Transcript APC PPT template

=S= Data Center Solutions Team NA
Order Management – Data Center Projects
Project Coordination - NA
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Welcome and Objectives
At the end of this webinar the participant will be able to:
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Define the Order Management Process for Projects
Describe the roles & responsibilities of Project Coordination
Understand where to get product & solution lead-time information
Understand response times across the order management process
Describe the escalation path for urgent support
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Program Agenda
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Organizational Structure (NAM)
Roles & Responsibilities (Statement of Work)
Order Management Process Flow
Order Management Response Time
Lead-time Information
Escalation Path Matrix
Continuous Improvement
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Project Coordination - NA
Kathryn Jawharjian
Project Coordination
Manager NAM
Kimberlee Fallone
Team Leader WK
Donald Cerullo
Project Coordinator
Robert Russell
Project Coordinator
Jonathon
DeAngelis
Project Coordinator
Kyle Hedges
Project Coordinator
Peter Godfray
Project Coordinator
Kent Baton
Project Coordinator
Judy Geissler
Project Coordinator
Mark Thomas
Project Coordinator
Jean Kulasewski
Project Coordinator
Todd Gagne
Project Coordinator
Kelly Hall
Project Coordinator
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Bryan Edenbach
Project Coordinator
Nancy Lain
Team Leader CM
Mike Gullinger
Project Coordinator
Francis Quan
Project Coordinator
Louis Bui
Project Coordinator
Jignesh Patel
Project Coordinator
Project Coordination Statement of Work
● 1.0 Summary
● Single point of contact for non-managed projects for internal and external
stakeholders (sales, resellers, customers, purchasing, reps, etc)
● Responsible for a project from PO receipt through Start up and issue resolution for
Projects that do not have an APC Certified Project Manager assigned.
● 2.0 Scope of Responsibility
● Resolve Booking issues
● Work with Assigned Point of Contact to confirm Requested Onsite Date, ship to
address, contact information
● Welcome E-mail with Promise Ship date and start up documentation to Bill to
Customer, End user and Key Stakeholders
● Work with Planning and purchasing to ensure ship dates are met
● Set Promise Ship date
● Proactive calls with Sales, Partner & Customer before ship & during implementation
● Maintain contact with Assigned Point of Contact to ensure any changes are confirmed
● Follow up on daily issues
● Work with logistics on shipment
● Confirm delivery
● Arrange Service Scheduling (WK only, CM in future)
Project Coordinators do
● RMA follow up and issue resolution
NOT coordinate the
● Close Project via Phone call and Email confirmation
project On-Site
● Single POC for “Pull-In” requests.
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Project Coordination – Process Flow
“Projects” Order Management Process Flow (PO Receipt through Project Close)
Purchase order
Order
Project Roster
received
Acknowledgment & Team Call
PO rec’d via
purchaseorders
@apcc.com
Order
Acknowledge
E-mail
Orders routed to
PC In WK or CM
depending on
Product
PC receives PO
and performs
validation
PC initiates
order escalation
to appropriate
parties
PC works
with Sales
and Partner
to establish
Project
Roster
Project
Timeline
Logistics
PC confirms
w/ planning
and mfg for
promise ship
dates; sends
Welcome
e-mail
Confirm
shipping/site
requirements
Ensures order
ships to the
customer
Service
Requirements
PC assists w/
service
scheduling
and
expectations
Project
Close
Closing
phone call
Closing
e-mail
PC initiates
contact w/
appropriate
parties
*Phone calls to be returned same business
day
*E-mail responses within 8 Business Hours
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“Projects” Order Management Response Times (West Kingston & Costa Mesa)
APC Brand Solution
(West Kingston)
PO received through
Purchase Orders
Database
MGE Brand Solution
(Costa Mesa)
Order
Acknowledgement
Email
(8 business hrs.)
Order
Acknowledgement
Email
(8 business hrs.)
PC initiates order
escalation to
appropriate parties
( < 16 business hrs)
PC initiates order
escalation to
appropriate parties
( <16 business hrs.)
PC conducts opening
call with ISR/Partner
PC conducts opening
call with ISR/Partner
(Builds Project Team
Roster)
(Builds Project Team
Roster)
Welcome email sent
to appropriate parties
with Confirmed
Promise Ship Date
Order Sign off
(< 16 business hrs.)
Initial PSD based off
Leadtime provided
( < 16 business hrs.)
*Phone calls to be returned same business
day
*E-mail responses 24 hours
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Confirmed PSD
(< 1 week Standard
Product )
(< 4 weeks Custom
Product )
Lead-times and Oracle Simplification
● Leadtimes can be found using the following link
http://cst.apcc.com/actions/viewPage.cfm?pageid=73
● If you require confirmed lead-times and promise ship dates please
contact your PC for the project.
● CM live on Oracle March 1st. Current process requires minimum of 4
steps of verification
● Coming soon…. CM products will be released on the Designer to allow for
simplification of the order entry and Project Coordination process out of CM
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Project Coordination - Escalation Path
Project Coordination- Escalation for Basic & Enhanced Order Types
Sequence
Contact
Position
Office
Blackberry
1st Project Coordinatore of record
Project Coordinator
See PWB
APCC Address Book
2nd
Kimberlee Fallone
Team Leader WK
(401) 789-5735 x5460
(401)-854-6709
2nd
Nancy Lain
Team Leader CM
714.513.7326
N/A
3rd
Kay Jawharjian
Project Coordination Manager (401) 789-5735 x5948
(401) 662-5998
4th
Jason Juley
Project Execution Director (401) 789-5735 x2148
(401) 578-6593
Email
APCC Address Book
[email protected]
[email protected]
[email protected]
[email protected]
NOTE: From June 5th through September 8th. Please contact Jason Juley
for 3rd and 4th level escalations after escalation to Project Coordinator and
Team Leader
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Projects Order Management - Improvement Activities
● Process backlog of order Post E3 Oracle transition  Complete
● Simplify the order entry process from 4 steps to 1  Active
● Re-organize PC regions to leverage existing resource and best serve
sales/customers Complete
● New Project Team Roster (includes Elite Partners)  Complete
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Summary
● Project Coordination is the Single POC for all Project Orders that do
NOT include a Project Manager as a “value added service”
● Project Coordination – coordinates all activities remotely and NOT onsite.
● Project Coordination now works hand in hand with sales (ISR’s) by
development of a “Project Team Roster” that includes appropriate key
stakeholders who receive all project updates including attendance to
proactive calls through-out the project as appropriate.
● Costa Mesa response times differ from Costa Mesa due to “Just in
Time” factory build model.
● Costa Mesa Order Entry process being compressed from 4 steps to 1
through release of new MGE Configurator and Design Tools.
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