Question 1: List of Issues
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Issue
1
Since the release of the Dynamics 365, there has been a stream of customer issues. For example, after upgrading to Microsoft Outlook 2019, CRM users found that appointment reminders and using flags to mark follow-up items were no longer working. staff are concerned that issues like these will cause major disruptions to the system and current workflows.
2
A major bug fix for Dynamics 365 has been delayed by one month. Delaying the project by 1 month will allow for a smoother changeover from the old system to the new system.
3
The portal implementation is more complicated than we were told. The portal will require an additional, specialised resource and an additional 2 months effort.
4
You have found a service provider who will perform and "guarantee" all master data loads in your schedule for a cost of $10,000. The format for the new CRM master data is significantly different from the old systems.
5
Key stakeholders are emailing to ask when you will have something to “show” them.
6
The single sign-on integration with AD (if applicable) is more complicated than expected. Plan on this taking twice the time you planned.
7
Parts of the CRM business configuration are not very technical and is best done by the business users who understand the problems. This will save four weeks in the final roll-out of the system.
8
A hardware failure on some critical systems right before month-end close caused quite a scare.
9
The Sales department is deploying iPads to its staff later this month and would like to include a mobile application in the current version of the system that would make the CRM available to staff in the field.
10
Configuring the escalation rules is taking longer than expected as the required users are not available when needed. Will now take 6 weeks to complete.
11
Dynamics 365 has introduced new dashboard and inline data visualization capabilities which can be used to configure and view important information and create and share inline charts with drilldown intelligence. These features can enable staff to uncover new insights into their data. However to get the most of these new capabilities, a specialist BI consultant must be brought in for 2 weeks to do data profiling3 (before data conversion and implementing the new system). The aim is to put in place the key processes needed to assure the amount and quality of available data.
12
Performance tests indicate that 50% of desktop PCs will require RAM upgrades
13
If your project is scheduled for longer than 6 months, the CRM project will not be cancelled, but half of your external IT resources will be reassigned to another project. (if applicable)
14
The Sales department would like to include a Business Intelligence feature in Version 1 of the system, if possible. It will require 1 month plus 1 specialised resource to configure the basic system. An additional month plus 1 specialised resource will be required to configure the advanced features.
15
Microsoft is expected to roll out a new version of the CRM system before the end of 2022.
How to fix each issue
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QUESTION 2 KEY PERFORMANCE INDICATORS (KPI'S)
Many managers turn right to this section as it provides a clear view of the status of the project according the earned value metrics. In your project, you need to decide which metrics to monitor, but be sure not to include too many as you may end up providing the same information but in different forms. We like to track SV, SPI, CV and CPI in the layout below. Next to the schedule and cost headings you should state whether the project is ahead of or behind schedule and over or under budget. Notice we left out the word on - it is highly unlikely that you.
Schedule - Project is Ahead of/Behind Schedule
Schedule Variance (SV): xxxx
Cost - Project is Over/Under Budget
Cost Variance (CV): $xxx
USING THE BUDGET BELOW