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Launch of Highly Complex Computing Family

Client: Launch of complex computing system product family
Topic: Release of next-generation computing systems, including latest partner-provided CPU.

Situation:

Computing System:

  • Launch of highly complex computing system product family, including 4 primary configurations, ~300 assets per configuration, 4 CPU options, with upgradable memory and hard drive capacity
  • Joint venture focused on key customer accounts to ensure business development and increase market share.
  • Time sensitive to get next-generation systems to customer sites.

Challenges:

The challenges facing us were:

  • Coordinating product release information from the supporting business unit and manufacturing availability of initial production units.
  • Ensuring all product-level system administration was in place for immediate response when launched, including custom part generation and export compliance.
  • Coordinating operations and technical support to ensure new product implementation process is completed same day of arrival from manufacturing.
  • Coordinating with warehouse operations team to prioritize receiving, allocation, test, and shipment of new units from manufacturing.

Actions:

The actions we took to address these challenges were:

  • Weekly conference calls to confirm the accuracy and final acceptance of system bundle and blade-level bill of materials and technical data.
  • Interaction and closure with supporting IT and export compliance teams to have all product-level data created, entered, and tested in order management and warehouse management systems prior to product launch.
  • Coordinating operations and technical support to ensure new product implementation process was completed same day of arrival from manufacturing.
  • Technical support on stand-by to execute completion of our new product implementation process.
  • Clearing a section of warehouse for computing system handling, and having priority processing in place when new product implementation released.
  • Interaction with business unit engineering prior to launch.

Results:

Our actions resulted in:

  • Receiving manufacturing shipments in less than 4 hours.
  • Demo loans to shipping in 24 to 48 hours after receipt.