【正文】 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 NDERSEN 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 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。 O, A A C SC Phase III Process Alignment Key Objectives The key objectives of the Process Alignment phase are as follows: ? Develop remendations for work simplification ? Obtain buyin ? Develop performance measures Approach The approach to achieving these objectives is to: ? Perform detailed analysis of opportunities identified and developed ? Redesign selected processes and document specific actions required to implement improvements ? Review findings and obtain buyin from key stakeholders Key Deliverables The key deliverables of the Process Alignment phase are as follows: ? Revised processes ? Organization and work force needs ? Quantification of savings ? Performance measures developed for continuous improvement PROJECT APPROACH BellSouth Call Management Project Phase I Phase II Phase III Phase IV Planning amp。 O, A A C SC Phase II Opportunity Assessment Key Objectives The key objectives of the Opportunity Assessment phase are as follows: ? Understand functions/processes/activities/tasks ? Understand expectations of key constituents ? Focus resources in high opportunity areas ? Review customer satisfaction information Approach The approach to achieving these objectives is to: ? Utilize joint AA/BST observation teams ? Interview key managers and client personnel ? Analyze and document key processes and activities ? Survey client personnel ? Perform sampling of significant work activities ? Document “as is” performance of critical processes Key Deliverables The key deliverables of the Opportunity Assessment phase are as follows: ? Obtain understanding of expectations, needs and concerns ? Identify and obtain highlevel understanding of opportunities ? Current process map ? Activity based costing analysis PROJECT APPROACH BellSouth Call Management Project Phase I Phase II Phase III Phase IV Planning 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。 Preparation Opportunity Assessment Process Alignment Performance Measurement Keys to Project ? Joint BellSouth/Arthur Andersen teams ? Effective munication with work force ? Fulltime, focused resources ? Focus on simplification, streamlining and quality ? Develop specific implementation plans, including process, anization, work force, targets, and time frames PROJECT APPROACH TELECOMMUNICATIONS 9 BELLSOUTH RTHUR NDERSEN amp。 O, A A C SC Arthur Andersen Business Improvement Model: Customer Focused Management Strategic Positioning Performance Measurement Customer Satisfaction Process Alignment Change Environment Build Enduring Relationships Improve Continuously Manage Resources to Create Value PROJECT APPROACH TELECOMMUNICATIONS 8 BELLSOUTH RTHUR NDERSEN amp。 Efficiency Continuous Improvement Unit Costs Process Time Customer Service Quality BellSouth Call Management UNDERSTANDING YOUR NEEDS TELECOMMUNICATIONS 6 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 Reengine