Systems Certification Program


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Systems Certification Program and methodologies

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Systems Certification Program

  1. 1. NICE Systems Product Certification Program
  2. 2. NICE Systems Certification Program <ul><li>Overview: </li></ul><ul><li>In order to provide consistent sales, installation and maintenance to all end users of NICE Systems products, NICE has established a Product Certification Program. </li></ul>
  3. 3. NICE Systems Certification Program <ul><li>Product Certification is being developed to: </li></ul><ul><li>Establish measurable corporate standards for the accurate representation and support of NICE products. </li></ul><ul><li>Provide Sales & Marketing with a national network of qualified NICE product resellers. </li></ul><ul><li>Increase the value add of NICE Systems Resellers </li></ul>
  4. 4. NICE Systems Certification Program <ul><li>This program will consist of two Levels. </li></ul><ul><ul><ul><li>Level 1: Certified Premier Solutions Provider - Product Sales Authorization - Level 1 Technical Certification </li></ul></ul></ul><ul><ul><ul><li>Level 2: Value Added Reseller (VAR) - Level 2 Advanced Technical Certification - Project Management - Train the Trainer </li></ul></ul></ul>
  5. 5. NICE Systems Certification Program <ul><li>Project Management Program Outline </li></ul><ul><ul><li>Attend Professional Project Management course from NICE approved course list </li></ul></ul><ul><ul><li>Attend Nice Systems Project Management Certification Program </li></ul></ul>
  6. 6. NICE Systems Project Management Certification Program
  7. 7. Project Management Certification <ul><li>Purpose of this Course: </li></ul><ul><li>To provide a guideline for Project Managers both internal to NICE Systems, and external to our Channel Partners for the purpose of ensuring a successful implementation of NICE products. </li></ul>
  8. 8. Project Management Certification <ul><li>A Project is defined to be: </li></ul><ul><li>Any implementation requiring professional services to coordinate and schedule the installation of hardware and software including all resources, documentation, developments, and equipment. </li></ul>
  9. 9. Project Management Certification <ul><li>NICE Professional Services Resources include: </li></ul><ul><ul><li>Project Management </li></ul></ul><ul><ul><li>Technical Management </li></ul></ul><ul><ul><li>Consulting Services </li></ul></ul><ul><ul><li>Application Engineering </li></ul></ul><ul><ul><li>Lab Certification </li></ul></ul><ul><ul><li>Sophisticated Technical Installation Services </li></ul></ul>
  10. 10. Project Management Certification <ul><li>Why have a Project Manager? </li></ul><ul><li>Responsibilities of the Project Manager </li></ul><ul><ul><li>Project Planning (on-Going) </li></ul></ul><ul><ul><ul><li>Weekly Project reports </li></ul></ul></ul><ul><ul><ul><li>Detailed Project Plan </li></ul></ul></ul><ul><ul><ul><li>Weekly Conference Calls (Bridge provided)-up </li></ul></ul></ul>
  11. 11. Project Management Certification <ul><li>Responsibilities of the Project Manager </li></ul><ul><ul><li>Site Readiness </li></ul></ul><ul><ul><ul><li>Site Survey/Profile </li></ul></ul></ul><ul><ul><ul><li>Site Preparation Documentation </li></ul></ul></ul><ul><ul><ul><li>Equipment ordering and follow-up </li></ul></ul></ul><ul><ul><ul><li>Equipment expediting </li></ul></ul></ul><ul><ul><ul><li>Connectivity / Network consulting </li></ul></ul></ul><ul><ul><ul><li>Vendor site-preparation verification </li></ul></ul></ul><ul><ul><ul><li>Site preparation validation </li></ul></ul></ul>
  12. 12. Project Management Certification <ul><li>Responsibilities of the Project Manager </li></ul><ul><li>Resource Administration </li></ul><ul><ul><li>Installation Coordination </li></ul></ul><ul><ul><li>Training Coordination </li></ul></ul><ul><ul><li>Customer Support Coordination </li></ul></ul><ul><ul><li>Technical escalation </li></ul></ul><ul><ul><li>Single point of contact </li></ul></ul><ul><ul><li>Remote Monitoring </li></ul></ul>
  13. 13. Project Management Certification <ul><li>Responsibilities of the Project Manager </li></ul><ul><li>Documentation </li></ul><ul><ul><li>Document additional changes if needed </li></ul></ul><ul><ul><li>Assist in writing internal support documentation </li></ul></ul><ul><ul><li>Provide any requested documentation prior to installation </li></ul></ul><ul><ul><li>Completed Site Document </li></ul></ul><ul><ul><li>Service Level Agreement </li></ul></ul>
  14. 14. Project Management Certification <ul><li>Responsibilities of the Project Manager </li></ul><ul><li>Acceptance Test Process </li></ul><ul><ul><li>Verification of system functionality </li></ul></ul>
  15. 15. Project Management Certification <ul><li>Responsibilities of the Technical Manager </li></ul><ul><ul><ul><li>Clarification of Statement of Work (SOW) specifics to the Project Manager </li></ul></ul></ul><ul><ul><ul><li>All R&D, application, and related integration issues </li></ul></ul></ul><ul><ul><ul><li>Technical Services </li></ul></ul></ul>
  16. 16. Project Management Certification <ul><li>Responsibilities of the Consultant </li></ul><ul><ul><ul><li>client environment analysis </li></ul></ul></ul><ul><ul><ul><li>recording solutions blue prints (pre-implementation analysis) </li></ul></ul></ul><ul><ul><ul><li>recording performance analysis (projected VS actual call center performance) </li></ul></ul></ul><ul><ul><ul><li>applications design and solutions </li></ul></ul></ul><ul><ul><ul><li>Application consulting for client or third party contracting implementationServices </li></ul></ul></ul>
  17. 17. Project Management Certification <ul><li>Responsibilities of the Application Engineer </li></ul><ul><ul><ul><li>application development </li></ul></ul></ul><ul><ul><ul><li>implementation </li></ul></ul></ul><ul><ul><ul><li>integration, and </li></ul></ul></ul><ul><ul><ul><li>knowledge transfer to the client and to NICE Systems Ltd. support for further maintenance </li></ul></ul></ul>
  18. 18. Project Management Certification <ul><li>Responsibilities of the Lab Engineer </li></ul><ul><ul><ul><li>Certification (testing) of application </li></ul></ul></ul><ul><ul><ul><li>Integration by client or a third party contracting </li></ul></ul></ul>
  19. 19. Project Management Certification <ul><li>Responsibilities of the Tier-3 Installer </li></ul><ul><ul><ul><li>Integrated sophisticated installation </li></ul></ul></ul><ul><ul><ul><li>Documentation of all installation procedures including trouble shooting </li></ul></ul></ul><ul><ul><ul><li>Transfer of knowledge of these new installations </li></ul></ul></ul><ul><ul><ul><li>Knowledge Center (Customer service) for future users of new implementation procedures </li></ul></ul></ul><ul><ul><ul><li>Backup support for technical managers </li></ul></ul></ul><ul><ul><ul><li>Backup support for NICE Systems LTD’s Customer Support </li></ul></ul></ul>
  20. 20. Project Management Certification <ul><li>The Project Manager therefore </li></ul><ul><ul><li>plays an Integral Role </li></ul></ul><ul><ul><ul><li>in the Successful Implementation </li></ul></ul></ul><ul><ul><ul><li>of NICE Products. </li></ul></ul></ul>
  21. 21. Project Management Certification <ul><li>Definition of a Project Life Cycle: </li></ul><ul><li>A representation of the generic flow of events, in the order in which they are most likely to occur during the life of a Project. </li></ul>
  22. 22. Project Management Certification
  23. 23. Project Management Certification <ul><li>Project Life Cycle Timeline </li></ul><ul><ul><li>Pre-Sales </li></ul></ul><ul><ul><li>Project Planning </li></ul></ul><ul><ul><li>Pre-Site Preparation </li></ul></ul><ul><ul><li>Install ATP </li></ul></ul><ul><ul><li>Training ATP </li></ul></ul><ul><ul><li>Customer Service </li></ul></ul>