Services - Delivery
From signed-off offer to a running shop floor.
The detailed offer that comes out of the Future-State Assessment is the starting gun. From there we wrap Project Governance around four disciplined phases - Design, Build, Deploy and Hypercare - all run in our portal.
From offer to phases
The bridge from strategy to delivery
The detailed offer holds the scope, the priorities and the validated project charter. We translate it directly into a phased plan - governed end-to-end and delivered through Design, Build, Deploy and Hypercare.
Input
Detailed offer & project charter
Scope, priorities, success criteria, risks and budget - already aligned with your full team.
Output
Governed delivery using the 3ops portal
Every sold topic becomes a Kanban epic with user stories, tasks, scenarios and a RACI.
Project phases
Four phases, one rhythm
Governance sits on top. Underneath, work flows through four phases - each with its own bullets, deliverables and quality gates, and each linkable from anywhere in this page.
Above all phases
Project Governance
GAMP5 V-model governance wraps Design, Build, Deploy and Hypercare - Boards, Tasks, RACI and recurring meetings.
Design
Analysis, workshops, SRS with SIPOC, technical design and test scenarios.
- Detail analysis & workshops
- SRS with SIPOC
- Technical design
- Test scenarios
Build
Iterative sprint delivery - configuration, code, unit tests and documentation.
- Sprint-based delivery
- Configuration & coding
- Unit testing per sprint
- Manuals & documentation
Deploy
Validation through the test scenarios authored in Design - the right side of the V-model.
- Test scenario execution
- Key-user testing
- End-to-end testing
- Test scenario sign-off
Hypercare
Cutover, go-live, intensive on-site support across shifts and clean hand-over to Support.
- Cutover planning & execution
- Go-live cover (office + shifts)
- On-site support
- Hand-over to Support
Support
Long-term service management in our SMA Portal - severity-driven SLAs in 5x8 or 7x24.
- First-line ticket triage
- Severity-driven SLAs
- Bug classification
- Continuous improvement
Project Governance
Governance is the layer that sits above Design, Build, Deploy and Hypercare. We follow the GAMP5 V-model: every requirement on the left side is paired with a verification activity on the right side. What we specify in Design is exactly what we validate in Deploy - no gap, no surprises.
Why GAMP5 - Each left-hand specification is traced to a right-hand verification. In Deploy we replay the test scenarios written in Design - that is how validation works.
Governance - Boards
Sold topics fly from the offer onto the boards
The detailed offer below is the very one delivered by the assessment. As you scroll, lines lift off as tickets and land on the boards. Not every ticket reaches Deploy at the same pace - that's exactly how real delivery looks.
What the offer looks like
Detailed offer - extract
| ID | Domain | Topic | W | Size | MoSCoW | Total |
|---|---|---|---|---|---|---|
| 001 | Production Execution | MES dispatches work orders to operator terminals with live priority | WWorkflow | XXSXSSMLXLXXL | MMust have | 4.5 d |
| 002 | Production Execution | Operator confirms produced quantity and scrap from shop-floor screen | FForm | XXSXSSMLXLXXL | MMust have | 2.0 d |
| 003 | Production Execution | End-of-shift OEE and downtime report for line supervisors | RReport | XXSXSSMLXLXXL | SShould have | 2.3 d |
| 004 | Production Execution | Predictive quality alert based on inline sensor trends | EEnhancement | XXSXSSMLXLXXL | CCould have | 11.0 d |
| 005 | Inbound Logistics | Supplier ASN integration into WMS with pallet hierarchy | IInterface | XXSXSSMLXLXXL | MMust have | 4.5 d |
| 006 | Inbound Logistics | Mobile receiving screen with photo capture for damaged goods | FForm | XXSXSSMLXLXXL | SShould have | 2.0 d |
Design
Build
Deploy
Governance - Tasks
Tasks under the ticket, tracked weekly across both teams
Zoom into a single ticket and you see a task board. Each task is owned by a named person - 3ops engineer or someone on your team. Every week, the whole crew walks the board together: what moved, what's stuck, who is unblocked next.
Inbound Logistics
Supplier ASN integration into WMS with pallet hierarchy
Author test scenarios (10x) and peer review
QA Lead
Run UAT on staging with one pilot supplier
Key User - Logistics
Validate put-away rules with shift leads
WMS Lead
Build EDI ASN parser + unit tests
Integration Eng.
Map ASN AS-IS flow with supplier IT
Business Analyst
Collect 5 real ASN samples (EDI + PDF)
Key User - Logistics
Draft pallet hierarchy data model
Solution Architect
Send updated ASN spec to top-5 suppliers
Supplier Manager
Planning & accountability
A RACI everyone signs off on
We build the planning together with you, and set up a RACI so every stakeholder knows exactly which meeting to attend and what role they play. No ambiguity, no double work.
| Activity | ||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
PM | Short and long term planning MES Project | |||||||||||||
| Bi-weekly sprint meeting | ||||||||||||||
DESIGN | Functional Analysis Workshops | |||||||||||||
| SRS Writing and comment processing | ||||||||||||||
BUILD | Integration | |||||||||||||
| Software Build Apps Level 3 | ||||||||||||||
DEPLOY | Key User Training | |||||||||||||
| End User Training | ||||||||||||||
SUPPORT | First line spoc ticket management | |||||||||||||
| Product issue fixing | ||||||||||||||
Illustrative extract - your actual RACI is tailored to your organisation.
Cadence
Recurring meetings
Predictable rhythm of follow-up so nothing drifts. Same agenda, same attendees, same outputs.
Stand-up
Jira tasks reviewed and updated.
CAB prep
Change Approval Board preparation.
Time sheets & budget
Signed off including budget status.
Steerco
Steering committee with sponsors.
Change Approval Board
When needed for in-flight changes.
Every week - digitally signed
Timesheets sent out for digital signature
Every Monday morning a PDF timesheet for the previous week goes out to the customer for digital signature. You see every hour in detail, weekly totals per person, and the live project budget, weeks before any invoice is sent. No black boxes, no end-of-month surprises.
What you get every Monday
Weekly signed timesheet - Wk 41 - 07/10 – 13/10
Logging detail
3 of 24 lines
| Date | Employee | Domain | Description | Hrs |
|---|---|---|---|---|
| 08/10 | Inbound Logistics | ASN integration, pallet hierarchy mapping | 3.5 | |
| 09/10 | Inbound Logistics | Legacy stock balance migration dry-run | 3.5 | |
| 10/10 | Production Execution | Operator terminal - dispatch rules workshop | 4.0 |
Week overview - hours per person
| Domain | Employee | Mon | Tue | Wed | Thu | Fri | Hrs |
|---|---|---|---|---|---|---|---|
| Inbound Logistics | - | 3.5 | - | - | - | 3.5 | |
| › | - | - | 3.5 | - | - | 3.5 | |
| Production Execution | - | - | - | 4 | - | 4.0 | |
| Week total | 0.0 | 3.5 | 3.5 | 4.0 | 0.0 | 11.0 h | |
Live project budget - days
MES rollout - Plant Genk
Signature flow
Design
Specify everything that will be built - and how we will prove it.
SRS - source of truth
The Design deliverable: a signed-off Software Requirements Specification describing AS-IS and TO-BE in detail.
- AS-IS process maps with pain points
- TO-BE process maps with the future state
- Functional & non-functional requirements
- Integration & data model
- Test scenarios linked to requirements
- Sign-off per chapter by business and IT
Uniform process notation
SIPOC - every process in one frame
Suppliers, Inputs, Process, Outputs, Customers. Every process is mapped the same way so the SRS reads end-to-end and the build team translates it directly into software.
Suppliers
Sending party
Inputs
Materials, data, triggers
Process
From → To (in scope)
Outputs
Results, events, records
Customers
Receiving party
Verification, written up-front
Test scenarios - the right side of the V, drafted in Design
Each scenario has steps and an expected result. Scenarios live in sets grouped by process or epic, and each set is replayed in runs during Deploy.
Receive ASN with mixed pallet hierarchy
Steps
- 1.Supplier sends EDI ASN
- 2.WMS parses pallet/case structure
- 3.Receiving screen shows nested SSCCs
Expected result
Pallet hierarchy is preserved end-to-end, stock posted within 5 s.
Damaged goods on receiving
Steps
- 1.Operator scans pallet
- 2.Marks damage with photo
- 3.Quarantine bin proposed
Expected result
Lot moved to QA hold, supplier notification triggered automatically.
Putaway by storage class
Steps
- 1.Receive case of cold-chain SKU
- 2.System proposes zone C
Expected result
Putaway task created in zone C only, FIFO rotation respected.
- Inbound logistics12 scenarios
- Production execution18 scenarios
- Quality & traceability9 scenarios
- Maintenance6 scenarios
- Run #1 - Dry-run on stagingWk 8
- Run #2 - Key-user UATWk 10
- Run #3 - E2E sign-offWk 11
Every run produces a traceable result per scenario - that is the GAMP5 evidence.
Build
Sprint-based delivery - not waterfall. Every two weeks something demonstrable lands on staging.
Working software every sprint
Instead of a single big-bang release, sold topics are broken into sprintable slices. Configuration, coding and unit tests are completed inside the same sprint - feedback comes back fast, defects stay cheap, and the customer sees real progress every two weeks.
Configuration & code
Customised configuration, integrations and any required code - all built sprint by sprint against the SRS.
Manuals & documentation
Besides the application itself, every Build sprint produces or updates the user manuals, operator instructions and technical documentation that go live with the system.
Deploy
Validate the software by replaying the test scenarios written in Design - the right side of the V-model.
GAMP5 link - Each scenario authored in Design is now executed and signed off. Pass = the requirement is verified.
8/11
2
1
Test run #2 - Key-user UAT
- TS-001
Order release to shop floor
Production set
Passed100%
- TS-002
Operator quantity confirmation
Production set
Passed100%
- TS-003
End-of-shift OEE report
Production set
Passed100%
- TS-014
ASN with mixed pallet hierarchy
Inbound set
Passed100%
- TS-015
Damaged goods on receiving
Inbound set
Passed100%
- TS-016
Putaway by storage class
Inbound set
Passed100%
- TS-021
Genealogy trace finished SKU → raw lot
Quality set
Passed100%
- TS-022
Certificate of analysis at packing
Quality set
Passed100%
- TS-031
Mobile work-order app offline mode
Maintenance set
Partial80%
- TS-032
Condition-based maintenance trigger
Maintenance set
Partial60%
- TS-040
WIP valuation feed to finance ledger
Finance set
Issue30%
Hypercare
Intensive go-live cover - in office hours and outside them - until the operation stabilises.
Resource planning
FTEs in office hours - and outside them
During go-live we cover the line across all shifts. FTE coverage tapers off as the operation stabilises. Non-office hours (early, late, night, weekend) are billed at the agreed shift rates.
Week 01 - Go-live
FTE per day
| Shift | Mon | Tue | Wed | Thu | Fri | Sat | Sun |
|---|---|---|---|---|---|---|---|
Office Hours Standard weekday | 3.0 | 3.0 | 2.0 | 2.0 | 2.0 | ||
Weekend / Holiday Saturday, Sunday & public holidays | 1.0 | 1.0 | |||||
Morning shift Early production shift | 1.0 | 1.0 | 1.0 | 1.0 | 1.0 | ||
Evening shift Late production shift | 1.0 | 1.0 | 1.0 | 1.0 | 1.0 | ||
Night shift Overnight production shift | 0.50 | 0.50 | 0.50 | 0.50 | 0.50 |
Week 02
FTE per day
| Shift | Mon | Tue | Wed | Thu | Fri | Sat | Sun |
|---|---|---|---|---|---|---|---|
Office Hours Standard weekday | 1.0 | 1.0 | 0.50 | 0.50 | 0.50 | ||
Weekend / Holiday Saturday, Sunday & public holidays | 0.25 | 0.25 | |||||
Morning shift Early production shift | 0.50 | 0.50 | 0.50 | 0.50 | 0.50 | ||
Evening shift Late production shift | 0.50 | 0.50 | 0.50 | 0.50 | 0.50 | ||
Night shift Overnight production shift |
Illustrative plan - actual coverage and rates are agreed per project. Stand-by during planned go-live is charged at 50% of the standard hourly rate.
Support
After Hypercare we operate the platform long-term. Tickets flow through the SMA Portal with severity-driven SLAs in 5x8 or 7x24.
SMA Portal - Boards
A portal built around your operation
Stages mirror our live SMA Portal. Each ticket carries a severity, a suspected-bug flag and a bug classification - illustrated below with a handful of realistic examples.
SMA Portal - 3ops Support
Concept board - example tickets
MES kiosk frozen on line 2 - operators blocked
WMS putaway rule ignores cold-chain zone
Label printer queue stuck after firmware update
ASN parser fails on supplier with split pallet
Add scrap reason 'film waste' to operator panel
Sporadic OEE under-count on line 5 - need sample data
Severity levels
- Top
System is down or major functions are unavailable. No workaround exists; business-critical operations are halted.
- High
Major functionality is severely impaired; a workaround may exist but is insufficient for business continuity.
- Medium
Non-critical issue; workaround is available.
- Low
Minor issue, cosmetic defect, or general inquiry with no impact on operations.
Office-hours SLAs in 5x8. 7x24 contracts apply the same response targets around the clock.
Live example - Top severity
#INC-218 - MES kiosk frozen on line 2
For mission-critical software every minute counts. We track response and resolution against the agreed SLA live - fully transparent, so you always know where we stand.
Response
0.25h / 1h
Resolution
2.4h / 4h
Bug classification
Suspected bug vs. declared bug
Suspected bug
Set by the requester when logging the ticket. Signals "this looks like a defect" so the right experts can be paged early.
Declared bug / no bug
Set by the 3ops engineer after investigation. Confirms whether the issue is a real defect (covered by support) or expected behaviour / change request - with a justification comment for traceability.
Bug- No bug- Unclassified
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