D365 Solution Design: Trusting Thyself in a Pit of Conniving Partners
Microsoft Dynamics 365 Finance and Operations (D365) is a robust enterprise resource planning (ERP) solution that empowers businesses to manage their financials, supply chain, and operations efficiently. However, customizing D365 to meet specific business requirements can often lead to invasive solutions proposed by ERP partners seeking to maximize billable hours. In this article, we will explore a more client-centric approach to a common customization scenario – the automatic assignment of priority to sales orders based on customer ABC codes.
The Business Challenge:
A business wishes to automate the assignment of priority to sales orders based on the ABC codes associated with customer accounts. The ABC codes categorize customers according to their spend and frequency, providing a basis for determining order priority. The challenge lies in implementing this customization in a way that minimizes total cost of ownership and avoids invasive changes that could complicate future upgrades.
| ABC Classification Primer |
ABC classification is a method used to categorize items, customers,
or other entities based on their importance or value. In the context
of customer records, ABC classification helps businesses prioritize
their customers and allocate resources more effectively. ABC
classification provides a systematic approach for businesses to focus
their efforts on the most valuable customers, ultimately improving
customer satisfaction and maximizing profitability. In this case,
customers were broken down as follows:
|
Layers Upon Layers Of Options - A Healthy Debate
The pursuit of process optimization in Microsoft Dynamics 365's dynamic environment frequently brings users to a fork between conventional, intrusive approaches and creative, non-disruptive solutions. As we analyze conventional methods, such as intrusive table extensions and batch job serenades, which are both frequently championed by ERP partners for reasons mostly attributable to it involves them getting paid for such. But to achieve efficiency without sacrificing flexibility, it is critical to present a non-intrusive substitute that leverages Dynamics 365's built-in advantages.
Partner Suggested Profit Driven Solution:
Invasive Table Extension
One common approach suggested by ERP partners involves an invasive table extension at the time of sales order creation. This solution requires looking up customer data to set the priority accordingly. While effective, it introduces changes directly into the core system, making it less adaptable to future updates and potentially increasing the cost of maintenance in checking for conflicts during future upgrades.
Batch Job for Set-Based Operation
Another proposed solution involves creating a batch job to update records in a set-based operation behind the scenes. While this approach is functional, it lacks efficiency and might lead to performance issues, especially as data volumes increase. Additionally, it introduces complexity and potential points of failure in the system.
Internal Pragmatic Solution:
A third, non-invasive approach involves leveraging the capabilities of Microsoft Dynamics 365 and playing to its strengths. Instead of manipulating the system directly, this approach utilizes Power Automate, a tool designed for workflow automation and integration.
Power Automate Solution
Power Automate can be configured to periodically check for new sales orders by keeping track of a last checked timestamp to be used in determining new sales orders from the last run of the cloud flow. By querying the available data entities (Customers and Sales Orders), Power Automate can efficiently identify new sales orders and access the necessary customer data to update priority information. This process is non-invasive, as it does not require direct modifications to the D365 system.
This approach minimizes the total cost of ownership by reducing the need for complex customizations. It ensures that the system remains agile and adaptable to future upgrades without the risk of breaking custom code. Unfortunately, you won't find your ERP partner suggesting this option as it represents both the quickest option in terms of development time and the least invasive, with that the partner doesn't get the billable hours on top of losing any tribal knowledge that they will typically use to set their vendor hooks in with.
Given the standard operating procedure of ERP partners prioritizing billable hours over pragmatic client-centric solutions, it is essential for businesses to evaluate customization options based on long-term benefits. The non-invasive approach using Power Automate not only meets the business requirements efficiently but also aligns with the goal of minimizing total cost of ownership. By embracing solutions that work with the strengths of D365, businesses can achieve a balance between customization and system maintainability, ensuring a smoother path for mandatory scheduled upgrades by the ERP vendor.
Customization Conundrum: Just Because You Can, Doesn't Mean You Should
When running an ERP system like Dynamics 365, it's crucial to weigh the benefits against potential challenges, especially in the context of mandatory scheduled updates imposed by the vendor.
The decision to customize Dynamics 365 should be guided by a thorough analysis of the specific needs and goals of the organization. Clear and widespread benefits, aligned with business objectives, not only justify customization against scheduled updates but also ensure that the ERP system remains a strategic asset in driving organizational success.
Partner Preferences vs. Client's Best Interests
The dynamic between vendors and their partners can sometimes lead to a subtle tug-of-war between what's familiar and what's truly in the best interest of the client. ERP partners, driven by their expertise and comfort with certain solutions, may find themselves gravitating towards offerings they are well-versed in implementing. While this approach may expedite the deployment process and ensure a smoother execution from the partner's perspective, it occasionally risks overlooking more innovative or tailored solutions that could better suit the unique needs of the client.
Striking a balance between the partner's proficiency and the client's optimal solution requires a collaborative effort, emphasizing open communication, and a shared commitment to achieving the most effective and efficient ERP implementation. It's crucial for both parties to navigate this delicate balance, ensuring that client satisfaction and long-term success remain the primary focus throughout the ERP deployment journey.
Lean and Mean or Fatally Lean? The Comedy of ERP Partner Relationships
Organizations frequently find themselves at the mercy of ERP partners in the wide landscape of ERP implementations, believing that these outside parties have their best interests at heart by default. However, blind faith can carry significant hazards, especially when firms lack developed Software Development Life Cycle (SDLC) protocols or outsource important activities to other parties.
Auditory Concerns and Future Problems
Relying on ERP partners without a robust internal framework for oversight and control opens the door to auditory concerns and potential future problems. Organizations must be cautious not to overlook the importance of having a clear understanding of every stage of the ERP implementation process. Blindly trusting external entities, especially those driven by profit motives, may result in discrepancies, misalignments, and a failure to meet critical business requirements.
The Illusion of Lean Efficiency
Some organizations, in an attempt to cut costs and streamline operations, opt for a lean approach, placing excessive trust in ERP partners to handle complex tasks without the internal support of a dedicated team. While this may seem like a cost-effective strategy initially, it often amounts to a short-sighted illusion of efficiency. Large-scale ERP systems like Dynamics 365 Finance and Operations demand a dedicated architect, developer, and business analyst to navigate the intricacies and ensure a tailored fit to organizational needs.
Justifying In-House Expertise
Organizations procuring tier 1 ERP systems are inherently large and complex, leading to an easy justification of hiring a strong internal team to police the aforementioned nefarious or bad habits of partner resources. Engaging full-time employees dedicated to architecting, developing, and analyzing business processes is not just a luxury but a necessity. Trusting profit-minded partners without a parallel investment in internal talent puts the organization at risk of overlooking crucial details, resulting in a likely recipe for disaster.
Mitigating Risks through Internal Commitment
To safeguard against these risks, organizations should recognize that an ERP implementation is not a one-size-fits-all venture. It requires a nuanced understanding of internal processes, business goals, and the specific intricacies of the chosen ERP system. Establishing a mature SDLC process and investing in a committed internal team not only mitigates risks but also ensures that the ERP implementation aligns seamlessly with the organization's long-term vision.
While ERP partners play a vital role, organizations must strike a delicate balance between trust and prudent oversight. Investing in internal expertise is an essential step in safeguarding against potential pitfalls, ensuring that the organization is well-equipped to navigate the complexities of ERP implementation and derive maximum value from its investment in systems like Dynamics 365 Finance and Operations.
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