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1、Customer SatisfactionProposal for Professional Services天马行空官方博客：http:/ ；QQ:1318241189；QQ群：1755696322Executive SummaryFirm Background Worldwide Consulting Practice Pacific NorthwestFirm Qualifications Why Arthur Andersen? Selected Clients and Projects IBC RelationshipMethodology Strategy Organization
2、CostsPROPOSAL OUTLINE天马行空官方博客：http:/ ；QQ:1318241189；QQ群：1755696323Executive SummaryWe are very pleased to have this opportunity to submit the following proposal to Microsoft to partner with the Company in the design and implementation of a comprehensive customer satisfaction system. UNDERSTANDING OF
3、 YOUR NEEDS Based upon our discussions with you and our understanding 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, ITGan
4、d Manufacturing) Use the information gathered to develop a process for 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 satisfaction Dr
5、ive out unnecessary cycle time to reduce cost Use the system to support being a business advisor to the customer4OVERALL APPROACH Consistent 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 th
6、e design and implementation of the customer satisfaction process is a Microsoft 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 approac
7、h the process of designing and implementing a comprehensive customer satisfaction system with Microsoft: Centrally managed and controlled by a team based in Seattle Utilize the insight and expertise of worldwide experts /resources: - Customer Satisfaction , - Global Best Practices - Performance meas
8、urement - Process Design and re engineering - Financial operations, Information Systems, manufacturing and distribution Multiple 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 Execut
9、ive Summary5PARTNERINGWe understand the importance of the customer satisfaction and benchmarking 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 i
10、s one of working with Microsoft over the long haul as a partner. We will work with you to help 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, th
11、at strives for the best answer. We are committed to helping Microsoft create a successful solution that exceeds your customers expectations and fits in your environment. Microsoft and Arthur Andersen . . . partners “Putting insight into practice”Executive Summary6Arthur Andersen warranty costs down
12、35%; plant space reduced 25%.Inventory turn increase from 5 to 20.AA was heavily involved in this critical effort:Our RoleResultsThe project teams efforts resulted in the following:Firm Qualifications29Situation:This large chemical manufacturer was concerned that their cost structure was not in line
13、 with their competitors.Company QualificationsChemical CompanyAA performed a benchmark study of the finance and accounting functions for 10 major chemical companies.Used survey results to help participants better understand their cost structures, including absolute and relative efficiencies of their
14、 operations.Key performance measures were established for all areas studied.Quantitative analyses of all KPIs were completed.Qualitative discussions of differences in practices and performance were offered.AA assisted as follows:Our RoleResultsThe project teams efforts resulted in the following:30Si
15、tuation:This leading multinational firm was in the process of planning for restructuring when management realized that the issues facing them were more difficult than expected.Multinational Pharmaceutical CompanyReview management restructuring plans in the following departments: - Finance - Accounti
16、ng - Purchasing - Logistics - Manufacturing - Information SystemsReview current and proposed organizational structures.Identify implementation issues.Identify high level work flows.Recognition of areas of potential risk including critical task and resource identification, skill requirements, and post implementation cross training needs.R
