Cloud Services Systems Thinking Critical Customer Satisfaction

© Copyright 2014 Etherios, A Division of Digi International. All rights reserved. Customer confidential. Do not distribute.
Systems Engineering
in the Cloud
Why Systems Thinking is Critical to
Customer Satisfaction
www.etherios.com
Twitter: @etherios
Mike Siegler
Director of Engineering

ETHERIOS:
Who we are &
What we do

Etherios, a division of Digi International
A Proven and Trusted Partner
Services:
• Wireless Design
• Advisory Consulting
• Salesforce.com
• M2M
SaaS Offering:
• Device Cloud by Etherios™
• The Social Machine®
600+ Employees deployed
across the globe
10/10 CSAT
as surveyed by salesforce.com
40+ Consecutive quarters
of profitability (DGII)
25 Years of tribal
knowledge in M2M
Global Presence

Customers

Wireless Partners

Etherios Wireless Design Services
Formerly
Wireless design services firm
Founded 2005, HQ in Minneapolis
Division of Digi International
50 Engineers
Completed 1000+ projects
Low-risk partner for wireless development

Cloud Services:
It’s all about Systems Thinking

Wireless Design
8
Cellular, Mobile, Satellite
Networks
Wi-Fi, Radio,
Mesh NetworksGateway

Device Cloud
9
1. CONNECT 2. CONTROL 3. ENGAGE
Connect widely deployed
and remote assets
Remotely manage and
control assets and
device data in real-time
Engage with your
channel & customers
in new ways
Benefits:
Easy
Automatic Upgrades
Clicks Not Code
Fast TTM
No Hardware
No Software
Flexible
Extensible
Scalable
Open
Any Device
Any Network
Trusted
Secure
Reliable

Helping bring wireless products to market…
10

For every industry…
11
25%
14%
10%
9%
7%
4%
4%
4% 3% Medical
POS/Parking Meter
Fleet
Automotive
Track & Trace
Asset Management
Industrial Automation
Energy

Cloud Services - Our Value Proposition
12
• Lowers risk
 Wireless is what we do everyday (200+ projects in 2013).
 Multi-million dollar RF lab to ensure the best possible design and efficiency.
 We guarantee 100% of OUR designs pass PTCRB certifications the first time.
 Active observer members of the PTCRB, strong relationships - carriers/labs
• Decreases time to market
 Leverage HW/SW building blocks to jump start the design process.
We don’t have to start from scratch.
 We design it right the first time.
• Saves customer $$ in the end
 Time = $$$

Cloud Services - Development Process
Phase 0: Guide ideation and discovery of customer needs
Phase 1: Decompose and capture requirements and define the project
Phase 2: Design, test, and document the first version of the solution
Phase 3: Update first version and test all solution components
Phase 4: Prepare, submit, and drive all relevant regulatory certifications
Phase 5: Support customer transfer to manufacturing

Cloud Services - Customer Satisfaction
10/10 CSAT
as surveyed by salesforce.com
Engagement Expectations: Get them, set them, manage them
Solution Proposal: Consider the entire system
Project Execution: Manage Kick-off, monitor, and close
Continuous Communications: It’s a partnership, collaboration is needed

Requirements Management:
Cloud based tools for
scalability and efficiency

Why is Requirements Management important?
• Requirements are the foundation of the entire project.
• Poor Requirements → Design defects, →
Architectural flaws,
Unmet expectations,
The wrong product
• Regulated industries require it. Period.
(medical, aerospace, automotive, …)
Product Delays, $$$,
Unhappy Customers
53% of product delays are caused by unclear or changing requirements.
- Forrester Research Study, 2013

Historical Context
• MS Word, paper-based approach
• Several limitations:
– Traceability / Impact Analysis
– Synchronization (MRD <> PRD <> DVT)
– Re-use and consistency
– Updates during development
– Manual, ad-hoc review process

Solution: RM Tool
• 50+ tools available on the market for
requirements management
• Several tools evaluated - Jama selected
DOORS
… and many others
Free / Open Source Entry Level Mid-Market Enterprise

Jama Overview
• Web-based, interactive, collaborative
• Flexible, customizable
• Traceability
• Online review center (internal/external)
• History: versions, comments, reviews
• Requirements re-use
• Diagramming
• Integrated test plan management
• Export and import capabilities
– MS Word, Excel, HTML
• Jira connector (not implemented yet)

Test Drive Jama

Explore Jama
• Dashboard / Explorer
• Traceability
• Versioning/compare/baselines
• Collaboration (activity stream)
• Export capabilities
• Review center
• Requirements library (re-use)
• Test plan management
• Reporting

Jama Rollout
Phase 1: Initial Deployment
– Limited licenses, a few large projects
– Very positive feedback (internal and customer)
Phase 2: Limited Deployment (large projects)
– Use for all large, full development projects
– Increase licenses to scale with project needs
– Define and document process
– Provide training to the organization
Phase 3: Full Deployment (all projects)

Jama Licensing
• License Types
– Creator (floating, fixed) – internal only
– Stakeholder – internal only
– Reviewer – customers, internal reviewer only
• Admin Responsibilities
– New User Creation: Resource Assigned
– License Assignments: Resource Assigned

Questions

@etherios
in/etherios
/etherios
machinetalk.etherios.com/
Learn more at:
www.etherios.com/services/wireless_design
Mike Siegler
Mike.siegler@etherios.com
612-524-7143
Luke Holt (Sales)
Luke.holt@etherios.com
612-435-0796

Cloud Services Systems Thinking Critical Customer Satisfaction

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