Question Mr. Rollout, Why is the importance of technology rollouts often trivialized? Mr. Rollout Says That's a good question! There are three primary reasons that the importance of technology rollouts is sometimes overlooked. Commodity Service Viewpoint Same Elevator Sales Pitch Incorrect Assessment of Deployment Capabilities Reason 1: Commodity Service Viewpoint Technology rollout services are sometimes incorrectly viewed as a commodity service. Some assume that most anyone who has any kind of deployment business model (or if they're an approved organization's vendor) has the ability to manage and deploy a rollout on a nationwide scale. A technology rollout company can be chosen because they claim to have nationwide deployment capabilities, references (who shows you bad ones?) and a low price. I equate this rational to that of the fast food industry in which you have a drive-thru providing the same level of service (you believe) on every corner. However, the difference is that when you drive off after receiving your service, you find out that you didn't get what you paid for.

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Now compare this to a restaurant that specializes in not just food, but also the process of preparation and service experience. Not only are they able to provide rapid service, but it is accompanied with the highest quality of standards from the time you enter the establishment to the time you exit. The difference should be quite apparent from the fast food example!

I've seen the commodity service viewpoint in action time after time and it's always asking for a rollout disaster to occur. You don't realize the issues until you're already into project implementation. After numerous site revisits, unmet schedules, and unprofessional technicians performing sub-par work, you realize that these unproven deployment service capabilities are causing project costs to skyrocket past the initial budget of the rollout. I've even seen this scenario cost individuals their jobs!

The dilemma ensues as to whether or not to attempt to get by for now with the current deployment vendor or cut your losses and find a professional technology rollout company that can complete the project rapidly and efficiently. I can personally attest to the overall value and stress-relief of awarding the project to a capable rollout company (which should be the goal from the start!) rather than continuing with a less-than-adequate vendor.

This commodity service viewpoint is extremely risky because it assumes that technology rollouts do not require in-depth expertise, long-term partnerships and not to mention a Technology Rollout System to ensure management of all aspects of the Rollout Life Cycle. The pitfalls of this view are explained further in our upcoming white paper, Increase Nationwide Rollout & Global Technology Deployment Service Efficiency.

Reason 2: Same Elevator Sales Pitch
Another reason that the importance of technology rollouts is sometimes trivialized is because most technology rollout companies use the same “elevator sales” pitch. You know the one:

• Single point of contact
• Contacts located nationwide
• Web application that will manage the entire project (I'd like to see that happen!)

It's the same ol' song and dance that they've been using for years. While these features are important to provide as part of its deployment services, they are by no means the be-all end-all of an efficient technology rollout company.

• Where is their Technology Rollout System that integrates their process structure, rollout services model, internal resources and partnerships?
• What about the experienced professionals who manage the rollout or perform the work at each site?
• What do they have in place to determine the quality of their partnerships and field technicians?
• Without these critical parts, how do they lower project costs and accelerate rollout speed without sacrificing quality?!

Whew…sorry. I got a little excited, but talking about rollouts does that to me!

As I'm sure you know, technology and the way in which it is deployed is constantly changing. An experienced technology rollout company knows that it must continue to strive to improve its services and the way in which they are delivered. But because most technology rollout companies do not understand this critical aspect on a nationwide and global scale, they continue to pitch the same message and the customer doesn't know any better. Hence, the purpose of our white papers is to help bring to light these critical issues and set forth a standard for evaluation criteria of a well-executed technology deployment.

Reason 3: Incorrect Assessment of Deployment Capabilities
It is assumed that if a company can complete rollout services on a local level, they are capable of providing nationwide services as well. After all, it's just a matter of finding local contacts in each area, right?

Wrong! The Rollout Life Cycle will absolutely demolish inexperienced companies. Partnerships take time to create and build on a long-term basis. If a company thinks they can find quality local field technicians without established processes and methodologies in place and instead simply scour the Internet or phonebooks, they will quickly find themselves in over their heads and your project will suffer the consequences.

The difference between a local and nationwide rollout aside from the need for quality partners is the management aspect. This is what is often overlooked and something that takes years of experience and expertise to develop and refine.

So at this point, the question is: What is needed to address these potential problems before they start?

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