Case study
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Background
Liberty’s Delightful Sinful Bakery & Café is a baked goods company headquartered in Denver, Colorado. The company has 200 locations around the United States.
Contoso, Ltd. purchases a majority stake in Liberty’s. As part of this acquisition, Contoso, Ltd. plans to implement Dynamics 365 Finance, Dynamics 365 Supply Chain Management, and Dynamics 365 Retail to support the rapid future growth. Streamlined business processes will be implemented to replace manual processes and Microsoft Excel.
Contoso, Ltd. already has 10 legal entities that use all Dynamics 365 modules in a single tenant. Liberty’s will exist within the Contoso, Ltd. tenant as its own legal entity and Lifecycle Services (LCS) project. All environments are cloud based.
Current environment: General
Contoso, Ltd. uses One Version for detailed regression test planning. The testing plan is fully automated by using the Regression Suite Automation Tool (RSAT). There is a standardized set of core business processes in a single Business Process Library and functionality-specific business process libraries for the various Contoso, Ltd. businesses.
Current environment: Environments
The following links are used to connect to Contoso, Ltd.’s environments:
Microsoft SharePoint: https://Libertys.sharepoint.com
Dynamics 365: https://LibertysAos.cloudax.dynamics.com
Microsoft Azure Dev Ops: https://Libertys.visualstudio.com
Microsoft Office 365: https://Libertys-my.sharepoint.com
The company uses the following Dynamics 365 version: 10.0.6/Update 30.
Current environment: Operations
Excel is used extensively by Liberty’s and there are many experienced Excel users in the organization. Many users have altered the existing Excel sheets for their own purposes. There is no standard Excel workbook template.
Current environment: Current Workflows
Requirements: Business Processes/LCS
Liberty’s needs to leverage as many existing Contoso, Ltd.’s business processes as possible to shorten the implementation lifecycle and create similarities between the organizations. There will be one master business process library for Liberty’s. There are 100 user acceptance testing scripts. Fourth Coffee is one of Contoso, Ltd.’s legal entities.
Liberty’s has a business process library that contains a specific set of functionality. Liberty’s would like to use as an existing node in their core business process library.
Sales discounts for high-volume customers must be calculated by using predefined Excel templates. Sales team members must be able to access the template directly from the sales order form.
Requirements: Data Import/Export
Any Excel templates need to be standardized and easily accessible. The integrity of shared templates must be strictly maintained.
After the implementation, the core Liberty’s team needs to be empowered to further identify future value-add opportunities for interacting and manipulating their data as future phase initiatives. Once they understand the data structures and capabilities, they need to start creating their own templates that meet their specific needs.
Requirements: Workflow
A workflow to streamline the feedback of the customer experience is critical. Any negative experience needs to be quickly addressed. Any steps to rectify the customer concerns are handled offline at the discretion of regional managers.
As the company grows, customer history of vendor direct delivery performance must be documented to assure stakeholders that the company is monitoring vendor performance. Any actions to rectify the customer concerns must be approved prior to execution.
Requirements: Go Live/Cutover
Go Live date: October 1.
Cutover: Seven days before go live with daily delta imports occurring nightly. This process has been fully vetted and is operating properly.
Data Packages to migrate: Two.
Data Imports: Six hours total for all imports.
Performance testing: Liberty’s team system administrator reports that they are not planning to conduct performance testing.
Requirements: Software updates
The customer cannot take updates during their busy season from November 1 – December 31. Any system downtime requires a notification to the users through the proper application management tool. 100% of user acceptance testing is required for any system update.
The first official update to the live software will be the third week of October.
Requirements: Regression testing
There will be no dedicated regression testing team after going live. They are dedicated prior to go live and anything that can be done to virtually eliminate the overhead of regression testing will be done prior to go live.
Requirements: Workspaces
A standard workspace will be assigned to each regional manager. The workspace will show the following information for stores associated with a regional manager:
Single detailed view of multiple components of their sales data
KPIs for regional sales goals
Drill down capabilities to inquire about the data
Any direct delivery special orders
Any negative inventory items
Regional managers may personalize workspaces as needed.
Issues
The current Open in Excel templates option on the All Customers form is missing several fields. It also contains several additional fields. This form must be replaced.
There was an issue with agreeing upon a supplemental organizational hierarchy used for sales reporting at go live. This hierarchy is exclusively for reporting purposes.
Customer surveys are conducted by using open-ended emails or in store comment cards from the regional managers at random. This process makes it difficult to consistently analyze satisfaction metrics.
There is a concern that there will be something that pops up stopping the go live. A list must be compiled describing notable risk points.
A regional manager is asked to review a direct delivery sales order to determine whether it was created correctly in a test environment. The regional manager trainer cannot see the sales order in question by using the direct delivery sales order link in the user’s workspace.
Liberty’s instance goes live successfully. In preparation for the first update, several business scenarios were reported as failing in the validation testing. You are working with Microsoft support and reviewing potential fixes to address the issues.
A.
