安达信给某企业的项目建议书上课讲义.ppt

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1、安达信给某企业的项目建议书Duringthepastseveralmonths,BSThasinitiatedseveralcorporateinitiativesaimedatrespondingtothefocusonexcellencethroughquality.ThetotalqualitypolicywasadoptedbecauseBSTrealizedtheneedtopositionitselfmorecompetitivelywithintheindustry.CHALLENGESTheenvironmentsurrou

2、ndingtoday’sbusinessisconstantlychanging.Pressureontheworkforceisincreasingfromavarietyofperspectives:IncreasedworkforceproductivityChangesintechnologyJobcomplexityCustomerdemandsandexpectationsCorporatewideresponses:FoundationNetworkStrategyTheQualityAdvantageBusinessProc

3、essReengineeringEffortsProcessImprovementProjectsTraining&DocumentationBSTRESPONSESBUSINESSNEEDSUNDERSTANDINGYOURNEEDSBST/ANDERSENTEAMBellSouthTelecommunicationsandAndersenhavesuccessfullyworkedtogetheronanumberofthebusinessresponses:BusinessProcessReengineering-COREJobDes

4、ign-AMWorkContentReviewTraining-TrainingandDocumentationProjectFNS-StrategicInformationInitiativeFloridaBillingSettlementAndersenisfamiliarwithBellSouth’seffortstoimprovethequalityofservice,andavailabilityofservicesandproductivityincustomerservices:Servicerepresentativesan

5、dcollectionrepresentativesrepresentthefrontlinelinkageandcontactpointforthisservice.Movingto24-hour-a-day,7-day-a-weekavailabilityrequireschangesforthecompany.SmallproductivityincreasesincontactemployeeperformancerepresentasubstantialsavingsinBellSouth’sannualcontactemploy

6、eeexpenditure.Futurereengineeringeffortswillaffectthesystemcomponentoftheprovisioningprocess.Andersenhashistoricallyrealizedsignificantandquickproductivitysavingsinredesigningtheseprocesses.CALLMANAGEMENTPROCESSIMPROVEMENTUNDERSTANDINGYOURNEEDSEffectiveness&EfficiencyConti

7、nuousImprovementUnitCostsProcessTimeCustomerServiceQualityBellSouthCallManagementUNDERSTANDINGYOURNEEDSPRIMARYBUSINESSOFFICEPROCESSES10.0CustomerService10.1ServiceOrderProcessing[newservicerequests,LDcarrier,transfers,charges,disconnects,etc]10.2BillingInquires10.3Respondt

8、ocustomerinquiries10.4Telemarketing10.5Directoryassistance11.0Billingandcollection11.1Cre