WI-ABM-1501 MS - ourVOICE Program Deployment V1.2

CONTROLLED DOCUMENT: WI-ABM-1501

QMS STANDARDS

BUSINESS UNIT:

ABM 551 Fifth Avenue, Suite 300, New York, NY 10176

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: MS – ourVOICE Program Deployment

AREA: Education TYPE OF PROCEDURE:

Management System

DOCUMENT NUMBER: WI-ABM-1501 REVISION: 1.2

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Released 08/29/12 08/29/12

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE ABM is committed to a perpetual learning and quality culture. While there are many advanced learning and quality tools available at our disposal and in use today to perpetuate such a culture, the diversity of, and the means by which we reach our workforce compel us to develop innovative ways to inspire and motivate them in the delivery of ABM services. One such innovation is ourVOICE; a program designed to mine the experience, intuition and innovation from each employee throughout ABM through learning and quality frameworks (see Section 5.0 to read the Social and EASI Framework documents).

The design goal of ourVOICE is to hear the voices of our employees, our most valuable asset, on the many ways they deliver services and value to our Customers and more importantly, to learn from each other. The cultural benefits are tremendous and the Best Practice aggregation opportunity is nearly unlimited. The program’s purpose is to create a conduit for the voice of our employees to be heard and provide social recognition amongst their peers locally and across the enterprise. Aligned to the eight primary ABM services (as seen in Metropolis), we work towards one Unified Workforce and begin the process of blurring the business unit lines.

This Work Instruction (WI) defines how the ourVOICE Program is deployed at the location/site level. How does it work? Section 3.0 defines the Who, When, Who and How of this Program.

2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES    

It is the responsibility of all ABM employees to read, understand and support the goals of this WI. It is the responsibility of all Business Unit Presidents to ensure that the applicable employees read, understand, and support the provisions of this WI. It is the responsibility of the Site Manager of participating ABM locations to ensure that all relevant employees in their sphere of influence, read, understand and support the goals of this WI. It is the responsibility of the ABM Learning and Quality (ABMLQ) team to translate submitted information from ourVOICE challenges into Learning and Quality content for company-wide dissemination.

Procedure Title: MS – ourVOICE Program Deployment

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CONTROLLED DOCUMENT: WI-ABM-1501

QMS STANDARDS

2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of Learning and Quality is the point of escalation for all matters inquired upon or contested with regards to this policy.

3.0 PROCEDURE (SOP OR WI STEPS) 3.1 WHAT IS OURVOICE? Using a local paper-based toolset and remote digital toolset, ourVOICE is the social gamification of gathering real-life service delivery methods employed by our workforce. Using a physical white board, employees in a specific location are requested to submit entries to program challenges by describing their methodology for completing a specific task (as provisioned by our contract) chosen by divisional management and/or location operations staff. Hence, the collective voice of the location is heard with submitted content translated into learning and quality content for organizational consumption. Entries are voted on by the peers of participants at the location, division and organizational levels.

3.2 OBJECTIVES OF OURVOICE With any ABM initiative or endeavor, objectives must be clarified in order to measure success and the value the program brings to the organization. The outputs of ourVOICE can bring us perpetual advantages that will have rippling effects throughout. To make sure we are meeting the goals and objectives of ourVOICE, participants are requested to review these objectives with their peers.

These objectives are categorized by the four perspectives of a Balanced Scorecard as dictated by a Strategy Focused Organization such as ABM: Perspective Financial

Objective Differentiate ourselves from our competition, thereby producing organic growth

Value What’s in it for our stakeholders?

Customer

Improve and standardize (or specialize) services delivered to our Customers

What’s in it for our Customers?

Internal Process

Identify opportunities for improvement in our delivery of services as suggested by the people who make it happen in the field

What’s in it for the organization?

Learning and Growth

Procedure Title: MS – ourVOICE Program Deployment

 Share learned information for organizational consumption  Give our workforce a feeling of appreciation and the confidence to be heard; to let them know that they can make a difference

What’s in it for “me”, the employee and our collective talent?

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QMS STANDARDS

3.3 WHAT ARE THE OURVOICE TOOLSETS? Socializing the tools for ourVOICE presented a problem in the methods by which employees participate in the program challenges. To ensure that all employees are given a chance to participate, two types of tools for ourVOICE were developed: 



Local Toolset is necessary in order to reach the majority of our workforce at the location level who are, for the most part, disconnected from our digital or web based collaborative tools.

Local toolset includes: o Whiteboard (click here to view a sample) o Whiteboard peripherals o PocketPals Remote Toolset work in tandem with the local toolset to reach a bigger audience especially for the “voting” aspect of the program. Remote toolset includes: o ABMLQ Facebook o ISSUU o ABM SharePoint Portal Environment (authentication required)

3.4 WHO CAN PARTICIPATE IN OURVOICE? The program is deployed at a location level; all divisions and any of their locations are all eligible to participate. Once a commitment is made by divisional and location leaders, it is the responsibility of the Location/Site Manager named as the EASI Supporter for the program, to deploy and use the tools provided for a successful implementation.

3.5 PROCEDURE FOR PARTICIPATION STEP

WHAT

WHEN

COMPETENCY (WHO) Divisional or regional leaders

HOW (TOOLS)

1. 1Choose the . challenges for their locations

After committing to participate in the program

2.

Identify an EASI Supporter per Location

Once a location is chosen or has volunteered to participate

Operational leaders

Manual process; use the EASI Framework document as your guide or see Section 3.6 of this WI for the tasks expected of the EASI Supporter

3.

Submit request for the Local Toolset

EASI Supporter/Site Manager

Click here to submit request

4.

Follow the instructions provided in the EASI Supporters Instructional document

After a location is chosen, along with the EASI Supporter (typically the site manager) After receipt of local toolset

EASI Supporter/Site Manager

Click here to view the instructional document

Procedure Title: MS – ourVOICE Program Deployment

Click here to view guidelines on how to develop ourVOICE challenges

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CONTROLLED DOCUMENT: WI-ABM-1501

QMS STANDARDS

3.6 PROGRAM PROCEDURE – HOW DO THE PROGRAM CHALLENGES WORK USING EACH TOOLSET? Local Toolset: 1. Whiteboard based environment which allows the site to manually write the current months challenge. The challenges are established by the business unit focused on areas which have been identified by the customers or areas were productivity enhancements can impact the environment (bottom line, customer perception, safety, etc.).

2. Challenges are organized in a suggested sequence; however, the local manager has the latitude to choose which is most important to their business. Note: At this time ad-hoc challenges are not suggested as part of the benefit is to provide direction from leadership without micro management 3. Challenges are written on the boards in a pre-determined location in all site languages (assuming three languages maximum) 4. Current month challenge is posted on the first working day of the month for all shifts 5. Employees noodle on the challenge for one week, being encouraged to think and experiment with ideas which will drive productivity 6. Employees place their suggestions to the challenge, only nine for any given challenge are allowed on the first day of the second week of the month 7. Employees vote, using a Facebook like manual "like" function for their favorite challenge response. Please note that it is likely employees will vote for more than one; however, are encouraged to only cast one vote max per challenge response 8. Local manager takes picture of board at week three and sends to specific address (quality check confirming continued use) 9. Pocket pal holder integrated to pass training data to the site (once complete with the enterprise challenge winner) 10. Challenge response with the most "likes" wins that month and that persons' name is placed on the local "winners corner" (highlights the last three months winners). Monthly winners receive yet to be determined ABM Bucks compensation 11. Challenge response winning entry is tied to service vertical (as shown on Metropolis) 12. Employees which win challenge responses three times per year receive letters from the Business Unit President and yet to be determined ABM Bucks compensation Remote Toolset: 1. ABM Facebook profile is leveraged: ABMLQ Facebook 2. Application for ABM Learning and Quality (LQ) is embedded within ABM Facebook page 3. LQ application manages by service vertical, year and month a series of images (which are the challenges). These images allow multi language captions and "like enabled" social wall like entries.

4. Facebook security is utilized to minimize the number of competitors viewing our challenges and challenge responses 5. Employees like the LQ application which allows announcements and activity to appear on employees personal walls; however, not vice versa 6. Site managers/EASI Supporters upload their challenge winners entries to the LQ application running on Facebook using a specific taxonomy 7. Fourth week of the month managers upload and "like" challenge responses 8. Enterprise challenge response winner and highest "liked" content is pulled and verified for eventual entry into learning and quality standards.

9. Standards based quality and learning is then distributed through impacted organization (s) 10. Enterprise winner of challenge response is socially recognized on Facebook ABM wall and added to local collaborative internal tools 11. Enterprise challenge winner receives letter from Business Unit President and yet to be determined ABM Bucks compensation Procedure Title: MS – ourVOICE Program Deployment

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QMS STANDARDS

12. Employees which win the Enterprise challenge responses three times per year receive letters from the ABM President and yet to be determined ABM Bucks compensation 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 ABMLQ, LQ, ABM Learning and Quality Balanced Scorecard Perspectives BSC, Balanced Scorecard EASI, Evangelists, Advocates and Supporter Influence Facebook Gamification ISSUU Metropolis PocketPal SFO, Strategy Focused Organization WI, Work Instruction

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME EASI Framework Document

LOCATION EASI Framework Document (public view)

Social Framework Document

Social Framework Document (public view)

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE ourVOICE EASI Supporters Instructional Document – includes links to instructional videos Metropolis

Procedure Title: MS – ourVOICE Program Deployment

LOCATION Instructional Document (public view)

https://metropolis.abm.com/ (public view)

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CONTROLLED DOCUMENT: WI-ABM-1501

QMS STANDARDS

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS ourVOICE Poster (whiteboard representation) Request for ourVOICE Toolset ABMLQ Facebook ABMLQ ISSUU ABMLQ Twitter

LOCATION ourVOICE Whiteboard (public view) Request Form https://www.facebook.com/ABMLQ http://issuu.com/abmlq Follow us @ http://twitter.com/abmlq

8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)

1.2 08/29/12 08/29/12

DOCUMENT AUTHOR: Greg Lush; Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1 1.2

SECTION / PARAGRAPH CHANGED All Section 3.0 All

CHANGE MADE

Initial Entry Modifications from ABMLQ Senior VP feedback Package for release

DATE OF REVISION MM/DD/YY 08/28/12 08/28/12 08/29/12

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. ABM Divisional Human Resources Staff ABM Divisional Presidents ABM Learning and Quality ABM Operational Leaders

Procedure Title: MS – ourVOICE Program Deployment

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10.0

QMS STANDARDS

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: BUSINESS UNIT: TITLE: SIGNATURE:

THIRD APPROVER NAME: BUSINESS UNIT: TITLE: SIGNATURE:

DOCUMENT HISTORY SECTION: Document Created on 08/28/12 by Melissa Cipriani Document Modified on 08/28/12 by Melissa Cipriani Document Modified on 08/29/12 by Melissa Cipriani

Procedure Title: MS – ourVOICE Program Deployment

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