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Lower Project Costs & Time ofTechnology Rollouts
1st of 4 in the SeriesA Guide to Selecting the Right TechnologyRol lout Company for Your Project
A Concert Technologies White Paper
8/14/2019 Lower Project Costs and Time of Technology Rollouts White Paper
2/161st in the Series A Guide to Selecting the Right Technology Rollout Company for Your Project
Table of ContentsExecutive Summary p. 1
Introduction p. 2
Defining the Relationship of Technology - Solution - System p. 3
What is a Technology Rollout? p. 3
Defining a Technology Rollout System p. 3The Role of the Web-based Software Application p. 4
System Part 1: Process Structure p. 4
System Part 2: The Rollout Services Model p. 5
System Part 3: Internal Resources p. 8
System Part 4: Partnerships p. 8
Expertise Matters p. 8
How the Ideal System Benefits Your Project p. 9
What You Should Know Before Making a Decision p.10
Conclusion p.11
About Concert Technologies p.11
Diagrams p.12
References p.11
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EXECUTIVE SUMMARY What Are the Benefits of the IdealUnified Technology Rollout System?
What Is the Ideal Technology RolloutSystem?
This paper explains a Technology Rollout System,how it lowers costs and saves time without An experienced company implementing the idealcompromising quality, and provides essential Technology Rollout System can achieve rolloutsquestions to ask any technology rollout company. across the broadest geographies with speed,
efficiency, and quality. Among its key advantages:Suppose you have a legacy enterprise networkthat connects many offices nationwide or globally Saves project costsand you want to install new, standardized circuits Saves timeand equipment in all of them. You can't rely on a Cuts project management requirements fortechnology rollout company that only offers a the customersingle point of contact, Web-based management Scalablesoftware, and local contacts. The project rollout is
Flexiblesimply too complex and the snafu potential too Independent of equipment and technologyhigh. Success requires a proven network of Yields higher quality of serviceprocesses and services that work togethersmoothly and effectively. It also requires acompany with in-depth, industry-wide expertise. ATechnology Rollout System embodies thesecritical qualities. Without a proven TechnologyRollout System, you run a high risk of projectcomplications that result in increased costs,missed deadlines, and an overwhelming burdenon internal resources.
The ideal Technology Rollout System enablesrapid rollouts of multi-technology, multi-service,multi-site on a nationwide and global scale. It hasfour key parts:
Centralized Single-Tier Structure. Thecompany manages field technicians directly.Proven, Universal Model. The model has ahistory of success and works acrossindividual rollout technologies.Internal Resources. The company has deepexpertise, experience and infrastructure.Broad Network of Partnerships. Thecompany has technicians near every site towork swiftly and efficiently and minimize therisk of no-shows and inexperienced techs. Runtime 5:18
Process StructureComparison Video
Rollout
Services
Model
Technology Rollout System
ProcessStructure
PartnershipsInternal
Resources
http://www.concerttech.com/Videos-National-Rollout-International-Deployment.htm#process_structurehttp://www.concerttech.com/Videos-National-Rollout-International-Deployment.htm#process_structurehttp://www.concerttech.com/Videos-National-Rollout-International-Deployment.htm#process_structurehttp://www.concerttech.com/Videos-National-Rollout-International-Deployment.htm#process_structurehttp://www.concerttech.com/Videos-National-Rollout-International-Deployment.htm#process_structure8/14/2019 Lower Project Costs and Time of Technology Rollouts White Paper
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Introduction Defining the Relationship of Technology - Solution - System
- Isabel Wells, CIO Update
How This Information Benefits You
1.
2.
To succeed on the implementation journey, yourroadmap and plan need to be realistic, achievableand grounded in practical experience.
Implementing nationwide and global technologyrollouts requires the in-depth knowledge andexpertise of an experienced technology rolloutcompany. Today, technology rollout companiescommonly provide the same elevator sales pitch
The rapid deployment of multi-technology, that touts a single point of contact, field resourcesmulti-service, multi-site field rollouts requires well- across multiple locations, and a Web-baseddefined processes, robust management skills, and software application to manage projects.a unique understanding of how to get the job done.This paper will assist in understanding the many However, in successful rapid nationwide andvariables and establish what the customer should
global technology rollouts, there is a distinctexpect from a technology rollout company difference between these one-dimensionalproviding nationwide and global services. It will systems and companies that employ a definedexplore the ideal unified Technology Rollout Technology Rollout System that is capable ofSystem and bring to light the issues that can only meeting aggressive goals. But first, it is importantbe resolved by employing a multi-dimensional to understand how the System fits into thesystem for complex nationwide and global technology and solution relationship.technology rollouts. Due to the complexity oftechnology rollouts, this will be the first in a series The relationship between technology, solutions,of topics that will each address a critical aspect of and a system is often confusing due to the lack ofnationwide and global rollout services. defined areas of responsibility. From a nationwide
and global deployment perspective, thisrelationship is defined in the following way:
Minimize project costs and time byunderstanding how a Technology RolloutSystem is applied on a nationwide or globallevel and how it can affect your budget, service,and selection process.Establish an accurate view of projectexpectations including costs and time bylearning how to categorize your rollout.Decide the right system for your rollout byunderstanding how to identify and evaluate atechnology rollout company's systemcapabilities.Improve customer satisfaction by executing a Technology is the driving force for the Solution.project from start to finish with a proven, It can be comprised of various new or legacyefficient Technology Rollout System. equipment and sets the stage for what type of
Solution will be designed.
The Solution answers the technologyrequirements. It defines the project requirementsand sets the stage for the implementationphase the System.
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Technology
Solution
System
(Implementation)
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3.
Defining a Technology RolloutSystem
What is a Technology Rollout?
The System is the processes, services,resources, and relationships required toimplement the Solution. It provides the map to
deliver the Solution to every site with speed andhighest quality of service.
The rollout services industry typically wrapssystem (implementation phase) into the Solutiondefinition. However, we believe the System'simplementation of the Solution is of criticalimportance and has its own key role in the overallproject. If the proper System is not in place todeliver the technology rollout services, fluidity andefficiency will be lacking.
The System/implementation phase is the areaToday's Technology Rollout System is a
providing the potential for gains in rollout speedcomprehensive, multi-technology, multi-service,
and quality, and so deserves special attention.multi-site system designed to meet varyingproject requirements in an ever-changingtelecommunications industry. It is comprised offour parts: Process Structure, Rollout ServicesModel, Internal Resources, and Partnerships.
Terms:
Technology RolloutConsists of (a) multiple sites (b) requiringtechnology services (c) implemented by onsitefield technicians.
CustomerThe organization or individual that engages thetechnology rollout company.
A Technology RolloutSystem is supported by the Process Structure.Technology Rollout CategoriesThis structure defines the processes formanagement of each technology rollout via
By understanding rollout categories and their Internal Resources and Partnerships. Thisspecific requirements, the customer will be betterincludes the Software Application that providesable to explain the level of service required to theweb-based services for customer projects.technology rollout company. The three technology
rollout categories are outlined below, numbered inThe Rollout Servicesorder of duration and relevance to nationwide or
Model is comprised of integrated multi-serviceglobal rollout services.components that are implemented through theProcess Structure. It is designed to meet andNote that a single project can consist of multipleexceed the reliability and flexibility needs ofcategories. Example: Total project scope consiststoday's rollout requirements.of 350 Category 1 rollout sites, 5 Category 2 rollout
sites, and 1 Category 3 rollout site.The internal resources
support a Technology Rollout System and includethe internal operations, network infrastructure,
Process Structure:
Rollout Services Model:
Internal Resources:
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Technology Rollout System(Implementation)
Technology Solution
RolloutServicesModel
Part 2
ProcessStructure
Part 1
Partnerships
Part 4
InternalResources
Part 3
Category Work Intensityper Site
Location
Timeframe perSite Location
Examples ofWork Required
1 Short 1 Day or Less1 Demarc Extension
and Router Install
2 Medium 2-6 Days20 Category 6 Cables
and 5 VoIP Phones
3 Long 7+ Days30 Access Points and Category 5e
Cables for Warehouse WiFi Network
Technology Rollout Categories
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system applications, training, and company rollout services. Thus the need for a well-defined,culture necessary to complete multi-technology, proven Technology Rollout System, whichmulti-service, multi-site field rollouts on time and includes a Software Application as part of its
within budget. process structure, capable of the growth andexpansion required to meet the ever-changing
Partner relationships are a needs of today's technology rollouts.critical piece of a Technology Rollout System. Withmultiple local resources located nationwide orglobally, a Technology Rollout System ensuresthat all site locations are serviced in a timely andefficient manner.
The rapid deployment of multi-technology,When employed by a capable rollout company,multi-service, multi-site field rollouts acrossthis integrated System enables the company tonationwide and global environments requires amanage all implementation services at peak
defined Process Structure as well as a uniqueefficiency, which translates to lower costs and time understanding of how to get the job done. Variouswhile providing high levels of service.Process Structures are employed by technologyrollout companies to facilitate the management ofmulti-site nationwide and global projects. Theprimary Process Structures and their advantagesare explained below. Refer to the Process
Web-based Software Applications are proficient at Structure diagrams for additional information.capturing processes, documenting work, andproviding visibility into projects. But a true What are the Process Structures?Technology Rollout System should consist of more
than just a Software Application. It should be well 1.defined and capable of efficiently leveraging all The customer uses a technology rolloutavailable resources to provide benefits such as company that directly manages field techniciansproject flexibility. A single Web-based Software through a direct partnership.Application falls short in this regard.
2.Example Scenario: If a customer averages 300 The customer uses a technology rollouttechnology rollouts per week (Category 1), how company that dhires subcontractors in a tiereddoes the technology ro l lout company hierarchy to manage field technicians.accommodate an increased scale of 600 rolloutsper week without decreasing quality of service? 3.
The customer or technology rollout companyAnswer: The rollout company relies on its Internal uses a Rent-a-Tech company in a sharedResources and Partnerships that support its management effort of field technicians.defined Process Structure in order to escalatecapabilities. With its primary purpose to provide 4.easily accessed services for customers (such as The customer or technology rollout companyreporting and project documentation), a Web- uses internal employees for project managementbased Software Application cannot account for and field technicians. In Internal Employeechanges in project scope, scale, or address Process Structures, additional external local fieldadvanced customer needs. It serves as a support technicians are likely to be required due to thetool, not as a viable replacement for the System number of sites and costs associated withitself.
employing sufficient internal field technicians tohandle nationwide or global rollouts.A Web-based Software Application alone will notsuffice as the company's sole 'system' of providing
System Part 1Process Structure
The Role of the Web-based SoftwareApplication
Partnerships:
Centralized Single-Tier
Centralized Multi-Tier
Rent-a-Tech
Internal Employee
(see diagram)
(see diagram)
(see diagram)
(see diagram)
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5. Hybrid communications means a single individual withA number of variations of the four basic structures which the customer interacts. However, it is criticalmay exist as a hybrid structure. They will have that the single point of contact is not the customer's
associated advantages and disadvantages on an only point of contact. Examples: Escalation Needsindividual structure basis. or Employee Absence.
Single Point of Contact vs. Multi-Point of Comparison Scenario: Process StructuresContact in Action
The meaning of Single Point of Contact may vary The following information compares the pros andwithin a given process structure. It can be used in a cons of each of the primary Process Structures.misleading manner to describe the interactionbetween the customer and multiple individualswithin a single company. This is accuratelydescribed as Multi-Point of Contact within a single
Runtime 5:18environment. True Single Point of Contact
Additional Structures: (see diagram)
Process Structure
Comparison Video
51st in the Series A Guide to Selecting the Right Technology Rollout Company for Your Project
CentralizedSingle-Tier
CentralizedMulti-Tier
Rent-A-Tech InternalEmployee
Responsibility Technology RolloutCompany
Shifts AmongMulti-Tiered Vendors
Customer or TechnologyRollout Company
Customer or TechnologyRollout Company
RiskManagement
Technology RolloutCompany
Technology Rollout Companyand/or Multi-Tiered Vendors
Customer or TechnologyRollout Company
Customer or TechnologyRollout Company
Site Call Back
Timeframe
Minimized Short to Medium Medium to High Short to High
Technician NoShows
Seldom Occurrence due toTechnician Redundancy
Moderate Risk due to TieredCommunication Layers
Responsible for
Replacement
Customer or Technology RolloutCompany
Responsible for
Replacement
Customer or Technology RolloutCompany
Site LiabilityIssues
Immediate Rectification Time-consuming due toMultiple Parties Involved
Time-consuming; RequiredInvolvement of Customer or
Technology Rollout Company
Time-consuming; RequiredInvolvement of Customer or
Technology Rollout Company
Labor Costs Minimized Typically Higher due toMultiple Vendors
Difficult to Calculate (PMInvolvement Resources
Required, Time, etc.)
, Difficult to Calculate, (PMInvolvement Resources
Required, Time, etc.)
Communication Timely & Accurate Risk of Delayed andInaccurate Communications
Dependent on Customer orTechnology Rollout Company
Internal Communication
Dependent on Customer orTechnology Rollout Company
Internal Communication
Project Tracking Full Accountability byTech. Rollout Co.
Shared AccountabilityAcross Multi-tiered Vendors
Full Accountability byCustomer or Technology
Rollout Company
Full Accountability byCustomer or Technology
Rollout Company
Process Structure Comparison Analysis
Comparison Scenario
Location Site Details Rollout Category Customer Timeframe
Work Details AdditionalInformation
Nationwide 1500 sites 1 3 Months Demarc Extensionwith Router Install
Tech. Rollout Co.Experienced & Pro.
Criteria
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& Technology component determines the detailsComparison Scenario Summaryand requirements for the methodology andBased on the comparisons above, the Centralizedadditional model components needed for aSingle-Tier Process Structure provides superior
particular rollout. The components are:benefits and highest quality of service whenemployed as part of a Technology Rollout System.
In order to deliver technology rollouts rapidly with aIdeal Process Structure: Centralized Single-Tiersingle point of contact, experienced projectmanagement is crucial. The ideal ProjectKey BenefitsManagement component incorporates threeDefined project implementation responsibilityprimary roles:by technology rollout company
Minimized project costsProgram Manager: This position oversees allHighest quality of serviceprograms, project managers, and providesTechnician redundancy that ensures project
quality assurance.completionProject Manager: This is the customer's singleTimely and accurate communicationpoint of contact from the initial meeting throughProject tracking accountability and growththe completion of the project.capabilitiesProject Facilitator: The Project Facilitator is fullyHighest quality of techniciansresponsible for all aspects of day-to-day deliveryof rollout services including scheduling andcoordination of all local and internal resources.
Traditional service models are dependent onindividual technology and equipment services.
However, to maximize efficiency and speed oflarge-scale rollouts, technology rollout companiesshould have a proven Rollout Services Model thatis technology independent and universallyadaptable. Such a Rollout Services Model enablesrapid, nationwide rollout services that include theplanning, management, and implementation of all Additional project management services can benecessary activities and processes. It allows for incorporated into individual components (i.e.,the use of one model with a single set of processes Warehouse Management, Billing Management).for the entire project.
Project Tracking: Under the Project Management
component, real-time project status and updatesModel Components are provided via an interactive Web-based portalThe Rollout Services Model is comprised of ninethat allows the customer to create online orders,components, which are integrated by the Projectview site history, and track the project.Management component. The Equipment
1.
System Part 2The Rollout Services Model
Project Management
Warehouse Manager: This position supervisesequipment deployment and logistics.
Technology Manager: The Technology
Manager manages the Web-based SoftwareApplication and provides support functions.
Partnership Manager: This role manages therecruitment and quality of the technologyrollout company's partnerships.
CentralizedSingle-Tier
CentralizedMulti-Tier
Rent-A-Tech InternalEmployee
ProjectCapabilities
Technology RolloutCompany Shifts AmongMulti-Tiered Vendors Customer or TechnologyRollout Company Customer or TechnologyRollout Company
Billing Technology RolloutCompany
Technology Rollout Companyand/or Multi-Tiered Vendors
Customer or TechnologyRollout Company
Customer or TechnologyRollout Company
Logistics &Configuration
Minimized Short to Medium Medium to High Short to High
Criteria
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Master Rollout AnalysisEvery component in the Rollout Services Modelhas an individual set of processes. Each of these In order to estimate project requirements
processes are detailed in a Component Template. accurately, site surveys are essential inTemplates can be combined to customize the determining job scope and equipment. There areservices required for each unique rollout project. two types of surveys, phone and onsite, used to
determine the requirements for each site.Component Templates: Each component haspre-defined templates that work in conjunctionwith one another to provide modularity. Thisenables the rollout company, during the analysis Robust Logistics & Configuration and Assetphase, to propose specific project requirements Management capabilities enable technologyand necessary services in a relatively short time. rollout companies to meet rapid rollout schedules
and Service Level Agreements (SLA). Companies
The proposed Component Templates and pricing must have a sufficient number of nationwideare incorporated into a Master Rollout Analysis equipment depots in order to provide thethat determines all project requirements. The equipment and materials onsite within establishedanalysis also evaluates the project for any timeframes. Additionally, they should havechange management that must occur before the experience in the areas of inventory management,rollout processes begin and defines the post- staging, equipment configuration, testing, kitting,rollout matrix needed to gauge performance. rack/stack, return services, logistics and
purchasing.
Connecting a business's network to the rest of theworld, the circuit is crucial to business operations. A technology rollout company must be able to
Accordingly, a technology rollout company should provide 24-hour support anytime, anywhere.be fully experienced with circuit installation and Capabilities should include response speed andtesting. Additionally, the company should have accuracy combined with service experience thatestablished relationships with carriers and ILECs includes: immediate issue ticketing, site historyin order to accelerate circuit delivery. and circuit/equipment ID checks, real-time email
and website status alerts, dispatching of certifiedlocal technicians, and nationwide equipment
While many tradit ional technology rollout distribution.companies specialize in specific equipment, theRollout Services Model is universal. It can be appliedto all voice, video, security and data equipment/ A project with multiple technicians working across
technology. Thus, a company employing the Rollout multiple site locations generates multiple bills.Services Model is not limited. It can provide With the Rollout Services Model, the technologyservices such as installations, configuration, rollout company provides a single consolidated billdecommissioning, maintenance, and servicing for delivered within days of job completion in theany type of equipment and technology. customer's chosen format.
Cabling adds complexity to rollouts. Whether the The Solution Support Component is an integralneed is for cabling inside or outside the plant, part of the relationship between the Solution and aor cabling through limited pathways, a technology Technology Rollout System which implements thatrollout company should offer full services that can solution. Individual services in this component can
meet any need including moves, adds, changes, be broad and varied, but always include supporttesting, cable management and electrical cabling elements for the customer that add the value of thewhen required. technology rollout company's expertise and
flexibility to the solution being implemented.
5.
6.
2.7.
3.
8.
4. 9.
Site Surveys & Estimates
Logistics & Configuration and AssetManagement
24/7 Maintenance
Equipment & Technology
Billing
Cabling Solution Support
Circuits
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valid indicator that they use a proven, effectiveTechnology Rollout System capable of completing Minimized project costs and timelarge-scale, high-volume projects and have the Multiple services in fewer truck rolls.
resources to accommodate increased project Technician redundancy and proximity togrowth. nationwide and global site locations.
Rapid delivery times ensure project completiondeadlines and emergency response
Knowledge of the industry in which the technology requirements are met.rollout company operates is another critical factor Reduced customer project managementin providing rapid nationwide and global rollout responsibilities allow customers to focus onservices. Knowledge of solution providers' project what's important to them their business.requirements plus an understanding of circuits and Scalable and flexible to meet increasingnetworks provide additional evidence of the industry and customer project demands.company's capabilities. Equipment and technology independence
ensures implementation of any solution (new orlegacy) rapidly and efficiently.Higher level of quality of service due to well-
Understanding a technology rollout company's defined processes, procedures and methods.financial strength and partnership relationships Reduced risk of project complications byfurther aids a customer's selection process. working with a company that uses a provenManaging dozens to hundreds of local partners system.daily demonstrates advanced skills. The companyshould be experienced in the resolution ofpayment and job-related disputes as well aspossess the financial responsibility to process
timely payments to its partners.
The ideal Technology Rollout System discussed atlength in this paper defines a unique industryservice standard that sets companies that employit apart from traditional, one-dimensional,technology-dependent service companies. It isdetailed in the following diagram
The list below summarizes the primary benefits ofthe ideal Technology Rollout System.
How the Ideal System Benefits YourProject
- C.K. Prahalad & Venkatram Ramaswamy,Optimize
Industry knowledge
Financial strength and partnership wisdom
It's about marrying efficiency with innovation andrequiring managers to consider the following:cycle time and cost reduction, leveraging scaleand scope, reduction of resources, partners as
role models for change, and reduction of risk.
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Ideal Technology Rollout System
Technology Solution
RolloutServices
Model
Part 2
CentralizedSingle-Tier
ProcessStructure
Part 1
Partnerships
Part 4
Internal
Resources
Part 3
Technology RolloutCompany DirectlyManages FieldResourcesStreamlinedCommunicationProject TrackingRisk ManagementQuality Assurance
Project ManagementCircuitsEquipment &TechnologyCablingSite Surveys &EstimatesLogistics &Configuration24/7 MaintenanceBilling
Solution Support
Internal OperationsNetwork InfrastructureWeb-basedSoftware Application(s)TrainingCompany Culture
PartnershipManagementTechnicianRedundancyLocally DispersedNationwide & GloballyCertified &Professional
What You Should Know Before Makinga Decision
company compensate for missing benefits,lower quality of service, and/or higher price?Have a verifiable level of expertise (years ofoperation, weekly project load, etc.) in rapidly
Assessing the capabilities of a technology rollout deploying nationwide or global technologycompany is vital before awarding a nationwide or rollouts?
global project. Before making a decision on which O f f e r t r u e s i n g l e - p o i n t - o f - c o n t a c ttechnology rollout company to use for your critical communica t ion o r i s i t mu l t i -po in tproject implementation needs, first find out does communication within a single environment?the company: Have a record of establishing strong
partnerships? (Having partnerships at everyEmploy a comprehensive Technology Rollout available geographic location helps minimizeSystem with defined Process Structure, Rollout travel and response time, thus lowering costs.)Services Model, Internal Resources, andPartnerships? Additional in-depth information about evaluatingUtilize a particular type of Process Structure? technology rollout companies effectively will beIf it is Centralized Single-Tier, does the company provided in upcoming issues within this series.manage field technicians directly? (If not, then itis not a true Single-Tiered Process Structure.)If it is not Centralized Single-Tier, how will the
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Conclusion References
About Concert Technologies
Fischer, William A., Innovation: The Critical Path to
Customers can employ rapid, cost-effective, Success or Failure, Keeping up with the pace ofhands-free solutions for their large, complexchange, IMD, (April 2008).technology rollouts. However in order to do so,
they must realize that the rollout company theyPrahalad, C.K. & Ramaswamy, Venkatram, Thechoose has to offer more than just a single point ofCollaboration Continuum Understand the Fullcontact utilizing a software tracking system andGoals and Complexity of Collaboration Beforecontacts in various locations.Moving Forward, Collaborative Strategies,Optimize (November 2001).Tangible benefits come from experienced, expert
rollout companies that offer a proven system ofWells, Isabel, et al, Ten Tips for Successfullyprocesses and services that work in harmony toImplementing ITIL, CIO Update (October 5, 2005).
achieve the desired results. The ideal TechnologyRollout System enables companies to minimizeproject costs, ensure timely project completion,and reduce customer management effort.
This paper was authored by Dennis Mazaris,President and Founder of Concert Technologies,Inc. Since 1995, Concert Technologies has offeredrapid delivery of multi-site, multi-service, multi-technology rollouts on both a national and globalscale. Our Maestro Technology Rollout System,the world's first unified system, is based on theproven methodologies that span our extensiveexperience of providing professional rolloutservices.
For more information:Visit our website:Contact Dennis Mazaris, President:
www.concert .comtech
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Centralized Single-TierProcess Structure
Centralized Multi-TierProcess Structure
Customer
TechnologyRollout Company
1st TierSubcontractor
2nd TierSubcontractor
3rd TierSubcontractor
LocalField Technicians
Customer
TechnologyRollout Company
LocalField Technicians
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Rent-a-TechProcess Structure
Internal EmployeeProcess Structure
LocalField
Technicians
Customer
Customer Internal Project Manager orTechnology Rollout Company
InternalLocal FieldTechnicians
ExternalLocal FieldTechnicians
LocalField
Technicians
Customer
Customer InternalProject Manager or
Technology Rollout Company
Rent-a-TechCompany
LocalField
Technicians
LocalField
Technicians
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HybridProcess Structures
Geographical Centralized Multi-Tier Internal Employee/Rent-aTech
1st TierSubcontractor(West Coast)
2nd TierSubcontractor(West Coast)
LocalField Technicians
(West Coast)
Customer
TechnologyRollout Company
1st TierSubcontractor(Central)
1st TierSubcontractor(East Coast)
2nd TierSubcontractor
(Central)
2nd TierSubcontractor(East Coast)
LocalField Technicians
(Central)
LocalField Technicians
(East Coast)
Customer
Customer InternalProject Manager
Rent-a-TechCompany
InternalLocal FieldTechnicians
ExternalLocal FieldTechnicians