XX服务管理项目建议书.PPTVIP

Strategic Positioning - Strategy evaluation, especially related to new entrants, competitive positioning and market studies Customer Satisfaction - Identification of customer needs and alignment with business processes and organizational structures Process Alignment - Process simplification and improvement, re engineering, best practices driven Performance Measurement - Measurement, identification and development of performance measures and monitoring systems management Quality Management Services - Implementation of TQM, quality training, quality assessments, Baldridge and ISO 9000 consulting Customer Service Has Three Dimensions . . . IBC FOUNDING MEMBER Arthur Andersen is a Founding Member of the International Benchmarking Clearinghouse (IBC) The IBC is a new division of the American Productivity and Quality Center (APQC) offering a wide range of benchmarking services, including: Assistance with the organization and performance of benchmarking studies and research Member organization networking, contact screening services (see selected IBC member organizations on following page) Common interest groups (e.g., Customer Satisfaction Measurement with participation by over 50 member organizations) Information and Clearinghouse Database searches Arthur Andersen is the founding IBC member driving “Global Best Practices” efforts Firm Qualifications IBC MEMBER COMPANIES AMP Incorporated APQC Consulting Group ATT ATT Global Business Communications System ATT Paradyne Abbott Laboratories Aetna Life and Casualty Allstate Anheuser-Busch Inc. Arthur Andersen BP International Limited Bell Canada Bellsouth Corporation Blue Cross Blue Shield of Florida Blue Cross Blue Shield of Ohio Boise Cascade Corporation Bristol-Meyers Squibb British Airways CIGNA Corporation Campbell Soup Company Canadian Government Industry, Science and Technology Chemical Bank Selected IBC Member Companies as of June 25, 19