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Wipro's Project Bible |
| Every small detail in between the start of making a design to the end of a project is well documented. Wipro's large Computers & Systems Integration (C&SI) division–which implements network integration projects–has an ISO 9001 certificate under its belt. While this does not prove that Wipro is the best network integrator, the significance of this certificate is that whichever team of Wipro's C&SI division implements a project, all teams will follow the basic rules and norms laid out by the Wipro's quality assessment team. The team ensures that each of Wipro's projects is well documented, each analyzed, and corrective measures are taken if required. While the project is on, the team members cannot interpret things in different ways, as a project book has to be religiously referred to. Wipro management has also put thought to introducing a reward-penalty mechanism for its C&SI members. Analysis of a project is to be done on both internal as well as external feedback. |
In
a connected and competitive society, it is the communication
infrastructure that gives a competitive edge to most companies.
So, there is a great rush among companies to connect. However,
while deploying networks, companies can choose an immature
network integrator. The network service provider either makes a
mess of the network or takes endless number of months to
complete the wide area network project.
Project
Management
Network
deployment is not just about designing and installing cables,
hubs, and switches. The project is complex in terms of regional
scope, the media used, and the equipment installed. And also,
there are different sets of people working in different
locations. In this kind of scenario, it is the project
management ability that comes as one of the most important
requirements.
When the networking
project is a multi-located one, things like the logistics for
product delivery, the communication between engineers in between
different sites, and one-window approach become increasingly
significant. Things may go out of hand due to factors not within
the control of the integrator, in terms of Customs problems,
government paper work, etc. There might be delays related to the
team members involved in the project, like different
interpretations of the network at different locations.
Some checks that you need
to carry before handing over the project:
-
Is
the integrator experienced enough? There are many issues
that will come up while deploying a complex network across a
wide area. An experienced integrator has these issues in
mind and hence has contingency plans. -
Is
the network integrator clear and frank with you? Some
integrators may promise you the skies. While others will go
along with your unreal plans, not letting you know that the
same plans may not be implementable. A good network
integrator talks clear, and puts things in black and white
so that neither side can complain later. -
Is
the integrator that you are dealing with large enough to
have people in the locations you are planning out? If the
integrator is planning to subcontract, let it be clear as to
which of its partners will do what work. A network is best
done by a composite team. -
Look
out for certification like ISO 9001 and ISO 9002. If the NI
team has such certification, then you are likely to get a
professional team that follows standard well-laid-out norms
in implementing the project.
Support
Just
recently, the telephones in the Delhi office of a reputed
network integrator rang and rang. An ISP, a client of its, was
incessantly on the line. The complaint: A set of its dial-up
subscribers just could not connect to its Point of Presence (PoP)
equipment. Luckily the network integrator had people in place at
the ISP's location. After a survey of the subscribers, the
integrator found out that they all were using a
particular brand of dial-up modem. Every time the modem tried to
connect to the RAS, the connection was on for sometime time
before it would break of. Now why were the RAS and the
customer-end modem simply not talking to each other?
The integrator immediately
called up the networking product vendor. The call was picked up
by a member of the vendor's support team in Singapore who in
turn put it on to the RAS specialist in Australia. The engineer
in the integrator's team and the RAS specialist consulted each
other and the problem in hand was solved just at the right
juncture, before the problem escalated and went out of the ISP's
hand. The integrator was able to be a true partner to its
customers, by supporting him when it was critically needed.
This customer was lucky
that it had an integrator whose principal partner has a good
infrastructure in place. Not many vendors in India have such
infrastructure in place. And
those who have it are not good in terms of response time. The
other way round is also true. Not many integrators have that
kind of close relationship with vendors to get top level
support. Or else, integrators are tied up with the wrong
partners, the ones who work on shoestring budget when it comes
to support infrastructure. Also, many a time integrators miss
out on doing the right sizing in terms of the number of spares
he needs to stock.
You cannot be hundred
percent sure of getting support round the clock, however, there
are some ways to ensure the best chance of getting good network
support.
Maintenance Is Expensive:
Your worry only begins once the network is deployed. Soon
the headache of maintaining the network starts. Half the time it
is the cabling which creates the ruckus in your LAN. Now you
need a 64 Kbps leased-line connection and not 56 Kbps modem.
If you do not invest
properly on a support and maintenance relationship with a
network integrator, you have a real tough time ahead. You will
not only end up spending a huge chunk of your budget on
maintaining the network, but in the process also lose work hours
in terms of downtime.
Services Do Not Come Free:
Network integrators do not base their businesses on charity.
If you do not value the services provided by the network
integrator, you probably will not get the best out of him. Now
you either pay or don't expect great services in terms of
foolproof network design or round the clock support in
maintaining the network. Networking services are costly. Abroad,
integration and maintenance services come in different modules
and every module has a different level of service and costing
than the other one. In India, integrators are bound to follow
these types of practices if they are to survive in a competitive
market.
|
Customer Delight–Key to Cisco's Success |
| Cisco has dozens of partners in India–both SIs and distributors of products. While they might be influenced by Cisco CEO John Chambers' vision or Cisco's bestseller routers, it is the customer care mechanism that draws them to Cisco. Cisco has excellent Technical Cisco was one of the first companies Company officials also claim that |
Does Your Partner Have a
Reliable Support Practice? Warranties
are not helpful if your integrator does not have a mechanism by
which he can support you at the crucial downtime periods. How
accessible are its engineers? You surely don't want to spend a
fortune on long distance calls. If the integrator is getting
some part of the network deployed through its integration
partners, how is the support mechanism going to work in the
future? Who will provide the maintenance services and solve the
network problems in hand or provide you an immediate spare?
The Right Integrators But
Wrong Products: Most product
vendors are MNCs who have small marketing teams in India. Just a
few of them can boast of good support infrastructure in terms of
call-centres or web-based troubleshooting/logistic tracking
facilities in India. In many cases, the escalation periods of
the product vendors are long. The Indian representatives do not
even know what is going on.
Make sure that the
products that the integration partner deploys in your networks
belong to companies that have good support infrastructure in
place. While companies manufacturing in India do have an
advantage in providing replacements, some MNCs have top class
Internet-based support practices in place and reputed
distributors that can handle fast deliveries.