安达信南方贝尔通讯公司咨询建议书(2)

Itisrecommendedthat,foroptimalresults,thisfilebeprintedtoaSeriesIIIorhigherprinter.TELECOMMUNICATIONS2BELLSOUTHRTHURNDERSEN&O,AACSCOurUnderstandingofYourNeeds................................................2ProjectApproach...............................................................................6BenefitsofOurApproach..............................................................14ProjectTimelineandProfessionalFees........................................15ExhibitsI.ProjectExperiences.....................................................................16II.ProjectRequirements..................................................................19TABLEOFCONTENTSPreliminaryandTentativeforDiscussionPurposesOnlyTELECOMMUNICATIONS3BELLSOUTHRTHURNDERSEN&O,AACSCDuringthepastseveralmonths,BSThasinitiatedseveralcorporateinitiativesaimedatrespondingtothefocusonexcellencethroughquality.ThetotalqualitypolicywasadoptedbecauseBSTrealizedtheneedtopositionitselfmorecompetitivelywithintheindustry.CHALLENGESTheenvironmentsurroundingtoday’sbusinessisconstantlychanging.Pressureontheworkforceisincreasingfromavarietyofperspectives:•Increasedworkforceproductivity•Changesintechnology•Jobcomplexity•CustomerdemandsandexpectationsCorporatewideresponses:•FoundationNetworkStrategy•TheQualityAdvantage•BusinessProcessReengineeringEfforts•ProcessImprovementProjects•Training&DocumentationBSTRESPONSESBUSINESSNEEDSUNDERSTANDINGYOURNEEDSTELECOMMUNICATIONS4BELLSOUTHRTHURNDERSEN&O,AACSCBST/ANDERSENTEAMBellSouthTelecommunicationsandAndersenhavesuccessfullyworkedtogetheronanumberofthebusinessresponses:•BusinessProcessReengineering-CORE•JobDesign-AMWorkContentReview•Training-TrainingandDocumentationProject•FNS-StrategicInformationInitiative•FloridaBillingSettlementAndersenisfamiliarwithBellSouth’seffortstoimprovethequalityofservice,andavailabilityofservicesandproductivityincustomerservices:•Servicerepresentativesandcollectionrepresentativesrepresentthefrontlinelinkageandcontactpointforthisservice.•Movingto24-hour-a-day,7-day-a-weekavailabilityrequireschangesforthecompany.•SmallproductivityincreasesincontactemployeeperformancerepresentasubstantialsavingsinBellSouth’sannualcontactemployeeexpenditure.•Futurereengineeringeffortswillaffectthesystemcomponentoftheprovisioningprocess.•Andersenhashistoricallyrealizedsignificantandquickproductivitysavingsinredesigningtheseprocesses.CALLMANAGEMENTPROCESSIMPROVEMENTUNDERSTANDINGYOURNEEDSTELECOMMUNICATIONS5BELLSOUTHRTHURNDERSEN&O,AACSCEffectiveness&EfficiencyContinuousImprovementUnitCostsProcessTimeCustomerServiceQualityBellSouthCallManagementUNDERSTANDINGYOURNEEDSTELECOMMUNICATIONS6BELLSOUTHRTHURNDERSEN&O,AACSCPRIMARYBUSINESSOFFICEPROCESSES10.0CustomerService10.1ServiceOrderProcessing[newservicerequests,LDcarrier,transfers,charges,disconnects,etc]10.2BillingInquires10.3Respondtocustomerinquiries10.4Telemarketing10.5Directoryassistance11.0Billingandcollection11.1Creditpolicyadministration11.2Accountsreceivablemanagementandcustomeraccountsanalysis11.3Pastdueaccountscollectionandpaymentarrangements11.4Investigateandresolvecustomeraccountadjustments11.5Servicedenialandrestoration11.6Billgeneration11.7Processandrecordpayments12.0Assignment12.1Assignfacilities12.2Programming13.0Sales13.1Sales/marketingplanning13.2Sales/marketingcustomeraccounts13.3Accountdevelopmentandservice13.4Telemarketing13.5Directoryassistance14.0Records14.1Customerrecordssetupandmaintenance14.2Billingsystemsetupandmaintenance14.3Exceptionprocessing15.0InstallationandMaintenance/Repair15.2Maintenanceand/repairlooptesting15.3Scheduleanddispatchinstallationandmaintenance/repairwork15.4Monitorandclearscheduledwork15.5Updatingandmaintainingmaintenance/repairdatabaseUNDERSTANDINGYOURNEEDSTELECOMMUNICATIONS7BELLSOUTHRTHURNDERSEN&O,AACSCArthurAndersenBusinessImprovementModel:CustomerFocusedManagementStrategicPositioningPerformanceMeasurementCustomerSatisfactionProcessAlignmentChangeEnvironmentBuildEnduringRelationshipsImproveContinuouslyManageResourcestoCreateValuePROJECTAPPROACHTELECOMMUNICATIONS8BELLSOUTHRTHURNDERSEN&O,AACSCBellSouthCallManagementProjectPhaseIPhaseIIPhaseIIIPhaseIVPlanning&PreparationOpportunityAssessmentProcessAlignmentPerformanceMeasurementKeystoProjectJointBellSouth/ArthurAndersenteamsEffectivecommunicationwithworkforceFull-time,focusedresourcesFocusonsimplification,streamliningandqualityDevelopspecificimplementationplans,includingprocess,organization,workforce,targets,andtimeframesPROJECTAPPROACHTELECOMMUNICATIONS9BELLSOUTHRTHURNDERSEN&O,AACSCBellSouthCallManagementProjectPhaseIPhaseIIPhaseIIIPhaseIVPlanning&PreparationOpportunityAssessmentProcessAlignmentPerformanceMeasurementPhaseIPlanning&PreparationKeyObjectivesThekeyobjectivesofthePlanningandPreparationphaseareasfollows:PerformclusteranalysisRefineobjectivesandstrategyOrganizeteamsFurtherunderstandorganizationandkeyinterfacesPreparekick-offcommunicationsPlanproject,finalizeworkplanandestablishkeytargetdatesOrientandtrainteammembersApproachTheapproachtoachievingth