=S= Data Center Solutions Team NA

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=S= Data Center Solutions Team NA

Order Management – Data Center Projects

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Welcome and Objectives

At the end of this webinar the participant will be able to:

● Define the Order Management Process for Projects

● Describe the roles & responsibilities of Project Coordination

● Understand where to get product & solution lead-time information

● Understand response times across the order management process

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Program Agenda

Organizational Structure (NAM)

Roles & Responsibilities (Statement of Work)

Order Management Process Flow

Order Management Response Time

Lead-time Information

Escalation Path Matrix

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Project Coordination Statement of Work

1.0 Summary

● Single point of contact for non-managed projects for internal and external stakeholders (sales, resellers, customers, purchasing, reps, etc)

● Responsible for a project from PO receipt through Start up and issue resolution for Projects that do not have an APC Certified Project Manager assigned.

2.0 Scope of Responsibility

● Resolve Booking issues

● Work with Assigned Point of Contact to confirm Requested Onsite Date, ship to address, contact information

● Welcome E-mail with Promise Ship date and start up documentation to Bill to Customer, End user and Key Stakeholders

● Work with Planning and purchasing to ensure ship dates are met

● Set Promise Ship date

● Proactive calls with Sales, Partner & Customer before ship & during implementation

● Maintain contact with Assigned Point of Contact to ensure any changes are confirmed

● Follow up on daily issues

● Work with logistics on shipment

● Confirm delivery

● Arrange Service Scheduling (WK only, CM in future)

● RMA follow up and issue resolution

● Close Project via Phone call and Email confirmation

● Single POC for “Pull-In” requests.

Project Coordinators do NOT coordinate the

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Project Coordination –

Process Flow

“Projects” Order Management Process Flow (PO Receipt through Project Close) Purchase order

received

Order Acknowledgment

Project Roster & Team Call

Project Timeline Logistics Service Requirements Project Close PO rec’d via purchaseorders @apcc.com PC receives PO and performs validation PC initiates order escalation to appropriate parties Order Acknowledge E-mail PC works with Sales and Partner to establish Project Roster PC confirms w/ planning and mfg for promise ship dates; sends Welcome e-mail Confirm shipping/site requirements PC assists w/ service scheduling and expectations Closing phone call Ensures order ships to the customer Closing e-mail

*Phone calls to be returned same business day

*E-mail responses within 8 Business Hours

Orders routed to PC In WK or CM depending on Product PC initiates contact w/ appropriate parties

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Lead-times and Oracle Simplification

●Leadtimes can be found using the following link

http://cst.apcc.com/actions/viewPage.cfm?pageid=73

●If you require confirmed lead-times and promise ship dates please

contact your PC for the project.

●CM live on Oracle March 1st. Current process requires minimum of 4

steps of verification

●Coming soon…. CM products will be released on the Designer to allow for

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Project Coordination -

Escalation Path

Sequence

Contact

Position

Office

Blackberry

Email

1st

Project Coordinatore of record

Project Coordinator

See PWB

APCC Address Book

APCC Address Book

2nd

Kimberlee Fallone

Team Leader WK

(401) 789-5735 x5460

(401)-854-6709

kimberlee.fallone@apc.com

2nd

Nancy Lain

Team Leader CM

714.513.7326

N/A

nancy.lain@apc.com

3rd

Kay Jawharjian

Project Coordination Manager (401) 789-5735 x5948

(401) 662-5998

kathryn.jawharjian@apc.com

4th

Jason Juley

Project Execution Director (401) 789-5735 x2148

(401) 578-6593

jason.juley@apc.com

Project Coordination- Escalation for Basic & Enhanced Order Types

NOTE: From June 5th through September 8th. Please contact Jason Juley for 3rd and 4th level escalations after escalation to Project Coordinator and

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Projects Order Management -

Improvement Activities

● Process backlog of order Post E3 Oracle transition Æ Complete

● Simplify the order entry process from 4 steps to 1 Æ Active

● Re-organize PC regions to leverage existing resource and best serve

sales/customersÆ Complete

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Summary

● Project Coordination is the Single POC for all Project Orders that do

NOT include a Project Manager as a “value added service”

● Project Coordination – coordinates all activities remotely and NOT

on-site.

● Project Coordination now works hand in hand with sales (ISR’s) by

development of a “Project Team Roster” that includes appropriate key

stakeholders who receive all project updates including attendance to proactive calls through-out the project as appropriate.

● Costa Mesa response times differ from Costa Mesa due to “Just in

Time” factory build model.

● Costa Mesa Order Entry process being compressed from 4 steps to 1

Figure

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