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- Herausgeber: Packt Publishing
- Kategorie: Wissenschaft und neue Technologien
- Sprache: Englisch
Delivering business solutions is more than just product play. Software is often viewed as the enabler; however, the key to success is how the solution is implemented and how the implementations are managed. With this as the background, Microsoft has developed Microsoft Dynamics Sure Step as the full lifecycle methodology for the Dynamics business solutions portfolio. Microsoft Dynamics Sure Step enables you to maximize your Dynamics investments and increase your efficiency to select, sell, deliver, operate and support your business solution.This book details the use of the Microsoft Dynamics Sure Step methodology to enable the full lifecycle of Microsoft Dynamics Sure Step business solutions engagements. Guidance is provided on the due diligence process for the customer that overlaps the solution selling cycle for the service provider, through to the solution implementation phases, encompassing on-going maintenance and upgrades.This book provides detailed coverage of how to use Microsoft Dynamics Sure Step to successfully deliver Dynamics solutions for your business.The book begins by focusing on the aspects of due diligence and solution selling– whether you are the customer or the service provider, you can learn how you work together to select the right solution to meet the organization’s needs.In the ensuing chapters, you will learn how Microsoft Dynamics Sure Step can help improve the overall quality of your Dynamics business solution, including coverage of proactive and post go-live optimization offerings and a thorough explanation of how to upgrade your Dynamics solutions to the latest release of the products.Finally, the book discusses the essence of Microsoft Dynamics Sure Step projects and how to successfully deliver these business solutions, including project and change management disciplines and processes.Additional key topics such as a guide to adopting Microsoft Dynamics Sure Step are also provided if you are looking to develop a consistent process in your organization.
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Veröffentlichungsjahr: 2011
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Table of Contents
Microsoft Dynamics Sure Step 2010
Microsoft Dynamics Sure Step 2010
Copyright © 2011 Packt Publishing
All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews.
Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the authors, nor Packt Publishing, and its dealers and distributors will be held liable for any damages caused or alleged to be caused directly or indirectly by this book.
Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information.
First published: January 2011
Production Reference: 1170111
Published by Packt Publishing Ltd.
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Olton
Birmingham, B27 6PA, UK.
ISBN 978-1-849681-10-0
www.packtpub.com
Cover Image by Mark Holland (<[email protected]>)
Credits
Authors
Chandru Shankar
Vincent Bellefroid
Reviewers
Jim Atkinson
Vjekoslav Babić
Alain Krikilion
Swen Maes
Aditya Mohan
Claude Verschueren
Acquisition Editor
Kerry George
Development Editor
Wilson D'souza
Technical Editors
Gaurav Datar
Neha Damle
Indexer
Rekha Nair
Editorial Team Leader
Gagandeep Singh
Project Team Leader
Lata Basantani
Project Coordinator
Leena Purkait
Proofreader
Chris Smith
Graphics
Geetanjali Sawant
Production Coordinator
Alwin Roy
Cover Work
Alwin Roy
Foreword
Investing in a business application—be it managing one's customers, tracking inventory, coordinating global resources, or just being able to get real-time visibility to cash flow—has never been so important. Gone are the days when companies invested in business applications, such as CRM and ERP, to simply streamline their supply chain or manage their sales pipeline. And gone are the days when these business applications were selected, implemented, and deployed by the IT organizations alone. Companies, and individuals within them, are relying on these business solutions to provide them a competitive advantage—an advantage that includes not only using the facts and data to generate information, but also to transform it to the knowledge that can be applied to gain a deeper understanding of the environment and provide a reliable business operating system for enabled intuition. This intuition of where to invest, how to plan, and when to execute in a well-planned, analysis-rich, and coordinated manner is what provides a competitive advantage to today's organizations. The expectations of business transformation that business solutions can provide through product or service innovation, customer delight, and operational efficiency are making it even more critical to "get it right" and "provide the business backbone". Sales, marketing, operations, and services are joining the finance and IT organizations to enable this collaborative change. We need to ask ourselves what we can do to not only provide this competitive advantage to our customers, but also to provide a solution to our customers, for them to be able to manage their own customers and businesses with better decision making.
When Microsoft decided to invest in a methodology for Microsoft Dynamics solutions, there was one goal in mind—provide our customers with a Microsoft Dynamics purchase, implementation, and an ongoing experience that is unparalleled in the business solutions industry. We determined that we needed a Sure Step way to achieve this customer experience—an experience that is predicated on learning from successful implementations, and equally from the ones that went sideways due to a lack of integrated due diligence and execution approach.
Sure Step provides our partners, our value-added resellers (VARs), our independent software vendors (ISVs), and Microsoft Consulting Services and field teams, with valuable guidance on people, process, and technology aspects that need to come together in a timely, predictable, and disciplined manner to help our prospects and eventual customers "get it right". Microsoft Dynamics Sure Step is the culmination and ongoing journey to make this vision and experience real. Are we indeed investing in the success of our customers, and through that the success of the Microsoft eco-systems of partners and ISVs, keeping these principles in mind?
I have always believed (and known from first-hand experience!) that getting into college is only the first part of the arduous life-changing experience. Getting through college with the right skills, social temperament, informed career choices, and maybe, having fun through the experience, is often the most critical success factor for sustainable lifestyle. Investing in a business application such as Microsoft Dynamics CRM or one of the Microsoft Dynamics ERP products is not dissimilar. Making that right license purchase of software or signing up for the subscription of one of our online solutions is the key; making sure that the software indeed helps guide our customers to ensure their business success and meet their business goals is more critical. Understanding whether the solution is being analyzed, designed, developed, deployed, and eventually adopted and operated in context of the specific industry, with the right level of individual empowerment, in a relevant yet scalable manner to grow with the company, and eventually feel enamored and positively transformed by the experience, is what ensures success. Are we thinking about the customer investment and relationship we develop as transactional events, or as a strategic relationship we wish to develop and watch our customers graduate successfully from the implementation of the solution to reaping the rewards of their due diligence and implementation?
For our partners, Microsoft Services, and IT organizations of our customers, understanding the fundamental principles of any methodology, applying that framework to one's business, and driving adoption of a familiar albeit new way of managing customer expectations requires de-mystifying the method behind the perceived madness! It also becomes critical for each of you to understand how you can use the power and persuasion of Sure Step to not only adapt it to the needs of your organization, but also for the specifics of the customer engagement that you are managing, and as a result help provide you a competitive advantage against the other business applications that may provide the capabilities but may not provide the "customer-focused" approach to lifecycle management. Are you willing to invest time and effort in putting more discipline and accountability into the commitment that you are making for your customers' successes?
Chandru Shankar and Vincent Bellefroid have been loyal thought-leaders, advocates, and evangelists of Microsoft Dynamics Sure Step from the day we embarked on this journey of on-time, on-spec, on-budget Microsoft Dynamics engagements. Chandru Shankar has tapped into his extensive experience working in the partner channel implementing business solutions, and through the architecture of Microsoft Dynamics Sure Step, the deep insights, best-practice values, and the easy-to-comprehend guidance on why Microsoft Dynamics Sure Step recommends what to be done by whom, when, and how. He delves into the details and helps understand the value proposition of Sure Step not only from a sales or implementation perspective, but also ensuring that our customers are getting the most out of their investment now, and forever. The "brain behind the brawn" makes it an enjoyable journey (yes, for a methodology read!) through self discovery and relevant research that will hit close to home for many of you. Vincent Bellefroid has extensive experience dealing with the accolades and brickbats associated with going fearlessly where only the best and bravest readiness, adoption, and training experts can venture. He demystifies how you can embark on a journey of Sure Step adoption, and eventual excellence, within your organizations, by applying some time-tested techniques including Project and Change Management, real-life sales and deployment scenarios, and a roadmap of your success through structured roadmaps. It is hard for me think of a more qualified team to land the message, value, and approach of Microsoft Dynamics Sure Step for our business solutions-focused, business-savvy audiences.
Business-ready organizations are looking to unleash the power of their Microsoft Dynamics investments as they look to drive better decisions, based on operationally efficient business solutions. These organizations have managed their businesses to date. Can they now measure and improve? Do they have the solutions, people, and processes adopted, deployed, and executed in a manner that helps them drive the shift towards integrated end-to-end business management? This book will provide the understanding and approach you need to measure your success through the success of your customers and their business solutions.
Aditya Mohan – Director, Product Management, Microsoft Dynamics Sure Step
One of the most important avenues to a partner's business success—both short and long term—is their ability to manage customer expectations and deliver high quality solutions on time, on budget, and on spec. Sure Step encompasses a number of tools and guidance that enable partners to do just that—helping them drive profitable projects along with customer satisfaction and loyalty at the same time.
Partners with a proven methodology have a distinct competitive advantage, by offering customers peace-of-mind. We have been observing an increasing number of prospects asking for Sure Step-capable partners, so we absolutely recommend that existing as well as prospective Microsoft Dynamics partners adopt Sure Step. As an added benefit, partners will, instead of spending valuable resources developing and maintaining their own methodology, take full advantage of Microsoft's ongoing investments to make Sure Step even more comprehensive and robust. Partners who want to add their own flavor to Sure Step have the opportunity to do exactly that, by treating Sure Step as a methodology platform and developing "the last mile" themselves, much like ISVs build differentiating solutions on top of our ERP and CRM applications.
No matter how a partner plans to leverage Sure Step, this book should help not only explain what Sure Step is about, but also how to get it implemented and adopted within the partner's organization.
Anders Spatzek – Director, Microsoft Dynamics Services & Partner Readiness
Global organizations are typically geographically dispersed, and possess cross-functional teams with varying skill sets in different regions. Business solutions delivery for such organizations requires the ability to manage requirements and schedules, dictated by multiple forces. Also, influencers and power brokers can easily create scope creep and other issues to derail these important initiatives. A consistent methodology and taxonomy is an absolute must for dealing with the pulls and demands across these organizations, to ensure that the project stays on course.
Global delivery typically necessitates the involvement of multiple delivery teams, from the customer, to Microsoft, to partner organizations. Regardless of who owns the delivery of these engagements, it is of paramount importance that all the delivery resources are performing to the "same sheet of music". This is also where it is essential to have a common and consistent framework of delivery.
For our practice, Microsoft Dynamics Sure Step is the tool to ensure success not only for our global practice, but more importantly for our customers and partners. We require that our consulting organization is adept with the methodology, advocating certification on the methodology, and also selecting partners who can work well within these parameters. This book will be an additional asset to help our delivery resources understand the core principles behind the methodology.
Kundan Prakash – Director Business Solutions, Microsoft Services Global Delivery
Providing Microsoft's entrepreneurial partners and customers with industry best practices is vital for ensuring successful business growth. Microsoft Dynamics Sure Step is one of those tools that save time on implementations with the added benefit of bringing together the communication between a sales team and a consulting practice! Stocked with a multitude of templates aligned to a phased implementation process, you can find the right tools to use at each stage of a customer engagement.
In delivering the best knowledge to a global group of partners, Microsoft seeks out top business partners to provide insight and create new content that aligns to Microsoft product releases and industry direction. The result is a tool that brings over 800 pages of project management based guidance along with more than 700 templates, samples, and links to Microsoft resources.
As Sure Step can fit to any size of project, product line, a number of industry solutions, as well as both pre- and post-implementation activities, a new Dynamics team will benefit from guidance that will get them started down the right path to adopting Sure Step and applying it to their customer's lifecycles. This book is sure to find its way to the front of many consultants' bookshelves as the go-to reference for optimizing their use of Microsoft Dynamics Sure Step.
Lori Thalmann Pytlik – Sure Step R&D Manager
Successful ERP and CRM implementations are dependent as much on the product itself, as they are on the people and processes used to implement them. Accordingly, ERP and CRM sales processes are successful when, besides proving ease-of-use and showing relevant product feature sets, they help build confidence in the minds of the customers that a well-defined path exists to get their vision and objectives materialized. Simply put, Microsoft Dynamics Sure Step is the tool that provides the confidence in the pre-sales cycle and assurance during the delivery, which makes a difference.
For our Microsoft Dynamics practice in Microsoft Consulting Services (MCS), we require all our consultants and project managers to be fully proficient and certified in Microsoft Dynamics Sure Step methodology. This helps us in maintaining the high rate of customer satisfaction that we have in this business, as well as providing for an agile and responsive workforce that speaks the same language regardless of the project they are on, or at what point in the lifecycle of a project they were introduced.
This book does a great job in not only detailing out what Sure Step is, but how to best use it in various pre-sales and delivery situations to provide the confidence, consistency, and predictability in execution, so that it becomes one of the core differentiators.
Muhammad Alam – Dynamics US CTO, Microsoft Consulting Services
In order to provide world-class services in the business application space, it is paramount to use a standardized approach, particularly when multiple parties are involved in large and complex projects. This is why we consider Sure Step an important focus area for Microsoft Consulting Services (MCS)—not only do our consulting resources use the methodology extensively, but MCS also makes joint investments with the Microsoft Dynamics Business Group in the development of Sure Step and our offerings.
The MCS offerings for the Microsoft Dynamics AX and Microsoft Dynamics CRM products focus on four main areas, which are described in this book—the Decision Accelerator offerings to help customers with their due diligence, Optimization offerings to augment partner-led engagements, and Implementation and Upgrade offerings with end-to-end MCS involvement. We leverage Sure Step by building our offerings on the solid structure provided by the methodology, allowing us to be more predictable and consistent with our solution delivery process. We can clearly specify "Who" needs to do "What" in "Which Order", and also call out the "Responsible Party" for each step in the process.
Drawing on our field experience on hundreds of Microsoft Dynamics engagements, we continue to extend and improve Sure Step with artifacts and best practices gleaned from senior, knowledgeable resources. This book will help both our internal and external audiences better understand the structure of our offerings and our approach to solution delivery. It will also help highlight the MCS commitment represented in Sure Step, not just to our customers, but also to our partners.
Theo Gees – Sr. Director, Dynamics Program Office
About the Authors
Chandru Shankar is a Microsoft Services Director, responsible for driving solutions and offerings for the Microsoft Dynamics program office. He is also the architect of Microsoft Dynamics Sure Step, the implementation methodology for deploying the Microsoft family of ERP and CRM solutions, and is responsible for the functional design and content flow in the methodology.
Chandru has consulted for companies in a variety of industries, including aerospace, automotive, CPG/retail, high-tech, and manufacturing. He has undertaken multiple implementations of ERP and supply chain solutions, in numerous capacities, including Program/Project Manager, Solutions Architect, and Lead Consultant. His consulting skills are complemented by several years of manufacturing industry experience.
Chandru has also functioned as adjunct faculty for a major university, where he has covered topics including Supply Chain/e-Business Design, along with Strategy and Architecture for MBA students and Company Executives. He has spoken in multiple internal and external conferences over the years, as well as conducted training programs around the world.
Acknowledgement
My involvement with Sure Step began in 2007 with an interim (v1.5) internal release. Through all the subsequent releases, I have had the fortune of working with many individuals and partner organizations whose contributions were critical to the evolution of Sure Step. I often refer to Sure Step as a methodology by the field and for the field—the main reason for the continued adoption of Sure Step is the practical guidance provided by individuals with real-world experience in selling and delivering the Microsoft Dynamics business solutions.
There have been several partners who have contributed their thought leadership to Sure Step, and our sincere thanks to each of you for the content and continued evangelization of the solution. There have also been several Microsoft individuals who have played key roles in the evolution of Sure Step, including the Microsoft Consulting Services (MCS), Microsoft Global Solutions India (MGSI)/Microsoft Services Global Delivery, and Microsoft Dynamics Product and Field Teams. I thank each and every one of you, and would also like to call out a few individuals:
I would like to thank the Microsoft Dynamics Leadership team, including Kirill Tatarinov, Michael Park, Hal Howard, and Doug Kennedy—your unwavering support for Microsoft Dynamics Sure Step clearly shows Microsoft's commitment to our customers and the Microsoft partner ecosystem. To my friend and Product Team counterpart, Aditya Mohan—your unabashed enthusiasm and evangelization for Microsoft Dynamics in general and Sure Step in particular continues to shine through. I also want to acknowledge the Microsoft Services leadership team, including Kathleen Hogan, Norm Judah, Kristen Johnson, and Paul Mirts—with your support, the services offerings not only leverage the great work done by the field, but they are also openly shared with the partner and customer ecosystems via Sure Step.
This book has been a culmination of many hours of labor. Given that it consumed almost all of my non-work time, I am grateful and thankful to my dear partner in crime, Vincent Bellefroid, for making this long journey enjoyable and worth the effort. Vincent, your knowledge of Sure Step and the partner and customer ecosystems for Microsoft Dynamics are evident in your practical explanations and scenarios that resonate with your audience. We couldn't be happier that you are a key part of our team!
Sincere thanks to our book reviewers, Jim Atkinson, Vjekoslav Babić, Ross Cook, and Aditya Mohan—your suggestions were important in creating a better product. Thanks also to the continued guidance from Kerry George and the rest of the Packt Publishing team—I cannot understate the importance of your help in addressing questions in a timely manner!
We would also like to acknowledge our Foreword writers, Aditya Mohan, Anders Spatzek, Kundan Prakash, Lori Thalmann Pytlik, Muhammad Alam, and Theo Gees. Thank you for your support of the book and the Sure Step program.
Last but not the least, I want to thank my past and present Microsoft mentors, Eric Stathers and Gayle Hoshino—your guidance has been a critical part of my development.
I would like to dedicate this book to my family—to my wife Veena, and my beautiful daughters Maya and Tara, you have given up so much of your personal lives during the development of this book, and I couldn't thank you enough for that. I would also like to thank my extended family—your support and encouragement drove me all the way. Special thanks to my father, L. Shankar, who even took some time to review a few sections and provide feedback.
And now, as one of my colleagues remarked, I look forward to getting my life back!
Vincent Bellefroid is a Microsoft Certified Trainer (MCT), founder, and co-owner of Plataan. Plataan is a Gold-Certified Partner of Microsoft, an independent training and consultancy bureau that specializes in Microsoft Dynamics and Project Management. Vincent is an experienced implementation consultant, who has worked with a number of customer and partner organizations, including global SIs. Building upon his distinguished ERP implementation career, Vincent is now responsible for the project management and quality control at Plataan.
Vincent was one of the early adopters of Sure Step in Europe and has been evangelizing the true value of Sure Step ever since. He has conducted multiple Sure Step training sessions, while helping the Microsoft Sure Step team develop the training materials and courseware. Vincent also guides Microsoft Dynamics partners through the certification and adoption process of Sure Step.
Acknowledgement
I co-authored this book because I wanted to help Microsoft Dynamics implementers and customers find their own way through due diligence, quality assurance, and satisfaction, guided by Microsoft Dynamics Sure Step principles. Each line of text in this book is based on what I learned in my career and still learn every day I teach and consult. Therefore, I want to thank all my trainees, customers, colleagues, and employers from whom I learn every day. I am a trainer and a student at the same time.
Stating that writing this book was an arduous task is squeezing the truth. The only way to get it done was to write for days on end. This book consumed my evenings, weekends, and holidays, which was time away from my precious family. Therefore I want to thank my wife Stien, and Stany and Lou, my lovely sons.
Planning to write a book is one thing, getting it done is a complete different ball game. But I could count on Chandru Shankar at all times. Chandru excels in his knowledge, knows Sure Step inside out, inspires, motivates, leads, and knows how to manage. He is a talented go-getter who guided me through every step of the way. Therefore, my deepest thank you to you, Chandru; I could not have managed this without you.
My thanks also go to Fotini Kaklamanou for introducing me to Sure Step many years ago and to Aditya Mohan for continuously inspiring so many people, including me, for this customer engagement methodology; your support for this book was crucial. Thanks to Bernadette Catherine Kelly for reviewing this book's proposal at the very beginning of the process.
Special thanks to all the reviewers who have contributed on this book. Thank you Swen Maes, Claude Verschueren, Jim Atkinson, and Vjekoslav Babić for fantastic contributions.
Thank you to all the Packt Publishing staff and Kerry George for your support and trust.
Finally, I want to dedicate this book to my father, Eric Bellefroid, currently retired. He excelled as a process optimization specialist and methodologist at Volvo Cars before those terms even existed.
About the Reviewers
Jim Atkinson is a Strategic Account Director with Sales Performance International (SPI). He helps his clients drive measurable and sustainable revenue and earnings growth by improving their overall sales performance. SPI's proven methodologies, training, and enablement programs, technology platforms, and professional services help clients transform their revenue engines to market and sell high-value solutions, enabling them to build a lasting foundation for sustained top-line growth. SPI is the exclusive owner of the Solution Selling® methodology and process.
Prior to SPI, Jim served as a senior-level Business Development Officer in the financial services industry, and as Managing Principal for a global human resources consulting firm. At SPI, he acts as the Subject Matter Expert on targeted territory planning.
Vjekoslav Babić is an independent Microsoft Dynamics NAV consultant, trainer, author, and blogger. He has close to 15 years of experience in IT, of which 8 years of experience is in the field of NAV.
As a Solutions Architect and a Project Manager with a leading Microsoft Dynamics President's Club service provider company, as a Microsoft Dynamics NAV Consultant with Microsoft Services, and as an independent consultant, he has been working on Microsoft Dynamics NAV implementations, ranging from tiny one-man-bands to international mega corporations, delivering services and trainings all over the world.
In 2008, Vjekoslav co-authored the acclaimed book Implementing Microsoft Dynamics NAV 2009, for Packt Publishing. Vjekoslav runs an active blog on NAV implementation, project management, and development best practices at http://navigateintosuccess.com/, acts as a columnist and editorial advisory board member at MSDynamicsWorld.com, and as a columnist in a number of other web or printed periodicals in Croatia and worldwide. Vjekoslav is also a frequent conference speaker at Microsoft and Microsoft Dynamics conferences.
Since spring 2010, Vjekoslav has held the prestigious Microsoft Most Valuable Professional (MVP) award for Microsoft Dynamics NAV.
Alain Krikilion has been working with Dynamics NAV (formerly "Navision Financials", "Navision Attain", "Microsoft Business Solutions Navision") since 1999, mostly solving technical problems in both small local projects and big international projects. He started working with NAV in a rainy Belgium and in June 2002 moved to a sunnier Italy.
Alain is also moderator of the mibuso.com forum where, aside from moderating, he also helps people solve (mostly technical) problems.
Alain Krikilion is a Microsoft Most Valued Professional (MVP) for the Microsoft Dynamics NAV product.
Swen Maes graduated in 1997 with a master in Applied Economics at the University of Antwerp. He started his career as a Project Manager at BT Belgium NV. He then went to work as a Distributor Systems Manager at Estée Lauder and then as a Business Consultant for two years at Stanley Europe. After seven years of experience in the IT sector, after having specialized in Project Management for ERP solutions, Swen decided to become a co-owner of iFacto Business Solutions. He is one of the promoters of Sure Step Methodology within his current organization.
One integrated solution that tunes and manages your business processes smoothly and efficiently—sound like music to your ears? Then iFacto Business Solutions is the partner your SME is looking for.
Over the years, iFacto has built an extensive expertise in software applications for various industries. With years of IT experience and thorough industry knowledge, iFacto Business Solutions offers the solution that meets the unique needs of your organization. iFacto is a young and dynamic company in full expansion. We continuously strive to optimize our services we offer to our customers, and every day we search for new opportunities in the market. Driven and motivated people are the key to be able to realize this ambition. A flat organizational structure, a strong corporate culture, and extensive opportunities in self development and career planning, are the major strengths of iFacto.
Aditya Mohan is the Director of Partner Solutions Management at Microsoft. He is responsible for providing Microsoft partners with business solutions to help monitor, manage, and scale their businesses, and drive productivity. These solutions include the Microsoft Dynamics Sure Step methodology and Microsoft Partner Business Systems. At Microsoft, Aditya has previously been the Business Program Manager driving the launch of Dynamics CRM Online, engaged in partner experience initiatives, and launched multiple other GTM initiatives.
Prior to Microsoft, Aditya worked in the IT industry and as a management consultant with Fortune 1000 companies and Mid-Market industry. He has managed a Software Strategy practice, SAP Small-to-Medium Business practices, and Customer experience initiatives at KPMG, BearingPoint, and Hitachi Consulting.
Outside work, Aditya is active in the high-tech and multi-cultural industry forums; loves to leverage his professional, social, and cultural skills; runs, skis, and attempts to be a role model to his three young girls. Aditya is proficient in the Japanese language, and graduated in Engineering from Arizona State University. He is passionate about providing Microsoft Dynamics customers with a purchase, implementation, and an ongoing experiences that are unparalleled in the business solutions industry; partner-ready solutions are key to achieving this goal!
I would like to thank my beautiful women at home—Sayoko, Ria, Keila, and Tara—for letting me be who I am, and keeping me honest that methodologies don't necessarily work in the house!
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Preface
Delivering business solutions is more than just product play. Software is often viewed as the enabler; however, the key to success is how the solution is implemented and how the implementations are managed. With this as the background, Microsoft has developed Sure Step as the full lifecycle methodology for the Microsoft Dynamics solutions portfolio.
This book details the use of Sure Step methodology beginning with the due diligence process for the customer that overlaps the solution selling cycle for the service provider, continuing through the solution implementation phases, and encompassing on-going maintenance and upgrades. Maximize your Microsoft Dynamics investments and increase your efficiency to select or sell, deliver, and operate and support your solution.
What this book covers
Chapter 1, Background and Concepts
In this chapter, we introduce the concept of Methodology and its importance in the selection and implementation of ERP/CRM solutions. A faulty selection process can derail any solution deployment, and it is important for the readers to understand what they can do to prevent this. Many implementations go awry because of poor scope, risk, and change management, and we will talk about this as well. Another topic of discussion for this chapter is Microsoft Dynamics—what solutions encompass this suite, the history behind the acquisitions, its position in the overall ecosystem, and so on.
Chapter 2, Solution Selling and Driving Due Diligence
The focus of this chapter is on selling business solutions. We talk about how solution selling is different from transaction sales, where you have to build a relationship with your customer and establish trust. We also represent two perspectives—from a partner perspective, they are helping drive the customer vision; from a customer perspective, they are doing their due diligence in selecting the right solution to meet their needs.
Chapter 3, Managing Projects
The focus of this chapter is introducing the value proposition for project management. We talk about managing projects from a result-driven and real-life perspective. This chapter sheds light on the resistance to project management and how to overcome that by unleashing the real value of project management. While introducing the reader to the four pillars of project success and explaining about project management essentials, we guide them to the benefits of smart projects. We also discuss project management adoption from an organizational perspective.
Chapter 4, Selling with Sure Step
This chapter builds on the introduction to selling in Chapter 2. In this chapter we talk about specifics on how Sure Step helps with selling Microsoft Dynamics solutions. We discuss the activities and cover in detail the Decision Accelerator offerings that help accelerate sales cycles and bring them to close, while also helping the customer with their due diligence process.
We also talk about how the Diagnostic phase sets the stage for a quality implementation by outlining the risks involved. We discuss the selection of the right approach for the deployment, as well as the roles that will be involved both from the partner and the customer teams.
Chapter 5, Implementing with Sure Step
The focus of this chapter is on the implementation lifecycle. This chapter discusses the different implementation phases and cross phases for implementing a Microsoft Dynamics solution using the waterfall approach, and covers the post-go-live stage as well. We concentrate on the real-life challenges that implementers and customers face when implementing ERP and CRM software solutions and propose solutions by demonstrating the true value of Sure Step in terms of methodology and supporting tools and templates. This chapter also introduces the reader to the agile approach and covers how this flexible and iterative approach is organized and supported by Sure Step.
Chapter 6, Quality Control and Optimization
In this chapter, we discuss some options for the partners and customers to ensure a quality implementation. In doing so, we introduce the Sure Step Optimization Roadmap, and discuss the Proactive and Post Go Live Review offerings.
Chapter 7, Upgrading with Sure Step
The focus of this chapter is on helping existing Microsoft Dynamics customers to upgrade their solution to the latest product release. We discuss how we begin with the Upgrade Assessment Decision Accelerator offering to ascertain the right approach, then explain the Sure Step Upgrade project type for technical upgrades. We also suggest approaches for adding new functionality during the upgrade process.
Chapter 8, Project and Change Management
The focus of this chapter is on the Project Management and Change Management disciplines in Sure Step. We discuss the key sub-disciplines of Project Management, such as Risk, Scope, Issue, and Communication management. We also explain why Organizational Change Management is a key area for customers and partners to consider when it comes to ERP/CRM engagements. In this chapter, we also cover the SharePoint feature built into Sure Step, to assist the solution delivery teams to effectively collaborate with each other.
Chapter 9, A Practical Guide to Sure Step Adoption
The focus of this chapter is on the adoption of Sure Step in Microsoft Dynamics partner organizations. We talk about how organizations can make their implementation methodology one of their core competencies. We also cover the Independent Software Vendor (ISV) perspective, and discuss how the ISV solution provider can leverage Sure Step.
Chapter 10, Summary and Takeaways
The intent of this chapter is the summarization of the book. We discuss the future of Sure Step and also provide a set of key action items that the readers can execute on in the near term.
What you need for this book
The only software component required for the methodology is the Microsoft Dynamics Sure Step 2010 application. The resources available to you are noted as follows:
System Requirements:
Who this book is for
This book is aimed at newcomers to business solutions space, as well as experienced practitioners getting into the Microsoft Dynamics arena. If you are involved in one or more of the roles stated below, then this book is for you:
Conventions
In this book, you will find a number of styles of text that distinguish between different kinds of information. Here are some examples of these styles, and an explanation of their meaning.
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Note
Warnings or important notes appear in a box like this.
Tip
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Chapter 1. Background and Concepts
All companies must harness information to create competitive advantage. It is no longer possible to leverage information without technology, and both the information to be managed and the supporting technologies are continuously becoming more complex. Leading-edge IT implementations generally require special expertise from external service providers.
Gartner, Inc.
The success of a business solution, and specifically an Enterprise Resource Planning(ERP) and Customer Relationship Management (CRM) solution, isn't solely about technology. Experience tells that it is as much about the people and processes as it is about the software. Software is often viewed as the enabler, with the key to success lying in how the solution is implemented and how the implementations are managed. The transformation from the technological solution being the point of emphasis in the early days of the business software era to the solution becoming an enabler for business transformation has only been furthered by the ERP/CRM reports by independent organizations that decry deployment failures in great detail.
What stands out very clearly in these reports is the fact that ERP and CRM solution delivery is characterized by uncertainties and risks. Service providers have to balance time and budget constraints, while delivering the business value of the solution to their customers. Customer organizations need to understand that their involvement and collaboration is critical for the success of the delivery. They will need to invest time, provide relevant and accurate information, and manage the organizational changes to ensure that the solution is delivered as originally envisioned.
The need for seamless implementation and deployment of business software is even more accentuated in the current state of the economy with enterprise software sales going through a prolonged period of negative to stagnant growth over the last several quarters. Sales cycles are taking longer to execute, especially as the customers take advantage of the buyer's market and force software providers to prove their solution in the sales cycle before signing off on the purchase. In this market, a good solution delivery approach is critical. We have consistently heard words such as in-scope, within-budget, and on-time being tossed around in the industry. Service providers are still facing these demands; however, in the current context, budgets are tighter, timeframes are shorter, and the demand for a quick return on investment is becoming increasingly critical.
Microsoft has always understood that the value of the software is only as good as its implementation and adoption. Accordingly, Microsoft Dynamics Sure Step was developed as the methodology for positioning and deploying the Microsoft Dynamics ERP/CRM suite of products—AX, CRM, GP, NAV, and SL. In the vision of Sure Step, project management is not the prerogative of the project manager only. Sure Step is a partnership of consulting and customer resources, representing a very important triangulation of the collaboration between the software vendor, implementer, and customer, with the implementation methodology becoming a key element of the implemented application.
In this chapter, we will introduce the concepts and definitions used in this book, and lay the background for the ensuing chapters. We will also provide an overview of Microsoft Dynamics Sure Step, and the different aspects of the methodology that help both the implementer and the customer.
The business solutions market
The 2010 calendar year began with the global economy trying to crawl out of a recession. Still, businesses continued to invest in solutions, to leverage the power of information technology to drive down redundancy and waste in their internal processes. This was captured in a study by Gartner of the top industry CIOs, published in their annual report titled Gartner Perspective: IT Spending 2010. In spite of the recessionary pressures, organizations continued to list improving business processes, reducing costs, better use of information, and improving workforce effectiveness as their priorities for IT spending.
The Gartner study listed the following top 10 business priorities based on 2009 findings:
The Gartner study listed the following top 10 technology priorities based on 2009 findings:
Note
The source document for the previous two lists is: Gartner Executive Programs – CIO Agenda 2010.
These are also some of the many reasons that companies, regardless of scale, implement ERP and CRM software, which again is evident from the top 10 technology priorities of the CIOs listed above. These demands, however, happen to be articulated even more strongly by small and medium businesses. For these businesses, an ERP/CRM solution can be a sizable percentage of their overall expense outlay, so they have to be especially vigilant about their spending—they just can't afford time and cost overruns as are sometimes visible in the Enterprise market. At the same time, the deployment of rich functionality software must realize a significant and clear advantage for their business. These trends are picked up and addressed by the IT vendors, who are constantly seeking and exploring new technological ingredients to address the Small-to-Medium Enterprise market demands.
The importance of a methodology
Having a predictable and reliable methodology is important for both the service provider (the implementer) and the users of the solution (the customer). This is especially true for ERP/CRM solution deployment, which can happen at intervals of anywhere from a couple of months to a couple of years, and the implementation team often comprises multiple individuals from the service provider and the customer. Therefore, it is very important that all the individuals are working off the same sheet of music, so to speak.
Methodology can be defined as:
The methods, rules, and hypothesis employed by, and the theory behind a given discipline
or
The systematic study of the methods and processes applied within the discipline over time
Methodology can also be described as a collection of theories, concepts, and processes pertaining to a specific discipline or field. Rather than just a compilation of methods, methodology refers to the scientific method and the rationale behind it, as well as the assumptions underlying the definitions and components of the method.
The definitions we just saw are particularly relevant to the design/architecture of a methodology for ERP/CRM and business solutions. For these solutions, the methodology should not just provide the processes, but it should also provide a connection to the various disciplines and roles that are involved in the execution of the methodology. It should provide detailed guidance and assumptions for each of the components, so that the consumers of the methodology can discern to what extent they will need to employ all or certain aspects of it on a given engagement.
As such, a solid approach provides more than just a set of processes for solution deployment. For the service provider, a viable methodology can provide:
For the customer, a viable methodology can provide:
In addition to the points listed here, having a "full lifecycle methodology" provides additional benefits in the sales-to-implementation continuum.
The benefits for the service providers include:
