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Phase I Consulting Skills Q&A's > CDW Soft Skills > Flashcards

CDW Soft Skills Flashcards

1
Q

Problem Solving Steps

A

a. Identify and analyze the problem
b. Generate options
c. Evaluate and prioritize options
d. Create a plan of action
e. Implement the plan & evaluate results
f. Perform a root cause analysis

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2
Q

Explain how the Associate Role fits into the S3 strategy and how Associates impact the business

A

a. Learn via studying, certification, shadowing to become a fully billable resource
b. Work to build your network within CDW

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3
Q

You work 8 hours on-site with a client. You start the day by researching how to deploy the solution for 2 hours. It takes you 5 hours to deploy the solution. You also spend 1 hour responding to non-project related email. How would you enter your time for this day?

A

A. 3 hours of admin time
i. Never bill a customer for non-project related time
ii. We do not bill customers for us to learn how to deploy their solutions
B. 5 hours billable time

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4
Q

You spend 1 hour driving to the client. You anticipate shadowing all day, but the engineer gets sick and you take over for him in the afternoon. How would you enter time for this day

A

a. 4 hours billed to customer for project implementation
b. Do not bill for shadowing time
c. May bill for travel time, but verify with PC or PM

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5
Q

Describe the Changepoint time entry process

A

a. All time must be submitted NLT 9am (CST) on Mondays
i. Minimum 40 hours each week
b. All end of month time must be in NLT 9am (CST) on the 1st of the month
c. Be aware of premium time and enter correctly.
d. All descriptions need to be clear, concise and appropriate
e. Ensure code for each project is correct for billable time entry
f. Report where the work is being completed (where value is added) regardless of where you are physically working.
g. Report all billable/non-billable time and divide time according to type of work completed.
h. Cannot edit once submitted
i. Any comments under billable hours can be seen by customer

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6
Q

Describe the Changepoint expense reporting process

A

a. Keep all receipts and turn in any receipt over $25 (it should be an itemized receipt)
b. Try to consolidate multiple receipts on one Expense Report
c. Are the expenses billable to the customer? Monitor costs and use good judgment
d. Report expenses within 30 days of purchase date (that week if possible).
e. Separate CDW internal billing vs. external billing.
f. No receipts needed for anything $25 and under.

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7
Q

Who is an ATAE in your office and what is their role?

A

Billy Stowe.

a. They are an Advanced Technology Account Executive
i. They are a technological experts on the pre-sales side and identify opportunities with their customers
ii. Identifies prospective engagements in the sales pipeline
iii. Educates the customers regarding CDW capabilities that fulfils their needs
iv. Hand off to the PM once the sale is closed.
v. Focuses on selling field services solutions

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8
Q

What does CDW do?

A

CDW is a leading provider of technology solutions for business, government, education and healthcare in the markets we serve. We make IT work for our customers by helping them manage the complexities and maximizing their return on investment.

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9
Q

What are the six solution areas that we service?

A

a. Configuration services – customizes hardware and software product solutions for customers
b. Field services – implementation of the design and IT solutions at customer sites
c. Partner services – installs and supports IT solutions for customers.
d. Warranty services – provides access to live technical experts and resources for customers.
e. Aggregated services – provides access to data, cloud and voice solutions for customers
f. Managed services – operates complex IT solutions for customers.

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10
Q

Who is an FSA in your office and describe their role?

A

Peter Park and Tim Xia.

a. Technical experts in their field. They build solutions for the clients. Technology specific. They work on building the SOW and BOM
b. The pre-sales technology experts that assist the ATAE in understanding the client needs and providing the technology recommendations. Their recommendation helps build the SoW.

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11
Q

Describe the CDW Sales Process

A

a. Prospect
i. Who needs us
b. Discovery
i. Requirements
c. Qualify
i. Design and engineer the solution
d. Propose
i. Demonstrate to customer
e. Close
i. Gain the customer’s business

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12
Q

What is the role of the lead engineer in the sales process?

A

a. Reviews the SOW & BOM to ensure that proper time and materials have been allocated. This provides for bid assurance.
b. Is the primary engineer on the project and has technical responsibility for the project. This includes designing and developing the solution per the client requirements. Work with the PM on project plan and resource allocation to project tasks.
c. ID future sales opportunities while on-site

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13
Q

Describe the role of the PSM

A

a. Responsible for project elements including P&L and escalation. They are responsible for overall customer satisfaction. Oversee career development.

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14
Q

How would you build rapport with an Expressive client?

A

a. Stay upbeat and positive

b. Avoid theory and negativity

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15
Q

How would you build rapport with an Amiable client?

A

a. Be prepared to lead them
b. Don’t be too pushy and avoid conflict
c. Be prepared to recognize their hard work
d. Be willing to listen
e. Recognize their people pleasing nature

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16
Q

How would you build rapport with an Analytical client?

A

a. Be accurate, provide data, have a plan for them to process the information
b. Avoid group activities, making decisions without a process or facts

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17
Q

How would you build rapport with a Driver client?

A

a. Get to the point
b. Be decisive
c. Be prepared to show results
d. Avoid too many chit-chat conversations

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18
Q

Describe passive versus active shadowing

A

a. Passive shadowing takes a sit back and watch approach. The learner observes job or skill. The learner asks the mentor questions.
b. Active shadowing is engaged, asks questions, comes prepared and offers to assist. Performs tasks under supervision. Takes notes/document steps. The learner asks questions and the mentor also asks questions.

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19
Q

While implementing a solution for a client in production the network has gone down. The customer is very upset, how would you handle the customer in this situation?

A

a. Remain composed and reassure the customer that you are working on the solution
b. Used active listening skills and respond appropriately
c. Try to understand why they are upset.

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20
Q

Explain how you effectively manage your time on a project?

A

a. Make sure that the time allocated is appropriate for the project
b. Notify project leaders if more time is needed during the project
c. Research ahead of time and be prepared to work when you arrive

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21
Q

Describe how to work with the PC/TL/PSM team to keep busy

A

a. Keep them up to date on your availability & keep calendar up to date
b. Ask for and be prepared for the role you want to fill
c. Network with other engineers for opportunities
d. Use Project connect to search for opportunities to shadow
e. Get new certifications
f. Update skills with your PC

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22
Q

What are the benefits of using the Engagement Methodology

A

a. Customer consistency – same deliverables

b. Have a “high-level” understanding of each phase

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23
Q

Explain when, how and who to escalate a problem or issue

A

a. Depends on the issue – know who to escalate to
b. Critical Issue
i. Loop in all people involved and alert them to the criticalness of the issue
ii. When & How – if it is critical to the customer reach out immediately
iii. Use the phone and or IM for mission critical issues (maybe in person)

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24
Q

How would you research a client’s business and why is this important to each project?

A

a. Google business information
b. Past projects and sales
c. Internal sales records and other groups interacting with the customer
i. Review the SOW and BOM
d. Need to understand how the project fits into the customer’s overall drivers – what’s next?

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25
Q

What is the objective of the design phase and describe the process

A

a. Objective – achieve consensus surrounding the implementation with the customer
i. Customer owns the design
ii. We do not tell them what to do, we offer options with pros and cons
b. Technical design
c. Design facilitation – define the design options

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26
Q

Explain why we use design templates

A

a. Consistent with customers, they know what to expect
b. Presents a unified image
c. Allows us to follow best practices
d. Saves time

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27
Q

Describe where to find best practice guides, templates and tools

A

a. Templates – Sharepoint
b. Best Practices – wiki
c. Other engineers and or binc
d. One Note or Box

28
Q

6 different CDW services and what do they do?

A
  1. Field Services
  2. Managed Services
  3. Warranty Services
  4. Aggregation/Telecom Services
  5. Partner Services
  6. Configuration Services
29
Q

Explain how field services supports a client’s business need

A

Field Services removes the complexity from the IT solutions in the marketplace and partners with clients to implement.

30
Q

Explain how Configuration Services supports a client’s business need

A

They can pre-configure devices with client specific configs and or images so that when the devices arrive they work immediately.

31
Q

Explain how Partner Services support a client’s business need

A

a. May offer expertise in areas that we don’t work in

b. Can supplement CDW if our internal resources are over-booked

32
Q

Explain how Managed Services can support a client’s business need

A

They can manage client’s environments and or portions of such so that client’s do not need to have on-site resources

33
Q

Explain how Warranty Services can support a client’s business need

A

Manage the service and replacement based on maintenance contracts

34
Q

Explain how Aggregated Services can support a client’s business need

A

Assist customers with the installation and management of leased lines and or circuits from an outside provider

35
Q

Describe the role of the Project Manager

A

Responsible for overall project management. Communicate with the customer, manage resources and ensure timely execution within budget.

36
Q

What are some ways to demonstrate professional behavior at a client site

A

a. Be on-time
b. Dress to client expectations
i. May have to dress up and or dress down
c. Follow all security practices
d. Listen actively to understand what the client is after

37
Q

Why is it important to have timely email follow-ups

A

a. People expect a timely response.
b. Project success can depend on this
c. Show respect for the customer and you think they are important.
d. Demonstrates professional behavior

38
Q

Explain the value of a peer review

A

a. Everyone approaches things a bit differently and have different experience
b. Review a network design document, proposals, wireless survey
c. Practice with others by designing documents and ask the lead engineer to review

39
Q

List the various ways to share knowledge at CDW

A

a. Email
b. Binc
c. Webex
d. Wiki and Sharepoint

40
Q

How would you document a problem or an issue

A

a. Describe the problem that the customer is seeing or communicating
b. Be sure to communicate any commitments that were made to the customer

41
Q

Explain an effective way to solve a problem that may arise at a client site.

A

a. Identify the problem
b. Generate options – what might cause the problem
c. Evaluate the options – prioritize the approach
d. Create the plan of action. How will we implement the plan

42
Q

Who is your PC and what is their role?

A

a. Angela Edwards
b. Scheduling resources, staffing according to skill levels
c. Be sure to communicate your schedule with your PC
i. I communicate with Tammy via email weekly
ii. I also respond to her inquiries in regards to my current skill set

43
Q

Describe the roles of the project team?

A

a. ATAE
b. PM – is the point person once the opportunity moves from a sales to the actual delivery of the solution. They coordinate the engineers in planning, designing, and implementing the client solution, by adhering to a project plan and delivery methodology.
c. Technical Lead – provides input and guidance to the full engineering staff. They are responsible for associate and engineer development in their area of consulting and engineering. Assist with project resource scheduling also.
d. Lead Engineer - is the primary engineer on the project and has technical responsibility for the project. This includes designing and developing the solution per the client requirements. The lead engineer also collaborates with the PM on project plan and resource allocation to project tasks.
e. Sr. Engineer - has a deep knowledge in core service offerings and leads all types of projects. They provide informal mentoring to Associates and Engineers on team projects.
f. Associate Engineer - focus on training, certifications and learning from experienced Engineers and Technical Leads to become CDW customers preferred consultants. As they advance in the program, they assist with projects in a shadowing role or in a billable capacity for the client.
g. CLIENT LEAD

44
Q

Describe the characteristics of an effective team

A

a. Effective and efficient communication
b. Share goals
c. Respectful
d. Delivery to best of abilities
e. Act with the team in mind

45
Q

Identify ways to engage on projects as an Associate

A

a. Communicate with lead project engineers
i. Participate
ii. Get to know engineers
iii. Build a rapport with teammates
iv. ID and respect communication styles
v. Compromise
vi. Be proactive
vii. Offer a plan, not complaints
viii. Show your value
b. Offer to design deliverables
c. Research and study ahead of time, be prepared, be proactive

46
Q

List ways to assist other engineers

A

a. Know peoples roles and offer to assist with project specific duties
b. Offer services, when you have time
c. Find answers
d. Keep communication lines open

47
Q

Analytical Social Style

A

Slower paced, makes an effort to organize, shows less concern for relationships, works in a historical timeframe, takes action cautiously, tends to avoid personal involvement.

48
Q

Driving Social Style

A

Faster paced, makes an effort to set the pace, less concerned about the value in a relationship, works in the present timeframe, tends to direct the actions of others whether or not they are a leader, tends to avoid inaction.

49
Q

Amiable Social Style

A

Slower paced, makes an effort to relate, shows less concern for effecting change, works in the present timeframe, shows supportive action, tends to avoid conflict.

50
Q

Expressive Social Style

A

Faster paced, makes an effort to get involved, shows less concern for routine, works in the future timeframe, tends to act impulsively, tend to avoid isolation.

51
Q

Planning Phase of EM

A

a. Conduct CKOM, confirm project scope
b. Stakeholder analysis
c. Determine project success criteria
d. Define roles and responsibilities
e. Develop the project plan

52
Q

Design Phase of EM

A

a. Technical design
b. Design facilitation – define the design options
c. Achieve consensus
d. Customer owns the design

53
Q

Develop and Test Phase of EM

A

a. Have a development and testing plan
b. Build the test environment
c. Execute the test plan
d. Document all procedures and the test results
e. Acceptance testing

54
Q

Implementation Phase of EM

A

a. Have an implementation plan including roll back options
b. Stabilize the environment and cutover to production
c. Provide training and communications
d. Issue resolution
e. Complete As-Built documentation

55
Q

Closure Phase of EM

A

a. Deliver Project end report & obtain customer acceptance of completion
b. Internally review lessons learned
c. Execute project hand off and deliver final project documentation

56
Q

Inside Solution Architect (ISA)

A

Communicate with FSA. Very broad. Support AM with specific product information. Design solutions for customers

57
Q

Field Solution Architect (FSA)

A

Platform specific, more specific. Consult on complex projects, design projects.

58
Q

Advanced Technology Account Executive (ATAE)

A

He/she is responsible for identifying prospective engagements in the sales pipeline, and educating the client regarding CDW capabilities that fulfill client needs. Support the account managers. Can meet locally with customers.

59
Q

Account Executive (AE)

A

Less technical sales team member, focused more on selling products rather than advanced solutions.

60
Q

Professional Services Manager (PSM)

A
  1. Ultimate Responsibility for projects and overall customer satisfaction. Escalation point
  2. Manage and support engineers, TLs and TAs.
  3. Provide oversight and are involved in resource assignment
61
Q

Account Manager (AM)

A

He/she is responsible for identifying prospective engagements in the sales pipeline, and educating the client regarding CDW capabilities that fulfill client needs. Manage the account relationship. Involves the ISA or FSA for complex solutions.

62
Q

Senior Engineer

A

Have a deep knowledge in the core service offerings and lead all types of projects. They provide informal mentoring to associates and engineers on team projects.

63
Q

Associate Engineer

A

Focuses on training, certifications and learning from experienced engineers and TLs to become CDW customers preferred consultants.

64
Q

Lead Engineer

A

Primary Engineer on projects and has technical responsibility for the project

65
Q

Technical Leads

A

Provides input and guidance to the entire engineering team. Assist in resource scheduling. Responsible for Associate & overall engineer development

66
Q

Project Managers

A
  1. Point Person after sale is complete
  2. Customer Manager – responsible for exceeding customer quality expectations
  3. Coordinate engineers in planning, designing and implementing solutions
  4. Manage the project scope, budget and logistics
67
Q

Project Coordinator

A
  1. Review SoWs and determine skill set needed for work
  2. Discuss scheduling of resources and availability for projects
  3. Communicate schedule shifts of projects

Phase I Consulting Skills Q&A's (1 decks)

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