DRIVE 2026

JM Family: A Process-Driven Success Story

How do you replace a 50‑year‑old mainframe with Dynamics 365 without losing control over processes, adoption, and change?

Key takeaways of this session:
  • ✔ Learn how to use a process-driven approach to bridge the gap between business needs and technical execution. 
  • ✔ Understand how to move beyond static documentation by building a centralized, living process repository. 
  • ✔ Gain insights into how Zeppelin-Cat successfully standardized operations across different countries. 
duration 29 minutes
who is this webinar for
ERP Program Managers, IT Directors, Business Process Managers, Dynamics 365 Product Owners, Enterprise Architects, Organisational Change Managers
Summary
JM Family launched a multi‑year program to replace a heavily customized mainframe while supporting thousands of users and decades of embedded process knowledge. In this session, John Robinson explains how a business process repository acts as a digital twin and system of record alongside Azure DevOps. Less dependency on experts, clearer decision‑making, and 30-40% faster change execution.
Speakers
 
John Robinson Manager Process Transformation Team, JM Family / Southeast Toyota Distributors)
Video Chapters
00:50 How to replace a 50-year mainframe in a large D365 program
03:55 Why a business process repository becomes a system of record
07:30 Driving stakeholder buy-in through a shared current state
17:10 Using Process Mining after go-live to improve adoption
In partnership with JM-Family-logo

From Mainframe Depency to Controlled D365 Operations

An overview of how JM Family captures, governs, and connects business processes to delivery and adoption in a large‑scale Dynamics 365 program.

solutions
Process Knowledge Locked In People

Without a documented current state, JM Family relied on a small group of highly experienced associates to explain how work was done. In a multi‑year, multi‑million‑dollar transformation, this caused delays, inconsistent interpretations, and high partner costs. Manual explanations, static documents, and siloed knowledge did not scale across thousands of users and parallel workstreams.

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Change Speed No Longer Acceptable

The existing mainframe supported operations for nearly 50 years, but even small changes required extensive time and cost. JM Family needed to keep pace with Toyota, partners, and customer expectations. With Dynamics 365, slow, year‑long change cycles were no longer viable. Faster, controlled adaptation became a business requirement, not an IT preference.


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From Project Output to Operational Asset

Processes are no longer treated as temporary project documentation. Instead, they are managed as a living operational reference that evolves alongside the business. By recording both current and future state, JM Family created a digital representation of how work is designed and executed, enabling comparison, standardization, and continuous improvement throughout the D365 lifecycle.

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Mavim As The System of Record

By using Mavim as the business process repository, JM Family established a permanent system of record for how work is designed and executed. Processes, hierarchy, metadata, and change impact are managed in one place and linked to Dynamics 365 and Azure DevOps only when required. This approach supports repeatable decision‑making and delivers an estimated 30–40% time saving in change design and delivery.

“Mavim is the Digital Twin of our Operation”

FAQ's

Who is JM Family?

JM Family is the parent organization of Southeast Toyota Distributors (SCT), its largest business unit. SCT is responsible for vehicle and parts operations and is leading a multi‑year DRIVE program to replace a heavily customized mainframe with Dynamics 365. This transformation spans thousands of users and forms the operational backbone of the business.

Why is capturing the current state so important?

It creates a shared version of the truth. JM Family used current state processes to validate requirements, align stakeholders, and prevent dependency on individual experts during the Dynamics 365 transformation.

How does Mavim relate to Azure DevOps in this project?

In the JM Family D365 program, Mavim serves as the system of record for how the business operates, while Azure DevOps is used to manage requirements and delivery during active project work. The connection between the two exists only while a change is in progress. Once the requirement is delivered, the link is removed and the updated process remains documented in Mavim as the operational reference.

How does this approach support end users working in Dynamics 365?

The approach provides day‑to‑day support by connecting process knowledge directly to the work users perform in Dynamics 365. Users can move from documented processes and work instructions into the relevant D365 screens, and from D365 back to process guidance when needed. This helps users confirm they are in the right place, follow the intended process, and continue working after training with immediate, role‑specific support.

What business results has JM Family achieved with this approach?

Faster alignment, fewer repeated discussions, and significantly shorter change cycles. JM Family estimates a 30–40% acceleration in delivering and validating changes.

How is process mining used after go‑live?

Process mining compares how Dynamics 365 is actually used with how processes were designed. This reveals variation between locations, bottlenecks, and areas where additional training is needed.