【正文】 lation and Maintenance/Repair Maintenance and/repair loop testing Schedule and dispatch installation and maintenance/repair work Monitor and clear scheduled work Updating and maintaining maintenance/repair database UNDERSTANDING YOUR NEEDS TELECOMMUNICATIONS 7 BELLSOUTH RTHUR NDERSEN amp。 O, A A C SC Arthur Andersen Business Improvement Model: Customer Focused Management Strategic Positioning Performance Measurement Customer Satisfaction Process Alignment Change Environment Build Enduring Relationships Improve Continuously Manage Resources to Create Value PROJECT APPROACH TELECOMMUNICATIONS 8 BELLSOUTH RTHUR NDERSEN amp。 O, A A C SC BellSouth Call Management Project Phase I Phase II Phase III Phase IV Planning amp。 Preparation Opportunity Assessment Process Alignment Performance Measurement Keys to Project ? Joint BellSouth/Arthur Andersen teams ? Effective munication with work force ? Fulltime, focused resources ? Focus on simplification, streamlining and quality ? Develop specific implementation plans, including process, anization, work force, targets, and time frames PROJECT APPROACH TELECOMMUNICATIONS 9 BELLSOUTH RTHUR NDERSEN amp。 O, A A C SC B el lS ou thC al l M anag e me nt Pr ojec tPha se I Pha se II Pha se III Pha se IVP lann i ngamp。 P rep a rati onO pp or tun it yA s s es s men tP ro ces s A lign m entP erfo rm a nceM eas ur em entPhase I Planning amp。 Preparation Key Objectives The key objectives of the Planning and Preparation phase are as follows: ? Perform cluster analysis ? Refine objectives and strategy ? Organize teams ? Further understand anization and key interfaces ? Prepare kickoff munications ? Plan project, finalize work plan and establish key target dates ? Orient and train team members Approach The approach to achieving these objectives is to: ? Hold project team meetings ? Discuss munications strategy ? Hold training sessions ? Conduct a group team building exercise ? Discuss activity dictionary with appropriate client personnel Key Deliverables The key deliverables of the Planning and Preparation phase are as follows: ? Appoint and train project team ? Finalize munications plan ? Develop timeline for remainder of project ? Activity Dictionary PROJECT APPROACH TELECOMMUNICATIONS 10 BELLSOUTH RTHUR NDERSEN amp。 O, A A C SC Phase II Opportunity Assessment Key Objectives The key objectives of the Opportunity Assessment phase are as follows: ? Understand functions/processes/activities/tasks ? Understand expectations of key constituents ? Focus resources in high opportunity areas ? Review customer satisfaction information Approach The approach to achieving these objectives is to: ? Utilize joint AA/BST observation teams ? Interview key managers and client personnel ? Analyze and document key processes and activities ? Survey client personnel ? Perform sampling of significant work activities ? Document “as is” performance of critical processes Key Deliverables The key deliverables of the Opportunity Assessment phase are as follows: ? Obtain understanding of expectations, needs and concerns ? Identify and obtain highlevel understanding of opportunities ? Current process map ? Activity based costing analysis PROJECT APPROACH BellSouth Call Management Project Phase I Phase II Phase III Phase IV Planning amp。 Preparation Opportunity Assessment Process Alignment Performance Measurement TELECOMMUNICATIONS 11 BELLSOUTH RTHUR NDERSEN amp。 O, A A C SC Phase III Process Alignment Key Objectives The key objectives of the Process Alignment phase are as follows: ? Develop remendations for work simplification ? Obtain buyin ? Develop performance measures Approach The approach to achieving these objectives is to: ? Perform detailed analysis of opportunities identified and developed ? Redesign selected processes and document specific actions required to implement improvements ? Review findings and obtain buyin from key stakeholders Key Deliverables The key deliv