CONCERT. technologies. Nationwide Rollout and Global Technology Deployment Internal Resources Requirements

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1 CONCERT technologies Nationwide Rollout and Global Technology Deployment Internal Resources Requirements 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your A Concert Technologies White Paper

2 Executive Summary Table of Contents p. 1 About this White Paper Series Introduction p. 2 p. 2 Internal Resources Overview The Rollout Delivery Team p. 3 p. 3 Internal Utilization of the Web-based Software Application Scenario: Internal Resources in Action Rollout Delivery Team Configuration Comparison p. 4 p. 4 p. 7 The Rollout Phases p. 10 Conclusion About Concert Technologies p. 11 p. 12 References Diagrams p. 12 p. 13 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your

3 Executive Summary Nationwide rollouts and global technology deployments are complex projects that require expert management of people and technology. A project s success is as dependent on the internal resources that deploy it as the technology installed. An inexperienced Facilitator or overburdened can easily become overwhelmed -- which can cause massive repercussions that inevitably translate to increased costs or delayed implementation for your project. As the third in our series, this paper continues the effort of providing information that enables you to evaluate a deployment company and its Technology Rollout System intelligently so that you can realize the most cost-effective and timeefficient project deployment. What are Internal Resources? Internal Resources consist of both the human and the technological elements that work in harmony to accelerate deployment times and enhance the efficiency of any nationwide or global rollout. This paper explains: The Role of Internal Resources. Examine the importance of Internal Resources and the part they play in the evaluation of a Technology Rollout System. Rollout Delivery Team Job Functions. Discover which job functions are critical to deployment efficiency. The Ideal Rollout Delivery Team Configuration. Learn which Rollout Delivery Team Configuration expedites deployment processes and guarantees measurable quality. What Are the Benefits of Experienced Internal Resources? When experienced people and well-established technologies are part of a proven Technology Rollout System, the benefits include: Lower project costs Accelerated implementation time Enhanced communication flow Reduced customer management effort Improved scalability and flexibility Guaranteed quality Process Structure Technology Rollout System Rollout Services Model Internal Resources Partnerships 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 1

4 About This White Paper Series In our first two white papers in this series, we explained the Technology Rollout System and its first two parts, the Process Structure and Rollout Services Model. This third white paper examines the critical role of a technology rollout company s Internal Resources for your nationwide rollout and global deployment projects. For the purposes of this paper, the following definitions are used: 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. Additional terminology definitions (such as Rollout Categories) are defined in the first white paper in this series. Note: While the information presented in this paper is applicable to all Rollout Categories, it primarily focuses on Category 1 Rollouts (work at each site consists of one day or less). Additionally, this paper assumes that the previously established ideal parts of the Technology Rollout System are utilized: Centralized Single-Tier Process Structure Rollout Services Model employing the Local Multi-Service Deployment Method To download any of our White Papers, visit us online at: Introduction Greatness has as much to do with organizational processes and structures as with staff talent. Effective organizations amplify the talents and capabilities of individuals and teams, while ineffective organizations mute them. - Jordan, Tom, Building a Process-Savvy Organization Quality Internal Resources are invaluable to multi-site nationwide or global rollouts. These resources are defined as the technology rollout company s human and technological elements. They must work synergistically in order to provide effective rollout services. Internal Resources are the third component of the Technology Rollout System and are described in detail in the following pages. Process Structure Technology Rollout System Rollout Services Model Internal Resources Rollout Delivery Team Configuration Partnerships How This Information Benefits You Minimize project costs and time by understanding how a deployment company s Internal Resources affect the speed and efficiency of your technology rollout. Establish criteria for the Rollout Delivery Team by examining the critical jobs involved in managing deployment services. Determine the right Rollout Delivery Team Configuration for you by understanding the key advantages and disadvantages of various configurations. 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 2

5 Internal Resources Overview The technology rollout company s Internal Resources consist of people, internal operations, network infrastructure, software, training and company culture. Quality resources can yield customer benefits such as real-time project status reports, minimized administrative time and costs, and convenient asset management and recovery. While there are numerous possible variations within the Internal Resources function that impact important areas (such as scalability, employee training, network and software backup and redundancy, and disaster recovery contingency plans), this paper will focus on summarizing the Internal Resources basic workflow as performed by the Rollout Delivery Team. The Rollout Delivery Team A deficient or ineffective management team can be more harmful to the integrity of your business than a computer virus. - Allbusiness.com, create a Winning Management Team A well-qualified Rollout Delivery Team working within a system of methodologies is critical to the success of a nationwide or global multi-site technology rollout. Originally described in our first white paper as part of the Management component of the Rollout Services Model, the experienced people on this team manage the rollout processes that can make or break your project. Because the Internal Resources can vary from company to company, the following information provides an overview of the Rollout Delivery Team and the essential roles relating to the execution of the project. For example, billing management is a considerable aspect of any nationwide or global technology rollout, but is not included as part of the Rollout Delivery Team. The Critical Job Roles of the Rollout Delivery Team The following roles are necessary to provide the most efficient and cost-effective deployment services available. Though the actual titles of these key roles may differ depending on a company s internal naming conventions, the critical role they serve should be the same. Program The Program has direct project knowledge and provides overall support and quality assurance to each assigned project. The Program oversees projects to ensure they are completed to the customer s specifications. This position also guarantees a consistent level of expertise and speed for all projects. The serves as the customer s single point of contact and manages all aspects of the rollout -- from interaction with the customer to management of the Facilitators. There should be multiple s within a given rollout company s configuration. This position should report to the Program. Facilitator Facilitators manage all aspects of the local site resources including scheduling, onsite job performance assurance, communication with each site s point of contact and interfacing with material management. There should be multiple Facilitators within a given rollout company s configuration. This position should report to the (s). Warehouse The Warehouse, supported by the warehouse team, is responsible for managing all equipment, materials and services required for each rollout including 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 3

6 shipping, SLA warehousing requirements and configuration. A technology rollout company may elect to provide a separate operations unit for configuration services. The Warehouse should report to the Program. Technology The Technology, with the support of their technology team, provides management functions for the Web-based Software Application and electronic transfer of customer data. This position should report to the Program. Partnership The Partnership with support of the partnership team is responsible for the recruitment and quality of the partners utilized by the technology rollout company. This person should report to the Program or. The s goal is to free the customer from having to deal with project field operations and allow the customer to stay focused on core project duties. With this well-defined set of team roles, the customer can do it all by communicating solely with the. All other deployment specifics, activities and communications are carried out by the technology rollout company (unless the customer wishes otherwise). Internal Utilization of the Web-based Software Application The Web-Based Software Application was originally described in the first white paper in this series. Though it alone is not sufficient to manage a technology rollout, it does play a critical role in supporting implementation. A technology rollout company s core business is deploying multi-site rollouts on a daily basis. The Web-Based Software Application is a valuable tool to maintain a well-organized workflow and rapidly generate project reports. For the purposes of this paper, we assume that this Application is well-established, proven and able to meet customer requirements. Scenario: Internal Resources in Action Consider how Internal Resources operate in the following scenario. Scenario Overview The following scenario is used throughout this white paper series as an example to provide continuity in our explanation of the Technology Rollout System and the deployment company that employs it on a nationwide and global scale. The scenario accommodates a 5-day work week with a schedule of completing 25 sites per day or 125 sites per week for a 12-week period. Rollout Customer Location Site Details Category Timeframe Nationwide 1500 Sites 1 3 Months Details New WAN Installation Work Details Demarc Extension T-1 Circuit Testing Equipment Installation Configuration and Shipping 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 4

7 The following analysis explains how each role of the Delivery Team Rollout serves a critical function in the implementation of the technology rollout detailed above. It also examines the importance of the Web-based Software Application. Components Program Facilitator Warehouse Scenario Analysis Description As a high level observer, the Program ensures that all project requirements are met and resolves any issues beyond the job scope of the. Without this Role Quality assurance of the project is not guaranteed by an individual outside of the immediate day-to-day activities. In addition, customers would not be able to escalate any issues beyond their to a person knowledgeable of the project. Serving as the customer s single point of contact, the ensures that all 1500 sites are serviced in the same experienced manner. They interact regularly with the customer to ensure every aspect of the project is on schedule. Without this Role A rollout project would suffer in all areas including efficiency, communication, and designated areas of responsibility. The Facilitators schedule and directly manage the field technicians and coordinate efforts with site contacts for each of the 1500 locations. They communicate (via the Web-Based Software Application in addition to direct contact) all aspects of project details to the to ensure complete knowledge of the customer s rollout progress. Without this Role The would have to divide their responsibilities between overseeing the customer s project, interacting with the customer directly, and managing and scheduling each technician leading to overburdened resources, which affects project success rates and overall quality. Working directly with s and Facilitators as necessary, the Warehouse and supporting staff ensure that all materials and equipment for each project are configured and shipped on time to the correct location. Without this Role A or Facilitator would need to assume these responsibilities, or equipment and materials would need to be outsourced to a third-party vendor, thus raising project costs and complicating coordination of the project. 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 5

8 Technology Partnership Web-based Software Application The Technology ensures performance relating to the Web-Based Software Application and conversion/transfer of data. Without this Role Without a dedicated technology individual, the risk of an issue arising and not being immediately rectified is greatly increased which could affect the customer s and rollout company s ability to retrieve and manage project information. The Partnership guarantees partnership quality and recruitment. They ensure redundancy and minimize the risk of technician no-shows. Without this Role Without a Partnership, redundancy of technicians would not be guaranteed and the responsibility for recruiting and engaging new technicians in the event of noshows would fall on the Facilitator or. This leads to divided job functions that impact project speed and success. The Web-Based Software Application provides project details to the customer, including status updates for each of the 1500 site locations and the workflow process performed by the Rollout Delivery Team. Without this Application The would have to update project status and alerts manually (typically with spreadsheets). This could compromise the quality of communication, project details could be missed and the customer might not receive accurate and on-time reports of project progress. The Rollout Delivery Team would be inundated with information that would be unrecorded which would severely compromise documentation, thus impacting the entire project. Scenario Summary A unified and systematic approach to Internal Resources yields benefits that include: Reduced Costs and Time Requirements - all required job roles are present within the technology rollout company with defined areas of responsibility. Maximized Efficiency & Streamlined Communication - each job role has a defined purpose and contributes to the overall management and information flow. Highest Level of Customer Service - a serves as the customer s single point of contact for the deployment of their project, thus allowing the customer to focus on thier core capabilities. Quality Assurance from a Program who is knowledgeable of your project. 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 6

9 Rollout Delivery Team Configuration Comparison Critical Success Factors...enthusiasm and capabilities of deployment coordinators - Mark Honecker, OPNAV Innovative Processes & Tools There are various ways a technology rollout company can deliver your project out into the field, but all Rollout Delivery Team Configurations must be able to transfer each of the components from the Rollout Services Model to the designated areas of responsibility within the deployment company. Note: If a rollout company does not have a Program,, Facilitators, Warehouse, Technology and Partnership on the project, the company s capabilities are limited. These positions are critical to rollout success. Additionally, note that the actual number of s, Facilitators, and other positions may vary from those indicated in the Rollout Delivery Team Configuration Diagrams. What are the Rollout Delivery Team Configurations? 1. Unified Resource (see diagram) The Rollout Delivery Team consists of a, pool of Facilitators, Program, Warehouse, Technology and Partnership. The can utilize a pool of Facilitators as needed including using Dedicated Facilitators depending on project requirements. 2. Limited Resource (see diagram) When any critical job roles are unfulfilled, the Rollout Delivery Team Configuration is considered to be limited. The chart below indicates the impact of not having a Facilitator(s) present. 3. Dedicated Resource (see diagram) The Rollout Delivery Team consists of a, Dedicated Facilitator, Program, Warehouse, Technology and Partnership. The Facilitator may be dedicated by region, account or other means. 4. Non-unified Resource (see diagram) The Rollout Delivery Team s job roles are fulfilled by individuals whose primary responsibilities are outside of the rollout project. In the following chart, the Rollout Delivery Team consists of a, pool of Facilitators, Supervisor, Warehouse, Technology and Partnership. The Supervisor serves as the direct report of the, but the Supervisor s primary role (i.e., marketing) is not related to the rollout project. 5. Hybrid (see diagram) A combination of Rollout Delivery Team Configurations may exist with associated advantages and disadvantages. 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 7

10 Criteria Efficiency of Communication Flow Scalability Quality Assurance Ability to Utilize Multiple Facilitators Facilitator Redundancy Rollout Delivery Team Configuration Comparison Unified Resource Maximized because the critical job roles are fulfilled Maximized ability to meet growing workload requirements due to s utilization of additional Facilitators as needed Ensured by Program Maximized through the pooling configuration Multiple Facilitators within pool allow for maximized redundancy Limited Resource Inadequate because the critical job functions of both and Facilitator are incorporated into one position Meeting growing project requirements is restricted due to already overburdened responsibilities of / Facilitator Ensured by Program None -- s job role includes Facilitator duties No redundancy due to integration of and Facilitator duties into one job role Dedicated Resource May be compromised if Dedicated Facilitator becomes overburdened Meeting growing project requirements is limited due to inability to utilize additional Facilitators as needed Ensured by Program Limited in part due to Facilitators dedicated in specific areas Limited due to specified Facilitators dedicated (regionally, by account, etc.) to each Non-unified Resource May be limited because the critical job role of Program is only partially filled by Supervisor Meeting growing project requirements is limited due to inability to utilize additional Facilitators as needed No guarantee due to Supervisor s primary job functions falling outside of project quality assurance Maximized through the pooling configuration Multiple Facilitators within pool allow for maximized redundancy 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 8

11 Escalation Ability Quality of Customer Service Available through Program Maximized because s can focus on customer needs and desires Available through Program Quality will suffer since / Facilitator will be overburdened by project responsibilities Available through Program Quality may suffer because Facilitators in specific regions may have overburdened responsibilities depending on volume Limited due to Supervisor s primary duties being outside of rollout projects Limited due to Supervisor s primary duties being outside of rollout projects Rollout Delivery Team Configuration Summary As demonstrated in the table above, the advantages of the Unified Resource approach greatly outweigh those offered by other Rollout Delivery Team Configurations. Ideal Rollout Delivery Team Configuration: Unified Resource The Unified Resource Rollout Delivery Team Configuration maximizes deployment efficiency in terms of cost and time as well as provides enhanced communication flow to meet all customer specifications. 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 9

12 The Rollout Phases Good plans shape good decisions. That s why good planning helps to make elusive dreams come true. - Lester R. Bittel, The Nine Master Keys of Management The following overview of the four Rollout Phases is based on the Internal Resources in Action scenario already discussed and explains how Internal Resources are utilized within each phase: Planning Phase Scheduling Phase Deployment Phase Close-out Phase Phase: Planning Any deployment starts with a Master Rollout Analysis which includes determining project requirements through discussions with the customer. The initial project plan and schedule is determined and often includes: Clarifying all required Rollout Services Model components Completing all required Component Templates Examining and defining all rollout reports and measurables Determining the requirements for a postproject performance matrix Additionally, the following should be completed during the Planning Phase: Input: All project information is gathered from the Master Rollout Analysis and entered into the Web-Based Software Application for tracking and workflow. This enables the Rollout Delivery Team to be flexible and quickly support any changes that occur throughout the project life cycle. Phase: Scheduling Once all jobs are reviewed and dispersed to Facilitators, scheduling of times and technicians can occur. This includes phone surveys and requirements-gathering for warehouse personnel if applicable to the project. During this period and throughout the rest of the project, customers should be able to review project details (dates, outstanding issues, etc.) of each site via the Web-Based Software Application. Phase: Deployment In this phase, all management and deployment requirements are met, including: Configuration and shipping of any required equipment by the Warehouse Staff to local resources Confirmation of technicians prior to site arrival Management, monitoring and support of technicians by Facilitators Circuit testing (if applicable) from the equipment through the newly installed demarc extension and to the carrier s network Equipment installation and testing Quality assurance Audits, including documentation 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 10

13 Site Close-outs During multi-site technology rollouts, work at each site location is started and completed throughout the entire Deployment Phase. Each site close-out requires these steps: All site requirements are met and confirmed by the onsite technician(s) and reported to the Facilitator before technician departure from the location The Facilitator evaluates the work and technician performance The site is marked completed and all appropriate information is recorded in the Web-based Software Application Phase: Close-out When all work for the rollout has been completed at every site location, the Program reviews the performance matrix with the to ensure all criteria were met by the Rollout Delivery Team and discusses results and lessons learned with the customer. Billing The Billing Department provides quality assurance for each completed order based on the requirements set in the billing component template and consolidates all invoices before submitting them to the customer. Although for the purposes of this paper the focus is primarily on the field aspect, billing is a considerable part of the rollout process and should be properly assessed as part of the evaluation criteria. Maintenance In addition to future maintenance needs, the technology rollout company may be employed to provide redundancy for SLA requirements at specific sites. Conclusion By employing a Unified Resource Rollout Delivery Team Configuration, the technology rollout company can confidently provide flexibility, scalability and quality assurance for each rollout project. The Unified Resource Rollout Delivery Team Configuration is made up of proven professionals: The Program, who is familiar with the details of every rollout project, oversees quality assurance and handles any concerns beyond the scope of the. The has the necessary support of Facilitators, warehouse personnel and technology staff to effectively provide rollout services. The Pool of Facilitators allows for deployment volume increases versus other configurations that do not provide growth support. The Warehouse ensures that all rollout materials and equipment for each site are delivered on schedule and meet all necessary specifications. The Technology accommodates the customer s data transfer requirements and supports the Web-Based Software Application utilized for the workflow process. The Partnership guarantees the quality and redundancy of all partnerships utilized by the technology rollout company. Internal Resources are vital to technology deployments on a nationwide and global scale. An integrated and unified approach ensures that each rollout is completed as efficiently as possible. 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 11

14 Understanding how Internal Resources work within the entire Technology Rollout System enables you to make better decisions about employing the right deployment company for your project. About Concert Technologies 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, multi-technology 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. For more information: Visit our website: Contact Dennis Mazaris, President & RCDD: dmazaris@concerttech.com Write: Trade Center Place Suite 130 Dulles, VA References AllBusiness.com, Create a Winning Management Team. Bittel, Lester R. (1972), The Nine Master Keys of Management, McGraw-Hill Honecker, Mark, OPNAV Innovative Processes & Tools, Web Deployment Plan, PowerPoint Presentation. Jordan, Tom, Building a Process-Savvy Organization: Measuring and Improving your Organization s Capacity to Design, Implement, and Manage Effective IT Processes Amplifies Your Staff s Talents, EDUCAUSE, EQ THE IT PRACTITIONER S JOURNAL 30(1) (2007). 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 12

15 Unified Resource Rollout Delivery Team Configuration Technology Rollout Company Web-based Software Application Program Customer Warehouse Partnership Technology Facilitators (pool) Local Field Technicians Return to Rollout Delivery Team Configurations 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 13

16 Limited Resource Rollout Delivery Team Configuration Technology Rollout Company Web-based Software Application Program Customer Customer s / Facilitator / Facilitator Warehouse Partnership Technology Local Field Technicians Return to Rollout Delivery Team Configurations 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 14

17 Dedicated Resource Rollout Delivery Team Configuration Technology Rollout Company Web-based Software Application Program Customer Customer s Warehouse Partnership Technology Dedicated Facilitator Dedicated Facilitator Local Field Technicians Local Field Technicians Return to Rollout Delivery Team Configurations 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 15

18 Non-unified Resource Rollout Delivery Team Configuration Technology Rollout Company Web-based Software Application Supervisor Customer Customer s Warehouse Partnership Technology Facilitators (pool) Local Field Technicians Return to Rollout Delivery Team Configurations 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 16

19 Hybrid Rollout Delivery Team Configuration Technology Rollout Company Web-based Software Application Program Customer Customer s / Facilitator (West Coast) Facilitators (Central) Customer s / Facilitator (West Coast) Warehouse Partnership Technology Local Field Technicians Return to Rollout Delivery Team Configurations 3rd of 4 in the Series A Guide to Selecting the Right Technology Rollout Company for Your 17