Concert Blog

How Can I Tell You What I Need, When I Don’t Even Know What I Have?

The  Challenge of Documenting Complex Communications Infrastructure Many large enterprises struggle to manage their complex, distributed communications infrastructure efficiently.  The lack of accurate readily-accessible documentation makes it impossible to maintain and enhance their infrastructure in a responsive, reliable, and cost-effective way. When efforts are made to resolve this problem, the excessive costs in employee resource, and…
Read more

Anatomy of a Bad Rollout: Migraine

Without good project management, your stress levels rises and rollout performance falls! A technology rollout project manager (PM) wears many hats: they must be an efficient and effective organizer, a masterful communicator, and a determined, creative problem solver.   Just like a maestro conductor, a great PM makes everyone around them perform better, but what if…
Read more

Trust, But Verify: Finding the Right Rollout Company

Customers should be able to choose their rollout company partner based on objective data - not marketing When searching for a multi-site technology rollout company, it's tough for a customer to tell one provider from another.  This is because they use the same generic statements, such as "we are your single point of contact," or…
Read more

Anatomy of a Bad Rollout: Ear Ache

Poor communication will cause your project to fail It's no secret that poor communication makes any job tougher.  It may surprise you though, to know that a study by the Project Management Institute (PMI) shows that project failure rate is directly related to poor communication.  To quote from the study: "Ineffective communication is the primary contributor to project failure one third…
Read more

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…
Read more

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.…
Read more

“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…
Read more

“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."…
Read more

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…
Read more

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…
Read more

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…
Read more

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…
Read more