【正文】 begins with the principle of partnering with our clients: ? Requires both entities to have something at stake ? Motivates the partners to work together in striving for success ? The process creates ownership ? Partnering fosters a process vs project mindset (“ We are in this together for the long haul”) ? Partnering focuses on the process of what it takes to succeed ? The rewards of success are shared by the partners Microsoft Arthur Andersen Firm Qualifications 17 ONE FIRM CONCEPT Delivering quality on a regular basis requires consistently applied methods and processes. Our “one firm approach” to client service encourages such application which means you get consistent quality service and results world wide. ? Centrally coordinated and controlled by our Seattle office ? Local country participation ensures cultural sensitivity ? Allows for greater global responsiveness ? No internal barriers to inhibit getting the right resources for the job “process variation is the enemy. . .” Firm Qualifications 18 Firm Qualifications We understand the importance of customer satisfaction and performance measurement, and their relationship to the pursuit of excellence in striving for consistent “Baldridge level” performance. Following is a partial list of Arthur Andersen clients for whom we provided consulting services in one or more of these areas: Finance, Manufacturing/Distribution, Information Systems. Many of these panies are Malcolm Baldridge Award winners/applicants: ? A T T ? Abbott Laboratories ? Ameritech ? AMP ? Apple ? Applied Magics ? Associated Grocers ? Bell South ? Blue Cross/Blue Shield ? British Gas ? Campbell Soup ? Carolina Power and Light ? CIGNA ? ColgatePalmolive ? Estee Lauder ? First Interstate Bank ? Frigoscandia ? GTE ? Harley Davidson ? HewlettPackard ? ICI Pharmaceuticals ? ITT ? KFC ? Kraft General Foods ? Marriott ? Merck ? Metromedia ? Miami Herald ? Microsoft ? Milliken ? Mutual of New York ? Nynex ? Olin Chemical ? Olivetti ? Pacific Gas Electric ? Pacific Telesis ? Pope Talbot ? Salomon Brothers ? Smithkline Beecham ? Southern California Edison ? Southwestern Bell ? Subaru of America ? Texas Instruments ? Time Warner ? TV Guide ? U S WEST ? Weyerhauser Mortgage ? WyethAyerst ? Wyle Labs SELECTED CLIENTS 19 Firm Qualifications PROJECT EXAMPLES We have assisted many large panies with their customer satisfaction programs. A sample of these are discussed in the following project summaries. 20 Situation: With increasing pressure from regulators to control prices and related costs, the RBOC’s had no choice but to evaluate the way they did business. Their finance departments were distributed across multiple states with duplicate processes in each location. Three Regional Bell Operating Companies ?Review internal customer satisfaction relating to management information needs. ?Work with management to identify opportunities for dramatic improvements in business processes. ?Revise business processes and output to meet specific users’ and management’s needs. ?Develop an implementation strategy with specific action steps to be taken. ?Increased quality with clearer direction, responsibilities, and needs. ?Consolidation of like finance functions into single locations resulting in anizational cost reductions. ?New reporting formats to focus in on key performance indicators. ?Improved integration between finance and information systems for improved munication and results. AA was engaged to perform a review of the RBOC’s multiple locations to achieve the following: Our Role Results The project team’s remendations have led to the following: Firm Qualifications 21 Situation: The pany was being increasingly concerned that certain inhouse support functions were prohibitively expensive and might be less expensive if purchased from the outside. In order to better understand the need for such expenditures, the pany decided to undergo a cost/benefit study to determine which services should remain internal or be outsourced. Consumer Products Company ?Identify opportunities for customer satisfaction, business process improvement, and cost reductions. ?Determine for each of six departments the cost/benefit of continuing to perform such functions inhouse vs. outsourcing. ?Calculate current cost structures, as well as actual alternatives, based on bids from outside firms. ?Communicate project results and assist in the creation of an implementation schedule. ?Decisions by management to keep substantially all functions inhouse. ?Remendations to further reduce the cost of operating each function. ?Improved management understanding of such functions and the related skill sets required. AA was engaged to conduct an operational review and cost/benefit analysis to achieve the following: Our Role Results The project team’s remendations resulted in the following: Firm Qualifications 22 Situation: Due to general economic conditions, and persistent soft industry pricing, this leading concern downsized its white collar workforce by 3040%. Two years later, quality was diminishing, overtime was increasing, job fragmentation was increasing, and satisfaction diminishing. The client wanted to eliminate nonessential work and improve the quality of the work that was done. Manufacturing Company ?Perform a high level analysis of the challenge., with particular consideration to customer satisfaction. ?Develop an approach using tried and true analysis protocols and intervention techniques. ?Form and lead a joint client/AA team to conduct analysis and make practical, sustainable remendations for change.