Lower Project Costs & Time of

Technology Rollouts
1st of 4 in the Series
“A Guide to Selecting the Right Technology
Rollout Company for Your Project”

A Concert Technologies White Paper

 Table of Contents
Executive 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. 3

The 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

References p.11

Diagrams p.12

1st in the Series “A Guide to Selecting the Right Technology Rollout Company for Your Project”
EXECUTIVE SUMMARY What Are the Benefits of the Ideal
Unified Technology Rollout System?
This paper explains a Technology Rollout System,
how it lowers costs and saves time without An experienced company implementing the ideal
compromising quality, and provides essential Technology Rollout System can achieve rollouts
questions 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 network
that connects many offices nationwide or globally • Saves project costs
and you want to install new, standardized circuits • Saves time
and equipment in all of them. You can't rely on a • Cuts project management requirements for
technology rollout company that only offers a the customer
single point of contact, Web-based management • Scalable
software, and local contacts. The project rollout is • Flexible
simply too complex and the snafu potential too • Independent of equipment and technology
high. Success requires a proven network of • Yields higher quality of service
processes and services that work together
smoothly and effectively. It also requires a
company with in-depth, industry-wide expertise. A Technology Rollout System
Technology Rollout System embodies these
critical qualities. Without a proven Technology
Rollout System, you run a high risk of project
complications that result in increased costs,
missed deadlines, and an overwhelming burden Rollout
Process Internal
on internal resources. Structure
Services
Resources
Partnerships
Model

What Is the Ideal Technology Rollout

System?
The ideal Technology Rollout System enables
rapid rollouts of multi-technology, multi-service,
multi-site on a nationwide and global scale. It has
four key parts:

• Centralized Single-Tier Structure. The

company manages field technicians directly.
• Proven, Universal Model. The model has a
history of success and works across
individual rollout technologies.
• Internal Resources. The company has deep
expertise, experience and infrastructure.
• Broad Network of Partnerships. The
company has technicians near every site to Process Structure
work swiftly and efficiently and minimize the Comparison Video
risk of no-shows and inexperienced techs. Runtime 5:18

1st in the Series “A Guide to Selecting the Right Technology Rollout Company for Your Project” 1
Introduction
“To succeed on the implementation journey, your
roadmap and plan need to be realistic, achievable
and grounded in practical experience.”
- Isabel Wells, CIO Update
The rapid deployment of multi-technology,
multi-service, multi-site field rollouts requires well-
defined processes, robust management skills, and
a unique understanding of how to get the job done.
This paper will assist in understanding the many
variables and establish what the customer should
expect from a technology rollout company
providing nationwide and global services. It will
explore the ideal unified Technology Rollout
System and bring to light the issues that can only
be resolved by employing a multi-dimensional
system for complex nationwide and global
technology rollouts. Due to the complexity of
technology rollouts, this will be the first in a series
of topics that will each address a critical aspect of
nationwide and global rollout services.
How This Information Benefits You
• Minimize project costs and time by
understanding how a Technology Rollout
System is applied on a nationwide or global
level and how it can affect your budget, service,
and selection process.
• Establish an accurate view of project
expectations including costs and time by
learning how to categorize your rollout.
• Decide the right system for your rollout by
understanding how to identify and evaluate a
technology rollout company's system
capabilities.
• Improve customer satisfaction by executing a
project from start to finish with a proven,
efficient Technology Rollout System.
1st in the Series “A Guide to Selecting the Right Technology Rollout Company for Your Project”
Defining the Relationship of
Technology - Solution - System
Implementing nationwide and global technology
rollouts requires the in-depth knowledge and
expertise of an experienced technology rollout
company. Today, technology rollout companies
commonly provide the same elevator sales pitch
that touts a single point of contact, field resources
across multiple locations, and a Web-based
software application to manage projects.
However, in successful rapid nationwide and
global technology rollouts, there is a distinct
difference between these one-dimensional
“systems” and companies that employ a defined
Technology Rollout System that is capable of
meeting aggressive goals. But first, it is important
to understand how the System fits into the
technology and solution relationship.
The relationship between technology, solutions,
and a system is often confusing due to the lack of
defined areas of responsibility. From a nationwide
and global deployment perspective, this
relationship is defined in the following way:
Technology
Solution
System
(Implementation)
1. Technology is the driving force for the Solution.
It can be comprised of various new or legacy
equipment and sets the stage for what type of
Solution will be designed.
2. The Solution answers the technology
requirements. It defines the project requirements
and sets the stage for the implementation
phase – the System.
2
3. The System is the processes, services, Technology Rollout Categories
resources, and relationships required to Category Work Intensity Timeframe per Examples of
implement the Solution. It provides the map to per Site Site Location Work Required
Location
deliver the Solution to every site with speed and
1 Demarc Extension
highest quality of service. 1 Short 1 Day or Less and Router Install

20 Category 6 Cables
The rollout services industry typically wraps 2 Medium 2-6 Days and 5 VoIP Phones
“system” (implementation phase) into the Solution
definition. However, we believe the System's 30 Access Points and Category 5e
3 Long 7+ Days Cables for Warehouse WiFi Network
implementation of the Solution is of critical
importance and has its own key role in the overall
project. If the proper System is not in place to
deliver the technology rollout services, fluidity and Defining a Technology Rollout
efficiency will be lacking. System
The System/implementation phase is the area
Today's Technology Rollout System is a
providing the potential for gains in rollout speed
comprehensive, multi-technology, multi-service,
and quality, and so deserves special attention.
multi-site system designed to meet varying
project requirements in an ever-changing
telecommunications industry. It is comprised of
What is a Technology Rollout? four parts: Process Structure, Rollout Services
Model, Internal Resources, and Partnerships.
Terms:
Technology Solution
Technology Rollout
Consists of (a) multiple sites (b) requiring Technology Rollout System
(Implementation)
technology services (c) implemented by onsite
field technicians.
Part 1 Part 2 Part 3 Part 4
Rollout
Customer Process
Structure Services Internal
Resources
Partnerships
Model
The organization or individual that engages the
technology rollout company.
• Process Structure: A Technology Rollout
Technology Rollout Categories System is supported by the Process Structure.
This structure defines the processes for
By understanding rollout categories and their management of each technology rollout via
specific requirements, the customer will be better Internal Resources and Partnerships. This
able to explain the level of service required to the includes the Software Application that provides
technology rollout company. The three technology web-based services for customer projects.
rollout categories are outlined below, numbered in
order of duration and relevance to nationwide or • Rollout Services Model: The Rollout Services
global rollout services. Model is comprised of integrated multi-service
components that are implemented through the
Note that a single project can consist of multiple Process Structure. It is designed to meet and
categories. Example: Total project scope consists exceed the reliability and flexibility needs of
of 350 Category 1 rollout sites, 5 Category 2 rollout today's rollout requirements.
sites, and 1 Category 3 rollout site.
• Internal Resources: The internal resources
support a Technology Rollout System and include
the internal operations, network infrastructure,

1st in the Series “A Guide to Selecting the Right Technology Rollout Company for Your Project” 3
system applications, training, and company
culture necessary to complete multi-technology,
multi-service, multi-site field rollouts on time and
within budget.
• Partnerships: Partner relationships are a
critical piece of a Technology Rollout System. With
multiple local resources located nationwide or
globally, a Technology Rollout System ensures
that all site locations are serviced in a timely and
efficient manner.
When employed by a capable rollout company,
this integrated System enables the company to
manage all implementation services at peak
efficiency, which translates to lower costs and time
while providing high levels of service.
The Role of the Web-based Software
Application
Web-based Software Applications are proficient at
capturing processes, documenting work, and
providing visibility into projects. But a true
Technology Rollout System should consist of more
than just a Software Application. It should be well
defined and capable of efficiently leveraging all
available resources to provide benefits such as
project flexibility. A single Web-based Software
Application falls short in this regard.
Example Scenario: If a customer averages 300
technology rollouts per week (Category 1), how
does the technology rollout company
accommodate an increased scale of 600 rollouts
per week without decreasing quality of service?
Answer: The rollout company relies on its Internal
Resources and Partnerships that support its
defined Process Structure in order to escalate
capabilities. With its primary purpose to provide
easily accessed services for customers (such as
reporting and project documentation), a Web-
based Software Application cannot account for
changes in project scope, scale, or address
advanced customer needs. It serves as a support
tool, not as a viable replacement for the System
itself.
A Web-based Software Application alone will not
suffice as the company's sole 'system' of providing
1st in the Series “A Guide to Selecting the Right Technology Rollout Company for Your Project”
rollout services. Thus the need for a well-defined,
proven Technology Rollout System, which
includes a Software Application as part of its
process structure, capable of the growth and
expansion required to meet the ever-changing
needs of today's technology rollouts.
System Part 1
Process Structure
The rapid deployment of multi-technology,
multi-service, multi-site field rollouts across
nationwide and global environments requires a
defined Process Structure as well as a unique
understanding of how to get the job done. Various
Process Structures are employed by technology
rollout companies to facilitate the management of
multi-site nationwide and global projects. The
primary Process Structures and their advantages
are explained below. Refer to the Process
Structure diagrams for additional information.
What are the Process Structures?
1. Centralized Single-Tier (see diagram)
The customer uses a technology rollout
company that directly manages field technicians
through a direct partnership.
2. Centralized Multi-Tier (see diagram)
The customer uses a technology rollout
company that dhires subcontractors in a tiered
hierarchy to manage field technicians.
3. Rent-a-Tech (see diagram)
The customer or technology rollout company
uses a Rent-a-Tech company in a shared
management effort of field technicians.
4. Internal Employee (see diagram)
The customer or technology rollout company
uses internal employees for project management
and field technicians. In Internal Employee
Process Structures, additional external local field
technicians are likely to be required due to the
number of sites and costs associated with
employing sufficient internal field technicians to
handle nationwide or global rollouts.
4
5. Additional Structures: Hybrid (see diagram)
A number of variations of the four basic structures
may exist as a hybrid structure. They will have
associated advantages and disadvantages on an
individual structure basis.
communications means a single individual with
which the customer interacts. However, it is critical
that the single point of contact is not the customer's
only point of contact. Examples: Escalation Needs
or Employee Absence.

Single Point of Contact vs. Multi-Point of Comparison Scenario: Process Structures

Contact in Action
The meaning of Single Point of Contact may vary The following information compares the pros and
within a given process structure. It can be used in a cons of each of the primary Process Structures.
misleading manner to describe the interaction
between the customer and multiple individuals
Process Structure
within a single company. This is accurately
Comparison Video
described as Multi-Point of Contact within a single
Runtime 5:18
environment. True Single Point of Contact

Comparison Scenario

Location Site Details Rollout Category Customer Work Details Additional

Timeframe Information

Nationwide 1500 sites 1 3 Months Demarc Extension Tech. Rollout Co.

with Router Install Experienced & Pro.

Process Structure Comparison Analysis

Criteria Centralized Centralized Rent-A-Tech Internal

Single-Tier Multi-Tier Employee

Responsibility Technology Rollout Shifts Among Customer or Technology Customer or Technology

Company Multi-Tiered Vendors Rollout Company Rollout Company

Risk Technology Rollout Technology Rollout Company Customer or Technology Customer or Technology
Management Company and/or Multi-Tiered Vendors Rollout Company Rollout Company

Site Call Back Minimized Short to Medium Medium to High Short to High
Timeframe

Technician No Seldom Occurrence due to Moderate Risk due to Tiered Customer or Technology Rollout Customer or Technology Rollout
Company Responsible for Company Responsible for
Shows Technician Redundancy Communication Layers Replacement Replacement

Site Liability Immediate Rectification Time-consuming due to Time-consuming; Required Time-consuming; Required
Multiple Parties Involved Involvement of Customer or Involvement of Customer or
Issues Technology Rollout Company Technology Rollout Company

Labor Costs Minimized Typically Higher due to Difficult to Calculate, (PM Difficult to Calculate, (PM
Multiple Vendors Involvement Resources Involvement Resources
Required, Time, etc.) Required, Time, etc.)

Communication Timely & Accurate Risk of Delayed and Dependent on Customer or Dependent on Customer or
Technology Rollout Company Technology Rollout Company
Inaccurate Communications Internal Communication Internal Communication

Project Tracking Full Accountability by Shared Accountability Full Accountability by Full Accountability by
Tech. Rollout Co. Across Multi-tiered Vendors Customer or Technology Customer or Technology
Rollout Company Rollout Company

1st in the Series “A Guide to Selecting the Right Technology Rollout Company for Your Project” 5
 Criteria Centralized Centralized Rent-A-Tech Internal
Single-Tier Multi-Tier Employee

Project Technology Rollout Shifts Among Customer or Technology Customer or Technology

Capabilities Company Multi-Tiered Vendors Rollout Company Rollout Company

Billing Technology Rollout Technology Rollout Company Customer or Technology Customer or Technology
Company and/or Multi-Tiered Vendors Rollout Company Rollout Company

Logistics & Minimized Short to Medium Medium to High Short to High

Configuration

Comparison Scenario Summary & Technology component determines the details

Based on the comparisons above, the Centralized
Single-Tier Process Structure provides superior
benefits and highest quality of service when
employed as part of a Technology Rollout System.
Ideal Process Structure: Centralized Single-Tier
Key Benefits
• Defined project implementation responsibility
by technology rollout company
• Minimized project costs
• Highest quality of service
• Technician redundancy that ensures project
completion
• Timely and accurate communication
and requirements for the methodology and
additional model components needed for a
particular rollout. The components are:
1. Project Management
In order to deliver technology rollouts rapidly with a
single point of contact, experienced project
management is crucial. The ideal Project
Management component incorporates three
primary roles:
ŸProgram Manager: This position oversees all
programs, project managers, and provides
quality assurance.
ŸProject Manager: This is the customer's single

• Project tracking accountability and growth point of contact from the initial meeting through
capabilities the completion of the project.
• Highest quality of technicians Ÿ Project Facilitator: The Project Facilitator is fully

responsible for all aspects of day-to-day delivery

System Part 2
The Rollout Services Model
Traditional service models are dependent on
individual technology and equipment services.
However, to maximize efficiency and speed of
large-scale rollouts, technology rollout companies
should have a proven Rollout Services Model that
is technology independent and universally
adaptable. Such a Rollout Services Model enables
rapid, nationwide rollout services that include the
planning, management, and implementation of all
necessary activities and processes. It allows for
the use of one model with a single set of processes
for the entire project.
Model Components
The Rollout Services Model is comprised of nine
components, which are integrated by the Project
Management component. The Equipment
of rollout services including scheduling and
coordination of all local and internal resources.
ŸWarehouse Manager: This position supervises
equipment deployment and logistics.
ŸTechnology Manager: The Technology
Manager manages the Web-based Software
Application and provides support functions.
ŸPartnership Manager: This role manages the
recruitment and quality of the technology
rollout company's partnerships.
Additional project management services can be
incorporated into individual components (i.e.,
Warehouse Management, Billing Management).
Project Tracking: Under the Project Management
component, real-time project status and updates
are provided via an interactive Web-based portal
that allows the customer to create online orders,
view site history, and track the project.

1st in the Series “A Guide to Selecting the Right Technology Rollout Company for Your Project” 6
Master Rollout Analysis
Every component in the Rollout Services Model
has an individual set of processes. Each of these
processes are detailed in a Component Template.
Templates can be combined to customize the
services required for each unique rollout project.
• Component Templates: Each component has
pre-defined templates that work in conjunction
with one another to provide modularity. This
enables the rollout company, during the analysis
phase, to propose specific project requirements
and necessary services in a relatively short time.
• The proposed Component Templates and pricing
are incorporated into a Master Rollout Analysis
that determines all project requirements. The
analysis also evaluates the project for any
change management that must occur before the
rollout processes begin and defines the post-
rollout matrix needed to gauge performance.
2. Circuits
Connecting a business's network to the rest of the
world, the circuit is crucial to business operations.
Accordingly, a technology rollout company should
be fully experienced with circuit installation and
testing. Additionally, the company should have
established relationships with carriers and ILECs
in order to accelerate circuit delivery.
3. Equipment & Technology
While many traditional technology rollout
companies specialize in specific equipment, the
Rollout Services Model is universal. It can be applied
to all voice, video, security and data equipment/
technology. Thus, a company employing the Rollout
Services Model is not limited. It can provide
services such as installations, configuration,
decommissioning, maintenance, and servicing for
any type of equipment and technology.
4. Cabling
Cabling adds complexity to rollouts. Whether the
need is for cabling inside or outside the plant,
or cabling through limited pathways, a technology
rollout company should offer full services that can
meet any need including moves, adds, changes,
testing, cable management and electrical cabling
when required.
1st in the Series “A Guide to Selecting the Right Technology Rollout Company for Your Project”
5. Site Surveys & Estimates
In order to estimate project requirements
accurately, site surveys are essential in
determining job scope and equipment. There are
two types of surveys, phone and onsite, used to
determine the requirements for each site.
6. Logistics & Configuration and Asset
Management
Robust Logistics & Configuration and Asset
Management capabilities enable technology
rollout companies to meet rapid rollout schedules
and Service Level Agreements (SLA). Companies
must have a sufficient number of nationwide
equipment depots in order to provide the
equipment and materials onsite within established
timeframes. Additionally, they should have
experience in the areas of inventory management,
staging, equipment configuration, testing, kitting,
rack/stack, return services, logistics and
purchasing.
7. 24/7 Maintenance
A technology rollout company must be able to
provide 24-hour support – anytime, anywhere.
Capabilities should include response speed and
accuracy combined with service experience that
includes: immediate issue ticketing, site history
and circuit/equipment ID checks, real-time email
and website status alerts, dispatching of certified
local technicians, and nationwide equipment
distribution.
8. Billing
A project with multiple technicians working across
multiple site locations generates multiple bills.
With the Rollout Services Model, the technology
rollout company provides a single consolidated bill
delivered within days of job completion in the
customer's chosen format.
9. Solution Support
The Solution Support Component is an integral
part of the relationship between the Solution and a
Technology Rollout System which implements that
solution. Individual services in this component can
be broad and varied, but always include support
elements for the customer that add the value of the
technology rollout company's expertise and
flexibility to the solution being implemented.
7
NOTE: Depending on the project needs, not all components
may be required. However, having each components
available as service options ensures that the rollout
company can meet all potential project capabilities at the
best balance of quality service and minimized cost.
System Part 3
Internal Resources
“The ability to elicit tacit knowledge, and to
collaborate across cultures and distances and
multiple agendas, requires a technical
infrastructure that can seamlessly handle
structured and unstructured information, text,
images, audio, video, and all sensory data.”
- C.K. Prahalad & Venkatram Ramaswamy,
Optimize
A rollout company's Internal Resources work
hand-in-hand with its nationwide and global field
partnerships. Internal Resources should include:
• Internal operations
• Network infrastructure
• Software applications
• Training
• Company culture
• Additional elements
For companies that provide a single point of
contact, a full set of internal resources provides
customers with complete communications
redundancy through the rollout cycle as well as
the ability to meet initial project time and cost
estimates when additional project needs arise.
System Part 4
Partnerships
Field Partnerships are, of course, key to
implementing multi-technology, multi-service,
multi-site nationwide and global field rollouts. In
the Technology Rollout System:
• Partnership management is based on the
process structure collaboration tools in place. With
the Centralized Single-Tier Process Structure, all
local field force management is handled by the
technology rollout company.
1st in the Series “A Guide to Selecting the Right Technology Rollout Company for Your Project”
• Partner relationships ensure that there are
field technicians within close proximity to all site
locations, whether they are nationwide or global,
for every rollout project. This means that all sites
are serviced quickly and efficiently.
• Partnerships allow for technician redundancy
and minimize any risk of project time or cost
increase due to technician no-shows -- additional
partners are available as needed.
Expertise Matters
“Three things are essential to driving strategic
innovation. The first is making the right strategic
choices. The second is about having a grip on what
the innovative capabilities required for success
look like. And the third is about somebody being
capable of assuming the leadership role, and
driving the execution.”
- William A. Fischer, IMD
An instrument is only as good as the musician who
plays it. The same is true of a Technology Rollout
System and the company that employs it. Without
the experience that comes from successfully
completing thousands of nationwide and global
rollout projects, the company will not have the
ability to leverage the System's capabilities. Rapid
deployment experience and expertise is an
essential piece of implementing a Technology
Rollout System and delivering the related benefits
to its customers.
• Proven experience
A time-tested System together with an
experienced company provides a great
benchmark for customers as they evaluate
potential vendors. A company should have
completed thousands of projects across multiple
environments to ensure the necessary expertise to
deliver projects on time and within budget.
• Project deployment volume
In addition to evaluating experience and expertise,
customers should assess the number of weekly
projects completed. This number will serve as a
8
valid indicator that they use a proven, effective
Technology Rollout System capable of completing
large-scale, high-volume projects and have the
resources to accommodate increased project
growth.
• Industry knowledge
Knowledge of the industry in which the technology
rollout company operates is another critical factor
in providing rapid nationwide and global rollout
services. Knowledge of solution providers' project
requirements plus an understanding of circuits and
networks provide additional evidence of the
company's capabilities.
• Financial strength and partnership wisdom
Understanding a technology rollout company's
financial strength and partnership relationships
further aids a customer's selection process.
Managing dozens to hundreds of local partners
daily demonstrates advanced skills. The company
should be experienced in the resolution of
payment and job-related disputes as well as
possess the financial responsibility to process
timely payments to its partners.
• Minimized project costs and time
• Multiple services in fewer truck rolls.
• Technician redundancy and proximity to
nationwide and global site locations.
• Rapid delivery times ensure project completion
deadlines and emergency response
requirements are met.
• Reduced customer project management
responsibilities allow customers to focus on
what's important to them – their business.
• Scalable and flexible to meet increasing
industry and customer project demands.
• Equipment and technology independence
ensures implementation of any solution (new or
legacy) rapidly and efficiently.
• Higher level of quality of service due to well-
defined processes, procedures and methods.
• Reduced risk of project complications by
working with a company that uses a proven
system.

How the Ideal System Benefits Your

Project
“It's about marrying efficiency with innovation and
requiring managers to consider the following:
cycle time and cost reduction, leveraging scale
and scope, reduction of resources, partners as
role models for change, and reduction of risk.”

- C.K. Prahalad & Venkatram Ramaswamy,

Optimize

The ideal Technology Rollout System discussed at

length in this paper defines a unique industry
service standard that sets companies that employ
it apart from traditional, one-dimensional,
technology-dependent service companies. It is
detailed in the following diagram

The list below summarizes the primary benefits of

the ideal Technology Rollout System.

1st in the Series “A Guide to Selecting the Right Technology Rollout Company for Your Project” 9
 Technology Solution

Ideal Technology Rollout System

Part 1 Part 2 Part 3 Part 4

Centralized
Single-Tier Rollout Internal
Services Partnerships
Process Model Resources
Structure

• Technology Rollout • Project Management • Internal Operations • Partnership

Company Directly • Circuits • Network Infrastructure Management
Manages Field • Equipment & • Web-based • Technician
Resources Technology Software Application(s) Redundancy
• Streamlined • Cabling • Training • Locally Dispersed
Communication • Site Surveys & • Company Culture Nationwide & Globally
• Project Tracking Estimates • Certified &
• Risk Management • Logistics & Professional
• Quality Assurance Configuration
• 24/7 Maintenance
• Billing
• Solution Support

What You Should Know Before Making
a Decision
Assessing the capabilities of a technology rollout
company is vital before awarding a nationwide or
global project. Before making a decision on which
technology rollout company to use for your critical
project implementation needs, first find out does
the company:
• Employ a comprehensive Technology Rollout
System with defined Process Structure, Rollout
Services Model, Internal Resources, and
Partnerships?
• Utilize a particular type of Process Structure?
• If it is Centralized Single-Tier, does the company
manage field technicians directly? (If not, then it
is not a true Single-Tiered Process Structure.)
• If it is not Centralized Single-Tier, how will the
company compensate for missing benefits,
lower quality of service, and/or higher price?
• Have a verifiable level of expertise (years of
operation, weekly project load, etc.) in rapidly
deploying nationwide or global technology
rollouts?
• Offer true single-point-of-contact
communication or is it multi-point
communication within a single environment?
• Have a record of establishing strong
partnerships? (Having partnerships at every
available geographic location helps minimize
travel and response time, thus lowering costs.)
Additional in-depth information about evaluating
technology rollout companies effectively will be
provided in upcoming issues within this series.

1st in the Series “A Guide to Selecting the Right Technology Rollout Company for Your Project” 10
Conclusion References

Customers can employ rapid, cost-effective,
“hands-free” solutions for their large, complex
technology rollouts. However in order to do so,
they must realize that the rollout company they
choose has to offer more than just a single point of
contact utilizing a software tracking system and
contacts in various locations.
Tangible benefits come from experienced, expert
rollout companies that offer a proven system of
processes and services that work in harmony to
achieve the desired results. The ideal Technology
Rollout System enables companies to minimize
project costs, ensure timely project completion,
and reduce customer management effort.
Fischer, William A., Innovation: The Critical Path to
Success or Failure, Keeping up with the pace of
change, IMD, (April 2008).
Prahalad, C.K. & Ramaswamy, Venkatram, The
Collaboration Continuum Understand the Full
Goals and Complexity of Collaboration Before
Moving Forward, Collaborative Strategies,
Optimize (November 2001).
Wells, Isabel, et al, Ten Tips for Successfully
Implementing ITIL, CIO Update (October 5, 2005).

About Concert Technologies

This paper was authored by Dennis Mazaris,

President and Founder of Concert Technologies,
Inc. Since 1995, Concert Technologies has offered
rapid delivery of multi-site, multi-service, multi-
technology rollouts on both a national and global
scale. Our Maestro Technology Rollout System®,
the world's first unified system, is based on the
proven methodologies that span our extensive
experience of providing professional rollout
services.

For more information:

• Visit our website: www.concerttech.com
• Contact Dennis Mazaris, President:
dmazaris@concerttech.com

1st in the Series “A Guide to Selecting the Right Technology Rollout Company for Your Project” 11
Centralized Single-Tier Centralized Multi-Tier
Process Structure Process Structure

Customer Customer

Technology Technology
Rollout Company Rollout Company

1st Tier
Subcontractor

Local
Field Technicians

2nd Tier
Subcontractor

3rd Tier
Subcontractor

Local
Field Technicians

1st in the Series “A Guide to Selecting the Right Technology Rollout Company for Your Project” 12
 Rent-a-Tech Internal Employee
Process Structure Process Structure

Customer

Customer Internal
Rent-a-Tech Customer
Project Manager or
Company
Technology Rollout Company

Customer Internal Project Manager or

Technology Rollout Company

Local Local Local Local

Field Field Field Field
Technicians Technicians Technicians Technicians

Internal External
Local Field Local Field
Technicians Technicians

1st in the Series “A Guide to Selecting the Right Technology Rollout Company for Your Project” 13
 Hybrid
Process Structures

Geographical Centralized Multi-Tier Internal Employee/Rent-aTech

Customer Customer

Technology
Rollout Company
Customer Internal Rent-a-Tech
Project Manager Company

1st Tier 1st Tier 1st Tier

Subcontractor Subcontractor Subcontractor
(West Coast) (Central) (East Coast)

Internal External
Local Field Local Field
Technicians Technicians
2nd Tier 2nd Tier 2nd Tier
Subcontractor Subcontractor Subcontractor
(West Coast) (Central) (East Coast)

Local Local Local

Field Technicians Field Technicians Field Technicians
(West Coast) (Central) (East Coast)

1st in the Series “A Guide to Selecting the Right Technology Rollout Company for Your Project” 14