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Service Industries: Syncing Evolving Market Needs with Solution Development
Elliott IchimuraGlobal Service Industries Dir.Microsoft Corporation
CSAX35
Ted KempfUS Service Industries Dir.Microsoft Corporation
Sean GalliherDynamics Industry ArchitectMicrosoft Corporation
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Agenda
Service Industries shared priorities Evolution into the Cloud Interoperability here and now Takeaways Q&A
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• Accounting• Consulting • Legal• IT Services• Outsourced, Managed,
and Data Services• Staffing
• Architecture & Engineering• Construction• Specialty Trade Contractors• Commercial Real Estate and
Property Management
• Advertising• Broadcast & Cable• Film• Music• Publishing• Sports
Service IndustriesTalent-driven, project-centric and intellectual capital intensive services
ProfessionalServices
AEC andReal Estate
Media andEntertainment
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PerformanceManagement
Backlog Time Capture Realization Days Sales Outstanding Overhead ratios Margin by Project Type A/R Collections with
DSO and Write-Offs Billing Accuracy
Aging Conversion Rates Client Referrals Client Retention New Client Acquisition Forecast Accuracy Complaint Call Tracking
Project ETA/EAC Accuracy Rework/Total Cost Ratio Capacity Planning Tools/Methodology Usage Delivery Quality, Timeliness SLA Compliance Executive Project
Review Sessions
Utilization Target Chargeability Multiplier Staff Retention Time-to-Hire Time-to-Productivity Project Appeal
ClientRelationships
GlobalResources
ServiceDelivery
FinancialResults
Services Firm Shared Priorities
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PC Browser Phone
Aligning Solutions to Industry Needs
KnowledgeManagement
Relationships | Interactions | Processes | Insights
Intellectual Capital | Talent | Methodology | Results
ProfessionalDevelopment
ServiceDelivery
FirmAdministration
PracticeDevelopment
MarketingEffectiveness
SalesProductivity
ClientResponsiveness
PracticeDevelopment
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Competency ManagementCareer Management
MySite IntegrationCapacity Planning
Learning ManagementSubcontractor Management
Project ManagementResource Scheduling
Planning, Budgeting & Billing
Change Order Management
Time & Expense Reporting
Revenue & Cost Accounting
Equipment ManagementService ManagementField Service Delivery
Crew SchedulingSLA Monitoring
Management DashboardsFirm & Practice ReportingBudgeting & ForecastingGL / AR / AP / TaxTreasury & BankingVendor ManagementRecruiting LifecyclePerformance ManagementCompensation ManagementSuccession Planning
Campaign ManagementContact ManagementOpportunity ManagementProject EstimationProposal ManagementSocial ComputingBid/Tender/Contract Management
Evolving Beyond Product
Service Delivery
Project Controls
Customer Care
Project Expense
Practice Management
Firm Administration
Finance HRBudget Formulation
Practice Development
Client Relationships
Marketing Automation
Sales Force Automation
Knowledge Management
Professional Development
HCM SRM
Industry- and Vertical-Specific AnalyticsContextual and Actionable Insight
Proactive Situation-Appropriate Execution
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PracticeDevelopment
Identify new opportunities via improved insight into understanding of the client
Coordinate firm-wide approach to client and pipeline management
Connect professionals across time zones and geographies into client pursuits
Differentiate the firm by showcasing firm capabilities and proven ability to deliver
Practice Development
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Practice Development
DEMO
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Where have we done a similar project?
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Who worked on the project?
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Are they available to discuss?
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ServiceDelivery
Service Delivery
Provide a common workspace with access to current information
Accelerate delivery by connecting people, process and project information
Reduce project risk by providing common methodologies and project tools
Enable rich collaboration across time zones and geographies
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Service Delivery
DEMO
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Don’t rebuild the wheel
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Collaborate in consistent ways
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Integrated-by-design to use familiar tools
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Everything you need in one place
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Connect with Outlook for maximum adoption
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FirmAdministration
Firm Administration
Streamline business operations across geographies and functions
Combine operational and financial insights to inform strategy and drive decision-making
Deliver consolidated, secure and easy-to-use reporting on business and projects
Accelerate decision-making by connecting information with front-line practitioners
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Firm AdministrationDEMO
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Project time and insight on the go
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Performance Management
Relationships | Interactions | Processes | Insights
Intellectual Capital | Talent | Methodology | Results
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Rich visual insights (forthcoming)
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More actionable information (forthcoming)
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Application Lifecycle Management
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Application Life Cycle Management
Microsoft Dynamics AX 2012 Advantage
• System center Operation Manager (SCOM) integration• Unified IT management experience
• Troubleshoot problems faster
• Gain visibility into IT environment
• Intelligent Data Management Framework (IDMF) - Make sizing decisions based on data
• Extensive Tools for Performance
Streamline IT processes by simplifying management of your ERP solution at every stage of the life cycle.
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Best of Both
Takeaways
Business Needs Rule Interoperability = Flexibility Commitment to Simplicity People Make Decisions
Information Knowledge People + Process + Data Actionable Insight
Embodied in Workloads Designed together Deployed independently
Integrated Suite
Best of Breed
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Next StepsKey Actions, Resources and Convergence-Related Sessions/Activities
Do
Attend
Learn
Login to Schedule Builder and complete this session evaluationEvaluate this session
Technical support and Hands on Experience is available in the
Solutions
Experience Center
Visit the Convergence Experience
Project Management & Accounting for Microsoft Dynamics AX 2012CSAX34 (W 1:30 to 2:30)
Microsoft Dynamics AX 2012 Projects for Service IndustriesCSAX36 (W 3:00 to 4:00)
Save the date May 3rd, 2012
Registration information on following slide
Service Industries Virtual Summit
How Are Services Organizations Getting the Most Out of Microsoft
Dynamics AX?
IDAX17 (T 5:00 to 6:00)
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CommNet stationsLocated throughout the George R. Brown Convention Center and Hilton
Event websiteFrom any wired or wireless connection: http://www.microsoft.com/convergence
Mobile websiteFrom your phone: http://m.microsoft.com/convergence
Please Complete an Evaluation FormYour feedback is important!Three ways to access online evaluation forms
Be eligible to win great daily prizes and the grand prize of a $5,000 travel voucher!For every attendee that completes an evaluation, Convergence will donate $1 to Dance Houston
For more information please refer to your Conference Guide
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© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to
be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
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