In my early days as an integrator, I always thought of my client as being the end user. Ultimately, the goal was satisfying clients as they built their new home. Working with builders was always an adventure and I considered them to be kind of "in the middle" of the process.

That was then. Over the years, and after observing hundreds of builder/client relationships, I have grown to value the builder relationship as much, if not more, than the relationships with "end-user" clients. In fact, I have concluded that there are virtually two clients-one that we satisfy on a per job basis (the client) and one that we satisfy on a relationship basis (the builder).

It always puzzles me when integrators speak of being "at odds" with the builder. The following will outline a formula for success that integrators have developed for the timing of electronics installation in a residential project. It includes when integrators should be introduced to the client, when they need to be involved, and how they help make the homes you build more valuable, appealing and truly livable.

The first question is, "When does the integrator come in?" Projects that go the smoothest -- ones that builders (and the homeowners) are happiest with -- are the ones in which integrators are brought into the project early, generally before the project even comes out of the ground. They meet with the homeowner, the builder, the architect and other trades, such as the electrician, cabinetmaker, interior designer, etc. They usually obtain an electronic copy of the home design from the architect and print out a "mark-up" copy that their design consultants use to discuss various aspects of the project.

Step 1: Planning and Design

One of the biggest obstacles is that the homeowners often "don't know what they don't know." This is where integrators come in. They meet with the client and discuss the client's needs and each of the electronic systems they recommend. Some integrators have an "idea lab" with client-friendly displays for telephone, lighting control, structured wiring and multiroom audio systems among others (see image on this page). Your integrator should have an extensive discovery process that he goes through with the client that asks many of the questions necessary to the planning and design of a whole-house integrated electronic system. Then watch how surprised clients are when they learn the scope of what a quality integration company can achieve for them.

After this meeting, the integrator prepares the coordination with all the other players on the job. This is a crucial time of interface with the builder and the integrator. What makes it difficult is that this is also the most crucial time of interface for you, the builder, with all of the trades on the job. Your integrator will try to get the time and attention he needs here without getting in the way. Then he starts to engineer the proposal.

Step 2: Engineering the Proposal

Here is where a ton of work begins. Each subsystem is designed from the integrator's notes and the responses from the client. A project manager is assigned and a preliminary meeting assesses the scope of work involved. Every fixture and product is laid out on the "mark-up" drawings and a proposal is generated.

Many integrators use a sophisticated database program that automatically specifies labor, parts and materials for each product as they select it. Each department carefully reviews the proposal before final copies are bound into a proposal "book."

Step 3: The Client Presentation

In the meeting with the client, the integrator should detail every aspect of the proposal and show on the marked-up copy of the prints. This shows where everything goes and how it will work together. A critical point here is that the client understands that each electronic system in the home operates both individually and collectively. If the control system malfunctions at any time, each subsystem will always operate on its own. Builders should avoid "home automation" approaches where there is a "master control system." If any aspect of the master systems malfunctions, the whole house is crippled.

Once the integrator has an agreement with the customer, he should have a clear set of contracts and agreements so everyone knows his responsibilities during the project.

Step 4: Setting the Milestones

After the client accepts the proposal, the first of many project management meetings is held. The design consultant, project manager and lead installer will discuss the project and all of its installation intricacies. If lighting control or fixture selection is necessary, the lighting designer will also attend to detail how the lighting systems will be integrated into the project.

Armed with lots of notes and information, the project manager begins to determine the project's timeline. He starts by calling the builder to verify this information and others with whom we will need to coordinate, such as the electrician and HVAC contractor. It is crucial that he relays major milestone dates with you such as:

• Framing start date
• Framing and other trades' (electrical, plumbing, HVAC, etc.) completion dates
• Insulation and drywall date
• Estimated CO (Certificate of Occupancy) date

There are many minor milestones that must be accomplished, but the most important thing to know is that these can be either independent or dependent tasks. Independent tasks can be performed with some degree of time flexibility and whose execution is not directly affected if a major milestone is delayed or accelerated. Dependent tasks are "joined at the hip" with another tasks and are delayed or accelerated with those tasks if their schedule changes in the timeline.

Most sophisticated integrators use specialized software not only to generate their proposals, but to manage every aspect of the project once it is approved.

Step 5: Managing the Project

Documentation is one of the most important functions of the project management process. Before one piece of wire is pulled, the marked-up plans are submitted and finalized with all of the location notes on termination points, wall plates, jacks, speakers, keypads, control panels, etc., along with lighting control, fixture locations and automation connection points. Some integrators use an electronic fixture icon legend to identify every run of cable and every fixture by type.

After drawings have been compared to the proposal, a prewire schedule is generated for every cable run. The installer initials every cable run on this schedule and makes any relevant notes as the cable is installed. Later a cable toneout is performed to verify the signal integrity of each cable run and label them in multiple places for easy identification.

From a timing standpoint, and because network and telecommunications wiring is more susceptible to damage by other trades, the integrator should be the last person in the walls prior to insulation and drywall. Poor project management and communication here on both the builder and the contractor's part can be a major source of tension. Having everybody on the same schedule will make this critical portion of the job go smoothly.

At trimout, the integrator should terminate all the wire connections, wall plates, speakers, keypads and virtually every fixture installed into the home. Other systems such as telephony are installed, and the finishing touches are put on the lighting and control systems in anticipation of the final installation date. A desktop "intelligent" wall plate can house cable TV, DSS, telephone and Internet connections all in a clean, compact wall plate.

One benefit of project management coordination is the reduction of clutter and wall plates. Much can be replaced with a single, attractive and highly functional keypad.

After trim out, the integrator is still busy on the job, but he works back at the shop to set up, test and "burn-in" the A/V gear to work out any kinks in the system. Final coordination with the cabinetmaker and interior designer is set, and another project management meeting with the design consultant, project manager and lead installer takes place.

At final install all the major products -- TVs, home theater gear, landscape speakers, etc. -- are installed and the system is completed and tested. All final programming is tweaked and the client is trained on the basic operation of all the systems. A walkthrough with the design consultant, project manager and client occurs with an eye on finishing every detail to the client's satisfaction. Time is of the essence here, and the integrator should button up these loose ends quickly.

Once you have obtained a CO and the client moves into the house, the integrator should plan to train the client on the system. Of all the trades involved in the building of a home, the integrator is on the job the longest. This can be good and bad.

The good thing is that if you have an integrator that embraces the best business practices of project management, your projects will go smoothly and create happy clients. The bad thing is that if problems start occurring early because of poor project management and coordination, the journey is a long one.