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Mitel Project Flowchart<br />
25 th October 2016
Provisioning Process - Initiation<br />
Customer Activity<br />
Onecom Activity<br />
Pre-Sales Contract Pre-order Day 0 Day 2 - 3<br />
Customer requirements<br />
identified & solution designed<br />
Sale Order & Service<br />
Agreement (if required)<br />
created<br />
Internal project handover<br />
(Sales, Technical & Service<br />
Delivery)<br />
Lease documentation<br />
submitted for customer sign off<br />
(if required)<br />
Customer sign’s off required<br />
documentation<br />
Service Delivery accept project<br />
initiation<br />
Service Delivery & customer<br />
interaction<br />
Project kick-off call scheduled<br />
with customer<br />
Customer accepts kick-off call<br />
appointment<br />
Project Kick-off call<br />
completed, project initiated &<br />
site survey scheduled<br />
Please refer to page 4 for<br />
project kick-off call<br />
information<br />
Customer attends kick-off call<br />
Notes:<br />
Project Manager/ Coordinator appointed at pre-order stage<br />
Standard lead time for installation is 30 working days (subject to site survey & Openreach survey 1 if network services are required, and customer requirements)<br />
1
Provisioning Process – Planning<br />
Customer Activity<br />
Onecom Activity<br />
Working Day 3 - 13 Working Day 14 - 26<br />
Planning & survey phase commences<br />
Planning phase completes<br />
Initial order survey stage commences<br />
and delivery dependencies identified<br />
Site survey arranged with customer<br />
Project plan document initiated<br />
Customer agrees site survey<br />
appointment<br />
If the building is pre 2000 an asbestos<br />
register will be required for site visits<br />
Network Services order raised (if required)<br />
Site survey completed and site<br />
dependencies identified. Customer will<br />
be informed of any additional<br />
requirements that have been identified<br />
at survey<br />
Customer provides access for surveyor<br />
Customer agreement to proceed<br />
required (if additional requirements<br />
identified at survey)<br />
Project plan finalised & submitted to<br />
customer for approval<br />
Customer approves project plan<br />
Project Engineer & customer interaction<br />
to discuss and complete system<br />
configuration requirements (CRF)<br />
Customer attends call with Project<br />
Engineer & completes CRF<br />
Design freeze commences<br />
Installation date scheduled<br />
Customer confirms installation date<br />
System pre-staging completed by<br />
Project Engineer<br />
Customer ensures site is ready and<br />
actions detailed in the project plan are<br />
completed prior to the scheduled<br />
installation date<br />
Customer provides access for network services surveyor (if required)<br />
Notes:<br />
If the site representative is not contactable the order may be delayed<br />
If the survey identifies issues system installation is likely to exceed standard lead time’s<br />
If additional requirements are identified at survey the project will be placed on hold until written acceptance from the customer is received<br />
If the survey identifies issues system installation is likely to exceed standard lead time’s<br />
If fixed line & data services are required a carrier survey may be required and system installation is likely to exceed standard lead time’s<br />
2<br />
CRF (customer requirements form) document is required to capture system configuration. Once signed-off the project enters design freeze<br />
2
Provisioning Process – Delivery<br />
Customer Activity<br />
Onecom Activity<br />
Working Day 27 - 30 Post Installation Handover to In-life<br />
Onsite installation & user training<br />
commences as per project plan<br />
Customer provides site access &<br />
installation support<br />
Delivery phase commences<br />
Onsite installation & user training<br />
completes. System is handed over to<br />
customer<br />
Any snagging and/ or outstanding<br />
tasks highlighted with customer &<br />
Project Manager and scheduled for<br />
completion<br />
Project Manager/ Coordinator contacts<br />
customer for post installation review and to<br />
provide an update on outstanding tasks<br />
Snagging and/ or outstanding tasks are<br />
completed<br />
Maintenance & support activated – billing<br />
commences<br />
Project completion call scheduled with<br />
Customer, Project Manager/ Coordinator,<br />
Internal Account Manager. Customer<br />
provided with key contact information for<br />
in-life support<br />
Customer attends project completion call<br />
Customer sign’s off Engineer Work<br />
Package & Lease CoA (if required)<br />
Network services order completed (if applicable) – billing commences<br />
Notes:<br />
Billing commences for maintenance & support on system go-live<br />
Billing commences for network services (lines & data connections) when the service is activated<br />
Equipment invoice is generated at point of dispatch to customer site<br />
Certificate of Acceptance customer sign off is mandatory on the final day of onsite installation<br />
3
Project Kick-off Call<br />
Attendees:<br />
• Project owner - Customer<br />
• IT representative - Customer (optional)<br />
• Onecom Project Manager<br />
• Onecom Project Coordinator (optional)<br />
• Onecom Project Engineer<br />
• Onecom Sales (optional)<br />
• Onecom Internal Account Manager<br />
Agenda:<br />
• Introduction to the Project team<br />
• Project overview - order of product deliverables & expected timescales<br />
• Communication plan - format & frequency<br />
• Review maintenance & support<br />
• Review risks, dependencies & assumptions<br />
• Project actions required for next stage<br />
• Change control process<br />
• AOB<br />
4
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