安达信-微软-服务管理项目建议书.PPT

CustomerSatisfactionProposalforProfessionalServices 下载更多咨询报告 尽在 ExecutiveSummaryFirmBackgroundWorldwideConsultingPracticePacificNorthwestFirmQualificationsWhyArthurAndersen SelectedClientsandProjectsIBCRelationshipMethodologyStrategyOrganizationCosts PROPOSALOUTLINE 下载更多咨询报告 尽在 ExecutiveSummary WeareverypleasedtohavethisopportunitytosubmitthefollowingproposaltoMicrosofttopartnerwiththeCompanyinthedesignandimplementationofacomprehensivecustomersatisfactionsystem UNDERSTANDINGOFYOURNEEDS BaseduponourdiscussionswithyouandourunderstandingoftheMicrosoftenvironment followingisourunderstandingofyourneedsandexpectations DevelopasystematicprocessforgatheringdatafrominternalandexternalcustomersofWorldwideOperations FinancialOperations ITGandManufacturing Usetheinformationgatheredtodevelopaprocessforcontinuousimprovement Identifybusinessprocesses Reengineerkeyprocessestoalignthemwiththecustomer Developperformancemeasurestore enforcedesiredbehavior BenchmarkbestpracticesincustomersatisfactionDriveoutunnecessarycycletimetoreducecostUsethesystemtosupportbeingabusinessadvisortothecustomer OVERALLAPPROACHConsistentwiththeapproachusedfortheworkflowsproject ourprocessdesignerswillworkwithMicrosoftpersonnelassignedtotheteam ThisisimportanttoensurethedesignandimplementationofthecustomersatisfactionprocessisaMicrosoftdriveneffortandnotanoutsideconsultant sproject Inaddition theapproachensuresownershipoftheprocessanditsresultstransfertotheCompany FollowingaresomeofthekeypointsregardinghowwewillapproachtheprocessofdesigningandimplementingacomprehensivecustomersatisfactionsystemwithMicrosoft CentrallymanagedandcontrolledbyateambasedinSeattleUtilizetheinsightandexpertiseofworldwideexperts resources CustomerSatisfaction GlobalBestPractices Performancemeasurement ProcessDesignandreengineering Financialoperations InformationSystems manufacturinganddistributionMultipletasksandprocesseswillbeperformedinparallelPhasedinitiativetomaintainandbuildmomentumUtilizeexistingMicrosofttoolstoenhanceefficiencyandbuy in ExecutiveSummary PARTNERINGWeunderstandtheimportanceofthecustomersatisfactionandbenchmarkingefforttothebusinessissuesfacingMicrosoft Successfulimplementationtakesasignificantamountofeffortandexpectationmanagementinordertobesuccessful ThemindsetwebringtotheapproachisoneofworkingwithMicrosoftoverthelonghaulasapartner Wewillworkwithyoutohelpimplementthechangethatwillneedtobemadeinordertorespondefficientlyandeffectively Aspartnerswebothahavealotatstake Thisensuresownershipofaprocess evenwhenitisdifficult thatstrivesforthebestanswer WearecommittedtohelpingMicrosoftcreateasuccessfulsolutionthatexceedsyourcustomersexpectationsandfitsinyourenvironment MicrosoftandArthurAndersen partners Puttinginsightintopractice ExecutiveSummary ArthurAndersen Co S C includestwostrategicbusinessunitsthatworktogethertoformtheworld slargestconsultingpracticebestsuitedforpartneringwithMicrosoft 2 99billionin199234 000professionals 2 58billionin199226 000professionals 5 57billionin199213 growthworldwide ARTHURANDERSEN CO S C FirmBackground OperationalConsultingStrategicServicesSystemsIntegrationSpecialtyConsulting ServicesprovidedbyAnderseninclude GuatemalaMexicoNetherlandsAntillesPeruPuertoRicoUnitedStatesVenezuela AsiaPacificAustraliaBruneiChinaHongKongIndonesiaJapanMalaysia NewZealandPhilippinesSingaporeSouthKoreaTaiwanThailand TheWorldwideOrganizationhas318permanentofficesin72countries AmericasArgentinaBermudaBrazilCanadaCaymanIslandsColumbiaEcuador BahrainBelgiumBulgariaCameroonCroatiaCzechRepublicDenmarkEgyptFinlandFranceGermanyGreeceHungaryIndiaIreland ItalyIvoryCoastJordanKuwaitLatviaLuxembourgMoroccoNetherlandsNigeriaNorwayOmanPolandPortugalQatarRomania RussiaSaudiArabiaSenegalSlovakRepublicSouthAfricaSpainSwedenSwitzerlandSyriaTogoTurkeyUkraineUnitedArabEmiratesUnitedKingdomYemen Europe MiddleEast Africa FirmBackground OPERATIONALCONSULTINGSERVICES StrategicPositioning Strategyevaluation especiallyrelatedtonewentrants competitivepositioningandmarketstudiesCustomerSatisfaction IdentificationofcustomerneedsandalignmentwithbusinessprocessesandorganizationalstructuresProcessAlignment Processsimplificationandimprovement reengineering bestpracticesdrivenPerformanceMeasurement Measurement identificationanddevelopmentofperformancemeasuresandmonitoringsystemsmanagementQualityManagementServices ImplementationofTQM qualitytraining qualityassessments BaldridgeandISO9000consulting Andersen sOperationalConsultantshavethecreativity experience andindustryexpertiseinfinancialoperations informationsystemsmanufacturinganddistributionenvironmentstohelpMicrosoftsucceedwithitsentirecustomersatisfactionefforts Worldwide FirmBackground Andersen sStrategicServicespracticeformsthefoundationforitsrangeofservices EffectiveStrategicPlanningisanintegralfirststepincreatingsustainablecompetitiveadvantageSuccessfulstrategicplanninginvolvesanticipating initiating orreactingtochange bymatchingbusinessprioritieswithstrategiesthatareachievableandimplementableStrategicServicesprovidesbusinessplanning marketplanningandinformationtechnologyplanning STRATEGICSERVICES FirmBackground TheSystemsIntegrationpracticefocusesonintegratingtheapplicationofhardware softwareandcommunicationtechnologywiththebusinessprocessestosupportthebusinessstrategy ApplicationDesignandInstallationSystemsBuildingSystemsImplementationandSupport SYSTEMSINTEGRATIONSERVICES FirmBackground THEPACIFICNORTHWESTPRACTICE AndersenhasthelargestandmostdiverseconsultingpracticeinthePacificNorthwestprovidingMicrosoftwithastronglocalteamtohelpcentrallymanagetheworldwideeffortsofthecustomersatisfactionrollout Over300professionalsExpertiseincustomersatisfaction performancemeasurement processdesignandreengineeringStrategicplanningChangemanagementexpertiseExpertiserecognizedfirmwideinfinancialoperationsandinformationsystemsprocessdesignandreengineeringExpertiserecognizedfirmwideintheapplicationanduseofCoNexusGlobalbestpracticesexpertiseExpertiseinTotalQualityandtoolsofquality ReengineeringManagementSystems SystematicProblemSolving TeamBuilding QualityFunctionalDeployment ActivityBasedCosting StatisticalProcessControl FirmBackground FirmQualifications WhyArthurAndersen Co SC QualitiesandcharacteristicsArthurAndersenbrings PartnershipmindsetAbilitytowalkwithyouthroughtheentireprocess SeeMethodologytabfordetails Ourworldwide onefirm approachensures Consistentandreliablemethodsandprocesses Globalresponsiveness Therightresourceforthejobanywhereintheworld AnnualworldwideMicrosoftclientservicemeetingMultipleinternationalofficesensuresculturalsensitivityWorldwidebreadthanddepthtohelpyoudesignandimplementmultipleprocessessimultaneously Wedonotjustmakeobservationsandgoaway wehelpyou putinsightintopractice toachieveresults Worldwideexperience We vebeentherebefore Initforthelonghaultoensureyoursustainedsuccess QualitiesandcharacteristicsArthurAndersenbrings Cont Provenmethods practicesandresults Bigpicture Customersatisfaction Processdesignandreengineering Performancemeasurement Benchmarking BestpracticesVariousproprietarytoolstoexpeditetheprocess GlobalBestPracticesknowledgebase CustomerSatisfactionManagementWorkshop ActivityDictionarydatabase AutomatedCoNexusfacilitation LeadershipdevelopmentSimulationSchool Awareness Buy inandOwnership ABO changecontinuum ChangereadinesssurveysWeuseMicrosoftpreferredtools e g ATI Access Excel Word Powerpoint FirmQualifications QualitiesandcharacteristicsArthurAndersenbrings Cont Abilityto opendoors GlobalBestPracticescommoninterestgroups InternationalBenchmarkingClearinghouse IBC foundingmember IBCFoundingMembercompanies Baldridgecompanies WorldwidebenchmarkingnetworkonCDROM WorldwideclientsNationalAffiliationwithAmericanElectronicsAssociation AEA inTotalQualityCustomerSatisfactionBestPracticesstudyDedicatedgroupforinternalandexternalcustomersatisfaction Processandsurveydevelopment FirmQualifications WegobeyondtrainingbyfacilitatingtheprocessofimplementationWehavealotatstake weareinyourbackyardWebringanobjectivebusinessperspectivethatunderstandsyourbusiness Financialoperations Informationsystems ManufacturingWewalkthetalk Thirdyearofinternalcustomersatisfactionprocess Baldridgeapplicant QualitiesandcharacteristicsArthurAndersenbrings Cont MicrosoftandArthurAndersen partners Puttinginsightintopractice FirmQualifications PARTNERINGMINDSET Ourapproachbeginswiththeprincipleofpartneringwithourclients RequiresbothentitiestohavesomethingatstakeMotivatesthepartnerstoworktogetherinstrivingforsuccessTheprocesscreatesownershipPartneringfostersaprocessvsprojectmindset Weareinthistogetherforthelonghaul PartneringfocusesontheprocessofwhatittakestosucceedTherewardsofsuccessaresharedbythepartners Microsoft ArthurAndersen FirmQualifications ONEFIRMCONCEPT Deliveringqualityonaregularbasisrequiresconsistentlyappliedmethodsandprocesses Our onefirmapproach toclientserviceencouragessuchapplicationwhichmeansyougetconsistentqualityserviceandresultsworldwide CentrallycoordinatedandcontrolledbyourSeattleofficeLocalcountryparticipationensuresculturalsensitivityAllowsforgreaterglobalresponsivenessNointernalbarrierstoinhibitgettingtherightresourcesforthejob processvariationistheenemy FirmQualifications FirmQualifications Weunderstandtheimportanceofcustomersatisfactionandperformancemeasurement andtheirrelationshiptothepursuitofexcellenceinstrivingforconsistent Baldridgelevel performance FollowingisapartiallistofArthurAndersenclientsforwhomweprovidedconsultingservicesinoneormoreoftheseareas Finance Manufacturing Distribution InformationSystems ManyofthesecompaniesareMalcolmBaldridgeAwardwinners applicants AT TAbbottLaboratoriesAmeritechAMPAppleAppliedMagneticsAssociatedGrocersBellSouthBlueCross BlueShieldBritishGasCampbellSoupCarolinaPowerandLightCIGNAColgate PalmoliveEsteeLauderFirstInterstateBankFrigoscandia GTEHarleyDavidsonHewlett PackardICIPharmaceuticalsITTKFCKraftGeneralFoodsMarriottMerckMetromediaMiamiHeraldMicrosoftMillikenMutualofNewYorkNynexOlinChemical OlivettiPacificGas ElectricPacificTelesisPope TalbotSalomonBrothersSmithklineBeechamSouthernCaliforniaEdisonSouthwesternBellSubaruofAmericaTexasInstrumentsTimeWarnerTVGuideUSWESTWeyerhauserMortgageWyeth AyerstWyleLabs SELECTEDCLIENTS FirmQualifications PROJECTEXAMPLES Wehaveassistedmanylargecompanieswiththeircustomersatisfactionprograms Asampleofthesearediscussedinthefollowingprojectsummaries Situation Withincreasingpressurefromregulatorstocontrolpricesandrelatedcosts theRBOC shadnochoicebuttoevaluatethewaytheydidbusiness Theirfinancedepartmentsweredistributedacrossmultiplestateswithduplicateprocessesineachlocation ThreeRegionalBellOperatingCompanies Reviewinternalcustomersatisfactionrelatingtomanagementinformationneeds Workwithmanagementtoidentifyopportunitiesfordramaticimprovementsinbusinessprocesses Revisebusinessprocessesandoutputtomeetspecificusers andmanagement sneeds Developanimplementationstrategywithspecificactionstepstobetaken Increasedqualitywithclearerdirection responsibilities andneeds Consolidationoflikefinancefunctionsintosinglelocationsresultinginorganizationalcostreductions Newreportingformatstofocusinonkeyperformanceindicators Improvedintegrationbetweenfinanceandinformationsystemsforimprovedcommunicationandresults AAwasengagedtoperformareviewoftheRBOC smultiplelocationstoachievethefollowing OurRole Results Theprojectteam srecommendationshaveledtothefollowing FirmQualifications Situation Thecompanywasbecomingincreasinglyconcernedthatcertainin housesupportfunctionswereprohibitivelyexpensiveandmightbelessexpensiveifpurchasedfromtheoutside Inordertobetterunderstandtheneedforsuchexpenditures thecompanydecidedtoundergoacost benefitstudytodeterminewhichservicesshouldremaininternalorbeoutsourced ConsumerProductsCompany Identifyopportunitiesforcustomersatisfaction businessprocessimprovement andcostreductions Determineforeachofsixdepartmentsthecost benefitofcontinuingtoperformsuchfunctionsin housevs outsourcing Calculatecurrentcoststructures aswellasactualalternatives basedonbidsfromoutsidefirms Communicateprojectresultsandassistinthecreationofanimplementationschedule Decisionsbymanagementtokeepsubstantiallyallfunctionsin house Recommendationstofurtherreducethecostofoperatingeachfunction Improvedmanagementunderstandingofsuchfunctionsandtherelatedskillsetsrequired AAwasengagedtoconductanoperationalreviewandcost benefitanalysistoachievethefollowing OurRole Results Theprojectteam srecommendationsresultedinthefollowing FirmQualifications Situation Duetogeneraleconomicconditions andpersistentsoftindustrypricing thisleadingconcerndownsizeditswhitecollarworkforceby30 40 Twoyearslater qualitywasdiminishing overtimewasincreasing jobfragmentationwasincreasing andsatisfactiondiminishing Theclientwantedtoeliminatenonessentialworkandimprovethequalityoftheworkthatwasdone ManufacturingCompany Performahighlevelanalysisofthechallenge withparticularconsiderationtocustomersatisfaction Developanapproachusingtriedandtrueanalysisprotocolsandinterventiontechniques Formandleadajointclient AAteamtoconductanalysisandmakepractical sustainablerecommendationsforchange Eliminationoftasksrepresenting15 ofworkthatwasbeingdone Streamlinedcustomerordermanagementpracticeswhichreducedtheneedforinquiriesandimprovedtheresponsetimeofthosethatwerenecessary Reductionofworkingcapitalrequirementsthroughnewinventoryplanningandforecastingtechniques AAwasengagedto OurRole Results Theprojectteam srecommendationsresultedinthefollowing FirmQualifications Situation Aleadingworldwidepropertyandcasualtyinsurancecompanyrecognizedchangesinitscompetitiveenvironment Amongotherstrategicchanges theyneededtoimprovecustomersatisfactionlevelsandimprovetheircoststructure InternationalInsuranceCompany Establishingandguidingtheoverallanalysis Interviewingover500managementlevelemployeesin15differentcountries Introducingandutilizingproventoolsandtechniquessuchas Cross functionalcostactivityanalysis Customerneedsanalysis OrganizationanalysisCoachingandmaintaininganobjectiveviewpointthroughouttheprocess Annualrecurringsavingsinexcessof30timesthecostoftheproject Streamlinedorganization facilitatingimprovedcommunicationsandincreasedresponsivenesstocustomerproblems Practical meaningfulperformancegoalsandmeasurementsystems AAwasengagedtoleada35personteamtoconductaneffectivenessandefficiencyreviewwhichinvolved OurRole Results Theprojectteam srecommendationsresultedinthefollowing FirmQualifications Situation This 1 5billiongeneralconstructioncompanysawaneedforacomprehensivequalityinitiativebecause itsmostimportantclients whoarethemselvescustomer drivenandquality focused weredemandingahigherstandardofserviceitwantedacompetitiveadvantagetodistinguishitselfinanincreasinglysluggishindustry MajorConstructionCompany Developedanunderstandingof asis processesviaProcessMapping Helpedexecutivemanagementdefineitsstrategicvision Developedacomprehensivecustomersatisfactionsurveytocoverallinternalandexternalcustomerinterfacepoints Interviewedselectedcustomerstoaugmentsurveyinformation FormedQualityActionTeamstoimplementchange continuousimprovement Developedkeyqualityperformanceindicators Numberofpeopletrainedinqualityconcepts NumberofQualityActionTeams QAT s inprogress NumberofpeopleparticipatinginQAT s NumberofpeoplewhovolunteeredtoserveonQAT sversus peoplewhowereaskedtoserve Numberofquality relatedrecommendationspilotedorimplemented AAisteamingwiththisclienttoimplementaTotalQualityFramework Together wehave OurRole Results Thisongoingprojecthasjustenteredtheimplementationstage Todate theclient AApartnershiphas FirmQualifications Situation Thislargemarketerofhightechelectroniccomponentsandcomputersystemswasunderpressurefromcustomersandvendorstoimprovequalityandtimelinessofdelivery andwantedtoassessitsqualityprocessesinpreparationfora1993MalcolmBaldridgeapplication MarketerofHigh TechElectronics TrainedtopmanagementinTQMprinciplesandestablishedaQualityCouncil ledbyPresidentanddirectreports Assessedthecompany s qualityhealth usingMalcolmBaldridgeNationalQualityAwardcriteria Identifiedopportunitiesforimprovingbusinessprocesses ImplementedQualityFrameworktoimproveprocessqualityandreducecosts Improvedcustomersatisfaction Improvedunderstandingofcustomerrequirements UnderstandingofCostofQuality Abilitytoprioritizeopportunitiesforqualityimprovement AAassistedasfollows OurRole Results Theprojectteam seffortsresultedinthefollowing FirmQualifications Situation Avendorauditbyoneofitslargestcustomersmotivatedthismanufacturerofelectronicpartstoimproveitsqualitystandards ElectronicsManufacturer ConductedaqualityprocessevaluationusingBaldridgecriteria Helpedprovideexecutivemanagementwith leadershipvision forraisingqualityawareness Presidentobtainedbuy intoqualityconceptsamongtopmanagement Seniorleadershipwasabletoarticulateaqualitypolicyforthecompany Seniorleadershipbetterunderstoodthevalueofemployeefeedback Abilitytocalculatecostofqualityforthecompany AAassistedasfollows OurRole Results Theprojectteam seffortsresultedinthefollowing FirmQualifications Situation Managementofthisutilitywantedtoimprovethecompany simage andimprovethequalityofitsservicestoconsumers UtilityCompany AppliedAABusinessProcessRe engineeringMethodology Conductedengagementwithjointclient AAteams Gavepro activechangemanagementassistancewithissuesofoutplacement internalcommunication andtraining Higherqualityservicesandimprovedcustomersatisfaction duetostreamlinedprocesses 30 reductionoflaborcosts AAassistedasfollows OurRole Results Theprojectteam seffortsresultedinthefollowing FirmQualifications Situation Thislargemanufacturersawaneedtoimplementacustomer focusedapproachandtoraisequalitystandardsinordertocombatdecliningmarketshare ManufacturingCompany Over20separateprojectsundertakentoboostproductivity improveengineeringandupgradedataprocessingatallplants Conductedengagementwithjointclient AAteams Greatlyincreasedcustomersatisfaction Marketshareincreaseof60 40 riseinproductivity Setupsreducedby75 65 reductioninscrap warrantycostsdown35 plantspacereduced25 Inventoryturnincreasefrom5to20 AAwasheavilyinvolvedinthiscriticaleffort OurRole Results Theproject