The dramatic events of 2020 have clarified the urgent need for digital transformation in countless organizations.
The rise of remote work and the rapidly increasing use of cloud technologies are just two drivers of the relentless pace of digital disruption. Despite this, many companies remain underequipped or hesitant to embrace digital transformation. Understanding the key drivers of change and leveraging the powerful capabilities from technologies with a collaborative platform can aid an organization to prepare for digital transformation. Building a Digital Future provides a clearly defined roadmap for executing this change with Microsoft Dynamics 365.
Firms of all types and sizes will learn how Microsoft Dynamics 365 can help them:
- achieve competitive advantages for their business
- reduce the time needed to effect change by automating time-consuming tasks
- drive innovation and improvements through an evergreen system post implementation
Each chapter of this book is curated with best practices, compelling customer examples, pitfalls to avoid, and salient points to remember. Building a Digital Future enables organizations to truly embrace the benefits of digital transformation by anchoring Microsoft Dynamics 365 at the core of their business. Perfect for any business leader looking for a one-stop and comprehensive playbook for transforming their business into a digital powerhouse with Dynamics 365.
Table of Contents
Foreword xiii
Preface xv
Acknowledgments xxi
About the Contributors xxv
Part I Digital Transformation with Dynamics 365 1
Chapter 1 Digital Transformation and the Case for Change 3
Change, Change, Change 4
Digital Transformation: Key Drivers 6
Digital Transformation: Disrupt or Be Disrupted 11
Digital Transformation with Dynamics 365 14
Summing Up 17
Notes 18
Chapter 2 Capabilities for Transforming Your Business with Dynamics 365 21
A Platform for Change and Transformation 23
How to Drive Business Efficiencies 28
Data Platform: The Secret Sauce 29
Business Process: Simplification, Standardization, and Automation 31
Is There a Choice: Cloud or On-Premise? 34
Summing Up 36
Notes 37
Chapter 3 The Power of the Microsoft Platform 39
Rise of the Citizen Developer: Improving Productivity with the Power Platform 41
Building Custom Apps with Power Apps 42
Resources and Community Groups 44
Using Power BI to Create a Data-Driven Culture 46
Accelerating Organizational Capability and Driving Efficiency 51
Moving from Reactive to Proactive with IoT Integration 55
Improving Experiences with Chatbots and Natural Language Processing 60
Summing Up 62
Part II Blueprint for Executing a Successful Dynamics 365 Project 73
Chapter 4 Five Cornerstones of Digital Transformation 75
Strategic Shift 76
Cultural Shift 78
Shift in People’s Mindset 82
Process Shift 90
Governance and Control 92
Summing Up 95
Notes 96
Chapter 5 Program Readiness 97
Plan Before You Leap 98
Define Program Benefits and Outcomes 100
Knowing Your Business Processes 100
Pre-Project Communication 103
Digital Leadership 103
Selecting an Implementation Partner 107
Preparation and Readiness before Program or Project Kick-Off 109
Summing Up 112
Notes 113
Chapter 6 Deep Dive: Organizational Change Management for Dynamics 365 and dx 115
Failings of Tactical OCM 118
Why Invest in Strategic OCM Before Starting the Project 120
Organization After Implementation and Role Change 123
Gain Meaningful Digital Insights for Change 128
Embedding Required Cultural Transformation in the Organization 131
Measuring User Adoption, Key Performance Indicators, and Benefits Realization 133
Measure Benefits Realized Post Go-Live 137
Summing Up 138
Notes 140
Chapter 7 Fundamentals of Executing a Successful Dynamics 365 Project 141
Effective Communication 142
Importance of Design Thinking, UX Design, and Customer Journey Mapping 144
Establishing Clear Design Principles at the Outset 149
Shortening Project Timescales through Empowered Decision Making and Collocated Teams 152
Pragmatic Approach to the Agile Implementation of Dynamics 365 156
Incorporating Traditional Planning Approaches with the Flexibility of Agile and Scrum 159
Embrace Change: Deliver to Time and Budget 161
Summing Up 164
Part III Driving Innovation and Improvements with Dynamics 365 175
Chapter 8 Makers and Shakers of Dynamics 365 Transformation 177
Project Charter: Roles and Responsibilities 178
Critical Role of the User on a Dynamics 365 Project 182
Understanding of Value to Use 185
Delivering Value and Getting an Equitable Return 186
Why Users Should Create Dynamics 365 Documentation 187
Role of Microsoft Customer Success Manager 192
Leverage Your Community 196
Summing Up 199
Notes 200
Chapter 9 What Does Post Go-Live Look Like? 201
The Windows: Planning for Operations 202
Manage Your Dynamics 365 Operations? 203
Best Practices for Dynamics 365 Operations 208
Value Add with Continuous Innovation 209
Managing Your Product Backlog Post Go-Live 218
Summing Up 223
Note 224
Chapter 10 Dynamics 365 Support and Continuous Improvement 225
Recommendation for the Dynamics 365 Business Team 227
Recommendations for the Dynamics 365 Application Support Technical Team 229
How to Support Dynamics 365 Implementation 232
How to Continuously Improve 236
Benefits Realization 244
Continuing Culture of Digital Transformation 245
Summing Up 248
Notes 249
Part IV Appendices 257
Appendix A Success Enablers for Dynamics 365 Implementation 259
Appendix B Microsoft FastTrack for Dynamics 365 275
Index 295
