Session 1: Customer Solutions with Sure Step

Created by: Aditya Mohan Director, Partner Product ManagementMicrosoft Corporation

SURE STEP INTRODUCTION

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Today’s Marketplace: Situational Analysis

• Differentiation/brand recognition

• Leads are drying up • Budget is at premium;

talent is still key• Operational efficiency is

more critical today• Economic uncertainty =

Excess resources

• Customers want a partner they can trust

• Need a partner with excellent soft-skills AND technical acumen

• Economic uncertainty = Longer decision timelines

Customer Partner

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3 Guiding Principles to ensure Customer Delight!

1. Improve Collaborationa) With Customer b) Within the Project Team

2. Increase Productivitya) Using tools and templates

to be more productive3. Increase Customer

Satisfactiona) Visibilityb) Control c) Confidence in their

investment

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Sure Step Overview

• Customer lifecycle engagement methodology

• Provides partners with comprehensive sales through delivery guidance

• Framework for agreed upon partner and customer engagement model

• For all Microsoft Dynamics® solutions

For Partners Improved Collaboration Increased Profitability Enhanced Customer Satisfaction

For Prospect and Existing Customers Confidence Control Visibility

Value Proposition

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Microsoft Dynamics Sure Step Demo

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Diagnostic Preparation & the 7 Decision Accelerators

1. Requirements and Process Review2. Fit Gap and Solution Blueprint3. Architecture Assessment4. Scoping Assessment5. Proof of Concept6. Business Case7. Upgrade Assessment

Critical Offerings

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Customer Needs Analysis: Diagnostic Preparation

Questions for Customer:• What are my business needs?• Does a Microsoft Dynamics ERP solution fit

my business needs?• How will my business work with this new

system?• How will a Microsoft Dynamics ERP solution

scale to meet my needs?• How much should I budget for an

implementation?• How do I justify to management the

implementation's benefits vs. costs?

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Opportunity Briefing Overview

Internal Partner Research

• The customer’s general need for a business solution

• Current system and the reason for changing it

• Current master data and transaction volume

• Number and type of users• Timeline for an implementation• Whether a budget is available• With what competitors is the customer

engaging

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Requirements and Process Review

Critical Offerings

MSSP Stages

Review current processes to determine the requirements for the future state.

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Fit Gap and Solution Blueprint

Critical Offerings

MSSP Stages

Determine how effectively the customer’s requirements fit with the proposed Microsoft Dynamics solution. This is a critical offering.

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Architecture Assessment

Critical Offerings

MSSP Stages

Confirm the architectural design for the Microsoft Dynamics solution. This is a critical offering.

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Scoping Assessment

Critical Offerings

MSSP StagesEstimate high-level cost and resource plan to deploy the Microsoft Dynamics solution. This is a critical offering.

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Proof of Concept

Critical Offerings

MSSP Stages

Validate requirements with customer's sample data. If the customer requires solutions from a Microsoft partner to fulfill its needs, a proof of concept also lets the customer try those solutions.

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Business Case

Critical Offerings

MSSP Stages

Prepare a solid business case for implementation of the Microsoft Dynamics solution.

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Scoping the Project & SHOW ME

• Determine scope and risk• Review Scoping Assessment Delivery

Guide• Review previous decision accelerators• Determine implementation scope• Complete the Dynamics Scoping

Worksheet• Use the Microsoft Dynamics Costing

Worksheet

During this phase, you will:

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Planning the Project & SHOW ME

• Guide the customer toward the most efficient implementation process and project type

• Different ways to deliver an implementation:• Standard• Agile• Enterprise• Rapid• Upgrade

During this phase, you will:

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Successful Positioning & Selling: Key Activities

• Examine how to prepare and plan for the Diagnostic Phase

• Decide, plan, and deliver the decision accelerators

• Identify and define the scope for the project based on results from decision accelerators

• Guide the customer toward the most efficient implementation process and project type

• Produce time and cost estimates for the project

• Plan the resources for the project• Plan for risks• Create a project proposal• Achieve customer sign-off

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Next Steps

• Ensure that project planning is updated.• Examine how to prepare for and conduct a

kickoff meeting with the customer.• Determine if key user training prior to

determining business requirements is a necessity.

• Create a training plan.• Understand the process of detailed business

analysis.• Identify and document the gaps out of the

workshop review documents.• Examine how to handle issues in your project.• Learn how to control scope creep by

implementing proposal management.

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Review Solution Design

• Functional Design Documents (FDD) for Fits (Configurations)

• Functional Design Documents (FDD) for Gaps (Customizations) • FDDs for Requirements identified as

Gaps in the Standard Solution • FDDs for Integration and Interface

Requirements • FDDs for Data Migration

Requirements • Technical Design Documents (TDD) • Solution Design Document (SDD)

Different combinations used based on project type and needs

Deliverables include:

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FRD to Design Document Flow

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Risks versus Issues

Risk IssueA potential (future) event that may have a detrimental affect on time cost, quality and deliverables.

Risk represents uncertainty(something might affect performance and have an impact on the project)

An unpredicted (current) event that requires a decision otherwise a negative affect on the project may result.

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Issue Management

• Manage issues proactively• Make issues visible• Consider impact:

• Legal• Contractual

• Consider impact on project:• Scope• Timeline• Budget

• Templates:• Implementation Issue Entry Form• Issue List

Important Considerations

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Issue Management Process

1. Identify issue2. Document issue3. List issue4. Analyze issue5. Determine priority6. Plan and communicate activities7. Update project planning8. Assign resources9. Follow up on issue10.Prove and communicate the resolution of

issues11.Close issue

Steps

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Project Monitoring

① Proposal Management• Manage project scope• Document, analyze, and approve scope

changes• Change Request Form

② Manage Change Requests• Application consultant• Detailed analysis

③ Review and Approve Change Requests• Review with team members• Review with customer• Finalize in to project plan• Inform team members of new schedule

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Tollgate Review

• Recommended due to tendency to quickly slip into the next phase of a project 

• May vary based on project type and needs

• Project quality element• Occurs at the end of each phase• Tollgate Review presentation

• Prepared by the Project Manager • Presented to the customer

Overview