tim harris| western computer approaches for accelerating microsoft dynamics ax adoption after...

Tim Harris| Western Computer

Approaches for Accelerating Microsoft Dynamics AX Adoption After Go-Live

• Pre-Project Planning• Super User Role• Functional vs Technical Super Users• Support Requirements for Super Users• Measurement of Success• Post Implementation• Benefits of Super Users

Agenda

• Identify Client Desire for Adoption– Technical / Functional / Infrastructure / Business Process– Do they want full configuration knowledge or just business process

knowledge?

• Identify Proposed Client Project Resources– Are they the right person– Determine & Measure competency throughout the project– Do they have the skills to succeed– Are they respected amongst their peers– Are they contributing– Are they positive influence and champions of the project to their peers?

Before you begin

• Bridge Gap between Business and IT• Expert in a given business process & AX point of view• Involved in project from start• Will understand the configuration of the solution• Trainer of new users & new functional processes• Strong communicator to the end users (can explain clearly)• Internal marketing role

Super User Role

• Reduces training overhead• Keeps the messages and process consistent• Ensures that the unique business processes are

understood and not diluted by lack of comprehension• Internal champion of change• Ownership of solution post-go-live – Level 1 support

Benefits of Super User Role

Analysis

• Core System Training

• Participates in Requirements / Process Mapping

• Approval of Fit/Gap

Design

• Key Input during Design Sessions

• FDD Contribution / Approval

• Configuration

Development / Test

• Writing Test Scripts

• Executing Test Scripts

• Determine resolution to issues

• Validating Development Handover

Deployment

• Lead UAT• Conduct End

User Training• Participate in

Go-Live Functional Validations

• Operation Manuals (LCS - BPM)

Operation

• Coordinate & Validate User Issues (level 1)

• Work side by side with consultant to resolve issues

Key Touch Points for Functional Super Users

Analysis

• Shadow Installation of Sandbox Environment

• Participate in Environment Planning

Design

• Transition of non-prod environment installs from shadowing to lead with support (DEV, TEST, STG)

• Core Development Training

Development / Test

• Transition from small development objects with shadow from Consulting Developer

• Audits on Client development

• Assist with Data Migration

• Migration of code

Deployment

• Assist with Data Migration

• Production environment setup along with consulting organization

• Technical Validations during Go-Live

Operation

• Stabilization of environments

• Migration of code changes

Key Touch Points for Technical Super Users

• Client’s own Development Box (LCS)• Client’s Sandbox environment with Contoso data (LCS)• Training Plan by Job Function

– Link to all training methods (classroom, video, hard copy)

• Tracker on training progress – measure it’s being done• AXUG / Dynamics Communities / TechNet walkthrough with client

– enhance self service research• Constant involvement• Search Support (LCS)

Support Tools to Build Super Users

Internal Measurement – Rate 1-10

• Knowledge of Business Process– Knows where improvements

need to be made– Not stuck on old ways

• Champion of Solution– Willingness to change– Positive influence on others

• Communication– Communicates effectively with all

parties

• Initiative– Takes initiative to learn and train

others

• Thoroughness– Have they covered all the basis– Manages integration points

• Ability to Influence– Can have positive change impact

• Negotiation – Between cross functional internal

teams

• Skills– Is learning the application &

adopting processes

Communication - Team Effectiveness Index (TEI)

• Weekly assessment of how the team is performing– All members weigh in on key criteria of the

project• Share Leadership• Conflict Resolution• Time Management• Communication• Decision Making• Shared VisioN

• Findings will be reported at:– Project Status Meetings– Executive Status Meetings

• Provides project early warning of potential issues and a voice for those who may not otherwise come forward– Submitted anonymously

Team Effectiveness Index (TEI)

• Part of the CoE (Center of Excellence)• Drive continuous innovation with-in organization

– Work strategically with Partner on initiatives

• Triage issues• Conduct training of new employees• Attendee at Conferences (Convergence, UG, Tech

Conf)

Post Implementation

• When customer CoE exists – ongoing projects and service work are more likely

• Upgrades will occur more frequently• Higher revenue from existing customer base – easier

sales cycles• Greater number of customer references & case studies• More successful projects and higher realization of ROI• Voice representing the partner at events (CONV, UG, etc.)

Benefits to the Partner

Questions?

Tim Harris | Practice Lead – Dynamics AX - Western ComputerTim.harris@westerncomputer.com Twitter: @DAXTalk

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