SELF INSTALLATION - BEST PRACTICES - Zonar …€¦ · · 2017-10-03The vast majority of...

All information contained herein is confidential and proprietary information of Zonar Systems, Inc.

SELF INSTALLATION - BESTPRACTICES

Customer Care 1-877-843-3847 | [email protected] 2

Introduction

Zonar Systems' equipment will provide years of reliable service when it is properly installed and maintained. WhileZonar's "Users Manual and Installation Guide" covers the technical details of a single installation, this guide isintended to provide a template for the installation process across your entire fleet. It is important to understand thatwhile installing the individual pieces is simple, when expanded fleet wide, it is a significant project and should betreated as such. This guide will lay out what Zonar views as the best practices for successfully completing a fleetwide installation. Through years of experience, we have identified the necessary roles and responsibilities for boththe Customer and Zonar, and have built a wealth of knowledge on how to properly plan, document, and perform afleet wide installation, which ensures a reliable and timely roll out.

As a technology company, Zonar is uniquely dedicated to customer service. We pride ourselves in making sure ourequipment functions correctly, and offer a wide variety of support services to our customers. While the installation isthe most critical step in our product life cycle, we are dedicated to assisting you in successfully navigating thisproject.


Contents

IntroductionContents

Phase I: The Installation as a ProjectOverviewRoles and ResponsibilitiesCustomer Roles and ResponsibilitiesZonar Roles and ResponsibilitiesEstablishing the Chain of CommandDetermining Your Timeline and Installation ScheduleAsset List to Installation Document

Phase I: Action Items!

Phase II: Planning the InstallationOverviewPerforming an Equipment InventoryReading Zonar's Installation GuideDetermining Equipment PlacementInstalling the First Asset

Phase II: Action Items!

Phase III: The Installation and The Zonar Quality Control ProcessOverviewGPS Id Record KeepingEVIR Asset Tag Record KeepingSubmitting the Installation DocumentCorrecting Faulty InstallationsThe Return Merchandise Authorization ProcessFinal InventoryZonar's Help Desk

Phase III: Action Items!


Phase I: The Installation as a Project

Overview

Installing Zonar's GPS Solution across your fleet will be one of the major milestones you face in implementing ourtelematics services into your day to day operations. It is important to remember that our software relies on datagenerated from the hardware installed on your assets. Without properly installed hardware, data can be unreliable,non-existent, and even erroneous, resulting in missed milestones, delayed implementation, and mistrust by users.The vast majority of improperly installed equipment does not result from incompetent technicians or complicatedequipment. Zonar equipment is simple to install and with attention to detail even entry level technicians have the skillset to be successful. Instead, most installation missteps result from simple organizational issues: the lack of a clearchain of command, no definite plan, failure to disseminate and understand the Zonar Installation Manual, andbreakdowns in communication. A clear plan, a definite chain of command, and open lines of communication are keyto successfully completing any large scale project. Our most successful customers quickly organize, make definitiveplans, and rapidly prepare themselves for the day to day communication that will ensue between their installationteam and Zonar's in house support team. They stress attention to detail, ask questions, openly explore alternatives,and seek guidance when things don't seem quite right. Your fleet may contain many different makes, models, andgenerations of vehicles and despite the best laid plans, deviations occur. We are here to help.

Roles and Responsibilities

Installing Zonar's GPS Solution across any fleet is a significant project, and the larger the fleet the more intensive andstructured the management of the project should be. As with any major project, fleet wide installation will require asignificant, but temporary, disruption to business as usual. Time will need to be allocated, resources trained, andequipment temporarily removed from daily usage. Labor shifts may need to change in order to accommodate vehicleavailability. As such, it is most effective to openly determine the Chain of Command and delineate responsibilities forthe life of the project. Zonar has significant experience in managing these projects and has identified, what at aminimum, are the necessary roles and responsibilities that are required in order to ensure a successful completion ofthe installation project. The next pages will detail the roles and the responsibilities required for your organization aswell as Zonar's roles and responsibilities for the installation period.


Customer Roles and Responsibilities

Examine the roles and their responsibilities and determine who within your organization will be performing each role:

Customer Team Responsibilities

Project Director Oversee total quality of the projectValidate and confirm the final asset list that willcompromise the installation documentDetermine installation timelines and manageexecutionWork with Zonar to determine and sign off oninstallation specifics and equipment placementAssign required project roles to on site personnelEnsure that roles and responsibilities are metthroughout the organizationServe as a point of escalation for issue resolution

Project Manager Oversee the day to day execution of the installationValidate and confirm the final asset installationdocumentWork with Zonar and the Project Director todetermine installation specifics and EquipmentPlacementEnsure that the installation technicians understandand comply with installation specifics and equipmentplacementEnsure that the installation technicians understandand comply with GPS Id management, includingaccurately completing installation documentationRead, understand, and ensure that techniciansunderstand Zonar's Installation ManualUnderstand, manage, complete and submit theinstallation document to Zonar QC SpecialistWork with Zonar QC Specialist to ensure issueresolutionWork with Zonar Help Desk for technical supportduring the installation


Installation Technicians Conduct a full inventory of equipment when recievedRead and understand Zonar's Installation ManualUnderstand and comply with installation specifics andequipment placementComplete installations following Zonar's approvedSystem CheckAccurately document installation and submit dailyupdates to Project ManagerRemedy or rectify issues identified by Zonar RemoteQC SpecialistWork with Zonar Help Desk as necessary totroubleshoot issues


Zonar Roles and Responsibilities

As Zonar manages a large number of installations at any given time, we have already established an internal chain ofcommand for the installation process. Below are our roles for your installation project:

Zonar Team Responsibilities

Sales Representative Act as main liaison between the Customer and ZonarIntroduce the Zonar team and establish points ofcontact for the various stages of the installationprojectConsult with the customer on logistics in order toschedule installationOrganize status meetings as necessaryWork with the Customer and Zonar Field Support toschedule resources as necessary

Installation Manager Oversee total quality of the installation projectConsult with customer and sign off on equipmentplacementSchedule Zonar Install team for training as purchased(recommended)Serve as the point of escalation for install relatedissuesSchedule status meetings as necessaryServe as final authority on installation related issues

Quality Control Specialist Validate asset list and convert to InstallationDocumentDeliver Installation Document to Project Manager andensure it is completed correctlyPerform Quality Control checks on installed units andcommunicate issues with Project ManagerUpdate successfully installed units in Ground TrafficControlConfirm final checkout of site upon completion andhand off account to Zonar Field Service Manager orZonar Help Desk for continued support


Zonar Help Desk Primary point of contact for technical support after theinstallationSecondary point of contact for service if Installationteam is unavailable (rare)Perform necessary return merchandise authorizationsfor parts variations and any warrantee issues thatmay arise

Zonar Installation Training Team Work on site to train staff on installation specifics(additional service for purchase-highlyrecommended).

Establishing the Chain of Command

Once your organization has determined who will fulfill each role, it is imperative to understand the chain of command.Determining your own internal chain of command, as well as understanding the organizational flow for Zonar, willmake navigating the installation process much simpler. Confusion about who is in charge, who can make decisionsas to installation variations, and whom to contact at Zonar, result in lost time and productivity during the installationphase. Below is what we have found to be the most effective organizational hierarchy for the installation process andthe primary corresponding contact at Zonar.


Determining Your Timeline and Installation Schedule

The installation of Zonar's GPS equipment and accessories represents a project. All projects, by definition, willdisrupt the day to day operations of your organization. Since day to day operations will be impacted, and staffresources must be assigned to the project, it is imperative to determine a realistic schedule for installing equipmentand completing the installation phase. Below are realistic guidelines for planning your installation:

Installation Options Time to InstallFirst Unit in Hours

Maximum Practical InstallSpeed Per Unit in Hours

GPS unit only/ 4 pin cable 2.5 1.25

GPS unit only/ LD Cable orMOAC-B Cable

2 1

GPS unit only/ MOAC-T Cable 3-5 1.5

Additional time for 2010 EVIR 1 .5

Additional time for 2020 EVIR 2 .75

Additional time for Zpass .5 .25

Additional time for EACH RemoteInput (I/0)

1 .25


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Asset List to Installation Document

Once your site has assigned roles and determined the installation schedule, the final step prior to beginning theinstallation is having your final reviewed asset list turned into an Installation Document. In most cases, your asset listwill not very greatly from the asset list that was compiled to complete the purchase of your equipment, however,verifying its accuracy and alerting us of any changes will greatly reduce possible delays. In order to have your assetlist turned into a Zonar approved Installation Document simply submit your completed asset list, in a spreadsheetformat, to . Include in the subject line: "Installation Document," as well as [email protected] Name and Zonar Customer Code. Within 72 hours a Zonar QC specialist will turn your asset list intoan installation document and provide the contact information for the QC specialist responsible for your account.

Phase I: Action Items!Determine Organization Roles and ResponsibilitiesEstablish Internal Project Chain of CommandDetermine Installation Time Line and ScheduleRequest Asset List to Installation Document form [email protected]


Phase II: Planning the Installation

Overview

Once your site has organized and geared up for the installation process it is time to begin installing your equipmentfleet wide. The first few days and first few assets should be approached with caution and collaboration with Zonar.The installation guide should be read and each technician should be given a copy. Your team should collaborate onwhere to locate equipment, carefully document this, and ensure that all installation technicians are aware andprepared to comply with the installation plan. Your team should become familiar with contacting Zonar's help desk forsupport. Asking questions, verifying decisions, and ensuring the quality of your installation methodology at this earlypoint ensures that costly mistakes aren't multiplied fleet wide. This section will guide you through the first few crucialdays of the installation project as your team prepares to begin installing fleet wide.

Performing an Equipment Inventory

Once Equipment has arrived on site, the installation technicians should perform an inventory of equipment. Althoughfulfillment mistakes are infrequent, performing an inventory helps ensure that all equipment was shipped accuratelyand nothing is missing or lost in transit. This will also give you an opportunity to organize the equipment for controlleddistribution to the installation technicians. Performing this task also familiarizes the installation technicians withZonar's equipment, as many technicians may not have had the opportunity to handle the equipment during the salescycle.


Reading Zonar's Installation Guide

Before beginning the installation project, it is incredibly helpful to spend a few hours reading and discussing Zonar'sInstallation Guide. This document details the necessary technical specifications for the installation of our equipmenton your assets. The information in that document will greatly assist you in determining where and how to install ourequipment in addition to answering most installation related questions. There can be, and it is normal to expect,some questions or have a need for clarification when applying the principals outlined in the installation manual toyour assets. Our Installation team and Help Desk provide knowledgeable around the clock support for yourtechnicians when they encounter abnormal situations in the field or have application specific questions not fullyaddressed in the Installation Guide.

Determining Equipment Placement

On any asset there are a wide variety of acceptable places to install Zonar's GPS Equipment and accessories. Page7 of Zonar's Installation Manual highlights the general guidelines for determining where to place the GPS unit andassociated accessories. Although your assets may vary, establishing a basic plan of where to install components,and verifying the quality of the installation with your QC Specialist significantly streamlines the installation procedureand ensures that simple, yet costly mistakes are caught before being multiplied fleet wide. Great care should betaken to determine installation locations on all asset types. These locations should be clearly documented and allmembers of your installation team should be aware of where to place Zonar GPS equipment on your assets. Our


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most successful customers prepare a written Scope of Work with location diagrams, or even pictures, for theirtechnicians to follow. Standardization is key. Confusion on where to place equipment by even one member of yourinstall team will be multiplied many times over resulting in costly retouches and delayed implementation.

Installing the First Asset

Once all of the necessary pre-installation organization has been completed, it is time to install the first asset. Oncethe equipment locations have been determined, the technician should begin the installation. The installationtechnician should become familiar with pages 16 and 17 of the Zonar Installation Manual as they provide step by stepinstructions on what is necessary in order to fully complete an installation.

If there are any concerns as to whether the installation was successful you should immediately contact your QCSpecialist. They can provide a brief real time quality check, and verify that everything is installed correctly on the firstunit. Depending on the different asset types you have, the first day of installation may involve several different firstinstallations and several calls to the QC Specialist in order to verify functionality on each different type of asset.Taking time to document and understand how to install our equipment on your equipment will initially seem timeconsuming, however, attention to detail at this point will result in significant time and cost reductions down the road.

Phase II: Action Items!Perform an Inventory of EquipmentEnsure all installation technicians have read and understand Zonar's Installation Manual.Determine where Equipment will be placed on each asset type.Install first assets and verify installation techniques with Zonar Help Desk.

Phase III: The Installation and The Zonar Quality Control Process

Overview

Once you have determined the exact installation procedure for each of your assets, it is time to begin the installationphase in earnest. For the successful customer, this phase will be dominated by attention to detail, accurate recordkeeping, meticulous inventory control, and regular communication with your assigned Quality Control specialist. Thissection of the guide will map out our Quality Control process and offer best practices for record keeping, streamliningthe installation process, and avoiding costly pitfalls.

GPS Id Record Keeping

Zonar GPS equipment relies on a unique GPS Id number to identify your vehicle in the tracking portion of oursoftware. GPS Units have no way of automatically knowing what vehicle they are in. This makes carefully recordingwhich GPS unit was installed in every asset of the utmost importance. Your Installation technicians must accuratelyrecord these numbers and report them to the Project Manager for completion of the Zonar Installation Document tobe submitted to Zonar for remote Quality Control.

Zonar recommends using, or adapting for your uses, our "V3 System Checklist" found on Page 17 of our installationguide, as a road map for each installation technician to follow. In this manner installations can become routine,increasing efficiency, and decreasing the chance for mistakes. Following the checklist ensures the appropriate data isproduced so the unit can be rapidly checked by our Quality Control Team, functionality verified and the unit uploadedto Ground Traffic Control.


EVIR Asset Tag Record Keeping

Much like the GPS Id is used to uniquely identify your asset; the EVIR Asset Id Tag is used to verify the asset on theinspection side of our software. Just as the GPS Id must be accurately recorded for every single Asset, so to mustthe Asset Tag Id be accurately recorded for each asset. Zone Tags should be placed in consistent locations,standardization should be the ultimate goal. In addition to standardizing the placement of tags, great care should betaken to follow the surface preparation guidelines provided on page 15 of the Installation Manual. Careful surfacepreparation results in adhesion that often lasts the life of the asset, while hasty application usually doesn't last theday.

Submitting the Installation Document

The installation technicians should submit their daily installation records to the Site Project Manager at thecompletion of each day. Preferably on a daily basis, the Site Project Manager should fill out the Zonar InstallationDocument and submit it via email to their assigned QC specialist. The QC specialist will then examine the data fromnewly installed units in order to verify the functionality of the unit. If the unit appears fully functional, the QC Specialistwill upload the asset to Ground Traffic Control, making it visible in the system. If the unit has an issue, the QCSpecialist will identify the problem with as much detail as is possible and reply via email to the Site Project Manager.

Correcting Faulty Installations

Inevitably, and despite our best efforts, there can be installations that have an issue. Our QC Specialists are not entrylevel; they are experts in identifying installation issues and can narrow down functionality problems significantly fromjust the data. Their reports will point you in the direction of problems and make resolution much simpler. Whenpossible, it is best to resolve issues before moving onto new installations. This ensures that mistakes or problems


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remain isolated, and aren't spread fleet wide before being corrected. The best practice is to ensure that each asset isworking before moving on.

The Return Merchandise Authorization Process

Occasionally, equipment must be returned or exchanged. Most commonly during the installation phase, the cablethat was sent for an asset can't be used and must be exchanged for a different type of cable. Less commonly,equipment may be incorrect, missing, or faulty. In all cases, working through your QC Specialist is the fastest, mostdirect way to have your equipment replaced or exchanged. Requests for new equipment should be made throughyour Account Sales Representative. Following Industry Standards, Zonar is unable to accept used parts forexchange, so if you believe that you have received a part in error, contact your QC Specialist before attempting touse it.

Final Inventory

Once all assets have been installed it may be necessary to perform a final inventory of remaining equipment. In theevent that you have unused equipment you can simply choose to keep the equipment for spare parts or for assetsthat may be added in the near future. If you choose to return equipment, this can be done, but may be subject toreturn shipping fees and restocking fees.

Zonar's Help Desk

While the QC specialist will be your primary point of contact for service during the installation phase, in the rare eventthat your QC Specialist isn't available and you need immediate assistance, Our Help Desk is available for around theclock assistance. Our Help Desk is in place and managed to provide ongoing, intensive, round the clock support andwill be your primary contact once the installation phase is complete.

Phase III: Action Items!Use or Adapt Zonar's V3 System Checklist and Distribute to Installation Technicians.Begin Installing Assets Recording GPS Id's and Tag Id's.Complete and Submit the Installation Document to Zonar QC Specialist.Correct Any Faulty Installations.Perform a Final Inventory of any Remaining Equipment

SELF INSTALLATION - BEST PRACTICES - Zonar …€¦ · · 2017-10-03The vast majority of...

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