Service Delivery Process for Partnership Considerations A FlackVentures Process Example

Executive Summary Company ABC was a data center/web hosting company seeking to expand to Europe. A potential partner was found and this presentation was required to communicate the general business process for international service delivery. December 19, 2008

Company ABC was a data center/web hosting company seeking to expand to Europe.

A potential partner was found and this presentation was required to communicate the general business process for international service delivery.

Company Description "Company ABC" is the premier provider of outsourced services for strategic corporate web solutions and Internet-enabled core business processes. "Company ABC" manages these services through world-class, quality-driven facilities and a variety of technical, process and professional expertise. Our customer-driven solutions incorporate mission-critical implementations of standard and innovative technologies. Clients leverage "Company ABC"’s extensive experience as well as our strategic relationships with leading industry vendors. Customers receive secure, scalable, high performance solutions in response to their specific requirements, and enjoy a greatly accelerated industry-leading time to market.

"Company ABC" is the premier provider of outsourced services for strategic corporate web solutions and Internet-enabled core business processes.

"Company ABC" manages these services through world-class, quality-driven facilities and a variety of technical, process and professional expertise.

Our customer-driven solutions incorporate mission-critical implementations of standard and innovative technologies. Clients leverage "Company ABC"’s extensive experience as well as our strategic relationships with leading industry vendors.

Customers receive secure, scalable, high performance solutions in response to their specific requirements, and enjoy a greatly accelerated industry-leading time to market.

Customer Experience Goals Standardize Process for consistency and effectiveness predictability Clearly defined expectations for service Make process customer-friendly Minimize Cost of Sale Competently handle custom requirements Minimize over-promising Ensure full data capture and transfer Build a process that scales well Strongly incents people involved to correct behaviors Design is proactive, not reactive

Standardize Process for consistency and effectiveness predictability

Clearly defined expectations for service

Make process customer-friendly

Minimize Cost of Sale

Competently handle custom requirements

Minimize over-promising

Ensure full data capture and transfer

Build a process that scales well

Strongly incents people involved to correct behaviors

Design is proactive, not reactive

Influencing Factors Cost of Sale Time to Market Integration with Partner Sales Channels Integration with Partner’s Operations

Cost of Sale

Time to Market

Integration with Partner Sales Channels

Integration with Partner’s Operations

Service Delivery Model Standard Solution Complicated Solution

Standard Solution

Complicated Solution

Service Delivery Model

Service Delivery Model

Inception -- "Company ABC" Answers Professional Greeting Standard Operating Procedures / Scripts No Promises Send Questionnaire Qualify Clients Identify Client Timeline

Professional Greeting

Standard Operating Procedures / Scripts

No Promises

Send Questionnaire

Qualify Clients

Identify Client Timeline

Inception -- Information Given Project Manager Assigned Questionnaire analyzed PM builds team Assignment of Architect / Engineer PM owns customer from inception through transition Project File Created

Project Manager Assigned

Questionnaire analyzed

PM builds team

Assignment of Architect / Engineer

PM owns customer from inception through transition

Project File Created

Elaboration -- Team Work Detailed Requirements Analyzed Meetings with customer Gap Analysis Risk Analysis Documentation *** Decision Point ***

Detailed Requirements Analyzed

Meetings with customer

Gap Analysis

Risk Analysis

Documentation

*** Decision Point ***

Elaboration -- Design & Analysis Development of proof of concept Produce architectural plan Update project plan Peer Review Require customer approval Implementation date determined Contract Signed

Development of proof of concept

Produce architectural plan

Update project plan

Peer Review

Require customer approval

Implementation date determined

Contract Signed

Construction Client Relations Manager is assigned to customer Client is phased into CRM as point of contact Inventory ordered Operations builds machines Unit review and approval Supported applications are installed and configured

Client Relations Manager is assigned to customer

Client is phased into CRM as point of contact

Inventory ordered

Operations builds machines

Unit review and approval

Supported applications are installed and configured

Construction continued Monitoring is implemented and tested Solution is tested and approved Operation, PM, CRM and client sign off on solution Customer installs non-supported applications CRM facilitates implementation of additional monitoring

Monitoring is implemented and tested

Solution is tested and approved

Operation, PM, CRM and client sign off on solution

Customer installs non-supported applications

CRM facilitates implementation of additional monitoring

Transition Client Relations Manager owns customer Escalation procedures reviewed Documentation is completed IDs and passwords are transferred Procedures and SLA reviewed Post Mortem is conducted CRM becomes focal contact point for all interactions with the customer PM and CRM schedules 6 month review and evaluation

Client Relations Manager owns customer

Escalation procedures reviewed

Documentation is completed

IDs and passwords are transferred

Procedures and SLA reviewed

Post Mortem is conducted

CRM becomes focal contact point for all interactions with the customer

PM and CRM schedules 6 month review and evaluation

Service Delivery Model

Inception -- "Company ABC" Answers Professional Greeting Standard Operation Procedures / Scripts No Promises Send Questionnaire Qualify Clients Identify Client Timeline

Professional Greeting

Standard Operation Procedures / Scripts

No Promises

Send Questionnaire

Qualify Clients

Identify Client Timeline

Inception -- Information Given Project Manager Assigned Questionnaire analyzed PM builds team Assignment of Architect PM owns customer from inception through transition Project File Created

Project Manager Assigned

Questionnaire analyzed

PM builds team

Assignment of Architect

PM owns customer from inception through transition

Project File Created

Elaboration -- Team Work Detailed Requirements Analyzed Meetings with customer Gap Analysis Risk Analysis Documentation *** Decision Point ***

Detailed Requirements Analyzed

Meetings with customer

Gap Analysis

Risk Analysis

Documentation

*** Decision Point ***

Inception -- Consulting Services Requirements analysis Information gathering 3rd party product research Consulting Team built under the PM and the architect

Requirements analysis

Information gathering

3rd party product research

Consulting Team built under the PM and the architect

Elaboration -- Consulting Services Meetings conducted with client to develop required results Gap Analysis & Risk Analysis Proof of Concept & Proof of Engineering Identify metrics and measurements Testing plan designed Signature agreement between client and "Company ABC"

Meetings conducted with client to develop required results

Gap Analysis & Risk Analysis

Proof of Concept & Proof of Engineering

Identify metrics and measurements

Testing plan designed

Signature agreement between client and "Company ABC"

Testing -- Consulting Services Implementation of testing plan Build client computing model Perform testing and metrics analysis

Implementation of testing plan

Build client computing model

Perform testing and metrics analysis

Transition -- Consulting Services Was the proof of engineering successful? If not successful, we return to the Inception stage and re-evaluate goals and metrics with customer If successful, we return to the Construction phase of the initial model. Deliverables Architectural plan New product Engineering documentation Contract Signed

Was the proof of engineering successful?

If not successful, we return to the Inception stage and re-evaluate goals and metrics with customer

If successful, we return to the Construction phase of the initial model.

Deliverables

Architectural plan

New product Engineering documentation

Contract Signed

Construction Client Relations Manager is assigned to customer Client is phased into CRM as point of contact Inventory Ordered Operations builds machines Unit review and approval Supported applications are installed and configured

Client Relations Manager is assigned to customer

Client is phased into CRM as point of contact

Inventory Ordered

Operations builds machines

Unit review and approval

Supported applications are installed and configured

Construction continued Monitoring is implemented and tested Solution is tested and approved Operations, PM, CRM and client sign off on solution Customer installs non-supported applications CRM facilitates implementation of additional monitoring Value Added Service: Fully inclusive solutions testing

Monitoring is implemented and tested

Solution is tested and approved

Operations, PM, CRM and client sign off on solution

Customer installs non-supported applications

CRM facilitates implementation of additional monitoring

Value Added Service:

Fully inclusive solutions testing

Transition Client Relations Manager owns customer Escalation procedures are reviewed Documentation is completed IDs and passwords are transferred Procedures and SLA is reviewed Post Mortem is conducted CRM becomes focal contact point for all interactions with the customer PM schedules 6 month review and evaluation

Client Relations Manager owns customer

Escalation procedures are reviewed

Documentation is completed

IDs and passwords are transferred

Procedures and SLA is reviewed

Post Mortem is conducted

CRM becomes focal contact point for all interactions with the customer

PM schedules 6 month review and evaluation

New Roles in the Service Delivery Model Architect Project Manager Client Relations Manager Outsourced Call Center

Architect

Project Manager

Client Relations Manager

Outsourced Call Center

Architect Our most highly skilled engineers Have design and implementation experience in both small and large scale environments Possess solid customer presentation skills Primary Objective: Guide the customer is designing scalable, manageable solution

Our most highly skilled engineers

Have design and implementation experience in both small and large scale environments

Possess solid customer presentation skills

Primary Objective:

Guide the customer is designing scalable, manageable solution

Client Care Project Manager Client Relations Manager Outsourced Call Center

Project Manager

Client Relations Manager

Outsourced Call Center

Project Manager Owns the customer throughout the Inception, Elaboration, Construction, and Transition phases of the Service Delivery model Evaluates Service Needs Special Service Needs Standard Requires strong project management and organizational skills Serves as a mentor for the maintenance managers Primary Objective: Manage the implementation process and resource utilization

Owns the customer throughout the Inception, Elaboration, Construction, and Transition phases of the Service Delivery model

Evaluates Service Needs

Special Service Needs

Standard

Requires strong project management and organizational skills

Serves as a mentor for the maintenance managers

Primary Objective:

Manage the implementation process and resource utilization

Client Relations Manager Develops into the primary point of contact for the customer in the Maintenance Phase Joins the service delivery model during the construction phase CRM’s participation is required for all customer contact throughout the life of the relationship Paradigm shift from reactive model to a proactive model

Develops into the primary point of contact for the customer in the Maintenance Phase

Joins the service delivery model during the construction phase

CRM’s participation is required for all customer contact throughout the life of the relationship

Paradigm shift from reactive model to a proactive model

Outsourced Call Center Dedicated………... Addresses language barriers and eliminates client service bottlenecks Provides greater Client Care Leads to satisfied clients and customer retention Leverages Call Center Expertise

Dedicated………...

Addresses language barriers and eliminates client service bottlenecks

Provides greater Client Care

Leads to satisfied clients and customer retention

Leverages Call Center Expertise

Customer Issue Process- Goals Ownership of issue resolution Internal SLA’s CRM facilitates all calls with the client- Ensures the quality of the client experience

Ownership of issue resolution

Internal SLA’s

CRM facilitates all calls with the client- Ensures the quality of the client experience

Customer Issue Process Flow Accountability for all groups involved Ownership of Customer Issue Defined roles of internal organizations Internal SLA’s between organizations Clear Escalation path within organization

Accountability for all groups involved

Ownership of Customer Issue

Defined roles of internal organizations

Internal SLA’s between organizations

Clear Escalation path within organization

Value Proposition WHAT WE BRING Complete Business Model- Best Practices Complete Service Delivery Model Complete Operations Management Complete Data Center Management WHAT WE SHARE Client Base Revenue Mutual Facilities Network Marketing Capital

WHAT WE BRING

Complete Business Model- Best Practices

Complete Service Delivery Model

Complete Operations Management

Complete Data Center Management

WHAT WE SHARE

Client Base

Revenue

Mutual Facilities

Network

Marketing

Capital

Advantages for Partners Additional Revenue Streams Market Leadership Cost Savings in Market Development Time to Market Facilitate European Market Entry US Data Facilities Superior Product Proposition Premier Quality of Service

Additional Revenue Streams Market Leadership

Cost Savings in Market Development

Time to Market

Facilitate European Market Entry

US Data Facilities

Superior Product Proposition

Premier Quality of Service

Advantages for "Company ABC" Additional Revenue Streams Maintains Market Leadership Enhances IPO Value Superior Product Proposition Compatible Business Models Achieves Immediate Global Status Capitalize on 4-6 month European Window of Opportunity

Additional Revenue Streams

Maintains Market Leadership

Enhances IPO Value

Superior Product Proposition

Compatible Business Models

Achieves Immediate Global Status

Capitalize on 4-6 month European Window of Opportunity