Cisco TelePresence Experience & Order Assurance Program January 2012 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 Experience & Order Assurance Program Overview Definition Quick Facts Why it exists How its evolved Experience & Order Assurance Process Overview Upcoming Launches © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 TSBU Program Management Office (PMO) In partnership with Cisco Customer Service Operations (CS) Focus on Customer Satisfaction and Partner Enablement Provides end-to-end process to validate room & network readiness prior to customer deployment Validates ordering requirements defined by Cisco/Partner Contract Offers customized delivery management © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 CS validates ALL orders at order entry automatically or manually CTS-3x10’s High Touch products placed on Compliance Hold prevents shipping Compliance Hold lifted by CS/Mfg when process requirements met CTS-T3-K9 (immersive & non-immersive) All assessment are processed via fully automated Web Tool RRA: Room readiness Assessment NPA: Network Path Assessment CTS-1300 47” / 65” / ACR PHR: Product Hold Release PIA: Post Installation Assessment Any other holds, order management needs are managed by CS © 2010 Cisco and/or its affiliates. All rights reserved. CTS-CTMS Cisco Confidential 5 Foster Partner & Customer Success Partners enabled for Advanced Services Delivery Stay close to our Partners Stay close to our Customers Partner Enablement Maintain High Level of Customer Satisfaction CAP Account Avoidance Oversight by Cisco Subject Matter Expert Continual process improvement across Cisco Customer Manage Global Business Dedicated Engineering Support Manage Global Business Complex Multi-Theater Deals Authorized ATP ONLY Orderability Complex reverse logistics © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 Partner Enablement TSBU Experience & Order Assurance is a critical program directly contributing to the success of our business Customer Manage Global Business © 2010 Cisco and/or its affiliates. All rights reserved. Dedicated Engineering Support Cisco Confidential 7 EOA v1.0 EOA v2.0 • Initial Process • EOA Web Tool • Very Manual • Automated Workflow • Not Scalable • Most Restrictive 2006 © 2010 Cisco and/or its affiliates. All rights reserved. • Hold Release Mechanism 2008 EOA v2.1 • Parallel Shipping Process • Reduced process requirements on some product(s) • Trust & Verify model initiated 2010 EOA v3.0 • New High Touch Customer Service Team • Differentiated product categories • New EOA Web Tool Home Page 2011 Cisco Confidential 8 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 Survey & Release © 2010 Cisco and/or its affiliates. All rights reserved. Site Analysis Installation & Acceptance Cisco Confidential 10 Separate Surveys Covers Room & Network Room Readiness Assessment Survey Network Path Assessment Survey Compliance Hold Release Product Hold Release Request (PHR) Manufacturing schedules shipment © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 Room Readiness Assessment (RRA) Survey CTS3x10Systems Room Evaluation for Environmental Characteristics Remediation Plan/Validation CTS-T3-K9 Systems Required for all CTS3x10 systems and CTS-T3-K9 (immersive & Non-immersive) (Note: CTS-T3-Non-Immersive remains on Compliance Hold until RRA Site Analysis complete) © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 Room Readiness Assessment (RRA) Survey CTS1300-65-ACR Room Evaluation for Environmental Characteristics Remediation Plan/Validation Required for all ACR Room Note: Cisco Advanced Services Required to perform RRA © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 Remediation Status Environment Overview Power Network Data Ports HVAC Visual Obstructions Illumination (Fixture Type) Drawings • Floor Plan • Reflected Ceiling Plan • Pictures © 2010 Cisco and/or its affiliates. All rights reserved. Site Analysis Site Survey RRA Survey – Areas Covered Environment Detail • STC • NRC • IIC Ambient Noise Floor Reverberation Illumination Details Illumination Measurements Cisco Confidential 14 Network Path Assessment (NPA) Survey CTS3x10Systems Network, Application, & Infrastructure Questionnaire Remediation Plan/Validation Required for all High Touch products CTS1300(All) and CTS-T3-K9 Systems and Infrastructure: CTMS © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 NPA Survey – Areas Covered Call Management Call Scheduling Multipoint Interoperability Inter-company Exchange Auto-Collaboration Network Design Site Analysis Survey TelePresence Versions Link Utilization Device Utilization BW, Latency, Jitter, Loss QoS and Security Hardware/Software Infrastructure © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 EOA Web Tool Online Release Form http://tools.cisco.com/tsbu/oa/ index.html Approval process flows through EOA Admin to Cisco Manufacturing Required for all endpoints and infrastructure in High Touch category CS Team approve releases (Note: CTS-T3-Non-Immersive remains on Compliance Hold until RRA Site Analysis complete) © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 Survey & Release © 2010 Cisco and/or its affiliates. All rights reserved. Site Analysis Installation & Acceptance Cisco Confidential 18 Trust & Verify Model (partners ensures site analysis is complete before installation) Room Readiness Assessment Site Analysis Metering Tools used to extrapolate raw data and submit for review on EOA Web Tool Network Path Assessment Site Analysis Network Management, IPSLA, or VSAA tools used to collect end-to-end network path parameters to submit for review on EOA Web Tool © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 Room Readiness Assessment (RRA) Site Analysis CTS3x10Systems Room Evaluation for Environmental Characteristics Raw data collected using metering tools Requires On-Site visit CTS-T3-K9 Systems Final Remediation Plan/Validation Required for all CTS3x10 systems and CTS-T3-K9 (Immersive & Non-Immersive) (Note: CTS-T3-Non-Immersive remains on Compliance Hold until RRA Site Analysis complete) © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20 Room Readiness Assessment (RRA) Site Analysis CTS1300-65-ACR Room Evaluation for Environmental Characteristics Raw data collected using metering tools Requires On-Site visit Final Remediation Plan/Validation Note: Cisco Advanced Services Required to perform RRA © 2010 Cisco and/or its affiliates. All rights reserved. Required for all ACR Rooms Cisco Confidential 21 Remediation Status Environment Overview Power Network Data Ports HVAC Visual Obstructions Illumination (Fixture Type) Drawings • Floor Plan • Reflected Ceiling Plan • Pictures © 2010 Cisco and/or its affiliates. All rights reserved. Site Analysis Survey RRA Site Analysis – Areas Covered Environment Detail • STC • NRC • IIC Ambient Noise Floor Reverberation Illumination Details Illumination Measurements Cisco Confidential 22 Network Path Assessment (NPA) Site Analysis CTS3x10Systems Network, Application, & Infrastructure Raw data collected from network management tools, IPSLA or VSAA tools Final Remediation Plan/Validation Required for all High Touch products CTS1300(All) and CTS-T3-K9 Systems and Infrastructure: CTMS © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23 TelePresence Versions Call Management Call Scheduling Multipoint Interoperability Inter-company Exchange Auto-Collaboration Network Design Site Analysis Survey NPA Site Analysis – Areas Covered Link Utilization Device Utilization BW, Latency, Jitter, Loss QoS and Security Hardware/Software Infrastructure © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24 Survey & Release © 2010 Cisco and/or its affiliates. All rights reserved. Site Analysis Installation & Acceptance Cisco Confidential 25 Installation and Acceptance Defining “Production Ready” CTS3x10Systems Validation of “Experience” Post Installation Assessment (PIA) Required by Partner CTX Pass (Cisco TelePresence Certification) Acceptance CTS1300(All) and CTS-T3-K9 Systems NPA Survey & Site Analysis Green © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26 Product NPA Survey RRA Survey RRA Analysis PHR Endpoints CTS 3210 √ √ √ CTS 3010 √ √ √ CTS-T3-K9 Non immersive √ √ √ CTS-T3-K9 Immersive √ √ √ CTS 130047’ / 65” √ Only Recommended √ CTS 1300 65 ACR √ Cisco AS, Approved ATP Team √ Infrastructure √ CTMS Who Completes Cisco AS, Approved ATP Team © 2010 Cisco and/or its affiliates. All rights reserved. √ Cisco AS, Approved ATP Team Cisco AS, Approved ATP Team Cisco AS, Approved ATP Team Cisco Confidential 27 * Required to release Hold on equipment Product NPA * Survey RRA* Survey NPA Analysis PHR* RRA Analysis Install PIA/CTX Endpoints CTS 3210 √ √ √ √ √ √ √ CTS 3010 √ √ √ √ √ √ √ CTS-T3-K9 non immersive √ √ √ √ √ √ CTS-T3-K9 immersive √ √ √ √ √ CTS 1300 47” / 65” √ √ √ CTS 1300 ACR √ √ √ (Cisco AS only) √ √ (Cisco AS only) √ √ √ (Cisco AS only) (Cisco AS only) Infrastructure CTMS Who Completes √ Cisco AS, Approved partner Team © 2010 Cisco and/or its affiliates. All rights reserved. Cisco AS, Approved partner Team √ √ Cisco AS, Approved partner Team Cisco AS, Approved partner Team √ Cisco AS, Approved partner Team Cisco AS, Approved partner Team Cisco AS, Approved ATP Team Cisco Confidential 28 Thank you. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29