【正文】 I Phase IV Planning 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。 Preparation Key Objectives The key objectives of the Planning and Preparation phase are as follows: ? Perform cluster analysis ? Refine objectives and strategy ? Organize teams ? Further understand anization and key interfaces ? Prepare kickoff munications ? Plan project, finalize work plan and establish key target dates ? Orient and train team members Approach The approach to achieving these objectives is to: ? Hold project team meetings ? Discuss munications strategy ? Hold training sessions ? Conduct a group team building exercise ? Discuss activity dictionary with appropriate client personnel Key Deliverables The key deliverables of the Planning and Preparation phase are as follows: ? Appoint and train project team ? Finalize munications plan ? Develop timeline for remainder of project ? Activity Dictionary PROJECT APPROACH TELECOMMUNICATIONS 10 BELLSOUTH RTHUR NDERSEN amp。 Preparation Opportunity Assessment Process Alignment Performance Measurement TELECOMMUNICATIONS 11 BELLSOUTH RTHUR NDERSEN amp。 Preparation Opportunity Assessment Process Alignment Performance Measurement TELECOMMUNICATIONS 12 BELLSOUTH RTHUR NDERSEN 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 IV Performance Measurement Key Objectives The key objectives of the Performance Measurement phase are as follows: ? Develop specific implementation plans ? Communicate plans and action steps to appropriate personnel ? Smooth transition into implementation Approach The approach to achieving these objectives is to: ? Summarize, prioritize, and sequence opportunities for change ? Develop high level implementation plans ? Appoint implementation teams ? Assign responsibility ? Develop timeline and monitoring process ? Develop and track key performance measures Key Deliverables The key deliverables of the Performance Measurement phase are as follows: ? High level implementation plans ? Staffing and budget modifications ? Responsibility and timing ? Management considerations for monitoring ? Overall monitoring process PROJECT APPROACH TELECOMMUNICATIONS 13 BELLSOUTH RTHUR NDERSEN amp。 O, A A C SC ? Changing the Right Things ? Obtaining Real Savings ? Maintaining Service While Change Occurs ? Linkage with business strategies ? Focus on internal and external customers ? Objective analysis ? Strong management mitment ? Setting a fast pace for analysis and implementation ? Buyin at all levels ? Measure results ? Proper staffing of project ? Fast pace ? Communicate goals and objectives to all employees Keys to Success Management Issues PROJECT APPROACH TELECOMMUNICATIONS 15 BELLSOUTH RTHUR NDERSEN amp。 O, A A C SC PROJECT TIMELINE AND PROFESSIONAL FEES Months Phase 1 2 3 4 5 6 7 8 I. Planning amp。 O, A A C SC Exhibit I Project Experience Major Local Exchange Carrier Management Challenge Increasing petition and deregulation movements have driven panies to focus their efforts on increasing their efficiency, effectiveness and customer service to achieve continued success. This Company believed improvements could be achieved in their Business Office service order and billing inquiry processes and activities to reduce costs and improve quality while increasing customer service. Objectives 1. To determine whether service order and billing inquiry processing activities were streamlined effectively to meet customer needs. 2. To identify and develop remendations to reduce processing cycle times while maintaining or improving customer service. 3. To develop remendations to ensure a totally customerfocused anization. 4. To develop performance measures to support continuous improvement. Approach All significant Business Office work activities were reviewed for improvement. Process and activity analysis, activitybas