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Rhombus General Information 2009

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Transcript

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