| 1.1 Portfolio
18 Installation Service | |
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| 1.1.18 Installation Service: | | 1. A business requirement has been identified for installation services to be supported by shared information available as an Internet service. The age of selling is being replaced by the age of customer buying where the customer has choice and demands a high level of involvement. Good customer service breeds trust and a good reputation that is driven by the customers installation experience. | | 2. A new class of customer exists that demands open and transparent shared information that is available 24*7 as an Internet service. The same information is shared with all installers and suppliers so a single complete and correct body of evidence exists for every installation. | | 3. Selected people are granted the right to view shared installation information using any kind of desktop, laptop, tablet or smart phone as an Internet service without the need to install any software. The customer, all installers and all suppliers have access to one complete and correct set of shared information that is continually kept up to date. | | 4. Each supplier may have their own information systems and each installer may have their own spreadsheets, but the customer has access to the complete set of shared information that defines their installation service and what they are paying for. |
| 2. Glossary: | | Customer as the person or company who pays a supplier for goods and related installation service. | | Supplier as the company that sells the goods and installation service to the customer. In practice, a supply chain of many deliveries from different supply places may be involved. | | Installer as the person or company that installs the goods sold by the supplier for the customer. In practice, a supply chain of jobs subcontracted to many professional trades people may be involved. |
| 3. Business Model: | | 1. An installation service has a complex interaction of parts and people at a customer controlled site. The customer has the ultimate say in who can be on-site and when they can be on-site. The main supplier must coordinate deliveries with off-loaders and installers, based on storage space and access rights. | | 2. The customer needs to know who is responsible for cleaning up and the disposal of old goods, damaged goods and packing. The customer and the installers need to know when deliveries will be made and who is doing the off-loading. Delivery drivers need to know what goods and packing are to be returned and recycled. | | 3. In the good old days, telephone support provided by the supplier was good enough for the customer and installers, but that can be expensive and prone to forgetfulness. More effective Internet facilities can provide open and transparent shared information with much lower costs, built in evidence and minimum delay. The customer needs to be able to add shared comments at any time with the knowledge that those comments are evidence that will be acted upon by all installers and suppliers. Installers needs to be able to add shared comments at any time with the knowledge that those comments are evidence that will be acted upon by all installers and suppliers. | | 4. From the installers point of view, they can feel locked out of optimistic supplier promises to customers and can feel their their contribution to the well-being of the customer is undervalued. In many cases the supplier will not be aware of the customer-installer relationship and it may all be a big supprise at the end when the customer no longer trusts the supplier. And all the while, shared information is a simple solution so all parties feel part of the process and feel fully informed in the good and the bad bits of any such installation. |
| 4. Snagging: | | 1. Snagging can be a matter of personal opinion between two people that must be managed so it does not become an argument where the person who shouts the loudest wins. Snagging is a professional skill to be supported with photographic evidence rather than an opinion about colour. | | 2. The act of writing down contemporary evidence is proof that a snagging issue exists and all parties have a vested interest to have that issue resolved. Evidence management is about collating and sharing information about facts to demonstrate that what one person imagined that another person said is not a fact. Decisions based on shared information is beyond reproach and will build trust based on facts rather than on what people think somebody said. | | 3. Conflict can be minimise and must be managed, but to manage conflict, contemporary evidence must be automatically generated as part of the process. Good customer service does not come from perfect install services, but from keeping the customer informed, keeping installers informed and managing problems such as delays in a professional way. A customer can live with a delay when they understand the cause and the resolution. Minor issues become big problems when customers feel they are not being kept informed. | | 4. Contemporaneous evidence written before an incident arises, can demonstrate motive and attitude towards an future problem. Problems do not arise in a vacuum, but in a culture based on personal relationships that can be detected by how people treat one another over time. Good customer service involves managing such relationships so fleeting problems have rapid solutions where the end installation is the big prize that everybody is working towards. And all it takes is open and transparent shared information. |
| 5. Installation Application Service: | | 1. The installation application service is of benefit to customers, installers and suppliers by sharing information in an open and transparent way. Data Protection Regulations demand that a person has the right to demand a copy of all Personally Identifiable Information (PII) that a supplier and Installer has about them. A person may submit a Subject Access Request (SAR) to the the supplier or installer and they must respond in a reasonable time with a copy of all relevant information, including emails. The Information Commissioners Office (ICO) will impose fines on any company that delays a subject access request reply and may order compensation to be paid to the person. | | 2. To fully comply with UK laws, it is cheaper and easier to share all such information with the customer using the Internet as a means to improve trust with a higher quality of customer service. The same information can be shared with the chosen installers to all parties to the installation share the same information in an open and transparent way, that is fully compliant with UK data protection laws. | | 3. The customer has the right to change their mind about sharing their information, has the right to have any information corrected and has the right to have any information deleted - the right to be forgotten. Internet facilities are the cheapest and most effective ways of dealing with such legal obligations - the customer can do much of the work themselves. Where the customer chooses to delete their Personally Identifiable Information, then the supplier must fall back on postal transactions or physical visits to see the customer, because an electronic telephone call could become illegal. | | 4. Installation planning creates a project plan of jobs that identify what goods to be delivered and installed. The project plan may evolve to accommodate delivery delays, installation delays and additional jobs that were not in the original project plan. Installers can add to the project plan with dates when jobs start, when jobs complete and when jobs are inspected and approved for payment. The customer may contribute to the project plan by specifying dates when deliveries will not be practical or when installation access will not be permitted. | | 5. The list of jobs that make up the project plan is open and transparent information to be shared by all parties who are approved to view such data. Comments can be added to help people understand what and when things happen. Comments include a Corrective Action Plan (CAP) by the supplier to circumvent issues raised by the customer or installers. Customer trust is built on being informed with a Corrective Action Plan (CAP) to resolve issues raised. | | 6. For most customers, the Internet application service will be read-only as a easy way to keep them informed and comply with Data Protection Regulations. A customer comment can be entered at any time of the day or night and handled in a more effective way than a telephone call as staff do not need to be available 24*7. A customer may upload photographic evidence of damage or just how beautiful the whole installation has become. |
| 5. The App: | | 1. Authentication of approved people is a legal obligation to protect the privacy of the customer, the security of the suppliers trade details and to protect installers jobs. People can register their consent to be part of the Installation Service Application by providing their name and email address. When the supplier approves a person to share a specific installation information, then that person is sent their private access code to their email address. | | 2. A person signs in with their name, email address and access code the very first time and just their access code for all subsequent sign-in times. Sign-in may be restricted to certain geo-locations, certain networks, a certain of times-of-the-day and for selected days-of-the-week. | | 3. When a person signs in they are shown their personalised welcome page with optional messages from other people. People can reply to messages, add new messages and view the status of all jobs that make up the project plan. | | 4. The project plan may be viewed as a diagram or as a spreadsheet - its the same shared information that is available to all parties involved with the installation. The supplier may adjust and add to the plan at any time with such changes instantly available to be viewed by all other parties. Installers may change the status of jobs as they are started, completed and inspected. Colour coding provides an easy way to gain an overall impression percentage complete as jobs evolve from reds to ambers to greens. | | 5. All involved parties are invited to contribute to the installation with comments and uploaded pictures. The people involved consent to their contribution being shared with all other people involved in the installation. |
| 6. One-Percent Financial Model: | | 1. One-percent of the customers charge is allocated to operate the Installation Service Application as an Internet service. The bespoke installation application service includes unlimited continual improvements so as the business evolves, the application service evolves in parallel. The bespoke installation application service includes a qualified and experienced Data Protection Officer to ensure that everything fully complies with data protection laws. This is not a standard software package that must be downloaded to a computer of phone - no software is involved. | | 2. The underlying technology is an artificial intelligent assistant that is driven by a knowledge-base of business rules - no programming. All stored data is encrypted, all communications is encrypted and all data is replicated to a large number of secure data centers. In the event that a data center is not available, business continues to be provided from other secure data centers. Programming has been eliminated so downtime and maintenance have been eliminated - the application never stops and cannot be made to stop. | | 3. Block chain technology is used to replicate all encrypted data. Replicated data cannot be lost because many identical copies are maintained in many places at the same time. Encrypted data cannot be stolen because the data is meaningless and worthless to a criminal. | | 4. Continual improvements requested by the supplier and/or installers are applied as dynamically evolving business rules. Many improvements can be operational within the hour and most improvements will be operational by the next day, subject to data protection compliance. Everybody is always using the latest edition of the application because that is all that exists. | | 5. Criminals have not yet discover a way to hack knowledge and it is likely that knowledge cannot be stolen and cannot be hacked by a criminal. Business policies and procedures are expressed as business rules that form the core of the knowledge-base. Malware and viruses cannot impact on a knowledge-base, however 24*7 monitoring is deployed to make sure that every transaction is acceptable. Criminal behaviour is instantly detected by the artificial intelligent assistant that stops the criminals actions and blacklists them so such behaviour cannot happen again. | | 6. The one-percent business model is open and transparent for all to see just how cheaply such a good customer service can be provided. The customer is made aware that they are ultimately paying the one-percent cost of operating their customer service installation service. On a one-thousand pound kitchen, the operational cost is ten-pounds to keep them informed and aware of every decision. The reduction in hassle for installers can be a considerable benefit that means they can be more productive. The reduction in support calls to suppliers can be considerable and worth a lot more than the one-percent charged to operate the installation service application with continual improvements. | | 7. The one-percent business model is a marginal contribution to bespoke application services provided to hundreds of customers. It would be totally impossible to operate an in-house installation service for such a low cost - very few in-house applications cost less than five-percent. It is not practical to expect that a standard software vendor could provide such a non-stop bespoke application service with a data protection officer and continual improvements - up front costs will exceed a years operational cost. |
| Typical Project Plan: (Prince2) | | ...provide link to 495... |
| Quality Management Standard: (ISO 9001) | | ...provide link to 495... | | ...Event and Evidence Management... | | ...Business Message Management... |
| Data Protection Impact Assessment: (DPIA) | | ...Privacy policy, procedures and business rules... |
| Intermediaries Legislation: (IR35) | | 1. Control:. | | When the customer paying an installer controls the methods of work, then the installer is employed. | | 2. Substitution:. | | When an installer always does the work personally and has never sent a substitute, then the installer is employed. | | When an installer has the right to send in a named substitute and has actually sent in a substitute, then the installer is self-employed. | | 3. Obligation:. | | When there is a notice period of even one day, then the installer is employed. | | 4. Business Characteristics:. | | When the installer has no financial risk, they do not have to correct work at their own expense, then the installer is employed. | | When the installer does not have their own insurance and does not provide their own equipment, then the installer is employed. | | 5. Misconceptions:. | | When the installer has other customers - irrelevant to any one customer relationship - people may have many employments. | | When the installer works from home - irrelevant if the customer controls the method of work. | | When the installer works flexible hours - irrelevant if the installer is paid by the hour. | | 6. Anti-IR35 Requirements:. | | * Installer is a VAT registered limited liability company. | | * Installer determines how the job is done - i.e. window cleaner. | | * Installer determines who does the job - i.e. a team with substitutes. | | * Installer provides the equipment needed to do the job - i.e. window cleaner. | | * Installer is paid by the job or service - regardless of how long it takes. | | * Installer is NOT paid by hour with a notice period. | | * Installer pays for corrections to faulty work as a liability. | | * Installer has liability insurance to go on-site and do the job. | | * Installer has many customer sources of revenue. | | * Installer has subcontractors who do some of the work. | | * The customer is incapable of being an employer. | | * The customer pays cash-in-hand or by barter trade. | | 7. How did Uber get it wrong:. | | * Uber controlled the method of work - so the driver was employed. | | * The driver could not subcontract to a substitute - so the driver was employed. | | * The driver could be fired for bad ratings - so the driver was employed. | | * The driver took no financial risk - so the driver was employed. | | * The driver could hire an Uber vehicle - so the driver was employed. | | * The driver was paid by the time it took to do a journey - so the driver was employed. |
| Document Control: | | 1. Document Title: Installation Service and App. | | 2. Reference: 161118. | | 3. Keywords: Installation Service. Replicated Encrypted Ledger. | | 4. Description: Installation Internet Application Service. | | 5. Privacy: ITIL public shared with all approved people. | | 6. Issued: 25 Jul 2017. | | 7. Edition: 1.2. |
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