某公司微软服务管理项目方案书.pptx

;;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: 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 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 ;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. We are committed to helping Microsoft create a successful solution that exceeds your customers expectations and fits in your environment. ;Arthur Andersen Co. , S.C. includes two strategic business units that work together to form the wo