Tim Harris| Western Computer Approaches for Accelerating Microsoft Dynamics AX Adoption After Go-Live Tim Harris| Western Computer

Agenda 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

Before you begin 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?

Super User Role 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

Benefits of 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

Key Touch Points for Functional Super Users 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 Technical 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 Production environment setup along with consulting organization Technical Validations during Go-Live Operation Stabilization of environments Migration of code changes

Support Tools to Build 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)

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)

Post Implementation 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)

Benefits to the Partner 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.)

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

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