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LDR15

Closing the Gap: Continue Getting More Out

of Your Microsoft Dynamics NAV System

#NAVUGsummit

Elliot Fishman

CEO, Catapult

elliot@catapulterp.com

Catapult is the #1 choice for managed services and long-term support for midsize

organizations running Microsoft Dynamics NAV and CRM. Our proactive support

framework and managed services guarantee sustainable business performance

improvement driving tangible benefits where your business needs it the most.

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Why did you implement NAV?

• Replace poorly performing solution

• Address new business needs

• Process control and governance

• Improve KPIs

• Improved data visibility

• ERP implementation is a heart transplant!

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Agenda

• NAV system maintenance

• End user proficiency

• Continuous improvement

• Support and sustainment models

• Your partner and you

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Typical ERP Lifecycle

Risks

• Budget exhaustion

• Emotional exhaustion

• Loss of confidence

• Forgetting the vision

• No impact measurement

• Productivity maxes out early

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Continuous Improvement Model

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Benefits

• Better resource allocation

• Change becomes the norm

• Happy users

• Measurable improvement

• Less disruption

• Business alignment

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MAINTAINING YOUR INVESTMENT

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Basic NAV Maintenance Tasks

• Apply system hot fixes, updates and rollups

• Monitor application, server and database logs

• Manage hardware/VM resources

• Monitor and manage integrations

• Manage backup and disaster recovery strategy

• Manage development and test environments

• Manage deployment cycles

• Troubleshoot and resolve issues

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Best Practice Maintenance Plan

• Break-fix support is expensive!

• Required skills understood• NAV maintenance ≠ Network administration

• Accountabilities defined

• Tasks scheduled

• Allocate time (and resources) to test

• Status reports filed

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USER PROFICIENCY

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Turning NAV Newbies into Ninjas

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Proactive Outreach

• Identify SMEs, coaches• Training for trainers

• Set connection rhythm

• Reflection, sharing

• Coaching is critical

• Focus on• Stuck points

• Frustrations

• Knowledge gaps

• Confidence

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Training

• Commit to formal training

• Role-based curricula

• Build knowledge bases

• Test and certify users

• Use gamification

• Key resources• Microsoft online training

• Partner training (e.g. Qixas)

• NAVUG Academy

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Support Communities

• Large community, over 500,000!

• Participate and contribute!

• Community engagement plan

• Online resources:• Blogs• Discussion forums • Chapter meetings

• Knowledge bases

• Start a local meetup!

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Help Desk

• Local or partner hosted

• Define support processes

• Responsiveness is key

• Case management tools

• Microsoft support plans

• Set SLA metrics with users

• Document resolutions

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Governance

• Static or organic solution?

• User = constituent

• Functional/technical ownership

• Feedback loops• Suggestions• Requests• Business cases

• Community participation

• Funding model

• Continuous improvement plan

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CONTINUOUS IMPROVEMENT WITH NAV

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Why continuous improvement?

• Change is constant

• Implementation fatigue

• Growing “consumption gap”

• Revisit business case

• Avoid Phase 2 trap

• Drive business outcomes

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Ability of customers to adopt and consume capabilities

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Improvement Work Streams

• Solution enhancements• Modules, features• User experience• Security/control• Reports, analytics• Integrations

• Business process improvements• Diagnostics• Lean

• End-user proficiency ongoing • Staff turnover• Refresher training

• Strategic roadmap

• Communications

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Functional Diagnostics

0

2

4

6

8

10Finance

Jobs

WarehouseDistribution

Manufacturing

Current KPI Target KPI

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Business value opportunities

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Using KPIs to drive performance improvementExample: Month-end close

• Current state ~4+ weeks

• Underperforming KPI

• Customer invoicing slow – manual calculations and adjustments

• Manual expense entry

• Reports require manual intervention

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• Intermediate state ~3 weeks• KPI improving• Automate invoice creation for recurring billing• Supplier EDI integration, scan/OCR/import paper invoices• Office 365 expense entry portal• Automated reporting through ISV solution

• Target state <2 weeks• Desired outcome achieved• Users trained on new capabilities• Process documented with intermediate steps• Accountabilities understood• Office 365 SharePoint dashboard integration

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Stay Agile!

• Requirements and solutions evolve

• Collaborative and iterative

• Stay flexible to change

• Monthly or quarterly sprints

effective

• Maintain updated test

environment

• Deploy-Train-Feedback-Improve

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Sample Enhancement Backlog

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Continuous Enhancement Model

Compile Enhancement

Backlog

Create Monthly/Quarterly

Sprint Plan

Develop &

Test

Deploy, Train &

Document

Report status, review progress

(stakeholder engagement)

• Based on Lean and Agile principles

• Focus on the highest priority/value items

• Constant stakeholder engagement

• Built-in feedback loops

• Requires clear alignment with partner/development resources

• Not suitable for all types of enhancement initiatives• Upgrades

• Module rollouts

• Major integration/development

• Pause the cycle or establish parallel streams

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Sample NAV Support and Enhancement Model

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

System Monitoring

Updates/Rollups

Training

Upgrades Planning Upgrade

New capabilities Sprint 1 Sprint 2 Sprint 3 Sprint 4

Measurement

Strategic Planning

Responsive Support Ongoing

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PARTNER ROLES

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B4B Partner Models Will Replace B2B

• Users becoming focus of sales

• Still need to implement

• “Done” used to be go-live

• Industry stuck in L2 models

• L3 and L4 partners step into “customer responsible zone”

• XaaS business models

• New operating models• E.g. Managed services

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Resources

• NAV 2015 Upgrade eBook• http://www.catapulterp.com/nav-upgrade-guide/

• Contact Us

• Website: www.catapulterp.com

• Elliot Fishman (elliot@catapulterp.com)

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Thank You!

Don’t Forget:

• Complete your survey now

• Submit your questions for Microsoft to

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NAVUG Summit 2014 community

• Visit the I Love NAV booth 942

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