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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 petitively 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
plexity
Customer demands and expectations
Corporate wide responses:
work Strategy
The Quality Advantage
Business Process Reengineering Efforts
Process Improvement Projects
Training & Documentation
BST RESPONSES
BUSINESS NEEDS
UNDERSTANDING YOUR NEEDS
BST/ANDERSEN
TEAM
BellSouth munications and Andersen have essfully 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 f