【正文】 THUR NDERSEN O, AA C SCPRIMARY BUSINESS OFFICE PROCESSES Customer Service Service Order Processing [new service requests, LD carrier, transfers, charges, disconnects, etc] Billing Inquires Respond to customer inquiries Telemarketing Directory assistance Billing and collection Credit policy administration Accounts receivable management and customer accounts analysis Past due accounts collection and payment arrangements Investigate and resolve customer account adjustments Service denial and restoration Bill generation Process and record payments Assignment Assign facilities Programming Sales Sales/marketing planning Sales/marketing customer accounts Account development and service Telemarketing Directory assistance Records Customer records setup and maintenance Billing system setup and maintenance Exception processing Installation and Maintenance/Repair Maintenance and/repair loop testing Schedule and dispatch installation and maintenance/repair work Monitor and clear scheduled work Updating and maintaining maintenance/repair database UNDERSTANDING YOUR NEEDSTELECOMMUNICATIONS7BELLSOUTHRTHUR NDERSEN O, AA C SCArthur Andersen Business Improvement Model:Customer Focused ManagementStrategicPositioningPerformanceMeasurementCustomerSatisfactionProcessAlignmentChangeEnvironmentBuild Enduring RelationshipsImprove ContinuouslyManage Resources to Create ValuePROJECT APPROACHTELECOMMUNICATIONS8BELLSOUTHRTHUR NDERSEN O, AA C SCBellSouthCall Management ProjectPhase I Phase II Phase III Phase IVPlanning PreparationOpportunityAssessmentProcess AlignmentPerformanceMeasurementKeys to Projectq Joint BellSouth/Arthur Andersen teamsq Effective munication with work forceq Fulltime, focused resourcesq Focus on simplification, streamlining and qualityq Develop specific implementation plans, including process, anization, work force, targets, and time framesPROJECT APPROACHTELECOMMUNICATIONS9BELLSOUTHRTHUR NDERSEN O, AA C SCPhase IPlanning PreparationKey ObjectivesThe key objectives of the Planning and Preparation phase are as follows:q Perform cluster analysis q Refine objectives and strategyq Organize teamsq Further understand anization and key interfacesq Prepare kickoff municationsq Plan project, finalize work plan and establish key target datesq Orient and train team membersApproachThe approach to achieving these objectives is to:q Hold project team meetingsq Discuss munications strategyq Hold training sessionsq Conduct a group team building exerciseq Discuss activity dictionary with appropriate client personnelKey DeliverablesThe key deliverables of the Planning and Preparation phase are as follows:q Appoint and train project team q Finalize munications planq Develop timeline for remainder of projectq Activity DictionaryPROJECT APPROACHTELECOMMUNICATIONS10BELLSOUTHRTHUR NDERSEN O, AA C SCPhase IIOpportunityAssessmentKey ObjectivesThe key objectives of the Opportunity Assessment phase are as follows:q Understand functions/processes/activities/tasksq Understand expectations of key constituentsq Focus resources in high opportunity areasq Review customer satisfaction informationApproachThe approach to achieving these objectives is to:q Utilize joint AA/BST observation teamsq Interview key managers and client personnelq Analyze and document key processes and activitiesq Survey client personnelq Perform sampling of significant work activitiesq Document “as is” performance of critical processesKey DeliverablesThe key deliverables of the Opportunity Assessment phase are as follows:q Obtain understanding of expectations, needs and concernsq Identify and obtain highlevel understanding of opportunitiesq Current process mapq Activity based costing analysisPROJECT APPROACHBellSouthCall Management ProjectPhase I Phase II Phase III Phase IVPlanning PreparationOpportunityAssessmentProcess AlignmentPerformanceMeasurementTELECOMMUNICATIONS11BELLSOUTHRTHUR NDERSEN O, AA C SCPhase IIIProcess