安达信南方贝尔通讯公司咨询建议书.pptVIP

TELECOMMUNICATIONS * BELLSOUTH RTHUR NDERSEN O, A A C SC It is recommended that, for optimal results, this file be printed to a Series III or higher printer. Our Understanding of Your Needs 2 Project Approach 6 Benefits of Our Approach 14 Project Timeline and Professional Fees 15 Exhibits I. Project Experiences 16 II. Project Requirements 19 TABLE OF CONTENTS Preliminary and Tentative for Discussion Purposes Only During the past several months, BST has initiated several corporate initiatives aimed at responding to the focus on excellence through quality. The total quality policy was adopted because BST realized the need to position itself more competitively within the industry. CHALLENGES The environment surrounding today’s business is constantly changing. Pressure on the workforce is increasing from a variety of perspectives: Increased workforce productivity Changes in technology Job complexity Customer demands and expectations Corporate wide responses: Foundation Network Strategy The Quality Advantage Business Process Reengineering Efforts Process Improvement Projects Training Documentation BST RESPONSES BUSINESS NEEDS UNDERSTANDING YOUR NEEDS BST/ANDERSEN TEAM BellSouth Telecommunications and Andersen have successfully worked together on a number of the business responses: Business Process Reengineering - CORE Job Design - AM Work Content Review Training - Training and Documentation Project FNS - Strategic Information Initiative Florida Billing Settlement Andersen is familiar with BellSouth’s efforts to improve the quality of service, and availability of services and productivity in customer services: Service representatives and collection representatives represent the front line linkage and contact point for this service. Moving to 24-hour-a-day, 7-day-a-week availability requires changes for the company. Small productivity increases in contact emp