platform brief | UW Value
Helpful reference links UW “my private network�, customer example: click to view UW environment overview, customer example: click to view Want more information? ContactUs@qmerit.com
WHY? After decades of assuming that the right person is at the right place at the right time the service industry is ready for a change. The QMerit platform (UW) [patent pending] brings just that with a disruptive evolution of the service model embracing a peer balanced meritocracy. HOW? QMerit enables consistent delivery amidst critical variables by providing a holistic platform that optimizes service provision and radically innovates the workforce performance model. WHAT UW Is | Human performance model Leveraging a pure cloud based PAAS model (platform as a service), Unified Workforce (UW) augments and enhances delivery mechanisms found in traditional work order and knowledge management systems. Our socially governed user environment is designed to match work activity with labor resources with specific skills. UW blurs the lines between employee based and local labor based resources allowing unfettered delivery of service spanning urban, suburban and rural service regions. In order to make sure that the best performers receive the top opportunity a meritocracy based virtuous work engine is at the core of the UW platform. UW is a holistic framework which optimizes contextual service information to its participants dramatically increasing productivity and amplifying field level esprit de corps. What UW means | Profitable growth Systems of engagement will fuel business growth and innovation over the next decade. The journey will require paradigm changes and a sophisticated approach to solution development. Our targets are set on some of the following: 1. Realize the financial gains from the implementation of a merit based culture 2. Improve satisfaction, stickiness, and trust 3. Serve customers at the lowest possible cost and instill in them a selfservice habit 4. Increase business productivity and drive cost out of internal processes 5. Create significant new revenue sources from smart products and services
platform brief | UW Value
Ying & Yang of service When an organization needs a service, it is desired to get the right person to the right place at the right time to perform the service for the organization. However, managing service providers and personnel to ensure that organizations are served in an ideal manner can be very challenging. Many variables are involved, including whether the service provider has the requisite skill to provide the required service or address the organization’s problem, whether the service provider is located sufficiently close to the location requiring the service, if they have an available resource, etc. Further, when services required become mixed between technical and non-technical businesses, white collar businesses and blue collar businesses, etc., the number of variables compound and it becomes more difficult to ensure the right person is selected and can make it to the right place at the right time. Doing the right thing Enmeshed within the design of UW is the assumption that, for the most part, people want to do the right thing. When you head down this path you energize a spirit within folks that can lead to exceptional results. The magic is to provide influenced direction and constant visibility for the person to monitor their performance. Now seeing results is one thing; however, these results must have some tangible impact. UW’s virtuous work engine and UW Notification ramp (part of the UW Queue) leverage individual’s standings as compared to their community to establish who sees the work activity first. Thus creating an environment that rewards the best performers with the top opportunities. Empowered interaction | choice drives excellence The quickest way to insure motivation and maximum service output is to enlist the "freedom of choice". Service, in all industries, is an art and the canvas is expressed in the way that an individual approaches an issue and the perception of expertise the client has with that individual. Organizations dealing with work activities understand that the perception of their company is all about the experience; those touch points are with the dispatchers and service workers. Seeming to do is not doing, just like freedom of choice without guidance is likely to produce lackluster results.
platform brief | UW Value
As the emerging generation (~80mil) of workers (commonly referred to as GenY) replace the current workforce it is critical that we adapt to their demonstrated behaviors, which lean towards:
Transient | UW learning formal and dynamic Seek social approval | UW queue and UW virtuous work engine Corporate climbers | UW learning formal and dynamic Choice | UW queue | UW virtuous work engine, UW field work activity Instant gratification and feedback | UW field work activity and UW virtuous work engine
Perpetual perspective | culturally influenced superior performance Service is about fine tuning and adapting to ever changing field conditions and pertinent information. The motivation to share organizational knowledge is directly related to our ability to create an environment which promotes trust and experimentation without fear of judgment. A forum where you may contribute and consume relevant and pragmatic data tied directly to the ability to service your client. The more one contributes and consumes perspective, points are awarded which allows for more immediate access to new work activity (not to mention the social competition around having the most community points). Provide perspective at the point of performance leveraging contextual and community based intuition and you will create a culture of performance as opposed to a culture of task masters. Qualified not quantified | eco-system of resources For years, whether the client contracting with the primary service contractor or the primary service contractor subbing work to another service contractor, we have never been able to provide the client with the confidence that they are receiving the best resource for their request. Instead the service contractor has always been in the power position, sending whom they see is best or sometimes just available. As work activity is distributed; logistical, business, skills and client variables are applied to filter the resources down to the perfect candidate pool. Priority notifications are adjusted based on the resources community and activity standing enabling the best resources to receive the best opportunity. A perfect meritocracy is established paving the way for peer balanced performance and visibility to determine the value of their human capital assets.
platform brief | UW Value
Competency tied to industry; skill and nature of call Over-arching certifications have been present within the service business for years. In many instances that high level "white-wash" certification leaves gaps when seeking specific qualifications for very specific work activity. UW looks at the nature of call, relates that to the industry, service and skill level. When field personnel are on-boarded to UW they declare their areas of expertise defined by the combination of industry, service and skill (level is mathematically established based on their assessment results). Once a work activity is created the nature of call is always dictated, UW locates all resources with skills at or above the requirements. Why change the service model now? Scarcity of qualified field resources has been a running concern for years. In many industries the rate of loss morphs the numbers of those entering the service industry. Combine this with a “shared economy” approach on executing work activity, which is now more granular than ever. Generation Y is changing our understanding of “free-lance”, picking up a computer coding job in the morning and leveraging their Toyota Prius in an Uber X model in the afternoon. These factors, amongst others not mentioned, have made the right person > right place > right time equation an exponentially more difficult model to execute. Let’s face it, our goal is to evolve the level of service provided from every perspective. The QMerit platform does just that by delivering a compelling – insightful – relevant industry shaping solution. Welcome to the “Empowered Age”.