Concert Blog

Deployments Without Tears

Our guide to a pain-free multi-site technology rollout Congratulations.  You're through the product selection process and have signed a contract with your chosen vendor.  Now you’re ready to start using your new technology at all your different business locations…   But wait, there’s still something left to do—it's the deployment! Don't worry, the technology rollout process…
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How to Achieve New Levels of Quality in Technology Rollouts

Raising the performance standard for rollouts Concert Technologies recently set a new industry benchmark for rollout performance.  Again.  The benchmark is for “Done Right First-Time” (RFT) installation precision, with Concert achieving a measurement of 99.78% for Q1, 2017. The new record supersedes the previous one of 99.65% - which was set by Concert in September 2016.…
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“Mind the Gap” – Avoiding Buyer’s Remorse for Technology Deployments

Make sure your rollout doesn't fall into the Customer Experience "gap" We've all been there.  You buy a product and excitedly bring it home.  You remove the packaging and then sigh...   It's just not what you thought, or hoped, it would be.  There's a gap - a gap between the experience you expected, and reality. If you find…
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“None of Us is as Dumb as All of Us”

A lesson from NASA in the dangers of 'groupthink' Mark Kelly, the NASA astronaut, is an excellent public speaker.  His speeches focus on the topic of how to build high-performance teams, and they are anchored by a quotation he learned early in his NASA career - "None of us is as dumb as all of us."…
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Orchestrated Technology Rollouts: The Concertmaster

Every great leader needs a capable second-in-command Our new white paper explores the similarities between the operation of a concert orchestra and that of a technology rollout company.  The paper shows how the orchestra operational model can be adapted for application to the unique challenges of delivering multi-site technology rollouts at scale. In this post we compare the…
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Who’s Going to Clean Up This Mess?

A lesson in good technology rollout account management If you have worked on large scale multi-site technology deployments for a while, it's a certainty that you have either worked in or heard about, rollouts that were "doomed from the start".  With a project as complex as a multi-site technology rollout, to the unprepared - the problems can come…
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Orchestrating Multi-Site Technology Rollouts

How is a multi-site technology rollout like an orchestra? There is a problem within the multi-site technology rollout industry.  Too many rollouts fail because they cannot overcome the barriers to reliably deploying technology at scale. Symptoms of rollout failure are inconsistent deployments, schedule confusion, chronic quality issues, and systemic service and support challenges.  The impacts of…
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If the Instructions Don’t Make Sense – Question Them!

A Lesson in Rollout Communication from the 2017 Oscars The bungled announcement of the Best Picture winner at the 2017 Oscars is a reminder that even the best laid plans can go wrong.  The process failure that saw Warren Beatty and Faye Dunaway receive the wrong envelope to announce the winner is always a possibility at such ceremonies, yet the debacle…
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Learning To “Work the Problem”

Valuable lessons in technology rollout problem solving learned from the Apollo 13 mission On April 13th 1970, the Apollo 13 spacecraft suffered a devastating explosion.  The event triggered one of the most extraordinary problem-solving efforts in the history of mankind; as the NASA team fought to bring home the stricken craft and its crew from over two hundred…
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In Pursuit of the Perfect Rollout

It takes relentless attention to detail to deliver a great rollout without making waves When you deploy technology at multiple locations, it's only natural to worry about the project going well.   A multi-site technology rollout is a complex project, and a well-run rollout shows the contribution that technology can make to a business. Sadly though, the reverse is also…
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Concert Technologies President Honored with Prestigious Industry Award

Dennis Mazaris Wins BICSI Harry J. Pfister Award for Excellence in the Telecom Industry Concert Technologies President and CEO, Dennis W. Mazaris, was recently presented with the 2017 Harry J. Pfister award, during the BICSI Winter Conference & Exhibition. Awarded by the University of South Florida’s College of Engineering, the award recognizes outstanding contributions to the field…
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Completing the Technology Rollout Puzzle: Accounting

If billing/payments are a mess, a great deployment experience is wasted While everyone knows the impact that CEOs and sales teams have on a business, little thought is given to back-office teams like accounting. Until something goes horribly wrong that is.  For example, maybe the local contractor used by a technology rollout company is contacting…
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