Cisco TelePresence Experience & Order Assurance Program

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Cisco TelePresenceExperience & Order Assurance Program

January 2012

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Topics Covered

Experience & Order Assurance Program OverviewDefinition

Quick Facts

Why it exists

How its evolved

Experience & Order Assurance Process Overview

Upcoming Launches

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Experience & Order Assurance Program Overview

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Experience & Order Assurance Program(EOA)

TSBU Program Management Office (PMO)

In partnership with Cisco Customer Service Operations (CS)

Focus on Customer Satisfaction and Partner Enablement

Provides end-to-end process to validate room & network readiness prior to customer deployment

Validates ordering requirements defined by Cisco/Partner Contract

Offers customized delivery management

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Quick Facts

CS validates ALL orders at order entry automatically or manually

High Touch products placed on Compliance Hold prevents shipping

Compliance Hold lifted by CS/Mfg when process requirements met

All assessment are processed via fully automated Web Tool

RRA: Room readiness Assessment

NPA: Network Path Assessment

PHR: Product Hold Release

PIA: Post Installation Assessment

Any other holds, order management needs are managed by CS

CTS-3x10’s

CTS-T3-K9 (immersive & non-immersive)

CTS-1300 47” / 65” / ACR

CTS-CTMS

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Why Do We Have An EOA Program?

Foster Partner & Customer SuccessPartners enabled for Advanced Services DeliveryStay close to our PartnersStay close to our Customers

Maintain High Level of Customer SatisfactionCAP Account AvoidanceOversight by Cisco Subject Matter Expert Continual process improvement across Cisco

Manage Global BusinessComplex Multi-Theater Deals

Authorized ATP ONLY OrderabilityComplex reverse logistics

Customer

Partner Enablement

Dedicated Engineering

Support

Manage Global Business

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Why Do We Have An EOA Program?

Customer

Partner Enablement

Dedicated Engineering

Support

Manage Global Business

TSBU Experience & Order Assurance is a critical program directly contributing to the success of our business

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EOA v1.0

• Initial Process

• Very Manual

• Not Scalable

• Most Restrictive

EOA v2.0

• EOA Web Tool

• Automated Workflow

• Hold Release Mechanism

EOA v2.1

• Parallel Shipping Process

• Reduced process requirements on some product(s)

• Trust & Verify model initiated

EOA v3.0

• New High Touch Customer Service Team

• Differentiated product categories

• New EOA Web Tool Home Page

EOA Evolved

2006 20112008 2010

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The EOA Process

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Survey & Release

Survey & Release Site Analysis Installation & Acceptance

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Survey & Release

Separate Surveys Covers Room & Network

Room Readiness Assessment Survey

Network Path Assessment Survey

Compliance Hold Release

Product Hold Release Request (PHR)

Manufacturing schedules shipment

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Room Readiness Assessment (RRA) Survey

Room Evaluation for Environmental Characteristics

Remediation Plan/Validation

Required for all CTS3x10 systems and CTS-T3-K9 (immersive & Non-immersive)

(Note: CTS-T3-Non-Immersive remains on Compliance Hold until RRA Site Analysis complete)

CTS3x10Systems

CTS-T3-K9 Systems

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Room Readiness Assessment (RRA) Survey

Room Evaluation for Environmental Characteristics

Remediation Plan/Validation

Required for all ACR Room

CTS1300-65-ACR

Note: Cisco Advanced Services Required to perform RRA

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Site

Sur

vey Remediation Status

Environment Overview

Power

Network Data Ports

HVAC

Visual Obstructions

Illumination (Fixture Type)

Drawings• Floor Plan• Reflected Ceiling Plan• Pictures

Site

Ana

lysi

s Environment Detail• STC • NRC• IIC

Ambient Noise Floor

Reverberation

Illumination Details

Illumination Measurements

RRA Survey – Areas Covered

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Network Path Assessment (NPA) Survey

Network, Application, & Infrastructure Questionnaire

Remediation Plan/Validation

Required for all High Touch products

CTS1300(All) and CTS-T3-K9 Systems and Infrastructure: CTMS

CTS3x10Systems

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Sur

vey TelePresence Versions

Call Management

Call Scheduling

Multipoint

Interoperability

Inter-company Exchange

Auto-Collaboration

Network Design

QoS and Security

Hardware/Software Infrastructure

Site

Ana

lysi

s Link Utilization

Device Utilization

BW, Latency, Jitter, Loss

NPA Survey – Areas Covered

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Hold Release

EOA Web Tool Online Release Form http://tools.cisco.com/tsbu/oa/index.html

Approval process flows through EOA Admin to Cisco Manufacturing

Required for all endpoints and infrastructure in High Touch category

CS Team approve releases

(Note: CTS-T3-Non-Immersive remains on Compliance Hold until RRA Site Analysis complete)

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Site Analysis

Survey & Release Site AnalysisInstallation &

Acceptance

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Site Analysis

Trust & Verify Model(partners ensures site analysis is complete before

installation)

Room Readiness Assessment Site AnalysisMetering Tools used to extrapolate raw data and submit for review on EOA Web Tool

Network Path Assessment Site AnalysisNetwork Management, IPSLA, or VSAA tools used to collect end-to-end network path parameters to submit for review on EOA Web Tool

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Room Readiness Assessment (RRA) Site Analysis

Room Evaluation for Environmental Characteristics

Raw data collected using metering tools

Requires On-Site visit

Final Remediation Plan/Validation

Required for all CTS3x10 systems and CTS-T3-K9 (Immersive & Non-Immersive)

(Note: CTS-T3-Non-Immersive remains on Compliance Hold until RRA Site Analysis complete)

CTS3x10Systems

CTS-T3-K9 Systems

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Room Readiness Assessment (RRA) Site Analysis

CTS1300-65-ACR

Note: Cisco Advanced Services Required to perform RRA

Room Evaluation for Environmental Characteristics

Raw data collected using metering tools

Requires On-Site visit

Final Remediation Plan/Validation

Required for all ACR Rooms

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Survey

Remediation Status

Environment OverviewPowerNetwork Data PortsHVAC Visual ObstructionsIllumination (Fixture Type)Drawings• Flo

or Plan

• Reflected Ceiling Plan

• Pictures

Site Analy

sis

Environment Detail• ST

C • NR

C• IICAmbient Noise FloorReverberationIllumination Details

Illumination Measurements

RRA Site Analysis – Areas Covered

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Network Path Assessment (NPA) Site Analysis Network, Application, & Infrastructure

Raw data collected from network management tools, IPSLA or VSAA tools

Final Remediation Plan/Validation

Required for all High Touch products

CTS1300(All) and CTS-T3-K9 Systems and Infrastructure: CTMS

CTS3x10Systems

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Survey

TelePresence VersionsCall ManagementCall SchedulingMultipointInteroperability Inter-company ExchangeAuto-CollaborationNetwork DesignQoS and SecurityHardware/Software Infrastructure

Site Analy

sis

Link UtilizationDevice UtilizationBW, Latency, Jitter, Loss

NPA Site Analysis – Areas Covered

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Installation & Acceptance

Survey & Release Site AnalysisInstallation &

Acceptance

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Installation and Acceptance

Defining “Production Ready”

NPA Survey & Site Analysis Green

Validation of “Experience”

Post Installation Assessment (PIA) Required by Partner

CTX Pass (Cisco TelePresence Certification)

Acceptance

CTS3x10Systems

CTS1300(All) and CTS-T3-K9 Systems

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Minimum EOA Requirements to Release Compliance Hold

Product NPA Survey RRA Survey RRAAnalysis

PHR

Endpoints

CTS 3210 √ √ √

CTS 3010 √ √ √

CTS-T3-K9Non immersive

√ √ √

CTS-T3-K9Immersive

√ √ √

CTS 130047’ / 65” √ Only Recommended √

CTS 1300 65 ACR √ Cisco AS, Approved ATP Team √

Infrastructure

CTMS √ √

Who Completes Cisco AS, Approved ATP Team

Cisco AS, Approved ATP Team

Cisco AS, Approved ATP Team

Cisco AS, Approved ATP Team

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EOA Process Requirement

Product NPA * Survey

RRA* Survey

PHR* NPA Analysis

RRA Analysis

Install PIA/CTX

Endpoints

CTS 3210 √ √ √ √ √ √ √

CTS 3010 √ √ √ √ √ √ √

CTS-T3-K9 non -immersive

√ √(Cisco AS only)

√ √ √ √

CTS-T3-K9 immersive

√ √ √ √ √ √

CTS 1300 47” / 65”

√ √ √ √

CTS 1300 ACR

√ √(Cisco AS only)

√ √ √(Cisco AS only)

√(Cisco AS only)

Infrastructure

CTMS√ √ √ √

Who Completes Cisco AS, Approved

partner Team

Cisco AS, Approved

partner Team

Cisco AS, Approved

partner Team

Cisco AS, Approved

partner Team

Cisco AS, Approved

partner Team

Cisco AS, Approved

partner Team

Cisco AS, Approved ATP

Team

* Required to release Hold on equipment

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Thank you.