Final Presentation JAM

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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