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fecinc.com
FTTH Council Community Toolkit Conference
How to Make Your Customers Happy!
(a.k.a. How to Manage a Successful Implementation)
fecinc.com
 THIS is the response you want when
your FTTH installation is complete
 Is this a pipe dream…NO!!
 Is it a challenge and will there be
bumps along the way…YES!!
Happy! Happy! Happy!
fecinc.com
 Is it really because you want to be operating a
FTTH network?
 For some the answer may be YES!!
 And the reason...
Customer demand, economic development,
and quality of living.
Why are you considering FTTH?
fecinc.com
 Selecting Vendors
– Is the process valid, fair and transparent?
 Rock Solid Contracts
– Reasonable Terms and Conditions
– Low bid or quoted contracting process?
– Reasonable timelines (a HUGE part of successful project
implementation)
– Top notch project management
How are you going to achieve your goal?
fecinc.com
 Project Timeline
 Contract Management
 Project Implementation
 Delivering the System
Project Management...
fecinc.com
 Facilities Construction Contract
– Selection of materials to be used on the project
– Construction timelines
– Expectation of contractor during construction
(i.e. work product)
– Project cleanup
– Progress reports
– Conflict resolution
– Mishaps?
Fiber Facilities...
fecinc.com
 Equipment Contracts and Installation
– Selection criteria for bid or quoted contract?
– Expectation of vendor for turn-up support
– Installation timelines
– Testing prior to service initiation
– Timeline management for cohesion with fiber facilities
construction
– Progress reports
– Conflict resolution
– Mishaps?
Electronic Equipment...
fecinc.com
 Services Contracts
– Service delivery timelines
– Expectation of vendors
– Integration testing
– Performance testing prior to
subscriber installations
– Progress reports
– Conflict resolution
– Mishaps?
Subscriber Services...
fecinc.com
 Customer Services and Network Operation
– Installation timelines for new subscribers
– How will you bill?
– Ongoing customer service
– Network documentation
– Performance monitoring
– Procedure to repair damaged fiber
and equipment
 Future Expansion and Upgrades
Network Management...
fecinc.com
 All the pieces of the puzzle fit together when
they are all planned together
 Utilize someone who understands all the
individual aspects of a FTTH project….and the
timelines for all the pieces to fall together
 The customers should drive demand for your
services
Putting the Puzzle Together
fecinc.com
 11 offices located in the Central and Western
United States
 19,225 miles of FTTH engineered
 94,342 subscribers passed
Finley Engineering
fecinc.com
Follow us for more information:
www.FinleyBroadband.com
June 20 Webinar
“Gigabit FTTH: Examining Ultra High Speed
Network Momentum”
Want to learn more?

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Successful FTTH Implementation

  • 1. fecinc.com FTTH Council Community Toolkit Conference How to Make Your Customers Happy! (a.k.a. How to Manage a Successful Implementation)
  • 2. fecinc.com  THIS is the response you want when your FTTH installation is complete  Is this a pipe dream…NO!!  Is it a challenge and will there be bumps along the way…YES!! Happy! Happy! Happy!
  • 3. fecinc.com  Is it really because you want to be operating a FTTH network?  For some the answer may be YES!!  And the reason... Customer demand, economic development, and quality of living. Why are you considering FTTH?
  • 4. fecinc.com  Selecting Vendors – Is the process valid, fair and transparent?  Rock Solid Contracts – Reasonable Terms and Conditions – Low bid or quoted contracting process? – Reasonable timelines (a HUGE part of successful project implementation) – Top notch project management How are you going to achieve your goal?
  • 5. fecinc.com  Project Timeline  Contract Management  Project Implementation  Delivering the System Project Management...
  • 6. fecinc.com  Facilities Construction Contract – Selection of materials to be used on the project – Construction timelines – Expectation of contractor during construction (i.e. work product) – Project cleanup – Progress reports – Conflict resolution – Mishaps? Fiber Facilities...
  • 7. fecinc.com  Equipment Contracts and Installation – Selection criteria for bid or quoted contract? – Expectation of vendor for turn-up support – Installation timelines – Testing prior to service initiation – Timeline management for cohesion with fiber facilities construction – Progress reports – Conflict resolution – Mishaps? Electronic Equipment...
  • 8. fecinc.com  Services Contracts – Service delivery timelines – Expectation of vendors – Integration testing – Performance testing prior to subscriber installations – Progress reports – Conflict resolution – Mishaps? Subscriber Services...
  • 9. fecinc.com  Customer Services and Network Operation – Installation timelines for new subscribers – How will you bill? – Ongoing customer service – Network documentation – Performance monitoring – Procedure to repair damaged fiber and equipment  Future Expansion and Upgrades Network Management...
  • 10. fecinc.com  All the pieces of the puzzle fit together when they are all planned together  Utilize someone who understands all the individual aspects of a FTTH project….and the timelines for all the pieces to fall together  The customers should drive demand for your services Putting the Puzzle Together
  • 11. fecinc.com  11 offices located in the Central and Western United States  19,225 miles of FTTH engineered  94,342 subscribers passed Finley Engineering
  • 12. fecinc.com Follow us for more information: www.FinleyBroadband.com June 20 Webinar “Gigabit FTTH: Examining Ultra High Speed Network Momentum” Want to learn more?