CONTROLLED DOCUMENT: WI-ABM-1603
QMS STANDARDS
BUSINESS UNIT:
ABM 551 Fifth Avenue, Suite 300, New York, NY 10176
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: UW Project Activity Usage and Adoption
AREA: Operations TYPE OF PROCEDURE:
Measurement and Verification
DOCUMENT NUMBER: WI-ABM-1603 REVISION: 1.2
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Released 06/24/15 06/24/15
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0
PURPOSE/SCOPE Unified Workforce (UW) Project Activity will allow UW participants to create project teams influenced by financial and social perspectives. UW Project Activity naturally is anticipated to distribute activity via the UW Queue (UWQ) or work activity paths. However, it is not required. With the initiation of the UW Service Network component, companies have been added to the mix and an opportunity has arisen that allows us to add to the logistical and business variables, a financial set of variables. The total cost of a transaction must contain the existing and the new elements shown under the requirements. Through Project Activity, the local labor contractor will have the ability to manipulate their position on the notification ramp by becoming more competitive from a billable rate perspective. 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 Project Activity, 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 Project Activity.
2.0
RESPONSIBILITIES 2.1
TASK RESPONSIBILITIES
2.2
It is the responsibility of all participants of Project Activity to read, understand and abide by the provisions of this WI. It is the responsibility of the Solution Supporter(s) to compel usage and adoption as agreed upon during the onboarding process. It is the responsibility of the UW Deployment and Support Team to ensure the validity and effectiveness of the processes defined in this WI.
APPROVAL/ESCALATION RESPONSIBILITIES
The Senior Vice President of Learning and Quality is the point of escalation for all matters contested or inquired upon this WI.
Procedure Title: UW Project Activity Usage and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1603
3.0
QMS STANDARDS
PROCEDURE (SOP OR WI STEPS) 3.1
PURPOSE With the initiation of the UW Service Network component, companies have been added to the mix. An opportunity has arisen that allows us to add a set of financial variables to the logistical and business variables. The total cost of a transaction must contain the existing and the new elements shown under the requirements. The local labor contractor will have, once the SMART market is deployed, the ability to manipulate their position on the notification ramp by becoming more competitive from a billable rate perspective. You will also notice that the SMART market is introducing an additional type of activity to UW, Project Activity. Project Activity will allow UW participants to create project teams influenced by financial and social perspectives. UW Project activity naturally is anticipated to distribute activity via the UW hopper or work activity paths; however, it is not required.
3.2
Functions This UW Component has many features that enable its overall functionality. The comprehensive list below contribute to enhance the project activity experience while promoting a socially competitive work environment designed to compel and deliver the best value to the customer. For the definition of each function listed, please go to Section 5.0 to view the UW Quality Manual.
Alerts; slip notification
Per diem; calculation logic
Project slip; views; candidates
Billable rate; company and service location
Personality adjustment; individual addition and removal from teams
Qualified candidates
Billable rate; service network company
Points; activity; financial variables
Rates influence on insights
Choice; essential to cultivating exceptional team performance
Points; activity; influencers
Resource scarcity factor
Cost of resource
Points; community
Role selection; project slip; frenzy
Cost of resource; per diem
Points; project
Role; SMART admin
Cost of resource; total
Points; urgency selection
Scarcity factor; resource
Culture driven team selection
Project activity; view distance workers
Search; project slips
Distribution; project slip
Project feedback
Selection; culture driven
Expense per day; calculation logic
Project manager; tools
Share; project slips
Express interest; levels
Project normalization table (PNT)
Team personality adjustments
Export; available resources
Project profile
Tile; launch (project)
Flag; distance worker
Project slip; interaction; candidates
Tile; project factors
Master service; project activity
Project slip interaction; project managers
Tile; project slips
Message; a new project opportunity is available
Project slip; items
Traveler flag; individual
Message; congrats, you have been selected for [projectname]
Project slip; distribution
Urgency selection; points
Message; thank you for your willingness to travel
Project slip; search
Work location; selections
Message; you have not been selected for [projectname]
Project slip; share
Web services; GSA
Notification of slip Procedure Title: UW Project Activity Usage and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1603
QMS STANDARDS
3.3
Onboarding and Configuration The effective use of any UW component such as Project Activity begins with a proper onboarding process. The configuration of information in the UW Admin Portal is a critical step in the onboarding process that is performed by the UW Deployment and Support Team with information derived from Solution Supporters and user import process for location implementations. The key areas that need to be validated during the initial UW onboarding and configuration processes in the Admin Portal are defined in Work Instructions that can be viewed in Section 5.0 of this WI: WI-ABM-1601 UW Project Activity Onboarding WI-ABM-1602 UW Project Activity Configuration
3.4
Users of Project Activity As this component relates to activities related to project management, the UW roles that will benefit most from its features are: Project Managers – this role is the manager who will create the project slips from which workers can express interest in participating Field Workers – this role is defined as any field worker who is interested in a project activity that has come up for participation, filtered as those who are in the same zip code as the project manager or location where the project is taking place Distance Workers – this role is defined by the field workers who are not in the same zip code as the project manager or location where the project is taking place
3.5
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 with 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. 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.
Minimize user issues with proper training and onboarding process
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. See Section 5.0 to view WI-ABM-1105 UW Activity Queue Onboarding for additional information.
Procedure Title: UW Project Activity Usage and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1603
Provide visibility to usage metrics
3.6
QMS STANDARDS
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.
Usage of Project Activity The diagram below provides the workflow of how Project Activity is used in UW. Together with the list of functions above, this section describes the steps in using Project Activity. The steps are divided into three basic functions: Creating a Project Slip Expressing Interest in a Project Modifying a Project to Work Phased A demo video that describes these steps is also available for additional guidance: Click this link to watch the video: UW Project Activity Demo Video Or enter this URL in any web browser: http://www.abmlq.com/projectactivitydemo3
3.6.1
Creating a Project Slip These steps are assuming that the users have already been onboarded into UW. Project Slips are the vehicle through which project managers can solicit interest in a project from various types of workers depending on the nature of the project. Project Slips can only be created by a UW user in a Project Manager role.
Procedure Title: UW Project Activity Usage and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1603
STEP
QMS STANDARDS
WHAT
1.
Log into UW
WHEN To start using UW and Project Activity
COMPETENCY (WHO) Project Manager
HOW (TOOLS) Logging into UW the First Time: http://www.abmlq.com/firstuwlogin Using UW in Outline Mode: http://www.abmlq.com/uwoutlinemo de Using UW in HTML5: http://www.abmlq.com/uwhtml5mod e
2. 3.
4.
5. 6.
7.
8.
Click on My Role, click Project Activity tile The Project Activity tiles are displayed: launch; project factors; my project slips – click launch Click the left arrow (right side), click “Create Project Slip” (bottom left) F Fill out project slip form F Add Role(s) to your project slip – fields in each role include: Project Role Location Scarcity Hours min/max Rate min/max Quantity Click Save icon (bottom left); project slip notification dialog box will pop-up, choose between: Local Community – same zip code as project manager/job location All Candidates – any worker from any location A notification will be sent to workers based on the notification method chosen in step 7 above; Project Slip will now be listed in the Active list
3.6.2
STEP 1.
To enter Project Activity To view activity lists and menu options
Project Manager
To expose menu options and create project slip To create project slip To create project slip
Project Manager
http://www.abmlq.com/uwprojectacti vitydemo
Project Manager
http://www.abmlq.com/uwprojectacti vitydemo http://www.abmlq.com/uwprojectacti vitydemo
When finished filling out slip and ready to send notification
Project Manager
http://www.abmlq.com/uwprojectacti vitydemo
When Project Slip is saved
Project Manager
Notifications are sent based on the Project Slip distribution configuration settings in the Admin Portal; options include: UW Message Bus Email SMS All
Project Manager
Project Manager
http://www.abmlq.com/uwprojectacti vitydemo http://www.abmlq.com/uwprojectacti vitydemo
Expressing Interest in a Project These steps are assuming that the users have already been onboarded into UW. Field workers can express interest in a project that may or may not be in their zip code on record, depending on which project slip notification the project manager chose when the slip was created. WHAT Notification is received that a new project opportunity is available
WHEN Project Slip is created in the same zip code
Procedure Title: UW Project Activity Usage and Adoption
COMPETENCY (WHO) Field Worker
HOW (TOOLS) Notification is sent via one or all of the following options: UW Message Bus Email Page 5 of 9
CONTROLLED DOCUMENT: WI-ABM-1603
STEP
WHAT
2.
Take steps 1 thru 3 above
3.
Click “Active” list
4.
Click “All Active”
5.
Click on Project name you are interested in, then click on “Details” – you can also use the Advanced Search feature Click on “Express Interest” (bottom left), choose the project role you are interested in if there is more than one role in the drop down Notification is sent to Project Manager
6.
7.
3.6.2
STEP 1.
2.
WHEN
COMPETENCY (WHO)
HOW (TOOLS) SMS Section 3.6.1 above
To start using UW and Project Activity To view Project Slip
Field Worker
To view Project Slip To express interest
Distance Worker
To express interest
Field Worker/ Distance Worker
Choose interest level: High Medium Low
After field/distance worker has expressed interest
Project Manager
Project now appears in Interested or All Interested list
Field Worker
There are 7 view options of activity lists available: First three show work with the same zip code as current user: >Active >Interested >Work Phased Next three show all: >All Active >All Interested >All Work Phased Distance Worker shows list of distance workers
Field Worker/ Distance Worker
Moving a Project to Work Phased Once workers have expressed interest in a project, the project manager can choose the candidates for the project which will move the project from active to work phased. WHAT Click on “Interested” or “All Interested” list – click on project for which interests have been expressed, click “view details” Click “View Candidates” (bottom left)
3.
Click the “select” box next to candidates, click “save”
4.
Project is now in the Work Phased status and will appear in either the “Work Phased” or “All Work Phased” lists Notification is sent to all selected candidates
5.
QMS STANDARDS
WHEN
COMPETENCY (WHO)
HOW (TOOLS)
To view candidates
Project Manager
http://www.abmlq.com/uwprojectacti vitydemo
To see anyone who has expressed interest To choose the actual participants in the project When candidates have been selected
Project Manager
http://www.abmlq.com/uwprojectacti vitydemo
Project Manager
http://www.abmlq.com/uwprojectacti vitydemo
Project Manager
http://www.abmlq.com/uwprojectacti vitydemo
When Project is in work phased
Project Manager
http://www.abmlq.com/uwprojectacti vitydemo
Procedure Title: UW Project Activity Usage and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1603
4.0
QMS STANDARDS
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 Distance Worker EASI, Evangelists, Advocates and Supporters Influence Message Bus Project Activity Project Slip QMS, Quality Management System SMS SOP, Standard Operating Procedure UW, Unified Workforce WI, Work Instruction
5.0
ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1601 UW Project Activity Onboarding WI-ABM-1602 UW Project Activity Configuration UW Project Activity Quality Manual WI-ABM-1551 UW Support and Notifications WI-ABM-1103 UW Onboarding Locations WI-ABM-1104 UW Onboarding Individual Users
6.0
LOCATION http://www.abmlq.com/wiabm1601 http://www.abmlq.com/wiabm1602 http://www.abmlq.com/qualitymanualpwa http://www.abmlq.com/wiabm1551 http://www.abmlq.com/wiabm1103 http://www.abmlq.com/wiabm1104
ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE UW Project Activity Demo Video Developer’s Perspective: UW Project Activity Demo Video – How to Use
Procedure Title: UW Project Activity Usage and Adoption
LOCATION http://www.abmlq.com/uwprojectactivitydemo http://www.abmlq.com/projectactivitydemo3
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CONTROLLED DOCUMENT: WI-ABM-1603
7.0
QMS STANDARDS
ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS
8.0
LOCATION
REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
1.2 06/24/15 06/19/15
DOCUMENT AUTHOR: Melissa Cipriani
DOCUMENT MANAGER: Melissa Cipriani
Reason for Change:
Revision 1.0 1.1 1.2
9.0
SECTION / PARAGRAPH CHANGED All 3.0 All
CHANGE MADE
Initial Entry Added Section 3.0 based on vendor demo video Prepare for release following File Review approval
DATE OF REVISION MM/DD/YY 04/20/15 05/07/15 06/24/15
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 Deployment Team UW Support Team
Procedure Title: UW Project Activity Usage and Adoption
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CONTROLLED DOCUMENT: WI-ABM-1603
QMS STANDARDS
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
SECOND APPROVER NAME: MATT SEXTON BUSINESS UNIT: ABM
TITLE: SENIOR VP, LEARNING AND QUALITY TITLE: UW DEPLOYMENT SIGNATURE: ELECTRONIC APPROVAL SIGNATURE: ELECTRONIC APPROVAL
THIRD APPROVER NAME: MIKE WALKER BUSINESS UNIT: ABM
TITLE: DIRECTOR, EMERGING INNOVATIONS SIGNATURE: ELECTRONIC APPROVAL
DOCUMENT HISTORY SECTION: Document Created on 04/20/15 by Melissa Cipriani Document Modified on 05/07/15 by Melissa Cipriani Document Modified on 06/24/15 by Melissa Cipriani
Procedure Title: UW Project Activity Usage and Adoption
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