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QIXAS GROUP Best Practices for CRM Implementations On time. In scope. Within Budget Neil Hussey, MCT [email protected] QIXAS GROUP ·∙ TORONTO ·∙ CANADA www.qixas.com QIXAS GROUP –  Introduction to Microsoft Dynamics Sure Step –  Understand project management essentials Agenda Speaker Neil Hussey –  How to produce time and cost estimates for the project –  How to plan the resources for the project and plan for risks –  Understand the Detailed Business Process Analysis [email protected]
–  Identify and document functional requirement Fits and Gaps –  Control scope creep –  Keys to gaining user buy-­‐in –  Identify how to work towards project closure QIXAS GROUP Why should you be excited about CRM? What types of organizations can benefit from CRM? QIXAS GROUP Enterprise Software Trends (Gartner 2013) QIXAS GROUP Why should you be interested in working with Microsoft Dynamics products? –  Microsoft Dynamics products are not the latest fad or
trend in business software—they are essential
resources which companies invest in for the long-term.
–  There are over 500,000 Microsoft Dynamics customers
and over 5 million users in over 165 countries
worldwide.
–  Working with Microsoft Dynamics gives you an
opportunity to influence and improve the experiences
you have—and the potential to innovate others.
–  Working with Microsoft Dynamics challenges you to
apply what you’ve learned in a real-world context and
to help companies change and perform.
QIXAS GROUP What is a Project? QIXAS GROUP Project vs. Operational Work Projects Operations Duration Temporary Ongoing Output Unique Repetitive Purpose Create a unique product, service or result Sustain the business End Ends when its specific objectives have been attained Adopt a new set of objectives and the work continues QIXAS GROUP Project Triangle As the project changes, all team members must be cognizant of the project constraints QIXAS GROUP –  Recurring Project Challenges Project Challenges –  Poorly Managed Perceptions and Expectations –  Uninvolved Customers –  Unclear Roles and Accountabilities –  Scope Creep –  Unrealistic Deadlines and Insufficient Budgets –  Communication Failures –  Unsuccessfull Risk Responses –  Poorly Defined Objectives and Returns –  Project Lifecycle Planning –  Waterfall essentials –  Phase closing –  Challenges for the phase based approach –  Phase planning and execution QIXAS GROUP Project Management QIXAS GROUP The importance of a good plan QIXAS GROUP Introduction to Microsoft Dynamics Sure Step QIXAS GROUP – Key attributes of Microsoft Dynamics Sure Step: Microsoft Dynamics Sure Step – End-­‐to-­‐end methodology – Scalable – Systematic – Modular – Repeatable – Industry focused – Partner focused QIXAS GROUP Sure Step for Microsoft Dynamics QIXAS GROUP Project Types Project Type
Remarks
Standard A streamlined approach for implementing Microsoft Dynamics solutions at a single site.
Rapid An accelerated approach for implementing Microsoft Dynamics solutions with minimal or no customizations.
Enterprise A standardized approach for implementing Microsoft Dynamics solutions in complex single-­‐site deployments, or in global/multi-­‐site organization where country/site specific unique business needs have to be factored in addition to a core solution.
Agile
An iterative approach to implementing Microsoft Dynamics solutions at a single site that requires specific features and moderate-­‐to-­‐complex customizations. Whereas the Standard, Rapid, Enterprise, and Upgrade project types are waterfall-­‐based, the Agile project type uses the Sprint cycle approach to solution development.
Upgrade An approach to progress an existing Microsoft Dynamics solution to a later release of that solution. This approach starts with a technical upgrade to address moving existing functionality to the next release. Any new functionality can then be deployed by using the above project types, Rapid, Standard, Agile, or Enterprise.
QIXAS GROUP Phase
Diagnostic Analysis Phases Design Development Deployment Operation
Remarks
Helps customers determine the correct solution to meet their needs. Also helps the partner organization to obtain the key understanding of the solution requirements and to define the high-­‐level project scope, charter, plan, and proposal for solution delivery.
Represents the official start of the implementation. This phase defines the activities required to start and effectively plan the whole project.
Includes the activities that define how the business requirements will be implemented. This phase includes configuration of the overall Microsoft Dynamics solution and the design of specific customizations needed to satisfy business requirements identified during the Analysis phase.
Includes activities to build and test the system components defined and approved in the design specifications. This includes developing the customizations, integrations and interfaces, and data migration processes.
Brings together all the efforts of the project team for a successful transition to the new Microsoft Dynamics solution.
Defines the activities required to close the project, provide post-­‐production support, and transition the solution and knowledge to the customer.
QIXAS GROUP – Detailed Business Process Analysis – Key Steps:
–  Define Target Processes (To Be) –  Map Existing Processes (As Is) –  Conduct Business Process Gap Analysis Analysis Phase – Understanding the process: –  Builds upon Diagnostic phase, Requirements and Process Review –  Conduct review of each business area –  Involves key users and functional consultant QIXAS GROUP Design Phase QIXAS GROUP Great Design makes for Happy & Productive users QIXAS GROUP Development Phase – Develop – Test – Completion – Documentation QIXAS GROUP – UAT (User Acceptance Testing) Deployment Phase – Performance testing – Training – End-­‐User Training – Train-­‐the-­‐Trainer – What are the keys to gaining user buy-­‐in? QIXAS GROUP Operational Phase – Provide Post Go-­‐Live Support – Transition of Solution to Support – Establish Ongoing Quality and Testing Strategy – Conduct Disaster Recovery Test – Conduct Performance Tuning and Optimization QIXAS GROUP How do we know when the Project is finished? What constitutes ‘done’? QIXAS GROUP – The Engagement Closure Checklist – Review deliverables against SOW Project Closure – Project Closeout Meeting and Report – Confirm the customer is satisfied with the end result, and obtain a formal sign-­‐off – Celebrate QIXAS GROUP Traditional (waterfall) vs Agile QIXAS GROUP Traditional vs Agile Projects QIXAS GROUP Traditional (Waterfall) Methodology QIXAS GROUP Agile Methodology QIXAS GROUP Agile: Scrum / Sprint QIXAS GROUP Using Sure Step Agile Preparation QIXAS GROUP Agile Preparation QIXAS GROUP Define Solution Backlog Agile Preparation QIXAS GROUP Agile Execution QIXAS GROUP What makes Agile work? – Awesome Platform (Thank-­‐you Microsoft J ) – Environments that are designed to be customized – Great Planning, Design and Architecture – Communication and Feedback – Communication and Feedback ! – Communication and Feedback !!! QIXAS GROUP Questions? Neil Hussey, MCT [email protected] http://www.qixas.com/academy Interested in Public or Private CRM classes. Contact us at: [email protected]