【正文】 s entire customer satisfaction efforts . . . Worldwide: Firm Background 9 Andersen’ s Strategic Services practice forms the foundation for its range of services: ? Effective Strategic Planning is an integral first step in creating sustainable petitive advantage ? Successful strategic planning involves anticipating, initiating, or reacting to change, by matching business priorities with strategies that are achievable and implementable ? Strategic Services provides business planning, market planning and information technology planning STRATEGIC SERVICES Firm Background 10 The Systems Integration practice focuses on integrating the application of hardware, software and munication technology with the business processes to support the business strategy ? Application Design and Installation ? Systems Building ? Systems Implementation and Support SYSTEMS INTEGRATION SERVICES Firm Background 11 THE PACIFIC NORTHWEST PRACTICE Andersen has the largest and most diverse consulting practice in the Pacific Northwest providing Microsoft with a strong local team to help centrally manage the worldwide efforts of the customer satisfaction rollout: ? Over 300 professionals ? Expertise in customer satisfaction, performance measurement, process design and re engineering ? Strategic planning ? Change management expertise ? Expertise recognized firmwide in financial operations and information systems process design and re engineering ? Expertise recognized firmwide in the application and use of CoNexus ? Global best practices expertise ? Expertise in Total Quality and tools of quality : Re engineering Management Systems Systematic Problem Solving Team Building Quality Functional Deployment Activity Based Costing Statistical Process Control Firm Background 12 Firm Qualifications Why Arthur Andersen Co, SC Qualities and characteristics Arthur Andersen brings : ?Partnership mindset ?Ability to walk with you through the entire process ( See Methodology tab for details ) ?Our worldwide “ one firm” approach ensures: Consistent and reliable methods and processes Global responsiveness The right resource for the job anywhere in the world Annual worldwide Microsoft client service meeting ?Multiple international offices ensures cultural sensitivity ?Worldwide breadth and depth to help you design and implement multiple processes simultaneously (We do not just make observations and go away. . . we help you “ put insight into practice” to achieve results.) ?Worldwide experience . . . “ We’ ve been there before” ?In it for the long haul to ensure your sustained success 13 Qualities and characteristics Arthur Andersen brings (Cont.): ? Proven methods, practices and results ” Big picture” Customer satisfaction Process design and re engineering Performance measurement Benchmarking/Best practices ? Various proprietary tools to expedite the process: Global Best Practices knowledge base Customer Satisfaction Management Workshop Activity Dictionary data base Automated CoNexus facilitation Leadership development Simulation School Awareness, Buyin and Ownership(ABO) change continuum Change readiness surveys ? We use Microsoft preferred tools (. ATI, Access, Excel, Word, Power point ) Firm Qualifications 14 Qualities and characteristics Arthur Andersen brings (Cont.): ? Ability to “ open doors” : Global Best Practices mon interest groups International Benchmarking Clearinghouse (IBC) founding member IBC Founding Member panies Baldridge panies World wide benchmarking work on CD ROM World wide clients ? National Affiliation with American Electronics Association (AEA) in Total Quality ? Customer Satisfaction Best Practices study ? Dedicated group for internal and external customer satisfaction Process and survey development Firm Qualifications 15 ? We go beyond training by facilitating the process of implementation ? We have a lot at stake. . . we are in your backyard ? We bring an objective business perspective that understands your business Financial operations Information systems Manufacturing ? We walk the talk Third year of internal customer satisfaction process Baldridge applicant Qualities and characteristics Arthur Andersen brings (Cont.): Microsoft and Arthur Andersen . . . partners “ Putting insight into practice” Firm Qualifications 16 PARTNERING MINDSET Our approach 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 str