【正文】 ictionary 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。 Preparation Opportunity Assessment Process Alignment Performance Measurement TELECOMMUNICATIONS 12 BELLSOUTH RTHUR NDERSEN amp。 O, A A C SC ? Changing the Right Things ? Obtaining Real Savings ? Maintaining Service While Change Occurs ? Linkage with business strategies ? Focus on internal and external customers ? Objective analysis ? Strong management mitment ? Setting a fast pace for analysis and implementation ? Buyin at all levels ? Measure results ? Proper staffing of project ? Fast pace ? Communicate goals and objectives to all employees Keys to Success Management Issues PROJECT APPROACH TELECOMMUNICATIONS 15 BELLSOUTH RTHUR NDERSEN amp。 O, A A C SC Exhibit I Project Experience Major Local Exchange Carrier Management Challenge Increasing petition and deregulation movements have driven panies to focus their efforts on increasing their efficiency, effectiveness and customer service to achieve continued success. This Company believed improvements could be achieved in their Business Office service order and billing inquiry processes and activities to reduce costs and improve quality while increasing customer service. Objectives 1. To determine whether service order and billing inquiry processing activities were streamlined effectively to meet customer needs. 2. To identify and develop remendations to reduce processing cycle times while maintaining or improving customer service. 3. To develop remendations to ensure a totally customerfocused anization. 4. To develop performance measures to support continuous improvement. Approach All significant Business Office work activities were reviewed for improvement. Process and activity analysis, activitybased cost analysis, work sampling and process mapping were used to help identify opportunities and develop remendations. Benefits Business Office processes and activities were reengineered, resulting in decreased processing cycle time and increased customer service. Increased customer service levels were achieved through improvements in labor management and staffing. Performance measures were established to properly monitor these very important practices. Some of the significant benefits included: ? The pany’s cost per service order decreased 35% while improving quality and increasing customer service. ? Billing inquiry volume decreased 19% and processing time per inquiry decreased 25%. ? The allpositionsbusy and customerswaitinginqueue time decreased significantly and resulted in improved customer service. TELECOMMUNICATIONS 18 BELLSOUTH RTHUR NDERSEN amp。 Tools Requirements Planning Phase: 1. Work room for team members to conduct planning (1015 people capacity). Training Sessions: 1. Room to conduct training sessions. Should be large enough so 10 25 people can attend the session. 2. Presentation equipment: Overhead projector and screen, flip chart with pens. Interview and Analysis Periods: 1. Work area for the team to work in. Hopefully secured or away from people, so the team can freely discuss their ideas. Large enough for both teams, or two separate rooms for the two teams. 2. Area to conduct interviews and munication sessions. We will need 2 4 rooms for interviews and munication sessions. The teams can be very flexible on the interview space (., we can interview in lunch rooms, empty offices, etc.). Miscellaneous Items: 1. Phone line dedicated to team to receive/make phone calls or access to a phone. 2. 1 2 laser jet printers (preferably Hewlett Packard III or better). 3. BellSouth team members will need puters (or have access) to assist in their analysis. Software used by AAa