Document my success plan
This article gives an overview of the requirements for properly documenting your cloud voice deployment. By defining and documenting all decision points and next steps while planning your cloud voice deployment, you can make sure all stakeholders and project team members are aligned on delivering successful outcomes.
After defining how you’ll implement the Audio Conferencing or Phone System with Calling Plan solution in your organization, you need to plan for the execution of the implementation project.
If your organization has only one or two sites, you might not need to complete all the details provided in this article, but you should read through it to guide your approach.
As with any technology implementation that transforms the way people work in your organization, choosing the right way to undertake the deployment will greatly influence the success of your cloud voice implementation.
Potential deployment models include the following:
Per site: This model is suitable for cases where your organization is geographically dispersed, and branches have significant numbers of employees. However, this deployment model can potentially disrupt communication within departments where department employees are spread across several locations.
Per division: This model is usually the better option for medium-size companies and ensures that departments involved have the same experience.
Whole company at once: This model is typically the best option for small companies, where all employees get the same experience from day one of the deployment.
To ensure that you’ve got clarity for who is responsible for what in your project, use a responsibility assignment matrix (also known as a RACI—responsible, accountable, consulted, and informed—matrix). List the person or group who is responsible and accountable for each task, along with stakeholders to be consulted in the decision-making process, and stakeholders to be informed of each decision and action throughout the project execution.
The following is an example of a RACI matrix for a cloud voice implementation.
|Activity/Role||Project Lead||Collaboration Lead/Architect||Consultant||Change Management/Adoption Specialist||Business Unit Representatives|
|Program presentation kickoff call||R, A||C|
|Set up Call Quality Dashboard||I||C||R, A|
|Share the Discovery Questionnaire during kickoff call||I||C||R, A|
|Envision phase kickoff||R, A||C|
|Business use cases workshop||A||R||C|
|Review the Discovery Questionnaire||R, A||C|
|Architecture workshop||I||R, A||C|
|Adoption user scenarios Envision phase workshop||C||I||A||R|
|Adoption success workshop||R, A||C|
|Client and device readiness workshop||I||R, A||C|
Quarterly execution plan
To execute the cloud voice deployment in manageable chunks of work, we recommend that you create a quarterly execution plan based on your objective key results (OKRs), the deployment model you’ve chosen, and the project execution capability of your organization.
This way you can track progress on a quarterly basis, revise the plan if needed, and deploy cloud voice capabilities based on your organization’s capacity to execute.
If your organization has only one or two sites, you might not need a quarterly execution plan because you’d expect to be fully deployed in a short period of time.
The following is an example of a quarterly execution plan for the Envision phase of a cloud voice implementation.
|Site/division||Number of employees||Audio Conferencing||Phone System||Quarter to execute|
|US: New York||2000||Yes||Phone System with Calling Plans||Q1 CY2018|
|Ireland: Dublin||300||Yes||Phone System with Calling Plans||Q1 CY2018|
|Austria: Vienna||500||Yes||Phone System Direct Routing||Q2 CY2018|
|Italy: Milan||200||Yes||N/A||Q2 CY2018|
|South America: Brazil||1500||Yes||Phone System Direct Routing||Q2 CY2018|
|India: Delhi||7000||Yes||N/A||Q3 CY2018|
Communications and governance plan
To keep project stakeholders up to date with the progress of the deployment, you need to establish a plan for how communications will take place among the core project team members and with the stakeholders to discuss matters relating to status of the project, key milestones, blockers, and various reviews of the project against established KSIs, operational metrics, and strategic goals.
The following is an example of a communications and governance plan that you can leverage in your cloud voice implementation project.
|Project standup calls||Sync on status of the project, track key milestones and blockers||TBA||Monday, Tuesday, Wednesday, Thursday 5 PM PST||Virtual||TBA|
|Weekly steering committee||Review status of the cloud voice project, report to executives, raise issues that require executive help to resolve||TBA||Every Friday 11 AM PST||Virtual||TBA|
|Monthly project business/operational review||Check project status with extended stakeholders, main points of contact, and executive sponsors; review the deployment plan, KSIs, and operational metrics||TBA||Second Tuesday of month||Virtual or in person||TBA|
|Quarterly business review (QBR)||Check project status and review progress against strategic goals, KSIs, and operational metrics; revisit plans if required||TBA||Last Thursday of every quarter||In person||TBA|
Finalize my success plan
A success plan is the summary of the documentation you created in the Envision phase.
The success plan gives the project team—which can include FastTrack or a deployment partner—sufficient information to realize your organization’s goals with implementing the Audio Conferencing or Phone System with Calling Plan service.
In general, a success plan contains the following main sections, many which you will have worked on through the Envision phase:
Business use cases, the list of stakeholders, OKRs and KSIs, risk registers, and project timelines typically make up the bulk of information required for a business case. You should document these as part of your success plan.
Your environmental assessment provides the initial information required to determine your organization’s technical readiness to implement Audio Conferencing and/or Phone System with Calling Plan.
Included here is your service readiness assessment and the plan to address areas that need remediation that you discovered through environmental assessment.
Document how you planned the Audio Conferencing or Phone System with Calling Plan service technical implementation for your organization.
Document how you planned the execution of the project to implement the solution throughout your organization.
After you perform your adoption readiness assessment, the project team needs to come up with a comprehensive set of communication plans, a training plan, and plans for pre-launch, launch, and post-launch adoption activities.
Identify resources to support adoption activities such as flyers, welcome emails, and training materials, along with any customizations you’ll need to meet your organization’s requirements.
Download templates for adoption activities from the Microsoft Teams Customer Success Kit.
The exercise of mapping operational roles will establish roles and responsibilities, and the teams assigned to each operational role, that you’ll need to support the implementation of Audio Conferencing.
You need to complete this and include the operational plan as part of the success plan to ensure operational readiness of the solution.