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1、Customer SatisfactionProposal for Professional Services下載更多咨詢報告，盡在下載更多咨詢報告，盡在.2Executive SummaryFirm Background Worldwide Consulting Practice Pacific NorthwestFirm Qualifications Why Arthur Andersen? Selected Clients and Projects IBC RelationshipMethodology Strategy OrganizationCostsPROPOSAL OUTLINE

2、下載更多咨詢報告，盡在下載更多咨詢報告，盡在.3Executive SummaryWe are very pleased to have this opportunity to submit the following proposalto Microsoft to partner with the Company in the design and implementation of a comprehensive customer satisfaction system. UNDERSTANDING OF YOUR NEEDSBased upon our discussions with

3、you and our understanding of the Microsoft environment, following is our understanding of your needs and expectations :Develop a systematic process for gathering data from internal and external customers of Worldwide Operations (Financial Operations, ITG and Manufacturing)Use the information gathere

4、d to develop a process for continuous improvement- Identify business processes- Re engineer key processes to align them with the customer- Develop performance measures to re-enforce desired behavior- Benchmark best practices in customer satisfactionDrive out unnecessary cycle time to reduce costUse

5、the system to support being a business advisor to the customer4OVERALL APPROACHConsistent with the approach used for the workflows project, our process designers will work with Microsoft personnel assigned to the team. This is important to ensure the design and implementation of the customer satisfa

6、ction process is a Microsoft driven effort and not an outside consultants project. In addition, the approach ensures ownership of the process and its results transfer to the Company. Following are some of the key points regarding how we will approach the process of designing and implementing a compr

7、ehensive customer satisfaction system with Microsoft: Centrally managed and controlled by a team based in Seattle Utilize the insight and expertise of worldwide experts /resources:- Customer Satisfaction ,- Global Best Practices- Performance measurement - Process Design and re engineering - Financia

8、l operations, Information Systems, manufacturing and distribution Multiple tasks and processes will be performed in parallel Phased initiative to maintain and build momentum Utilize existing Microsoft tools to enhance efficiency and buy-in Executive Summary5PARTNERINGWe understand the importance of

9、the customer satisfaction and benchmarking effort to the business issues facing Microsoft. Successful implementation takes a significant amount of effort and expectation management in order to be successful. The mindset we bring to the approach is one of working with Microsoft over the long haul as

10、a partner. We will work with you to help implement the change that will need to be made in order to respond efficiently and effectively. As partners we both a have a lot at stake. This ensures ownership of a process, even when it is difficult, that strives for the best answer. We are committed to he

11、lping Microsoft create a successful solution that exceeds your customers expectations and fits in your environment. Microsoft and Arthur Andersen . . . partners “Putting insight into practice”Executive Summary6Arthur Andersen & Co. , S.C. includes two strategic business units that work together

12、to form the worlds largest consulting practice best suited for partnering with Microsoft:$2.99 billion in 199234,000 professionals$2.58 billion in 199226,000 professionals$5.57 billion in 199213% growth worldwideARTHURANDERSEN & CO. ,S.C.ARTHUR ANDERSEN & Co. S.C. ANDERSEN ARTHURARTHUR ANDER

13、SEN & Co. S.C. CONSULTING ANDERSEN Firm BackgroundOperational ConsultingStrategic ServicesSystems IntegrationSpecialty ConsultingServices provided by Andersen include:7GuatemalaMexicoNetherlands AntillesPeruPuerto RicoUnited StatesVenezuelaAsia PacificAustraliaBruneiChinaHong KongIndonesiaJapanM

14、alaysiaNew ZealandPhilippinesSingaporeSouth KoreaTaiwanThailand The Worldwide Organization has 318 permanent offices in 72 countriesAmericasArgentinaBermudaBrazilCanadaCayman IslandsColumbiaEcuadorBahrainBelgium BulgariaCameroonCroatiaCzech RepublicDenmarkEgyptFinlandFranceGermanyGreeceHungaryIndiaI

15、relandItalyIvory CoastJordanKuwaitLatviaLuxembourgMoroccoNetherlandsNigeriaNorwayOmanPolandPortugalQatarRomaniaRussiaSaudi ArabiaSenegalSlovak RepublicSouth AfricaSpainSwedenSwitzerlandSyriaTogoTurkeyUkraineUnited Arab EmiratesUnited KingdomYemenEurope, Middle East & AfricaFirm Background8OPERAT

16、IONAL CONSULTING SERVICESq Strategic Positioning - Strategy evaluation, especially related to new entrants, competitive positioning and market studies q Customer Satisfaction - Identification of customer needs and alignment with business processes and organizational structures q Process Alignment -

17、Process simplification and improvement, re engineering, best practices drivenq Performance Measurement - Measurement, identification and development of performance measures and monitoring systems management q Quality Management Services - Implementation of TQM, quality training, quality assessments,

18、 Baldridge and ISO 9000 consulting Andersens Operational Consultants have the creativity, experience, and industry expertise in financial operations, information systems manufacturing and distribution environments to help Microsoft succeed with its entire customer satisfaction efforts . . . Worldwid

19、e:Firm Background9Andersens Strategic Services practice forms the foundation for its range of services:q Effective Strategic Planning is an integral first step in creating sustainable competitive advantageq Successful strategic planning involves anticipating, initiating, or reacting to change, by ma

20、tching business priorities with strategies that are achievable and implementableq Strategic Services provides business planning, market planning and information technology planningSTRATEGIC SERVICESFirm Background10The Systems Integration practice focuses on integrating the application of hardware,

21、software and communication technology with the business processes to support the business strategyq Application Design and Installationq Systems Buildingq Systems Implementation and SupportSYSTEMS INTEGRATION SERVICESFirm Background11THE PACIFIC NORTHWEST PRACTICEAndersen has the largest and most di

22、verse consulting practice in the Pacific Northwestproviding Microsoft with a strong local team to help centrally manage the worldwide efforts of the customer satisfaction rollout: Over 300 professionals Expertise in customer satisfaction, performance measurement, process design and re engineering St

23、rategic planning Change management expertise Expertise recognized firmwide in financial operations and information systems process design and re engineering Expertise recognized firmwide in the application and use of CoNexus Global best practices expertise Expertise in Total Quality and tools of qua

24、lity :- Re engineering Management Systems- Systematic Problem Solving- Team Building- Quality Functional Deployment- Activity Based Costing- Statistical Process ControlFirm Background12Firm QualificationsWhy Arthur Andersen & Co, SCQualities and characteristics Arthur Andersen brings :Partnershi

25、p mindset Ability to walk with you through the entire process ( See Methodology tab for details )Our worldwide “one firm” approach ensures:- Consistent and reliable methods and processes - Global responsiveness - The right resource for the job anywhere in the world- Annual worldwide Microsoft client

26、 service meetingMultiple international offices ensures cultural sensitivityWorldwide breadth and depth to help you design and implement multiple processes simultaneously (We do not just make observations and go away. . . we help you “put insight into practice” to achieve results.)Worldwide experienc

27、e . . . “Weve been there before”In it for the long haul to ensure your sustained success13Qualities and characteristics Arthur Andersen brings (Cont.): Proven methods, practices and results - ”Big picture” - Customer satisfaction- Process design and re engineering- Performance measurement - Benchmar

28、king/Best practices Various proprietary tools to expedite the process:- Global Best Practices knowledge base- Customer Satisfaction Management Workshop- Activity Dictionary data base- Automated CoNexus facilitation- Leadership development Simulation School- Awareness, Buy-in and Ownership(ABO) chang

29、e continuum - Change readiness surveys We use Microsoft preferred tools (e.g. ATI, Access, Excel, Word, Power point )Firm Qualifications14Qualities and characteristics Arthur Andersen brings (Cont.): Ability to “open doors”:- Global Best Practices common interest groups- International Benchmarking C

30、learinghouse (IBC) founding member- IBC Founding Member companies- Baldridge companies- World wide benchmarking network on CD ROM- World wide clients National Affiliation with American Electronics Association (AEA) in Total Quality Customer Satisfaction Best Practices study Dedicated group for inter

31、nal and external customer satisfaction- Process and survey developmentFirm Qualifications15 We go beyond training by facilitating the process of implementation We have a lot at stake. . . we are in your backyard We bring an objective business perspective that understands your business- Financial ope

32、rations - Information systems- Manufacturing We walk the talk - Third year of internal customer satisfaction process- Baldridge applicantQualities and characteristics Arthur Andersen brings (Cont.): Microsoft and Arthur Andersen . . . partners “Putting insight into practice”Firm Qualifications16PART

33、NERING MINDSETOur approach begins with the principle of partnering with our clients: Requires both entities to have something at stake Motivates the partners to work together in striving for success The process creates ownership Partnering fosters a process vs project mindset (“ We are in this toget

34、her for the long haul”) Partnering focuses on the process of what it takes to succeed The rewards of success are shared by the partnersMicrosoftArthur AndersenFirm Qualifications17ONE FIRM CONCEPTDelivering quality on a regular basis requires consistently applied methods and processes. Our “one firm

35、 approach” to client service encourages such application which means you get consistent quality service and results world wide. Centrally coordinated and controlled by our Seattle office Local country participation ensures cultural sensitivity Allows for greater global responsiveness No internal bar

36、riers to inhibit getting the right resources for the job- - “process variation is the enemy. . .”Firm Qualifications18Firm QualificationsWe understand the importance of customer satisfaction and performance measurement, and their relationship to the pursuit of excellence in striving for consistent “

37、Baldridge level” performance.Following is a partial list of Arthur Andersen clients for whom we provided consulting services in one or more of these areas: Finance, Manufacturing/Distribution, Information Systems. Many of these companies are Malcolm Baldridge Award winners/applicants:A T & TAbbo

38、tt LaboratoriesAmeritechAMPAppleApplied MagneticsAssociated GrocersBell SouthBlue Cross/Blue ShieldBritish GasCampbell SoupCarolina Power and LightCIGNAColgate-PalmoliveEstee LauderFirst Interstate BankFrigoscandiaGTEHarley DavidsonHewlett-PackardICI PharmaceuticalsITTKFCKraft General FoodsMarriottM

39、erck MetromediaMiami HeraldMicrosoftMillikenMutual of New YorkNynexOlin ChemicalOlivettiPacific Gas & ElectricPacific TelesisPope & TalbotSalomon BrothersSmithkline BeechamSouthern California EdisonSouthwestern BellSubaru of AmericaTexas InstrumentsTime WarnerTV GuideU S WESTWeyerhauser Mort

40、gageWyeth-AyerstWyle LabsSELECTED CLIENTS19Firm QualificationsPROJECT EXAMPLESWe have assisted many large companies with their customer satisfaction programs. A sample of these are discussed in the following project summaries.20Situation:With increasing pressure from regulators to control prices and

41、 related costs, the RBOCs had no choice but to evaluate the way they did business. Their finance departments were distributed across multiple states with duplicate processes in each location.Three Regional Bell Operating CompaniesReview internal customer satisfaction relating to management informati

42、on needs.Work with management to identify opportunities for dramatic improvements in business processes.Revise business processes and output to meet specific users and managements needs.Develop an implementation strategy with specific action steps to be taken.Increased quality with clearer direction

43、, responsibilities, and needs.Consolidation of like finance functions into single locations resulting in organizational cost reductions.New reporting formats to focus in on key performance indicators.Improved integration between finance and information systems for improved communication and results.

44、AA was engaged to perform a review of the RBOCs multiple locations to achieve the following:Our RoleResultsThe project teams recommendations have led to the following:Firm Qualifications21Situation:The company was becoming increasingly concerned that certain in-house support functions were prohibiti

45、vely expensive and might be less expensive if purchased from the outside. In order to better understand the need for such expenditures, the company decided to undergo a cost/benefit study to determine which services should remain internal or be outsourced.Consumer Products CompanyIdentify opportunit

46、ies for customer satisfaction, business process improvement, and cost reductions.Determine for each of six departments the cost/benefit of continuing to perform such functions in-house vs. outsourcing.Calculate current cost structures, as well as actual alternatives, based on bids from outside firms

47、.Communicate project results and assist in the creation of an implementation schedule.Decisions by management to keep substantially all functions in-house.Recommendations to further reduce the cost of operating each function.Improved management understanding of such functions and the related skill s

48、ets required.AA was engaged to conduct an operational review and cost/benefit analysis to achieve the following:Our RoleResultsThe project teams recommendations resulted in the following:Firm Qualifications22Situation:Due to general economic conditions, and persistent soft industry pricing, this lea

49、ding concern downsized its white collar workforce by 30-40%. Two years later, quality was diminishing, overtime was increasing, job fragmentation was increasing, and satisfaction diminishing. The client wanted to eliminate nonessential work and improve the quality of the work that was done.Manufactu

50、ring CompanyPerform a high level analysis of the challenge., with particular consideration to customer satisfaction.Develop an approach using tried and true analysis protocols and intervention techniques.Form and lead a joint client/AA team to conduct analysis and make practical, sustainable recomme

51、ndations for change.Elimination of tasks representing 15% of work that was being done.Streamlined customer order management practices which reduced the need for inquiries and improved the response time of those that were necessary.Reduction of working capital requirements through new inventory plann

52、ing and forecasting techniques.AA was engaged to:Our RoleResultsThe project teams recommendations resulted in the following:Firm Qualifications23Situation:A leading worldwide property and casualty insurance company recognized changes in its competitive environment. Among other strategic changes, the

53、y needed to improve customer satisfaction levels and improve their cost structure.International Insurance CompanyEstablishing and guiding the overall analysis.Interviewing over 500 management level employees in 15 different countries.Introducing and utilizing proven tools and techniques such as:- Cr

54、oss-functional cost activity analysis- Customer needs analysis- Organization analysisCoaching and maintaining an objective viewpoint throughout the process.Annual recurring savings in excess of 30 times the cost of the project.Streamlined organization, facilitating improved communications and increa

55、sed responsiveness to customer problems.Practical, meaningful performance goals and measurement systems.AA was engaged to lead a 35 person team to conduct an effectiveness and efficiency review which involved:Our RoleResultsThe project teams recommendations resulted in the following:Firm Qualificati

56、ons24Situation:This $1.5 billion general construction company saw a need for a comprehensive quality initiative because:its most important clients, who are themselves customer-driven and quality-focused, were demanding a higher standard of serviceit wanted a competitive advantage to distinguish itse

57、lf in an increasingly sluggish industryMajor Construction CompanyDeveloped an understanding of “as is” processes via Process Mapping.Helped executive management define its strategic vision.Developed a comprehensive customer satisfaction survey to cover all internal and external customer interface po

58、ints.Interviewed selected customers to augment survey information.Formed Quality Action Teams to implement change/continuous improvement.Developed key quality performance indicators:- Number of people trained in quality concepts- Number of Quality Action Teams (QATs) in progress- Number of people pa

59、rticipating in QATs- Number of people who volunteered to serve on QATs versus # people who were asked to serve- Number of quality-related recommendations piloted or implementedAA is teaming with this client to implement a Total Quality Framework. Together, we have:Our RoleResultsThis ongoing project

60、 has just entered the implementation stage. To date, the client/AA partnership has:Firm Qualifications25Situation:This large marketer of high tech electronic components and computer systems was under pressure from customers and vendors to improve quality and timeliness of delivery, and wanted to assess its quality processes in prep