文档介绍：Customer Satisfaction
Proposal for Professional Services
July 1993
Executive Summary
Firm Background
Worldwide
Consulting Practice
Pacific Northwest
Firm Qualifications
Why Arthur Andersen?
Selected Clients and Projects
IBC Relationship
Methodology
anization
Costs
PROPOSAL OUTLINE
Executive Summary
We are very pleased to have this opportunity to submit the following proposal
to Microsoft to partner with pany in the design and
implementation of prehensive customer satisfaction system.
UNDERSTANDING OF YOUR NEEDS
Based upon our discussions with you and our understanding of the Microsoft
environment, following is our understanding of your needs and expectations :
Develop a systematic process for gathering data from internal and
external customers of Worldwide Operations (Financial Operations, ITG
and Manufacturing)
Use the information gathered to develop a process for continuous improvement
- Identify business processes
- Re engineer key processes to align them with the customer
- Develop performance measures to re-enforce desired behavior
- Benchmark best practices in customer satisfaction
Drive out unnecessary cycle time to reduce cost
Use the system to support being a business advisor to the customer
OVERALL APPROACH
Consistent with the approach used for the workflows project, our process designers will work with Microsoft personnel assigned to the team. This is important to ensure the design and implementation of the customer satisfaction process is a Microsoft driven effort and not an outside consultant’s project. In addition, the approach ensures ownership of the process and its results transfer to pany. Following are some of the key points regarding how we will approach the process of designing and implementing prehensive customer satisfaction system with Microsoft:
Centrally managed and controlled by a team based in Seattle
Utilize the insight and expertise of worldwide experts /resources:
- Customer Satisfaction ,
- Global Best Practices