Implement a Solution Based on Your Business Processes in Dynamics 365

To deliver products and services in fast-changing markets, you need efficient and scalable business processes. Business applications can help by automating, optimising, and standardising those processes. This article covers why a process-focused approach is essential for implementing Dynamics 365 and how to use business process mapping to achieve your goals.

Start with Your Business Processes

Business processes are the core drivers of your solution — they reflect your needs and goals, and guide your improvements. Microsoft recommends starting with the Business Process Catalog as a foundation to define your processes. The catalog accelerates process identification and ensures a common language between your organisation, Microsoft, and your implementation partner. It is updated at least four times per year.

When using the catalog, identify which processes are relevant for your organisation regardless of whether they are in scope for the current project. Rather than deleting out-of-scope processes, mark them accordingly or note the system currently managing them. If a process is managed manually, mark it as such. If your organisation has processes not included in the catalog, add them — and consider submitting standard processes to Microsoft via the Dynamics 365 Patterns and Practices GitHub repository.

You can also create a profile in the Dynamics 365 Implementation Portal to identify which end-to-end processes and business process areas are planned for your project, ideally during the presales and discovery phase.

Use the Business Language

Every organisation has its own language to describe daily operations, based on business processes and industry terminology. During an implementation, this language is the most effective way to communicate needs and requirements. Using and refining a process taxonomy — organising processes in a hierarchy from broad top-level to detailed lower-level — keeps business requirements clear and avoids confusion with technical terms.

The business process catalog is designed with generic naming. You can update the language to fit your business, organisation, and industry. For example, a healthcare organisation might rename processes referring to "customers" as "patients".

Start with a Vision for Future Business Processes

Successful implementations start with a clear understanding of your business model or target operating model (TOM) — how you create value through products and services and how you relate to customers and suppliers. Your business processes support and align with this model and provide the foundation for your solution roadmap and digital transformation.

You must define your business processes before working on requirements. When doing so, evaluate the current state of your processes: you might optimise existing ones through automation, introduce new processes for e-commerce or outsourcing, or adopt approaches like lean manufacturing.

A common mistake is thinking the new system defines your processes. Technology is an enabler — the system should serve and fit your operations, with stakeholders defining the business model. Changing processes may require change management, and modifying software to bridge gaps may require development effort. A fit-to-standard and fit-gap analysis helps identify where adjustments are needed.

Standardisation Across the Organisation

Business processes may vary across divisions — for example, one ships directly to customers while another uses a warehouse. Business model analysis, process re-engineering, and standardisation strategies should all be part of your project definition, linking processes to business strategy and enabling process-based project goals.

Start with Your Business Processes

Use the Business Language

Start with a Vision for Future Business Processes

Standardisation Across the Organisation

Further Reading