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Simplifying and Automa1ng Business Processes Tom Obright, Sierra Systems Group Carlos Roche@, MicrosoB Consul1ng Services Agenda Part 1: Business Process Automa1on and Integra1on Part 2: Lessons Learned for establishing Governance, Processes and Infrastructure Part 1: Business Process Automa1on and Integra1on •  What is the value of Customer Rela1onship Management to HR, Finance, ITSM, and other business func1ons •  How to use an XRM solu1on to create workflows and accelerate the resolu1on of “cases” •  How does CRM fit into a typical enterprise environment? Part 1: Business Process Automa1on and Integra1on What is the value of Customer Rela1onship Management to HR, Finance, ITSM, and other business func1ons The internet has changed the rules Customer Expecta1ons regarding Interac1ons with Organiza1ons •  24 X 7 X 365 •  8 X 5 •  Tradi1onal communica1ons •  Quick Social Media Interac1ons •  Business Process Automa1on •  Workflow •  Frequent & Informa1ve Communica1ons Internet CRM Value of CRM for …. Human Resources •  Manage the en1re employment lifecycle •  Retain and track employment history Finance •  Procurement, purchasing and other recurring processes •  Rou1ne tasks and no1fica1ons IT Service Management •  Incident and problem management •  Knowledgebase CRM for Everyone! Inves2ga2ons Grants and Contribu2on Management Compliance Management En2tlement Case Management Courts/Judicial Management CRM becomes… Organiza1onal Memory of Commitments, Tasks & Communica1ons Customer
Relationship
Management
Standard bearer and impar1al measurer of standards Conveyer of Knowledge for the Organiza1on Part 1: Business Process Automa1on and Integra1on How to use an XRM solu1on to create workflows and accelerate the resolu1on of “cases” Streamline the process Map the process That goes a long way to configure the workflow Understand the process Discussions on As-­‐is and To-­‐be Re-­‐Analyse the process Save 1me opportuni1es Automate the process Get someone who knows the ins & outs of the CRM applica1on chosen Analyse the process Look for communica1ons steps, loops, repeated tasks, … Part 1: Business Process Automa1on and Integra1on How does CRM fit into a typical enterprise environment? CRM and Document Management CRM Document Management •  Deals with structured data •  Deals with unstructured data •  Process-­‐driven user experience •  Collabora1ve user experience •  Internal focus •  Internal and external •  Granular security model •  Role and group based security •  Dashboards, repor1ng and analy1cs to track performance against SLAs, iden1fy issues and take correc1ve ac1on •  Integra1on with word processing and other produc1vity tools •  Enterprise search capabili1es Ideal -­‐ Combined Interface Some users primarily work with structured data: •  Customer service •  Stakeholder management •  Marke1ng Some users work primarily with unstructured data: •  Communica1ons •  Legal •  Administra1on Each group would naturally gravitate to CRM or Document Management Dynamics CRM and SharePoint are used in the slides that follow as examples . Dynamics CRM as interface SharePoint as the interface CRM integra1on with produc1vity tools Produc1vity tools in a typical enterprise environment are grouped into suites of func1onality. •  Personal produc1vity – email, contacts, tasks and appointments •  Word Processing •  Spreadsheet •  Database •  Presenta1on An example of a popular suite is the MicrosoB Office suite of tools. Addi1onal tools include web browser soBware and business intelligence. The examples that follow are MicrosoB CRM and the MicrosoB Office suite. Dynamics CRM and MicrosoB Office Dynamics CRM and MicrosoB Office Dynamics CRM and MicrosoB Excel Dynamics CRM and MicrosoB Excel Dynamics CRM and MicrosoB Excel Dynamics CRM and …. Just about anything else Migra1on Integra1on Synchroniza1on Part 2: Lessons Learned for establishing Governance, Processes and Infrastructure Part 2: Lessons Learned for establishing Governance, Processes and Infrastructure MSF Team Model – Role Clusters
Program
Management
Product
Management
Development
Communication
User
Experience
Test
Release
Management
Product
Management
Product
Management
Program
Management
Development
Test
User
Experience
N
N
P
P
U
N
U
U
P
N
N
N
P
P
Program
Management
N
Development
N
N
Test
P
U
N
User
Experience
P
U
N
P
Release
Management
U
P
N
P
Release
Management
U
U
Versio
Exam title
Exam number
n
2013 Microsoft Dynamics CRM 2013 Applications
MB2-700
2013 Extending Microsoft Dynamics CRM 2013
MB2-701
2013 Microsoft Dynamics CRM 2013 Deployment
MB2-702
Microsoft Dynamics CRM 2013
2013
MB2-703
Customization and Configuration
2015 Microsoft Dynamics CRM Application
MB2-704
2015 Microsoft Dynamics CRM Online Deployment
MB2-706
Microsoft Dynamics CRM Customization and
2015
MB2-707
Configuration
2015 Microsoft Dynamics CRM Installation
MB2-708
Functional Application in Microsoft Dynamics
2015
MB2-720
Marketing
Discovery & Establish the “Analysis Factory” Rationalization • 
• 
• 
• 
• 
Business objectives
and transformation
opportunities
Define key platform
capabilities
Outline high-level
infrastructure
requirements
Identify application
candidates for
analysis
Application design
patterns are
established
• 
• 
• 
• 
• 
• 
• 
Establish
application analysis
factory framework
Establish factory
team
Application
documentation and
SME’s are located
Training and
preparation
Conduct factory
pilot
Factory tuning
based on pilot
results
Velocity and
capacity planning
• 
• 
• 
• 
Analyze & Deployment Categorize Planning Execute factory
analysis of
candidate
applications
Based on analysis
results applications
are queued for
deployment
planning
Assessment
velocity and results
are monitored and
adjusted as
required
Applications are
categorized
• 
• 
• 
Based on analysis
results, estimate
application
migration costs
Based on analysis
results, add
estimated costs,
design pattern &
business objectives
to the deployment
plan
Based on analysis
results, update
design patterns
Diagnostic
Analysis
Design
Development
Deployment
Operation
KEY TASKS AND DELIVERABLES IN WATERFALL PROJECTS
Organization
Baseline Project
Plan
Deployment Plan
User Training
Training Plan
Solution
Process and
Functional
Requirements
Functional Design
UAT Scripts
UAT
Technical Design
Fit Gap Analysis
Transition to
Support
Solution Testing
Solution Design
Technology
Data Migration
Requirements
Environment
Specification
Integration and
Interface Design
Production
Specification
GO
LIVE
Production
Environment
Diagnostic
Agile Preparation
Analysis
Design
Agile Execution
Development
Deployment
Operation
KEY TASKS AND DELIVERABLES IN AGILE PROJECTS
Solution
Baseline Project
Plan
Deployment Plan
Business Process
Maps
Fit Gap Analysis
Test Scripts
SPRINT
BACKLOG
Solution Backlog
Technology
Data Migration
Requirements
Environment
Specification
CRE
A
SCRTE TES
IPTS T
Organization
CONFIGURE AND
DEVELOP
Production
Specification
Go-Live Checklist
GO
LIVE
Transition to
Support
Dynamics CRM Architecture
Application Lifecycle
Management
CRM Solution Lifecycle