Transcript
A Pain-Free Transition Is Possible
When you decide to change facility service vendors, you're also choosing to go through a potentially arduous transition process. The apprehension around transitioning can prevent you from making a positive change in your service program. But with the right maintenance partner, it doesn't have to be a major obstacle; instead it can be a step towards progress.
After working with thousands of clients, ABM has developed a transition program that ensures the process is free from time-consuming miscommunications and disruptions. Our approach enables us to coordinate people and processes effectively without interrupting service. We find that these four deliverables are critical to delivering on that promise:
- Clear assignment of accountability at each stage
- Presentation of key contractual requirements to the local management team
- Centralized access to all transition documents for ABM stakeholders
- Development of an Operations Playbook for each site
IT STARTS WITH PEOPLE
For each transition, we provide a transition team that's fully dedicated to the project. This team is made up of local, regional, and national management (where applicable), transition professionals, and experts in risk management, safety, and human resources.
National Management
- Transition Professionals
- Risk Management
- Safety Experts
- Human Resources
Regional Management
- Transition Professionals
- Risk Management
- Safety Experts
- Human Resources
Local Management
- Transition Professionals
- Risk Management
- Safety Experts
- Human Resources
HOW WE WORK WITH YOUR INCUMBENT WORKFORCE
We make an effort to engage with incumbent employees as much as possible, as it comes with numerous benefits to all parties:
- Ensure continuity of operations
- Retain existing knowledge base
- Maintain levels of productivity and quality
- Prevent stressors that come with staff turnover
We establish lines of communication between our human resources team and existing staff as early in the transition as possible. The objective of these conversations is to explain the process and give an overview of what it's like to work with ABM. It's also an opportunity for ABM to learn from them about the work environment and company culture for the positions we plan to assume.
We evaluate existing service personnel before engaging in outside recruiting. Each incumbent employee is given the opportunity to apply for open positions. We pre-screen applicants by soliciting input from existing management personnel, reviewing their records, and conducting personal interviews. We determine whether to extend a job offer after carefully evaluating their qualifications, technical expertise, past employment record, and references.
PROCESS MAKES PERFECT
Well-documented, time-tested processes are key to starting on and staying on the right foot. Processes for each employee at every level are the foundation of our transition program. Our clients are given full transparency into those processes so you know what to expect.
Our Operations Playbook contains the following documents, which we also provide to you:
- A detailed transition project plan that describes the specific tasks ABM will perform before and after the installation of service
- A professional site management plan that outlines protocols specific to the facility and/or organization
- A comprehensive quality assurance program that helps ensure a clean, safe, and sustainable facility
- A detailed communications plan that identifies all stakeholders and enables immediate response to emergencies and daily requests
OPERATIONS PLAYBOOK: The Blueprint to a Smooth Transition
1. Objective
- Create a consistent and efficient process
- Comply with contractual and regulatory standards
- Enable benchmarking based on KPIs
2. Includes
- Detailed SOPs for each service
- Management instructions
- ABM and client standards
3. Benefits
- Optimize resources
- Improve performance
- Minimize expenses
STAYING CONNECTED THROUGH COMMUNICATION
There's no way to have a seamless transition if you're left in the dark. That's why our dedicated transition staff, in coordination with our local offices, meet regularly with your management to walk through each phase of the process. Communication is centered on the following:
- Addressing any issues stemming from the outgoing contractor
- Clearly communicating expectations and requirements
- Finding time to meet with and interview current employees without interrupting operations
- Notification of any ongoing, major projects that may not be completed and could possibly disrupt operations (carpet cleaning, floor waxing, etc.)
- Sharing any site-specific documentation, including equipment lists, security procedures, schedules, etc.
- Setting up key and lock controls/card access
Throughout the transition, we also survey client stakeholders to identify areas for improvement.
How We Stay Connected Internally
To make sure nothing slips through the cracks on our side, ABM uses an internal web-based collaboration site to maintain all files related to client transition projects. We can access documents from anywhere and make real-time updates as we get to know your facility.
THREE WAYS TO EASE THE TRANSITION PROCESS
While we do everything we can to ease the transition process for our clients, you can gain additional efficiencies by taking some proactive steps.
- Identify the Right People for Key Tasks: Who is responsible for overseeing quality assurance and project management on your side? Do different facilities have their own point people? What are their responsibilities? The better prepared your teams are, the easier it will be for them to move through implementation.
- Keep Open Lines of Communication With Your Outgoing Vendor: Despite the change in providers, your outgoing vendor should remain professional. Ensure that they are aware of what you expect from them throughout the remaining portion of their contract.
- Document and Communicate Facility-Specific Concerns: Are there events happening during the transition period? Is there anything unique to your facility that the incoming vendor should know? Document and communicate those issues early in the process so your incoming vendor can plan around them.
