Helping to Deliver Consistent Project Management Worldwide
Tyco has established its U.S.-based Global Support Center (GSC) with one goal in mind: worldwide consistency in the management of projects for Tyco Global Account customers. Its services include systems design, installation, standards and program management. This year, the GSC has dedicated full-time system designers for pre-sales work and program managers to direct post-sales installations and commissioning.
According to GSC Director Daryl Haga, the Global Accounts team is part of a larger staff of nearly 50 highly credentialed professionals at the GSC who know the intimate details of the technologies behind Tyco solutions and who collectively comprise one of the largest expert groups in the industry. “These are people with degrees in mechanical or electrical engineering and computer science, plus hard-earned industry credentials on top of that,” he says. “Some have 20 years of experience and more.”
Technical repository. Backing them up is the GSC’s central repository of CAD drawings, contracts, as-built documentation, local codes, individual customer standards, site surveys and much more. “By having these resources on hand, plus our staff’s knowledge and experience,” Daryl says, “we’re ready to assist with just about any project in the world.”
He cites a major project the GSC Global Accounts team is working on for installation in Russia that takes advantage of the experience gained from similar deployments elsewhere in the world along with readily available documentation from those projects that the Tyco experts can consult for the Russian one. “And because one of our guys is Russian, he knows the country inside and out, along with being able to speak Russian fluently to boot,” Daryl says.
TheTyco Global Accounts pre-sales team members schedule site surveys, prepare CAD drawings, and assist with the design and engineering for North American customer deployments internationally. They also work with the post-sales team to create standardized installation packages (aka “playbooks”) for the Tyco implementation. The playbooks are key to help ensure that a project is completed in accordance with the customer’s global specifications.
Passing the baton. Because the two teams sit literally next to each other, the post-sales team gets a running start by knowing the project even before the official hand-off for implementation. They are then responsible for scheduling, coordinating and supporting all aspects of installation as well as tracking and resolving service issues with the local Tyco team members in the 50 countries Tyco serves.
The GSC is located near the Birmingham, Alabama airport, so Tyco customers and National Account Managers have easy access. Daryl prefers that customers visit the GSC before their first project to give his team a chance to meet them in person and learn as much about their company, its standards, and project goals as possible. “We document all we learn on these visits,” he says. “That way we build a base of understanding that can help us deliver consistent results that comply with a particular customer’s standards anywhere in the world.”