【文章內(nèi)容簡(jiǎn)介】 d capable of performing their new responsibilities.Details of activities and tasks to be undertaken are set out in the appendix to this document.Resources and TimingSkills and Experience RequiredThis project requires a bination of resources that bring skills and experience in customer service, process reengineering and system configuration to the project. Specifically, the project requires access to resources that have an indepth knowledge of current Huawei post sales customer service practices and procedures. The skills required by the project are listed below. Note: It is important that the scope of these skills should be covered by the entire project team. It should not be expected that a single individual possess all the required skills in the categories under which they are listed. Huawei Skills: Knowledge of current “Provide Post Sales Customer Support” process within Huawei. Knowledge of current systems being used in Huwaei. Oracle Skills: Specific knowledge of the capabilities and configuration options of the Oracle ‘Service’ module. System capacity planning and definition of infrastructure requirements. Oracle application Database Administration. Consultancy Skills: Customer service subject matter expertise, preferably from a hardware and software manufacturing industry. Packaged based business transformation including process assessment, system assessment, organisation assessment, process improvement design, solution design, implementation strategy and planning. IT Consultant who can evaluate the existing technologies and I/T tools that customer services function is using, and help in designing future technologies and I/T capabilities.Resources RequiredTo plete this project requires a coordinated team of Huawei and consulting resources as set out below: Huawei Project Core Team Project Executive Sponsor – part time role to review and approve remendations made by the project team. In addition the Project Executive Sponsor will be required to support the project team by removing obstacles to the project’s success should they arise. It is expected that the head of the Customer Services department should undertake this role.Project Manager full time responsibility (in conjunction with the Consulting Project Manager) for overall project delivery. Specifically the Project Manager will be responsible for liaison with other Project Managers to ensure consistency across the overall Program, liaison with the Consulting Project Manager to ensure project effectiveness, consultation with the Huawei Project Executive Sponsor and Huawei management to ensure understanding and acceptability of designs and solutions.Subject Matter Experts – full time role to provide advice on current customer services practices and work with the consulting team to develop the new process designs Huawei Business Department staff Subject matter experts from various functions who are involved in the “Provide Post Sales Customer Support” process. ConsultantsProject Executive – part time quality review for subject matter rigour and consistency within the overall program initiative.Project Manager – full time responsibility (in conjunction with the Huawei Project Manager) for overall project delivery. Specifically the Project Manager will be responsible for liaison with other Project Managers to ensure consistency across the overall Program, liaison with the Huawei Project Manager to ensure project effectiveness, consultation with the Huawei Project Executive Sponsor and Huawei management to ensure understanding and acceptability of designs and solutions.Lead Consultant – full time responsibility for day to day direction of the project team. Specifically the Lead Consultant will be responsible for project planning。 provision of subject matter expertise and leadership in thinking and issue resolution。 directing the new process design。 coordinating the reengineering and application specialist consultants to ensure cohesion between the process and systems.Reengineering Consultant – full time role undertaking reengineering activities at the direction of the Lead Consultant. The Consultant will have responsibility for assisting the Lead Consultant with the assessment of current operations and design of the new process.IT Consultant part time role to: understand current Huawei IT tools being used in the Customer Service department and design the overall future IT architecture for Customer Services.Oracle Consultant – part time role with responsibility for: providing specialist package advice on the use of the Oracle “Service” module。 assisting the reengineering consultants to develop new process designs around the capabilities of the package。 and specifying configuration requirements.Oracle Technical Consultant part time role to: establish project environments for Oracle software。 load relevant software。 assist with the identification of conceptual design implications for IT systems。 and define the future IT infrastructure.Timing and InterdependenciesThis project should be pleted within an elapsed time of 7 months depending on availability of Huawei resources and access to Huawei staff / management and information needs during the course of the project. This is broken down as follows: Focus Phase 3 month. Invent Phase 4 months. Launch Phase to be determined during Invent phase.This project is dependent on the Costing initiative to provide cost standards and rules for cost calculations and to provide the systems required to capture and report customer service costs. Specifically: The ability to capture detailed cost information to assist in managing Customer Service as a business requires that cost information be collected at appropriate steps in each of the relevant business processes. The Costing project will define the standards and rules for calculating costs and thus assist in determining where