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Cisco TelePresence Experience & Order Assurance Program

Cisco TelePresence Experience & Order Assurance Program. January 2012. Topics Covered. Experience & Order Assurance Program Overview Definition Quick Facts Why it exists How its evolved Experience & Order Assurance Process Overview Upcoming Launches.

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Cisco TelePresence Experience & Order Assurance Program

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  1. Cisco TelePresenceExperience & Order Assurance Program January 2012

  2. Topics Covered Experience & Order Assurance Program Overview • Definition • Quick Facts • Why it exists • How its evolved Experience & Order Assurance Process Overview Upcoming Launches

  3. Experience & Order Assurance Program Overview

  4. TSBU Program Management Office (PMO) In partnership with Cisco Customer Service Operations (CS) Focus on Customer Satisfaction and Partner Enablement Provides end-to-end process to validate room & network readiness prior to customer deployment Validates ordering requirements defined by Cisco/Partner Contract Offers customized delivery management Experience & Order Assurance Program(EOA)

  5. CTS-3x10’s CS validates ALL orders at order entry automatically or manually High Touch products placed on Compliance Hold prevents shipping Compliance Hold lifted by CS/Mfg when process requirements met All assessment are processed via fully automated Web Tool • RRA: Room readiness Assessment • NPA: Network Path Assessment • PHR: Product Hold Release • PIA: Post Installation Assessment Any other holds, order management needs are managed by CS CTS-T3-K9 (immersive & non-immersive) CTS-1300 47” / 65” / ACR CTS-CTMS Quick Facts

  6. Why Do We Have An EOA Program? • Foster Partner & Customer Success • Partners enabled for Advanced Services Delivery • Stay close to our Partners • Stay close to our Customers • Maintain High Level of Customer Satisfaction • CAP Account Avoidance • Oversight by Cisco Subject Matter Expert • Continual process improvement across Cisco • Manage Global Business • Complex Multi-Theater Deals • Authorized ATP ONLY Orderability • Complex reverse logistics

  7. TSBU Experience & Order Assurance is a critical program directly contributing to the success of our business Why Do We Have An EOA Program?

  8. EOA Evolved 2006 2008 2010 2011

  9. The EOA Process

  10. Survey & Release

  11. Separate Surveys Covers Room & Network Room Readiness Assessment Survey Network Path Assessment Survey Compliance Hold Release Product Hold Release Request (PHR) Manufacturing schedules shipment Survey & Release

  12. Room Readiness Assessment (RRA) Survey CTS3x10Systems Room Evaluation for Environmental Characteristics Remediation Plan/Validation Required for all CTS3x10 systems and CTS-T3-K9 (immersive & Non-immersive) (Note: CTS-T3-Non-Immersive remains on Compliance Hold until RRA Site Analysis complete) CTS-T3-K9 Systems

  13. Room Readiness Assessment (RRA) Survey CTS1300-65-ACR Room Evaluation for Environmental Characteristics Remediation Plan/Validation Required for all ACR Room Note: Cisco Advanced Services Required to perform RRA

  14. RRA Survey – Areas Covered

  15. Network Path Assessment (NPA) Survey CTS3x10Systems Network, Application, & Infrastructure Questionnaire Remediation Plan/Validation Required for all High Touch products CTS1300(All) and CTS-T3-K9 Systems and Infrastructure: CTMS

  16. NPA Survey – Areas Covered

  17. EOA Web Tool Online Release Form http://tools.cisco.com/tsbu/oa/index.html Approval process flows through EOA Admin to Cisco Manufacturing Required for all endpoints and infrastructure in High Touch category CS Team approve releases (Note: CTS-T3-Non-Immersive remains on Compliance Hold until RRA Site Analysis complete) Hold Release

  18. Site Analysis

  19. Trust & Verify Model (partners ensures site analysis is complete before installation) Room Readiness Assessment Site Analysis Metering Tools used to extrapolate raw data and submit for review on EOA Web Tool Network Path Assessment Site Analysis Network Management, IPSLA, or VSAA tools used to collect end-to-end network path parameters to submit for review on EOA Web Tool Site Analysis

  20. Room Readiness Assessment (RRA) Site Analysis CTS3x10Systems Room Evaluation for Environmental Characteristics Raw data collected using metering tools Requires On-Site visit Final Remediation Plan/Validation Required for all CTS3x10 systems and CTS-T3-K9 (Immersive & Non-Immersive) (Note: CTS-T3-Non-Immersive remains on Compliance Hold until RRA Site Analysis complete) CTS-T3-K9Systems

  21. Room Readiness Assessment (RRA) Site Analysis Room Evaluation for Environmental Characteristics Raw data collected using metering tools Requires On-Site visit Final Remediation Plan/Validation Required for all ACR Rooms CTS1300-65-ACR Note: Cisco Advanced Services Required to perform RRA

  22. RRASite Analysis – Areas Covered

  23. Network Path Assessment (NPA) Site Analysis Network, Application, & Infrastructure Raw data collected from network management tools, IPSLA or VSAA tools Final Remediation Plan/Validation Required for all High Touch products CTS3x10Systems CTS1300(All) and CTS-T3-K9 Systems and Infrastructure: CTMS

  24. NPA Site Analysis – Areas Covered

  25. Installation & Acceptance

  26. Installation and Acceptance Defining “Production Ready” CTS3x10Systems Validation of “Experience” Post Installation Assessment (PIA) Required by Partner CTX Pass (Cisco TelePresence Certification) Acceptance CTS1300(All) and CTS-T3-K9 Systems NPA Survey & Site Analysis Green

  27. Minimum EOA Requirements to Release Compliance Hold

  28. EOA Process Requirement *Required to release Hold on equipment

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