Оглавление
Lipi Sarkar. Building a Digital Future
Table of Contents
List of Illustrations
Guide
Pages
Additional praise for Building a Digital Future
Building a Digital Future. A Transformational Blueprint for Innovating with Microsoft® Dynamics 365
Foreword
Preface
Who Will Find This Book Useful and Why?
Scope and Structure of the Book
Acknowledgments
About the Contributors
PART I Digital Transformation with Dynamics 365
CHAPTER 1 Digital Transformation andthe Case for Change
Change, Change, Change
Digital Transformation: Key Drivers
Rising Customer Expectations
Speed Is More Important Than Ever
Customer Insight Continues to Be Essential
AI Is Front and Center
Digital Transformation Facts
Digital Transformation: Disrupt or Be Disrupted
Phases of Digital Transformation
Are You Digitally Ready?
Digital Transformation with Dynamics 365
Summing Up
Digital Future Checklist:
Notes
CHAPTER 2 Capabilities for Transforming Your Business with Dynamics 365
A Platform for Change and Transformation
How to Drive Business Efficiencies
Data Platform: The Secret Sauce
Business Process: Simplification, Standardization, and Automation
Is There a Choice: Cloud or On-Premise?
Summing Up
Digital Future Checklist: Capabilities for Transforming Your Business with Dynamics 365
Notes
CHAPTER 3 The Power of the Microsoft Platform
Rise of the Citizen Developer: Improving Productivity with the Power Platform
Building Custom Apps with Power Apps
Resources and Community Groups
Using Power BI to Create a Data-Driven Culture
Solution Components
Accelerating Organizational Capability and Driving Efficiency
Intelligent Automation
Moving from Reactive to Proactive with IoT Integration
Improving Experiences with Chatbots and Natural Language Processing
Summing Up
Digital Future Checklist
Customer Stories. ETIHAD REACHES NEW HEIGHTS WITHMICROSOFT DYNAMICS 365 AND CUSTOMERSERVICE OMNICHANNEL CAPABILITIES. Challenge
Solution
Outcome and Benefits
G&J PEPSI LEVERAGING THE CAPABILITIES OF LOW-CODE POWER APPS DRIVEN BY POWER AUTOMATE INTEGRATING WITH POWER BI SOLVING BUSINESS CHALLENGES. Challenge
Solution
Outcome and Benefits
HEATHROW AIRPORT INSPIRES EMPLOYEE ENGAGEMENT WITH MICROSOFT POWER APPS. Challenge
Solution
Outcome and Benefits
TIVOLI GARDENS USES DYNAMICS 365 CUSTOMER INSIGHTS TO DESIGN VISITOR EXPERIENCES THAT ENCOURAGE LONGER STAYS AND MORE VISITS. Challenge
Solution
Outcome and Benefits
PART II Blueprint for Executing a Successful Dynamics 365 Project
CHAPTER 4 Five Cornerstones of Digital Transformation
Strategic Shift
Cultural Shift
Shift in People's Mindset
Baselining and Mapping Skillset
Gradings
Gaps
Avoiding Long-Term Overload
Setting Expectations
Beginning Organizational Change Management
Process Shift
Governance and Control
Summing Up
Digital Future Checklist
Notes
CHAPTER 5 Program Readiness
Plan Before You Leap
Define Program Benefits and Outcomes
Knowing Your Business Processes
Pre-Project Communication
Digital Leadership
Are the Executives Ready for This?
Do They Understand Their Roles and Responsibilities?
Risk Factors with the Leadership Team
Selecting an Implementation Partner
Preparation and Readiness Before Program or Project Kick-Off
People: Temperature Check
Process: Documentation Check
Summing Up
Digital Future Checklist
Notes
CHAPTER 6 Deep Dive: Organizational Change Management for Dynamics 365 and DX
Failings of Tactical OCM
Why Invest in Strategic OCM Before Starting the Project
Organization After Implementation and Role Change
Changes to the Organization Due to ERP/CRM
Changes to the Organization Due to DX. Apollo DX Teams
Apollo DX Ecosystem
Gain Meaningful Digital Insights for Change
Embedding Required Cultural Transformation in the Organization
Measuring User Adoption, Key Performance Indicators, and Benefits Realization. Measuring Business Value Archetype
Metrics and Data-Driven Culture
Measure Benefits Realized Post Go-Live
CX for DX a New Measurement
Summing Up
Organizational Change Management for Dynamics 365 and DX. Digital Future Checklist:
Notes
CHAPTER 7 Fundamentals of Executing a Successful Dynamics 365 Project
Effective Communication
Importance of Design Thinking, UX Design, and Customer Journey Mapping
Benefits of Design Thinking
Using Design Thinking, Lean, and Agile Together
What Tools Can Be Used to Help With Design Thinking?
Establishing Clear Design Principles at the Outset
Mistakes to Avoid
Shortening Project Timescales Through Empowered Decision Making and Collocated Teams
Self-Organizing Teams
Speeding Up Feature Development
Supporting a Feature Team Perspective
Development Cycles
Iteration Review and Planning
Integration and Build
Trust
Communication
Documentation and Planning
Culture
Pragmatic Approach to the Agile Implementation of Dynamics 365. What Is Agile Project Management?
Principles of Agile Project Management
Why Use Agile Project Management?
Incorporating Traditional Planning Approaches with the Flexibility of Agile and Scrum
Embrace Change: Deliver to Time and Budget
A Different Approach
In Conclusion
Summing Up
Digital Future Checklist
Customer Stories. HICKORY FARMS OPTIMIZES SEASONAL SALES AND CUSTOMER SERVICE USING DYNAMICS 365. Challenge
Solution
Outcome and Benefits
STE. MICHELLE WINE ESTATES CRAFTS PREMIUM CUSTOMER EXPERIENCES WITH DYNAMICS 365 COMMERCE. Challenge
Solution
Outcome and Benefits
IN SEARCH OF FLEXIBILITY, AGILITY, AND PROVIDING A FOUNDATION FOR BUSINESS GROWTH, TILLAMOOK MOVED FROM MICROSOFT NAVISION TO DYNAMICS 365 FOR FINANCE AND OPERATIONS. Business Challenge
Solution
Outcome and Benefits
BREVILLE EXPANDS CULINARY EXPERIENCES BY ENTERING NEW MARKETS 80% FASTER. Challenge
Solution
Outcome and Benefits
PART III Driving Innovation and Improvements with Dynamics 365
CHAPTER 8 Makers and Shakers of Dynamics 365 Transformation
Project Charter: Roles and Responsibilities
Accountability and the Roles in the Project
How the Project Charter Will Help Underline Responsibilities and Accountability
Critical Role of the User on a Dynamics 365 Project
User Engagement
Measuring User Experience
Customer Perspective Adds Value to the Project
Prepare Interactions with Stakeholders to Get the Best Value. Generate a Comprehensive List of Value Elements
Gather Data
Validate the Model and Understand Variance in the Estimates
Understanding of Value to Use
Guiding the Development of New or Improved Products and Services
Sustaining Stakeholder Relationships
Delivering Value and Getting an Equitable Return
Customer Experience (CX) Is Key to Acceptance and Engagement
Why Users Should Create Dynamics 365 Documentation
What Are the Essential Elements of Great User Documentation?
Role of Microsoft Customer Success Manager
Why Does Microsoft Have This Role?
Envisioning
Onboarding
Driving Value
Leverage Your Community
Summing Up
Digital Future Checklist
Notes
CHAPTER 9 What Does Post Go-LiveLook Like?
The Windows: Planning for Operations
Manage Your Dynamics 365 Operations? IT?
IT and Applications Support?
Infrastructure Management and Monitoring
Security
Integration (Data and Applications)
Batch
Devices
System Performance
Data Performance
Best Practices for Dynamics 365 Operations
Value Add with Continuous Innovation
Platform Updates
Can We Customize and Extend Dynamics 365?
What Does This Mean to Us?
Dynamics 365 Upgrades
Azure Innovation
Power Platform Innovations
How Do the Applications Work Together?
Key Considerations for Dynamics 365 Platform and Application Update Cycle
Managing Your Product Backlog Post Go-Live
Incident Management: 3 W's
Managing Dynamics 365 Change Backlog
How to Manage Change Requests
Summing Up
Digital Future Checklist
Note
CHAPTER 10 Dynamics 365 Support and Continuous Improvement
Recommendation for the Dynamics 365 Business Team
Responsible across levels for:
Recommendations for the Dynamics 365 Application Support Technical Team
How to Support Dynamics 365 Implementation
How to Continuously Improve
Review the Changes Periodically
Build in Data Checks
Objective
Outputs
User Groups and Communities
Benefits Realization
Continuing Culture of Digital Transformation. Keeping the Culture
Making Best Use of Your Dynamics 365 to Empower People
Instilling the Right Habits
Summing Up
Digital Future Checklist
Notes
Customer Stories. SCANIA, A DIVISION OF THE TRATON GROUP, EMPOWERS WORKFORCE, ACCELERATES SHIFT TO DIGITAL TRANSFORMATION, AND IMPROVED PRODUCTIVITY WITH MICROSOFT DYNAMICS 365. Business Challenge
Solution
Outcome
VIRGIN ATLANTIC EASILY CREATES CUSTOM-BUILT MOBILE APPLICATIONS WITH MICROSOFT POWER APPS AND DYNAMICS 365. Challenge
Solution
EUROPEAN PARALLEL DISTRIBUTION COMPANY ABACUS MEDICINE SUSTAINS ITS RAPID GROWTH WITH MICROSOFT DYNAMICS FINANCE AND OPERATIONS AND MICROSOFT POWER PLATFORM. Challenge
Solution
Outcome and Benefits
PART IV Appendices
APPENDIX A Success Enablers for Dynamics 365 Implementation
Microsoft Lifecycle Services
Main Users of LCS
Main Uses of LCS
More Details on LCS
Projects
Phases
Tools
Azure DevOps
Helping to Plan Developments/Changes
Developing the Application(s)
Delivering the Changes
Operating (Managing) the Applications and Their Environments
Azure Boards Support Team Collaboration
Azure Test Plans, Business Process Modeler Tool, Task Recorder, and RSAT Support Effective Testing
Other Azure DevOps Services. Azure Pipelines
Azure Repos
Regression Suite Automation Tool
Unit and Component Testing
What Is the RVP?
Power Platform
How Do Azure DevOps, Lifecycle Services, RSAT, and Power Platform Complement Each Other?
Notes
APPENDIX B Microsoft FastTrack for Dynamics 365
Success by Design
Success by Design Phases
Success by Design Workshops
Solution Blueprint Review Workshop
Implementation Workshops
Go-Live Readiness Assessment
Findings and Recommendations
Project Closure
Getting Started with FastTrack
Customer Story. MICHAEL HILL ENHANCES INVENTORY AND INCREASES SALES WITH MICROSOFT DYNAMICS 365. Challenge
Solution
Outcome and Benefits
Index
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