For most companies, the road to go-live is something like an off-road marathon: you arrive at the finish line exhausted, with little energy for the immense challenges that come next. The reality? Go-live is just the beginning of an even bigger journey, where you must continuously focus on maximizing the business value from your Microsoft Dynamics NAV investment and get your company performing at its best. As your business continues to grow and evolve, your Dynamics NAV system needs to evolve as well. In this session you will learn how to create a Dynamics NAV support and governance model that ties directly into this dynamic. We will teach you about the three pillars of an effective support strategy – the keys to a successful ERP journey: Application and System Support and Governance, End-User Support and Proficiency, and Continuous Process Improvement. Participants will never look at their Dynamics NAV implementation the same way and will return to their organizations with fresh perspectives on driving more business value from these critical systems.

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LDR15
Closing the Gap: Continue Getting More Out
of Your Microsoft Dynamics NAV System

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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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17. 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
Finance
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8
6
4
2
0
Jobs
Manufacturing
Distribution Warehouse
Current KPI Target KPI
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Business value opportunities

21. Using KPIs to drive performance improvement
Example: Month-end close
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• 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
Report status,
review progress
(stakeholder
engagement)
Deploy, Train &
Document
• 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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25. 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
townhall@navug.com
• Download slides and resources from navug.com >
NAVUG Summit 2014 community
• Visit the I Love NAV booth 942
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