Implementation / Professional Services
1. Overview & Mandate
Business Unit Purpose Implementation / Professional Services is responsible for the successful deployment of MorgueBoard® into customer environments. This business unit ensures that customer requirements are translated into viable system configurations and integrations, deployments are executed predictably, and customers achieve time-to-value without compromising product integrity, security posture, or compliance standards.
Mandate Statement Implementation / Professional Services exists to deliver reliable, repeatable, and solutions-oriented deployments that align customer expectations with product capabilities while preserving long-term platform sustainability.
Primary Accountability Owner
- Primary: Implementation Lead (Nick Nell)
- Supporting: Product Management, Engineering, Clinical & Operational Compliance, Customer Success
2. Core Functions & Responsibilities
Core Functions
- Customer implementations and go-live execution
- Integration planning and coordination
- Data migration and configuration
- Deployment sequencing and readiness assessment
- Customer IT and clinical stakeholder alignment
- Go-live coordination and stabilization support
Explicit Responsibilities
- Own end-to-end implementation execution and delivery
- Translate customer operational requirements into supported configurations
- Coordinate technical integrations with Engineering support
- Manage implementation timelines, dependencies, and risks
- Ensure go-live readiness across technical, operational, and clinical dimensions
- Handoff successfully implemented customers to Customer Success
Explicit Non-Responsibilities
- Product roadmap ownership or feature prioritization
- Core platform development or architectural decisions
- Ongoing customer support and account management post-handoff
- Contract negotiation or commercial terms
3. Fractional & Embedded Capability Partners
This section documents ongoing fractional or embedded partners that support implementation execution. These partners may provide specialized or temporary execution capacity while accountability remains internal.
| Partner | Capability Provided | Engagement Type | Accountability Boundary | Primary Engagement Contact | Notes |
|---|---|---|---|---|---|
| TBD | — | — | — | — | To be populated if/when embedded implementation partners are engaged |
4. Decision Rights & Authority Boundaries
Important Context The decision rights outlined in this section are intentionally high-level and directional. Formal, binding authority and escalation mechanisms are defined in the company’s Decision Rights & Governance Policy. In the event of conflict, the formal policy prevails.
Implementation / Professional Services Owns Decisions Regarding:
- Implementation methodology and sequencing
- Deployment readiness and go-live criteria
- Configuration approaches within supported product boundaries
- Implementation risk identification and escalation
Does Not Own:
- Feature commitments or roadmap sequencing (Product Management)
- Technical architecture or code changes (Engineering)
- Security and compliance standards (Technical Compliance)
- Pricing, contract terms, or scope changes (Sales / Legal)
Escalation Triggers:
- Customer requirements exceeding current product capabilities
- Integration or data migration risks impacting timelines
- Compliance or security constraints affecting deployment
5. Key Interfaces & Dependencies
| Interface | Nature of Interaction |
|---|---|
| Product Management | Scope validation, roadmap alignment, expectation management |
| Engineering / R&D | Integrations, configuration support, technical escalation |
| Clinical & Operational Compliance | Workflow validation and institutional alignment |
| Customer Success & Support | Handoff, adoption readiness, post-go-live continuity |
| Sales | Pre-sale scoping, expectation setting, implementation readiness |
6. Budget Ownership & Cost Structure
Implementation Budget Scope
- Implementation labor (internal and fractional)
- Travel and on-site deployment costs (as applicable)
- Integration and tooling support
- Temporary or specialized technical resources
Budget Ownership Model
- Implementation manages spend within an approved budget
- Executive Leadership and Finance approve annual budgets and material increases
- Costs should be recoverable or justified through implementation fees or strategic value
7. General KPIs & Performance Metrics
Delivery & Execution
- Implementation cycle time
- On-time go-live rate
- Implementation defect rate at go-live and within first 30 days post-handoff
Customer Outcomes
- Time-to-value post go-live
- Customer satisfaction during implementation
- Number of escalations per implementation
Operational Health
- Implementation rework rate
- Handoff quality to Customer Success
8. Initiatives & Goals Tracking
| Initiative / Goal | Description | Owner | Success Criteria | KPI(s) | Target Date | Status | Notes |
|---|---|---|---|---|---|---|---|
| Standardize Implementation Playbooks | Develop repeatable implementation methodologies, checklists, and templates, including standard readiness criteria for enterprise IT dependencies and clinical workflows. | Implementation | Consistent delivery across customers | Cycle time variance, rework rate | Q3 2026 | Planned | Enables scale without quality loss |
| Improve Pre-Sale Implementation Scoping | Strengthen pre-sale discovery to reduce downstream scope risk. | Implementation | Fewer post-sale scope changes | Scope change frequency | Q2 2026 | Planned | Requires Sales coordination |
| Strengthen Clinical Integration Alignment | Improve alignment with clinical workflows during deployment. | Implementation | Reduced clinical friction post go-live | Clinical escalation rate | Q3 2026 | Planned | Partner with Clinical Compliance |
9. Maturity Roadmap
Current State Founder-led implementations with high-touch, bespoke execution and limited repeatability.
Next State Repeatable, well-scoped implementation processes with predictable timelines and reduced dependency on individual expertise.
Future State Scalable professional services capability with modular deployment patterns, optional specialization, and minimal execution risk.
10. Document Revision History
| Version | Date | Description of Change | Author | Approved By | Approval Date |
|---|---|---|---|---|---|
| 1.0 | 2026-01-04 | Document Creation | Nic Bavetta |