【正文】 ering CORE ? Job Design AM Work Content Review ? Training Training and Documentation Project ? FNS Strategic Information Initiative ? Florida Billing Settlement Andersen is familiar with BellSouth’s efforts to improve the quality of service, and availability of services and productivity in customer services: ? Service representatives and collection representatives represent the front line linkage and contact point for this service. ? Moving to 24houraday, 7dayaweek availability requires changes for the pany. ? Small productivity increases in contact employee performance represent a substantial savings in BellSouth’s annual contact employee expenditure. ? Future reengineering efforts will affect the system ponent of the provisioning process. ? Andersen has historically realized significant and quick productivity savings in redesigning these processes. CALL MANAGEMENT PROCESS IMPROVEMENT UNDERSTANDING YOUR NEEDS TELECOMMUNICATIONS 5 BELLSOUTH RTHUR NDERSEN amp。 O, A A C SC During the past several months, BST has initiated several corporate initiatives aimed at responding to the focus on excellence through quality. The total quality policy was adopted because BST realized the need to position itself more petitively within the industry. CHALLENGES The environment surrounding today’s business is constantly changing. Pressure on the workforce is increasing from a variety of perspectives: ? Increased workforce productivity ? Changes in technology ? Job plexity ? Customer demands and expectations Corporate wide responses: ? Foundation Network Strategy ? The Quality Advantage ? Business Process Reengineering Efforts ? Process Improvement Projects ? Training amp。It is remended that, for optimal results, this file be printed to a Series III or higher printer. TELECOMMUNICATIONS 2 BELLSOUTH RTHUR NDERSEN amp。 O, A A C SC Our Understanding of Your Needs................................................ 2 Project Approach............................................................................... 6 Benefits of Our Approach.............................................................. 14 Project Timeline and Professional Fees........................................ 15 Exhibits I. Project Experiences..................................................................... 16 II. Project Requirements..................................................................19 TABLE OF CONTENTS Preliminary and Tentative for Discussion Purposes Only TELECOMMUNICATIONS 3 BELLSOUTH RTHUR NDERSEN amp。 Documentation BST RESPONSES BUSINESS NEEDS UNDERSTANDING YOUR NEEDS TELECOMMUNICATIONS 4 BELLSOUTH RTHUR NDERSEN amp。 O, A A C SC Effectiveness amp。 O, A A C SC PRIMARY 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 NEEDS TELECOMMUNICATIONS 7 BELLSOUTH RTHUR NDERSEN amp。 O, A A C SC BellSouth Call Management Project Phase I Phase II Phase II