abmlq pacmutual ifs analysis and implementation plan

PacMutual Integrated

Facility Solutions Analysis and Implementation

Version 2.1 August 2012 | c1153

ABM Learning and Quality

All references are available through the ABMLQ product request list.

ABMLQ Product request:

1. Travel to the legacy Linc portal; https://portal.thelincgroup.com

2. Click once on the Corporate forms tab

3. Under information management click once on “ABMLQ Product request”

Reference documents:

AAR request form:

https://portalexternal.thelincgroup.com/c2/aar/ABM%20Assistance%20Request%20Form/Forms/Active%20Requests.aspx

Corrigo WON:

http://www.corrigo.com/ournetwork/the-work-order-network/

ourVOICE: https://portal.thelincgroup.com/sites/tlgcorp/informationmanagement/White%20board%202006/Forms/DispForm.aspx?ID=863

https://portal.thelincgroup.com/

https://portal.thelincgroup.com/









https://portal.thelincgroup.com/sites/tlgcorp/informationmanagement/White%20board%202006/Forms/DispForm.aspx?ID=863






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PacMutual IFS Analysis and Implementation

Background The idea of ABM being perceived in the market as a labor provider with numerous skill sets is simply fantastic. When asked to participate in the PacMutual project ABMLQ was excited. Our approach was fairly text book, conduct business process interviews on site with all of the site disciplines and services, flow chart the "as-is" process, generate suggested "to-be" state to be massaged by the Enterprise Solutions and site leadership teams. "As-is" and "To-be" This is not rocket science; the aforementioned three step process is straightforward. However, we have always transitioned the "as-is" over to the "to-be" within the same service entity. In this exercise we actually had to mash together four unique service lines. Once the "as-is" maps were completed ten common functions were established and all flow chart maps process blocks aligned. This provided us with a framework which would then allow all process steps to fall into a common pool thus shedding connections to the service line. Common functions:

1. Call management and dispatch 2. Collaboration 3. Contract management 4. Meetings 5. Relationship management 6. Scheduled activity 7. Subs and Vendors 8. Tenants and Building 9. Training 10. Un-scheduled activity

Observations Overall communicating with issues, distribution of work activity, access to location information and visibility of functions is in many ways the same basic process. However, the tools used will leverage common toolsets. The whiteboard “to-be” images defined suggested tools and their tactical use. Tools When studying the Tools section of this summary please note that each tool highlights background, business purpose and summary of tactical application. Cost associated with suggested tools will be covered in the Financial section. Corrigo.net

Background Corrigo has been used within the Janitorial service entity for a few years. This highly customized version of Corrigo sits on internal networks and has robust workflow and connections to JDE for tag processing. Just recently the Facility Solutions Group has deployed Corrigo in the cloud, utilizing an off-the shelf version of

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Corrigo. The primary driver for leveraging the cloud version has to do with a product offered by Corrigo named the “Work order network”. This tool allows holistic management of sub-contractors (as well as internal employees), you can read more here: http://www.corrigo.com/ournetwork/the-work-order-network/ . Business purpose You can see from the whiteboard images the tactical application of this tool by looking at the box labeled “activity management”. Summary from all “to-be” suggestions:

1. Activity call 2. Activity dispatch 3. Activity distribution 4. Activity pre-invoice (job cost or billing) 5. Audit functions (quarterly) leveraging a PM contract 6. Client feedback 7. Local labor (sub) assessment 8. Out of scope service management and visibility 9. Performance feedback 10. Preventative maintenance automated generation

ourVOICE

Background Perpetual learning and quality culture… While it may sound a bit lofty the design goal is to hear the voices of our employees and how they perform daily duties. Our large and diverse employee base provides us with the opportunity to mine experience, intuition and innovation from each employee and pass it through the organization via learning and quality frameworks. The cultural benefits are tremendous and the "best practice" aggregation opportunity is nearly unlimited. Simply stated create a conduit for the voice or our employees to be heard and provide social recognition amongst their peers locally and across the enterprise. Aligned to the eight primary services (as seen in Metropolis); we work towards one Unified workforce and begin the process of blurring the business unit lines.

Business purpose Tools and process is one thing; however, the real change occurs when you influence culture. Armed with the Enterprise Solutions twelve ourVOICE challenges, every week we will have an opportunity to galvanize this group of dedicated employees into one Unified Workforce.



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SharePoint Background SharePoint (aka Portal) has been used for years to collaborate with employees, customers and partners. A very functional component exists within SharePoint; however, the real power of SharePoint is its community building attributes. For any community to thrive you must have strong elements of Trust and Purpose. SharePoint has, and will continue to provide, a vehicle to obtain those objectives within our Enterprise. Business purpose The collaboration whiteboard image shows most of the items; however, when you see the square number two on the other maps they also tie to collaborative functions. Summary from all “to-be” suggestions:

Calendar (may be replaced with Asana) 1. Location events 2. Project work 3. Shut down notifications 4. Tenant improvements

Contacts

1. Employee contact management 2. Quarterly audit 3. Tenant contact management 4. Tenant recall 5. VIP contact management 6. VIP recall

File management

1. Building data 2. Contract scope 3. Directions (local) 4. Drawings 5. Reports 6. Research 7. Suggestions (local) 8. Training content

Issues

1. BMS alerts input 2. Event notifications 3. Event visibility

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4. Inventory required 5. Request for assistance (internal, oob, tenant)

List

1. Key management 2. Services, out of scope 3. Services, out of scope, routing and approval

Financial

The deployment of technology based tools generally has many benefits. At this location and due to the testing of a new approach with Enterprise Solutions the following recommendations are presented. Our objective is to appear as one Unified Workforce and make certain that the Owners, Management Company and Tenants perceive us as a technology enabled labor business providing Integrated Facility Solutions. Building mounted screens can vary from the HP touch smart, Apple iPAD or Motorola Xoom. The Motorola can come with its own Internet based data plan if a local wireless environment is not available. Locations to be discussed as follows:

Corridor next to security

Joint break room (two to three tablets)

Parking booth

Security desk

Strategically placed throughout facility (equipment rooms or storage rooms) for use and access by employees and sub-contractors

Capital

Android tablets $99 - $500

Apple tablets $400 - $750

HP touch smart $500 - $800

Wireless components, 802.11; $750 - $1500 Expense

If using telecom wireless $20 - $40 per tablet per month

If using 802.11 wireless, possibly one mifi at $40 per tablet per month

Potential scenario: Purchase iPAD2 at $529 http://store.apple.com/us/buy/home/shop_ipad/family/ipad/ipad2

Purchase 250mb data plan at $14.99 a month http://www.att.com/ipad/?fbid=wQEOkc1wjta

http://store.apple.com/us/buy/home/shop_ipad/family/ipad/ipad2

http://www.att.com/ipad/?fbid=wQEOkc1wjta

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PacMutual Integrated Facility Solutions

Implementation Plan

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Implementation phases plan process overview: The implementation plan comes after the initial distribution of the PacMutual IFS Analysis document. Our implementation plan provides "to-be" process maps and preliminary Standard Operating Procedures and Work Instructions. A suggested phase based approach regarding the deployment of tools, which work in conjunction with the process changes, are provided within. Please note that the links are for demonstration purposes and will not be able to be accessed. Phased implementation summary:

1. Legend: [ Difficulty (1-10 high) + [Resource I (internal), E (external), B (both)] + Cost (*no cost) $$$ (more=higher dollar) ]

Phase one (<90day deliverables)

1. [Calendar] location events; project work; shut downs; tenant improvements 1. LQ 16h 3d [3 + I + $$$] (configuration and hardware) 2. Examples:

a. Systems down: https://visibility.thelincgroup.com/kpis/systemsstatus/default.aspx b. ATT: https://tlgpartners.thelincgroup.com/customershome/lfs/attpark/default.aspx c. BSC: https://portalexternal.thelincgroup.com/c2/bsc/Pages/Default.aspx

2. [File management - digital collateral] building data; contract information; directions (local) ; drawings;

reports; suggestions; training content 1. LQ 24h 5d [2 + I + $] 2. Example:

a. QMS Links: https://portal.thelincgroup.com/sites/qmslinks/default.aspx

3. [Lists - Meeting management] safety reviews; quality reviews; technical reviews; contract reviews 1. LQ 8h 1d [1 + I + $] 2. Example:

a. LLE meetings: https://portal.thelincgroup.com/sites/lle/meetingmgt/default.aspx

4. [Lists - Incident management] safety and site 1. LQ 24h 4d [5 + I + $$] 2. Example:

a. LLE meetings: https://portal.thelincgroup.com/sites/lle/meetingmgt/default.aspx

5. [Lists - Incident management] safety and site 1. LQ 24h 4d [5 + I + $$] 2. Example:

a. JFK Airport: https://tlgforms.thelincgroup.com/lfs/JFK%20IAT%20Incident%20Reports/Forms/Checkout%20in%20View.aspx

https://visibility.thelincgroup.com/kpis/systemsstatus/default.aspx

https://tlgpartners.thelincgroup.com/customershome/lfs/attpark/default.aspx

https://portalexternal.thelincgroup.com/c2/bsc/Pages/Default.aspx

https://portal.thelincgroup.com/sites/qmslinks/default.aspx

https://portal.thelincgroup.com/sites/lle/meetingmgt/default.aspx

https://portal.thelincgroup.com/sites/lle/meetingmgt/default.aspx

https://tlgforms.thelincgroup.com/lfs/JFK%20IAT%20Incident%20Reports/Forms/Checkout%20in%20View.aspx

https://tlgforms.thelincgroup.com/lfs/JFK%20IAT%20Incident%20Reports/Forms/Checkout%20in%20View.aspx

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Phase two (91d to 180d deliverables)

1. [Contacts] 1. LQ 24h 4w and Partner 150h 4w [7 + B + $$$] 2. Examples:

a. WinCo: https://tlgpartners.thelincgroup.com/allianceshome/pmoimo/PMO/WincoFoods/ContactAndLocationmgmt/default.aspx

b. MySite: https://portalmysites.thelincgroup.com/OrganizationView.aspx?accountname=CORP%5Cgreg%2Elush

2. [Issues] request management; event notifications; event visibility; inventory required; request for

assistance - internal - external - office of the building 1. LQ 30h 7d [7 + I + $] 2. Example:

a. AAR: https://portalexternal.thelincgroup.com/c2/aar/default.aspx

3. [Lists - Quote management] Services out of scope; approval and routing 1. LQ 40h 7d [6 + I + $$] 2. Example:

a. LLE field quotes: https://publicportal.thelincgroup.com/mobilitysolutions/llemobility/llemobilitycos/031358LakeForest/Lake%20Forest%20Quotes/Forms/AllItems.aspx?View={B775F7D9-7476-4887-9267-CC80CA256015}&FilterField1=Last%5Fx0020%5FModified%5Fx0020%5FBy&FilterValue1=Shannon%20Solberg

https://tlgpartners.thelincgroup.com/allianceshome/pmoimo/PMO/WincoFoods/ContactAndLocationmgmt/default.aspx

https://tlgpartners.thelincgroup.com/allianceshome/pmoimo/PMO/WincoFoods/ContactAndLocationmgmt/default.aspx

https://portalmysites.thelincgroup.com/OrganizationView.aspx?accountname=CORP%5Cgreg%2Elush

https://portalmysites.thelincgroup.com/OrganizationView.aspx?accountname=CORP%5Cgreg%2Elush

https://portalexternal.thelincgroup.com/c2/aar/default.aspx

https://publicportal.thelincgroup.com/mobilitysolutions/llemobility/llemobilitycos/031358LakeForest/Lake%20Forest%20Quotes/Forms/AllItems.aspx?View=%7bB775F7D9-7476-4887-9267-CC80CA256015%7d&FilterField1=Last%5Fx0020%5FModified%5Fx0020%5FBy&FilterValue1=Shannon%20Solberg





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Phase three (181d to 240d deliverables) 1. [Lists- key management] keys and other building property

1. LQ 35h 7d [6 + I + $$] (configuration and hardware) 2. Example:

a. St. Vincent's: https://tlgpartners.thelincgroup.com/customershome/lfshealth/stvincenthc/default.aspx

2. [File management - published quality environment] SOP, WI, Reference docs, CA/PA 1. LQ 60h 8d [5 + I + $] 2. Example:

a. Lending Library: https://portal.thelincgroup.com/sites/tlgcorp/informationmanagement/IMGLendingLibrary/Librarians.aspx

3. Sustainable FM and PM program 1. LQ 18h 5d [4 + I +$$$]

Supporting components

1. IMPACT: ATT Park seats: http://issuu.com/abmlq/docs/pub_ballparkseatscard_fun_20120717i?mode=window&viewMode=doublePage

2. mTUBE: https://mtube.abm.com

3. ourVOICE: http://issuu.com/abmlq/docs/ourvoice?mode=window&viewMode=doublePage

4. Capital funding: http://issuu.com/abmlq/docs/abm_energy_capital?mode=window&viewMode=doublePage

https://tlgpartners.thelincgroup.com/customershome/lfshealth/stvincenthc/default.aspx

https://portal.thelincgroup.com/sites/tlgcorp/informationmanagement/IMGLendingLibrary/Librarians.aspx

https://portal.thelincgroup.com/sites/tlgcorp/informationmanagement/IMGLendingLibrary/Librarians.aspx

http://issuu.com/abmlq/docs/pub_ballparkseatscard_fun_20120717i?mode=window&viewMode=doublePage

https://mtube.abm.com/

http://issuu.com/abmlq/docs/ourvoice?mode=window&viewMode=doublePage

http://issuu.com/abmlq/docs/abm_energy_capital?mode=window&viewMode=doublePage

ABMFS: Pacific Mutual Enterprise Solutions – Process Maps

Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142Process Name/ID: Integrated Facility Solutions – Macro Map | R-WI-AFS16023142-####-1 (R1)

Mas

ter

Bu

sin

ess

Pro

cess

– In

tegr

ated

Fac

ility

Ser

vice

s

Revision Date: 120803MC | Learning and Quality

Unscheduled and Scheduled

Activity

TenantsAnd Building

Contract Management

RelationshipManagement

SubcontractorsAnd Vendors

SubcontractorRequired?

SOP-0051Originate Customer

SOP-0052Profile Customer

SOP-0053Needs Assessment

SOP-0051Originate Customer

SOP-0053Business Case Development

SOP-0054Transition & Validation

SOP-0055Delivery

Operations Staff

Subcontractors

Tenant/Customer

Building Management

ABM

Inspectors

Process Roles Legend:

Yes

SharePoint

Corrigo

Tablets

Recommended Tools Legend:

Kudos, Insight

Facebook, ourVoice

Educational

Collaboration

Call Management and Dispatch

SOP-0052Profile Customer

SOP-0053Needs Assessment

No

R2 R3

R4

R5 R6 R7 R8

R9

PacMutual Building – Integrated Facility Solutions

Sub-MacroMaps

ABMFS: PacMutual Enterprise Solutions – Micro Map

Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142Process Name/ID: Integrated Facility Solutions (To Be Sub-Macro Maps) – Scheduled Activities | R-WI-AFS16023142-####-2 (R2)

AC

KS


SharePoint

Corrigo

Tablets


Kudos, Insight

Facebook, ourVoice

Educational

C Services FulfillmentC Work StatusC Building Condition

K Key Distribution (schedule with tenant/OOB

S Safety and Incident Report

Key Management:

InventoryAssigned to

Status

SharePoint List

Cross Function:

A Log ManagementA Access ControlA Building ToursA Dispatch RequestA Individual Route SchedulesA Work ExecutionA Sign InA Scheduled WorkA Unscheduled Out of ScopeA Validate ServiceA Assign PM’s

Safety and Incident:

Entry-form basedManagement

Reporting

SharePoint Forms

Activity Management:

Client feedbackLocal labor assess

PM generationDispatch

Distribution (By Employee View)Unscheduled Activity

Corrigo

Input Output Tool

Text Color Legend:

Collateral:

Reports

SharePoint File Mgmt

Web access to activity status via e-ServiceOr report distribution


Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142Process Name/ID: Integrated Facility Solutions (To Be Sub-Macro Maps) – Unscheduled Activities | R-WI-AFS16023142-####-3 (R3)

AC

an

d D

KS


SharePoint

Corrigo

Tablets


Kudos, Insight

Facebook, ourVoice

Educational

C Services FulfillmentC Work StatusC Building Condition

D Digital Alerts

K Key Distribution (schedule with tenant/OOB

S Safety and Incident Report

Key Management:


Status

SharePoint List

Cross Function:

A Log ManagementA Access ControlA Building ToursA Dispatch RequestA Individual Route SchedulesA Work ExecutionA Sign InA Scheduled WorkA Unscheduled Out of ScopeA Validate ServiceA Assign PM’s



Reporting

SharePoint Forms


Client feedbackLocal labor assess

DispatchDistribution (By Employee View)

Scheduled Activity

Corrigo

Input Output Tool

Text Color Legend:

Collateral:

Reports


Digital Alerts:

BMS alertsOOB or tenant

InternalRequest service

Call Entry

SharePoint Issues

Web access to activity status via e-ServiceOr report distribution


Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142Process Name/ID: Integrated Facility Solutions (To Be Sub-Macro Maps) – Tenants and Building | R-WI-AFS16023142-####-4 (R4)

D A

(C

, D, S

)T


SharePoint

Corrigo

Tablets


Kudos, Insight

Facebook, ourVoice

Educational

Text Color Legend:

Input Output Tool

Cross Function:

A FeedbackA C Research, field assessmentA D CommunicationA S Safety and Reporting

D Reactive monitoring

T Proactive monitoringT TenantsT TransientsT ContractorsT Building integrity

Tenant Awareness:

Building environmental state

Check in/outTenant VIP care

Building welcome service

Digital Alerts:

Event notificationsEvent visibility

BMS alerts

SharePoint Issues



Reporting

SharePoint Forms

Collateral:

Building dataResearch

SharePoint Files


Research activityPerformance feedback

Corrigo

Tablet access

PM with activity assign

via Corrigo


Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142Process Name/ID: Integrated Facility Solutions (To Be Sub-Macro Maps) – Call Management and Dispatch | R-WI-AFS16023142-####-5 (R5)

BA

C


SharePoint

Corrigo

Tablets


Kudos, Insight

Facebook, ourVoice

Educational

Cross Function:

A Tenant ad-hocA Email requestsA VM requestsA Verbal duty assign

B EMS Prompt

C Car washesC Out of scope

Input Output Tool

Text Color Legend:


Email, voice, face-to-face with Client and ABM

Corrigo (tablet access)

Out of Scope

Car washes


Internal:

EMS AssetInternal Inventory

Corrigo

Call Management andDispatch:

(1) Dispatch(2) Distribution

Corrigo

(1) Manage, Route(2) Execute, Feedback

Smartphone (self-perform)Kiosk or learner (local)Paper

Scope evaluation and adjustment


Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142Process Name/ID: Integrated Facility Solutions (To Be Sub-Macro Maps) – Contract Management | R-WI-AFS16023142-####-6 (R6)

C S

AK

SV


Collateral:

Contract scopeTop 10 scope

SharePoint

Corrigo

Tablets


Kudos, Insight

Facebook, ourVoice

Educational

Cross Function:

A Inventory request

C S Out of scope requestsC S Non-compliance

K Key distribution

K S Customer feedback

V Services pricingV Services approval

Input Output Tool

Text Color Legend:


Client feedbackLocal labor assessInventory request

Out of scope service

Services:

Available servicesService requestService approval

SharePoint List

Scope:

Routine reviewInitiate CA/PA

Service requests

SharePoint Meeting Mgt

Key Management:


Status

SharePoint List

Corrigo

SharePoint File Mgt

Digital Alerts:

Request for serviceCall entry

SharePoint Issues

Procurement


Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142Process Name/ID: Integrated Facility Solutions (To Be Sub-Macro Maps) – Subcontractors and Vendors | R-WI-AFS16023142-####-7 (R7)

BA

, C, K

EP


SharePoint

Corrigo

Tablets


Kudos, Insight

Facebook, ourVoice

Educational

Input Output Tool

Text Color Legend:

Cross Function:

A Execute workA Check in/outA WO statusA Completed activity reviewA Quarterly audit

A C Service documentation

A K Shadow activity

B Invoice managementB AP submittal

E Scheduling with tenant

K Access management

P Sub work identifiedP Solicit pricing


Call, dispatch, distributeQuarterly auditClient feedback

Internal sign-off activity

Corrigo

Pre-activity:

WON confirmationRequest for bid (as reqd)

Scope of work posted

Corrigo

Post-activity:

Activity pre-invoiceJob cost or billing

Corrigo

Events:

TI and shut downAlert mechanism

SharePoint Calendar

Collateral:

Building dataDrawings

SharePoint Files

Key Management:

Assigned toStatus

SharePoint List

PN contract w/activity


Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142Process Name/ID: Integrated Facility Solutions (To Be Sub-Macro Maps) – Relationship Management | R-WI-AFS16023142-####-8 (R8)

D S

CT


SharePoint

Corrigo

Tablets


Kudos, Insight

Facebook, ourVoice

Educational

Cross Function:

C Local directionsC Local suggestions

D S Requests for service (greet, escort, assist)

T VIP passes

Text Color Legend:

Input Output Tool

Services:

Available servicesService request

Corrigo

SharePoint List

Digital Alerts:

Request for serviceCall entry

SharePoint Issues

Tenant Awareness:

Tenant load w/picVIP load w/pic

(1) Quarterly audit(2) VIP rank

(3) Tenant recall

Corrigo

SharePoint Contacts

Collateral:

DirectionsSuggestions

Semi-annual auditPocket Pals


(1) PM contract activity (2) Show in profile internal only(3) Tablet access inside facility

PM contract activity


Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142Process Name/ID: Integrated Facility Solutions (To Be Sub-Macro Maps) - Collaboration | R-WI-AFS16023142-####-9 (R9)

CA

, BD

E


SharePoint

Corrigo

Tablets/Hardcopy


Kudos, Insight

Facebook, ourVoice

Educational

Cross Function:

A Schedule w/tenant/OOBA Daily plan

A B Special cases

C Building collateralC Observe/report statusC Request analysis data

D Check in/outD Work statusD WO condition/infoD Report to staff/client

E Communicate w/chiefE EMS alert

Text Color Legend:

Input Output Tool


CallDispatch

Distribution


Events:

Location eventsProject work

Tenant improvementShutdown

SharePoint Calendar

Tenant Awareness:

Contact ManagementVIP Flags

SharePoint contacts

Digital Alerts:

BMS alertsOOB or tenant

Internal

SharePoint Issues

Collateral:

Building dataDrawingsResearchReports


Web access to activity status via e-Service or

Distributed report

Alerts provide notification (client internal)


MicroMaps


Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142Process Name/ID: Integrated Facility Solutions (To Be Micro Maps) – Activity Management | R-WI-AFS16023142-####-10 (R10)

Op

erat

ion

sTe

nan

ts/O

OB

Sub

s/V

end

ors

Vis

ito

rs


ProcessStart

ProcessEnd

Unscheduled activity

Scheduled activity

In Scope?

Generate work orders from

Corrigo


Enter into e’Service


Enter into Corrigo (desktop

or tablet)

Local Labor required?

Dispatch through Corrigo

WON

Complete work order in Corrigo

Work is scheduled;

check-in procedure

Work is performed

Check—out procedure; complete in

Corrigo WON

Work is performed in-

house

Notify customer of work

completion

Submit for approval

No

Yes

No

Yes

Web Portal Corrigo


Awareness

> PMs> Audits> Events

> Verbal> Awareness

> Email> Voice Mail

> Verbal> Awareness


Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142Process Name/ID: Integrated Facility Solutions (To Be Micro Maps) – Safety Reporting and Mngmt | R-WI-AFS16023142-####-11 (R11)

Op

erat

ion

sTe

nan

ts/O

OB

Sub

s/V

end

ors

AB

M


Safety reports are submitted

ProcessStart

ProcessEnd

Service is requested or

scheduled

Local Labor required?


Corrigo

SafetyInspection is

scheduled

Work is Performed in-

house

Work is performed

Safety Procedures are observed and

employed

Safety Procedures are observed and

employed

Alerts are received via

Customer Team Site

Alerts are received via

Customer Team Site

Yes

No

Web Portal Corrigo


> Unscheduled > Scheduled


Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142Process Name/ID: Integrated Facility Solutions (To Be Micro Maps) – Key Management | R-WI-AFS16023142-####-12 (R12)

Op

erat

ion

sSu

bs/

Ven

do

rsV

isit

ors


Web Portal Corrigo


ProcessStart

ProcessEnd

Generate or dispatch work

order from Corrigo

Checks in at front desk

Activity Management

Process is initiated

Checks in at front desk


house

Issue key or access to secure area; enter into log

Check key inventory at end of

the day

Work is performed

Work or business is conducted

Checks out at desk

Checks out at desk

Check out vendor or visitor

Issue guest badge

Local labor required?

Yes

No

ProcessStart


Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142Process Name/ID: Integrated Facility Solutions (To Be Micro Maps) – Tenant Awareness | R-WI-AFS16023142-####-13 (R13)

Op

erat

ion

sSu

bs/

Ven

do

rsTe

nan

t/O

OB


ProcessStart

ProcessEnd

Unscheduled activity is requested

Building awareness

Building awareness

Service required?

In Scope?Submit for approval

Call Management


ProcessStart

Yes No

No

Yes

Web Portal Corrigo


e-Service

> BMS alert> Visual

> EMS

> BMS alert> Visual

> EMS


Business Unit/Location/ID: ABM Facility Services | PacMutual Building - 16023142Process Name/ID: Integrated Facility Solutions (To Be Micro Maps) – Call Management and Dispatch | R-WI-AFS16023142-####-14 (R14)

Op

erat

ion

sTe

nan

ts/O

OB

Sub

s/V

end

ors


ProcessStart

ProcessEnd

e’Service initiated


Corrigo

Alert is received

Activity Management


Review e’Service work orders

Evaluate and schedule work

Local labor required

Perform workComplete work order in Corrigo

WON


house

Complete work order in Corrigo

Update request status

ProcessStart

Yes

No

Web Portal Corrigo



SOP and Work

Instructions

CONTROLLED DOCUMENT: SOP-0505 QMS STANDARDS

Procedure Title: PS – Integrated Facility Solutions Page 1 of 4

BUSINESS UNIT: ABM Facility Solutions Group

152 Technology, Irvine, CA 92618

STANDARD TYPE: Standard Operating Procedure

PROCEDURE TITLE: PS - Integrated Facility Solutions

DOCUMENT NUMBER: SOP-0505 REVISION: 1.0

AREA: Operations

TYPE OF PROCEDURE: Products and Services

PROCEDURE

STATUS

Draft

IMPLEMENTED mm/dd/yy

08/03/12

1.0 PURPOSE/SCOPE

This Standard Operating Procedure (SOP) provides the general information for providing and implementing

an Integrated Facility Solutions (IFS) offering. ABM Facility Solutions Group (FSG) provides various

products and services to our Customers through our business unit or divisional structure. With Integrated Facility Solutions, services can be provided across all disciplines and areas of expertise. This SOP

provides the service offerings through IFS and the advantages it provides our customers.

This SOP applies to FSG and its Business Units.

2.0 RESPONSIBILITIES

2.1 TASK RESPONSIBILITIES

It is the responsibility of all FSG employees to understand and execute this SOP. It is the responsibility

of the Executive Vice President of Building and Energy Solutions Division to ensure that all employees

understand and execute this SOP.

2.2 APPROVAL / ESCALATION RESPONSIBILITIES

It is the responsibility of the FSG Executive team to approve this standard.

3.0 PROCEDURE (SOP OR WI STEPS)

An Integrated Facility Solutions (IFS) provide our customers with the efficiency and consistency of service through sole-source or self-performance contracting. It allows for a single point of accountability for

effective risk management and leverages best practices through proven financial, technical and

operational facility expertise. It provides cost optimization through scale efficiency.

Our Customers can focus on their business while FSG takes care of their facilities in various areas of discipline:



Electrical

Energy

HVAC and Mechanical

Janitorial

Landscape and Golf

Maintenance and Repair

Parking

Security

Work Instructions for specific areas of discipline and the processes employed for IFS are currently in development and will be announced upon release.

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

ABM Facility Solutions Group, FSG

Integrated Facility Solutions, IFS

Standard Operating Procedure, SOP

Work Instruction, WI

5.0 ASSOCIATED REFERENCE DOCUMENTS

THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION:

DOCUMENT NAME LOCATION

IFS Literature Add link to brochure

6.0 ASSOCIATED KNOWLEDGE DATABASE

THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION:

KNOWLEDGE DATABASE LOCATION

7.0 ASSOCIATED TOOLS

THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD:

ASSOCIATED TOOLS LOCATION

https://review.thelincgroup.com/qmslinks/Lists/TLG%20Lexicon%20Library/Alpha%20Grouping.aspx



8.0 REVISION HISTORY

REVISION (X.X) 1.0

DATE OF LAST REVISION

(MM/DD/YY)

08/07/2012

LAST APPROVAL DATE

(MM/DD/YY) Pending approval

DOCUMENT AUTHOR: DOCUMENT MANAGER:

Melissa Cipriani; Bruce Phibbs Melissa Cipriani

REASON FOR CHANGE:

Revision

SECTION /

PARAGRAPH CHANGED

CHANGE MADE

DATE OF REVISION

MM/DD/YY

0.1 All Sections New Document 08/07/12

9.0 ELECTRONIC NOTIFICATION LIST:

ELECTRONIC NOTIFICATIONS

PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY

HOLDING THESE POSITIONS.

Business Development, All Divisions

Executive Team, FSG

Executive Vice President, Building and Energy Solutions

President, Building and Energy Solutions

10.0 APPROVALS

PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY.

FILE REVIEW

FIRST APPROVER SECOND APPROVER THIRD APPROVER NAME: GREG LUSH NAME: BRUCE PHIBBS NAME: TRACY K. PRICE BUSINESS UNIT: ABM LEARNING & QUALITY BUSINESS UNIT: BES BUSINESS UNIT: FSG TITLE: SENIOR VICE PRESIDENT TITLE: EXECUTIVE VICE PRESIDENT TITLE: CEO SIGNATURE: ELECTRONIC APPROVAL SIGNATURE: ELECTRONIC APPROVAL SIGNATURE: ELECTRONIC APPROVAL

https://portal.thelincgroup.com/sites/qmslinks/releasedlibrary/Lists/Electronic%20Notification%20Master%20List/AllItems.aspx


https://portal.thelincgroup.com/sites/tlgcorp/tlgqualitydepartment/File%20Review%20Approval%20Emails/Forms/AllItems.aspx




DOCUMENT HISTORY SECTION:

Document Created on 08/07/12 by Melissa Cipriani

CONTROLLED DOCUMENT: WI-AFS-16023142-#### QMS STANDARDS

Procedure Title: PacMutual Building – Activity Management Page 1 of 4

BUSINESS UNIT: ABM Integrated Facility Solutions – PacMutual Building

523 W. 6th Street, Los Angeles, CA 90014

STANDARD TYPE: Work Instruction

PROCEDURE TITLE: Activity Management

DOCUMENT NUMBER: WI-AFS-####

REVISION: 1.0

AREA: Operations

TYPE OF PROCEDURE: Delivery

PROCEDURE STATUS Published Draft IMPLEMENTED DATE 08/07/12

REVISION DATE 08/07/12

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT

1.0 PURPOSE/SCOPE

The purpose of this Work Instruction (WI) is to provide the processes for Activity Management at the PacMutual Building. The Integrated Facility Solutions (IFS) at the PacMutual Building provides efficiency

and consistency of service through sole-source and self-performance contracting, including Activity

Management at the PacMutual Building. Activities are managed across all disciplines and areas of expertise using various collaborative tools for the efficient delivery of services.

This Work Instruction is in support of the Transition and Validation Phase of our Master Business Process.

It ensures “Perception in Quality” by describing the minimum requirements for transitioning and integrating

customers according to customer expectations and internal process requirements, making appropriate adjustments as needed. The Transition and Validation Phase ensures “Perception in Fact” by describing the

minimum requirements for implementing and integrating the processes into the enterprise system, meeting customer expectations and internal process requirements, making appropriate adjustments as needed.



It is the responsibility of all ABM personnel at the PacMutual Building to read, understand and

abide by the provisions of this policy.

It is the responsibility of the Executive Vice President of Building and Energy Solutions to

ensure that the applicable employees read, understand, and abide by the provisions of this

policy. It is the responsibility of the President of ABM Facility Solutions to ensure that all relevant

employees are in compliance to this policy.


The Senior Vice President of Operations is the point of escalation for all matters inquired upon or contested with regards to this policy.




The management of activities in an Integrated Facility Solutions is not dependent on the type of activity. Whether scheduled or unscheduled work is required for execution, IFS gives the operations team the ability

to manage all work orders across all disciplines.

3.1 Unscheduled Activities - this section provides the steps for the management of unscheduled activities

which include reactive requests for assistance or service by tenants, visitors and the Office of the Building (OOB).

STEP WHAT WHEN COMPETENCY

(WHO)

HOW (TOOLS)

1. 1

.

Request for service

is received from tenants, visitors or

OOB

As required Operations Tenants/OOB: Corrigo

e’Service

Visitors: Verbal communications

2. Enter request in Corrigo

When received Operations Corrigo Work Order Management (WOM) via

Desktop or Tablet

3. Submit for approval If request is out

of scope

Operations Customer Team Site (Web

Portal)

4. Schedule with Local

Labor

If subcontracted

work is required

Operations Corrigo Work Order Network

(WON)

5. Schedule work with

customer

Before

performing work

Operations/Local

Labor

Phone Call or through

Customer Team Site Calendar

6. Work is completed Upon scheduling Operations Manual tasks

7. Work order is

completed

When work is

completed

Operations/Local

Labor

Operations via Corrigo WOM

Local Labor via Corrigo WON

8. Customer is notified

of completion

When work is

completed

Operations Phone Call or through

Customer Team Site

3.2 Scheduled Activities - this section provides the steps for the management of scheduled activities which include proactive work orders such as Preventive Maintenance (PM), audits or inspections as required by the

scope of the contract.


(WHO)

HOW (TOOLS)

1. 1. Scheduled work is generated

According to contract

schedule

Operations Corrigo WOM

2. Work Order is

evaluated and

dispatched

When work is

due


3. Schedule with Local Labor

If subcontracted work is required

Operations Corrigo Work Order Network (WON)

4. Work is completed Upon scheduling Operations Manual tasks

5. Submit out of scope

work

If repairs are

observed during scheduled

Operations Customer Team Site




(WHO) HOW (TOOLS)

activity

6. Work order is

completed

When work is

completed

Operations/Local

Labor

Operations via Corrigo WOM

Local Labor via Corrigo WON


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










Corrigo Work Order Management (WOM)

Corrigo Work Order Network (WON)

Web Portal: Customer Team Site

https://portal.thelincgroup.com/sites/qmslinks/releasedlibrary/Lists/TLG%20Lexicon%20Library/Alpha%20View.aspx




REVISION (X.X) 1.0


(MM/DD/YY) 08/07/12

LAST APPROVAL DATE

(MM/DD/YY)


Melissa Cipriani Melissa Cipriani

REASON FOR CHANGE:

Revision

SECTION /

PARAGRAPH

CHANGED

CHANGE MADE

DATE OF REVISION

MM/DD/YY

1.0 All Initial Entry 08/07/12





10.0 APPROVALS


FSG REVIEW

FIRST APPROVER SECOND APPROVER THIRD APPROVER

NAME: GREG LUSH NAME: BRUCE PHIBBS NAME: ROSS THOMPSON BUSINESS UNIT: ABM LEARNING AND QUALITY BUSINESS UNIT: FSG BUSINESS UNIT: FSG TITLE: SENIOR VICE PRESIDENT TITLE: EXECUTIVE VP TITLE: CHIEF OPERATING OFFICER SIGNATURE: ELECTRONIC APPROVAL SIGNATURE: ELECTRONIC APPROVAL SIGNATURE: ELECTRONIC APPROVAL







Procedure Title: PacMutual Building – Safety Management and Reporting Page 1 of 4




PROCEDURE TITLE: Safety Reporting and Management


REVISION: 1.0

AREA: Safety

TYPE OF PROCEDURE: Measurement and Verification




1.0 PURPOSE/SCOPE

The purpose of this Work Instruction (WI) is to provide the processes for Safety Reporting and Management at the PacMutual Building. The Integrated Facility Solutions (IFS) at the PacMutual Building

provides efficiency and consistency of service through sole-source and self-performance contracting,

including that of Safety Management.

This Work Instruction is in support of SOP-0130 Safety Management which provides managers and employees with a comprehensive safety management program that complies with all federal regulatory

requirements and a safe working environment.






ensure that the applicable employees read, understand, and abide by the provisions of this policy.

It is the responsibility of the President of ABM Facility Solutions to ensure that all relevant

employees are in compliance to this policy. It is the responsibility of the ABMFS Safety Managers to ensure that all provisions of this policy

are in compliance with SOP-0130.






The safety of employees, customers, tenants, visitors and subcontractors at any of the facilities we are responsible is of utmost importance to ABMFS. The delivery of services and day-to-day activities at the

PacMutual Building are observed with great care and attention to the safety. This section provides the

steps for safety reporting and management at the PacMutual Building.


(WHO)

HOW (TOOLS)

1. 1

.

Work order is

generated

Service is

required or

scheduled

Operations Corrigo WOM or WON

2. Work is performed using Safety

Guidelines

After work is dispatched

Local Labor or In-House personnel

Local Labor – agreed upon Safety Guidelines noted on

executed contract

In House Personnel – safety

training and associated safety tools as dictated by type of

work

3. Safety incident

report is completed

When a safety

related incident

or injury occurs

Operations Safety Incident Form – Portal

Web

4. Safety Inspection is performed

Regularly scheduled or

reactive

awareness

Operations Safety Manager

Safety Inspection Report

5. Safety Inspection is

submitted

When completed

and due

Operations

Safety Manager

Customer Team Site/Safety

Team Site

6. Alert is received When report has been uploaded

Business Unit Safety Manager

And Customer

Contact

Portal Web Alerts


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







SOP-0130 Safety Management









Portal Web – Customer Team Site

Safety Inspection Report

Safety Incident Report

REVISION HISTORY

REVISION (X.X) 1.0


(MM/DD/YY)

08/07/12

LAST APPROVAL DATE

(MM/DD/YY)



REASON FOR CHANGE:

Revision

SECTION /

PARAGRAPH

CHANGED

CHANGE MADE

DATE OF

REVISION MM/DD/YY








9.0 APPROVALS


FSG REVIEW









Procedure Title: PacMutual Building – Key Management Page 1 of 4




PROCEDURE TITLE: Key Management


REVISION: 1.0

AREA: Operations

TYPE OF PROCEDURE: Transition and Validation




1.0 PURPOSE/SCOPE

The purpose of this Work Instruction (WI) is to provide the processes for Key Management at the PacMutual Building. The Integrated Facility Solutions (IFS) at the PacMutual Building provides efficiency

and consistency of service through sole-source and self-performance contracting, including that of Key

Management. The assets of our customers and tenants are treated with respect and with high regard for their security. Access to the property is carefully monitored and managed to continually ensure that our

customers and their assets are protected.


It ensures “Perception in Quality” by describing the minimum requirements for transitioning and integrating customers according to customer expectations and internal process requirements, making appropriate

adjustments as needed. The Transition and Validation Phase ensures “Perception in Fact” by describing the minimum requirements for implementing and integrating the processes into the enterprise system, meeting

customer expectations and internal process requirements, making appropriate adjustments as needed.






ensure that the applicable employees read, understand, and abide by the provisions of this policy.








In a high-rise building such as PacMutual where there are multiple tenants and transient visitors who come

in and out of the building, it is critical that access to certain areas of the property is carefully monitored and provided. There are areas of the building where access can be provided with a key and/or with an escort

from authorized personnel. This section provides the steps for the process of Key Management at

PacMutual.


(WHO) HOW (TOOLS)

1. 1

.

Visitors check in at

front desk

When

performing work

order visiting a specific tenant

Front Desk Manual Process

2. Guest badge is issued

If visitor is a Local Labor who

is scheduled to perform work

Front Desk Entered into guest log via Portal Web

3. Key or access is issued

If visitor requires access

to a secure area

Front Desk Entered into key log via Portal Web

4. Visitor is escorted to

specified area

If visitor

requires access to a secure area

Operations Manual Process

5. Guest badge and key is returned

As visitor is checking out at

front desk

Front Desk Update guest and key log via Portal Web

6. Key inventory is

reviewed

At the end of

the day

Front Desk Guest and key logs via Portal

Web

7. Tenant is escorted

to parking area

As required or

requested

Front Desk Manual Process




FSG LEXICON LIBRARY

TERM













Guest Log – Portal Web

Key Log – Portal Web

Guest Badges


REVISION (X.X) 1.0


(MM/DD/YY) 08/07/12

LAST APPROVAL DATE

(MM/DD/YY)



REASON FOR CHANGE:

Revision

SECTION /

PARAGRAPH CHANGED

CHANGE MADE

DATE OF

REVISION

MM/DD/YY








10.0 APPROVALS


FSG REVIEW

FIRST APPROVER SECOND APPROVER THIRD APPROVER NAME: GREG LUSH NAME: BRUCE PHIBBS NAME: ROSS THOMPSON BUSINESS UNIT: ABM LEARNING AND QUALITY BUSINESS UNIT: FSG BUSINESS UNIT: FSG TITLE: SENIOR VICE PRESIDENT TITLE: EXECUTIVE VP TITLE: CHIEF OPERATING OFFICER SIGNATURE: ELECTRONIC APPROVAL SIGNATURE: ELECTRONIC APPROVAL SIGNATURE: ELECTRONIC APPROVAL







Procedure Title: PacMutual Building – Tenant Awareness Page 1 of 4




PROCEDURE TITLE: Tenant Awareness


REVISION: 1.0

AREA: Operations

TYPE OF PROCEDURE: Transition and Validation




1.0 PURPOSE/SCOPE

The purpose of this Work Instruction (WI) is to provide the processes for Tenant Awareness at the PacMutual Building. The Integrated Facility Solutions (IFS) at the PacMutual Building provides efficiency

and consistency of service through sole-source and self-performance contracting, including that of Tenant

Awareness which primarily involves the acute observance and knowledge of the comfort of the occupants of the building and the property in general and the ability to react to their needs as efficiently as possible.


It ensures “Perception in Quality” by describing the minimum requirements for transitioning and integrating

customers according to customer expectations and internal process requirements, making appropriate adjustments as needed. The Transition and Validation Phase ensures “Perception in Fact” by describing the

minimum requirements for implementing and integrating the processes into the enterprise system, meeting customer expectations and internal process requirements, making appropriate adjustments as needed.







policy. It is the responsibility of the President of ABM Facility Solutions to ensure that all relevant







The comfort of a building’s occupants is the responsibility of the AFS staff at all times, whether it is randomly reported, proactively monitored or casually observed. This section provides the steps for Tenant

Awareness and the requisite actions to alleviate their current state.


(WHO) HOW (TOOLS)

1. 1. Review reports of building state

Regularly scheduled

reviews

Operations Building Management System (BMS)

Visual inspections

Energy Management System (EMS)

2. Service request is

submitted

As required Tenant/Office of

the Building (OOB)

Corrigo e-Service

3. Work is evaluated

and scheduled

If service is

required

Operations Manual process

Corrigo WOM and WON

4. Work is performed If work is in

Scope

Operations Corrigo WOM and WON

5. Work is submitted

for approval

If work is out of

Scope

Operations Portal Web – Customer Team

Site

6. Customer is

informed of work completion and

satisfaction is

validated

After completion

of work

Operations Phone Call

Portal Web – Customer Team Site




FSG LEXICON LIBRARY

TERM










Building Management System (BMS)

Energy Management System (EMS)






Portal Web Customer Team Site


REVISION (X.X) 1.0


(MM/DD/YY) 08/07/12

LAST APPROVAL DATE

(MM/DD/YY)



REASON FOR CHANGE:

Revision

SECTION /

PARAGRAPH CHANGED

CHANGE MADE

DATE OF

REVISION

MM/DD/YY





ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY


10.0 APPROVALS


FSG REVIEW









Procedure Title: PacMutual Building – Call Management and Dispatch Page 1 of 4




PROCEDURE TITLE: Call Management and Dispatch


REVISION: 1.0

AREA: Operations

TYPE OF PROCEDURE: Delivery




1.0 PURPOSE/SCOPE

The purpose of this Work Instruction (WI) is to provide the processes for Call Management and Dispatch at the PacMutual Building. The Integrated Facility Solutions (IFS) at the PacMutual Building provides efficiency

and consistency of service through sole-source and self-performance contracting including that of Call

Management and Dispatch which is critical to the delivery of services.

This Work Instruction is in support of the Delivery Phase of our 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.




abide by the provisions of this policy. It is the responsibility of the Executive Vice President of Building and Energy Solutions to


policy.




The Senior Vice President of Operations is the point of escalation for all matters inquired upon or

contested with regards to this policy.




ABM Facility Solutions (AFS) uses Work Order Management (WOM) and Work Order Network (WON) systems to manage and schedule all activities for the delivery of services at the PacMutual Building. These

systems provide us with the visibility to manage our workforce (in-house and local labor) and the services

they provide in a much more efficient manner. It also allows our tenants and the Office of the Building (OOB) to submit service requests through e’Service. The combination of these systems available through a

web interface provides AFS and our Customer with the ability to monitor activities and identify opportunities for improvement with visibility to historical building data. This section provides the steps for Call

Management and Dispatching at PacMutual.


(WHO) HOW (TOOLS)

1. 1. Work Order is entered or

generated

Service request is received

Operations/Front Desk

Email, Phone Call, Voice Mail, Verbal

Corrigo WOM

2. Service Request is reviewed

Request is received

Operations Corrigo e’Service

3. Work is evaluated and reviewed for

proper assignment

and scheduling

Request is received and

prioritized


Knowledge of workforce

expertise

4. Schedule with Local

Labor

If subcontracted

work is required

Operations Corrigo WON

5. Dispatch work order

to in-house

personnel

If subcontracted

work is not

required


6. Work order is completed and

updated

Work is performed

Local Labor or Operations

Corrigo WON and WOM

7. Customer is

informed of work

completion

Work is

performed

Operations Phone Call or Portal Web

Customer Team Site




FSG LEXICON LIBRARY

TERM















Corrigo e’Service

Portal Web Customer Team Site

REVISION HISTORY

REVISION (X.X) 1.0


(MM/DD/YY)

08/07/12

LAST APPROVAL DATE

(MM/DD/YY)



REASON FOR CHANGE:

Revision

SECTION /

PARAGRAPH

CHANGED

CHANGE MADE

DATE OF

REVISION MM/DD/YY








9.0 APPROVALS


FSG REVIEW

FIRST APPROVER SECOND APPROVER THIRD APPROVER NAME: GREG LUSH NAME: BRUCE PHIBBS NAME: ROSS THOMPSON BUSINESS UNIT: ABM LEARNING AND QUALITY BUSINESS UNIT: FSG BUSINESS UNIT: FSG TITLE: SENIOR VICE PRESIDENT TITLE: EXECUTIVE VP TITLE: CHIEF OPERATING OFFICER SIGNATURE: ELECTRONIC APPROVAL SIGNATURE: ELECTRONIC APPROVAL SIGNATURE: ELECTRONIC APPROVAL






abmlq pacmutual ifs analysis and implementation plan

Documents

implementation corrigo

background corrigo

suggested tools

customized version of

implementation version

abmlq product request

corrigo won

step process