=S= Data Center Solutions Team NA
Order Management – Data Center Projects
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
Program Agenda
● Organizational Structure (NAM)
● Roles & Responsibilities (Statement of Work)
● Order Management Process Flow
● Order Management Response Time
● Lead-time Information
● Escalation Path Matrix
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
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
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
Project Coordination -
Escalation Path
Sequence
Contact
Position
Office
Blackberry
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
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
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
