Internet Technology And Software Information

What You Need to Know about Your Technology Rollout Company’s Internal Resources
Technology

Each company’s internal organization may differ, but when it comes to multi-site technology rollouts on a nationwide or global scale, there are key job responsibilities to be examined that apply across the board for the Rollout Delivery Team.

6 Key Job Functions of the Rollout Delivery Team
The most important aspect of Internal Resources from a rollout success standpoint is the Rollout Delivery Team Configuration. And that configuration should be made up of the following job roles:

Program Manager
 Project Manager
Project Facilitator
 Warehouse Manager
Technology Manager
Partnership Manager

Though not included as part of the Rollout Delivery Team, the Web-based Software Application should not be overlooked as a valuable asset to rollout success!

Also, though the specific titles may differ from company to company, the key job functions and specific duties should be the same. For details on these key job roles, please refer to our upcoming white paper, Nationwide Rollout and Global Technology Deployment Internal Resources Requirements.

The 5 Rollout Delivery Team Configurations
As previously mentioned, the job functions above are not the only important aspect of the technology rollout company’s Internal Resources. Their configuration as part of the Rollout Delivery Team defines the interaction and project flow from start to finish.

There are 5 types of Rollout Delivery Team Configurations:

Unified Resource 
The Rollout Delivery Team consists of a Project Manager, Pool of Project Facilitators, Program Manager, Warehouse Manager, Technology Manager and Partnership Manager. The Project Manager can utilize Project Facilitators as needed including using Dedicated Project Facilitators depending on project requirements.

Limited Resource 
The Rollout Delivery Team consists of a Project Manager who also assumes the duties of the Project Facilitator. Any or all of the roles of Program Manager, Warehouse Manager, Technology Manager and Partnership Manager may be missing or combined in this configuration which causes even further limitation of resources.

Dedicated Resource 
The Rollout Delivery Team consists of a Project Manager, Dedicated Project Facilitator, Program Manager, Warehouse Manager, Technology Manager and Partnership Manager.

Non-unified Resource 
The Rollout Delivery Team consists of a Project Manager, Dedicated Project Facilitator, Supervisor, Warehouse Manager, Technology Manager and Partnership Manager. The Supervisor serves as the direct report of the Project Manager, but their primary job role consists of other functions outside of rollout project QA.

Hybrid 
A combination of the Rollout Delivery Team Configurations may exist with associated advantages and disadvantages.

Which Rollout Delivery Team Configuration is Right for You?

There are advantages to each of the Rollout Delivery Team Configurations listed above, however let’s examine the Unified Resource Configuration and how it compares to the others.

There are significant differences that spark the benefits of the Unified Resource Delivery Team Configuration. For one, it efficiently leverages each position within the Rollout Delivery Team. The Project Manager serves as the customer’s point of contact and thus relays all relevant information to the Project Facilitators, who manage the field technicians. This allows for each role of Manager and Facilitator to concentrate on and specialize in specific duties. Without these job distinctions, you run the risk of overburdening your resources with responsibilities that span multiple job roles (i.e., Limited Resource Configuration).

In terms of Project Facilitators, the Unified Resource Rollout Delivery Team Configuration utilizes a pool in which additional Facilitators can be used as needed for a specific rollout. This allows for flexibility and scalability as additional projects are taken on by the technology rollout company. What this means for you is that your project won’t suffer in quality or importance as would be the case with Dedicated or Non-unified Resource Configurations!

My last point is the importance of a dedicated Program Manager who oversees your rollout to ensure quality and success. If there are any issues that arise outside the scope of your individual Project Manager, the Program Manager is there to ensure quick and effective rectification. You can’t ask for much more than that! This scenario would not be the case with a Supervisor such as in the Non-unified Resource Configuration.

Benefits of the Unified Resource Rollout Delivery Team Configuration:

To review, the Unified Resource Rollout Delivery Team Configuration provides the following benefits:

 Enhanced Efficiency of Communication Flow
Scalability and Manpower Redundancy through the ability to utilize multiple Project Facilitators
Quality Assurance provided by a dedicated Program Manager
Escalation of Priority Issues through a clearly defined management channe

Conclusion
In multi-site technology rollouts, it is important to remember the human aspect. These are the people who are performing the functions to make the deployment of technology a success.

So for your next technology rollout, be sure that your Rollout Delivery Team has the following:

 6 Key Job Functions: Program Manager, Project Manager, Project Facilitator,       Warehouse Manager, Technology Manager, Partnership Manager
 Unified Resource Rollout Delivery Team Configuration

The Facts about Multi-site Technology Rollouts
Technology

Circuits play an extremely important role in business networks. With industry trends continuing to migrate more and more towards IP-based networks, the importance of the outside connection to the world is greater than ever. And the circuit is the gatekeeper of that connection!

Think of it this way. If there is a problem with the circuit, then the entire site’s connection to everything outside of the location is gone in a flash! That means the loss of money, time and business production until that circuit is working again.

When that happens, how important is the circuit then? And more importantly how important is the technology rollout company’s expertise and ability to test and service the issue at the site level?

3 Key Aspects of Circuit Services

Speaking the Language
Circuit Testing
Monitored Onsite Technicians

1. Speaking the language
FOC date. MPOE. Hard loop. Soft loop. DSX. These are just a few of the terms used when communicating with Carriers, LECs and ISPs. Without this knowledge, it would be like an American in Paris ordering dinner from a waiter who only understands minimal English. It takes you longer to order, you run a high risk of not getting what you asked for and you still have to communicate with them to get your check. Plus don’t forget the tip!

My point is this: if your technology rollout company cannot speak the “circuit language” and effectively communicate to their circuit counterpart, it will ultimately affect the speed of your rollout.

A simple test is to ask your technology rollout company if they know what the following terms mean: B8ZS, ESF or PVCs. Be sure to time them and make sure they aren’t simply Googling it!

2. Circuit Testing Services
Circuits are delivered daily by the gazillions (okay, maybe not quite that many, but there are a lot!). Because of this, occasionally the circuit is “blind accepted” which means that verification of the circuit at the time of install was not completed, but rather was still accepted as not to disrupt the circuit rollout schedule. Thus, when something goes wrong at the time of equipment installation at the site, it can affect your rollout schedule. Not to mention all the finger pointing that occurs to determine whose problem it is. Think of the wasted time that could be used to actually fix the problem!

An experienced technology rollout company has a full suite of circuit testing services and proper equipment readily available. This allows the deployment company to work with the Carriers and LECs to ensure that once their services for the site are complete (whether it be equipment installation, a demarc extension, or other related work), the technology rollout company can then test the circuit all the way through to ensure that everything is working properly.

You’d also be surprised at how often technicians spend time trying to resolve a circuit issue at the end of a demarc extension rather than at the building’s Demarc (demarcation point). Thus, a key to testing a circuit when issues arise is to always go directly to the circuit’s Demarc and test at this point which eliminates all other onsite cabling and equipment issue possibilities. This procedure should be instituted for each site deployment on your rollout schedule.

3. Monitored Onsite Technicians
In order to test the circuit and provide immediate issue rectification, you have to have experienced onsite technicians available to do it. But what is experience? A doctor may be an experienced surgeon, but has not performed a particular procedure. In those cases, what does she do? The answer is simple: she consults with an expert in the procedure and/or has a knowledgeable assistant to help with the operation.

It is the same with onsite rollout technicians. It is simply unrealistic when performing hundreds or thousands of site jobs to expect all technicians employed to know every aspect of the requirements – whether they include installing a specific piece of equipment or performing circuit testing. Each site is a world unto itself and comes with its own unique requirements for project success. Thus, the expertise of the technology rollout company comes into play and accounts for any unexpected issues (think Murphy’s Law!) that may occur during a multi-site nationwide technology rollout.

I have mentioned this in the past and will continue to emphasize it until every man, woman, and child can recite it from heart: the technology rollout company must directly monitor each technician at every site in order to provide sufficient support and guarantee quality assurance. This is called the Direct Tech Communication Channel and it is the most efficient way for the deployment company to ensure the success of your technology rollout.

Conclusion
As it becomes easier to install IP technology in the field, the ability for multiple services to be deployed in a single or minimized number of truck rolls increases as it relates to less than one day deployments (Category 1). And as I’ve stated in the past, fewer truck rolls means lower project costs for you!

Thus, having onsite technicians that are available to not only install equipment, but provide testing and provisioning services for circuits on the site level becomes of even greater importance.

So the next time you’re looking to employ a technology rollout company for your multi-site technology rollout, be sure to check that they have:

Experience with Carriers, LECs and ISPs and can speak the “circuit language”
A full suite of circuit testing services
Direct monitoring capabilities of all onsite field technicians

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What does a NASCAR Pit Crew have to do with Multi-Site Technology Rollouts?
Technology

A NASCAR car traveling at 100 miles per hour will travel 150 feet per second. During a ten-second pit stop, all of that car’s competitors will gain one-quarter mile over the stopped car. With this in mind, the pit crew must have set processes and methodologies that allow for their success. These carefully developed processes were most important at last year’s Daytona 500 where the average speed was 137.284 mph, the margin of victory was only .119 seconds and there were an astonishing 52 lead changes.

Good Morning America did a TV segment illustrating the relation of a pit crew to efficient business models and building a successful team. Just like a pit crew is responsible for the rapid time in and out of the pit stop, so is your rollout delivery team for getting each site completed on an accelerated schedule.

Does the technology rollout company you’re engaging have metrics to evaluate their rollout delivery team for meeting accelerated site schedule dates, tech arrival times, performance on site and other project objectives for your technology rollout success?

Strategy
The overall goal of a NASCAR racing team is for the team’s car to take first place. The team must work efficiently and with processes in place to increase the speed and handling of the race car to allow for the car to perform at its best. This is analogous to a technology rollout company with the overall goal to deploy technology across multiple sites rapidly and efficiently. It is essential that the technology rollout company has experienced resources at the sites and the ability to manage and disseminate site requirement changes with little to no advanced notice. This information must be quickly and accurately relayed to all appropriate parties to accelerate or maintain the rollout schedule of each site

Multiple Services Performed
During a scheduled pit stop, the pit crew performs a multi-service operation as swiftly and efficiently as possible. The car is refueled, the tires changed, debris is removed from the radiator air intakes, the windshield is cleaned and many other services are performed as issues arise. In order to be the most effective team possible, the pit crew maintains a training schedule comparable to that of a professional athlete, even in NASCAR’s offseason.

To compare, the technology rollout company must have the resources and experience for accelerated multi-service technology deployments. Their processes and methodologies must be scalable enough to have the ability to deploy the multiple technologies necessary to minimize truck rolls and complete the project across all sites with less time and impact to the end user’s schedule.

The goal of both the pit crew and the technology rollout company is to utilize a business model that includes a system of processes and methodologies to minimize each site’s time by increasing efficiency to accelerate your project schedule successfully.

Does your technology rollout company have the processes and models in place to run your technology rollout as smoothly as a well-oiled machine?

What are Some Issues to Watch for Before and After the Deployment Phase of my Technology Rollout?
Technology

While it is easy to look at the actual deployment of a technology solution as the main focal point for evaluating a technology rollout company, there actually four rollout phases to be aware of. These four phases include planning, scheduling, deployment and project close-out.

In each of these phases, there are items to consider in order to fully evaluate a technology rollout company’s capabilities.

Additional Issues to Watch for
Three primary issues to consider that come into play before or after the Deployment Phase of a technology rollout are listed below. While there are always additional items of consideration, these are some of the most critical that can have a devastating impact on your project deadline and budget.

Lack of Defined Scope of Work
A clear Scope of Work (SOW) is crucial to ensuring that all project requirements for the entire deployment are defined. It is a check-and-balance for all work that is performed as well as keeps everyone involved in the know about what is both expected and required for a successful technology rollout. Not having a defined SOW, which should be spearheaded by the technology rollout company, is a warning sign that the rollout is headed for major problems.

Pricing
Pricing can be the subject of great dispute. All too often, a technology rollout company will price services through a “low bid”, but what the customer rarely finds until too late are the hidden costs associated with a technology rollout. Large scale rollouts require management, internal resources, partnerships, and many other aspects that must be considered by a technology rollout company before engaging in nationwide or global deployments. Thus, having a transparent pricing structure with all items listed and defined is necessary to ensure that the customer knows what the “real’ pricing will be.

Billing
One of the most often overlooked aspects of a technology rollout, Billing accounts for a large part of the partner relationship. A technology rollout company must have a Billing component as part of its Rollout Services Model in order to ensure that all parties are paid correctly and efficiently. Without this part, you may find (either as a customer or end user) that you must dedicate resources to rectify the issues associated with work performed at your (or your customer’s) site location.

What Type of Technician Communication Channel Will Increase Transparency and Mitigate Security Risks of your Technology Rollout?
Technology

While the Partnerships define the relationship between the technology rollout company and its field force, the Technician Communication Channel determines the actual interaction between the technology rollout company and its field technicians.

Understanding the Technician Communication Channel
There are 4 primary Technician Communication Channels used in the deployment of technology solutions. By identifying and understanding each one, you will be better equipped to ensure that you select the most efficient option for your technology rollout.

Direct Tech Communication Channel
The Technology Rollout Company engages the local partner company but directly manages the field technicians or supervisor at each site location.

Indirect Tech Communication Channel
The Technology Rollout Company allows the local partner company to communicate directly with each field technician. The local partner company communicates with the Technology Rollout Company upon site completion and/or for support.

Single Tech Communication Channel
The Technology Rollout Company does not use companies as partners and instead opts to partner with each technician directly.

Hybrid Tech Communication Channels
A combination of the Technician Communication Channels may exist with associated advantages and disadvantages.

Comparing the Technician Communication Channels
Each Technician Communication Channel has pros and cons. Utilizing the Direct Tech Communication Channel helps maximize rollout efficiency and ensures quality at each site, making it the ideal technician communication channel in most instances. The Indirect Tech Communication Channel is not as efficient, as the onsite technicians are managed by partners and is therefore, not the ideal technician communication channel. The Single Tech Communication Channel lacks technician redundancy and scalability which can prove to be a downfall to the technology rollout project.

Evaluating the Technician Communication Channel
In order to fully evaluate a technology rollout company, you must understand their Technician Communication Channel as part of the overall partnership structures as these are the individuals who are entering each site location.

What is the quality assurance policy of the technology rollout company’s partnerships and their onsite technicians?

What are the measures in place for technician redundancy?

Who is responsible for the technicians at each site?

The Ideal Communication Channel

As presented in this article, partnering with local technician companies and utilizing the Direct Tech Communication Channel helps maximize rollout efficiency and ensure quality at each site. Understanding this information will help decision makers evaluate the business processes that a Technology Rollout Company has in place and ultimately its ability to deliver rapid, quality deployments on a nationwide or global scale.