您好,欢迎访问三七文档
当前位置:首页 > 商业/管理/HR > 销售管理 > 微软-服务管理项目建议书]
CustomerSatisfactionProposalforProfessionalServicesJuly1993管理资源吧(),提供海量管理资料免费下载!2管理资源吧(),提供海量管理资料免费下载!ExecutiveSummaryFirmBackground•Worldwide•ConsultingPractice•PacificNorthwestFirmQualifications•WhyArthurAndersen?•SelectedClientsandProjects•IBCRelationshipMethodology•Strategy•OrganizationCostsPROPOSALOUTLINE管理资源吧(),提供海量管理资料免费下载!3管理资源吧(),提供海量管理资料免费下载!ExecutiveSummaryWeareverypleasedtohavethisopportunitytosubmitthefollowingproposaltoMicrosofttopartnerwiththeCompanyinthedesignandimplementationofacomprehensivecustomersatisfactionsystem.UNDERSTANDINGOFYOURNEEDSBaseduponourdiscussionswithyouandourunderstandingoftheMicrosoftenvironment,followingisourunderstandingofyourneedsandexpectations:•DevelopasystematicprocessforgatheringdatafrominternalandexternalcustomersofWorldwideOperations(FinancialOperations,ITGandManufacturing)•Usetheinformationgatheredtodevelopaprocessforcontinuousimprovement-Identifybusinessprocesses-Reengineerkeyprocessestoalignthemwiththecustomer-Developperformancemeasurestore-enforcedesiredbehavior-Benchmarkbestpracticesincustomersatisfaction•Driveoutunnecessarycycletimetoreducecost•Usethesystemtosupportbeingabusinessadvisortothecustomer管理资源吧(),提供海量管理资料免费下载!4管理资源吧(),提供海量管理资料免费下载!OVERALLAPPROACHConsistentwiththeapproachusedfortheworkflowsproject,ourprocessdesignerswillworkwithMicrosoftpersonnelassignedtotheteam.ThisisimportanttoensurethedesignandimplementationofthecustomersatisfactionprocessisaMicrosoftdriveneffortandnotanoutsideconsultant’sproject.Inaddition,theapproachensuresownershipoftheprocessanditsresultstransfertotheCompany.FollowingaresomeofthekeypointsregardinghowwewillapproachtheprocessofdesigningandimplementingacomprehensivecustomersatisfactionsystemwithMicrosoft:•CentrallymanagedandcontrolledbyateambasedinSeattle•Utilizetheinsightandexpertiseofworldwideexperts/resources:-CustomerSatisfaction,-GlobalBestPractices-Performancemeasurement-ProcessDesignandreengineering-Financialoperations,InformationSystems,manufacturinganddistribution•Multipletasksandprocesseswillbeperformedinparallel•Phasedinitiativetomaintainandbuildmomentum•UtilizeexistingMicrosofttoolstoenhanceefficiencyandbuy-inExecutiveSummary管理资源吧(),提供海量管理资料免费下载!5管理资源吧(),提供海量管理资料免费下载!PARTNERINGWeunderstandtheimportanceofthecustomersatisfactionandbenchmarkingefforttothebusinessissuesfacingMicrosoft.Successfulimplementationtakesasignificantamountofeffortandexpectationmanagementinordertobesuccessful.ThemindsetwebringtotheapproachisoneofworkingwithMicrosoftoverthelonghaulasapartner.Wewillworkwithyoutohelpimplementthechangethatwillneedtobemadeinordertorespondefficientlyandeffectively.Aspartnerswebothahavealotatstake.Thisensuresownershipofaprocess,evenwhenitisdifficult,thatstrivesforthebestanswer.WearecommittedtohelpingMicrosoftcreateasuccessfulsolutionthatexceedsyourcustomersexpectationsandfitsinyourenvironment.MicrosoftandArthurAndersen...partners“Puttinginsightintopractice”ExecutiveSummary管理资源吧(),提供海量管理资料免费下载!6管理资源吧(),提供海量管理资料免费下载!ArthurAndersen&Co.,S.C.includestwostrategicbusinessunitsthatworktogethertoformtheworld’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管理资源吧(),提供海量管理资料免费下载!GuatemalaMexicoNetherlandsAntillesPeruPuertoRicoUnitedStatesVenezuelaAsiaPacificAustraliaBruneiChinaHongKongIndonesiaJapanMalaysiaNewZealandPhilippinesSingaporeSouthKoreaTaiwanThailandTheWorldwideOrganizationhas318permanentofficesin72countriesAmericasArgentinaBermudaBrazilCanadaCaymanIslandsColumbiaEcuadorBahrainBelgiumBulgariaCameroonCroatiaCzechRepublicDenmarkEgyptFinlandFranceGermanyGreeceHungaryIndiaIrelandItalyIvoryCoastJordanKuwaitLatviaLuxembourgMoroccoNetherlandsNigeriaNorwayOmanPolandPortugalQatarRomaniaRussiaSaudiArabiaSenegalSlovakRepublicSouthAfricaSpainSwedenSwitzerlandSyriaTogoTurkeyUkraineUnitedArabEmiratesUnitedKingdomYemenEurope,MiddleEast&AfricaFirmBackground8管理资源吧(),提供海量管理资料免费下载!OPERATIONALCONSULTINGSERVICESStrategicPositioning-Strategyevaluation,especiallyrelatedtonewentrants,competitivepositioningandmarketstudiesCustomerSatisfaction-IdentificationofcustomerneedsandalignmentwithbusinessprocessesandorganizationalstructuresProcessAlignment-Processsimplificationandimprovement,reengineering,bestpracticesdrivenPerformanceMeasurement-Measurement,identificationanddevelopmentofperformancemeasuresandmonitoringsystemsmanagementQualityManagementServices-ImplementationofTQM,qualitytraining,qualityassessments,BaldridgeandISO9000consultingAndersen’sOperationalConsultantshavethecreativity,experience,andindustryexpertiseinfinancialoperations,inform
本文标题:微软-服务管理项目建议书]
链接地址:https://www.777doc.com/doc-3497157 .html