Introduction #
DHRP aims to build a system to support the end-to-end customer engagement process involving multiple stakeholders. The system aims to streamline the process by providing a platform to connect all stakeholders.
In this project, we embark on a journey to enhance your organization’s operational efficiency and customer engagement through the deployment of Dynamics 365 CE.
As we begin, let’s explore the current state of your organization’s processes and systems, identifying areas for improvement and innovation. With Dynamics 365 CE, we aim to achieve tangible benefits, including increased productivity, enhanced data-driven decision-making, and improved customer satisfaction.
Throughout this document, the “BALDWIN LIVING” (BALDWIN LIVING) team is referred to in conjunction with “BALDWIN LIVING Team + BALDWIN LIVING User Representatives” or “Key Stakeholders”. All three phrases have the same meaning and can be used interchangeably.
Project Team refers to the DHRP team, BALDWIN LIVING team and BALDWIN LIVING User Representatives.
Project Objective #
A Dynamics 365 ERP, Dynamics 365 Rostering, Dynamics 365 Aged Care, Dynamics 365 HR and Payroll (henceforth referred to as the “System”) to be rolled-out in BALDWIN LIVING to enhance the process in BALDWIN LIVING.
Our mission is to streamline processes, optimize data management, and empower your teams with advanced tools.
Project Scope #
The project scope includes:
a) Provision of the System.
b) Proposal of an implementation plan for the smooth and successful onboarding to the System
c) Design and implementation of interfaces between System and other systems
d) Execution of Change Requests and Service Requests to cater for services or changes to the System during the contract period.
e) Provision of System maintenance and support
DHRP plans and performs activities such as deployment of enhancements, including the porting of System configuration, customization, data and any final system checks and test prior to Go-Live or deployment.
Project Methodology/Approach #
Project Implementation Methodology (Prior to System Goes Live) #
During the roll-out of the project, DHRP follows the SDLC approach. Upon signing of the contract, the “BALDWIN LIVING” team will coordinate a meeting with DHRP team to discuss requirements as outlined in excel sheet and timelines for the respective processes.
After the System details are defined, the DHRP team will analyze every point to define the scope of implementation, priority, and value. DHRP team will then place the stories in the product backlog based on priority.
With Solution Architect and UX design team, DHRP team will design the user interface prototype with respect to application requirements and work into development part.
The lead developer/engineer from DHRP will then conduct code review with the developers/engineers and ensure that the code is robust.
In this testing, all source code pushed into the platform will be code reviewed and extensively tested to ensure that application and system will never have threats from external sources. At the same time, the DHRP team conducts risk assessment at the end of the implementation.
Internally, DHRP conducts internal testing in the staging environment with the QA team to ensure that the product is aligned with client’s requirement. Once approved, the DHRP team will then push the changes to the UAT environment.
DHRP team coordinates User Acceptance Testing sessions with BALDWIN LIVING team to go through newly implemented features and DHRP team will subsequently record them in a report collating all findings shortly. This process continues until the “BALDWIN LIVING” team is ready to go live.
Project Support Methodology (Post System Goes Live) #
Post system goes live, DHRP will implement the following project support model in performing the support for any system incident or enquiry.
1) Channels for Support #
To facilitate secure communication, DHRP equips only Email as a mode of channel for the support.
For high urgency requests (which requires immediate attention and less than 2 hours of response), BALDWIN LIVING team (key stakeholders) can use Email to communicate information to DHRP team. DHRP team will then record this on behalf of BALDWIN LIVING team using our internal D365 CRM ticketing system. This allows every request to be streamlined into one channel for better visibility and transparency.
2) DHRP Internal Agile Methodology in Supporting Change/Service Request #
As DHRP adopts an agile workflow internally with DHRP project team, DHRP recommends BALDWIN LIVING team to follow DHRP timeline for feature changes. After end users or key stakeholders have compiled issues, BALDWIN LIVING team internally can review all the changes and discuss with DHRP team on the requests and updates.
3) DHRP Deployment #
All approved BALDWIN LIVING issues will be deployed.
4) DHRP User Manual + Functional Requirement Document Update #
The changes will be documented in the user manual (for end users) and in the updated functional requirement document.
5) Fusing SDLC along with Agile #
For major updates/changes in the platform, DHRP recommends pushing it before and following a similar process as stated in the Project Implementation Methodology. This allows a more robust testing process and smoother transition/minimal disruption in the product during the internship cycle.
DHRP Internal Agile Scrum Framework #
DHRP approaches iterative and incremental models through sprints by adopting agile scrum framework.
DHRP creates the product backlog with user stories and put them in an order by value and priority, with illustration in figure below:
Figure 4.2 – DHRP Agile Scrum Framework
In Scrum framework, three artifacts i.e., Product Owner, Scrum Master and Product Backlog are in place. Once Product Backlog is well prepared, DHRP team takes user stories of high priority to create the Sprint backlog and plan with developers and execute ceremonies during sprint life cycle:
- Sprint Planning
- Sprint Completion
- Sprint Review
- Sprint Retrospective
The details of the process are as below:
- Sprint Planning: In this phase, DHRP team identifies the top user stories of high priority from product backlog which will take two weeks to complete sprint, as we adapt two weeks of custom sprint over SDLC.
- Sprint Execution: Once the plan is well defined, the DHRP team executes daily stand-up meetings to track the progress of work and ensure that the team is on track to deliver the sprint goal within the timeline. During the sprint execution, if any issues being found, DHRP will find the root cause and figure out a solution to remove issues.
- Sprint Review: In this phase, product owner will review the sprint tasks along with scrum master, developers, and testers, to ensure that sprint review is aligned with BALDWIN LIVING objective.
- Sprint Retrospective: In this phase, Product Owner, Scrum master and team will involve and discuss the points of KPI’s.
Below is the scrum process that happens across sprints over SDLC:
Advantages of Internal Agile Workflow within DHRP team #
1) Syncing with DHRP processes #
DHRP adopts an agile workflow internally within DHRP’s project team. Adopting an agile
workflow will streamline DHRP processes with the system, resulting in a more efficient process.
2) Iterative and more Effective Approach #
Agile projects carried out by DHRP tend to be cheaper as it offers greater flexibility towards building a product. Using Waterfall might cause a large amount of iteration for the product due to misalignment with our clients’ objective, resulting in unnecessary effort and time. At the same time, smaller changes will cause an easier and smoother adaption for the end users.
Project Support #
Support for BALDWIN LIVING Admin Users. #
Support and processes for key stakeholders have been mentioned above in Project Support Model Post System Goes Live. For non-urgent requests, BALDWIN LIVING Staff can submit via email to the “BALDWIN LIVING” Project Team, and BALDWIN LIVING Project Team will then forward the request based on the type. For urgent requests, BALDWIN LIVING Staff can submit a request straight to the DHRP Project Team to Customer Success Manager.
Implementation Schedule #
Project Timeline #
The project timeline will be agreed based on the scope and phases finalized by BALDWIN LIVING team following the agreement sign off stage.
The timeline might change post requirement discussion.
User Acceptance Testing (UAT) #
The objective of the UAT is to go through various test scenarios and ensure that the platform is working as per intended.
DHRP plans for a refresher dashboard training session for UAT test users prior to UAT, to facilitate a more efficient UAT.
At the end of UAT, DHRP and BALDWIN LIVING team will sign off the completion of the UAT.
Project Organization #
Project Organization #
DHRP Project Team’s primary role is to support the “BALDWIN LIVING” Project Team in implementing a system and at the same time provide system maintenance and support to BALDWIN LIVING. Below are the DHRP team members with roles & responsibilities.
| Resource Name | Role |
|---|---|
| Theresa James | Customer Success Manager |
| Matt Hay | Account Manager |
| Samran Habib | Microsoft Solution Architect |
| Tabshir ul Huda | Microsoft Dynamics 365 Technical Lead |
| Kamran Awan | Senior Functional Consultant Team Lead |
| Rehan Habib | Microsoft Dynamics 365 Functional Expert |
| Ghazanfar Abbas | Microsoft Dynamics Integration Specialist |
| Anas Sohail | Technical Architect |
| Mahnoor Javed | Microsoft Dynamics 365 Rostering Team Lead |
| Asim AD | Microsoft Dynamics 365 Functional Expert |
| Bilal Shehzad | Microsoft Dynamics 365 Functional Expert |
| Asra Maheen | Microsoft Dynamics 365 Aged Care Team Lead |
| Saira Noreen | Senior Functional Consultant |
| Alishba Ikhlaque | Senior Functional Consultant |
| Fatima Sarwar | Microsoft Dynamics 365 Payroll Lead |
| Mehwish Ahsan | Senior Functional Consultant |
| Javaid Iqbal | Business Analyst |
The Project Manager of DHRP is the primary source of contact to the “BALDWIN LIVING” Project Team and is responsible for status, meeting, and email updates. At the same time, he will ensure the timeline and deadlines are set. The Project Manager from DHRP will oversee project activities from initiation through closure and work with the DHRP’s engineering team to ensure requests are successfully met. In addition, the project manager is the primary source of contact for the users of the platform (BALDWIN LIVING User Representatives) during the implementation. The “BALDWIN LIVING” Project team is to ensure that the product is aligned with the organization’s objective. The organizations will collaborate to ensure that feature requests (change/service request) are feasible from the technical standpoint and effective from the objective standpoint.
Information Distribution #
| Type of Communication | Communication Schedule | Communication Mechanism | Who Initiates | Recipient |
|---|---|---|---|---|
| Status Report | Weekly | E- Mail | DHRP PM | BALDWIN LIVING |
| Project Timeline | On Every Update | DHRP PM | BALDWIN LIVING | |
| Project Plan | On Every Update | DHRP PM | BALDWIN LIVING |
Issue Management #
Issues shall be maintained in the RAID sheet along with mitigation plan. Project Manager is the first point of contact for any issues. Further level of escalation levels and the contact information is given below.
| Level | Role |
|---|---|
| First | PM |
| Second | CSM |
| Third | Management |
Risk Management and Quality Assurance #
DHRP quality assurance team closely works with the project manager to make sure to achieve the quality standard.
DHRP product quality process covers the following areas:
- Unit Testing
- Functional Testing
- Integration Testing
- Vulnerability Assessment
- User Acceptance Testing
The QA team will be given DevOps access for product backlog and sprints so that they will write test cases as per requirements in positive and negative ways.
DHRP team executes test cases manually and maintains detailed manual test suite case with all test cases, execution steps and test results.
DHRP team will report any bugs encountered by the tester(s) to the developer and addressin DevOps for further investigation and fixing.
Every test case in test suite case will be validated and reviewed by the project manager and ensure that quality process over the SDLC is with high standards as per industry.
DHRP team follows the best practices to identify risks over the SDLC. Risk management is the process of identifying and addressing the problems/risks that can occur amid work across the project.
There are three main classifications of risks which can affect a software project:
1. Project risks
2. Technical risks
3. Business risks
1. Project risks: Project risks include budgetary, schedule, personnel, resource, and customer- related problems. A vital project risk is schedule slippage. Since the software is intangible, it is very tough to monitor and control a software project.
2. Technical risks: Technical risks concern potential method, implementation, interfacing, testing, and maintenance issue. It also consists of an ambiguous specification, incomplete specification, changing specification, technical uncertainty, and technical obsolescence. Most technical risks arise due to the development team’s insufficient knowledge of the project.
3. Business risks: This type of risk contains risks of building an excellent product with no commercial market, loss of business time and investment or personnel commitments.
Table below serves as a template in DHRP for evaluation of the risk imposed for every feature in the system:
| Title | Description | Severity | Status | Mitigation |
|---|---|---|---|---|
For bugs discovered during the testing phase, it will be raised to the developer for root cause analysis and fixing the issue. Update(s) will be provided to the tester to retest the functionality.
The testing team will post every bug in DevOps for the project manager’s tracking to ensure all
bugs will be resolved by developers and given a fixed pack for retesting.
Training #
Refresher Training and Formal Training Sessions will be provided by DHRP team to prepare BALDWIN LIVING team. This includes the workflow and processes of the respective roles among the “BALDWIN LIVING” staff.
The Business Requirement Document and the User Guide will be updated for all stakeholders.
Record Collection, Maintenance #
The DHRP team will provide the “BALDWIN LIVING” team with multiple documents during the implementation. It will also be updated during the project implementation. The naming convention will be as follows BALDWIN LIVING_DHRP_ [Artifact Name] [Date][Version]
