We are committed to helping Microsoft create a successful solution that exceeds your customers expectations and fits in your environment.
Microsoft and Arthur Andersen . . . partners “Putting insight into practice”
distribution • Multiple tasks and processes will be performed in parallel • Phased initiative to maintain and build momentum • Utilize existing Microsoft tools to enhance efficiency and buy-in
• Drive out unnecessary cycle time to reduce cost • Use the system to support being a business advisor to the customer
3
Executive Summary
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 the Company. Following are some of the key points regarding how we will approach the process of designing and implementing a comprehensive customer satisfaction system with Microsoft:
Jordan
Senegal
Kuwait
Slovak Republic
Latvia
South Africa
Luxembourg Spain
Morocco Sweden
Netherlands Switzerland
Nigeria
Syria
Norway Togo
Oman
Turkey
Poland
Ukraine
Portugal United Arab Emirates
Qatar
United Kingdom
Romania Yemen
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Firm Background
OPERATIONAL CONSULTING SERVICES
Andersen’s Operational Consultants have the creativity, experience, and industry expertise in financial operations, information systems manufacturing and distribution environments to help Microsoft succeed with its entire customer satisfaction efforts . . . Worldwide:
Bahrain Belgium Bulgaria Cameroon Croatia Czech Republic Denmark Egypt Finland France Germany Greece Hungary India Ireland
Italy
Russia
Ivory Coast Saudi Arabia
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Firm Background
The Worldwide Organization has 318 permanent offices in 72 countries
Americas
Europe, Middle East & Africa
Argentina Bermuda Brazil Canada Cayman Islands Columbia Ecuador
• Centrally managed and controlled by a team based in Seattle • Utilize the insight and expertise of worldwide experts /resources:
- Customer Satisfaction , - Global Best Practices - Performance measurement - Process Design and re engineering - Financial operations, Information Systems, manufacturing and
We are very pleased to have this opportunity to submit the following proposal to Microsoft to partner with the Company in the design and implementation of a comprehensive customer satisfaction system.
Firm Qualifications • Why Arthur Andersen? • Selected Clients and Projects • IBC Relationship
Methodology • Strategy • Organization
Costs
2
Executive Summary
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 :
ARTHUR $2.99 billion in 1992 ANDERSEN 34,000 professionals
ARTHUARNDERSEN Co& .S.C.
Services provided by Andersen include: • Operational Consulting • Strategic Services • Systems Integration • Specialty Consulting5ຫໍສະໝຸດ Firm Background
Arthur Andersen & Co. , S.C. includes two strategic business units that work together to form the world’s largest consulting practice best suited for partnering with Microsoft:
ARTHUR ANDERSEN
& CO. ,S.C.
$5.57 billion in 1992 13% growth worldwide
$2.58 billion in 1992 26,000 professionals
ANDERSEN CONSULTING
ARTHUA R NDERSENC& o.S.C.
• 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
• Develop a systematic process for gathering data from internal and external customers of Worldwide Operations (Financial Operations, ITG and Manufacturing)
Guatemala Mexico Netherlands Antilles Peru Puerto Rico United States Venezuela
Asia Pacific
Australia Brunei China Hong Kong Indonesia Japan Malaysia
New Zealand Philippines Singapore South Korea Taiwan Thailand
4
Executive Summary
PARTNERING
We understand the importance of the customer satisfaction and benchmarking effort to the business issues facing Microsoft. Successful implementation takes a significant amount of effort and expectation management in order to be successful. The mindset we bring to the approach is one of working with Microsoft over the long haul as a partner. We will work with you to help implement the change that will need to be made in order to respond efficiently and effectively. As partners we both a have a lot at stake. This ensures ownership of a process, even when it is difficult, that strives for the best answer.