This is a case recommendation that my team and I put together for Deloitte’s local case competition in 2009. The case company was involved in telecommunications and had recently acquired a new region, leading to a patchwork of support systems throughout their divisions. We designed a roll-out plan that we believed would meet their financial, organizational and long-term success requirements.

1. OCTOBER 15, 2009 – CG 1026 – 9:45AM
5
TEAM
[AM] BOB CLARK | MATT BLAIR | SUNNY BHALEKAR

2. Agenda
Our approach to the problem.
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 Current Scenario
 Selection Methodology
 Deployment Strategy Overview
 Recommendation
 Costs and Benefits
 Risks and Mitigations
 Implementation Timeline
 Conclusion
Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]

3. Current Situation
ATTAP faces many strategic challenges with their current approach.
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 Haphazard customer service applications
 Resulting in many different individual “styles” of
resolving support calls.
 Support systems nearing capacity
 Growth over the next few years will overload servers.
 Customers are being inappropriately billed
 Dissatisfactionresulting from overcharging and lengthy
calls to customer service.
Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]

4. Demographics
Challenges that may arise during implementation.
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 High growth markets
 Midwest, Central, Gulf
Coast, Kansas
 Business users
 With Power-users, our
service is at high risk
 Acquisition of Kansas
 Estimateduserbase of
70,000 customers
Overview Approaches Recommendation Costs/Benefits/Risks

5. Engagement Goals
Deloitte’s metrics for a successful implementation outcome.
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ENGAGEMENT GOALS
Adhere to ATTAP Ensure operational
Timely Completion
PROJECT
Policies readiness of
of All Regions
(Zero Negative corporate and field
(24-30 months)
Customer Impact) employee
STRATEGIC
Ensure Scalability Improve Single-Call Enhance customer
to Future Regions Resolution experience
Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]

6. Multidimensional risk analysis
All risks must be quantified and considered
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ARPU  Risk can be though of
as a function of many
variables:
 ARPU
 Ratio of business users
 Ratio of young users
 Number of customers
 Number of
Central Coast
workstations
Central
Gulf Coast
Overview Approaches Recommendation Costs/Benefits/Risks [Insert source here (if applicable)

7. Regional Risk Factors
Quantifying different risks assists in choosing the pilot region.
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Customers vs. Business Users
21%
Market Market Risk Level
GROWTH of CUSTOMERS
18% MW
GC Gulf Coast Medium
15% C Central Coast Low
12% Central Medium
9% NE Florida Low
6% CC Midwest Med/High
F
3% Northeast Med
6 135 270 400 544
# of BUSINESS USERS (000’s)
Overview Approaches Recommendation Costs/Benefits/Risks [Insert source here (if applicable)

8. Regional Risk Factors
Quantifying different risks assists in choosing the pilot region.
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Market Market Risk Level
Customers vs. ARPU Gulf Coast Low
Central Coast Low
1.5M
Central Low
NE
Florida Medium
CUSTOMERS
1M MW Midwest Medium/High
F Northeast High
500K GC
CC
C
0
0 50 100
ARPU ($)
Overview Approaches Recommendation Costs/Benefits/Risks [Insert source here (if applicable)

9. Regional Risk Factors
Quantifying different risks assists in choosing the pilot region.
8
Business vs. Young Users
GROWTH of BUSINESS USERS
20% GC CC Market Market Risk Level
Gulf Coast Med/High
15% MW
Central Coast High
Central Low
10% F
NE
Florida Medium/High
5% Midwest Medium
C
Northeast Medium/Low
5% 10% 15% 20%
GROWTH of YOUNG USERS
Overview Approaches Recommendation Costs/Benefits/Risks [Insert source here (if applicable)

10. Types of Implementation
As technologies progress, certain approaches are infeasible.
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Big Bang Phased Parallel
Implementation Implementation Implementation
High Risk Med Risk Low Risk
Quick Paced Slow
Implementation Implementation Implementation
Low Cost Med Cost High Cost
Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]

11. Types of Implementation
As technology progresses, certain styles are infeasible.
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2.0M
1.5M
1.0M
0.5M
0 1 2
Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]

12. Deployment Approaches
Depending on overall strategy, many approaches must be considered.
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 Double Pilot and Phased National
 Pilot at 2 low risk regions simultaneously.
 Phase nationally with a gap of 2 months
 Tandem Pilot and Deferred Big Bang
 Pilot at 2 low risk regions simultaneously
 Next pilot at 1 high gain region
 Big bang nationally for remaining location
 Triple Mini-bang
 3 mini-bangs each consisting of 2 regions
 First mini-bang at 2 low risk regions
 Next 2 mini-bangs will have distributed workload
Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]

13. Double-Pilot / Phased Nat’l
Explanation of the approach to implementation.
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 Details
 Implement in low risk regions of Central and central coast
simultaneously
 Phased approach for remaining regions with a gap of two months
 Alternate low risk and high gain regions in the phased approach
 Benefits
 Implementing in low risk regions will help mitigate risk of impacting
business customers
 Both locations together will equip the team to better implement solution
at bigger regions
 Phased approach will help the team get better with each phase and
lower thr risk of implementation failure
Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]

14. Tandem Pilot / Def. Bang
Explanation of the approach to implementation.
13
 Details
 Implement first pilot in low risk regions of Central and central coast
simultaneously
 Implement next pilot in high gain region of North east
 Implement using a big bang approach for the remaining regions
 Benefits
 Implementing in low risk regions will help mitigate risk of impacting
business customers
 Second pilot in high gain region will help roll out services to business
customers early
 Two pilots will equip the team to better implement using big bang
approach
Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]

15. Triple Mini Bang
Explanation of the approach to implementation.
14
 Details
 Implement solution as 3 mini-bangs each having two regions.
 Implement in low risk regions of Central and central coast
simultaneously
 Phased approach for remaining regions with a gap of two months
 Alternate low risk and high gain regions in the phased approach
 Benefits
 Implementing in low risk regions will help mitigate risk of impacting
business customers.
 Both locations together will equip the team to better implement solution
at bigger regions
 Phased approach will help the team get better with each phase and
lower thr risk of implementation failure
Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]

16. The Triple Mini Bang
A complex scenario requires a situation specific strategy.
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Employee
ease of use
Quickly reaches
high gain users
Minimizes customer risk
Overview Recommendation CostsBenefitsRisks Implementation [Source. . .if applicable]

17. Choice of Approach
Total number of workstations updated over time.
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1200
Double Pilot and Phased
Number of Wrokstations in Training
National
1000 Tandom Pilots and Deferred Big
Bang
Triple Mini Bang
800
600
400
200
0
0 5 10 15 20 25 30 35
Month
Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]

18. Expenditure Summary
Different expenses need to be taken into consideration.
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Var Software Engineers Fixed Software Engineers Employee Training
1 Engineers / 20 Workstations 4 Engineers / 1 Region 20 hours / Employee
Consultants Fixed Implementation
3 Consultants – Full-time Fixed overhead costs
Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]

19. Financial Outlook
As the project progresses, gains are realized.
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Outlays for the CSR
$20M implementation are offset
as savings are realized
from increased customer
$15M service efficiency.
$10M
$5M
0 YEARS
1 2 3
$ -5M
1st Phase
2nd Phase
3rd Phase
Overview Approaches Recommendation Costs/Benefits/Risks

20. Risks & Mitigation
Risks can potentially delay projects, causing financial loss.
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Risks Mitigation plan
Deploying at two regions together in Regions selected in first mini bang are
first mini bang increases risk of failure low risk and a failure would have less
impact on business users
High gains regions not reached out Deployed at one high gain region with
immediately low risk region to reach business
customers early and at the same time
mitigating the risk of scaled efforts
Number of users to be trained in the 2 months break between first and
second mini-bang almost triples second mini bang gives the team time to
recuperate and reorganize
Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]

21. Implementation Timeline
0
[Source. . .if applicable]

22. Conclusions
A review of the future.
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 The triple mini bang custom deployment approach
aligns best with ATTAP’s strategic goals through:
 Minimal customer impact
 Quick deployment to business dense markets
 Under time deployment
 Appropriate change management
 An application that employees will enjoy

23. ATTAP
MANAGING AUTOMATED CSR
IMPLEMENTATION ACROSS
MULTIPLE REGIONS
OCTOBER 15, 2009 – CG 1026 – 9:45AM
5
TEAM
[AM] BOB CLARK | MATT BLAIR | SUNNY BHALEKAR

24. T E A M 5 - AM October 16, 2009
Bob Clark | Matt Blair | Sunny Bhalekar
ATTAP: MANAGING AUTOMATED CSR
IMPLEMENTATION ACROSS MULTIPLE REGIONS
ATTAP MUST OVERCOME MANY OBSTACLES IN CSR IMPLEMENTATION
Upon evaluating the current scenario facing the implementation of the new system at ATTAP,
the Deloitte team found a great opportunity for designing a customized approach to ensure the
enhancement of customer experience as well as a smooth integration with current systems. Although a
similar streamlining process had been explored in the past, we feel that experienced, ongoing support is
paramount in a successful application and we will be beside you every step of the way.
Deloitte understands you face a difficult decision surrounding the various styles of integrating
web-based software into your current systems. We believe we can not only add value to current
situation, but also to your future state. Today, our team aspires to assist you in arriving at an educated
decision concerning your approach to this automated CSR implementation.
IMPROVING CUSTOMER SUPPORT
Customers will experience more timely,
Support Staff
satisfactory support after implementation of the new
system. By increasing the efficiency of issue Customers Management
resolution, ATTAP is able to solidify brand reputation
through its public image. Upon modifying your online
presence to incorporate an online issue resolution
portal, you will be mitigating potential customer churn
CSR
with quick, simple service.
By standardizing billing procedures, you are also mitigating potential risks for inappropriate
billing schemes. These subscriptions not only result in an extra call to customer support, but also in
extreme amounts of revenue loss by mistakenly providing the wrong services.
DECREASING RELIANCE ON SUPPORT STAFF
As the efficiencies of the new CSR system are realized through a reduction in calls to the service
center – ATTAP will see decreases in payroll. An automated interface for standardizing service calls and
ensuring the proper application of different protocols, ATTAP can make more effective use of
potentially reduced support staff. Through scalable expansion procedures, you will see significant
simplification of implementation to newly acquired service areas (e.g. Kansas).
PROGRESS REPORTING TO ENHANCE MANAGERIAL ABILITIES
While the Deloitte implementation team works on this project, you will receive reports
documenting the timely achievement of checkpoints. A primary goal of this engagement is to ensure
quality support throughout each step of this process. We believe project management is of utmost
importance throughout our engagement with your organization.