Room Readiness Assessment (RRA)

Report
Cisco TelePresence
Experience & Order
Assurance Program
January 2012
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Experience & Order Assurance Program Overview
Definition
Quick Facts
Why it exists
How its evolved
Experience & Order Assurance Process Overview
Upcoming Launches
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TSBU Program Management Office
(PMO)
In partnership with Cisco Customer
Service Operations (CS)
Focus on Customer Satisfaction and
Partner Enablement
Provides end-to-end process to validate
room & network readiness prior to
customer deployment
Validates ordering requirements defined
by Cisco/Partner Contract
Offers customized delivery
management
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CS validates ALL orders at order entry
automatically or manually
CTS-3x10’s
High Touch products placed on
Compliance Hold prevents shipping
Compliance Hold lifted by CS/Mfg when
process requirements met
CTS-T3-K9
(immersive & non-immersive)
All assessment are processed via fully
automated Web Tool
RRA: Room readiness Assessment
NPA: Network Path Assessment
CTS-1300 47” / 65” / ACR
PHR: Product Hold Release
PIA: Post Installation Assessment
Any other holds, order management
needs are managed by CS
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CTS-CTMS
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Foster Partner & Customer Success
Partners enabled for Advanced Services Delivery
Stay close to our Partners
Stay close to our Customers
Partner
Enablement
Maintain High Level of Customer Satisfaction
CAP Account Avoidance
Oversight by Cisco Subject Matter Expert
Continual process improvement across Cisco
Customer
Manage
Global
Business
Dedicated
Engineering
Support
Manage Global Business
Complex Multi-Theater Deals
Authorized ATP ONLY Orderability
Complex reverse logistics
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Partner
Enablement
TSBU Experience & Order
Assurance is a critical
program directly
contributing to the success
of our business
Customer
Manage
Global
Business
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Dedicated
Engineering
Support
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EOA
v1.0
EOA
v2.0
• Initial Process
• EOA Web Tool
• Very Manual
• Automated
Workflow
• Not Scalable
• Most Restrictive
2006
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• Hold Release
Mechanism
2008
EOA
v2.1
• Parallel Shipping
Process
• Reduced process
requirements on
some product(s)
• Trust & Verify
model initiated
2010
EOA
v3.0
• New High Touch
Customer Service
Team
• Differentiated
product
categories
• New EOA Web
Tool Home Page
2011
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Survey &
Release
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Site
Analysis
Installation
&
Acceptance
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Separate Surveys Covers Room
& Network
Room Readiness Assessment
Survey
Network Path Assessment
Survey
Compliance Hold Release
Product Hold Release Request
(PHR)
Manufacturing schedules
shipment
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Room Readiness Assessment (RRA) Survey
CTS3x10Systems
Room Evaluation for
Environmental
Characteristics
Remediation
Plan/Validation
CTS-T3-K9 Systems
Required for all CTS3x10
systems and CTS-T3-K9
(immersive & Non-immersive)
(Note: CTS-T3-Non-Immersive
remains on Compliance Hold until
RRA Site Analysis complete)
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Room Readiness Assessment (RRA) Survey
CTS1300-65-ACR
Room Evaluation for
Environmental
Characteristics
Remediation
Plan/Validation
Required for all ACR Room
Note: Cisco Advanced Services
Required to perform RRA
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Remediation Status
Environment Overview
Power
Network Data Ports
HVAC
Visual Obstructions
Illumination (Fixture Type)
Drawings
• Floor Plan
• Reflected Ceiling Plan
• Pictures
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Site Analysis
Site Survey
RRA Survey – Areas Covered
Environment Detail
• STC
• NRC
• IIC
Ambient Noise Floor
Reverberation
Illumination Details
Illumination Measurements
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Network Path Assessment (NPA) Survey
CTS3x10Systems
Network, Application, &
Infrastructure
Questionnaire
Remediation
Plan/Validation
Required for all High
Touch products
CTS1300(All) and CTS-T3-K9 Systems and Infrastructure: CTMS
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NPA Survey – Areas Covered
Call Management
Call Scheduling
Multipoint
Interoperability
Inter-company Exchange
Auto-Collaboration
Network Design
Site Analysis
Survey
TelePresence Versions
Link Utilization
Device Utilization
BW, Latency, Jitter, Loss
QoS and Security
Hardware/Software Infrastructure
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EOA Web Tool Online Release
Form
http://tools.cisco.com/tsbu/oa/
index.html
Approval process flows
through EOA Admin to Cisco
Manufacturing
Required for all endpoints and
infrastructure in High Touch
category
CS Team approve releases
(Note: CTS-T3-Non-Immersive remains on
Compliance Hold until RRA Site Analysis
complete)
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Survey &
Release
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Site
Analysis
Installation
&
Acceptance
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Trust & Verify Model
(partners ensures site analysis is complete before
installation)
Room Readiness Assessment
Site Analysis
Metering Tools used to extrapolate raw data and
submit for review on EOA Web Tool
Network Path Assessment
Site Analysis
Network Management, IPSLA, or VSAA tools used
to collect end-to-end network path parameters to
submit for review on EOA Web Tool
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Room Readiness Assessment (RRA) Site
Analysis
CTS3x10Systems
Room Evaluation for
Environmental
Characteristics
Raw data collected using
metering tools
Requires On-Site visit
CTS-T3-K9 Systems
Final Remediation
Plan/Validation
Required for all CTS3x10
systems and CTS-T3-K9
(Immersive & Non-Immersive)
(Note: CTS-T3-Non-Immersive
remains on Compliance Hold until
RRA Site Analysis complete)
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Room Readiness Assessment (RRA) Site
Analysis
CTS1300-65-ACR
Room Evaluation for
Environmental
Characteristics
Raw data collected using
metering tools
Requires On-Site visit
Final Remediation
Plan/Validation
Note: Cisco Advanced Services
Required to perform RRA
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Required for all ACR
Rooms
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Remediation Status
Environment Overview
Power
Network Data Ports
HVAC
Visual Obstructions
Illumination (Fixture Type)
Drawings
• Floor Plan
• Reflected Ceiling Plan
• Pictures
© 2010 Cisco and/or its affiliates. All rights reserved.
Site Analysis
Survey
RRA Site Analysis – Areas Covered
Environment Detail
• STC
• NRC
• IIC
Ambient Noise Floor
Reverberation
Illumination Details
Illumination Measurements
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Network Path Assessment (NPA) Site Analysis
CTS3x10Systems
Network, Application, &
Infrastructure
Raw data collected from
network management
tools, IPSLA or VSAA
tools
Final Remediation
Plan/Validation
Required for all High
Touch products
CTS1300(All) and CTS-T3-K9 Systems and Infrastructure: CTMS
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TelePresence Versions
Call Management
Call Scheduling
Multipoint
Interoperability
Inter-company Exchange
Auto-Collaboration
Network Design
Site Analysis
Survey
NPA Site Analysis – Areas Covered
Link Utilization
Device Utilization
BW, Latency, Jitter, Loss
QoS and Security
Hardware/Software Infrastructure
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Survey &
Release
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Site
Analysis
Installation
&
Acceptance
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Installation and Acceptance
Defining “Production Ready”
CTS3x10Systems
Validation of “Experience”
Post Installation Assessment
(PIA) Required by Partner
CTX Pass
(Cisco TelePresence Certification)
Acceptance
CTS1300(All) and CTS-T3-K9 Systems
NPA Survey & Site
Analysis Green
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Product
NPA Survey
RRA Survey
RRA
Analysis
PHR
Endpoints
CTS 3210
√
√
√
CTS 3010
√
√
√
CTS-T3-K9
Non immersive
√
√
√
CTS-T3-K9
Immersive
√
√
√
CTS 130047’ / 65”
√
Only Recommended
√
CTS 1300 65 ACR
√
Cisco AS, Approved ATP
Team
√
Infrastructure
√
CTMS
Who Completes
Cisco AS, Approved ATP
Team
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√
Cisco AS, Approved ATP
Team
Cisco AS, Approved ATP
Team
Cisco AS, Approved ATP
Team
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* Required to release Hold on equipment
Product
NPA *
Survey
RRA*
Survey
NPA
Analysis
PHR*
RRA
Analysis
Install
PIA/CTX
Endpoints
CTS 3210
√
√
√
√
√
√
√
CTS 3010
√
√
√
√
√
√
√
CTS-T3-K9
non immersive
√
√
√
√
√
√
CTS-T3-K9
immersive
√
√
√
√
√
CTS 1300
47” / 65”
√
√
√
CTS 1300
ACR
√
√
√
(Cisco AS only)
√
√
(Cisco AS only)
√
√
√
(Cisco AS only)
(Cisco AS only)
Infrastructure
CTMS
Who Completes
√
Cisco AS,
Approved
partner Team
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco AS,
Approved
partner Team
√
√
Cisco AS,
Approved
partner Team
Cisco AS,
Approved
partner Team
√
Cisco AS,
Approved
partner Team
Cisco AS,
Approved
partner Team
Cisco AS,
Approved ATP
Team
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Thank you.
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