Support and Technical Services

Support Services

KPMS have a team of dedicated and experienced engineers and consultants on hand to assist our clients when they need our help. Our clients value our ability to provide local support to both Vietnamese and English speaking clients.

When our clients are unable to find answers to their problems through the product help options in the software we have a number of options in which they can communicate with the support team:

• Telephone: 08.6295.90.28 (ext. 102)
• Email: techsupport@kpms.com.vn
• Yahoo Messenger: nguyenhuynhluan@yahoo.com
• Remote Access: to client server / work station
• On-Site: If we cannot troubleshoot any issues using the above methods on-site support can be considered

Support Hours: Monday – Friday 8:00am to 5:00pm (Excludes public holidays)

When a client purchases one of our products they are provided with our maintenance and support services for a period of 12 months. After which the client can have the option to renew this agreement on an annual basis.

KPMS Maintenance and Support Service covers the following:

• Software Upgrades and Updates
• Dedicated Technical Support (Telephone and Email)
• Access to KPMS Customer Center & User Forum
• Free entry to KPMS Work Shops
• 10% discount on KPMS training courses

Technical Services

At KPMS we provide a range of technical services to assist our clients in the smooth implementation of their systems.

Our Technical Services include:

• Software Installation
• Software Administration
• Design and Implementation of LAN/ WAN
• Systems Integration
• Data Management (Import, Conversion)
• Implementation Support
• On-site Product Version Upgrades and Migrations
• Technical and Knowledge Training
• Through to Full Turnkey Solutions

Project Services

Schedule Development:

We can develop full cost and resource loaded schedule as per the contract requirements:

• Create Work Breakdown Structure (WBS)
• Create Project Codes
• Insert activities with logic, in consultation with your project team
• Load schedule with budgeted labor and non labor hours
• Costs and expenses
• Create Target/baseline schedule
• Provide planned resource/ cost loading reports.
• Provide planned cash flows
• Bid and proposal schedule development

Schedule Updating:

We can provide experienced staff on full time/ part time basis to update projects on regular set intervals as per your requirements which will include:

• Collecting update data

• % Complete
  Actual hour/cost incurred

• Entering data in to the schedule
• Changing data and recalculating the schedule
• Identify problems areas
• Produce report as agreed, such as:

Estimate to Complete (ETC)
Forecast at Completion (FAC)

• Variance reports, such as schedule, Budget and Cost
• Suggest corrective action, if required
• We can collect data and update the schedule on and off site in our offices.
• We can provide you with detailed schedule reports in soft and hard copies

Resource Analysis:

We can manage / help you manage labor and non labor resources and cost / expenses associated with them by:

• Producing planned resource loading / requirement reports
• Updating schedule with actual resource usage / consumption
• Resource leveling
• Cash flow and analysis

Performance Reports:

We can create several reports indicating health of the project at a certain point of time  such as:

• Activities Completion Report, number of activities completed against planned
• Milestone Completion Report, number of milestone achieved against planned
• Deliverables Completion Report, number of deliverables completed
• Number of activities scheduled vs. completed in a reporting period
• Project Dashboard
• Executive Summary
• Portfolio Analysis and reporting
• Portfolio dashboard and executive summary.
• WBS (Work Breakdown Schedule) analysis and reporting

Earned Value Management System (EVMS) Implementation:

We can create graphs and reports for the following:

• S – Curves
• Earned Value
• Cost Performance Index (CPI)
• Schedule Performance Index (SPI)
• Variance analysis

Installation and Configuration

In order for our clients to get the maximum benefit from their investment in our solutions and in the shortest possible time, KPMS has a team of experienced consultants ready to assist you with the installation and configuration of your software or assist in the design and implementation of the overall solution.

Most of our solutions can run “straight out of the box”. Even so, when installing on LAN or configuring to your requirements, you may benefit from the assistance of our experienced consultancy team.

Implementation Support

In addition to being certified engineers each one of our team of implementation consultants have experience with a range of proven project management methodologies such as the Primavera Implementation Methodology along with years of industry experience to help accelerate the knowledge transfer and remove implementation risk.

We refer to our implementation approach as a “structured” approach. We carefully evaluate the client’s implementation project needs before making recommendations on the most effective and efficient approach. KPMS Implementation Methodology follows a 6 step approach:

Step 1: Readiness Assessment

The readiness assessment step allows us to assess and gain an understanding of the client’s business, the current project management environment, and their existing processes. The focus of the readiness assessment is to map out the scope of the implementation, the allocation of resources and the schedule through Steps 2-6.

Step 2: Design

The next step is to design our solution to meet our client’s requirements and individual needs. The design details the software configuration (role based administration), portfolio configuration and structure, data management, and the customization of reports and procedures to match our client’s requirement.

Step 3: Prototype / Test

The next step is to test out the design in the client’s environment with a prototype. A prototype system is built based on sample project information provided by the client and is demonstrated and assessed in the client’s “real world” environment. Utilizing the clients sample project information allows us to focus clearly on the functions of the system rather than on the data.

Step 4: Validation

The next step is validation. Before rolling out the system throughout the enterprise we encourage a small number of sample users to begin using (testing) the system. Under our guidance the system will be configured with the clients sample project information. This allows us to identify and update any changes to the processes or system structure prior to roll-out.

Step 5: Rollout

Utilizing the results from step 3 (prototype/test) and step 4 (validation) we begin the next and most important step, the rollout. The success or problems encountered in the previous steps help to fine tune the system and ensure a smooth transition when it is rolled out to the enterprise. The first stage is to identify: the who and the what (resources), the when (schedule), the where (logistics), and how, of the process and produce a detailed plan to execute the implementation of the solution.

The rollout will follow a clear pre-defined plan that has been developed by the implementation team. The stages for rollout include: installation and configuration (server and architecture), end/user workstation configuration, input/import of project data, training of administrators and end users.

Step 6: Assessment

In the final step an evaluation is conducted to assess the success of the implementation. The implementation team and the client will conduct a review of the critical success factors and scope of the implementation in line with the plan to ensure that all the required work has been accomplished.

Even when we are satisfied that our client is ready to fully utilize the system our work does not finish there. At KPMS our team of consultants and technical support staff are always on hand to provide dedicated support whenever we are called upon to ensure our clients get the maximum benefit from their investments.