Lipi Sarkar - Building a Digital Future

1 Cover

2 Title Page Building a Digital Future A Transformational Blueprint for Innovating with Microsoft ® Dynamics 365 LIPI SARKAR VINNIE BANSAL

3 Copyright Copyright © 2021 by Lipi Sarkar and Vinnie Bansal. All rights reserved. Published by John Wiley & Sons, Inc., Hoboken, New Jersey. Published simultaneously in Canada. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, (978) 750-8400, fax (978) 750-4470, or on the web at www.copyright.com . Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) 748-6011, fax (201) 748-6008, or online at http://www.wiley.com/go/permission . Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages. For general information on our other products and services or for technical support, please contact our Customer Care Department within the United States at (800) 762-2974, outside the United States at (317) 572-3993 or fax (317) 572-4002. Wiley also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic formats. For more information about Wiley products, visit our web site at www.wiley.com . Library of Congress Cataloging-in-Publication Data is Available: ISBN 9781119747116 (Hardcover) ISBN 9781119747161 (ePDF) ISBN 9781119747154 (ePub) Cover Design: Wiley Cover Image: © VAlex/Shutterstock

4 Foreword

5 Preface Who Will Find This Book Useful and Why? Scope and Structure of the Book

6 Acknowledgments

7 About the Contributors

8 PART I: Digital Transformation with Dynamics 365 CHAPTER 1: Digital Transformation andthe Case for Change Change, Change, Change Digital Transformation: Key Drivers Digital Transformation: Disrupt or Be Disrupted Digital Transformation with Dynamics 365 Summing Up 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 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 Accelerating Organizational Capability and Driving Efficiency Moving from Reactive to Proactive with IoT Integration Improving Experiences with Chatbots and Natural Language Processing Summing Up

9 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 Process Shift Governance and Control Summing Up Notes CHAPTER 5: Program Readiness Plan Before You Leap Define Program Benefits and Outcomes Knowing Your Business Processes Pre-Project Communication Digital Leadership Selecting an Implementation Partner Preparation and Readiness Before Program or Project Kick-Off Summing Up 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 Gain Meaningful Digital Insights for Change Embedding Required Cultural Transformation in the Organization Measuring User Adoption, Key Performance Indicators, and Benefits Realization Measure Benefits Realized Post Go-Live Summing Up Notes CHAPTER 7: Fundamentals of Executing a Successful Dynamics 365 Project Effective Communication Importance of Design Thinking, UX Design, and Customer Journey Mapping Establishing Clear Design Principles at the Outset Shortening Project Timescales Through Empowered Decision Making and Collocated Teams Pragmatic Approach to the Agile Implementation of Dynamics 365 Incorporating Traditional Planning Approaches with the Flexibility of Agile and Scrum Embrace Change: Deliver to Time and Budget Summing Up

10 PART III: Driving Innovation and Improvements with Dynamics 365 CHAPTER 8: Makers and Shakers of Dynamics 365 Transformation Project Charter: Roles and Responsibilities Critical Role of the User on a Dynamics 365 Project Understanding of Value to Use Delivering Value and Getting an Equitable Return Why Users Should Create Dynamics 365 Documentation Role of Microsoft Customer Success Manager Leverage Your Community Summing Up Notes CHAPTER 9: What Does Post Go-LiveLook Like? The Windows: Planning for Operations Manage Your Dynamics 365 Operations? Best Practices for Dynamics 365 Operations Value Add with Continuous Innovation Managing Your Product Backlog Post Go-Live Summing Up Note CHAPTER 10: Dynamics 365 Support and Continuous Improvement Recommendation for the Dynamics 365 Business Team Recommendations for the Dynamics 365 Application Support Technical Team How to Support Dynamics 365 Implementation How to Continuously Improve Benefits Realization Continuing Culture of Digital Transformation Summing Up Notes

11 PART IV: Appendices APPENDIX A: Success Enablers for Dynamics 365 Implementation Microsoft Lifecycle Services Azure DevOps Regression Suite Automation Tool 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 Getting Started with FastTrack

12 Index

13 End User License Agreement

1 PrefaceFIGURE 1 Digital Transformation Timeline

2 Chapter 1FIGURE 1.1 Digital Transformation into Four Areas of Customer Focus FIGURE 1.2 Three Stages of Digital Journey

3 Chapter 2FIGURE 2.1 Microsoft Power PlatformFIGURE 2.2 Combination of Dynamics 365 Power Platform with other components...

4 Chapter 3FIGURE 3.1 Dataflows and Self-Service Data PrepFIGURE 3.2 Choose the Right Algorithm

5 Chapter 4FIGURE 4.1 Identify the Blind SpotFIGURE 4.2 Eight-Step Change Model by John Kotter

6 Chapter 6FIGURE 6.1 Prosci 2020 Benchmarking DataFIGURE 6.2 DX Enablement Roadmap: From Digital Explorer to Digital Player...FIGURE 6.3 High-Level DX Cycle Within the Apollo TeamsFIGURE 6.4 How to Succeed in DX: Uncertainty-Busting MatrixFIGURE 6.6 Metric Quadrants

7 Chapter 7FIGURE 7.1 Empathy MapFIGURE 7.2 The PDCA Model

8 Chapter 9FIGURE 9.2 Updates Are Delivered per Year in the Following Cycle.FIGURE 9.3 Change Governance Structure

9 Chapter 10FIGURE 10.1 Example of an Application Support TeamFIGURE 10.5 Simplified Process Flow of Business Teams and Applications Team...FIGURE 10.6 Example of a Plan and Simplified CycleFIGURE 10.7 Example of Requirements of Business Teams