JAM Consulting Final Presentation for FeelGood

Ryan Reese Anthony Fierro

Jason VineisMonique Mallory

Steven PuebloMarch 11, 2015

2

Team

Ryan ReeseProject Manager

Jason VineisImplementation

Steven PuebloBusiness Analyst

Monique MalloryWriter / Editor

Anthony FierroData Analyst

3/10/2015

3

Project Scope

3/10/2015

4

Project Deliverables

Completed

Deliverable Status

Provide Cost Effective Solution

Provide Great Service Levels

Provide Flexible Solution

3/10/2015

5

JAM Clients

3/10/2015

6

Service Desk

3/10/2015

Onshore

Boston, MA

Offshore

New Delhi, India

7

End User Computing / Location Support

3/10/2015

8

Resource Coverage

3/10/2015

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

9

Team Communication Statistics

Activity Type Count

Emails between team 60

Emails between client 7

Webcast between team 2

Webcast with client 2

3/10/2015

10

Implementation Stages

3/10/2015

Preliminary Implementation Sustainability

11

Preliminary Stage

3/10/2015

• Review Business Needs and objectives• Framework Development • Identify Subject Matter Experts• Maximize Knowledge Transfer • Nine Week Timeline

12

Implementation Stage

3/10/2015

• 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

13

Sustainability Stage

3/10/2015

• 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

14

Lessons Learned

3/10/2015

Communication

Teamwork

Organization

Time Management

15

Conclusion

3/10/2015