Transcript
JAM Consulting Final Presentation for FeelGood
Ryan Reese Anthony Fierro
Jason VineisMonique Mallory
Steven PuebloMarch 11, 2015
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Team
Ryan ReeseProject Manager
Jason VineisImplementation
Steven PuebloBusiness Analyst
Monique MalloryWriter / Editor
Anthony FierroData Analyst
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Project Scope
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Project Deliverables
Completed
Deliverable Status
Provide Cost Effective Solution
Provide Great Service Levels
Provide Flexible Solution
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JAM Clients
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Service Desk
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Onshore
Boston, MA
Offshore
New Delhi, India
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End User Computing / Location Support
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Resource Coverage
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Onshore Offshore
Director Manager IT Specialist Director Manager IT Specialist
Tower 1 1 3 102 0 1 44
Tower 2 1 3 67 0 1 29
Totals 2 6 169 0 2 73
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Team Communication Statistics
Activity Type Count
Emails between team 60
Emails between client 7
Webcast between team 2
Webcast with client 2
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Implementation Stages
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Preliminary Implementation Sustainability
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Preliminary Stage
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• Review Business Needs and objectives• Framework Development • Identify Subject Matter Experts• Maximize Knowledge Transfer • Nine Week Timeline
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Implementation Stage
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• Load Testing Tower 2 results/solutions• Field Testing Tower 1results/solutions• Initiate Data and Systems Migration• Field rep. and (SME) Deployment• GO-LIVE • Tower one 10% call Center Ramp up• Tower Two Increase Field Rep. Presence • Monthly increase of 10% for 11 months• Quality monitoring• Hyper care support first six months• Legacy System maintenance• Field rep. Reduction Tower 2 (SME) Reduction Tower 1• VIP Cross Over Month 9-10
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Sustainability Stage
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• De-commission Legacy Systems • Service level Metrics Tracking• Vendor/Customer Organizational Culture Alignment• Vendor/Customer Support Team • Manage Change Control Procedures• Vendor/Customer Agreement Maintenance• Vendor Incentive Based Awards System• Cost Monitoring• Review Reversibility controls• Identify New Outsourcing Opportunities
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Lessons Learned
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Communication
Teamwork
Organization
Time Management
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Conclusion
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