DPMO Intake Process PDF

How to launch your project in the field DPMO Intake Process Most of Comcast’s customer-facing activities are managed by Doing this at the right time ensures that projects launch when three operating divisions: Northeast, Central, and West. The they’re supposed to, with no...

How to launch your project in the field DPMO Intake Process Most of Comcast’s customer-facing activities are managed by Doing this at the right time ensures that projects launch when three operating divisions: Northeast, Central, and West. The they’re supposed to, with no adverse impacts to our Divisions’ Program Management Offices (DPMOs) ensure operations or our customers. This process can be smooth if that projects, trials, and deployments are completed and do you partner early-on with field personnel to understand the not disrupt day-to-day operations. The DPMO Intake Process frontline impact of your project, reflect any field concerns in is an essential step that allows HQ project owners to your plan, and allow managers in the field to plan in advance communicate their plans to the DPMOs. for your project. 1 Submit request at least 60 days before your intended launch date An Intake Request for your project must be submitted well in 1. Go to the Harmony Intake website. If you are a new user, advance of your intended launch. Intake Requests from HQ select ‘Request Access’ (top right of page) project owners are processed by the Strategic Business 2. From the Intake menu, select ‘Add New Request’ Planning group in Cable Finance, and are managed via the 3. Fill out all required fields & additional relevant online Harmony application, which you can find at: information. Then click Submit. http://harmony.cable.comcast.com/intake 4. An SBP representative will contact you to schedule a 10- *Intake requests must be presented at the Tuesday DPMO minute presentation to the DPMOs, held on Tuesdays intake call 60 days prior to your requested trial or between 10:30 am ET and noon.* deployment. Intake requests submitted with less than 60 5. If any changes or additions are needed before you days lead time will need to be presented by a VP-or-above present, the SBP team will let you know. sponsor. 6. Please note: Once a trial is complete, a separate request must be submitted before deploying broadly. 2 Intake presentation & request completion Your Intake Presentation will be given to the heads of the The DPMO leads will be trying to quickly understand: three DPMOs and thirty or more other divisional & regional What (precisely) is the immediate action? Is it a test, a operations managers in a lively, interactive conference call. trial, a first launch, an expansion, an update? During the presentation, you will be asked questions – about Why is your project good for Comcast? your project and about available documentation (see FAQs, reverse) that will help them ensure your project launches Where do you intend to launch? Is it flexible? smoothly. When will you be ready to launch? Who in the field needs to do supporting work? Who needs If the DPMOs need additional information to evaluate your to be aware? request, you will be told during your presentation, and your How will this impact customers, contact center reps, field request will be marked “Awaiting Information” in Harmony techs, and local IT personnel? until you notify SBP of your responses. 3 DPMOs evaluate & respond Once you have completed your presentation and the DPMOs Approve and assign support resources. If your request can have confirmed that no further information is required, your be accommodated by the field teams as presented request will be marked “Awaiting Decision” in Harmony. without serious risks to our frontline operations, it will be DPMOs typically need at least 14 days to formally respond. approved. The DPMOs will contact you directly with There are three common responses. information on who you should coordinate with to ensure a timely launch. Request plan modification. The DPMOs may suggest modifying your plan to avoid colliding with a other activity. Decline or Escalate. If there is a serious conflict, the DPMOs will inform you that the project cannot be launched as presented. http://harmony.cable.comcast.com/intake Frequently Asked Questions Q: What information should I include with my request? Q: Does everything need an Intake Request? Standard Management Operating Procedures (SMOPs) – Almost all projects should go through the intake process at documentation for any work you’ll need the field to least once. Exceptions include: perform Projects not directly related to core business (e.g. TQM Reports, Test Reports, Hardware Certification, etc. community investment) Training Documents Engineering items that exclusively monitor network or Trial Results – If you are expanding from a trial to a full-on back-office performance, and do not require support from deployment, you should include the results from the initial field personnel trial with your request Process improvements that are strictly internal to HQ teams, and do not impact customers or field personnel Internal research & development efforts that do not impact Q: Should I submit my project as a “Standard” customers or field personnel Request or as an “Awareness” Request? Highly sensitive projects should be planned directly Most requests should be Standard requests, indicating that through executive leadership, and referred to the Intake the field operating teams need to be ready to take action, process only when appropriate for broader internal addressing issues such as: discussion Changes in call volume (even small changes) Training frontline representatives Changes to escalation processes Q: Why do I need to submit my request 60 days Activity by divisional or regional IS / IT staff before launch? Off-phone time / activity for frontline reps At any given time, the DPMOs are managing several hundred Engineering work or support by local teams active projects. A conflict between any two projects is bad for our customers, bad for our business, and bad for your project. Awareness Requests are only for items that require no field The advance notice lets the DPMOs plan thoroughly and activity whatsoever. Awareness Requests are processed ensure all projects (including yours) are safe from collisions. quickly, and allow project managers from HQ to coordinate with the DPMOs in ensuring their plans and schedules do not conflict. The divisions reserve the right to ask for a request to be converted from awareness to standard if their assessment Q: How do I know what type of request to submit? of scope differs from the PM assessment. Trial, Deployment, Proof of Concept? Proof of Concept – testing an experimental solution. Information from this limited release is used to inform additional design & development. Q: How can I make my Intake Presentation Trial – testing a production-ready solution to inform an successful? immediate decision on broad commercial launch. Prepare thoroughly. Make sure you understand the Deployment – broad release of a production-ready details of your request and have provided all necessary solution into our “real life” business. supporting documentation. As you present, many members of your audience will be following along with the Intake Request you submitted in Harmony. When presenting, scroll through your form and call out important points. If you chose to include attachments, mention what they are, but don’t formally present them. Consider attending an intake meeting and listening to the discussion before you present. http://harmony.cable.comcast.com/intake