Demarc Extension Nationwide Blog
Demarc Extension Nationwide Blog

April 17, 2017

How to Achieve New Levels of Quality in Ethernet Site Prep

Raising the performance standard for technology rollouts

We recently set a new industry benchmark for technology deployment performance.  Again.  The benchmark is for “Done Right First-Time” (RFT) installation precision and we achieved a measurement of 99.78% for Q1, 2017.

The new record supersedes the previous record of 99.65% – which was set by us last September.  The new benchmark is based on analysis of over 9,000 installations performed during the period January 1st to March 31st, 2017.

In this article, we will explore RFT in more detail, in order to understand how it relates to rollout quality performance.

 

What is “Right First Time” (RFT) and Why is it Important?
The RFT – aka the Zero Defect – metric, is used to measure system performance in quality management methodologies, such as Lean Manufacturing, or Six Sigma.

RFT reinforces the idea that defects are not acceptable, and that everyone should strive to “do things right the first time”.  By following an RFT philosophy, you dramatically increase job profitability: both by eliminating the cost of failure, and by increasing revenue through improved customer satisfaction.

When RFT is discussed, a question often raised is whether it is truly attainable, or does it just set you up for failure?  The answer is simple: RFT is not about being perfect, it is about changing your attitude to quality, which requires you to:

  •      – Recognize the high cost of quality issues,
  •      – Continuously think of the places where flaws may be introduced,
  •      – Work proactively to address the flaws in your systems and processes that allow defects.

When it is used this way, RFT becomes the standard against which rollout performance can be analyzed.  When zero defect becomes the goal, every aspect of your process can be subjected to scrutiny, to see if it measures up to that goal.

 

Why Apply the RFT Metric to Technology Rollouts?
RFT is applicable in this case because achieving scale in a multi-site technology rollout mandates that you minimize job variances from site to site, along with the disastrous impact they have on rollout schedule and cost.

As the inventor of the Maestro system of methodologies for mass-scale technology rollouts, our founder Dennis Mazaris is a long-time advocate for the application of established quality management metrics and methodologies like RFT, to Field Services work.

Mazaris says it best, “The Maestro system fuses our internal processes with elements of Project Management and Manufacturing Process Management best practice, to create a new model that virtually guarantees that the job is done right the first time – every time.  It’s time that other rollout companies stopped blaming poor installation performance on Field Technicians, and instead ask themselves ‘what are we doing to put local resources in position to deliver a great installation experience?’”

 

How Do You Achieve Great Performance at Scale?
Andrew Crone, our Vice President of Operations, explains, “Our performance is the result of relentless focus on eliminating the variances that cause installation errors, and reduce consistency.  Even though our error rate is under 3 in 1,000 we’re not satisfied.  Our goal remains an error rate of zero.”

Crone continues, “We are able to achieve this level of performance because our Project Managers are expert practitioners in the technologies we deploy. They also take time to ensure that all customer requirements are fully understood, and that every aspect of a job’s logistics are synchronized before the Field Tech ever leaves for the site.”

This last step is critically important for a good RFT metric, because it mitigates the #1 cause of 2nd truck rolls for Field Services, per Aberdeen Group – ‘part unavailability’.  This is particularly important when working on Ethernet Readiness or Ethernet Site Prep jobs, as the cost and complexity of repeat visits for this type of work is even higher.

 

The Bottom Line: You Can’t Manage What You Don’t Measure
Delivering a successful ethernet site readiness rollout is not easy.  To perform at a high level, takes a significant investment in skilled management resources, along with the right processes, methodologies, and technology to support them.

But all this investment goes to waste if you don’t measure performance.  If you don’t define and then monitor meaningful KPIs for your rollout performance, you have no way of managing your workload: either within a multi-site technology rollout, or across multiple rollouts.  When you cannot manage workload effectively, variance can creep into job quality and the Customer Experience becomes volatile.

So, if you need to deploy new technologies at scale, and you want your customer experience to be a great one, you need to find a technology rollout company who will partner with you to manage the workload on your behalf.  Before you begin your next technology rollout, ask your rollout company what quality metrics they use to manage and ask them to show you the data.

If you don’t like their answer, talk to us: we ‘d love to tell to you about the experiences we have gained from hundreds of thousands of successful technology rollouts, delivered over two decades.  The proof of the value of our approach, is shown by our 99.78% “Done Right First Time” performance, as well as our industry-leading high customer satisfaction.

 

Related Articles:
Our deployment performance statistics can be viewed here
A report by Aberdeen Group – “First-Time Fix: A Metric that Drives Success”




February 21, 2017

CONCERT TECHNOLOGIES PRESIDENT HONORED WITH PRESTIGIOUS INDUSTRY AWARD

DENNIS MAZARIS WINS BICSI HARRY J. PFISTER AWARD FOR EXCELLENCE IN THE TELECOM INDUSTRY

Concert Technologies President and CEO, Dennis W. Mazaris, was recently presented with the 2017 Harry J. Pfister award, during the BICSI Winter Conference & Exhibition. Awarded by the University of South Florida’s College of Engineering, the award recognizes outstanding contributions to the field of telecommunications/information and communications technology.

Named for past BICSI president and Winter Conference founder Harry Pfister, the award promotes the efforts of individuals who promote the profession and enhance the scientific, technical, or educational aspects of the industry, or who promote the professionalism of the industry.

“I am humbled for my name to be added to such a long list of industry innovators,” said Dennis Mazaris, President of Concert Technologies. “Because I believe in the value of investing in people through continuing education, Concert was the first entity in the Mid-Atlantic to receive BICSI Authorized Design Training Provider status. Our customers tell us that they see the difference in the quality of our work. In no small measure, this is due to us putting our project managers on a 2-year career path to achieving the RTPM credential”

As a long-time active BICSI member, Mazaris regularly presents at its conferences, and has participated in many panels.  In a telecommunications career spanning over 30 years, he has worked in a variety of roles. Today, as President and CEO of Concert, Mazaris sets strategic direction for the company and promotes the value to the industry of using skilled Project Management resources to run large-scale technology rollouts.

Past winners of the Harry J. Pfister Award, include notable individuals such as 2010 winner Jonathan Jew, Co-Chair of the TIA-942 Data Center Standard; Bob Stoffels, noted author and editor; former BICSI President Dunn Harvey; and Joe O’Brien, recognizing his lifelong efforts to promote fire safety.

Filed under: News — concerttechnologies @ 4:42 pm



April 16, 2015

Article from Cabling Installation & Maintenance Magazine

From Cabling Installation & Maintenance Magazine: “For some, frustration with demarcation extension remains standard

Twenty-five years after the FCC amended its definition of the demarcation point, extending the demarc can still give some private-network owners fits.

By Patrick McLaughlin

It has been 16 months since this publication covered the idea of customer-premises demarcation in detail (“Demarc extension is mostly uncharted territory,” December 2013). In those 16 month, by nearly any measure, little has changed related to the tasks and challenges associated with the stretch of cabling commonly called the demarc extension. Demarc Extension Nationwide (www.demarcextension.com) defines that stretch of cabling as follows: “The transmission path originating from the interface of the access provider’s side of a telecommunications circuit demarcation point within a premises and ending at the termination point prior to the interface of the edge customer premises equipment [CPE]. This may include in-segment equipment, media converters and patch cords as required to complete the circuit’s transmission path to the edge CPE.”

Veterans of in-building wiring systems likely are unsurprised that nothing has changed over the past 16 months; many would argue that nothing has changed in the nearly 25 years (August 1990) since the Federal Communications Commission (FCC) amended its definition of the term “demarcation point” to help clarify confusion that existed over the location(s) of demarcation points in multi-unit buildings. That 1990 amendment sought to ensure the demarc would be near the minimum point of entry (MPOE), which is the point at which the service provider’s cabling enters the premises.

Read full article from Cabling Installation & Maintenance Magazine

Filed under: News,Resources — Tags: — concerttechnologies @ 6:36 pm



February 5, 2014

Demarc Extension is Mostly Uncharted Territory

In a recent article from Cabling Installation and Maintenance Magazine titled “Demarc Extension is Mostly Uncharted Territory” it discusses extending the handoff point between public and private networks and why it remains an area largely unstandardized despite it being crucially important to the telecommunications industry.

The article also covers:

  • The role of key players in the telecommunications industry, such as Concert Technologies
  • The FCC and a brief history of deregulation of the phone industry and demarc extension regulations
  • Products and technologies that facilitate a demarc extension

Click here to read the full article from Cabling Installation and Maintenance Magazine




January 9, 2014

Article: Demarc Extension is Mostly Uncharted Territory

From the December, 2013 Issue of Cabling Installation & Maintenance Magazine

Extending the handoff point between public and private networks remains an area largely unstandardized yet of critical importance to user organizations.

by Patrick McLaughlin

The demarcation point is a nearly universally recognized portion of corporate networks and today, even personal residential networks. The “demarc,” as it is commonly called, is most visible in residential networks in the form of the network interface device (NID), which typically is mounted onto a home and is the handoff point between the carrier/service provider’s network and the customer-owned network of the homeowner. In these networks, the NID is the very point at which the service provider’s network ends and the customer’s network begins.

In corporate networks, the situation can be significantly murkier. The confusion is not so much a matter of the point at which the service provider’s network ends; a NID does the job there as well. But from a technical standpoint, the matter can be confusing when the service provider network ends in a space physically distant from where the customer-owned network resides. Take, as a typical example, a demarc inside the basement of a multi-story building. A tenant on the fifth or sixth floor of that building must somehow connect its network–contained within a single floor–to the demarc in the basement.

In most cases, a network and associated cabling project begins with the consideration and consultation of standards related to the system or technology being deployed. In the case of extending a demarcation point into a building so it physically meets a customer-owned network, standards are scant. System specifiers, designers, installers and owners are challenged to plan and carry out such a project.

Stake in the ground

For several years Concert Technologies (www.concerttech.com) has made efforts to shed light on the challenges associated with demarc extension. Concert provides what it describes as technology rollouts nationwide. On its website, the company explains, “We provide, manage and support a worldwide field force of local onsite technicians to deploy technology infrastructure on a nationwide and global scale. This includes the dissemination and relay of technical knowledge quickly and accurately to our onsite Concert techs for the installation and service of each location.”

In 2010 Concert launched a separate brand and service called Demarc Extension Nationwide (www.demarcextension.com), aimed specifically at serving the needs of network owners facing the mostly uncharted waters of extending the demarcation point. When announcing the brand’s establishment, Concert stated, “There are thousands of circuits delivered weekly to organizations across the country, with each circuit requiring a demarc extension. Without the standardization of terms and installation practices, there is a high risk of negative impact to the delivery, performance and maintenance of critical telecommunications circuits and their access to the Internet and other network connections outside of a facility.”

Also at that time, Concert’s and Demarc Extension Nationwide’s founder Dennis Mazaris said, “This has been a problem in the industry for over three decades. With a decade and a half of experience deploying technology nationwide and globally, we have taken the initiative in defining and standardizing a demarc extension–the single most critical cabling component within a facility.”

On its website, Demarc Extension Nationwide provides a significant amount of information that is basic yet difficult to find in standards or other technical documents within the industry. Included among the information is a definition of the term demarc extension, as follows: “The transmission path originating from the interface of the access provider’s side of a telecommunications circuit demarcation point within a premises and ending at the termination point prior to the interface of the edge customer premises equipment [CPE]. This may include in-segment equipment, media converters and patch cords as required to complete the circuit’s transmission path to the edge CPE.”

Read Full Article

Filed under: News — concerttechnologies @ 8:00 am



March 27, 2012

Channel Partners Seminar Presented by Concert Technologies Exposes Critical Business Strategies to Increase Value with Field Services

DULLES, VA, March 26, 2012 – Concert Technologies, the national technology rollout and global deployment leader, has been selected to present at the 2012 Spring Channel Partners Conference & Expo in Las Vegas. The session titled “Using the Force! Increasing Your Value With Field Services” will feature Dennis Mazaris, President and CEO of Concert Technologies, as a panelist. The presentation will be held Wednesday, March 28 from 10:15-11:15 am with no advance registration required for those attending the 2012 Spring Channel Partners Conference.

“Using the Force! Increasing Your Value With Field Services” is part of the Track Three: New Opportunities series to help companies boost and diversify their revenue stream by adding professional and managed services. Mazaris will join other industry experts to expose the added value of utilizing a field service organization for nationwide technology rollouts and global deployments. With VoIP and other IP technologies as the focus of service deployment at customer sites, the value added by field services to the telecom agent or VAR’s business can make or break the opportunity to win the business of the customer. Subjects covered will include:

  • On-site project management
  • Circuit testing and maintenance
  • Demarc extensions
  • Equipment de-installation
  • Installation of IP technology
  • Configuration of IP technology

Read the Full Release




March 9, 2011

Demarc Extension Nationwide Launches Partner Program to Grow Revenue Stream for Telecom Agents and Channel Partners

Dulles, VA, March 9, 2011 – Demarc Extension Nationwide, a brand of Concert Technologies and a leading provider of nationwide demarc extensions as well as CPE installations and other technology deployments, will announce its Partner Program at the Channel Partners Spring 2011 Conference & Expo to be held March 13-15 in Las Vegas, NV.

This program will provide select partners the opportunity to accelerate the growth of their business with an alternative revenue stream while providing value added solutions for customers both nationwide and internationally. Through Demarc Extension Nationwide’s Partner Program, agents will be able to expand their services to see the project through the installation phase, increasing customer satisfaction and taking the burden off the agent.

Through the program, agents can expand their services portfolio to include:

“The Channel Partners Conference and Expo is a natural venue for Demarc Extension Nationwide to collaborate with agents,” commented Vice President of Sales, Joshua Shaw. “Helping agents grow their revenue stream while offering a value added solution to their customer through our Partner Program is an important step in expanding our support for the telecom agent and channel partner community.”

Additional information on the value of the demarc extension to telecom agents may be found in an article titled “Understanding the Role of Demarc Extension” published in the December 2010 issue of Channel Partners Magazine (formerly Phone+).

About Channel Partners Conference & Expo

The Channel Partners Conference & Expo is the communications industry’s only event exclusively for indirect sales organizations — agents, VARs, systems integrators, interconnects and consultants — focused on transforming their businesses to become the next-generation solutions providers. http://www.channelpartnersconference.com/2011/vegas/

About Demarc Extension Nationwide

Demarc Extension Nationwide is a brand of Concert Technologies and was developed as the telecommunications industry leader for nationwide installation services and education of demarc extensions. In addition to providing these nationwide installation and maintenance services, the brand sets the standards and supplies the necessary information to facilitate the understanding of specifications and installation practices for demarc extensions. Demarc Extension Nationwide supports the telecom agent, carrier and channel partners in ensuring complete operability of the circuit or technology at the customer’s site. Visit Demarc Extension Nationwide online at www.demarcextension.com




December 9, 2010

Demarc Extension Nationwide Article in Phone+ Magazine Provides Value Added Service to Telecom Agents and Channel Partners

DULLES, VA, December 9, 2010 – Demarc Extension Nationwide today has announced the publication of its article titled, “Understanding the Role of Demarc Extension” in the December 2010 issue of Phone+ Magazine, which will soon change its name to Channel Partners Magazine. Demarc Extension Nationwide has partnered with Phone+ Magazine to create this article as a resource for Telecom Agents and Channel Partners to use this value-added service to increase their capabilities, customer satisfaction and referrals.

This informative article contains:

  • Critical information on federal mandatory requirements for demarc extension business practices
  • Strategies to add value for Telecom Agents and Channel Partners to expand business opportunities
  • Service options for handling the demarc extension and tips to avoid any hassle for the Agent and their Customers
  • Demarc Extension versus Inside Wiring – there is a big difference

“The demarc extension is something that all Telecom Agents and Channel Partners will encounter during the delivery of a circuit. Phone+ Magazine realizes the impact of this critical aspect of service delivery to the Telecom Agent’s and Channel Partner’s business as well as the impression it has on the customer and their perception of the Agent’s or Channel Partner’s capabilities. The customer does not care who has the responsibility for the demarc extension, they just want their circuit up and running without the finger pointing of who’s at fault. Cleaner and faster circuit deliveries mean better reputation for the Agent and Channel partner which, in return, means more business from referrals and staisfied customers,” commented founder of Demarc Extension Nationwide and President of Concert Technologies, Dennis Mazaris.

About Phone+ Magazine
For more than two decades, Phone+ has been the leader in providing news and analysis to indirect sales channels serving the communications industry. It is the unrivaled resource for resellers, aggregators, agents, brokers, VARs, systems integrators, interconnects and dealers that provide network-based communications and computing services, associated CPE and applications as well as managed and professional services. Phone+ is the official media of the Channel Partners Conference & Expo. Effective January 1, 2011 Phone+ will be renamed to Channel Partners to create one brand for the resources that it provides to the communications technology indirect sales channel.

About Demarc Extension Nationwide
Demarc Extension Nationwide is a brand of Concert Technologies and was developed as the telecommunications industry leader for nationwide installation services and education of demarc extensions. In addition to providing these nationwide installation and maintenance services, the brand sets the standards and supplies the necessary information to facilitate the understanding of specifications and installation practices for demarc extensions. Demarc Extension Nationwide supports the telecom agent and carrier in ensuring complete operability of the circuit at the customer’s site. Visit Demarc Extension Nationwide online at www.demarcextension.com

Filed under: News,Resources — concerttechnologies @ 12:00 pm



September 15, 2010

Demarc Extension Nationwide Provides Support Services for Telecom Agents at Channel Partners Conference & Expo

DULLES, VA, September 15, 2010 – Demarc Extension Nationwide today announced its participation in the 2010 Fall Channel Partners Conference and Expo held September 20-23 in Washington, DC. Exhibiting at booth 2044, Demarc Extension Nationwide will showcase its nationwide demarc extension services for telecom agents and master agents.

In addition to offering nationwide and international demarc extension services, the company also is committed to the education of the demarc extension. Free resources offered by Demarc Extension Nationwide include a white paper, video series, diagrams and terminology.

“I was quite impressed by the website’s diagrams and terminology used to clearly explain this critical aspect of a circuit, the demarc extension.  It was instrumental in developing a Premise Distribution System policy for use in our new Terminal, and distinguishing Tenant vs Airline support responsibilities.” commented James Caldwell, San Antonio Aviation Dept.

FCC part 68 regulation and federal law mandates every telecommunications circuit to have a demarc extension. This is the critical cabling and equipment that extends a circuit in the building from the local access provider’s demarcation point to the edge customer’s premises equipment.

“Offering demarc extension services is supplemental to the services the telecom agents provide for their customer. This value-added service provided on a nationwide scale supports the efforts of the agent in circuit delivery and the rapid resolution of an issue, ultimately resulting in a positive experience for the Agent’s customer,” commented founder of Demarc Extension Nationwide and President of Concert Technologies, Dennis Mazaris.

About Demarc Extension Nationwide
Demarc Extension Nationwide is a brand of Concert Technologies and was developed as the telecommunications industry leader for nationwide installation services and education of demarc extensions. In addition to providing these nationwide installation and maintenance services, the brand sets the standards and supplies the necessary information to facilitate the understanding of specifications and installation practices for demarc extensions. Demarc Extension Nationwide supports the telecom agent and carrier in ensuring complete operability of the circuit at the customer’s site. Visit Demarc Extension Nationwide online at www.demarcextension.com

Filed under: Events,News — Tags: , , — concerttechnologies @ 12:00 pm



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