咨询建议书(南方贝尔通讯公司).ppt

咨询建议书(南方贝尔通讯公司).ppt

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Itisrecommendedthat,foroptimalresults,thisfilebeprintedtoaSeriesIIIorhigherprinter.,OurUnderstandingofYourNeeds.2ProjectApproach.6BenefitsofOurApproach.14ProjectTimelineandProfessionalFees.15ExhibitsI.ProjectExperiences.16II.ProjectRequirements.19,TABLEOFCONTENTS,PreliminaryandTentativeforDiscussionPurposesOnly,Duringthepastseveralmonths,BSThasinitiatedseveralcorporateinitiativesaimedatrespondingtothefocusonexcellencethroughquality.ThetotalqualitypolicywasadoptedbecauseBSTrealizedtheneedtopositionitselfmorecompetitivelywithintheindustry.,CHALLENGES,Theenvironmentsurroundingtodaysbusinessisconstantlychanging.Pressureontheworkforceisincreasingfromavarietyofperspectives:

IncreasedworkforceproductivityChangesintechnologyJobcomplexityCustomerdemandsandexpectationsCorporatewideresponses:

FoundationNetworkStrategyTheQualityAdvantageBusinessProcessReengineeringEffortsProcessImprovementProjectsTraining&Documentation,BSTRESPONSES,BUSINESSNEEDS,UNDERSTANDINGYOURNEEDS,BST/ANDERSENTEAM,BellSouthTelecommunicationsandAndersenhavesuccessfullyworkedtogetheronanumberofthebusinessresponses:

BusinessProcessReengineering-COREJobDesign-AMWorkContentReviewTraining-TrainingandDocumentationProjectFNS-StrategicInformationInitiativeFloridaBillingSettlementAndersenisfamiliarwithBellSouthseffortstoimprovethequalityofservice,andavailabilityofservicesandproductivityincustomerservices:

Servicerepresentativesandcollectionrepresentativesrepresentthefrontlinelinkageandcontactpointforthisservice.Movingto24-hour-a-day,7-day-a-weekavailabilityrequireschangesforthecompany.SmallproductivityincreasesincontactemployeeperformancerepresentasubstantialsavingsinBellSouthsannualcontactemployeeexpenditure.Futurereengineeringeffortswillaffectthesystemcomponentoftheprovisioningprocess.Andersenhashistoricallyrealizedsignificantandquickproductivitysavingsinredesigningtheseprocesses.,CALLMANAGEMENTPROCESSIMPROVEMENT,UNDERSTANDINGYOURNEEDS,BellSouth,CallManagement,UNDERSTANDINGYOURNEEDS,PRIMARYBUSINESSOFFICEPROCESSES,10.0CustomerService10.1ServiceOrderProcessingnewservicerequests,LDcarrier,transfers,charges,disconnects,etc10.2BillingInquires10.3Respondtocustomerinquiries10.4Telemarketing10.5Directoryassistance11.0Billingandcollection11.1Creditpolicyadministration11.2Accountsreceivablemanagementandcustomeraccountsanalysis11.3Pastdueaccountscollectionandpaymentarrangements11.4Investigateandresolvecustomeraccountadjustments11.5Servicedenialandrestoration11.6Billgeneration11.7Processandrecordpayments12.0Assignment12.1Assignfacilities12.2Programming,13.0Sales13.1Sales/marketingplanning13.2Sales/marketingcustomeraccounts13.3Accountdevelopmentandservice13.4Telemarketing13.5Directoryassistance14.0Records14.1Customerrecordssetupandmaintenance14.2Billingsystemsetupandmaintenance14.3Exceptionprocessing15.0InstallationandMaintenance/Repair15.2Maintenanceand/repairlooptesting15.3Scheduleanddispatchinstallationandmaintenance/repairwork15.4Monitorandclearscheduledwork15.5Updatingandmaintainingmaintenance/repairdatabase,UNDERSTANDINGYOURNEEDS,ArthurAndersenBusinessImprovementModel:

CustomerFocusedManagement,StrategicPositioning,PerformanceMeasurement,CustomerSatisfaction,ProcessAlignment,Change,Environment,BuildEnduringRelationshipsImproveContinuouslyManageResourcestoCreateValue,PROJECTAPPROACH,KeystoProjectJointBellSouth/ArthurAndersenteamsEffectivecommunicationwithworkforceFull-time,focusedresourcesFocusonsimplification,streamliningandqualityDevelopspecificimplementationplans,includingprocess,organization,workforce,targets,andtimeframes,PROJECTAPPROACH,PhaseI,Planning&Preparation,KeyObjectivesThekeyobjectivesofthePlanningandPreparationphaseareasfollows:

PerformclusteranalysisRefineobjectivesandstrategyOrganizeteamsFurtherunderstandorganizationandkeyinterfacesPreparekick-offcommunicationsPlanproject,finalizeworkplanandestablishkeytargetdatesOrientandtrainteammembersApproachTheapproachtoachievingtheseobjectivesisto:

HoldprojectteammeetingsDiscusscommunicationsstrategyHoldtrainingsessionsConductagroupteambuildingexerciseDiscussactivitydictionarywithappropriateclientpersonnelKeyDeliverablesThekeydeliverablesofthePlanningandPreparationphaseareasfollows:

AppointandtrainprojectteamFinalizecommunicationsplanDeveloptimelineforremainderofprojectActivityDictionary,PROJECTAPPROACH,PhaseII,OpportunityAssessment,KeyObjectivesThekeyobjectivesoftheOpportunityAssessmentphaseareasfollows:

Understandfunctions/processes/activities/tasksUnderstandexpectationsofkeyconstituentsFocusresourcesinhighopportunityareasReviewcustomersatisfactioninformationApproachTheapproachtoachievingtheseobjectivesisto:

UtilizejointAA/BSTobservationteamsInterviewkeymanagersandclientpersonnelAnalyzeanddocumentkeyprocessesandactivitiesSurveyclientpersonnelPerformsamplingofsignificantworkactivitiesDocument“asis”performanceofcriticalprocessesKeyDeliverablesThekeydeliverablesoftheOpportunityAssessmentphaseareasfollows:

Obtainunderstandingofexpectations,needsandconcernsIdentifyandobtainhigh-levelunderstandingofopportunitiesCurrentprocessmapActivitybasedcostinganalysis,PROJECTAPPROACH,PhaseI,PhaseII,PhaseIII,PhaseIV,PhaseIII,ProcessAlignment,KeyObjectivesThekeyobjectivesoftheProcessAlignmentphaseareasfollows:

DeveloprecommendationsforworksimplificationObtainbuy-inDevelopperformancemeasuresApproachTheapproachtoachievingtheseobjectivesisto:

PerformdetailedanalysisofopportunitiesidentifiedanddevelopedRedesignselectedprocessesanddocumentspecificactionsrequiredtoimplementimprovementsReviewfindingsandobtainbuy-infromkeystakeholdersKeyDeliverablesThekeydeliverablesoftheProcessAlignmentphaseareasfollows:

RevisedprocessesOrganizationandworkforceneedsQuantificationofsavingsPerformancemeasuresdevelopedforcontinuousimprovement,PROJECTAPPROACH,PhaseI,PhaseII,PhaseIII,PhaseIV,PhaseIV,PerformanceMeasurement,KeyObjectivesThekeyobjectivesofthePerformanceMeasurementphaseareasfollows:

DevelopspecificimplementationplansCommunicateplansandactionstepstoappropriatepersonnelSmoothtransitionintoimplementationApproachTheapproachtoachievingtheseobjectivesisto:

Summarize,prioritize,andsequenceopportunitiesforchangeDevelophighlevelimplementationplansAppointimplementationteamsAssignresponsibilityDeveloptimelineandmonitoringprocessDevelopandtrackkeyperformancemeasuresKeyDeliverablesThekeydeliverablesofthePerformanceMeasurementphaseareasfollows:

HighlevelimplementationplansStaffingandbudgetmodificationsResponsibilityandtimingManagementconsiderationsformonitoringOverallmonitoringprocess,PROJECTAPPROACH,CommunicationObtainingBuy-InTurfProtection,FrequentmanagementcommunicationthroughoutprocessMultilevelinteractionParticipativeprocessBottom-upanalysisandclearanceFocusonactivities,notpeopleJointprojectteamsDevelopmentofobjectivedatabaseStrongmanagementdirectionObjectiveperspectiveofteams,KeystoSuccess,ManagementIssues,PROJECTAPPROACH,ChangingtheRightThingsObtainingRealSavingsMaintainingServiceWhileChangeOccurs,LinkagewithbusinessstrategiesFocusoninternalandexternalcustomersObjectiveanalysisStrongmanagementcommitmentSettingafastpaceforanalysisandimplementationBuy-inatalllevelsMeasureresultsProperstaffingofprojectFastpaceCommunicategoalsandobjectivestoallemployees,KeystoSuccess,ManagementIssues,PROJECTAPPROACH,Buildscross-functionalunderstandingthroughoutorganizationInjectsfreshideasandperspectivesReducescost,compresseselapsedprocesstimeandimprovescustomerserviceUtilizesknowledgebaseofhowothercompanieshavesolvedtheseissuesUseofexpertsminimizesyourlongterminvestment,BENEFITSOFOURAPPROACH,PROJECTTIMELINEANDPROFESSIONALFEES,Months,Phase,1,2,3,4,5,6,7,8,I.Planning&PreparationII.OpportunityAssessmentIII.ProcessAlignmentIV.PerformanceMeasurement,ManagementCheckpoints,FrequentmanagementcheckpointswillallowBellSouthtoadjusttheprojectscope,asrequired.Wewillbillprofessionalfeesandexpensesasincurred.Weestimatefeesforthisprojecttobeintherangeof$900,000-$1,000,000（basedupon20sitevisitsandBellSouthparticipationasoutlinedinthe“ProjectApproach.”）Ourpolicyisthatbillingsshouldbeconsistentwiththevalueweprovide.Wewilladjustourbillingsifyouarenotsatisfiedwiththevalueyoureceived.Additionalsitescanbeanalyzedatmarginalincrementalcosts.,ExhibitI-ProjectExperience,MajorLocalExchangeCarrierManagementChallengeIncreasingcompetitionandderegulationmovementshavedrivencompaniestofocustheireffortsonincreasingtheirefficiency,effectivenessandcustomerservicetoachievecontinuedsuccess.ThisCompanybelievedimprovementscouldbeachievedintheirBusinessOfficeserviceorderandbillinginquiryprocessesandactivitiestoreducecostsandimprovequalitywhileincreasingcustomerservice.Objectives1.Todeterminewhetherserviceorderandbillinginquiryprocessingactivitieswerestreamlinedeffectivelytomeetcustomerneeds.2.Toidentifyanddeveloprecommendationstoreduceprocessingcycletimeswhilemaintainingorimprovingcustomerservice.3.Todeveloprecommendationstoensureatotallycustomer-focusedorganization.4.Todevelopperformancemeasurestosupportcontinuousimprovement.ApproachAllsignificantBusinessOfficeworkactivitieswerereviewedforimprovement.Processandactivityanalysis,ac