP EDU MANAGER SIGNATURE: ELECTRONIC APPROVAL
DOCUMENT HISTORY SECTION: Document Created on 09/29/14 by Melissa Cipriani Document Modified on 01/15/15 by Melissa Cipriani Document Modified on 02/20/15 by Melissa Cipriani
Procedure Title: Dynamic Learning - Usage and Adoption
Page 9 of 9