Situation: A Middle East service provider required a bespoke maintenance course for a high profile customer so that they could independently service their Harris equipment.
Solution: BDC designed and delivered multiple three month Level 3 Maintenance course that included not only Harris specific Falcon III equipment but also generic workshop practices and procedures that included tracking, record keeping, fault analysis & prediction and spare parts inventory administration.
BDC also provided train-the-trainer tuition and mentoring to the service provider personnel so that they could undertake future courses independently.
Situation: A different service provider in another country required a bespoke Level 2 maintenance course.
Solution: BDC designed and delivered a course specific to the customer needs including generic fault finding techniques and advanced operator troubleshooting.
Situation: Multiple service providers worldwide are required to deliver Operations courses to various military customers.
Solution: Black Dog provide the trainers and bespoke training courses, basic to advanced, applicable to the level of student and time allocated. All Falcon families of equipment are accommodated.
Situation: Harris required an Engineering Program Manager to support the Iraq in-country sales team and multiple contract service delivery obligations.
Solution: Black Dog provided a Program Manager with engineering experience to liaise between Harris in the US, the country dealer, the US Government officials in Iraq and the Harris customers in order to ensure that service delivery was undertaken, coordinated and quality controlled.
Situation: US Army (13th COSCOM) in Iraq needed a solution to overcome communications black spots on a logistics route between Basra and Baghdad.
Solution: BDC produced a network design with recommendations that overhauled current repeater sites, selected new ones and used unemployed equipment that was held but not utilised to solve the issue. 13th COSCOM consequently obtained unbroken communications on the complete logistics route.
Situation: Iraqi customer unhappy with HF performance of their fielded radio’s halted further deployment and put a hold on all contracts (multi-$10M) being negotiated at that time
Solution: BDC provided the Lead Technical Authority (LTA) and halted all support operations and focused the in-country local national team directly on the issue. The LTA designed and conducted a country wide HF trial which tested typical communications links sending combined customer/supplier teams out to customer sites to assess installation integrity, antenna deployment, frequency selection and operator skills over a seven week period. From this trial detailed technical data was collected and collated on frequency and antenna performance, installation issues and operator problems that were compiled into a comprehensive report which contained comprehensive recommendations addressing top down strategic and tactical issues in turn. This was presented and recommendations accepted by the customer before resumption of normal service occurred. This incident became a key turning point in the customer use of HF and has led to a high confidence and subsequent reliance on their HF data and voice networks.
Situation: BDC was sub-contracted to work on a project for the SAS in Hereford to develop an automated test programme for their Harris radios.
Solution: BDC worked with a software engineer to analyse the remote commands for the Harris radios and required by each of the individual test equipment's. From this the appropriate cabling and software that mimicked the desired test sequences were created. This was a bespoke solution for a unique client which then enabled technicians without detailed training to test the Harris radios and produce a report using an automated facility thus releasing more experienced technicians for frontline deployment tasks.
Situation: A start-up company in the USA, Surplus Switching, wanted to begin a business dealing in the arbitrage of telecommunications equipment in the secondary market. There were no existing business processes for logistics, accounting, shipping, RMA tracking and processing etc.
Solution: Black Dog designed and implemented all of these processes and procedures. The company went on to turn in excess of $1M in its first fiscal year and continues to grow based on a sound structure and processes that are able to grow with the business.
TECHNICAL BUSINESS STRATEGY
Situation: A small technical company in the Middle East acting as a dealer for a large telecommunications manufacturer needed to reassess and update its working practices in order to adjust to a period of growth and increased workload.
Solution: In order to align with the overall business strategy Black Dog designed a technical strategy that addressed all areas of technical support that targeted a range of tactical and strategic financial and performance improvements across the business in Iraq. Recommendations aimed to save multiple $100k initially with improved cash-flow in the medium to long term. Internal business processes formulated to accommodate growth of the company, incorporate learning and cultural knowledge sharing in addition to restructuring and formalising direct engineering support to the customer by identifying skills awareness and creating engineer career path.
Situation: The Iraqi Ministry of Interior had received and were deploying huge quantities of telecommunications equipment and creating problems due to an unstructured deployment plan and incorrect installations.
Solution: Black Dog produced a paper ‘Improving Quality Deployment’, a plan for the MoI to deploy and install Harris equipment from its store in such a way that stopped and prevent further equipment failures from incorrect equipment issuance and poor installation. It also outlined a post deployment support plan that coordinated customer and supplier technical teams to react to immediate faults and provide a system to enable an RMA support chain back to the supplier factory.
MAINTENANCE SUPPORT STRATEGY
Situation: A Middle East dealer for Harris was required to initiate a programme of in-country repair of Harris radio in order to alleviate the need to return faulty equipment to the US via an RMA due to a lengthy, bureaucratic and costly export customs process.
Solution: Black Dog produced a strategy paper for the supplier dealer company that included a costed three phase plan that provided an immediate short term capability and culminated in a dedicated in-country maintenance facility complete with test equipment and floor plans of ESD repair and maintenance stations, ITAR controlled areas, storage & logistics space and administration section.