Programming and Customization

How do you manage our Microsoft Dynamics 365 programming and customization?  Microsoft Dynamics 365 Advisors provides constant  performance analysis and improvement procedures to insure that performance standards are being met through effective performance measurement and reporting.  In addition, Microsoft Dynamics 365 Advisors wants to continuously improve our services. The key outcome of our unique Supplier Relationship Management is the ongoing satisfactory performance of the contract at a minimum with a goal of driving improve value and innovation wherever possible. Performance Reviews are to be conducted on a regular basis by the Microsoft Dynamics 365 Advisors , and where required by high level management.

 

Key reasons for tracking performance are to identify:
  • Problem areas that need improvement and improvement tracking

  • Program risks and risk mitigation strategies

  • Hidden program costs

  • Microsoft Dynamics 365 programming and customization strengths

  • General improvement or deterioration trends

  • Fulfillment of Service Level Agreements

 

A key component of the service contract should be a Service Level , which clearly outlines the levels of Microsoft Dynamics 365 programming and customization that the Microsoft Dynamics 365 Advisors is expected to maintain throughout the contract term.  Service Levels should be measurable, attainable and reasonable for both parties.  A small subset of the Service Levels may be critical to the business and should have service level credits associated with them.

 

CUSTOMER SATISFACTION PERFORMANCE METRICS & REPORTING

 

The key outcome of Supplier Relationship Management is the ongoing satisfactory performance of the contract at a minimum with a goal of driving improved value and innovation wherever possible. Improvements through proactive management can be delivered at all three levels of contract management. Performance reviews are to be conducted on a regular basis by Microsoft Dynamics 365 Advisors team, and where required by the Category Manager and high level management.

Customer Satisfaction data can be gathered on an event basis, periodic basis, or both.  Event basis data would be gathered after a specific event such as a call to the help desk.  The timing content, scope and method of surveys should be predetermined and spelled out in the Service Level Agreement.

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