Lower Project Costs & Time of Technology Rollouts. 1st of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your Project

Transcription

1 Lower Project Costs & Time of Technology Rollouts 1st of 4 in the Series A Guide to Selecting the Right Technology for Your Project A Concert Technologies White Paper

2 Table of Contents Executive Summary p. 1 Introduction p. 2 Defining the Relationship of Technology - Solution - System p. 3 What is a Technology Rollout? p. 3 Defining a Technology Rollout System p. 3 The Role of the Web-based Software Application p. 4 System Part 1: Process Structure p. 4 System Part 2: The Rollout Services Model p. 5 System Part 3: Internal Resources p. 8 System Part 4: Partnerships p. 8 Expertise Matters p. 8 How the Ideal System Benefits Your Project p. 9 What You Should Know Before Making a Decision p.10 Conclusion p.11 About Concert Technologies p.11 References p.11 Diagrams p.12

3 EXECUTIVE SUMMARY This paper explains a Technology Rollout System, how it lowers costs and saves time without compromising quality, and provides essential questions to ask any technology rollout company. Suppose you have a legacy enterprise network that connects many offices nationwide or globally and you want to install new, standardized circuits and equipment in all of them. You can't rely on a technology rollout company that only offers a single point of contact, Web-based management software, and local contacts. The project rollout is simply too complex and the snafu potential too high. Success requires a proven network of processes and services that work together smoothly and effectively. It also requires a company with in-depth, industry-wide expertise. A Technology Rollout System embodies these critical qualities. Without a proven Technology Rollout System, you run a high risk of project complications that result in increased costs, missed deadlines, and an overwhelming burden on internal resources. What Are the Benefits of the Ideal Unified Technology Rollout System? An experienced company implementing the ideal Technology Rollout System can achieve rollouts across the broadest geographies with speed, efficiency, and quality. Among its key advantages: Saves project costs Saves time Cuts project management requirements for the customer Scalable Flexible Independent of equipment and technology Yields higher quality of service Process Structure Technology Rollout System Rollout Services Model Internal Resources Partnerships What Is the Ideal Technology Rollout System? The ideal Technology Rollout System enables rapid rollouts of multi-technology, multi-service, multi-site on a nationwide and global scale. It has four key parts: Centralized Single-Tier Structure. The company manages field technicians directly. Proven, Universal Model. The model has a history of success and works across individual rollout technologies. Internal Resources. The company has deep expertise, experience and infrastructure. Broad Network of Partnerships. The company has technicians near every site to work swiftly and efficiently and minimize the risk of no-shows and inexperienced techs. 1

4 Introduction To succeed on the implementation journey, your roadmap and plan need to be realistic, achievable and grounded in practical experience. - Isabel Wells, CIO Update The rapid deployment of multi-technology, multi-service, multi-site field rollouts requires welldefined processes, robust management skills, and a unique understanding of how to get the job done. This paper will assist in understanding the many variables and establish what the customer should expect from a technology rollout company providing nationwide and global services. It will explore the ideal unified Technology Rollout System and bring to light the issues that can only be resolved by employing a multi-dimensional system for complex nationwide and global technology rollouts. Due to the complexity of technology rollouts, this will be the first in a series of topics that will each address a critical aspect of nationwide and global rollout services. How This Information Benefits You Defining the Relationship of Technology - Solution - System Implementing nationwide and global technology rollouts requires the in-depth knowledge and expertise of an experienced technology rollout company. Today, technology rollout companies commonly provide the same elevator sales pitch that touts a single point of contact, field resources across multiple locations, and a Web-based software application to manage projects. However, in successful rapid nationwide and global technology rollouts, there is a distinct difference between these one-dimensional systems and companies that employ a defined Technology Rollout System that is capable of meeting aggressive goals. But first, it is important to understand how the System fits into the technology and solution relationship. The relationship between technology, solutions, and a system is often confusing due to the lack of defined areas of responsibility. From a nationwide and global deployment perspective, this relationship is defined in the following way: Minimize project costs and time by Technology understanding how a Technology Rollout System is applied on a nationwide or global level and how it can affect your budget, service, and selection process. Establish an accurate view of project Solution expectations including costs and time by learning how to categorize your rollout. Decide the right system for your rollout by System understanding how to identify and evaluate a (Implementation) technology rollout company's system capabilities. Improve customer satisfaction by executing a 1. Technology is the driving force for the Solution. project from start to finish with a proven, It can be comprised of various new or legacy efficient Technology Rollout System. equipment and sets the stage for what type of Solution will be designed. 2. The Solution answers the technology requirements. It defines the project requirements and sets the stage for the implementation phase the System. 2

5 3. The System is the processes, services, resources, and relationships required to implement the Solution. It provides the map to deliver the Solution to every site with speed and highest quality of service. The rollout services industry typically wraps system (implementation phase) into the Solution definition. However, we believe the System's implementation of the Solution is of critical importance and has its own key role in the overall project. If the proper System is not in place to deliver the technology rollout services, fluidity and efficiency will be lacking. The System/implementation phase is the area providing the potential for gains in rollout speed and quality, and so deserves special attention. What is a Technology Rollout? Terms: Technology Rollout Consists of (a) multiple sites (b) requiring technology services (c) implemented by onsite field technicians. Customer The organization or individual that engages the technology rollout company. Technology Rollout Categories By understanding rollout categories and their specific requirements, the customer will be better able to explain the level of service required to the technology rollout company. The three technology rollout categories are outlined below, numbered in order of duration and relevance to nationwide or global rollout services. Note that a single project can consist of multiple categories. Example: Total project scope consists of 350 Category 1 rollout sites, 5 Category 2 rollout sites, and 1 Category 3 rollout site. Category Defining a Technology Rollout System Today's Technology Rollout System is a comprehensive, multi-technology, multi-service, multi-site system designed to meet varying project requirements in an ever-changing telecommunications industry. It is comprised of four parts: Process Structure, Rollout Services Model, Internal Resources, and Partnerships. Technology Part 1 Process Structure Technology Rollout Categories Work Intensity per Site Location Solution Timeframe per Site Location 1 Short 1 Day or Less 2 Medium 2-6 Days 3 Long 7+ Days Technology Rollout System (Implementation) Part 2 Rollout Services Model Part 3 Internal Resources Examples of Work Required 1 Demarc Extension and Router Install 20 Category 6 Cables and 5 VoIP Phones 30 Access Points and Category 5e Cables for Warehouse WiFi Network Part 4 Partnerships Process Structure: A Technology Rollout System is supported by the Process Structure. This structure defines the processes for management of each technology rollout via Internal Resources and Partnerships. This includes the Software Application that provides web-based services for customer projects. Rollout Services Model: The Rollout Services Model is comprised of integrated multi-service components that are implemented through the Process Structure. It is designed to meet and exceed the reliability and flexibility needs of today's rollout requirements. Internal Resources: The internal resources support a Technology Rollout System and include the internal operations, network infrastructure, 3

6 system applications, training, and company culture necessary to complete multi-technology, multi-service, multi-site field rollouts on time and within budget. Partnerships: Partner relationships are a critical piece of a Technology Rollout System. With multiple local resources located nationwide or globally, a Technology Rollout System ensures that all site locations are serviced in a timely and efficient manner. When employed by a capable rollout company, this integrated System enables the company to manage all implementation services at peak efficiency, which translates to lower costs and time while providing high levels of service. The Role of the Web-based Software Application rollout services. Thus the need for a well-defined, proven Technology Rollout System, which includes a Software Application as part of its process structure, capable of the growth and expansion required to meet the ever-changing needs of today's technology rollouts. The rapid deployment of multi-technology, multi-service, multi-site field rollouts across nationwide and global environments requires a defined Process Structure as well as a unique understanding of how to get the job done. Various Process Structures are employed by technology rollout companies to facilitate the management of multi-site nationwide and global projects. The primary Process Structures and their advantages are explained below. Refer to the Process Structure diagrams for additional information. Web-based Software Applications are proficient at capturing processes, documenting work, and providing visibility into projects. But a true What are the Process Structures? Technology Rollout System should consist of more than just a Software Application. It should be well 1. Centralized Single-Tier (see diagram) defined and capable of efficiently leveraging all The customer uses a technology rollout available resources to provide benefits such as company that directly manages field technicians project flexibility. A single Web-based Software through a direct partnership. Application falls short in this regard. 2. Centralized Multi-Tier (see diagram) Example Scenario: If a customer averages 300 The customer uses a technology rollout technology rollouts per week (Category 1), how company that dhires subcontractors in a tiered does the technology rollout company hierarchy to manage field technicians. accommodate an increased scale of 600 rollouts per week without decreasing quality of service? 3. Rent-a-Tech (see diagram) The customer or technology rollout company Answer: The rollout company relies on its Internal uses a Rent-a-Tech company in a shared Resources and Partnerships that support its management effort of field technicians. defined Process Structure in order to escalate capabilities. With its primary purpose to provide 4. Internal Employee (see diagram) easily accessed services for customers (such as The customer or technology rollout company reporting and project documentation), a Web- uses internal employees for project management based Software Application cannot account for and field technicians. In Internal Employee changes in project scope, scale, or address Process Structures, additional external local field advanced customer needs. It serves as a support technicians are likely to be required due to the tool, not as a viable replacement for the System number of sites and costs associated with itself. employing sufficient internal field technicians to handle nationwide or global rollouts. A Web-based Software Application alone will not suffice as the company's sole 'system' of providing System Part 1 Process Structure 4

7 5. Additional Structures: Hybrid (see diagram) communications means a single individual with A number of variations of the four basic structures which the customer interacts. However, it is critical may exist as a hybrid structure. They will have that the single point of contact is not the customer's associated advantages and disadvantages on an only point of contact. Examples: Escalation Needs individual structure basis. or Employee Absence. Single Point of Contact vs. Multi-Point of Contact The meaning of Single Point of Contact may vary within a given process structure. It can be used in a misleading manner to describe the interaction between the customer and multiple individuals within a single company. This is accurately described as Multi-Point of Contact within a single environment. True Single Point of Contact Comparison Scenario: Process Structures in Action The following information compares the pros and cons of each of the primary Process Structures. Comparison Scenario Location Site Details Rollout Category Customer Timeframe Work Details Additional Information Nationwide 1500 sites 1 3 Months Demarc Extension with Router Install Tech. Rollout Co. Experienced & Pro. Process Structure Comparison Analysis Criteria Centralized Single-Tier Centralized Multi-Tier Rent-A-Tech Internal Employee Responsibility Technology Rollout Company Shifts Among Multi-Tiered Vendors Risk Management Technology Rollout Company Technology and/or Multi-Tiered Vendors Site Call Back Timeframe Minimized Short to Medium Medium to High Short to High Technician No Shows Seldom Occurrence due to Technician Redundancy Moderate Risk due to Tiered Communication Layers Rollout Rollout Company Responsible for Company Responsible for Replacement Replacement Site Liability Issues Immediate Rectification Time-consuming due to Multiple Parties Involved Time-consuming; Required Involvement of Customer or Technology Time-consuming; Required Involvement of Customer or Technology Labor Costs Minimized Typically Higher due to Multiple Vendors Difficult to Calculate, (PM Difficult to Calculate, (PM Involvement Resources Involvement Resources Required, Time, etc.) Required, Time, etc.) Communication Timely & Accurate Risk of Delayed and Inaccurate Communications Dependent on Customer or Technology Internal Communication Dependent on Customer or Technology Internal Communication Project Tracking Full Accountability by Tech. Rollout Co. Shared Accountability Across Multi-tiered Vendors Full Accountability by Full Accountability by 5

8 Criteria Centralized Single-Tier Centralized Multi-Tier Rent-A-Tech Internal Employee Project Capabilities Technology Rollout Company Shifts Among Multi-Tiered Vendors Billing Technology Rollout Company Technology and/or Multi-Tiered Vendors Nationwide Warehousing Minimized Short to Medium Medium to High Short to High Comparison Scenario Summary Based on the comparisons above, the Centralized Single-Tier Process Structure provides superior benefits and highest quality of service when employed as part of a Technology Rollout System. Ideal Process Structure: Centralized Single-Tier Key Benefits Defined project implementation responsibility by technology rollout company Minimized project costs Highest quality of service Technician redundancy that ensures project completion Timely and accurate communication Project tracking accountability and growth capabilities Highest quality of technicians System Part 2 The Rollout Services Model Traditional service models are dependent on individual technology and equipment services. However, to maximize efficiency and speed of large-scale rollouts, technology rollout companies should have a proven Rollout Services Model that is technology independent and universally adaptable. Such a Rollout Services Model enables rapid, nationwide rollout services that include the planning, management, and implementation of all necessary activities and processes. It allows for the use of one model with a single set of processes for the entire project. Model Components The Rollout Services Model is comprised of nine components, which are integrated by the Project Management component. The Equipment & Technology component determines the details and requirements for the methodology and additional model components needed for a particular rollout. The components are: 1. Project Management In order to deliver technology rollouts rapidly with a single point of contact, experienced project management is crucial. The ideal Project Management component incorporates three primary roles: Program Manager: This position oversees all programs, project managers, and provides quality assurance. Project Manager: This is the customer's single point of contact from the initial meeting through the completion of the project. Project Facilitator: The Project Facilitator is fully responsible for all aspects of day-to-day delivery of rollout services including scheduling and coordination of all local and internal resources. Warehouse Manager: This position supervises equipment deployment and logistics. Technology Manager: The Technology Manager manages the Web-based Software Application and provides support functions. Partnership Manager: This role manages the recruitment and quality of the technology rollout company's partnerships. Additional project management services can be incorporated into individual components (i.e., Warehouse Management, Billing Management). Project Tracking: Under the Project Management component, real-time project status and updates are provided via an interactive Web-based portal that allows the customer to create online orders, view site history, and track the project. 6

9 Master Rollout Analysis Every component in the Rollout Services Model has an individual set of processes. Each of these processes are detailed in a Component Template. Templates can be combined to customize the services required for each unique rollout project. Component Templates: Each component has pre-defined templates that work in conjunction with one another to provide modularity. This enables the rollout company, during the analysis phase, to propose specific project requirements and necessary services in a relatively short time. The proposed Component Templates and pricing are incorporated into a Master Rollout Analysis that determines all project requirements. The analysis also evaluates the project for any change management that must occur before the rollout processes begin and defines the postrollout matrix needed to gauge performance. 2. Circuits Connecting a business's network to the rest of the world, the circuit is crucial to business operations. Accordingly, a technology rollout company should be fully experienced with circuit installation and testing. Additionally, the company should have established relationships with carriers and ILECs in order to accelerate circuit delivery. 3. Equipment & Technology While many traditional technology rollout companies specialize in specific equipment, the Rollout Services Model is universal. It can be applied to all voice, video, security and data equipment/ technology. Thus, a company employing the Rollout Services Model is not limited. It can provide services such as installations, configuration, decommissioning, maintenance, and servicing for any type of equipment and technology. 5. Site Surveys & Estimates In order to estimate project requirements accurately, site surveys are essential in determining job scope and equipment. There are two types of surveys, phone and onsite, used to determine the requirements for each site. 6. N a t i o n w i d e Wa r e h o u s i n g & A s s e t Management Robust Nationwide Warehousing and Asset Management capabilities enable technology rollout companies to meet rapid rollout schedules and Service Level Agreements (SLA). Companies must have a sufficient number of nationwide equipment depots in order to provide the equipment and materials onsite within established timeframes. Additionally, they should have experience in the areas of inventory management, staging, equipment configuration, testing, kitting, rack/stack, return services, logistics and purchasing /7 Maintenance A technology rollout company must be able to provide 24-hour support anytime, anywhere. Capabilities should include response speed and accuracy combined with service experience that includes: immediate issue ticketing, site history and circuit/equipment ID checks, real-time and website status alerts, dispatching of certified local technicians, and nationwide equipment distribution. 8. Billing A project with multiple technicians working across multiple site locations generates multiple bills. With the Rollout Services Model, the technology rollout company provides a single consolidated bill delivered within days of job completion in the customer's chosen format. 4. Cabling 9. Solution Support Cabling adds complexity to rollouts. Whether the The Solution Support Component is an integral need is for cabling inside or outside the plant, part of the relationship between the Solution and a or cabling through limited pathways, a technology Technology Rollout System which implements that rollout company should offer full services that can solution. Individual services in this component can meet any need including moves, adds, changes, be broad and varied, but always include support testing, cable management and electrical cabling elements for the customer that add the value of the when required. technology rollout company's expertise and flexibility to the solution being implemented. 7

10 NOTE: Depending on the project needs, not all components may be required. However, having each components available as service options ensures that the rollout company can meet all potential project capabilities at the best balance of quality service and minimized cost. System Part 3 Internal Resources The ability to elicit tacit knowledge, and to collaborate across cultures and distances and multiple agendas, requires a technical infrastructure that can seamlessly handle structured and unstructured information, text, images, audio, video, and all sensory data. - C.K. Prahalad & Venkatram Ramaswamy, Optimize A rollout company's Internal Resources work hand-in-hand with its nationwide and global field partnerships. Internal Resources should include: Internal operations Network infrastructure Software applications Training Company culture Additional elements For companies that provide a single point of contact, a full set of internal resources provides customers with complete communications redundancy through the rollout cycle as well as the ability to meet initial project time and cost estimates when additional project needs arise. System Part 4 Partnerships Field Partnerships are, of course, key to implementing multi-technology, multi-service, multi-site nationwide and global field rollouts. In the Technology Rollout System: Partnership management is based on the process structure collaboration tools in place. With the Centralized Single-Tier Process Structure, all local field force management is handled by the technology rollout company. Partner relationships ensure that there are field technicians within close proximity to all site locations, whether they are nationwide or global, for every rollout project. This means that all sites are serviced quickly and efficiently. Partnerships allow for technician redundancy and minimize any risk of project time or cost increase due to technician no-shows -- additional partners are available as needed. Expertise Matters Three things are essential to driving strategic innovation. The first is making the right strategic choices. The second is about having a grip on what the innovative capabilities required for success look like. And the third is about somebody being capable of assuming the leadership role, and driving the execution. - William A. Fischer, IMD An instrument is only as good as the musician who plays it. The same is true of a Technology Rollout System and the company that employs it. Without the experience that comes from successfully completing thousands of nationwide and global rollout projects, the company will not have the ability to leverage the System's capabilities. Rapid deployment experience and expertise is an essential piece of implementing a Technology Rollout System and delivering the related benefits to its customers. Proven experience A time-tested System together with an experienced company provides a great benchmark for customers as they evaluate potential vendors. A company should have completed thousands of projects across multiple environments to ensure the necessary expertise to deliver projects on time and within budget. Project deployment volume In addition to evaluating experience and expertise, customers should assess the number of weekly projects completed. This number will serve as a 8

11 valid indicator that they use a proven, effective Technology Rollout System capable of completing Minimized project costs and time large-scale, high-volume projects and have the Multiple services in fewer truck rolls. resources to accommodate increased project Technician redundancy and proximity to growth. nationwide and global site locations. Rapid delivery times ensure project completion Industry knowledge deadlines and emergency response Knowledge of the industry in which the technology requirements are met. rollout company operates is another critical factor Reduced customer project management in providing rapid nationwide and global rollout responsibilities allow customers to focus on services. Knowledge of solution providers' project what's important to them their business. requirements plus an understanding of circuits and Scalable and flexible to meet increasing networks provide additional evidence of the industry and customer project demands. company's capabilities. Equipment and technology independence ensures implementation of any solution (new or legacy) rapidly and efficiently. Financial strength and partnership wisdom Higher level of quality of service due to well- Understanding a technology rollout company's defined processes, procedures and methods. financial strength and partnership relationships Reduced risk of project complications by further aids a customer's selection process. working with a company that uses a proven Managing dozens to hundreds of local partners system. daily demonstrates advanced skills. The company should be experienced in the resolution of payment and job-related disputes as well as possess the financial responsibility to process timely payments to its partners. How the Ideal System Benefits Your Project It's about marrying efficiency with innovation and requiring managers to consider the following: cycle time and cost reduction, leveraging scale and scope, reduction of resources, partners as role models for change, and reduction of risk. - C.K. Prahalad & Venkatram Ramaswamy, Optimize The ideal Technology Rollout System discussed at length in this paper defines a unique industry service standard that sets companies that employ it apart from traditional, one-dimensional, technology-dependent service companies. It is detailed in the following diagram The list below summarizes the primary benefits of the ideal Technology Rollout System. 9

12 Technology Solution Ideal Technology Rollout System Part 1 Part 2 Part 3 Part 4 Centralized Single-Tier Process Structure Rollout Services Model Internal Resources Partnerships Technology Rollout Company Directly Manages Field Resources Streamlined Communication Project Tracking Risk Management Quality Assurance Project Management Circuits Equipment & Technology Cabling Site Surveys & Estimates Nationwide Warehousing 24/7 Maintenance Billing Solution Support Internal Operations Network Infrastructure Web-based Software Application(s) Training Company Culture Partnership Management Technician Redundancy ly Dispersed Nationwide & Globally Certified & Professional What You Should Know Before Making a Decision Assessing the capabilities of a technology rollout company is vital before awarding a nationwide or global project. Before making a decision on which technology rollout company to use for your critical project implementation needs, first find out does the company: Employ a comprehensive Technology Rollout System with defined Process Structure, Rollout Services Model, Internal Resources, and Partnerships? Utilize a particular type of Process Structure? If it is Centralized Single-Tier, does the company manage field technicians directly? (If not, then it is not a true Single-Tiered Process Structure.) If it is not Centralized Single-Tier, how will the company compensate for missing benefits, lower quality of service, and/or higher price? Have a verifiable level of expertise (years of operation, weekly project load, etc.) in rapidly deploying nationwide or global technology rollouts? O f f e r t r u e s i n g l e - p o i n t - o f - c o n t a c t communication or is it multi-point communication within a single environment? Have a record of establishing strong partnerships? (Having partnerships at every available geographic location helps minimize travel and response time, thus lowering costs.) Additional in-depth information about evaluating technology rollout companies effectively will be provided in upcoming issues within this series. 10

13 Conclusion About Concert Technologies For more information: Visit our website: tech.com Contact Dennis Mazaris, President: Write: Trade Center Place Suite 130 Dulles, VA References Customers can employ rapid, cost-effective, hands-free solutions for their large, complex technology rollouts. However in order to do so, Fischer, William A., Innovation: The Critical Path to they must realize that the rollout company they Success or Failure, Keeping up with the pace of choose has to offer more than just a single point of change, IMD, (April 2008). contact utilizing a software tracking system and contacts in various locations. Prahalad, C.K. & Ramaswamy, Venkatram, The Collaboration Continuum Understand the Full Tangible benefits come from experienced, expert Goals and Complexity of Collaboration Before rollout companies that offer a proven system of Moving Forward, Collaborative Strategies, processes and services that work in harmony to Optimize (November 2001). achieve the desired results. The ideal Technology Rollout System enables companies to minimize Wells, Isabel, et al, Ten Tips for Successfully project costs, ensure timely project completion, Implementing ITIL, CIO Update (October 5, 2005). and reduce customer management effort. This paper was authored by Dennis Mazaris, President and Founder of Concert Technologies, Inc. Since 1995, Concert Technologies has offered rapid delivery of multi-site, multi-service, multitechnology rollouts on both a national and global scale. Our Maestro Technology Rollout System, the world's first unified system, is based on the proven methodologies that span our extensive experience of providing professional rollout services. 11

14 Centralized Single-Tier Process Structure Centralized Multi-Tier Process Structure Customer Customer Technology Technology 1st Tier Field Technicians 2nd Tier 3rd Tier Field Technicians 12

15 Rent-a-Tech Process Structure Internal Employee Process Structure Customer Customer Internal Project Manager or Technology Rent-a-Tech Company Customer Customer Internal Project Manager or Technology Field Technicians Field Technicians Field Technicians Field Technicians Internal Field Technicians External Field Technicians 13

16 Hybrid Process Structures Geographical Centralized Multi-Tier Internal Employee/Rent-aTech Customer Customer Technology Customer Internal Project Manager Rent-a-Tech Company 1st Tier (West Coast) 1st Tier (Central) 1st Tier (East Coast) 2nd Tier (West Coast) 2nd Tier (Central) 2nd Tier (East Coast) Internal Field Technicians External Field Technicians Field Technicians (West Coast) Field Technicians (Central) Field Technicians (East Coast) 14