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Executive Summary
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.
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PROPOSAL OUTLINE
Executive Summary
Firm Background • Worldwide • Consulting Practice • Pacific Northwest
Firm Qualifications • Why Arthur Andersen? • Selected Clients and Projects • IBC Relationship
• Develop a systematic process for gathering data from internal and external customers of Worldwide Operations (Financial Operations, ITG and Manufacturing)
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 :
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
• 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
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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.
• 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
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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: