Reducing Friction in On-Site Installations
As a pre-sales engineer, a significant part of my job involves on-site installations of newly purchased equipment. In this blog post, I will share some insights and best practices for reducing friction during these installations, based on my own experiences and lessons learned.
Planning and Preparation
Before the installation, I schedule a meeting with the customer to plan the project and create a project plan, milestones, and goals. This meeting is crucial as it allows us to define all work packages, activities, and configuration details with the customer. We use mind maps to structure the project and ensure that we have covered all aspects of the installation.
Using Digital Media
During the kickoff meeting, I use digital media to take notes and sketches. I prefer using my iPad with a Bamboo Stylus Duo and Mindjet MindManager on Windows. This helps me to keep track of all information and ensure that I have everything I need before starting the installation.
Ensuring Readiness
Before beginning the installation, we should ensure that we have all necessary software, licenses, and information. It’s essential to avoid downloading software during the installation process, as this can cause delays and increase friction. Additionally, we should ensure that our laptops are fully charged, and we have all necessary tools and cables with us.
Keeping Track and Documenting Work
During the installation, it’s crucial to keep track of our work and document what we’ve configured. We should explain each step to the customer and ensure that they understand what we are doing. This helps to build trust and shows that we are experienced professionals who know what we are doing.
Organizing Our Work
To avoid disorganized work, I use a medium-sized box with everything I need for on-site installations. The box includes an HP 6450b laptop with Windows 7, tools, serial cables, a Juniper 5GT firewall, power supplies, and an antistatic mat. This helps me to stay organized and focused on the task at hand.
Conclusion
In conclusion, reducing friction during on-site installations is essential for delivering successful projects and maintaining customer satisfaction. By planning and preparing thoroughly, using digital media, ensuring readiness, keeping track of our work, and organizing our tools and equipment, we can minimize delays and errors and ensure a smooth installation process. As professionals, it’s up to us to ensure that our customers have a positive experience with our company, and these best practices can help us achieve that goal.