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

3. 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

4. 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?

5. 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

6. 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

7. 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

8. 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

9. 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)

10. 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

11. 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

12. Team Effectiveness Index (TEI)

13. 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)

14. 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.)

15. Questions? Tim Harris | Practice Lead – Dynamics AX - Western Computer

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