ROLL-OUT PROJECTS

Definition:

The replication and installation of exact copies of a proven system in multiple and separate sites over a pre-set period of time to an agreed budget.

Comment:

If all this were true it would be a simple task. In reality there are a host of variables which constantly change and affect both the time and costs. Many of these variables are not under direct control of the management team.

The support of roll-out by an external supplier should be the subject of a service contract and generally the criteria for success is defined in a Service Level Agreement. The sole purpose of an SLA is to allow both the customer and the supplier to define a contracted level of service. The SLA provides a mechanism and benchmark to measure the success or failure of the overall service and the various steps in the jointly agreed processes.

One of the greatest variables is time. Changes in the time scale impact most other areas. If the roll-out can be achieved in a very short time then there is less opportunity for failure. If the time span becomes protracted then the influence it has usually has more significance.

Some of the possible changes generated by the passage of time are:

A further variable is the technology itself. There is continuous and rapid development of new devices and system solutions available world-wide. Changes in Government legislation can also impact the availability and importation costs which can require the roll-out team to consider options other than the notionally accepted roll-out standard. In some countries, local customs and Customs require sensitive and careful handling.

In the case of multiple overseas implementations, the nature and standards associated with each site is a major variable. The flexibility and willingness of local management, facilities, agents and landlords can be put to a unique test. Information supplied to one person is invariably not shared with others who might contribute to the overall project success.

The solution:

A flexible framework must be provided which can yield to the pressures of inevitable change over time. For this purpose the WorkBook methodology has been designed and tested at various sites. It has been proved to be successful.

An essential component of the WorkBook approach is the Project Quality Plan and Quality Manual which further define how to manage and control various WorkBooks.

The Standard WorkBook

This defines in detail every step of all the work to be undertaken throughout the roll-out project. A procedure for every step is written and jointly agreed by the service provider (including all third parties) and the roll-out process owner. When agreed, these procedures and processes are "signed-off" and lodged as the accepted procedure in the Standard WorkBook.

Standard project wide procedures document such items as registration for Warranty and notification of asset information to the appropriate company personnel.

Through the passage of time, due to a multitude of external changes, most processes are liable to change and the procedures are either updated or replace. An example of the contents page of a Standard WorkBook is attached. The Standard WorkBook is under strict change control. Only one copy of the Standard WorkBook exists and it is lodged in the Project Library.

The Site Specific WorkBook

When the specific requirements of a site are known, then the appropriate sections required to build and supply the agreed services to that site are compiled in a Site Specific WorkBook.

Once the Site Specific WorkBook is agreed and "signed off" this provides the basis of the SLA by which the implementation of that site can be managed and measured.

Five copies of the Site Specific WorkBook are issued and maintained by the Project Librarian. They are:

As each stage of the roll-out is achieved, that stage is signed off in the Site Specific WorkBook.

When the site is finally completed, the Site Specific WorkBook is passed to the company support organisation as an accurate record and history of the roll-out to that site.  The Standard WorkBook contains all the details which are generic to the project. Listed below are its contents:

All surveys filed here

3.0 Cabling and Environment Install / test info plus how to manage network provider

4.0 Servers Config details

5.0 UPS Config details

6.0 Hubs Config details

7.0 Local Equipment Config details

8.0 Modems Config details

9.0 Miscellaneous Warranty info

PDI checks and unpacking instructions

DOA claims procedure

IP addressing info

10.0 Quality Change control for updates to WorkBooks

Quality Audit info

Problem reporting and escalation

Progress reporting

Site acceptance and handover

Page/Title

1.0 General help

2.0 Instructions and contents summary

3.0 User guide contents and abbreviations

4.1 Project background and description

5.1 Project reporting to HQ

5.2 Quality assurance and delivered quality audits

6.1 WorkBook documentation updates

6.2 Contact list

7.1 Problem handling

7.2 Problem handling

Process: