安达信给微软的服务管理项目建议书(E)

CustomerSatisfactionProposalforProfessionalServicesJuly19932ExecutiveSummaryFirmBackground•Worldwide•ConsultingPractice•PacificNorthwestFirmQualifications•WhyArthurAndersen?•SelectedClientsandProjects•IBCRelationshipMethodology•Strategy•OrganizationCostsPROPOSALOUTLINE3ExecutiveSummaryWeareverypleasedtohavethisopportunitytosubmitthefollowingproposaltoMicrosofttopartnerwiththeCompanyinthedesignandimplementationofacomprehensivecustomersatisfactionsystem.UNDERSTANDINGOFYOURNEEDSBaseduponourdiscussionswithyouandourunderstandingoftheMicrosoftenvironment,followingisourunderstandingofyourneedsandexpectations:•DevelopasystematicprocessforgatheringdatafrominternalandexternalcustomersofWorldwideOperations(FinancialOperations,ITGandManufacturing)•Usetheinformationgatheredtodevelopaprocessforcontinuousimprovement-Identifybusinessprocesses-Reengineerkeyprocessestoalignthemwiththecustomer-Developperformancemeasurestore-enforcedesiredbehavior-Benchmarkbestpracticesincustomersatisfaction•Driveoutunnecessarycycletimetoreducecost•Usethesystemtosupportbeingabusinessadvisortothecustomer4OVERALLAPPROACHConsistentwiththeapproachusedfortheworkflowsproject,ourprocessdesignerswillworkwithMicrosoftpersonnelassignedtotheteam.ThisisimportanttoensurethedesignandimplementationofthecustomersatisfactionprocessisaMicrosoftdriveneffortandnotanoutsideconsultant’sproject.Inaddition,theapproachensuresownershipoftheprocessanditsresultstransfertotheCompany.FollowingaresomeofthekeypointsregardinghowwewillapproachtheprocessofdesigningandimplementingacomprehensivecustomersatisfactionsystemwithMicrosoft:•CentrallymanagedandcontrolledbyateambasedinSeattle•Utilizetheinsightandexpertiseofworldwideexperts/resources:-CustomerSatisfaction,-GlobalBestPractices-Performancemeasurement-ProcessDesignandreengineering-Financialoperations,InformationSystems,manufacturinganddistribution•Multipletasksandprocesseswillbeperformedinparallel•Phasedinitiativetomaintainandbuildmomentum•UtilizeexistingMicrosofttoolstoenhanceefficiencyandbuy-inExecutiveSummary5PARTNERINGWeunderstandtheimportanceofthecustomersatisfactionandbenchmarkingefforttothebusinessissuesfacingMicrosoft.Successfulimplementationtakesasignificantamountofeffortandexpectationmanagementinordertobesuccessful.ThemindsetwebringtotheapproachisoneofworkingwithMicrosoftoverthelonghaulasapartner.Wewillworkwithyoutohelpimplementthechangethatwillneedtobemadeinordertorespondefficientlyandeffectively.Aspartnerswebothahavealotatstake.Thisensuresownershipofaprocess,evenwhenitisdifficult,thatstrivesforthebestanswer.WearecommittedtohelpingMicrosoftcreateasuccessfulsolutionthatexceedsyourcustomersexpectationsandfitsinyourenvironment.MicrosoftandArthurAndersen...partners“Puttinginsightintopractice”ExecutiveSummary6ArthurAndersen&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:7GuatemalaMexicoNetherlandsAntillesPeruPuertoRicoUnitedStatesVenezuelaAsiaPacificAustraliaBruneiChinaHongKongIndonesiaJapanMalaysiaNewZealandPhilippinesSingaporeSouthKoreaTaiwanThailandTheWorldwideOrganizationhas318permanentofficesin72countriesAmericasArgentinaBermudaBrazilCanadaCaymanIslandsColumbiaEcuadorBahrainBelgiumBulgariaCameroonCroatiaCzechRepublicDenmarkEgyptFinlandFranceGermanyGreeceHungaryIndiaIrelandItalyIvoryCoastJordanKuwaitLatviaLuxembourgMoroccoNetherlandsNigeriaNorwayOmanPolandPortugalQatarRomaniaRussiaSaudiArabiaSenegalSlovakRepublicSouthAfricaSpainSwedenSwitzerlandSyriaTogoTurkeyUkraineUnitedArabEmiratesUnitedKingdomYemenEurope,MiddleEast&AfricaFirmBackground8OPERATIONALCONSULTINGSERVICESStrategicPositioning-Strategyevaluation,especiallyrelatedtonewentrants,competitivepositioningandmarketstudiesCustomerSatisfaction-IdentificationofcustomerneedsandalignmentwithbusinessprocessesandorganizationalstructuresProcessAlignment-Processsimplificationandimprovement,reengineering,bestpracticesdrivenPerformanceMeasurement-Measurement,identificationanddevelopmentofperformancemeasuresandmonitoringsystemsmanagementQualityManagementServices-ImplementationofTQM,qualitytraining,qualityassessments,BaldridgeandISO9000consultingAndersen’sOperationalConsultantshavethecreativity,experience,andindustryexpertiseinfinancialoperations,informationsystemsmanufacturinganddistributionenvironmentstohelpMicrosoftsucceedwithitsentirecustomersatisfactionefforts...Worldwide:FirmBackground9Andersen’sStrategicServicespracticeformsthefoundationforitsrangeofservices:EffectiveStrategicPlanningisanintegralfirststepincreatingsustainablecompetitiveadvantageSuccessfulstrategicplanninginvolvesanticipating,initiating,orreactingtochange,bymatchingbusinessprior