安达信-微软-服务管理项目建议书

CustomerSatisfactionProposalforProfessionalServices下载更多咨询报告，尽在•Worldwide•ConsultingPractice•PacificNorthwestFirmQualifications•WhyArthurAndersen?•SelectedClientsandProjects•IBCRelationshipMethodology•Strategy•OrganizationCostsPROPOSALOUTLINE下载更多咨询报告，尽在:•DevelopasystematicprocessforgatheringdatafrominternalandexternalcustomersofWorldwideOperations(FinancialOperations,ITGandManufacturing)•Usetheinformationgatheredtodevelopaprocessforcontinuousimprovement-Identifybusinessprocesses-Reengineerkeyprocessestoalignthemwiththecustomer-Developperformancemeasurestore-enforcedesiredbehavior-Benchmarkbestpracticesincustomersatisfaction•Driveoutunnecessarycycletimetoreducecost•Usethesystemtosupportbeingabusinessadvisortothecustomer4’sproject.Inaddition,theapproachensuresownershipoftheprocessanditsresultstransfertotheCompany.FollowingaresomeofthekeypointsregardinghowwewillapproachtheprocessofdesigningandimplementingacomprehensivecustomersatisfactionsystemwithMicrosoft:•CentrallymanagedandcontrolledbyateambasedinSeattle•Utilizetheinsightandexpertiseofworldwideexperts/resources:-CustomerSatisfaction,-GlobalBestPractices-Performancemeasurement-ProcessDesignandreengineering-Financialoperations,InformationSystems,manufacturinganddistribution•Multipletasksandprocesseswillbeperformedinparallel•Phasedinitiativetomaintainandbuildmomentum•UtilizeexistingMicrosofttoolstoenhanceefficiencyandbuy-inExecutiveSummary5“Puttinginsightintopractice”ExecutiveSummary6’slargestconsultingpracticebestsuitedforpartneringwithMicrosoft:$2.99billionin199234,000professionals$2.58billionin199226,000professionals$5.57billionin199213%growthworldwideARTHURANDERSEN&CO.,S.C.ARTHURANDERSEN&Co.S.C.ANDERSENARTHURARTHURANDERSEN&Co.S.C.CONSULTINGANDERSENFirmBackground•OperationalConsulting•StrategicServices•SystemsIntegration•SpecialtyConsultingServicesprovidedbyAnderseninclude:7StrategicPositioning-Strategyevaluation,especiallyrelatedtonewentrants,competitivepositioningandmarketstudiesCustomerSatisfaction-IdentificationofcustomerneedsandalignmentwithbusinessprocessesandorganizationalstructuresProcessAlignment-Processsimplificationandimprovement,reengineering,bestpracticesdrivenPerformanceMeasurement-Measurement,identificationanddevelopmentofperformancemeasuresandmonitoringsystemsmanagementQualityManagementServices-ImplementationofTQM,qualitytraining,qualityassessments,BaldridgeandISO9000consultingAndersen’sOperationalConsultantshavethecreativity,experience,andindustryexpertiseinfinancialoperations,informationsystemsmanufacturinganddistributionenvironmentstohelpMicrosoftsucceedwithitsentirecustomersatisfactionefforts...Worldwide:FirmBackground9’sStrategicServicespracticeformsthefoundationforitsrangeofservices:EffectiveStrategicPlanningisanintegralfirststepincreatin