【正文】 s’ needs/wants. This oneyear study involved the following panies: ? Adaptec ? Apple ? Auspex ? Compaq ? Dell ? Epson ? Fujitsu ? HewlettPackard ? Hitachi ? IBM ? Intel ? NEC ? Olivetti ? Seagate ? Sharp ? Sony ? Sun Microsystems ? Toshiba ? Wyse Technology 36 Leadership ? Communication and Change Management Facts and Best Practices ? Education and Training ? Empowerment, Applause and Appreciation Customer Quality Framework 37 Customer Satisfaction Results “ As is” Process and Costs Facilitation (Conexus) Consensus on ?Factors most important to customers ?Values and mission ?Action Plans measurement of cause and effect between process and satisfaction Strategic Mission (Executive Office) CUSTOMER FOCUS Process Alignment CUSTOMER SATISFACTION PROCESS Methodology 38 Customer Service Has Three Dimensions . . . Providing valueadded services Managing exceptions Mastering the basics . . . Success is based on a good foundation Creativity Flexibility Credibility Methodology 39 GOAL OF CUSTOMER SATISFACTION How do you define a “ satisfied customer?”
。 Customer Satisfaction Proposal for Professional Services 2 Executive Summary Firm Background ? Worldwide ? Consulting Practice ? Pacific Northwest Firm Qualifications ? Why Arthur Andersen? ? Selected Clients and Projects ? IBC Relationship Methodology ? Strategy ? Organization Costs PROPOSAL OUTLINE 3 Executive Summary We are very pleased to have this opportunity to submit the following proposal to Microsoft to partner with the Company in the design and implementation of a prehensive customer satisfaction system. UNDERSTANDING OF YOUR NEEDS Based upon our discussions with you and our understanding of the Microsoft environment, following is our understanding of your needs and expectations : ?Develop a systematic process for gathering data from internal and external customers of Worldwide Operations (Financial Operations, ITG and Manufacturing) ?Use the information gathered to develop a process for continuous improvement Identify business processes Re engineer key processes to align them with the customer Develop performance measures to reenforce desired behavior Benchmark best practices in customer satisfaction ?Drive out unnecessary cycle time to reduce cost ?Use the system to support being a business advisor to the customer 4 OVERALL APPROACH Consistent with the approach used for the workflows project, our process designers will work with Microsoft personnel assigned to the team. This is important to ensure the design and implementation of the customer satisfaction process is a Microsoft driven effort and not an outside consultant’ s project. In addition, the approach ensures ownership of the process and its results transfer to the Company. Following are some of the key points regarding how we will approach the process of designing and implementing a prehensive customer satisfaction system with Microsoft: ? Centrally managed and controlled by a team based in Seattle ? Utilize the insight and expertise of worldwide experts /resources: Customer Satisfaction , Global Best Practices Performance measurement Process Design and re engineering Financial operations, Information Systems, manufacturing and distribution ? Multiple tasks and processes will be performed in parallel ? Phased initiative to maintain and build momentum ? Utilize existing Microsoft tools to enhance efficiency and buyin Executive Summary 5 PARTNERING We understand the importance of the customer satisfaction and benchmarking effort to the business issues facing Microsoft. Successful implementation takes a significant amount of effort and expectation management in order to be successful. The mindset we bring to the approach is one of working with Microsoft over the long haul as a partner. We will work with you to help implement the change that will need to be made in order to respond efficiently and effectively. As partners we both a have a lot at stake. This ensures ownership of a process, even when it is difficult, that strives for the best answer. We are mitted to helping Microsoft create a successful solution that exceeds your customers expectations and fits in your environment. Microsoft and Arthur Andersen . . . partners “ Putting insight into practice” Executive Summary 6 Arthur Andersen Co. , . includes two strategic business units that work together to form the world’ s largest consulting practice best suited for partnering with Microsoft: $ billion in 1992 34,000 professionals $ billion in 1992 26,000 professionals $ billion in 1992 13% growth worldwide ARTHUR ANDERSEN CO. ,. A R TH UR A N D E R S E N C o . . A N D E RS E N A RTH U RA R TH UR A N D E R S E N C o . . C O N S U L TIN G A N D E RS E N Firm Background ?Operational Consulting ?Strategic Services ?Systems Integration ?Specialty Consulting Services provided by Andersen include: 7 Guatemala Mexico Netherlands Antilles Peru Puerto Rico United States Venezuela Asia Pacific Australia Brunei China Hong Kong Indonesia Japan Malaysia New Zealand Philippines Singapore South Korea Taiwan Thailand The Worldwide Organization has 318 permanent offices in 72 countries Americas Argentina Bermuda Brazil Canada Cayman Islands Columbia Ecuador Bahrain Belgium Bulgaria Cameroon Croatia Czech Republic Denmark Egypt Finland France Germany Greece Hungary India Ireland Italy Ivory Coast Jordan Kuwait Latvia Luxembo