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2nd in the Series "A Guide to Selecting the Right Technology Rollout Company for Your Project"

Increase Nationwide Rollout & Global Technology Deployment Service Efficiency

A Concert Technologies White Paper

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Table of Contents

Executive Summary
About this White Paper Series
The Role of Technology in Deployments
A Model Approach to Deploying Technology Solutions
The Why and How of Components
Scenario: Rollout Services Model in Action
Deployment Method Comparison
About Concert Technologies

Executive Summary

When you have a technology rollout to deploy on a nationwide or global scale, service efficiency is critical. While missed deadlines and unbudgeted project costs are always a concern, they should never be a likely outcome. By understanding the details of the Rollout Services Model (the second part of the Technology Rollout System), you can avoid the potential nightmares of project implementation and ensure that your project is completed on time and within budget.

This paper continues the effort of providing the critical information needed to evaluate a technology rollout company effectively and ensure that you are getting the most efficient and cost-effective implementation system for your technology deployment projects.

What is the Rollout Services Model?

This model, with its nine components, integrates and consolidates all activities and processes for the entire rollout project into a single, more efficient and powerful engine. This paper explores the details of the Rollout Services Model and the part it plays in the rapid deployment of multi-technology, multi-service, multi-site projects on a nationwide and global scale, including:


  • The Technology Prerequisite. Discover what role the knowledge of technology and equipment plays in the overall scope of deploying nationwide and global projects.
  • Components vs. Services. Understand why components work better as a model for deploying technology solutions than a service-only approach.
  • The Ideal Deployment Method. Learn which Deployment Method will minimize site visits, costs and time requirements for your projects.


What Are the Benefits of the Rollout Services Model?

A unified Rollout Services Model comprised of the nine components detailed in this paper will make the rollout as efficient as possible and offer additional key benefits:

  • Lower project costs
  • Minimize site visits
  • Provide an organizational structure to follow and use for evaluation of company capabilities
  • Accelerate implementation time
  • Cut internal customer management needs
  • Offer scalability and flexibility
  • Quickly identify quality assurance issues and which component they reside in
  • Expedited pre-deployment processes

Rollout Services Model


About This White Paper Series

In our first white paper in this series, we explained the Technology Rollout System and its first part, the Process Structure. This second white paper examines the critical role of a technology rollout company's Rollout Services Model for your nationwide rollout and global deployment projects. For the purposes of this paper, the following definitions are used:

Technology Rollout

Consists of (a) multiple sites (b) requiring technology services (c) implemented by onsite field technicians.


The organization or individual that engages the technology rollout company.

Additional terminology definitions (such as Rollout Categories) are defined in the first white paper in this series.

Note: While the information presented in this paper is applicable to all Rollout Categories, it primarily focuses on Category 1 Rollouts (work at each site consists of one day or less).

Additionally, this paper assumes that the previously established ideal parts of the Technology Rollout System are utilized:

  • Centralized Single-Tier Process Structure

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"What we need to do is learn to work in the system, by which...every component is there...for contribution to the system as a whole on a win-win basis."

- William Edwards Deming

In our first white paper, Lower Project Costs & Time, we defined a Technology Rollout System as well as the Process Structure, the first of the System's four parts. In this installment, we examine the second part, the Rollout Services Model, focusing on the role and importance a complete Rollout Services Model has in the implementation of nationwide and global technology solutions.

Technology Rollout System

How This Information Benefits You

  • Minimize project costs and time by understanding how the Rollout Services Model reduces the number of truck rolls to each site location and organizes your rollouts more efficiently.
  • Establish an accurate view of service expectations by understanding all critical components of a complete Rollout Services Model.
  • Assist in determining the right system for your rollout by further examining how to evaluate a technology rollout company's service offerings and capabilities.


The Role of Technology in Deployments

Knowledge of technology is necessary for a solution provider to serve its customers. For the technology rollout vendor, an understanding of that technology is important, but it does not serve the same critical role.

In the Technology-Solution-System relationship, first described in our Lower Project Costs & Time white paper, the solution provider decides the technology and designs the solution prior to employing a deployment company and its Technology Rollout System for implementation.

Technology - Solution - System Relationship

Technology - Solution - System

Traditional technology rollout companies may be experienced in a specific equipment or technology. But customers should not let this be the primary factor in choosing a rollout company. While knowledge of equipment and technology is important, what is key is evaluating the rollout company's implementation system, within which equipment and technology specifications are a subset.

An experienced technology rollout company focused on deployment with a well-defined Technology Rollout System understands that the ability to disseminate and relay technical knowledge quickly is a prerequisite to project implementation. The technology rollout company hired will work with the customer and/or team members who will provide the initial equipment requirements - preferably at the Master Rollout Analysis stage. It is then the technology rollout company's responsibility to communicate this information to all field technicians who are performing the hands-on work. A company of this caliber will already have the Equipment and Technology component built into its Rollout Services Model along with the knowledge to implement it.


A Model Approach to Deploying Technology Solutions

"Synergy is achieved when the whole is more than the sum of its parts."

- D. Murali, The Hindu Business Line

As originally described in the first white paper in this series, the Rollout Services Model is comprised of nine components (which are integrated by the Project Management component):

  1. Project Management
  2. Circuits
  3. Equipment and Technology
  4. Cabling
  5. Site Surveys and Estimates
  6. Logistics & Configuration
  7. 24/7 Maintenance
  8. Billing
  9. Solution Support

Such an organization enables the use of one model with a single set of processes for any nationwide or global project.

Component Importance

By integrating all components, the Rollout Services Model provides unparalleled cost and time benefits. As one can see, the equipment and technology knowledge is not the primary driving factor of rollout capability, but rather one piece in an integrated, equal set of component service offerings that promote project success.


The Why and How of Components

"...we take the overall engagement-which may be large and difficult to visualize-and break it down into its component parts, thus making it much easier to comprehend and discuss at the level of detail necessary."

- Rick Freedman,

The Rollout Services Model not only provides a well-defined structure for service components, but allows for multiple equipment and technology to be deployed with minimized site visits while being managed and documented by one resource - the technology rollout company.

The Why: Component-based Model vs. Service-only Approach

The difference between a component-based model versus a service-only approach is that components are designed to encompass individual services as well as the processes and procedures necessary to deploy those services rapidly over multiple sites. The questions that need to be asked are:

  • How do these services integrate with one another or do they operate as silos?
  • Can these services be deployed quickly or do they lack flexibility necessary for deadline-specific rollouts?

The Rollout Services Model provides answers and benefits that traditional technology-specific rollout companies cannot offer:

  • Breaking services into components enables the speed and flexibility required for today's diverse requirements.
  • Components providing multiple services within a single Rollout Services Model mean fewer truck rolls.
  • Fewer site visits translate to less cost and time.

A service-only approach is often a linear connection of services. Compare that to the component-based model which integrates all relevant project components (and only those needed), thus making it dynamic instead of static. For instance, a project requiring cabling services would employ the Cabling component as well as Project Management, Site Surveys & Estimates, and Billing. In this case, 24/7 Maintenance or Logistics & Configuration may not be needed.

Regardless of specific service requirements, the technology rollout company that employs a Rollout Services Model is implementation-driven - a focus not often ingrained in companies that specialize in individual services.

The How: Organization, Processes, Templates

Components are based on templates, which are proven procedures and methodologies that are fundamental to every project. With components well defined prior to project launch, project specifics can be planned and detailed as part of the Master Rollout Analysis. The result is the flexibility and scalability necessary for a rapid deployment of any technology solution.

The component approach of the Rollout Services Model reduces truck rolls by leveraging the advantages of local multi-service technicians and streamlined communication.

Each component has a specific purpose and place within the Rollout Services Model, so everything works like a well-oiled machine. This is similar to the way NASCAR pit crews work. Each member of the crew (i.e., component) has a specific responsibility that ensures each aspect of the job is completed as quickly as possible with the highest quality of service. For another analogy, the hardware store is divided into specific departments that allow for a quick, organized shopping experience.

However, to truly understand the benefit of a unified Rollout Services Model, one needs to see it in action.


Scenario: Rollout Services Model in Action

Consider how the Rollout Services Model operates in a typical scenario.

The following analysis explains how each service component of the Rollout Services Model plays an integral role in the completion of the following technology project.



Deployment Method Comparison

"In order to take best advantage of the collaboration paradigm, the precise an important technological point."


As with the Process Structure, the rapid deployment of multi-technology, multi-service, multi-site rollouts across nationwide and global environments requires a defined Deployment Method in order to maximize efficiency. The various Deployment Methods utilized by technology rollout companies are explained in this section. Refer to the Deployment Method diagrams for additional information.

What are the Deployment Methods?

  1. Local Multi-Service (see diagram)
    The technology rollout company minimizes the number of local field technicians to deploy multiple services in as few truck rolls as possible. Each technician specializes in multiple services and is managed and supported by the technology rollout company.

  2. Single-Service Multi-Resource (see diagram)
    The technology rollout company uses multiple local field technicians. Each technician specializes in a single service.

  3. Non-Local Service (see diagram)
    The technology rollout company uses a single group of technicians as its field force. These non-local technicians travel to each site from a central location. Each technician may or may not specialize in multiple services.

  4. Additional Methods: Hybrid (see diagram)
    A number of variations of the three basic methods may exist as hybrid methods, each with their own advantages and disadvantages.

Deployment Method Comparison


When you understand the details of how to efficiently implement nationwide and global technology rollout projects, you then have the ability to effectively evaluate a technology rollout company. And in order to do this in terms of rollout services, the following deployment capability questions should be answered:

  • How is their Rollout Services Model organized? Is it based on the component model or service-only approach?
    Remember: Components allow for detailed, well-defined breakdowns of how each service is organized and integrated into the scope of the entire technology rollout.

  • What are the company's components and which services do they provide?
    Remember: Employing a company with the nine key components described in this paper will ensure that all your project implementation needs are completed by a trusted, single-source provider.

  • What is their Deployment Method?
    Remember: This determines how the company actually deploys and distributes technicians to nationwide and global sites. The Local Multi-Service Deployment Method offers the greatest benefits relating to project costs and time.

When a unified Rollout Services Model, comprised of the nine primary components and utilizing the Local Multi-Service Deployment Method, is employed:

  • Costs are minimized
  • Project times are accelerated
  • Project deadlines are met
  • Project accountability is defined

Knowing the importance of the Rollout Services Model, its components, and the advantages of the Local Multi-Service Deployment Method ensures that you will choose the right technology rollout company for your project.


About Concert Technologies

This paper was authored by Dennis Mazaris, President and Founder of Concert Technologies. Since 1995, Concert Technologies has offered rapid delivery of multi-technology, multi-service, multi-site rollouts on both a national and global scale. Our Maestro Technology Rollout System, the world's first unified system, is based on the proven methodologies that span our extensive experience of providing professional rollout services.

For more information:

Visit our website:

Contact Dennis Mazaris,



Freedman, Rick, Communication Plans Are Key to Project Success, TECHREPUBLIC.COM (September 25, 2000).

Masataka Yoshimura, Masatka, et al, Decision Support System for Selecting Collaborative Product Development Partners, CONCURRENT ENGINEERING 13, 5 (2005).

Murali, D., With synergy, differences are celebrated, provided you have the energy, The Hindu Business Line (July 15, 2005).

Wikiquote, W. Edwards Deming, Retrieved on October 25, 2008 from

Deployment Method Diagrams

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Deployment Method Diagrams

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