Rollout Management- Part 1

While we all get wrapped up in the design and test phases of our projects and like to ensure that all the kinks have been worked out... At some point, you need to start implementation. So, I wanted to do a series that covers an overview of the process and steps involved in rolling out a solution that is duplicable process across many sites... Here is the initial summary: Rollout management responsibilities fall into five main categories. The categories overlap chronologically, and tasks in one category can have dependencies in another category. The rollout manager has direct involvement in categories 1, 2 and 5, and oversees tasks in categories 3 and 4. 1. Planning Meet with user representatives to gather requirements and agree on objectives 2. Pre-Implementation Activities Build an implementation schedule; order required hardware Put together the user information kits; perform required hardware upgrades / replacements; test applications; build rollout list 3. Communication Inform users of impending upgrade; advertise training; collect passwords; record / handle exceptions 4. Training co-ordination Communicate with IT Education to monitor users training progress (Implementation occurs at this point) 5. Post-implementation followup Collect feedback; address issues; revise implementation process as required; monitor exception handling. Throughout the process, updates must be made to some sort of tracking system, so that the system produces timely reports. This process assumes that you have completed the design phase and is completely focused on the process of implementation. The following episodes will go through the details of each of the five categories listed above in greater detail...

Rollout Management - Part 2

For part 2, we will be looking at the detailed steps involved in the Planning phase of managing a technology rollout... 1.0 Planning a Rollout 1.1 Schedule Initial Meeting

A department will either request to have the product/service rolled out, or will be approached as a candidate. In either case, schedule a meeting between departmental representatives, rollout management staff, training staff, and implementation staff. Plan to meet for two hours. 1.2 Hold Initial Discussions
Prerequisite of this task: 1.1 This task is a prerequisite of: Owner: rollout manager

1.3,1.4

Ensure that the departments representatives understand the objectives of the rollout and the changes that will take place. At a high level, describe the process from investigation to completion. Get a sense of the departments expectations, including their preferred time frame for the rollout. 1.3 Client Investigations
Prerequisite of this task: 1.2 This task is a prerequisite of:

1.5 (draft implementation plan)

Owner: rollout manager, group coordinator

Output:A report on the following:

# of users to be converted and their locations # of home users and the status of their home computers (CPU, RAM, free HD space) which clients warrant special attention (VPs and above) any special circumstances that affect the department or any of its users application testing requirements (addressed in task 2.1) training requirements

The group coordinator will complete the Departmental Questionnaire. 1.4 Technical Investigations
Prerequisite of this task: 1.3 This task is a prerequisite of: Owner: rollout manager

1.5

Output: The investigators will determine and report on the following:

networking requirements operating system suitability (e.g. reloading/upgrading OS)

1.5 Draft Implementation Plan

Prerequisite of this task: 1.3,

1.4

This task is a prerequisite of: Owner: rollout manager

1.6

Output: A report (preferably accompanied by a Gantt chart) detailing the dates and dependencies of the rollout, as well as the department coordinators responsibilities and deliverables. 1.6 Implementation Planning Meeting
Prerequisite of this task: 1.5 This task is a prerequisite of:

1.7

Owners: rollout manager and group coordinator

Input: reports from client and technical investigations; draft implementation plan. Output: suggestions for changes to draft implementation plan. This is a meeting between the rollout manager, implementation staff, IT Education, and representatives of the targetted department . The rollout manager presents the draft plan and solicits feedback. 1.7 Revised Implementation Plan
Prerequisite of this task: 1.6 This task is a prerequisite of: Owner:

1.8

Input: draft implementation plan and changes suggested in 1.6 Output: A revised plan containing the changes agreed to in 1.6.

1.8 Implementation Plan Signoff

Prerequisite of this task: 1.7 This task is a prerequisite of: Owner:

2.1, 3.1

This is a meeting between the rollout manager and the group coordinator. Output: an agreed-upon plan showing:

Users to be upgraded Dates for: o site survey o hardware upgrades / installs / PC redeployment o training

actual rollout business application testing plan plan for VPs and above signoff of the site survey.
o

It should be understood at this point that any changes to the implementation plan must be agreed to by both sides. (Change control/management processes should be used) As you can see, many steps already link into the other categories. Come back tomorrow, when we will be looking at the 'Pre-Implementation'

Rollout Management - Part 3

Last episode, we looked at the planning steps of a rollout, this episode will cover the 'Pre-implementation' activities.

2.0 Pre-Implementation Activities

Overview This section represents a significant effort by project team members and the group coordinator. The rollout manager and the group coordinator should meet or talk at least twice a week throughout this phase to ensure that the schedule is adhered to and that problems are dealt with quickly. 2.1 Business Application Testing
Prerequisite of this task: 1.8 This task is a prerequisite of: Owner:

2.1.1

Input: discussions with application owners Output: entries in tracking system detailing required changes Test departmental / personal applications on clients. Document required changes and discuss with application owners. Have user representatives test the changed version. 2.1.1 Application Testing Signoff
Prerequisite of this task: 2.1 This task is a prerequisite of: Owner: group coordinator

2.11 (upgrade scheduling)

Input: application modified as required to run on OS/App Output: approval from group coordinator (can be a mail message).

2.2 Site Surveying

Prerequisite of this task: 3.3

(site survey notice) 2.3 (wkstn readiness report)

This task is a prerequisite of: Owner: rollout team leader

Input: completed departmental questionnaire (document LNR-xx) - clients names, locations, passwords Create a template for collecting details on surveying a PC. Record the survey information in a tracking system. 2.3 Workstation Readiness Report
Prerequisite of this task: 2.2

(site surveying) 2.4 (hardware expenditures)

This task is a prerequisite of: Owner: rollout team leader

Input: completed site surveys from task 2.2 Output: a report showing the hardware and software that needs to be purchased for each member of the department.

2.4 Signoff on Hardware Expenditures

Prerequisite of this task: 2.3

(wkstn readiness report) 4.1 (customize training solution), 2.10 (hw acquisition)

This task is a prerequisite of:

Owner: rollout manager / Susan Roller? The rollout manager presents the Workstation Readiness Report to Susan Roller (Judy S?) for approval of the required hardware purchases. Where operating system changes are needed, software would have to be included in the report.

2.5 End User Input

Prerequisite of this task: This task is a prerequisite of: Owner: rollout team leader

2.6 (coord new wkstn installs), 2.13 (prepare install list)

2.6 Coordinate New Workstation Installs

Prerequisite of this task: 2.5

(end user input), 3.1 (line mgr comm notice) implementation

This task is a prerequisite of: Owner: rollout team leader

Input: workstation readiness report; new hardware Working with ET Operations (Ron Golan) and the group coordinator, schedule the replacement of substandard PCs with new equipment. If the number of PCs being replaced is sufficiently large, have a standard image on a distribution server. N.B. Remember that the PCs that are being replaced may be redeployed.

2.7 Determine Host Distribution Lists

Prerequisite of this task: 3.1

(line mgr comm notice) 2.13

This task is a prerequisite of:

Owner: rollout manager, group coordinator Involves discussions with the group coordinator to determine what PROFS or EMC2 distribution lists the department uses. [Once Dons VB application is running, this step will not be required.]

2.8 Document Exception and Special Conditions

Prerequisite of this task: 3.1

(line mgr comm notice) 2.13 (prepare installation list)

This task is a prerequisite of:

Owner: rollout team leader, group coordinator

2.9 Collection of Passwords

Prerequisite of this task: 3.1

(line mgr comm notice) 2.13 (prepare installation list)

This task is a prerequisite of: Owner: group coordinator

This task has actually been rolled into the questionnaire that the group coordinator will complete in task 1.3.

2.10 Hardware Acquisitions

Prerequisite of this task: 2.4 This task is a prerequisite of: Owner: rollout manager Input: Workstation Readiness Report Prepare and deliver purchase orders for the required hardware and software.

2.11 (upgrade scheduling)

2.11 Upgrade Scheduling

Prerequisite of this task: 2.10,

receipt of hardware/software ordered in 2.10

This task is a prerequisite of:

2.12 (sched rollout resources), 2.13 (prepare install list), 3.4 (Two-week rollout

notice)
Owner: rollout manager

The rollout manager, the rollout team leader and the group coordinator agree on a date on which the upgrades will take place. This triggers the "clock" controlling the two-week notice (task 3.4). 2.12 Schedule Rollout Resources
Prerequisite of this task: 2.11 This task is a prerequisite of: Owner: rollout manager

(upgrade scheduling) 2.17 (release gold list)

Publish a list of project team staff (and others) who will be responsible for rollout tasks:

client kit preparation hardware upgrades OS/App installs desk visits back-end processing

Name an "install manager" who will oversee the nights activities. 2.13 Prepare Installation List
Prerequisite of this task: 2.5

(end user input), 2.11 (upgrade scheduling) 2.17 (release gold list), 2.14 (ID creation)

This task is a prerequisite of: Owner: rollout team leader

The installation list contains the following information for each client being upgraded: name location login ID E-mail info Login domain current application user: yes/no Division

The list should indicate the name of the group coordinator and the date of the rollout. This list will be kept for tracking purposes. Distribution: rollout manager, group coordinator, Security Admin, install manager 2.14 ID Creation
Prerequisite of this task: 2.13

(prep install list)

This task is a prerequisite of: Owner: Security Administration

implementation process

Create user IDs for each client on the upgrade list built in step 2.13. Put the certificates (if required) on the distribution server. Notify the rollout team leader. 2.15 Employee Kit Preparation and Assembly
Prerequisite of this task: 2.13 This task is a prerequisite of: Owner: install manager Each kit consists of:

(prep install list) implementation process

[insert names and control numbers of the 2 double-sided instruction sheets] Quick reference and password information (new users only) ? 2.16 Transfer Host Distribution Groups
Prerequisite of this task: 2.13 This task is a prerequisite of: Owner: mail administrator [As with 2.7, this task goes away when Dons group-synchronization routine goes into production.] Input: list prepared in task 2.7 Update the Name and Address Book with all PROFS/EMC2 distribution groups identified in 2.7.

(prep install list), 2.7 (determine host distribution lists) implementation process

2.17 Release Gold List

Prerequisite of this task: 2.13 This task is a prerequisite of:

(prep install list), 2.12 (schedule rollout resources) implementation.

Owner: rollout team leader, install manager

Input: install list from 2.13 Check with group coordinator re: last-minute changes to the tentative rollout list: client additions/deletions/spelling corrections, office moves, etc. When the rollout team leader is satisfied that the tentative list requires no additional changes, he/she adds the word "Gold" to the list, posts the list to the rollout database, and distributes it to the rollout manager and (?)

2.18 Readiness Verification Process

Prerequisite of this task: 2.13 This task is a prerequisite of:

(prep install list), 2.12 (schedule rollout resources) implementation.

Owner: rollout team leader, install manager

The purpose of this task is to reduce the risk of a catastrophic problem during the rollout. The following steps must be taken before each rollout: 1. Diskettes must be created. This may seem like overkill but in fact the diskettes represent the greatest exposure. Copy the latest batch files from the Rollout database to a hard drive, and from there to the required number of diskettes. Virus-scan each diskette. (A diskette may be write-protected when it is returned at the end of a rollout but that doesnt mean that it wasnt written to some time during the night.) Make sure the diskette is labelled with the date of the batch files. Print the current date on the label. Write-protect the diskette again. 2. Ensure that the latest version of each install document and communication document is being used. Ensure that the right "flavour" (e.g. customized for Steve Tam) is being used. Do not bulk-print the instructions; use a "just-in-time" inventory process. The person building the client kits is responsible for ensuring that all documents in the kit are current. 3. Verify the GOLD list with the group coordinator. 4. Take a random sample of newly-created IDs and certificates (if any). Check the NAB for correct spelling, home server, file name, etc. (Logging on as the user will not be an option.) (the actual rollout takes place at this point.) That is all for the pre-implementation steps, our next episode in this series will focus on the communications plan required for this type of project.

Rollout Management - Part 4

Now that we have covered the preliminary steps, we will now take a look at some of the things that should be included in your communication plan.

3.0 Communications
3.1 Line Manager Communication Notice
Prerequisite of this task: 1.8

(implementation plan signoff) 2.6,2.7,2.8,3.2

This task is a prerequisite of: Owner: rollout manager

Mail document LNR-xx to the management of the target area.

3.2 General Notice

Prerequisite of this task: 3.1

This task is a prerequisite of: Owner: rollout manager

2.2 (site surveying)

Mail document LNR-xx to everyone listed on the department questionnaire (part of task 1.3).

3.3 Site Survey Notice

Prerequisite of this task: 1.8

(implementation plan signoff), 3.2 (general notice) 2.2 (site surveying)

This task is a prerequisite of: Owner: rollout manager

Mail document LNR-03 to everyone in the target department whose PC needs to be surveyed (in most cases this will be everyone on the department questionnaire (part of task 1.3)). 3.4 Two-Week Rollout Notice
Prerequisite of this task: 2.11 This task is a prerequisite of: Owner: rollout manager Mail document LNR-08 to everyone on the tentative upgrade list exactly two weeks before the date agreed upon in task 2.11.

(upgrade scheduling) 4.2 (training notice)

3.5 Two-Day Rollout Notice

Prerequisite of this task: 2.13 This task is a prerequisite of: Owner: rollout manager Mail document LNR-09 to everyone on the tentative upgrade list two days before the date agreed upon in task 2.11.

(prep install list) 2.17 (gold list)

3.6 Mail Rollout Status Notice

Prerequisite of this task: completion This task is a prerequisite of: Owner: rollout manager The rollout team leader sends a message to the group coordinator, Helpdesk, end users, and Management Team summarizing the results of the nights efforts. List the names of the people successfully converted/migrated, and separately list those who werent.

of the nightly rollout.

Rollout Management - Part 5

We've covered the basics of a communication plan, now we look at a very simple training schedule. Depending on the exposure of the users to a given product, and whether this is a new app or an upgrade, training can be a lot more complicated depending on the circumstances...

4.0 Training
4.1 Customize Training Solution
Prerequisite of this task:

1.8 (Plan signoff) 4.2

This task is a prerequisite of: Owner: IT Education

Meet with departmental representatives to determine who needs: full application training upgrade training no training

Schedule the required classroom sessions. Clients wanting to use CBTs will have to have CBT icons installed on their desktops. Output: a report to the rollout manager and the group coordinator describing the total solution. 4.2 Deliver Training
Prerequisite of this task: 4.1 This task is a prerequisite of: Owner: IT Education

We hold this task to be self-evident. Next episode, we will look at some of the steps required during post-implementation to tie up all the loose ends and support requirements (I want to apologize for my sporatic posting over the past couple of weeks - I have been travelling through Europe and Internet accessibility has been spotty at best - I will likely do a couple of entries on this when I return!

Rollout Management - Part 6

This final section on managing a rollout, covers the steps that should be involved in the post-implementation follow-ups. This is usually the most important part of the process, as it will illuminate the rollout teams on how their rollouts are progessing and allow them to make improvements to the process.

5.0 Post-Implementation Followup

Overview: There are two primary functions to oversee when a rollout ends: Collecting feedback and making any required changes to the process; and exception processing. 5.1 Courtesy calls
Prerequisite of this task: completion This task is a prerequisite of: Owner: rollout manager

of rollout

The day after the rollout, the rollout manager (or someone he/she designates) should visit (phone?) the group coordinator and a random sampling of rollout clients to confirm that the rollout went smoothly for those clients. 5.2 Collect/analyze feedback
Prerequisite of this task: completion This task is a prerequisite of: Owner: rollout manager

of rollout

5.3

Tabulate the data from the survey responses sent to the Rollout mailbox. If the data indicate client dissatisfaction or point to possible improvements in the process, prepare to discuss the project teams action plan during the next task: 5.3 Post-implementation review
Prerequisite of this task: 5.2 This task is a prerequisite of: Owner: rollout manager

5.4

The rollout manager meets with the group coordinator one last time to discuss the overall process. The group coordinator will present any issues that he/she feels need to be addressed in order to streamline future rollouts. 5.4 Modify process if necessary
Prerequisite of this task: 5.3 This task is a prerequisite of: Owner: rollout manager

After meeting with the group coordinator and reviewing user feedback, make any required changes to the rollout process and/or the implementation process. Implementation changes must be approved by the implementation leader. 5.5 Contact Users with Exceptions
Prerequisite of this task: This task is a prerequisite of:

Owner:

5.6 Reschedule During the Day

Prerequisite of this task: 5.5 This task is a prerequisite of: Owner:

5.9

5.7 Reschedule for Another Install Night

Prerequisite of this task: This task is a prerequisite of: Owner:

5.8 Special Exception Conditions

Prerequisite of this task: This task is a prerequisite of: Owner:

5.9 Visit the User if Necessary

Prerequisite of this task: 5.8 This task is a prerequisite of: Owner:

5.10

5.10 Make Special Rollout Arrangements

Prerequisite of this task: 5.8

(5.9)

This task is a prerequisite of: Owner:

5.11 Roll Out App at Users Convenience

Prerequisite of this task: This task is a prerequisite of: Owner:

Saludos, Emiliano