Rhombus General Information 2009


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Rhombus General Information 2009

  1. 2. Company, infrastructure & value stream <ul><li>North American network of over 3500 sub-contractors. Covering Canada, United States, Mexico, Caribbean Islands, and Puerto Rico. </li></ul><ul><li>Rhombus Executives, Accounting and Operations teams are based in Bellmawr, New Jersey. </li></ul><ul><li>Rhombus has Depot Facilities in every major metro market in North America used for warehousing, staging, testing & packaging: </li></ul><ul><li>Sub-contractors have cell phones, and email capability for sign off </li></ul><ul><li>sheets & photos. (laptops available upon request) </li></ul><ul><li>Rhombus utilizes Six Sigma </li></ul><ul><li>processes in the design & </li></ul><ul><li>development of a national installation </li></ul><ul><li>and service program. </li></ul>
  2. 3. Company, infrastructure & value stream Two Operations Divisions: RESPONSIBILITIES Preventative Maintenance Emergency Service 24/7 Customer Service Help Desk RESPONSIBILITIES Site Audit Site Prep Transportation/Logistics Staging Installation Projects Projects Division is responsible for all installations and national rollout programs. Service Service Division is responsible for emergency field service and call center help desk support
  3. 4. Company, infrastructure & value stream                                                             
  4. 5. Company, infrastructure & value stream <ul><li>Digital Signage </li></ul><ul><li>Kiosks </li></ul><ul><li>Electrical </li></ul><ul><li>Data cabling </li></ul><ul><li>Telecommunications </li></ul><ul><li>Wireless Networking </li></ul><ul><li>Satellite </li></ul><ul><li>POS </li></ul><ul><li>PC Install/Repair </li></ul><ul><li>Carpentry </li></ul><ul><li>Fixtures </li></ul><ul><li>Displays </li></ul><ul><li>Signage </li></ul><ul><li>Site Surveys </li></ul><ul><li>And more… </li></ul>Listing of Rhombus’ Services:
  5. 6. Company, infrastructure & value stream <ul><li>Project Managers manage multiple vendors, agents and sub-contractors to perform the assigned project. </li></ul><ul><li>For visibility and accountability, Rhombus provides one point of contact and delivers reliable reporting, scheduled or on demand. </li></ul><ul><li>Offerings are tailored to individual customer requirements and include system analysis, needs assessment and system design. </li></ul><ul><li>Rhombus provides a total solution that specializes in &quot;local&quot; technicians . </li></ul><ul><li>Rhombus has experienced Project Managers and Field Technicians with a track record of successful national product installations and service. </li></ul>
  6. 7. Installation Process <ul><li>Perform trial installations and develop a comprehensive Installation Manual and Sign Off Form. </li></ul><ul><li>Customer provides Rhombus with a detailed Installation Work Order including: </li></ul><ul><ul><li>Name and address; </li></ul></ul><ul><ul><li>Contact information; </li></ul></ul><ul><ul><li># of units per location; </li></ul></ul><ul><ul><li>Exact desired location of installation; </li></ul></ul><ul><ul><li>Site Survey required; </li></ul></ul><ul><ul><li>Software to be loaded on unit; </li></ul></ul><ul><ul><li>Other pertinent information. </li></ul></ul><ul><ul><ul><ul><ul><li>Continued >> </li></ul></ul></ul></ul></ul>
  7. 8. Installation Process <ul><li>Rhombus coordinates the schedule design to include; logistics, installation dates and timelines for all national rollouts. </li></ul><ul><li>Rhombus can coordinate transportation logistics from manufacturing warehouse to regional warehouse facilities. </li></ul><ul><li>Project Coordinators dispatch technicians and provide all required pre-installation training (online training, installation manuals, etc). </li></ul><ul><li>Contractors deliver the unit(s) to the installation location on designated date . </li></ul><ul><li>Technicians calls 1-877-RHOMBUS x 717 to check in upon arrival onsite (automated check in system). </li></ul><ul><ul><ul><ul><ul><li>Continued >> </li></ul></ul></ul></ul></ul>
  8. 9. Installation Process <ul><li>Technicians will transport unit from the storage area to the installation location. </li></ul><ul><li>Technicians will follow the Installation Manual steps. </li></ul><ul><li>Technicians will train onsite personnel on unit and minor maintenance routines. </li></ul><ul><li>Technicians will clear all debris and ensure area is clean. </li></ul><ul><li>Technicians will have Customer complete Sign Off documentation. </li></ul><ul><li>Technicians call 1-877-RHOMBUS x718 to check out (automated system). </li></ul>
  9. 10. Service Process <ul><li>Customer emails “Service Work Order” including: </li></ul><ul><ul><li>Name and address; </li></ul></ul><ul><ul><li>Contact information; </li></ul></ul><ul><ul><li># of units per location; </li></ul></ul><ul><ul><li>Exact desired location of installation; </li></ul></ul><ul><ul><li>Site Survey required; </li></ul></ul><ul><ul><li>Software to be loaded on unit; </li></ul></ul><ul><ul><li>Other pertinent information. </li></ul></ul><ul><li>All Materials prepared and shipped (if needed) and project manager is advised on expected delivery and service date. </li></ul><ul><li>Project Manager dispatches service Technician to perform service call on designated date and time. </li></ul><ul><li>Rhombus provides a daily report with all open and closed service calls. </li></ul><ul><ul><ul><ul><ul><li>Continued >> </li></ul></ul></ul></ul></ul>
  10. 11. Service Process <ul><li>Technician calls 1-877-RHOMBUS x 717 to check in upon arrival onsite (automated check in system). </li></ul><ul><li>If Technician needs any assistance they call 1-877-RHOMBUS x 719 and a Help Desk Representative will assist them with their needs. </li></ul><ul><li>Technician completes service call request and performs 1 st level maintenance routine on unit. </li></ul><ul><li>Technician has customer sign off on completed work order document and takes photos (if required). </li></ul><ul><li>Rhombus Technician calls 1-877-RHOMBUS x718 to check out (automated system). </li></ul>
  11. 12. Customer Service Infrastructure <ul><li>Systems, Processes, Policies and Procedures </li></ul><ul><li>24 Hour call center customer support and/or IT Help Desk </li></ul><ul><li>Dedicated toll free phone # would be established and listed on all units in order to quickly direct all customers to proper support. </li></ul><ul><li>Customized email addresses will be provided to Project Management Team (i.e. kiosk@rhombusservices.com). E-mail will be directed to a Service Team Member. </li></ul><ul><li>Service Reps respond quickly to all requests </li></ul><ul><li>to let the customer know that we are working </li></ul><ul><li>on the issue at hand. </li></ul><ul><li>Daily update via email listing all open and closed service requests. </li></ul>
  12. 13. <ul><li>Rhombus is capable of handling all transportation logistics from port of entry or manufacturing facility to our National/Regional warehouses and on to the final destination for the product. </li></ul><ul><li>Rhombus can provide “truckload” service as well as “white glove” service for transportation across North America. </li></ul><ul><li>Rhombus provides “final mile - white glove” delivery from regional warehouse to the installation location, with or without lift gates depending on specific location needs. </li></ul>Inbound & outbound transportation capabilities
  13. 14. Warehouse & staging capabilities Secured Inventory <ul><li>Receive initial Inventory and logged by Serial Number into Inventory </li></ul><ul><ul><li>Inventory placed in a secured cage with controlled keyed access; </li></ul></ul><ul><ul><li>Each customer is given a specific inventory location. </li></ul></ul>Staging <ul><li>Receive Staging Work Order Request from partner </li></ul><ul><ul><li>Open Request, confirm receipt of work order; </li></ul></ul><ul><ul><li>Pull and relieve Inventory from stock; </li></ul></ul><ul><ul><li>Un-box equipment, test components and configure per request; </li></ul></ul><ul><ul><li>Interconnect and test as completed system; </li></ul></ul><ul><ul><li>Ship as directed by work order. </li></ul></ul>Replenishment <ul><li>Inventory Control. </li></ul><ul><ul><li>Rhombus notifies partner of inventory replacement as parts are used; </li></ul></ul><ul><ul><li>Could be automatic re-order levels or manually monitored; </li></ul></ul>RMA Initiated (Return Material Authorization) <ul><li>RMA – Defective Part notification received by Rhombus. </li></ul><ul><ul><li>Tracking number assigned; </li></ul></ul><ul><ul><li>Replacement Part shipped immediately; </li></ul></ul><ul><ul><li>Part is repaired or replaced; </li></ul></ul><ul><ul><li>Replacement/fixed Part is returned to available Inventory. </li></ul></ul>Partner Access <ul><li>Reports. </li></ul><ul><ul><li>Periodic project and customer review meetings as required; </li></ul></ul><ul><ul><li>Inventory and Work Order Status available on demand; </li></ul></ul><ul><ul><li>Interact with partner or end user as required. </li></ul></ul>
  14. 15. Company, infrastructure & value stream <ul><li>Rhombus Services’ core competence is </li></ul><ul><li>providing Commercial Installation and Service. </li></ul><ul><li>Rhombus Team Core Values: </li></ul><ul><li>D evelop Solutions; </li></ul><ul><li>E xceed Expectations; </li></ul><ul><li>B uild Relationships; </li></ul><ul><li>I mprove Processes. </li></ul>