Site

Optimization Framework

Version 1.0 OCT 2013

Developed by: ABM Learning and Quality

All references are available through ABMLQ product request at:

http://www.abmlq.com/productrequest

Reference Documents:

Brief: Evangelists Advocates Supporters Influence (EASI)

Brief: Learning

Brief: Quality

Framework: Collaborative Service Management (CSMF)

Framework: Empowered Learning Methodology

Framework: Evangelists Supporters Advocates Influence (EASI) Program

Framework: Project Management Office (PMO)

PacMutual IFS Analysis and Implementation

Visit the Lexicon Library for definitional references at: http://www.abmlq.com/abmlexicon

To learn more about ABMLQ and the EASI Community, please visit: http://www.abmlq.com

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Site Optimization

October 2013

Copyright © 2013 by ABM 152 Technology

Irvine, California 92618 abmlq@abm.com

All Rights Reserved

This document may not, in whole or in part, be copied, photocopied, reproduced, translated, or reduced to other physical or

electronic form without prior written consent, in writing from ABM.

ABM is a

registered trademark of ABM

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Contents

A. Framework Document Organization

B. Revision History

C. Maintenance Responsibilities

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Section 1.0 Concept Overview

Concept Goals

Framework Document Goals

Background

Section 2.0 Framework Candidacy and Consultancy

Section 3.0 Framework Structure, Content and Application

Structure and Content

Program Phases

Project Dependencies

Program Requests Program Value

Section 4.0 Optimizations in Action

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A. Framework Document Organization

This conceptual framework document utilizes a Quality Management System (QMS) quality template for the

development and release of an initiative or program framework with the purpose of company-wide implementation. At ABM, all initiatives begin with a concept or charter document; it allows the initiative owner to

summarize the objectives, opportunities, risks, and budgetary requirements involved in a new initiative for the

purpose of review and approval by corporate executives. A conceptual framework document is a step further than the concept or charter document. It defines the architecture of a strategic program or initiative to present a

preferred or reliable approach to a new concept.

This framework document is organized into five major sections:

o Section 1 describes the initiative or concept, its goals, and background

o Section 2 provides the resources available or required in order to apply this framework

o Section 3 provides the structure and content of the initiative; enumerates the necessary steps for

applying this framework

o Section 4 provides practical application insight

B. Revision History

QMS Manual Revision: 1.0

Original Publication Date: 10/31/2013 Revision Date:

Revision History

Revision Date Description of Change Revised By

1.0 10/31/2013 Original publication Janeen Hodge-

Jackson

C. Maintenance Responsibilities

It is the responsibility of the owner or author of this framework to maintain this document. All inquiries and

revision requests may be sent to the following email address: abmlq@abm.com

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1.0 Concept Overview

The Site Optimization Program is a concentrated, collective partnership between business unit management, contract-specific service teams, and ABM Learning and Quality (ABMLQ) aimed at engineering processes that are

an efficient means of achieving contractual key performance indicator (KPI) targets, proactively catering to

customer needs, and integrating best practices and best resources for the contract. Site optimizations are defined on a contract-by-contract basis, focusing on a specified customer as a stand-alone, time-definite project.

1.1 Concept Goals

The Site Optimization Program endeavors to:

Compel/support the cohesion of collaboration and service between all ABM teams engaged in

support of a given customer Facilitate the connectivity of customized solutions across the span of ABM

Realize performance assurance synergies in the implementation of procedures, processes,

systems and tools

Tailor the delivery of ABMLQ services to the specific customer-serving needs of each involved

team of business unit managers and service teams

1.2 Framework Document Goals

This framework document is established to:

Define the Site Optimization Program

Serve as the governing document for Site Optimization efforts

Introduce the Site Optimization Program to participants and other interested parties

1.3 Background

Through our rich history as a service industry centurion ABM has innovated and implemented proprietary

practices, procedures, tools and resources that allow our employees to deliver an elite level of service to a varied base of customers. As we grow with the marketplace to deliver expanding lines of service, the

ability to leverage success across the breadth of the organization; delivering service that is transparent, efficient, and unified from the vantages of our customers and employees requires a level of objective

review and advocacy that is nonnative to the inherent structure of solely customer-facing teams. Site

Optimizations allow customer-facing teams to focus on servicing customers, while partnering with ABMLQ to integrate processes and deliver tools that afford our teams and customers unique advantages to

realize excellence across a customer-centered operation.

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2.0 Framework Candidacy and Consultancy

2.1 Candidacy

The unique nature of the Site Optimization Program lends itself to a broad spectrum of candidates. In

addition to the conditions set forth in Section 3.2.1 Program Dependencies, consideration of attributes

specific to our customer, our employees and our performance are useful in assessing practical candidacy.

2.1.1 Customer

Many of our customers mirror ABM’s affinity for technology and appreciate that our values include innovation and excellence. Contracted customers that are specifically

drawn to leading-edge innovation, as well as those that have demonstrated a preference

for on-demand systems and communications are often good candidates for an Optimization. Additionally, customer environs wherein ABM employees are visible to the

customer’s customer are also often ideal candidates; while a specific customer may have neutral regard for the use of specific tools, they may have an interest in providing

customized innovative options to their customers through the use of ABM resources and

tools. For an example of an Optimization demonstrating these customer-centric candidacy ideals please see the PacMutual IFS Analysis and Implementation.

2.1.2 Employees

Customer sites that are representative of multiple lines of ABM service, wherein cross-

functional processes may not be historically present are great candidates for an

Optimization. The collaborative focus of Site Optimizations serves to blend disparate teams, resulting in a more seamless integration of processes across core lines of service

delivery. For an example of an Optimization demonstrating these employee-centric candidacy ideals please see the PacMutual IFS Analysis and Implementation.

2.1.3 Performance

Site Optimizations are best engaged prior to contract retention risks. Sites that begin to demonstrate unfavorable performance trends are ideal candidates if an Optimization is

requested at the onset of the negative trend. Alternatively, a long underperforming site

that is at risk for loss of renewal may have exceeded the time-critical window of opportunity for well-received remediation. The timing of an Optimization should occur in

a manner that allows us to impress a customer with exemplary performance, not as a last attempt at changing the momentum of a relationship that is near terminal.

2.2 Consultancy

This framework and the Site Optimization Program are managed by ABM Learning and Quality (ABMLQ). ABMLQ offers direct and indirect consulting services, with ABMLQ Program Managers and the EASI

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network of employees. Inquiries should be directed to ABMLQ via the Assistance Request feature on

www.abmlq.com

3.0 Framework Structure, Content and Application

3.1 Structure and Content

Site Optimizations are approached in a manner that compliments the Collaborative Service Management Framework (CSMF), and follows the guidelines set-forth in the Initiative Management Office (IMO)

Framework. The structure outlined herein is subordinate to the elements set forth in the aforementioned

frameworks; directed towards achieving and maintaining harmonious interpretation. The optimization experience serves as a discovery point from which the CSMF may be implemented; the opportunity for

individuals and teams to partner and network; and the environment in which new practices may be nurtured to emerge and gain introduction to internal and external teams.

3.1.1 Program Phases

3.1.1.1 Prepare: Discovery

The preparation phase focuses on discovery of:

Stakeholders

Stakeholders include all individuals and teams who effect or are affected by

site performance. Many stakeholders retain roles that are identified within

the scope of a Site Optimization project. However, these project-identified roles outlive the project itself. These roles may directly relate to the support

and long-term maintenance of a solution, ABM’s collaborative culture, etc. Induction into the EASI Program is an example of an opportunity that is

illuminated by the Optimization project, wherein an employee remains engaged throughout their employ within ABM; in excess of Optimization

efforts (see EASI Framework Document). This framework is not intended to

address or account for roles that exist outside of the scope or timeline of Site Optimization projects.

For a given optimization, stakeholders include:

o Customer Management: ABM customer contact for which site

employees perform contracted services. o Optimization Sponsor: The individual who makes the

commitment of site resources to participate in an optimization. The optimization sponsor is ultimately accountable for the availability of

resources to engage in the optimization process.

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o Project Manager: The individual who serves as the single point of

accountability for optimization progress and completion. The project manager maintains project documents, including project schedule,

deliverables lists, team contact information. The project manager additionally hosts project meetings, serves as the project contact,

and performs the functions needed to support optimization teams

and members in the completion of an Optimization. o Service or Facility Manager(s): The individual(s) employed in a

supervisory capacity of service teams performing services for the

site customer. There are often multiple Facility or Service Managers

at a given site. An optimization requires a minimum of (1) Service

Manager for each ABM service represented; however, additional

Facility or Service Managers are often included.

Site Attributes

o ABM Service Representation:

All current and future, active or planned services provided for the Site Customer. This includes identification of ABM teams (i.e.,

Janitorial, Security, Parking, Facility Services, etc.), and service scope/accountabilities.

o Space:

Locale: All current and future, active or planned

spaces/locations at which ABM employees will be stationed

and accountable for servicing. This may include service

addressees, locations within a site or building, etc.

Condition: Discovery of current and planned space-

centered projects, attributes, etc. This includes additions,

changes and moves to the physical location, appropriation or

use.

Ancillary Attributes: Site specific attributes that may

impact ABM employees, teams or work; including

occurrences or statuses that may impact project

deliverables. This may include the requirement to work with

specific service providers, sub-contractors or vendors;

awareness of space usage that falls outside of the

customer’s primary line of business (i.e., film work, site

tours, industry meetings, etc.); knowledge of site statuses

(i.e., historical registration, evacuation/flood route

designations, etc.).

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o Safety

History: Review of safety performance records (where

applicable).

Risks: Intuitive and historical or actual identification of risks

and liabilities with respect to locations, processes or tasks.

Targets: Review of safety related key performance

indicators (KPIs)

o Performance

History: Review of service performance to-date (where

applicable).

Risks: Intuitive and realized/experiential identification of

service performance risks.

Targets: Review of service key performance indicators

(KPIs)

Improvement opportunities:

A comprehensive review of ABM service representation, site attributes,

historical safety and performance records, and contractual KPIs will identify specific areas appropriate for optimization. All opportunities realized within

the scope of a Site Optimization include the customized delivery of learning

and quality resources; including, educational content and the maintenance of industry specific certifications.

Improvement opportunities may include:

Asset and supply management: asset tagging, asset-specific

learning resources, national account integration Data management: accessibility, centralization, standardization

Process management: accountability, awareness, conformity,

standardization

Work activity management: dispatching, labor resource

management, scheduling, sub-contractor management

Potential products:

o Collaborative practices and tools

ABMLQ.com

EASI

SharePoint portals

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o Custom toolsets

Business process automation forms

IMPACT tags

OurVoice

Pocket Pals

Work instructions

Unique tools

o Universal toolsets

Help Desk

Lexicon Library

MTube

National Purchasing

Portal for Organizational Solutions and Tools (POST)

Quality Management System (QMS)

The Learning Spot

Unified Workforce

Work Order Management (WOM)

Site Optimizations are implemented in accordance with ABM’s Initiative Management Methodology; see CSMF (Elements>Project Management Methodology).

3.1.1.2 Provide: Implementation

This phase of optimization includes the commitment to provide specific resources from the categories of need identified in the preparatory phase. Because the

preparatory phase indicates continual discovery and modification of the project plan, as applicable, the scope of resources to-be-provided is not always a static number

throughout the project life-cycle. This phase of providing resources is distinctly

delineated from the tertiary participation phase in order to: 1) Allow for project management stakeholders to conclude on the need for

specific resources and ensure that they are provided in a manner that is

accessible, efficient and scalable.

2) Emphasize and support an optimization structure that cascades personnel

accountability from the Service Manager level, and

3) Deliberately solicit deliverable-centered support from the Customer Manager

and Optimization Sponsor.

This stage of providing deliverables includes:

Business Process Analysis (BPA)

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As a service provider Learning and Quality driven Optimizations begin with

BPAs. BPAs are minimally centered around the improvement opportunities identified in the preparatory phase. However, focus may be broadened if

resources and sponsorship is supportive. The BPA process provides documented “as-is” and “to-be” structure which allows decision makers to

gain comfort with and acceptance of recommended optimization

deliverables; transparency of “as-is” and “to-be” processes in a manner that illuminates team commitments. This process serves as the foundation for

development of new/enhanced business processes and tools. See CSMF (Elements>Business Process Analysis).

Toolsets

o New: This step of the provider phase is governed by the Master

Business Process methodology; see CSMF (Elements>Master

Business Process). The resources required to improve customer

value, specifically, delivery of service, measurement and verification

of service, and improvement/maintenance of KPIs, are created,

customized and updated in this portion of the provider phase. This

may include development of new tools that do not exist in other

forms within the organization and customization of tools that have

proven successful in other locations or service categories.

o Existing: Within improvement categories for which existing toolsets

may be leveraged, they are validated and prepared for use during

this phase of the optimization. It is also during this phase of the

Optimization that the EASI Community is introduced and leveraged

as a tool; see EASI Framework Document.

Learning Systems

Honoring our organizational culture that embraces the need and purpose of

learning, this aspect of the project allows for the integration of formal and

informal learning resources in support of toolsets and ABM environ considerations. See CSMF (Elements>Learning Systems). Learning

deliverables may be provided as both direct optimization deliverables and auxiliary resources; created specifically for the optimization or repurposed

from existing resources.

3.1.1.3 Participate: Delivery

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The participation phase of an Optimization project indicates movement of

deliverables from project space into production space, where they are accessible to site and other internal employees, as well as customers/external partners when

indicated. This phase of the Optimization is collaboratively-rich, as individuals and teams that are not active project members begin to interact with project deliverables.

Initiation

Optimization deliverables are introduced as indicated in the Transition &

Validation phase of Master Business Process methodology; see CSMF (Elements>Master Business Process). This phase may be centered around

the toolsets identified in the provider phase; however, all implementations

compliment ABM’s Empowered Learning Methodology Framework .

Utilization

Indicated ABM employees and customers/external partners (where applicable) are compelled to use new tools, procedures and resources;

supported by Learning and Quality.

Feedback

Project Managers solicit, review and respond to feedback from individuals who are compelled to interact with Optimization provided tools and

resources. Feedback should be solicited formally, through regular project meetings, team interactions, and collaborative forums; and informally.

However, informal receipt of feedback should be reported formally through

agreed upon channels of project data review and warehousing.

Support and Adjustment

Through systematic review of end-user and Site Management feedback, as

well as usage reports, the Project team will support/compel a positive end-

user experience by adjusting learning and quality resources in a manner that continues to reflect customer interests, and safety and performance targets.

Stabilization

The stabilization phase includes distinct deliverables that empower site

management teams to maintain satisfaction of customer concerns and adherence to target safety and performance targets. Deliverables include:

o Quality Continuation

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Deliverables focused on assuring that use of line-of-business

applications, critical operational processes and systems can be maintained in support of meeting customer needs and improved

productivity through performance targets during the contract life-cycle. Deliverables include the release of Standard Operating

Procedures (SOP), Work Instructions and Reference Documents

through our Quality Management System (QMS). Through the the Continuous Improvement Cycle of QMS, we can address issues and

risks proactively, reactively and remedially through Corrective/Preventive Actions that are issued based upon

performance indicators. While reported liabilities (actual and perceived) may impact learning and quality documentation and/or

Optimization delivered tools, this impact does not necessitate

additional Optimization actions. Rather, it relies upon the fitness and structure of the Master Business Process methodology to evolve

practices in support of changing business climates, needs and workforces; see CSMF (Elements>Master Business Process).

o Support

Production Support – Administration: Administrative

support resources that are consistently available in support

of production environments. These support resources may

differ from project resources, wherein project spaces may

have allowed for exceptions such as: bulk import/export of

end-user data, bulk import/export of system data, etc.

Administrative production support is focused on maintenance

and support tasks including, access management, data

management, and security management.

Production Support - Application: Application support

resources that are perpetually available in support of

production environments. These support resources may

align with other ABM support resources, including help desk

and EASI network partnerships. Application support distinctly

provides usability and end-user experience resources.

Production Support – Infrastructure: Infrastructure

support resources that are consistently available in support

of production environments. These resources may be

comprised of multiple functional teams; may exist in support

of existing/additional ABM systems. Infrastructure support is

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focused on maintaining the availability and integrity of

optimization deliverables.

o Transparency

Optimization deliverables are focused on achieving/maintaining

specific safety and performance metrics. Deliverables are provided in

a manner that allows for transparency of accountability, ownership and performance. Moreover, collaborative platforms and inclusive

middleware, such as ABMLQ.com, SharePoint portals and Unified Workforce, provide service managers and their leadership teams

with access and visibility to performance-centered information that can be used in support of business decisions.

3.1.2 Project Dependencies

A successful Site Optimization requires the effective fusion of several dependencies. As program

managers, the ABM Learning and Quality team commits to dedicating specific resources, including capital, personnel and time to ensure the successful completion of every site

optimization. In addition to these Learning and Quality assurances, site team assurances include consideration of the following:

o Commitment

The success of an optimization is fundamentally dependent upon the commitment of Optimization team members who commit to being available and collaborative. The

Optimization timeline is largely based upon the expressed level of commitment that

customer-facing Optimization team members are able to provide. Optimizations are conducted in a manner that defers to our focus as a service organization. Our

commitment to exceeding customer expectations is paramount, thus optimization related tasks/responsibilities may be deferred if emergent site-specific concerns are present.

Successful Optimization teams often implement a hierarchal participation structure which

allows Service Managers to rely upon trusted team members to provide proxy attendance to Optimization meetings, data and follow-up requests, and other tasks that Service

Managers may need assistance with as they respond to primary service-centered needs. o Expectations

Throughout the Optimization life-cycle, the Project Manager will introduce opportunities to freely discuss and agree upon expectations. These discussions are centered around

Optimization support categories such as, contacts and replies; meeting cadence; requests for information. Optimization teams that are candid in their participation in

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these forums, as well as those that act in a manner that compliments agreed upon

expectations may expect that the integrity of the Optimization schedule and Optimization deliverables are maintained.

o Participation

A Site Optimization cannot occur without substantial participation from Facility or Service

Managers and their service teams. In addition to meeting attendance, participation includes: willingness to embrace new resources and tools; candor in providing feedback

through agreed upon channels of communication; dedication to modeling best-practices and assisting fellow employees.

o Readiness

The timing of a Site Optimization is key to our ability to realistically interpret and deliver

upon contractual expectations and needs. Optimizations can occur at any time

throughout the contract lifecycle; however, consideration of scheduled events and dynamism with respect to location, management and workforce can fundamentally

impact the perception and success of the Optimization project, its team members and outputs.

3.1.3 Program Requests

The Site Optimization program is managed within ABM Learning and Quality. Requests for site optimizations can be submitted at www.abmlq.com >Assistance Request. The request process

begins with a candidacy assessment that includes consideration of available resources, business need, and the items set forth in the key considerations section this framework. ABM Learning and

Quality additionally provides consultative services that exist apart from Site Optimization efforts;

all requests for assistance are personally addressed.

3.1.4 Program Value

Site Optimizations empower service teams and our customers with the customized fusion of

historically proven successes and industry-leading innovation. The Site Optimization process actively engages customer-facing teams to customize and support the innovation of tools,

practices and procedures that uniquely cater to customer needs, while addressing issues in a proactive or remedial fashion. The experience is both a verb and a noun: the actions that evolve

service delivery that complements our reputation of excellence; the prospective state of improvement across a customer-centered operation. Site Optimizations focus on leveraging the

use of emerging innovations, learning and quality frameworks and methodologies to optimize the

way we deliver services to our customers.

4.0 Optimizations in Action

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In keeping with our collaborative culture, optimization deliverables are generically made available to the ABM

community as they are delivered to the participants of a Site optimization. This ensures that the optimization process enriches ABM as a whole. The ABM community can remain abreast of emerging and new deliverables, as

they are shared and discussed in the ABMLQ Optimization Deliverables group on www.abmlq.com. This environment is accessible to all ABM employees who register for www.abmlq.com by visiting

www.abmlq.com/register. ABM employees with ABM domain accounts can also learn more about specific

Optimizations, deliverables and tools by visiting the Site Optimizations Program Page on ConnectX.