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1、Customer SatisfactionProposal for Professional Services下載更多咨詢報告，盡在cnshuExecutive SummaryFirm BackgroundWorldwideConsulting PracticePacific NorthwestFirm QualificationsWhy Arthur Andersen?Selected Clients and ProjectsIBC RelationshipMethodologyStrategyOrganizationCostsPROPOSAL OUTLINE下載更多咨詢報告，盡在cnshu

2、Executive 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 you and our understandin

3、g 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 gathered to develop a process f

4、or 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 the system to support being

5、a business advisor to the customerOVERALL 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 satisfaction process is a Microsoft

6、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 comprehensive customer satisfactio

7、n system with Microsoft:Centrally managed and controlled by a team based in SeattleUtilize the insight and expertise of worldwide experts /resources:- Customer Satisfaction ,-Global Best Practices-Performance measurement -Process Design and re engineering -Financial operations, Information Systems,

8、manufacturing and distributionMultiple 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 SummaryPARTNERINGWe understand the importance of the customer satisfaction and benchma

9、rking 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 a partner. We will work with you to h

10、elp 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 helping Microsoft create a successful s

11、olution that exceeds your customers expectations and fits in your environment. Microsoft and Arthur Andersen . . . partners “Putting insight into practiceExecutive SummaryArthur Andersen & Co. , S.C. includes two strategic business units that work together to form the worlds largest consulting pract

12、ice 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. Firm BackgroundOperational ConsultingStrategic ServicesSystems IntegrationSpecialty ConsultingServices p

13、rovided by Andersen include:GuatemalaMexicoNetherlands AntillesPeruPuerto RicoUnited StatesVenezuelaAsia PacificAustraliaBruneiChinaHong KongIndonesiaJapanMalaysiaNew ZealandPhilippinesSingaporeSouth KoreaTaiwanThailand The Worldwide Organization has 318 permanent offices in 72 countriesAmericasArge

14、ntinaBermudaBrazilCanadaCayman IslandsColumbiaEcuadorBahrainBelgium BulgariaCameroonCroatiaCzech RepublicDenmarkEgyptFinlandFranceGermanyGreeceHungaryIndiaIrelandItalyIvory CoastJordanKuwaitLatviaLuxembourgMoroccoNetherlandsNigeriaNorwayOmanPolandPortugalQatarRomaniaRussiaSaudi ArabiaSenegalSlovak R

15、epublicSouth AfricaSpainSwedenSwitzerlandSyriaTogoTurkeyUkraineUnited Arab EmiratesUnited KingdomYemenEurope, Middle East & AfricaFirm BackgroundOPERATIONAL CONSULTING SERVICESStrategic Positioning - Strategy evaluation, especially related to new entrants, competitive positioning and market studies

16、Customer Satisfaction - Identification of customer needs and alignment with business processes and organizational structures Process Alignment - Process simplification and improvement, re engineering, best practices drivenPerformance Measurement - Measurement, identification and development of perfo

17、rmance measures and monitoring systems management Quality Management Services - Implementation of TQM, quality training, quality assessments, Baldridge and ISO 9000 consulting Andersens Operational Consultants have the creativity, experience, and industry expertise in financial operations, informati

18、on systems manufacturing and distribution environments to help Microsoft succeed with its entire customer satisfaction efforts . . . Worldwide:Firm BackgroundAndersens Strategic Services practice forms the foundation for its range of services:Effective Strategic Planning is an integral first step in

19、 creating sustainable competitive advantageSuccessful strategic planning involves anticipating, initiating, or reacting to change, by matching business priorities with strategies that are achievable and implementableStrategic Services provides business planning, market planning and information techn

20、ology planningSTRATEGIC SERVICESFirm BackgroundThe Systems Integration practice focuses on integrating the application of hardware, software and communication technology with the business processes to support the business strategyApplication Design and InstallationSystems BuildingSystems Implementat

21、ion and SupportSYSTEMS INTEGRATION SERVICESFirm BackgroundTHE PACIFIC NORTHWEST PRACTICEAndersen has the largest and most diverse consulting practice in the Pacific Northwestproviding Microsoft with a strong local team to help centrally manage the worldwide efforts of the customer satisfaction rollo

22、ut:Over 300 professionals Expertise in customer satisfaction, performance measurement, process design and re engineeringStrategic planningChange management expertiseExpertise recognized firmwide in financial operations and information systems process design and re engineeringExpertise recognized fir

23、mwide in the application and use of CoNexusGlobal best practices expertiseExpertise in Total Quality and tools of quality :- Re engineering Management Systems- Systematic Problem Solving- Team Building- Quality Functional Deployment-Activity Based Costing- Statistical Process ControlFirm BackgroundF

24、irm QualificationsWhy Arthur Andersen & Co, SCQualities and characteristics Arthur Andersen brings :Partnership 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 -Glob

25、al responsiveness -The right resource for the job anywhere in the world-Annual worldwide Microsoft client service meetingMultiple international offices ensures cultural sensitivityWorldwide breadth and depth to help you design and implement multiple processes simultaneously (We do not just make obse

26、rvations and go away. . . we help you “put insight into practice to achieve results.)Worldwide experience . . . “Weve been there beforeIn it for the long haul to ensure your sustained successQualities and characteristics Arthur Andersen brings (Cont.):Proven methods, practices and results -Big pictu

27、re -Customer satisfaction-Process design and re engineering-Performance measurement -Benchmarking/Best practicesVarious proprietary tools to expedite the process:-Global Best Practices knowledge base-Customer Satisfaction Management Workshop-Activity Dictionary data base- Automated CoNexus facilitat

28、ion-Leadership development Simulation School-Awareness, Buy-in and Ownership(ABO) change continuum -Change readiness surveysWe use Microsoft preferred tools (e.g. ATI, Access, Excel, Word, Power point )Firm QualificationsQualities and characteristics Arthur Andersen brings (Cont.):Ability to “open d

29、oors:-Global Best Practices common interest groups-International Benchmarking Clearinghouse (IBC) founding member-IBC Founding Member companies-Baldridge companies-World wide benchmarking network on CD ROM-World wide clientsNational Affiliation with American Electronics Association (AEA) in Total Qu

30、alityCustomer Satisfaction Best Practices studyDedicated group for internal and external customer satisfaction-Process and survey developmentFirm QualificationsWe go beyond training by facilitating the process of implementationWe have a lot at stake. . . we are in your backyardWe bring an objective

31、business perspective that understands your business-Financial operations -Information systems-ManufacturingWe walk the talk -Third year of internal customer satisfaction process-Baldridge applicantQualities and characteristics Arthur Andersen brings (Cont.): Microsoft and Arthur Andersen . . . partn

32、ers “Putting insight into practiceFirm QualificationsPARTNERING MINDSETOur approach begins with the principle of partnering with our clients:Requires both entities to have something at stakeMotivates the partners to work together in striving for successThe process creates ownership Partnering foster

33、s a process vs project mindset (“ We are in this together for the long haul)Partnering focuses on the process of what it takes to succeedThe rewards of success are shared by the partnersMicrosoftArthur AndersenFirm QualificationsONE FIRM CONCEPTDelivering quality on a regular basis requires consiste

34、ntly applied methods and processes. Our “one firm 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 officeLocal country participation ensures cultural sensitivityAllows for

35、greater global responsivenessNo internal barriers to inhibit getting the right resources for the job- - “process variation is the enemy. . .Firm QualificationsFirm QualificationsWe understand the importance of customer satisfaction and performance measurement, and their relationship to the pursuit o

36、f excellence in striving for consistent “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

37、Award winners/applicants:A T & TAbbott LaboratoriesAmeritechAMPAppleApplied MagneticsAssociated GrocersBell SouthBlue Cross/Blue ShieldBritish GasCampbell SoupCarolina Power and LightCIGNAColgate-PalmoliveEstee LauderFirst Interstate BankFrigoscandiaGTEHarley DavidsonHewlett-PackardICI Pharmaceutica

38、lsITTKFCKraft General FoodsMarriottMerck MetromediaMiami HeraldMicrosoftMillikenMutual of New YorkNynexOlin ChemicalOlivettiPacific Gas & ElectricPacific TelesisPope & TalbotSalomon BrothersSmithkline BeechamSouthern California EdisonSouthwestern BellSubaru of AmericaTexas InstrumentsTime WarnerTV G

39、uideU S WESTWeyerhauser MortgageWyeth-AyerstWyle LabsSELECTED CLIENTSFirm QualificationsPROJECT EXAMPLESWe have assisted many large companies with their customer satisfaction programs. A sample of these are discussed in the following project summaries.Situation:With increasing pressure from regulato

40、rs to control prices and 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

41、 to management information 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 qualit

42、y with clearer direction, 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 co

43、mmunication and results.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 QualificationsSituation:The company was becoming increasingly concerned that certain in-house support fu

44、nctions were prohibitively 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 Comp

45、anyIdentify opportunities 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 b

46、ids from outside firms.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 a

47、nd the related skill sets 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 QualificationsSituation:Due to general economic conditions, and persistent soft indust

48、ry pricing, this leading 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 tha

49、t was done.Manufacturing 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,

50、 sustainable recommendations 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

51、 new inventory planning and forecasting techniques.AA was engaged to:Our RoleResultsThe project teams recommendations resulted in the following:Firm QualificationsSituation:A leading worldwide property and casualty insurance company recognized changes in its competitive environment. Among other stra

52、tegic changes, they 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 techn

53、iques such as:- Cross-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 communi

54、cations and increased 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 followin

55、g:Firm QualificationsSituation: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

56、distinguish itself 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 custom

57、er interface points.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- Numb

58、er of people participating 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

59、ongoing project has just entered the implementation stage. To date, the client/AA partnership has:Firm QualificationsSituation: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

60、wanted to assess its quality processes in preparation for a 1993 Malcolm Baldridge application.Marketer of High-Tech ElectronicsTrained top management in TQM principles and established a Quality Council, led by President and direct reports.Assessed the companys “quality health using Malcolm Baldridg