lower project costs and time of technology rollouts white paper

8/14/2019 Lower Project Costs and Time of Technology Rollouts White Paper

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Lower Project Costs & Time ofTechnology Rollouts

1st of 4 in the SeriesA Guide to Selecting the Right TechnologyRol lout Company for Your Project

A Concert Technologies White Paper


2/161st in the Series A Guide to Selecting the Right Technology Rollout Company for Your Project

Table of ContentsExecutive 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. 3The 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

Diagrams p.12

References p.11



EXECUTIVE SUMMARY What Are the Benefits of the IdealUnified Technology Rollout System?

What Is the Ideal Technology RolloutSystem?

This paper explains a Technology Rollout System,how it lowers costs and saves time without An experienced company implementing the idealcompromising quality, and provides essential Technology Rollout System can achieve rolloutsquestions to ask any technology rollout company. across the broadest geographies with speed,

efficiency, and quality. Among its key advantages:Suppose you have a legacy enterprise networkthat connects many offices nationwide or globally Saves project costsand you want to install new, standardized circuits Saves timeand equipment in all of them. You can't rely on a Cuts project management requirements fortechnology rollout company that only offers a the customersingle point of contact, Web-based management Scalablesoftware, and local contacts. The project rollout is

Flexiblesimply too complex and the snafu potential too Independent of equipment and technologyhigh. Success requires a proven network of Yields higher quality of serviceprocesses and services that work togethersmoothly and effectively. It also requires acompany with in-depth, industry-wide expertise. ATechnology Rollout System embodies thesecritical qualities. Without a proven TechnologyRollout System, you run a high risk of projectcomplications that result in increased costs,missed deadlines, and an overwhelming burdenon internal resources.

The ideal Technology Rollout System enablesrapid rollouts of multi-technology, multi-service,multi-site on a nationwide and global scale. It hasfour key parts:

Centralized Single-Tier Structure. Thecompany manages field technicians directly.Proven, Universal Model. The model has ahistory of success and works acrossindividual rollout technologies.Internal Resources. The company has deepexpertise, experience and infrastructure.Broad Network of Partnerships. Thecompany has technicians near every site towork swiftly and efficiently and minimize therisk of no-shows and inexperienced techs. Runtime 5:18

Process StructureComparison Video

Rollout

Services

Model

Technology Rollout System

ProcessStructure

PartnershipsInternal

Resources
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Introduction Defining the Relationship of Technology - Solution - System

- Isabel Wells, CIO Update

How This Information Benefits You

1.

2.

To succeed on the implementation journey, yourroadmap and plan need to be realistic, achievableand grounded in practical experience.

Implementing nationwide and global technologyrollouts requires the in-depth knowledge andexpertise of an experienced technology rolloutcompany. Today, technology rollout companiescommonly provide the same elevator sales pitch

The rapid deployment of multi-technology, that touts a single point of contact, field resourcesmulti-service, multi-site field rollouts requires well- across multiple locations, and a Web-baseddefined processes, robust management skills, and software application to manage projects.a unique understanding of how to get the job done.This paper will assist in understanding the many However, in successful rapid nationwide andvariables and establish what the customer should

global technology rollouts, there is a distinctexpect from a technology rollout company difference between these one-dimensionalproviding nationwide and global services. It will systems and companies that employ a definedexplore the ideal unified Technology Rollout Technology Rollout System that is capable ofSystem and bring to light the issues that can only meeting aggressive goals. But first, it is importantbe resolved by employing a multi-dimensional to understand how the System fits into thesystem for complex nationwide and global technology and solution relationship.technology rollouts. Due to the complexity oftechnology rollouts, this will be the first in a series The relationship between technology, solutions,of topics that will each address a critical aspect of and a system is often confusing due to the lack ofnationwide and global rollout services. defined areas of responsibility. From a nationwide

and global deployment perspective, thisrelationship is defined in the following way:

Minimize project costs and time byunderstanding how a Technology RolloutSystem is applied on a nationwide or globallevel and how it can affect your budget, service,and selection process.Establish an accurate view of projectexpectations including costs and time bylearning how to categorize your rollout.Decide the right system for your rollout byunderstanding how to identify and evaluate atechnology rollout company's systemcapabilities.Improve customer satisfaction by executing a Technology is the driving force for the Solution.project from start to finish with a proven, It can be comprised of various new or legacyefficient Technology Rollout System. equipment and sets the stage for what type of

Solution will be designed.

The Solution answers the technologyrequirements. It defines the project requirementsand sets the stage for the implementationphase the System.

21st in the Series A Guide to Selecting the Right Technology Rollout Company for Your Project

Technology

Solution

System

(Implementation)


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3.

Defining a Technology RolloutSystem

What is a Technology Rollout?

The System is the processes, services,resources, and relationships required toimplement the Solution. It provides the map to

deliver the Solution to every site with speed andhighest quality of service.

The rollout services industry typically wrapssystem (implementation phase) into the Solutiondefinition. However, we believe the System'simplementation of the Solution is of criticalimportance and has its own key role in the overallproject. If the proper System is not in place todeliver the technology rollout services, fluidity andefficiency will be lacking.

The System/implementation phase is the areaToday's Technology Rollout System is a

providing the potential for gains in rollout speedcomprehensive, multi-technology, multi-service,

and quality, and so deserves special attention.multi-site system designed to meet varyingproject requirements in an ever-changingtelecommunications industry. It is comprised offour parts: Process Structure, Rollout ServicesModel, Internal Resources, and Partnerships.

Terms:

Technology RolloutConsists of (a) multiple sites (b) requiringtechnology services (c) implemented by onsitefield technicians.

CustomerThe organization or individual that engages thetechnology rollout company.

A Technology RolloutSystem is supported by the Process Structure.Technology Rollout CategoriesThis structure defines the processes formanagement of each technology rollout via

By understanding rollout categories and their Internal Resources and Partnerships. Thisspecific requirements, the customer will be betterincludes the Software Application that providesable to explain the level of service required to theweb-based services for customer projects.technology rollout company. The three technology

rollout categories are outlined below, numbered inThe Rollout Servicesorder of duration and relevance to nationwide or

Model is comprised of integrated multi-serviceglobal rollout services.components that are implemented through theProcess Structure. It is designed to meet andNote that a single project can consist of multipleexceed the reliability and flexibility needs ofcategories. Example: Total project scope consiststoday's rollout requirements.of 350 Category 1 rollout sites, 5 Category 2 rollout

sites, and 1 Category 3 rollout site.The internal resources

support a Technology Rollout System and includethe internal operations, network infrastructure,

Process Structure:

Rollout Services Model:

Internal Resources:


Technology Rollout System(Implementation)

Technology Solution

RolloutServicesModel

Part 2

ProcessStructure

Part 1

Partnerships

Part 4

InternalResources

Part 3

Category Work Intensityper Site

Location

Timeframe perSite Location

Examples ofWork Required

1 Short 1 Day or Less1 Demarc Extension

and Router Install

2 Medium 2-6 Days20 Category 6 Cables

and 5 VoIP Phones

3 Long 7+ Days30 Access Points and Category 5e

Cables for Warehouse WiFi Network

Technology Rollout Categories


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system applications, training, and company rollout services. Thus the need for a well-defined,culture necessary to complete multi-technology, proven Technology Rollout System, whichmulti-service, multi-site field rollouts on time and includes a Software Application as part of its

within budget. process structure, capable of the growth andexpansion required to meet the ever-changing

Partner relationships are a needs of today's technology rollouts.critical piece of a Technology Rollout System. Withmultiple local resources located nationwide orglobally, a Technology Rollout System ensuresthat all site locations are serviced in a timely andefficient manner.

The rapid deployment of multi-technology,When employed by a capable rollout company,multi-service, multi-site field rollouts acrossthis integrated System enables the company tonationwide and global environments requires amanage all implementation services at peak

defined Process Structure as well as a uniqueefficiency, which translates to lower costs and time understanding of how to get the job done. Variouswhile providing high levels of service.Process Structures are employed by technologyrollout companies to facilitate the management ofmulti-site nationwide and global projects. Theprimary Process Structures and their advantagesare explained below. Refer to the Process

Web-based Software Applications are proficient at Structure diagrams for additional information.capturing processes, documenting work, andproviding 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.defined and capable of efficiently leveraging all The customer uses a technology rolloutavailable resources to provide benefits such as company that directly manages field techniciansproject flexibility. A single Web-based Software through a direct partnership.Application falls short in this regard.

2.Example Scenario: If a customer averages 300 The customer uses a technology rollouttechnology rollouts per week (Category 1), how company that dhires subcontractors in a tiereddoes the technology ro l lout company hierarchy to manage field technicians.accommodate an increased scale of 600 rolloutsper week without decreasing quality of service? 3.

The customer or technology rollout companyAnswer: The rollout company relies on its Internal uses a Rent-a-Tech company in a sharedResources and Partnerships that support its management effort of field technicians.defined Process Structure in order to escalatecapabilities. With its primary purpose to provide 4.easily accessed services for customers (such as The customer or technology rollout companyreporting and project documentation), a Web- uses internal employees for project managementbased Software Application cannot account for and field technicians. In Internal Employeechanges in project scope, scale, or address Process Structures, additional external local fieldadvanced customer needs. It serves as a support technicians are likely to be required due to thetool, not as a viable replacement for the System number of sites and costs associated withitself.

employing sufficient internal field technicians tohandle nationwide or global rollouts.A Web-based Software Application alone will notsuffice as the company's sole 'system' of providing

System Part 1Process Structure

The Role of the Web-based SoftwareApplication

Partnerships:

Centralized Single-Tier

Centralized Multi-Tier

Rent-a-Tech

Internal Employee

(see diagram)

(see diagram)

(see diagram)

(see diagram)



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5. Hybrid communications means a single individual withA number of variations of the four basic structures which the customer interacts. However, it is criticalmay 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 Needsindividual structure basis. or Employee Absence.

Single Point of Contact vs. Multi-Point of Comparison Scenario: Process StructuresContact in Action

The meaning of Single Point of Contact may vary The following information compares the pros andwithin a given process structure. It can be used in a cons of each of the primary Process Structures.misleading manner to describe the interactionbetween the customer and multiple individualswithin a single company. This is accuratelydescribed as Multi-Point of Contact within a single

Runtime 5:18environment. True Single Point of Contact

Additional Structures: (see diagram)

Process Structure

Comparison Video


CentralizedSingle-Tier

CentralizedMulti-Tier

Rent-A-Tech InternalEmployee

Responsibility Technology RolloutCompany

Shifts AmongMulti-Tiered Vendors

Customer or TechnologyRollout Company


RiskManagement

Technology RolloutCompany

Technology Rollout Companyand/or Multi-Tiered Vendors



Site Call Back

Timeframe

Minimized Short to Medium Medium to High Short to High

Technician NoShows

Seldom Occurrence due toTechnician Redundancy

Moderate Risk due to TieredCommunication Layers

Responsible for

Replacement

Customer or Technology RolloutCompany

Responsible for

Replacement

Customer or Technology RolloutCompany

Site LiabilityIssues

Immediate Rectification Time-consuming due toMultiple Parties Involved

Time-consuming; RequiredInvolvement of Customer or

Technology Rollout Company

Time-consuming; RequiredInvolvement of Customer or


Labor Costs Minimized Typically Higher due toMultiple Vendors

Difficult to Calculate (PMInvolvement Resources

Required, Time, etc.)

, Difficult to Calculate, (PMInvolvement Resources

Required, Time, etc.)

Communication Timely & Accurate Risk of Delayed andInaccurate Communications

Dependent on Customer orTechnology Rollout Company

Internal Communication

Dependent on Customer orTechnology Rollout Company

Internal Communication

Project Tracking Full Accountability byTech. Rollout Co.

Shared AccountabilityAcross Multi-tiered Vendors

Full Accountability byCustomer or Technology

Rollout Company

Full Accountability byCustomer or Technology

Rollout Company

Process Structure Comparison Analysis

Comparison Scenario

Location Site Details Rollout Category Customer Timeframe

Work Details AdditionalInformation

Nationwide 1500 sites 1 3 Months Demarc Extensionwith Router Install

Tech. Rollout Co.Experienced & Pro.

Criteria
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& Technology component determines the detailsComparison Scenario Summaryand requirements for the methodology andBased on the comparisons above, the Centralizedadditional model components needed for aSingle-Tier Process Structure provides superior

particular rollout. The components are:benefits and highest quality of service whenemployed as part of a Technology Rollout System.

In order to deliver technology rollouts rapidly with aIdeal Process Structure: Centralized Single-Tiersingle point of contact, experienced projectmanagement is crucial. The ideal ProjectKey BenefitsManagement component incorporates threeDefined project implementation responsibilityprimary roles:by technology rollout company

Minimized project costsProgram Manager: This position oversees allHighest quality of serviceprograms, project managers, and providesTechnician redundancy that ensures project

quality assurance.completionProject Manager: This is the customer's singleTimely and accurate communicationpoint of contact from the initial meeting throughProject tracking accountability and growththe completion of the project.capabilitiesProject Facilitator: The Project Facilitator is fullyHighest quality of techniciansresponsible for all aspects of day-to-day deliveryof rollout services including scheduling andcoordination of all local and internal resources.

Traditional service models are dependent onindividual technology and equipment services.

However, to maximize efficiency and speed oflarge-scale rollouts, technology rollout companiesshould have a proven Rollout Services Model thatis technology independent and universallyadaptable. Such a Rollout Services Model enablesrapid, nationwide rollout services that include theplanning, management, and implementation of all Additional project management services can benecessary activities and processes. It allows for incorporated into individual components (i.e.,the use of one model with a single set of processes Warehouse Management, Billing Management).for the entire project.

Project Tracking: Under the Project Management

component, real-time project status and updatesModel Components are provided via an interactive Web-based portalThe Rollout Services Model is comprised of ninethat allows the customer to create online orders,components, which are integrated by the Projectview site history, and track the project.Management component. The Equipment

1.

System Part 2The Rollout Services Model

Project Management

Warehouse Manager: This position supervisesequipment deployment and logistics.

Technology Manager: The Technology

Manager manages the Web-based SoftwareApplication and provides support functions.

Partnership Manager: This role manages therecruitment and quality of the technologyrollout company's partnerships.


CentralizedMulti-Tier

Rent-A-Tech InternalEmployee

ProjectCapabilities

Technology RolloutCompany Shifts AmongMulti-Tiered Vendors Customer or TechnologyRollout Company Customer or TechnologyRollout Company

Billing Technology RolloutCompany

Technology Rollout Companyand/or Multi-Tiered Vendors



Logistics &Configuration

Minimized Short to Medium Medium to High Short to High

Criteria


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Master Rollout AnalysisEvery component in the Rollout Services Modelhas an individual set of processes. Each of these In order to estimate project requirements

processes are detailed in a Component Template. accurately, site surveys are essential inTemplates can be combined to customize the determining job scope and equipment. There areservices required for each unique rollout project. two types of surveys, phone and onsite, used to

determine the requirements for each site.Component Templates: Each component haspre-defined templates that work in conjunctionwith one another to provide modularity. Thisenables the rollout company, during the analysis Robust Logistics & Configuration and Assetphase, to propose specific project requirements Management capabilities enable technologyand necessary services in a relatively short time. rollout companies to meet rapid rollout schedules

and Service Level Agreements (SLA). Companies

The proposed Component Templates and pricing must have a sufficient number of nationwideare incorporated into a Master Rollout Analysis equipment depots in order to provide thethat determines all project requirements. The equipment and materials onsite within establishedanalysis also evaluates the project for any timeframes. Additionally, they should havechange management that must occur before the experience in the areas of inventory management,rollout processes begin and defines the post- staging, equipment configuration, testing, kitting,rollout matrix needed to gauge performance. rack/stack, return services, logistics and

purchasing.

Connecting a business's network to the rest of theworld, the circuit is crucial to business operations. A technology rollout company must be able to

Accordingly, a technology rollout company should provide 24-hour support anytime, anywhere.be fully experienced with circuit installation and Capabilities should include response speed andtesting. Additionally, the company should have accuracy combined with service experience thatestablished relationships with carriers and ILECs includes: immediate issue ticketing, site historyin order to accelerate circuit delivery. and circuit/equipment ID checks, real-time email

and website status alerts, dispatching of certifiedlocal technicians, and nationwide equipment

While many tradit ional technology rollout distribution.companies specialize in specific equipment, theRollout Services Model is universal. It can be appliedto all voice, video, security and data equipment/ A project with multiple technicians working across

technology. Thus, a company employing the Rollout multiple site locations generates multiple bills.Services Model is not limited. It can provide With the Rollout Services Model, the technologyservices such as installations, configuration, rollout company provides a single consolidated billdecommissioning, maintenance, and servicing for delivered within days of job completion in theany type of equipment and technology. customer's chosen format.

Cabling adds complexity to rollouts. Whether the The Solution Support Component is an integralneed is for cabling inside or outside the plant, part of the relationship between the Solution and aor cabling through limited pathways, a technology Technology Rollout System which implements thatrollout 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 supporttesting, cable management and electrical cabling elements for the customer that add the value of thewhen required. technology rollout company's expertise and

flexibility to the solution being implemented.

5.

6.

2.7.

3.

8.

4. 9.

Site Surveys & Estimates

Logistics & Configuration and AssetManagement

24/7 Maintenance

Equipment & Technology

Billing

Cabling Solution Support

Circuits



10/16


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valid indicator that they use a proven, effectiveTechnology Rollout System capable of completing Minimized project costs and timelarge-scale, high-volume projects and have the Multiple services in fewer truck rolls.

resources to accommodate increased project Technician redundancy and proximity togrowth. nationwide and global site locations.

Rapid delivery times ensure project completiondeadlines and emergency response

Knowledge of the industry in which the technology requirements are met.rollout company operates is another critical factor Reduced customer project managementin providing rapid nationwide and global rollout responsibilities allow customers to focus onservices. Knowledge of solution providers' project what's important to them their business.requirements plus an understanding of circuits and Scalable and flexible to meet increasingnetworks provide additional evidence of the industry and customer project demands.company's capabilities. Equipment and technology independence

ensures implementation of any solution (new orlegacy) rapidly and efficiently.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 byfurther aids a customer's selection process. working with a company that uses a provenManaging dozens to hundreds of local partners system.daily demonstrates advanced skills. The companyshould be experienced in the resolution ofpayment and job-related disputes as well aspossess the financial responsibility to process

timely payments to its partners.

The ideal Technology Rollout System discussed atlength in this paper defines a unique industryservice standard that sets companies that employit apart from traditional, one-dimensional,technology-dependent service companies. It isdetailed in the following diagram

The list below summarizes the primary benefits ofthe ideal Technology Rollout System.

How the Ideal System Benefits YourProject

- C.K. Prahalad & Venkatram Ramaswamy,Optimize

Industry knowledge

Financial strength and partnership wisdom

It's about marrying efficiency with innovation andrequiring managers to consider the following:cycle time and cost reduction, leveraging scaleand scope, reduction of resources, partners as

role models for change, and reduction of risk.



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Ideal Technology Rollout System

Technology Solution

RolloutServices

Model

Part 2


ProcessStructure

Part 1

Partnerships

Part 4

Internal

Resources

Part 3

Technology RolloutCompany DirectlyManages FieldResourcesStreamlinedCommunicationProject TrackingRisk ManagementQuality Assurance

Project ManagementCircuitsEquipment &TechnologyCablingSite Surveys &EstimatesLogistics &Configuration24/7 MaintenanceBilling

Solution Support

Internal OperationsNetwork InfrastructureWeb-basedSoftware Application(s)TrainingCompany Culture

PartnershipManagementTechnicianRedundancyLocally DispersedNationwide & GloballyCertified &Professional

What You Should Know Before Makinga Decision

company compensate for missing benefits,lower quality of service, and/or higher price?Have a verifiable level of expertise (years ofoperation, weekly project load, etc.) in rapidly

Assessing the capabilities of a technology rollout deploying nationwide or global technologycompany is vital before awarding a nationwide or rollouts?

global project. Before making a decision on which 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 ttechnology rollout company to use for your critical communica t ion o r i s i t mu l t i -po in tproject implementation needs, first find out does communication within a single environment?the company: Have a record of establishing strong

partnerships? (Having partnerships at everyEmploy a comprehensive Technology Rollout available geographic location helps minimizeSystem with defined Process Structure, Rollout travel and response time, thus lowering costs.)Services Model, Internal Resources, andPartnerships? Additional in-depth information about evaluatingUtilize a particular type of Process Structure? technology rollout companies effectively will beIf it is Centralized Single-Tier, does the company provided in upcoming issues within this series.manage field technicians directly? (If not, then itis not a true Single-Tiered Process Structure.)If it is not Centralized Single-Tier, how will the




Conclusion References

About Concert Technologies

Fischer, William A., Innovation: The Critical Path to

Customers can employ rapid, cost-effective, Success or Failure, Keeping up with the pace ofhands-free solutions for their large, complexchange, IMD, (April 2008).technology rollouts. However in order to do so,

they must realize that the rollout company theyPrahalad, C.K. & Ramaswamy, Venkatram, Thechoose has to offer more than just a single point ofCollaboration Continuum Understand the Fullcontact utilizing a software tracking system andGoals and Complexity of Collaboration Beforecontacts in various locations.Moving Forward, Collaborative Strategies,Optimize (November 2001).Tangible benefits come from experienced, expert

rollout companies that offer a proven system ofWells, Isabel, et al, Ten Tips for Successfullyprocesses and services that work in harmony toImplementing ITIL, CIO Update (October 5, 2005).

achieve the desired results. The ideal TechnologyRollout System enables companies to minimizeproject costs, ensure timely project completion,and reduce customer management effort.

This paper was authored by Dennis Mazaris,President and Founder of Concert Technologies,Inc. Since 1995, Concert Technologies has offeredrapid delivery of multi-site, multi-service, multi-technology rollouts on both a national and globalscale. Our Maestro Technology Rollout System,the world's first unified system, is based on theproven methodologies that span our extensiveexperience of providing professional rolloutservices.

For more information:Visit our website:Contact Dennis Mazaris, President:

www.concert .comtech

[email protected]



Centralized Single-TierProcess Structure

Centralized Multi-TierProcess Structure

Customer

TechnologyRollout Company

1st TierSubcontractor

2nd TierSubcontractor

3rd TierSubcontractor

LocalField Technicians

Customer





Rent-a-TechProcess Structure

Internal EmployeeProcess Structure

LocalField

Technicians

Customer

Customer Internal Project Manager orTechnology Rollout Company

InternalLocal FieldTechnicians

ExternalLocal FieldTechnicians

LocalField

Technicians

Customer

Customer InternalProject Manager or


Rent-a-TechCompany

LocalField

Technicians

LocalField

Technicians


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HybridProcess Structures

Geographical Centralized Multi-Tier Internal Employee/Rent-aTech

1st TierSubcontractor(West Coast)

2nd TierSubcontractor(West Coast)


(West Coast)

Customer


1st TierSubcontractor(Central)

1st TierSubcontractor(East Coast)

2nd TierSubcontractor

(Central)

2nd TierSubcontractor(East Coast)


(Central)


(East Coast)

Customer

Customer InternalProject Manager

Rent-a-TechCompany

InternalLocal FieldTechnicians

ExternalLocal FieldTechnicians

lower project costs and time of technology rollouts white paper

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