Implementing D365 F&O can be a game-changer for organisations, especially those looking to streamline their processes, enhance reporting, and drive operational efficiencies.

However, a key role that often flies under the radar is that of the Business Process Owners (BPO). While the project managers, consultants, and technical teams steal all the limelight, it’s frequently the BPOs who are the unsung heroes, ensuring the business transformation is aligned with day-to-day realities.

That is, of course, if you’ve remembered to appoint someone! But where to start?

What is a Business Process Owner?

At their core, a Business Process Owner is the custodian of a specific end-to-end business function, like Quote to Cash, or Requisition to Pay. Their expertise and solid understanding of their domain make them invaluable to the project’s success of a D365 F&O implementation.

Rather than simply acting as a liaison between the implementation team and the business, a BPO’s role involves actively shaping how the new system will work in practice. They bring intimate knowledge of existing business processes, challenges, and strategic goals. Crucially, they don’t operate in isolation; if a BPO doesn’t have all the answers, they know the SME in the business who does.

A BPO should become the shadow of the functional consultant(s), absorbing all of the latter’s D365 F&O knowledge through the lens of their business expertise. This partnership ensures that while the implementation may be driven by technology, it’s ultimately shaped by the business.

Who Makes a Great Business Process Owner?

Selecting the right people as BPOs is crucial to the success of your D365 F&O project. The ideal candidates will be:

• Influential: As respected peer or leader, they drive change and are seen as role models by their colleagues. Being a good teacher or mentor is a plus, but zeal and positivity is essential.
• Experienced: They have deep (or broad) knowledge of the business and are well-connected with SMEs and other users across the organisation.
• Ambitious: Ready for their next challenge and eager to expand their role. Your BPO might not be the head of the department; rather that particular individual is probably the safe pair of hands to leave with business-as-usual operations. Look for someone bristling with potential.
• Technically-minded: They’re a quick learner with a natural curiosity for systems and processes.

The key point here is that your BPOs should be drawn from your permanent employees. Contractors are invaluable on implementation projects, but think twice about appointing contractors as one or more of your BPOs!

Key Responsibilities of a BPO in D365 F&O Projects

1. Process Mapping & Validation
   A BPO owns the effort to map out as-is and to-be business processes and define what needs to change in the transition to D365 F&O. They work with consultants to identify inefficiencies in existing workflows and validate the proposed new ones. This ensures that the final solution is not only functional but optimised for the business.
2. Change Management
   A critical aspect of any ERPEnterprise Resource Planning software is used by businesses to manage day-to-day activities. implementation is change management, and the BPO is at the forefront of this as a champion of change. As a familiar face to the business, they help manage internal expectations, foster user adoption, and ensure that the transformation aligns with the broader business objectives. Whether it’s educating teams on the ‘why’ behind the change or ensuring that training is relevant, the BPO makes the change feel less disruptive and more like a natural evolution.
3. Decision-Making Authority
   As the key decision-maker for their specific process area, a BPO helps steer the project by making timely and informed decisions. Whether it’s about customisations, new process implementations, or resource allocations, their input is vital to keep the project moving forward. Because they understand the practical impact of changes, their decisions help avoid unnecessary delays or rework.
4. Testing & Validation
   During the testing phases – whether it’s User Acceptance Testing (UATUser Acceptance Testing is a process where end-users test software to ensure it performs as expected before launch.) or more technical validations – a BPO ensures that the solution works as expected, prior to it getting to close to the real world. They coordinate with their teams to test scenarios in real-world conditions, offering feedback that’s crucial for ironing out any issues before going live. Their involvement here mitigates against nasty surprises down the road.
5. Post Go-Live Support
   Even after the system goes live, BPOs continue to play a vital role. They monitor the system’s performance, address any teething problems, and ensure that the new processes are being followed as intended. Their feedback and newly-acquired skills will be critical in the post go-live and optimisation phases, where tweaks may be needed to further align the system with business requirements.

Why BPOs are Crucial for Success

D365 F&O implementations involve complex interdependencies between business functions, technical configurations, and organisational change. Without a BPO in place, critical gaps can emerge between the goals of the project and the practicalities of day-to-day operations.

The BPO also bridges the gap between the project team and end-users. Their insights help ensure that the system is intuitive, useful, and fit for purpose, reducing the risk of resistance from users. This ultimately results in smoother adoption and better long-term success.

Final Thoughts

If you’re embarking on a D365 F&O implementation, appointing knowledgeable and hands-on BPOs for each critical area should be non-negotiable. Their role goes far beyond mere involvement; they are active shapers of the project’s outcome, making sure that the ERPEnterprise Resource Planning software is used by businesses to manage day-to-day activities. implementation not only works but works for your business.

The more empowered and engaged your BPOs are, the better the chances of a successful project that delivers tangible business benefits. It’s not just about going live; it’s about ensuring that the live system drives the desired improvements. So, as you assemble your project team, remember to give your BPOs the attention – and the authority – that they deserve.

And one last thought, before I close. Avoid burdening your BPOs with ongoing operational work. Do everything you can to give them maximum capacity for the project, ideally on a full-time basis, with a backfill on their day job, if necessary. This will pay dividends, as when the implementation partner leaves the building after hypercare, you’ll have all the D365 F&O expertise sat right where you need them.