CONTROLLED DOCUMENT: WI-AFS-0602
QMS STANDARDS
BUSINESS UNIT:
ABM Facility Services 1221 Lamar, Suite 1500, Houston, TX 77010
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: Deployment of Corrigo
AREA: Operations TYPE OF PROCEDURE:
Delivery
DOCUMENT NUMBER: WI-AFS-0602 REVISION: 1.4
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Released 01/16/13 01/16/13
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE ABM Facility Services (AFS) uses work order management (WOM) systems for the efficient delivery of services to our customers. WOM systems provide our operational staff visibility to our workload and workforce for resource management and timely delivery of services. Corrigo is one of the systems used by AFS; it has several components that can be used depending on the requirements of a contract. When initiating the use of Corrigo for a specific contract, there are deployment steps that must be followed based on the components that will be used. The purpose of this Work Instruction (WI) is to provide the policies and procedures in the deployment of Corrigo for an AFS contract. This WI is in support of the Delivery Phase (SOP-0056) of ABM Facility Solutions Group’s (FSG) Master Business Process. The Delivery Phase ensures “Perception in Quality” by describing the minimum requirements related to execution, the checks and balances for execution and staying on time and the continual review of contractual obligations for delivery, due dates, anticipated release dates, and contractually held response times. The Delivery Phase ensures “Perception in Fact” by describing the minimum requirements related to the execution of processes with first time performance, on time. See Section 5.0 to view SOP-0056. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES
It is the responsibility of all AFS employees to read, understand and abide by the provisions of this policy. It is the responsibility of the AFS operational staff to ensure that the applicable employees read, understand, and abide by the provisions of this policy. It is the responsibility of the AFS Senior Vice President of Operations to ensure that all relevant employees are in compliance to this policy.
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Vice President of Operations of AFS is the point of escalation for all matters inquired upon or contested with regards to this policy. Procedure Title: Deployment of Corrigo
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CONTROLLED DOCUMENT: WI-AFS-0602
QMS STANDARDS
3.0 PROCEDURE (SOP OR WI STEPS) 3.1 WHAT IS CORRIGO? AFS uses Corrigo to provide real-time, cloud-based facilities and service management solutions across singular or multi-site facilities. AFS uses three components of Corrigo to provide the services defined in a contract:
Work Order Management (WOM) – management of work orders for scheduled (preventive maintenance) and unscheduled (repairs) services Work Order Network (WON) – management of subcontractors and vendors specific to a contract Customer Portal – provides customers with the ability to submit requests for service through a secure Portal specific to the contract
3.2 PLANNING FOR THE DEPLOYMENT OF CORRIGO: The deployment and implementation of Corrigo is specific to a contract with either singular or multisite locations or facilities. This list defines the steps for planning the deployment and implementation of Corrigo:
Hierarchy – the hierarchy of the contract in Corrigo must be reviewed: o Portfolio Level – Top tier of the FSG Corrigo instance which is: abmfsg/corrigo.com A contract can also be deployed at the Portfolio level. o Account Level – Second tier after ABMFSG which is contract and location specific (example: ABC Company – Irvine) Corrigo Components to Use o A decision must be made as to which components will be deployed for the specific contract o Will it be all three or a combination of the components listed in section 3.1? Data Sources o For a contract with existing data that may reside in another system, the following data must be readily available for export and import Customer Data (company name, locations, addresses, etc.) Subcontractor/Vendor Data (company name, addresses, products and services, contacts, etc.) Planned maintenance schedule and scope of services o For a contract without data that exists in a format that can be imported, the information will be manually entered Roles and Access – the operations staff must define the following roles to prepare for the provisioning of access to Corrigo o Operations team – scheduler or dispatcher; field personnel; facilities management team o Customer – personnel from customer’s team who may have ability to submit service requests through the Customer Portal o Subcontractors and Vendors – this will be managed through WON
Procedure Title: Deployment of Corrigo
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CONTROLLED DOCUMENT: WI-AFS-0602
QMS STANDARDS
3.3 DEPLOYMENT OF CORRIGO – THE FOLLOWING STEPS ARE DEFINED ACCORDING TO EACH COMPONENT. FOLLOW THE STEPS THAT ARE RELEVANT TO YOUR CONTRACT’S DEPLOYMENT. 3.3.1 WORK ORDER MANAGEMENT (WOM) STEP
WHAT
1.
WHEN
Create account level instance(s) in Corrigo 2. 1Sanitize the . customer data from existing system if available: - Delete inactive customers - Update any old addresses, etc.
After verifying the specific sites and locations Before exporting to Excel template
3.
After customer data has been sanitized After validation of exported data After validation of components being implemented based on contractual obligations
4. 5.
Export customer data to Excel template Import customer data to Corrigo Enter other relevant data into Corrigo based on components being implemented: - Planned maintenance scope and schedule - Equipment information - Field personnel information
COMPETENCY (WHO) AFS Support Services Specialist
HOW (TOOLS) Corrigo Course
Operations Staff
Manual process
AFS Support Services Specialist
Corrigo Course
AFS Support Services Specialist AFS Support Services Specialist
Corrigo Course Corrigo Course
3.3.2 WORK ORDER NETWORK (WON) STEP 1.
2.
WHAT Export subcontractor information from existing system Enter subcontractor database information into Corrigo
Procedure Title: Deployment of Corrigo
WHEN If migrating from an existing system If this is a new deployment
COMPETENCY (WHO) AFS Support Services Specialist
AFS Support Services Specialist
HOW (TOOLS) Corrigo Course
Corrigo Course
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CONTROLLED DOCUMENT: WI-AFS-0602
STEP 3.
WHAT Send welcome letter to subcontractors on the use of Corrigo for WON
QMS STANDARDS
WHEN Before going live with WON
COMPETENCY (WHO) Facility Manager
HOW (TOOLS) Welcome Letter Template
3.3.3 CUSTOMER PORTAL (E-SERVICE) STEP
WHAT
1.
Enable Customer Portal for specified contract
2.
Compile list of customer contact or tenants participating in the Customer Portal Submit access request for each new user Provide customer with communication when the Customer Portal is ready for use
3.
4.
WHEN If chosen to provide eService capabilities After determination is made on who will participate
COMPETENCY (WHO) AFS Support Services Specialist
HOW (TOOLS) Manual Process in Corrigo
Facility Manager
Manual Process
Before access is provided
Facility Manager
Corrigo Access Management
Before going live
Facility Manager
Manual Process
3.4 OPERATIONAL USE OF CORRIGO Upon completion of the deployment and implementation, the processes that define the continued and long-term use of Corrigo can be reviewed in other quality documents (SOP’s, work instructions, and reference documents) soon to be developed. 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: FSG LEXICON LIBRARY TERM ABMFS, ABM Facility Solutions ABMFSG, Facility Solutions Group Corrigo Customer Portal e-Service SOP, Standard Operating Procedure WI, Work Instruction WOM, Work Order Management Procedure Title: Deployment of Corrigo
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CONTROLLED DOCUMENT: WI-AFS-0602
QMS STANDARDS
TERM WON, Work Order Network
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME SOP-0056 Delivery
LOCATION https://portal.thelincgroup.com/sites/qmslinks/releasedlibrar y/The%20Linc%20Group%20Corporate/1/SOP0056%20BP%20-%20Delivery.pdf
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Corporate University Course
LOCATION Corrigo Course
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Subcontractor/Vendor Welcome Letter
Corrigo Access Management
LOCATION https://portal.thelincgroup.com/sites/linccos/fieldcentrixdepl oyment/Corrigo/10%20Corrigo%20Vendor%20Welcome%2 0Letter%20From%20Requestor%20Sample%2020110725.d ocx https://portalpartners.thelincgroup.com/customers/abme/co rrigoaccess/SitePages/Home.aspx
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
DOCUMENT AUTHOR: Melissa Cipriani; Matt Sexton
Procedure Title: Deployment of Corrigo
1.4 01/16/13 01/07/13
DOCUMENT MANAGER: Melissa Cipriani
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CONTROLLED DOCUMENT: WI-AFS-0602
QMS STANDARDS
REASON FOR CHANGE:
Revision 1.0 1.1 1.2 1.3 1.4
SECTION / PARAGRAPH CHANGED All 3.0 3.0, 6.0 3.3.3 All
DATE OF REVISION MM/DD/YY
CHANGE MADE
Initial Entry Addition of Section 3.0 Addition of link to course Added link to Corrigo Access Management Package for release
06/27/12 07/03/12 09/14/12 11/07/12 01/16/13
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. Facility Managers, ABMFS President, ABMFS Senior VP, ABMLQ Support Services Specialist VP of Operations, ABMFS
10.0
APPROVALS
PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. FSG REVIEW FIRST APPROVER NAME: GREG LUSH
BUSINESS UNIT: ABMLQ TITLE: SENIOR VP SIGNATURE: ELECTRONIC APPROVAL
SECOND APPROVER NAME: LAVERA TRUVILLION
BUSINESS UNIT: ABMFS TITLE: VP OF OPERATIONS SIGNATURE: ELECTRONIC APPROVAL
THIRD APPROVER NAME: ROSS THOMPSON
BUSINESS UNIT: ABMFSG TITLE: CHIEF OPERATING OFFICER SIGNATURE: ELECTRONIC APPROVAL
DOCUMENT HISTORY SECTION: Document Created on 06/27/12 by Melissa Cipriani Document Modified on 07/03/12 by Melissa Cipriani Document Modified on 09/14/12 by Melissa Cipriani Document Modified on 11/07/12 by Melissa Cipriani Document Modified on 01/16/13 by Melissa Cipriani
Procedure Title: Deployment of Corrigo
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