Approaches for Accelerating
Microsoft Dynamics AX Adoption
After Go-Live
Tim Harris| Western Computer
Agenda
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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
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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
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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
Design
• Core System
Training
• Participates in
Requirements /
Process
Mapping
• Approval of
Fit/Gap
• 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 nonprod
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
• Assist with Data
Migration
• 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
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Thoroughness
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Ability to Influence
– Willingness to change
– Positive influence on others
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Negotiation
– Communicates effectively with
all parties
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Skills
– Knows where improvements
need to be made
– Not stuck on old ways
• Champion of Solution
• Communication
• Initiative
– Takes initiative to learn and train
others
– Have they covered all the basis
– Manages integration points
– Can have positive change impact
– Between cross functional internal
teams
– Is learning the application &
adopting processes
Communication - Team Effectiveness Index
(TEI)
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Weekly assessment of how the team is
performing
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All members weigh in on key criteria of the
project
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Findings will be reported at:
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Share Leadership
Conflict Resolution
Time Management
Communication
Decision Making
Shared VisioN
Project Status Meetings
Executive Status Meetings
Provides project early warning of
potential issues and a voice for those
who may not otherwise come forward
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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
THANK YOU
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