CustomerSatisfactionProposalforProfessionalServices下載更多咨詢報(bào)告，盡在ExecutiveSummaryFirmBackgroundWorldwideConsultingPracticePacificNorthwestFirmQualificationsWhyArthurAndersen?SelectedClientsandProjectsIBCRelationshipMethodologyStrategyOrganizationCostsPROPOSALOUTLINE下載更多咨詢報(bào)告，盡在ExecutiveSummaryWeareverypleasedtohavethisopportunitytosubmitthefollowingproposaltoMicrosofttopartnerwiththeCompanyinthedesignandimplementationofacomprehensivecustomersatisfactionsystem.UNDERSTANDINGOFYOURNEEDSBaseduponourdiscussionswithyouandourunderstandingoftheMicrosoftenvironment,followingisourunderstandingofyourneedsandexpectations:DevelopasystematicprocessforgatheringdatafrominternalandexternalcustomersofWorldwideOperations(FinancialOperations,ITGandManufacturing)Usetheinformationgatheredtodevelopaprocessforcontinuousimprovement- Identifybusinessprocesses- Reengineerkeyprocessestoalignthemwiththecustomer- Developperformancemeasurestore-enforcedesiredbehavior- BenchmarkbestpracticesincustomersatisfactionDriveoutunnecessarycycletimetoreducecostUsethesystemtosupportbeingabusinessadvisortothecustomerOVERALLAPPROACHConsistentwiththeapproachusedfortheworkflowsproject,ourprocessdesignerswillworkwithMicrosoftpersonnelassignedtotheteam.ThisisimportanttoensurethedesignandimplementationofthecustomersatisfactionprocessisaMicrosoftdriveneffortandnotanoutsideconsultant’sproject.Inaddition,theapproachensuresownershipoftheprocessanditsresultstransfertotheCompany.FollowingaresomeofthekeypointsregardinghowwewillapproachtheprocessofdesigningandimplementingacomprehensivecustomersatisfactionsystemwithMicrosoft: CentrallymanagedandcontrolledbyateambasedinSeattle Utilizetheinsightandexpertiseofworldwideexperts/resources:- CustomerSatisfaction,- GlobalBestPractices- Performancemeasurement- ProcessDesignandreengineering- Financialoperations,InformationSystems,manufacturinganddistribution Multipletasksandprocesseswillbeperformedinparallel Phasedinitiativetomaintainandbuildmomentum UtilizeexistingMicrosofttoolstoenhanceefficiencyandbuy-inExecutiveSummaryPARTNERINGWeunderstandtheimportanceofthecustomersatisfactionandbenchmarkingefforttothebusinessissuesfacingMicrosoft.Successfulimplementationtakesasignificantamountofeffortandexpectationmanagementinordertobesuccessful.ThemindsetwebringtotheapproachisoneofworkingwithMicrosoftoverthelonghaulasapartner.Wewillworkwithyoutohelpimplementthechangethatwillneedtobemadeinordertorespondefficientlyandeffectively.Aspartnerswebothahavealotatstake.Thisensuresownershipofaprocess,evenwhenitisdifficult,thatstrivesforthebestanswer.WearecommittedtohelpingMicrosoftcreateasuccessfulsolutionthatexceedsyourcustomersexpectationsandfitsinyourenvironment.

MicrosoftandArthurAndersen...

partners

“Puttinginsightintopractice”ExecutiveSummaryArthurAndersen&Co.,S.C.includestwostrategicbusinessunitsthatworktogethertoformtheworld’slargestconsultingpracticebestsuitedforpartneringwithMicrosoft:$2.99billionin199234,000professionals$2.58billionin199226,000professionals$5.57billionin199213%growthworldwideARTHURANDERSEN&CO.,S.C.

FirmBackgroundOperationalConsultingStrategicServicesSystemsIntegrationSpecialtyConsultingServicesprovidedbyAnderseninclude:GuatemalaMexicoNetherlandsAntillesPeruPuertoRicoUnitedStatesVenezuelaAsiaPacificAustraliaBruneiChinaHongKongIndonesiaJapanMalaysiaNewZealandPhilippinesSingaporeSouthKoreaTaiwanThailand

TheWorldwideOrganizationhas318permanentofficesin72countriesAmericasArgentinaBermudaBrazilCanadaCaymanIslandsColumbiaEcuadorBahrainBelgiumBulgariaCameroonCroatiaCzechRepublicDenmarkEgyptFinlandFranceGermanyGreeceHungaryIndiaIrelandItalyIvoryCoastJordanKuwaitLatviaLuxembourgMoroccoNetherlandsNigeriaNorwayOmanPolandPortugalQatarRomaniaRussiaSaudiArabiaSenegalSlovakRepublicSouthAfricaSpainSwedenSwitzerlandSyriaTogoTurkeyUkraineUnitedArabEmiratesUnitedKingdomYemenEurope,MiddleEast&AfricaFirmBackgroundOPERATIONALCONSULTINGSERVICESStrategicPositioning-Strategyevaluation,especiallyrelatedtonewentrants,competitivepositioningandmarketstudiesCustomerSatisfaction-IdentificationofcustomerneedsandalignmentwithbusinessprocessesandorganizationalstructuresProcessAlignment-Processsimplificationandimprovement,reengineering,bestpracticesdrivenPerformanceMeasurement-Measurement,identificationanddevelopmentofperformancemeasuresandmonitoringsystemsmanagementQualityManagementServices-ImplementationofTQM,qualitytraining,qualityassessments,BaldridgeandISO9000consultingAndersen’sOperationalConsultantshavethecreativity,experience,andindustryexpertiseinfinancialoperations,information

systems

manufacturinganddistributionenvironmentstohelpMicrosoftsucceedwithitsentirecustomersatisfactionefforts...Worldwide:FirmBackgroundAndersen’sStrategicServicespracticeformsthefoundationforitsrangeofservices:EffectiveStrategicPlanningisanintegralfirststepincreatingsustainablecompetitiveadvantageSuccessfulstrategicplanninginvolvesanticipating,initiating,orreactingtochange,bymatchingbusinessprioritieswithstrategiesthatareachievableandimplementableStrategicServicesprovidesbusinessplanning,marketplanningandinformationtechnologyplanningSTRATEGICSERVICESFirmBackgroundTheSystemsIntegrationpracticefocusesonintegratingtheapplicationofhardware,softwareandcommunicationtechnologywiththebusinessprocessestosupportthebusinessstrategyApplicationDesignandInstallationSystemsBuildingSystemsImplementationandSupportSYSTEMSINTEGRATIONSERVICESFirmBackgroundTHEPACIFICNORTHWESTPRACTICEAndersenhasthelargestandmostdiverseconsultingpracticeinthePacificNorthwestprovidingMicrosoftwithastronglocalteamtohelpcentrallymanagetheworldwideeffortsofthecustomersatisfactionrollout:Over300professionalsExpertiseincustomersatisfaction,performancemeasurement,processdesignandreengineeringStrategicplanningChangemanagementexpertiseExpertiserecognizedfirmwideinfinancialoperationsandinformationsystemsprocessdesignandreengineeringExpertiserecognizedfirmwideintheapplicationanduseofCoNexusGlobalbestpracticesexpertiseExpertiseinTotalQualityandtoolsofquality:- ReengineeringManagementSystems- SystematicProblemSolving- TeamBuilding- QualityFunctionalDeployment- ActivityBasedCosting- StatisticalProcessControlFirmBackgroundFirmQualificationsWhyArthurAndersen&Co,SCQualitiesandcharacteristicsArthurAndersenbrings:PartnershipmindsetAbilitytowalkwithyouthroughtheentireprocess(SeeMethodologytabfordetails)Ourworldwide“onefirm”approachensures:- Consistentandreliablemethodsandprocesses- Globalresponsiveness- Therightresourceforthejobanywhereintheworld- AnnualworldwideMicrosoftclientservicemeetingMultipleinternationalofficesensuresculturalsensitivityWorldwidebreadthanddepthtohelpyoudesignandimplementmultipleprocessessimultaneously(Wedonotjustmakeobservationsandgoaway...wehelpyou“putinsightintopractice”toachieveresults.)Worldwideexperience...“We’vebeentherebefore”InitforthelonghaultoensureyoursustainedsuccessQualitiesandcharacteristicsArthurAndersenbrings(Cont.):Provenmethods,practicesandresults-”Bigpicture”- Customersatisfaction- Processdesignandreengineering- Performancemeasurement- Benchmarking/BestpracticesVariousproprietarytoolstoexpeditetheprocess:- GlobalBestPracticesknowledgebase- CustomerSatisfactionManagementWorkshop- ActivityDictionarydatabase- AutomatedCoNexusfacilitation- LeadershipdevelopmentSimulationSchool- Awareness,Buy-inandOwnership(ABO)changecontinuum- ChangereadinesssurveysWeuseMicrosoftpreferredtools(e.g.ATI,Access,Excel,Word,Powerpoint)FirmQualificationsQualitiesandcharacteristicsArthurAndersenbrings(Cont.):Abilityto“opendoors”:- GlobalBestPracticescommoninterestgroups- InternationalBenchmarkingClearinghouse(IBC)foundingmember- IBCFoundingMembercompanies- Baldridgecompanies- WorldwidebenchmarkingnetworkonCDROM- WorldwideclientsNationalAffiliationwithAmericanElectronicsAssociation(AEA)inTotalQualityCustomerSatisfactionBestPracticesstudyDedicatedgroupforinternalandexternalcustomersatisfaction- ProcessandsurveydevelopmentFirmQualificationsWegobeyondtrainingbyfacilitatingtheprocessofimplementationWehavealotatstake...weareinyourbackyardWebringanobjectivebusinessperspectivethatunderstandsyourbusiness- Financialoperations- Informationsystems- ManufacturingWewalkthetalk- Thirdyearofinternalcustomersatisfactionprocess- BaldridgeapplicantQualitiesandcharacteristicsArthurAndersenbrings(Cont.):MicrosoftandArthurAndersen...partners“Puttinginsightintopractice”FirmQualificationsPARTNERINGMINDSETOurapproachbeginswiththeprincipleofpartneringwithourclients:RequiresbothentitiestohavesomethingatstakeMotivatesthepartnerstoworktogetherinstrivingforsuccessTheprocesscreatesownershipPartneringfostersaprocessvsprojectmindset(“Weareinthistogetherforthelonghaul”)PartneringfocusesontheprocessofwhatittakestosucceedTherewardsofsuccessaresharedbythepartnersMicrosoftArthurAndersenFirmQualificationsONEFIRMCONCEPTDeliveringqualityonaregularbasisrequiresconsistentlyappliedmethodsandprocesses.Our“onefirmapproach”toclientserviceencouragessuchapplicationwhichmeansyougetconsistentqualityserviceandresultsworldwide.CentrallycoordinatedandcontrolledbyourSeattleofficeLocalcountryparticipationensuresculturalsensitivityAllowsforgreaterglobalresponsivenessNointernalbarrierstoinhibitgettingtherightresourcesforthejob--“processvariationistheenemy...”FirmQualificationsFirmQualificationsWeunderstandtheimportanceofcustomersatisfactionandperformancemeasurement,andtheirrelationshiptothepursuitofexcellenceinstrivingforconsistent“Baldridgelevel”performance.FollowingisapartiallistofArthurAndersenclientsforwhomweprovidedconsultingservicesinoneormoreoftheseareas:Finance,Manufacturing/Distribution,InformationSystems.ManyofthesecompaniesareMalcolmBaldridgeAwardwinners/applicants:AT&TAbbottLaboratoriesAmeritechAMPAppleAppliedMagneticsAssociatedGrocersBellSouthBlueCross/BlueShieldBritishGasCampbellSoupCarolinaPowerandLightCIGNAColgate-PalmoliveEsteeLauderFirstInterstateBankFrigoscandiaGTEHarleyDavidsonHewlett-PackardICIPharmaceuticalsITTKFCKraftGeneralFoodsMarriottMerckMetromediaMiamiHeraldMicrosoftMillikenMutualofNewYorkNynexOlinChemicalOlivettiPacificGas&ElectricPacificTelesisPope&TalbotSalomonBrothersSmithklineBeechamSouthernCaliforniaEdisonSouthwesternBellSubaruofAmericaTexasInstrumentsTimeWarnerTVGuideUSWESTWeyerhauserMortgageWyeth-AyerstWyleLabsSELECTEDCLIENTSFirmQualificationsPROJECTEXAMPLESWehaveassistedmanylargecompanieswiththeircustomersatisfactionprograms.Asampleofthesearediscussedinthefollowingprojectsummaries.Situation:Withincreasingpressurefromregulatorstocontrolpricesandrelatedcosts,theRBOC’shadnochoicebuttoevaluatethewaytheydidbusiness.Theirfinancedepartmentsweredistributedacrossmultiplestateswithduplicateprocessesineachlocation.ThreeRegionalBellOperatingCompaniesReviewinternalcustomersatisfactionrelatingtomanagementinformationneeds.Workwithmanagementtoidentifyopportunitiesfordramaticimprovementsinbusinessprocesses.Revisebusinessprocessesandoutputtomeetspecificusers’andmanagement’sneeds.Developanimplementationstrategywithspecificactionstepstobetaken.Increasedqualitywithclearerdirection,responsibilities,andneeds.Consolidationoflikefinancefunctionsintosinglelocationsresultinginorganizationalcostreductions.Newreportingformatstofocusinonkeyperformanceindicators.Improvedintegrationbetweenfinanceandinformationsystemsforimprovedcommunicationandresults.AAwasengagedtoperformareviewoftheRBOC’smultiplelocationstoachievethefollowing:OurRoleResultsTheprojectteam’srecommendationshaveledtothefollowing:FirmQualificationsSituation: Thecompanywasbecomingincreasinglyconcernedthatcertainin-housesupportfunctionswereprohibitivelyexpensiveandmightbelessexpensiveifpurchasedfromtheoutside.Inordertobetterunderstandtheneedforsuchexpenditures,thecompanydecidedtoundergoacost/benefitstudytodeterminewhichservicesshouldremaininternalorbeoutsourced.ConsumerProductsCompanyIdentifyopportunitiesforcustomersatisfaction,businessprocessimprovement,andcostreductions.Determineforeachofsixdepartmentsthecost/benefitofcontinuingtoperformsuchfunctionsin-housevs.outsourcing.Calculatecurrentcoststructures,aswellasactualalternatives,basedonbidsfromoutsidefirms.Communicateprojectresultsandassistinthecreationofanimplementationschedule.Decisionsbymanagementtokeepsubstantiallyallfunctionsin-house.Recommendationstofurtherreducethecostofoperatingeachfunction.Improvedmanagementunderstandingofsuchfunctionsandtherelatedskillsetsrequired.AAwasengagedtoconductanoperationalreviewandcost/benefitanalysistoachievethefollowing:OurRoleResultsTheprojectteam’srecommendationsresultedinthefollowing:FirmQualificationsSituation:Duetogeneraleconomicconditions,andpersistentsoftindustrypricing,thisleadingconcerndownsizeditswhitecollarworkforceby30-40%.Twoyearslater,qualitywasdiminishing,overtimewasincreasing,jobfragmentationwasincreasing,andsatisfactiondiminishing.Theclientwantedtoeliminatenonessentialworkandimprovethequalityoftheworkthatwasdone.ManufacturingCompanyPerformahighlevelanalysisofthechallenge.,withparticularconsiderationtocustomersatisfaction.Developanapproachusingtriedandtrueanalysisprotocolsandinterventiontechniques.Formandleadajointclient/AAteamtoconductanalysisandmakepractical,sustainablerecommendationsforchange.Eliminationoftasksrepresenting15%ofworkthatwasbeingdone.Streamlinedcustomerordermanagementpracticeswhichreducedtheneedforinquiriesandimprovedtheresponsetimeofthosethatwerenecessary.Reductionofworkingcapitalrequirementsthroughnewinventoryplanningandforecastingtechniques.AAwasengagedto:OurRoleResultsTheprojectteam’srecommendationsresultedinthefollowing:FirmQualificationsSituation: Aleadingworldwidepropertyandcasualtyinsurancecompanyrecognizedchangesinitscompetitiveenvironment.Amongotherstrategicchanges,theyneededtoimprovecustomersatisfactionlevelsandimprovetheircoststructure.InternationalInsuranceCompanyEstablishingandguidingtheoverallanalysis.Interviewingover500managementlevelemployeesin15differentcountries.Introducingandutilizingproventoolsandtechniquessuchas:-Cross-functionalcostactivityanalysis-Customerneedsanalysis-OrganizationanalysisCoachingandmaintaininganobjectiveviewpointthroughouttheprocess.Annualrecurringsavingsinexcessof30timesthecostoftheproject.Streamlinedorganization,facilitatingimprovedcommunicationsandincreasedresponsivenesstocustomerproblems.Practical,meaningfulperformancegoalsandmeasurementsystems.AAwasengagedtoleada35personteamtoconductaneffectivenessandefficiencyreviewwhichinvolved:OurRoleResultsTheprojectteam’srecommendationsresultedinthefollowing:FirmQualificationsSituation: This$1.5billiongeneralconstructioncompanysawaneedforacomprehensivequalityinitiativebecause:itsmostimportantclients,whoarethemselvescustomer-drivenandquality-focused,weredemandingahigherstandardofserviceitwantedacompetitiveadvantagetodistinguishitselfinanincreasinglysluggishindustryMajorConstructionCompanyDevelopedanunderstandingof“asis”processesviaProcessMapping.Helpedexecutivemanagementdefineitsstrategicvision.Developedacomprehensivecustomersatisfactionsurveytocoverallinternalandexternalcustomerinterfacepoints.Interviewedselectedcustomerstoaugmentsurveyinformation.FormedQualityActionTeamstoimplementchange/continuousimprovement.Developedkeyqualityperformanceindicators:-Numberofpeopletrainedinqualityconcepts-NumberofQualityActionTeams(QAT’s)inprogress-NumberofpeopleparticipatinginQAT’s-NumberofpeoplewhovolunteeredtoserveonQAT’sversus#peoplewhowereaskedtoserve-Numberofquality-relatedrecommendationspilotedorimplementedAAisteamingwiththisclienttoimplementaTotalQualityFramework.Together,wehave:OurRoleResultsThisongoingprojecthasjustenteredtheimplementationstage.Todate,theclient/AApartnershiphas:FirmQualificationsSituation:Thislargemarketerofhightechelectroniccomponentsandcomputersystemswasunderpressurefromcustomersandvendorstoimprovequalityandtimelinessofdelivery,andwantedtoassessitsqualityprocessesinpreparationfora1993MalcolmBaldridgeapplication.MarketerofHigh-TechElectronicsTrainedtopmanagementinTQMprinciplesandestablishedaQualityCouncil,ledbyPresidentanddirectreports.Assessedthecompany’s“qualityhealth”usingMalcolmBaldridgeNationalQualityAwardcriteria.Identifiedopportunitiesforimprovingbusinessprocesses.ImplementedQualityFrameworktoimproveprocessqualityandreducecosts.Improvedcustomersatisfaction.Improvedunderstandingofcustomerrequirements.UnderstandingofCostofQuality.Abilitytoprioritizeopportunitiesforqualityimprovement.AAassistedasfollows:OurRoleResultsTheprojectteam’seffortsresultedinthefollowing:FirmQualificationsSituation: Avendorauditbyoneofitslargestcustomersmotivatedthismanufacturerofelectronicpartstoimproveitsqualitystandards.ElectronicsManufacturerConductedaqualityprocessevaluationusingBaldridgecriteria.Helpedprovideexecutivemanagementwith“l(fā)eadershipvision”forraisingqualityawareness.Presidentobtainedbuy-intoqualityconceptsamongtopmanagement.Seniorleadershipwasabletoarticulateaqualitypolicyforthecompany.Seniorleadershipbetterunderstoodthevalueofemployeefeedback.Abilitytocalculatecostofqualityforthecompany.AAassistedasfollows:OurRoleResultsTheprojectteam’seffortsresultedinthefollowing:FirmQualificationsSituation: Managementofthisutilitywantedtoimprovethecompany’simage,andimprovethequalityofitsservicestoconsumers.UtilityCompanyAppliedAABusinessProcessRe-engineeringMethodology.Conductedengagementwithjointclient/AAteams.Gavepro-activechangemanagementassistancewithissuesofoutplacement,internalcommunication,andtraining.Higherqualityservicesandimprovedcustomersatisfaction,duetostreamlinedprocesses.30%reductionoflaborcosts.AAassistedasfollows:OurRoleResultsTheprojectteam’seffortsresultedinthefollowing:FirmQualificationsSituation: Thislargemanufacturersawaneedtoimplementacustomer-focusedapproachandtoraisequalitystandardsinordertocombatdecliningmarketshare.ManufacturingCompanyOver20separateprojectsundertakentoboostproductivity,improveengineeringandupgradedataprocessingatallplants.Conductedengagementwithjointclient/AAteams.Greatlyincreasedcustomersatisfaction.Marketshareincreaseof60%.40%riseinproductivity.Setupsreducedby75%.65%reductioninscrap;warrantycostsdown35%;plantspacereduced25%.Inventoryturnincreasefrom5to20.AAwasheavilyinvolvedinthiscriticaleffort:OurRoleResultsTheprojectteam’seffortsresultedinthefollowing:FirmQualificationsSituation:Thislargechemicalmanufacturerwasconcernedthattheircoststructurewasnotinlinewiththeircompetitors’.CompanyQualificationsChemicalCompanyAAperformedabenchmarkstudyofthefinanceandaccountingfunctionsfor10majorchemicalcompanies.Usedsurveyresultstohelpparticipantsbetterunderstandtheircoststructures,includingabsoluteandrelativeefficienciesoftheiroperations.Keyperformancemeasureswereestablishedforallareasstudied.QuantitativeanalysesofallKPI’swerecompleted.Qualitativediscussionsofdifferencesinpracticesandperformancewereoffered.AAassistedasfollows:OurRoleResultsTheprojectteam’seffortsresultedinthefollowing:Situation:Thisleadingmultinationalfirmwasintheprocessofplanningforrestructuringwhenmanagementrealizedthattheissuesfacingthemweremoredifficultthanexpected.MultinationalPharmaceuticalCompanyReviewmanagementrestructuringplansinthefollowingdepartments:-Finance-Accounting-Purchasing-Logistics-Manufacturing-InformationSystemsReviewcurrentandproposedorganizationalstructures.Identifyimplementationissues.Identifyhighlevelworkflows.Recognitionofareasofpotentialriskincludingcriticaltaskandresourceidentification,skillrequirements,andpostimplementationcrosstrainingneeds.Reengineeringandprocessimprovementopportunitiesinmostofthefunctionalareas.AAwasengagedtoperformthefollowing:OurRoleResultsTheprojectteam’srecommendationsresultedinthefollowing:FirmQualificationsBESTPRACTICESBUSINESSPARTNERMotorolaisabestpracticesbusinesspartnerworkingcloselywithAnderseninthedevelopmentofbestpracticesinformationforthefollowingbusinessprocesses:CostManagementCustomerSatisfactionClosingInternalAuditInternalControlsOverallFinancialPerformanceIntroductionsforcomparingbestpracticesbetweenMicrosoftandMotorolahavebeenestablishedbyAndersenforthebudgetingandcloseprocesses.FirmQualificationsIBCFOUNDINGMEMBERArthurAndersenisaFoundingMemberoftheInternationalBenchmarkingClearinghouse(IBC)TheIBCisanewdivisionoftheAmericanProductivityandQualityCenter(APQC)offeringawiderangeofbenchmarkingservices,including:AssistancewiththeorganizationandperformanceofbenchmarkingstudiesandresearchMemberorganizationnetworking,contact&screeningservices(seeselectedIBCmemberorganizationsonfollowingpage)Commoninterestgroups(e.g.,CustomerSatisfactionMeasurementwithparticipationbyover50memberorganizations)InformationandClearinghouseDatabasesearchesArthurAndersenisthefoundingIBCmemberdriving“GlobalBestPractices”effortsFirmQualificationsIBCMEMBERCOMPANIESAMPIncorporatedAPQCConsultingGroupAT&TAT&TGlobalBusinessCommunicationsSystemAT&TParadyneAbbottLaboratoriesAetnaLifeandCasualtyAllstateAnheuser-BuschInc.ArthurAndersenBPInternationalLimitedBellCanadaBellsouthCorporationBlueCross&BlueShieldofFloridaBlueCross&BlueShieldofOhioBoiseCascadeCorporationBristol-MeyersSquibbBritishAirwaysCIGNACorporationCampbellSoupCompanyCanadianGovernmentIndustry,ScienceandTechnologyChemicalBankSelectedIBCMemberCompaniesasofJune25,1993:ChevronCorporationChryslerCorporationCincinattiBellInformationSystemsTheCloroxCompany,TechnicalCenterCoca-ColaFoodsComputervisionCorporationDRI/McGrawHillDataGeneralCorporationDeere&CompanyDelcoChassisDivisionGeneralMotorsCorporationDigitalEquipmentCorporationDowCorning,ProductMarketProcessTeamEDSEastmanKodakCompanyExxonCorporationGTETelephoneOperations.PublicRelationsDepartmentGeneralMotorsCorporationHeleneCurtis,Inc.Hewlett-PackardCompanyHoneywell,Inc.HughsAircraftCompanyIBMCorporationITTDefenseTheIamsCompanyIntelCorporationJohnson&JohnsonKaiserPermanenteMedicalCareProgramKraftGeneralFoodsInternationalLockheedSanders,Inc.MarriottCorporationMastercardInternational,Inc.MeadCorporationMerck&Company,Inc.MerrillLynchMetropolitanLifeMooreBusinessForms&SystemsDivisionNCRNationalComputerSystems,AssessmentDivisionNewYorkLifeInsuranceCompanyNorthAmericanPhilipsCorporationPacificBellPacificGas&ElectricCompanyPfizer,Inc.PhillipsPetroleumPillsburyProcter&GambleThePrudentialRockwellInternationalCorporationSIEMENSSearsLogisticsServicesShellChemicalCorporationShellOilCompanySouthernCaliforniaEdisonTektronix,Inc.TelecomAustraliaTetley,Inc.TexasInstrumentsTheNewEnglandTitleist&Foot-JoyWorldwideUNISYSUnitedStatesGovernmentFederalQualityInstituteNASAJohnsonSpaceCenterUnocalCorp.WasteManagementCompanyWeyerhauserCompanyXeroxFirmQualificationsREFERENCESSpecificclientreferencesareavailableuponrequest.FirmQualificationsBestPracticesStudy:ProductDevelopmentFirmQualificationsPerformedaBestPracticesstudyintheNewProductDevelopmentprocessinordertoreduceproductdevelopmentcycletimesandlinkthedevelopmentprocesstocustomers’needs/wants.Thisone-yearstudyinvolvedthefollowingcompanies:AdaptecAppleAuspexCompaqDellEpsonFujitsuHewlett-PackardHitachiIBMIntelNECOlivettiSeagateSharpSonySunMicrosystemsToshibaWyseTechnologyLeadership?CommunicationandChangeManagementFactsandBestPractices?EducationandTraining?Empowerment,ApplauseandAppreciationCustomerQualityFrameworkCustomerSatisfactionResults“Asis”ProcessandCostsFacilitation(Conexus)Consensuson-FactorsmostimportanttocustomersValuesandmissionActionPlansmeasurementofcauseandeffectbetweenprocessandsatisfactionStrategicMission(ExecutiveOffice)CUSTOMERFOCUSProcessAlignmentCUSTOMERSATISFACTIONPROCESSMethodologyCustomerServiceHasThreeDimensions...Providingvalue-addedservicesManagingexceptionsMasteringthebasics...SuccessisbasedonagoodfoundationCreativityFlexibilityCredibilityMethodologyGOALOFCUSTOMERSATISFACTIONHowdoyoudefinea“satisfiedcustomer?”QualityValueValue=PerceivedBenefitsCostsSatisfactionSatisfaction=ExpectationsPerceivedPerformanceMaybesatisfiedwithwhatwasdone,butwasitimportanttothecustomer?Methodology()()SUCCESSFACTORSCommitmentfromexecutiveleveldownEducate,RewardandCommunicateClearlyestablishedgoalsDefinecustomersatisfactionfromacost/benefitperspectiveMethodologyDEVELOPACTIONPLANSFROMINFORMATIONDEVELOPPERFORMANCEMEASURESIMPLEMENTANDMANAGECHANGEANALYZERESULTSCONDUCTTHESTUDYUTILIZEBESTMETHODSTOOBTAININFORMATIONDEFINEKEYCUSTOMERSASSESSPERCEPTIONSIDENTIFYCUSTOMERSSTRATEGICCUSTOMERFOCUSMethodologyIDENTIFYCUSTOMERSWhoarethecustomers?SuppliersInternaldepartmentsoroutsidesourceswhoprovideinputorresourcesUsersInternaldepartmentswhousethedepartment’soutputSponsorsInternaldepartmentswhobenefitfromthefunctionorserviceprovidedbythedepartmentConductresearchtodefineuserwantsandcriticalbusinessneedsandsuccessfactorsFocusgrou