At Tideworks, we work extremely hard to make sure that our software solutions answer the exact problems our customers are faced with. Over the years we’ve refined a process that starts with sales and business development and takes us straight through to rollout and implementation. We’re thorough so that the final phase goes smoothly and terminal operators are prepared to leverage our software.
But before we can begin full-scale development and long before we put our solution into service we engage in what is arguably the most important step in the process — the discovery phase. In this critical step, we engage with key stakeholders at many levels to gain a deep understanding of how the terminal operates, what processes are followed, and what challenges are straining resources, equipment, and labor.
This is a process that can’t be rushed because we need a full comprehension of a facility’s operations in order to tailor our software to its unique needs, as well as make new process recommendations to best exploit the benefits of the tools we’re providing. But in the end, the efforts on both sides pay huge dividends.
Here we present a view into what customers should expect throughout the discovery phase.
Why the Discovery Phase is so Important
Imagine you were buying a bespoke suit or a custom, designer dress. You would expect your tailor or designer to sit down with you for an extended conversation about what you like, what you don’t, and what might look good on you. Then you’d want them to take detailed measurements to be certain the final garment fits perfectly and delivers the value you were looking for.
This is the essence of our discovery phase. It’s our opportunity to sit down with critical people within the customer’s organization to gather all of the information we need to craft a solution that fits to perfection.
It’s important because no one terminal operation is exactly the same meaning there’s no one-size-fits-all software solution. Factors like geography, site layout, labor, and business need to create processes that are unique to each terminal. The discovery phase allows us to learn each organization’s individual needs.
and perceive how Tideworks’ Spinnaker Planning Management System® engaged the discovery phase for a significant increase in vessel productivity.
This process is the foundation of everything we do and fortunately for our customers, it is conducted by Tideworks team members who have an intimate understanding of the industry and are fully qualified to get to the heart of what a customer’s operation requires. This process starts with a pre-visit discovery.
Pre-Visit Discovery
At the start of the discovery process, Tideworks assigns a Project Manager/Customer Success Manager and a minimum of one Business Analyst/Customer Success Engineer. The process culminates with a thorough onsite visit, but we begin working to refine the project’s scope and gain an early understanding of the terminal’s operation before we ever leave the office. This helps us develop a plan for the visit that makes the most of the time we have and limits our impact on daily operations while we’re there.
During this pre-visit discovery, we conduct phone and web conference meetings with a variety of terminal stakeholders, including the executives in charge of the project and staff members directly involved in daily operations.
During this process, we’re trying to understand the customer’s goals for the engagement, collect any useful collateral material like process maps, SOPs, and terminal layouts, and then map out an agenda for the onsite assessment. This preliminary discovery provides us the information we need to get the most out of our visit and helps the rest of the process to run smoothly.
Onsite Assessment
This is our chance to gain first-hand experience with the customer’s staff and their operation. Using the schedule developed during the pre-visit discovery we work closely with terminal stakeholders to generate a detailed description of the terminal that covers business processes, system integration points, internal and external reporting requirements, electronic data interchange requirements, hardware environment details, user profiles, and other important areas uncovered during discovery.
Information gathered pre-visit helps us limit operational disruptions, but it is critical that we’re afforded access to relevant stakeholders and subject matter experts within the organization as well as all operational areas.
Onsite assessments typically last a few days but can stretch to a week depending on the complexity of the operation. Occasionally a second visit may be necessary. This process requires a thorough analysis with complete information.
The depth and scope of our onsite assessment differentiates Tideworks from our competition. We invest this time to understand every aspect of a terminal’s operation because it allows us to provide an optimal solution while saving them money.
We don’t just conform our software to a customer’s current practices. We can limit costs and accelerate execution time by minimizing the amount of customization needed to integrate our product. This means we will bring suggestions for new processes that take advantage of our software’s strengths. This is never a critique of prior processes, but instead, a positive dialogue that helps us adapt our software to the terminal and the terminal to our software.
Site Assessment Document
Once we’ve completed our site assessment our team members will return to our office to generate a summary document. This will elucidate everything we learned about the terminal’s existing processes and serves as a guiding reference for all future project decisions regarding software enhancements or process improvements.
Once completed, it’s shared with the terminal’s project lead, and any feedback is considered and included in the final document. It’s then sent for final approval.
Conference Room Pilot (CRP)
Using the site assessment document as a guide, we create a Tideworks TOS environment in our Seattle headquarters that is configured to meet the project requirements we uncovered during discovery.
Key stakeholders are invited to our office for a hands-on demonstration. This is our first opportunity to show the customer how well we’ve listened to their needs. Our business analysts, using the process flows, guide the group through each operational area. This effort uncovers any functional variances that are then resolved by development or process-based solutions.
The resolution of these variances may include additional modifications to our software, or additional suggestions for revised processes that integrate better with existing functionality. In either case, the dialogue is amiable, honest, and useful for all parties involved.
At the end of the discovery process, we have a plan for implementation, a functioning demonstration of what the customer can expect, and full buy-in from all key stakeholders. This makes certain that there are no surprises and that the customer gets exactly what they need. It’s a process we’re proud of and we know our customers appreciate these efforts before go-live.
The Modern Terminal Operating System
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