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CustomerSatisfactionProposalforProfessionalServicesJuly1993管理资源吧（），提供海量管理资料免费下载！2管理资源吧（），提供海量管理资料免费下载！ExecutiveSummaryFirmBackground•Worldwide•ConsultingPractice•PacificNorthwestFirmQualifications•WhyArthurAndersen?•SelectedClientsandProjects•IBCRelationshipMethodology•Strategy•OrganizationCostsPROPOSALOUTLINE管理资源吧（），提供海量管理资料免费下载！3管理资源吧（），提供海量管理资料免费下载！ExecutiveSummaryWeareverypleasedtohavethisopportunitytosubmitthefollowingproposaltoMicrosofttopartnerwiththeCompanyinthedesignandimplementationofacomprehensivecustomersatisfactionsystem.UNDERSTANDINGOFYOURNEEDSBaseduponourdiscussionswithyouandourunderstandingoftheMicrosoftenvironment,followingisourunderstandingofyourneedsandexpectations:•DevelopasystematicprocessforgatheringdatafrominternalandexternalcustomersofWorldwideOperations(FinancialOperations,ITGandManufacturing)•Usetheinformationgatheredtodevelopaprocessforcontinuousimprovement-Identifybusinessprocesses-Reengineerkeyprocessestoalignthemwiththecustomer-Developperformancemeasurestore-enforcedesiredbehavior-Benchmarkbestpracticesincustomersatisfaction•Driveoutunnecessarycycletimetoreducecost•Usethesystemtosupportbeingabusinessadvisortothecustomer管理资源吧（），提供海量管理资料免费下载！4管理资源吧（），提供海量管理资料免费下载！OVERALLAPPROACHConsistentwiththeapproachusedfortheworkflowsproject,ourprocessdesignerswillworkwithMicrosoftpersonnelassignedtotheteam.ThisisimportanttoensurethedesignandimplementationofthecustomersatisfactionprocessisaMicrosoftdriveneffortandnotanoutsideconsultant’sproject.Inaddition,theapproachensuresownershipoftheprocessanditsresultstransfertotheCompany.FollowingaresomeofthekeypointsregardinghowwewillapproachtheprocessofdesigningandimplementingacomprehensivecustomersatisfactionsystemwithMicrosoft:•CentrallymanagedandcontrolledbyateambasedinSeattle•Utilizetheinsightandexpertiseofworldwideexperts/resources:-CustomerSatisfaction,-GlobalBestPractices-Performancemeasurement-ProcessDesignandreengineering-Financialoperations,InformationSystems,manufacturinganddistribution•Multipletasksandprocesseswillbeperformedinparallel•Phasedinitiativetomaintainandbuildmomentum•UtilizeexistingMicrosofttoolstoenhanceefficiencyandbuy-inExecutiveSummary管理资源吧（），提供海量管理资料免费下载！5管理资源吧（），提供海量管理资料免费下载！PARTNERINGWeunderstandtheimportanceofthecustomersatisfactionandbenchmarkingefforttothebusinessissuesfacingMicrosoft.Successfulimplementationtakesasignificantamountofeffortandexpectationmanagementinordertobesuccessful.ThemindsetwebringtotheapproachisoneofworkingwithMicrosoftoverthelonghaulasapartner.Wewillworkwithyoutohelpimplementthechangethatwillneedtobemadeinordertorespondefficientlyandeffectively.Aspartnerswebothahavealotatstake.Thisensuresownershipofaprocess,evenwhenitisdifficult,thatstrivesforthebestanswer.WearecommittedtohelpingMicrosoftcreateasuccessfulsolutionthatexceedsyourcustomersexpectationsandfitsinyourenvironment.MicrosoftandArthurAndersen...partners“Puttinginsightintopractice”ExecutiveSummary管理资源吧（），提供海量管理资料免费下载！6管理资源吧（），提供海量管理资料免费下载！ArthurAndersen&Co.,S.C.includestwostrategicbusinessunitsthatworktogethertoformtheworld’slargestconsultingpracticebestsuitedforpartneringwithMicrosoft:$2.99billionin199234,000professionals$2.58billionin199226,000professionals$5.57billionin199213%growthworldwideARTHURANDERSEN&CO.,S.C.ARTHURANDERSEN&Co.S.C.ANDERSENARTHURARTHURANDERSEN&Co.S.C.CONSULTINGANDERSENFirmBackground•OperationalConsulting•StrategicServices•SystemsIntegration•SpecialtyConsultingServicesprovidedbyAnderseninclude:7管理资源吧（），提供海量管理资料免费下载！GuatemalaMexicoNetherlandsAntillesPeruPuertoRicoUnitedStatesVenezuelaAsiaPacificAustraliaBruneiChinaHongKongIndonesiaJapanMalaysiaNewZealandPhilippinesSingaporeSouthKoreaTaiwanThailandTheWorldwideOrganizationhas318permanentofficesin72countriesAmericasArgentinaBermudaBrazilCanadaCaymanIslandsColumbiaEcuadorBahrainBelgiumBulgariaCameroonCroatiaCzechRepublicDenmarkEgyptFinlandFranceGermanyGreeceHungaryIndiaIrelandItalyIvoryCoastJordanKuwaitLatviaLuxembourgMoroccoNetherlandsNigeriaNorwayOmanPolandPortugalQatarRomaniaRussiaSaudiArabiaSenegalSlovakRepublicSouthAfricaSpainSwedenSwitzerlandSyriaTogoTurkeyUkraineUnitedArabEmiratesUnitedKingdomYemenEurope,MiddleEast&AfricaFirmBackground8管理资源吧（），提供海量管理资料免费下载！OPERATIONALCONSULTINGSERVICESStrategicPositioning-Strategyevaluation,especiallyrelatedtonewentrants,competitivepositioningandmarketstudiesCustomerSatisfaction-IdentificationofcustomerneedsandalignmentwithbusinessprocessesandorganizationalstructuresProcessAlignment-Processsimplificationandimprovement,reengineering,bestpracticesdrivenPerformanceMeasurement-Measurement,identificationanddevelopmentofperformancemeasuresandmonitoringsystemsmanagementQualityManagementServices-ImplementationofTQM,qualitytraining,qualityassessments,BaldridgeandISO9000consultingAndersen’sOperationalConsultantshavethecreativity,experience,andindustryexpertiseinfinancialoperations,inform