【正文】 debt percentage decreased dramatically. Approach All significant collection 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. TELECOMMUNICATIONS 20 BELLSOUTH RTHUR NDERSEN amp。 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 IV Performance Measurement Key Objectives The key objectives of the Performance Measurement phase are as follows: ? Develop specific implementation plans ? Communicate plans and action steps to appropriate personnel ? Smooth transition into implementation Approach The approach to achieving these objectives is to: ? Summarize, prioritize, and sequence opportunities for change ? Develop high level implementation plans ? Appoint implementation teams ? Assign responsibility ? Develop timeline and monitoring process ? Develop and track key performance measures Key Deliverables The key deliverables of the Performance Measurement phase are as follows: ? High level implementation plans ? Staffing and budget modifications ? Responsibility and timing ? Management considerations for monitoring ? Overall monitoring process PROJECT APPROACH TELECOMMUNICATIONS 13 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。 Documentation BST RESPONSES BUSINESS NEEDS UNDERSTANDING YOUR NEEDS TELECOMMUNICATIONS 4 BELLSOUTH RTHUR NDERSEN amp。 O, A A C SC BST/ANDERSEN TEAM BellSouth Telemunications and Andersen have successfully worked together on a number of the business responses: ? Business Process Reengineering CORE ? Job Design AM Work Content Review ? Training Training and Documentation Project ? FNS Strategic Information Initiative ? Florida Billing Settlement Andersen is familiar with BellSouth’s efforts to improve the quality of service, and availability of services and productivity in customer services: ? Service representatives and collection representatives represent the front line linkage and contact point for this service. ? Moving to 24houraday, 7dayaweek availability requires changes for the pany. ? Small productivity increases in contact employee performance represent a substantial savings in BellSouth’s annual contact employee expenditure. ? Future reengineering efforts will affect the system ponent of the provisioning process. ? Andersen has historically realized significant and quick productivity savings in redesigning these processes. CALL MANAGEMENT PROCESS IMPROVEMENT UNDERSTANDING YOUR NEEDS TELECOMMUNICATIONS 5 BELLSOUTH RTHUR NDERSEN amp。 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。 O, A A C SC ? Communication ? Obtaining BuyIn ? Turf Protection ? Frequent management munication throughout process ? Multilevel interaction ? Participative process ? Bottomup analysis and clearance ? Focus on activities, not people ? Joint project teams ? Development of objective data base ? Strong management direction ? Objective perspective of teams Keys to Success Management Issues PROJECT APPROACH TELECOMMUNICATIONS 14 BELLSOUTH RTHUR NDERSEN amp。 O, A A C SC Exhibit II Project Requirements Space amp。Co.: Microsoft Word Microsoft Excel ABC Flowcharter Paradox 4. AAamp。 O, A A C SC ? Builds crossfunctional understanding throughout anization ? Injects fresh ideas and perspectives ? Reduces cost, presses elapsed process time and improves customer service ? Utilizes knowledge base of how other panies have solved these issues ? Use of experts minimizes your long term investment BENEFITS OF OUR APPROACH TELECOMMUNICATIONS 16 BELLSOUTH RTHUR