approach deploying ERP/CRM solutions What is Microsoft Dynamics Sure Step? Microsoft Dynamics overview What is a project?
Implementing ERP and CRM
a
for
selecting
and 14 16 18
20
the solution
22
implementations—facts
and
figures
24
Summary
26
References
27
Chapter 2: Solution Selling and Driving Due Diligence Driving value for the customer and the solution provider Value realization and measurement What it
29 30 31
to be solution centric
34
selling concepts selling—buyer's perspective Building the trust
36
means
Solution
Solution
Building the vision When to discuss feature/functionality
37
37 39 or
demo the solution
Staying aligned with the buyer Vision
43
processing—creation and reengineering
The Microsoft Solution
Selling
42
Process
46 47
Summary
49
References
50
51
Chapter 3: Managing Projects About
projects and project management
Myths Is
Is Is
52 52
and resistance management overhead? management an obstacle to
project project project management unsalable?
52
flexibility?
53 54
Why project management?
54
The alternative
56
Using
methodology Why quality-driven companies prefer project management our own
The four
pillars of project
success
58 60
61 61
Communication matters Rule number 1: Communication Rule number 2: E-mail does not
requires interaction equal project communication
62 64 65
Rule number 3: Be brief
66
Rule number 4: Set clear expectations
Proactive attitude makes the difference
67
Rule number 1: Look ahead and prevent
67
Rule number 2: Proactive power requires interaction Rule number 3: Measure for early warning signals
67
Creating
a
guiding project
culture
69 70
importance of closure Project management essentials The The
72
project lifecycle and phases
What is
a
68
73 74
phase?
Respect the phase-based approach
77
Project management processes Break it up!
78
From estimate to follow up
83
The WBS
as
80
estimation instrument
Follow up based
on
83
WBS
85
The WBS as central concept
85
86
Project management adoption The tireless
quest for the perfect espresso
Embracing change The A
87 benefits
indispensable organizational competency for your company
core
Profitable
projects
Satisfied customers and
86 88
88 88
happy employees
89
Summary
89
References
89
Chapter 4: Selling with Sure Step
91
The Sure
Step Diagnostic phase The concept of Decision Accelerator (DA) Offerings
A
repeatable
process for the sales teams process with solution
the infrastructure
Determining implications Estimating the delivery costs, approach, plans, and roles Reducing the risk perception the Return
Investment
Estimating Developing the project charter on
93 93
positioning discovery The first step to envisioning the future state Identifying the right solution Starting
the
92
95 97 99 103
104 107 109
(ROI)
111
Closing the sales cycle Initiating the delivery cycle
113
Other usage scenarios for the Decision Accelerators
115
115
117
Solution
selling to a current customer Assessing the upgrade requirements the other Decision Accelerators
Applying Supporting the customer's buying cycle Defining the organizational needs the
117 on
upgrade engagements
right solution
Determining Understanding and mitigating risks Approach for upgrading existing solutions Positioning the solutions for specific industries Manufacturing industry industry
Extended CRM
xRM solutions
industry
or
and
121 122 123 124 125 126 129
The Public Sector Future
119 120
cross-industry
132 solutions
133
Summary
134
References
135
Chapter 5: Implementing with Sure Step in Sure
Step Implementation approaches The notion of phases and cross phases Waterfall-based implementation project types The Rapid project type The Standard
project type The Enterprise project type Setting up
a
program for solution rollout
Phased solution rollouts
137 138
138 140
140
143 145 148 148
149
Multisite
engagements The Sure Step waterfall implementation phases The Analysis phase The start of the
151 152 152
project
Start your engines
152
Expect
153
some
delays
A chance to establish the
project
153
culture
154
A look back
project Project planning
charter is
A good
155
priceless
156
sessions
157
Kick-off your communication culture
Wrapping up
158
To train
160
or
not to train?
The uncontrolled
162
Analysis phase
163
Real-life analysis scenarios Back to square
Scope
creep
163
one
163
sneaking in
164
No issues, no risks
Analyze what? Go for interim analysis deliverables Managing scope creep during the Analysis phase by of Fit/Gap Analysis Do not forget about data migration Interact with the infrastructure
department
The
Design phase we really need a Design phase? The risk of a passive Design phase All activity in the Sure Step Design phase Do
We
are
implementing
a
standard package solution
164 166 means
168 171 171 171
172 172 172 173
From requirements to design Document and implement
173
Initiate
175
testing
Interact with the infrastructure department Don't give up on data migration Start
planning
the
deployment
The
173 175 175
176
Development phase Developers only? Develop and freeze custom code Complete the testing
176
Last call for
178
changes
Can process models still
change?
Start finalizing Finalize system configuration and ISV solution setup Finalize design updates
176 177 177 179
179 179
179
Hand
The
over
non-production
environments
What is critical for
a
successful
Trainers, evangelists Conduct end-user
Compose
for
180
181
Deployment phase
deployment?
change
181
181 182
training
the trainer team
182
What about the data?
182
The
as
183
Your continued
184
the user acceptance test key user interaction will now pay off Early planning and commitment making the difference
go-live
The focus of the user
acceptance test
Document and analyze the results
Execute
performance
184 184 185
185
tests
Infrastructure readiness
185
Check and
186
cross
check
187
Ready to take off The Operation phase Provide
Some Clear
187 187
post-go-live support
things
to do
188
pending
items
188
Finalize
knowledge transfer Conduct performance tuning Transition the solution to
188 and
optimization
support
To close or not to close? Closing—a nice little job? Building it up
189 189
189 189
189
The core challenge
190
Sign please!
190
Agile Implementation project type Summary
190
References
196
The
195
Chapter 6: Quality Management and Optimization
1j)7
Quality management manifestation in Sure Step Quality control within the project types Quality activities embedded in program management Key quality and testing cross-phase activities The Sure Step Optimization Offerings Roadmap
198
Technical review
offerings
199 199 200 205 206
Architecture Review
207
Design Review
208
Customization Review
209
Performance Review
211
Upgrade Review
212
Health Check
214
Project oversight with the Project Governance and Delivery Review offering Project
How customers and service
215 215
Governance and Delivery Review
providers
can
benefit from the
optimization offerings Summary
217
References
220
220
Chapter 7: Upgrading with Sure Step Upgrade assessment and the diagnostic phase The Upgrade Assessment Decision Accelerator offering When to use the other Decision Accelerator offerings Determining the
upgrade approach
and release schedule
the
221 221 222 225 226
228
Delivering upgrade The Analysis and Design phases The Development, Deployment, and Operation phases
