【正文】 partnering with our people as well as our clients. Success: Success as defined by the client rather than specifically defining the oute as wealth creation, shareholder value, etc. New Economy: The new world of business that has evolved and the new munity that works in it. 52 Refer to the Arthur Andersen Architected Solutions section of the appendix for a detailed description of this approach. Arthur Andersen Architected Solutions Methodology 53 未來 現(xiàn)況 落實執(zhí)行 組織文化與變革流程 領導團隊的領導力與承諾 個人與團隊能力 變革促動結構 溝通策略 組織設計與績效管理 變革願景 變革準備度 … and transformed by Change Enablement 問題與討論 。 ownership/Change Enablement ? Start with strategy articulation/business requirement ? Partnership/Roles amp。 provide expected ship dates and delivery dates ? The ability to provide upsell and crosssell intelligent logic ? The ability to view item(s) domestic and international price breakdown Service Request Management ? The ability to retrieve detail warehouse manifest information ? The ability to view customer cancellation history ? The ability to capture reason for cancellations / returns / exchanges ? The ability to retrieve drop ship information ? The ability to view customer return history ? The ability to update customer’s method of payment on individual line item(s) ? The ability to retrieve customer outstanding balances ? The ability to issue a tracer ? The ability to maintain audit trail of customer munication Campaign Management ? The ability to set up detailed information for each campaign ? The ability to set up a campaign in a test database and copy to a production database ? The ability to provide detail scripting of entire campaign ? The ability to update campaign detail information ? Ability to support loyalty programs (. Frequent Shopper) Order Management ? The ability to allocate inventory based on customer segment ? The ability to transmit orders to Move throughout the day ? The ability to capture the reason for return ? The ability to identify returns and allocate to fulfill backorders ? The ability to automatically generate backorder notifications Performance Measurement ? The ability to set up key performance parameters ? The ability to review online key performance metrics ? The ability to analyze trends ? The ability to transmit missions to Payroll Call Center Training ? The ability to conduct online training ? The ability to track Help screens accessed by employees ? The ability to access the test campaign set up to conduct ICOM training Channel Management ? The ability to define features of a new sales channel (who, what, where, how and why) ? The ability to configure or establish business rules, application logic, user functionality, system interfaces, and process flows to support a new channel 44 Component prototyping/implementation User Interface Business Logic Data base ?Screens ?Views ?Applications ?Objectives ?Rules ?Components ?Tables ?Columns WHO WHAT WHERE HOW Organization Data Tools Process Sponsor Executive Designer Builder 45 Customer Sales amp。 Systems Testing Business Sponsor IS Sponsor Client Project Manager Project Team User Requirements Lead Focus User Team Marketing Administrator Data conversions and Interfaces Lead Data Cleaning Rep from other applications Interface Mgr amp。 Profitability TechnologyEnabled Solutions ?eBusiness Solutions ?Data Warehouse Management and Decision Support ?Integrated Customer Relationship Management Systems ?Market and Product Lifecycle Management Solutions Integrated solutions to maximize customer value 26 Transactional Systems Customer Modeling External sources Churn Analysis Customer Service Contact Center Marketing/ Promotions Customer Value Customer Intelligence Platform Product Configurator CRM Systems Campaign Management Customer Interaction Platform Sales Force eBusiness Customercentric solution architecture 27 ? Industry benchmarks ? Market research ? Competitive intelligence External Data Sources ? Operational data ? Marketing, sales, service data ? ERP data Internal Data Sources Customer Intelligence System Data warehouse Supporting technology: data