4 Critical Guidelines for Avoiding the Landmines of Working with Nationwide, Multi-site Technology Rollout Companies Dennis Mazaris, RCDD President & Founder, Concert Technologies
What You Will Learn Learn the key problems plaguing the nationwide & global technology rollout industry Understand the Technology Rollout System and its 4 parts How to effectively evaluate a Technology Rollout Company from both the customer and partner perspectives Survey of 345 Nationwide Contractors conducted March 2009
Definitions & Terminology Multi-site Technology Rollout Consists of (a) multiple sites (b) requiring technology services (c) implemented by onsite field technicians. Initiative to perform the same process across dozens, hundreds, or thousands of geographic locations over a defined period of time. End User Partner
Technology Rollout Company What a Technology Rollout Company is Core business is Multi-Site, Multi-Service, Multi- Technology Rollouts on a Nationwide (& Global) Scale What a Technology Rollout Company is Not Local Company that performs local work Solution Provider with core competencies other than Technology Rollouts for ITS Infrastructure
Technology Solution System Relationship Manufacturer/ Developer Define Requirements Technology Rollout Company End User/ Solution Provider Technology Solution System (Implementation)
The Technology Rollout System Formalized processes and methodologies for efficiently deploying technology nationwide and globally. Designed to meet project requirements in an ever-changing technology industry. Comprised of four key parts. Technology Rollout System Part 1 Part 2 Part 3 Part 4 Process Structure Rollout Services Model Internal Resources Partnerships
Technology Rollout Categories Category Timeframe Per Site Location 1 1 Day or Less (Short) 2 2-6 Days (Medium) 3 7+ Days (Long)
Scenario: System in Action Location Site Details Rollout Category Timeframe Work Details Project Details Demarc Extension Nationwide 1200 Sites 1 (20 jobs/day 100 jobs/wk) 3 months New WAN Installation T-1 Circuit Confirmation Equipment Installation Configuration & Logistics Category 1 Multiple Services Deployment Phase Only Each Site: World Unto Its Own One Day Execution There is No Tomorrow
The Problems
The Lure of the Elevator Sales Pitch 1. Single Point of Contact 2. Nationwide Partners 3. Software Application to Manage Rollout Survey Point #1 Potential for a Long-Term Relationship ranked number 1 for highest impact on contractors decision to perform work for a technology rollout company. Survey Point #2 80% of contractors surveyed stated that the Technology Rollout Companies contact them for work. Contractor: The Promise of The Dream Why? Because the company needs to complete the work We do a lot of jobs in your area or More jobs to come
Nationwide Rollout Problems Technology Rollout Companies with initial capabilities, but fail to deliver over life cycle of project 5, 10, 15, 20 /per day Technology Rollout Companies that cannot deliver at committed price Solution Providers without core capabilities imitating a Technology Rollout Company Lack of clear SOW (Statement of Work) Scope creep (Revisits) Trivialization or Improperly Engineered Billing issues Solution Providers with inadequate resources Unethical companies - CHURN and BURN Contractor Obligations (Technology Rollout Company s Responsibility)
Nationwide Rollout Problems: Unethical Company Research Survey Point #3 42% of contractors surveyed stated that they have not been paid for work performed for technology rollout companies.
The Results of the Problems Payment problems Pricing issues Individuals are fired Lawsuits No lawsuit, no payment Replacements Broken Contract Obligations Reputation, Reputation, Reputation Survey Point #4 36% of contractors surveyed stated that they did not take any action when they were unpaid by technology rollout companies for work performed.
Growth of the Problem Economic Impact Employees + Outsourcing = Rollout Companies Easier Field Installation = More Rollout Companies IP Technology Easy to Install & Expand Multi-technologies Circuit Importance Survey Point #5 62% of contractors surveyed stated that they have performed work for 3 or more Technology Rollout Companies in the past year.
The Answer to the Problem Your Guide
The Technology Rollout System Technology Rollout System Part 1 Part 2 Part 3 Part 4 Process Structure Rollout Services Model Internal Resources Partnerships Deployment Method Rollout Delivery Team Configuration Technician Communication Channel
Part 1: Process Structure Centralized Single-Tier Centralized Multi-Tier Rent-a-Tech Internal Employee Technology Rollout Company Technology Rollout Company 1 st Tier Subcontractor Internal Project Manager or Technology Rollout Company Internal Project Manager or Technology Rollout Company Criteria 2 nd Tier Subcontractor Rent-a-Tech Company Internal Local Field External Local Field Communication Speed/Accuracy Maximized Low High Medium Payment Speed High Low Medium High Labor Costs Minimized High Low High Manpower Redundancy High High Low Medium Accountability High Low Low High
Part 2: Rollout Services Model Provides Organizational Structure to Increase Efficiency Comprised of 9 Integrated Components
Part 2: Rollout Services Model Deployment Method Comparison Local Multi-Service Single-Service Multi-Resource Non-Local Service Hybrid Criteria Number of Truck Rolls/Dispatches Minimized High Minimized Medium Deployment Speed Maximized Low Low Medium Communication Speed/Accuracy High Low High Medium Labor Costs Minimized High High High Revisit Availability High High Low Medium
Part 3: Internal Resources Rollout Delivery Team Working within a System Project Manager Single Point of Contact for Project Facilitator Manages, Single Point of Contact for Partner Program Manager Oversees Project & Guarantees Quality Assurance Warehouse Manager Supervises Equipment Deployment & Logistics Technology Manager Manages Web-based Software Application Partnership Manager Manages Partner Recruitment and Quality Network Operations, Training, Company Culture Web-based Software Application Rollout Delivery Team Job Functions Program Manager Project Manager Warehouse Manager Technology Manager Partnership Manager Project Facilitator Deployment & Logistics Web-based Software App Partner Quality & Recruitment
Part 3: Rollout Delivery Team Configuration Comparison Unified Resource Limited Resource Dedicated Resource Non-unified Resource Tech. Rollout Company Tech. Rollout Company Tech. Rollout Company Tech. Rollout Company Program Manager Program Manager Program Manager Supervisor Project Manager Project Facilitators (Pool) Project Manager/ Facilitator Dedicated Project Facilitator Project Manager Dedicated Project Facilitator Project Manager Project Facilitators (Pool) Criteria Techs Techs Scalability High Low Medium Medium Communication Speed/Accuracy Quality Assurance Manpower Redundancy High Low Medium Medium High Low High Low High Low Low Low
Part 4: Partnerships Types of Partnerships Company Individual Staffing Firm GAP Criteria Company Individual Staffing Firm Business License & Insurance Yes?????? Equipment Provided Yes?????? Manpower Redundancy High None Medium Rollout Categories All Limited Limited to Category 2 and 3 Core Business is Field Installations Yes??? No
Part 4: Technician Communication Channel Comparison Direct Tech Indirect Tech Single Technician Hybrid Technology Rollout Company Technology Rollout Company Technology Rollout Company Technology Rollout Company Partner Companies Partner Companies Partner Companies West Coast Criteria Monitor/Control Deliverables Communication Speed/Accuracy High Low High Medium High Low High Medium Quality Assurance High Low High Medium Manpower Redundancy Single Local Field Technician West Coast High High Low Medium Accountability High Medium High Medium Single Local Field Tech East Coast
Summary
Overview Determine if the deployment company utilizes a defined Technology Rollout System. Examine the 4 Guidelines utilized in the Technology Rollout System: Process Structure Deployment Method Rollout Delivery Team Configuration Technician Communication Channel
Ideal Scenario Option Centralized Single-Tier Process Structure Local Multi-Service Deployment Method Unified Resource Rollout Delivery Team Configuration Direct Tech Communication Channel Technology Rollout Company Program Manager Technology Rollout Company Project Manager Technology Rollout Company Partner Companies Project Facilitators (Pool)
Resources White Paper Series Series: A Guide to Selecting the Right Technology Rollout Company for Your Project Dennis Mazaris, RCDD President & Founder, Concert Technologies dmazaris@concerttech.com 703.796.5526 (direct line)