It is recommended that, for optimal results, this file be printed to a Series III or higher printer.,Our Understanding of Your Needs 2 Project Approach. 6 Benefits of Our Approach 14 Project Timeline and Professional Fees 15 Exhibits I. Project Experiences. 16 II. Project Requirements 19,TABLE OF CONTENTS,Preliminary and Tentative for Discussion Purposes Only,During the past several months, BST has initiated several corporate initiatives aimed at responding to the focus on excellence through quality. The total quality policy was adopted because BST realized the need to position itself more competitively within the industry.,CHALLENGES,The environment surrounding todays business is constantly changing. Pressure on the workforce is increasing from a variety of perspectives: Increased workforce productivity Changes in technology Job complexity Customer demands and expectations Corporate wide responses: Foundation Network Strategy The Quality Advantage Business Process Reengineering Efforts Process Improvement Projects Training & Documentation,BST RESPONSES,BUSINESS NEEDS,UNDERSTANDING YOUR NEEDS,BST/ANDERSEN TEAM,BellSouth Telecommunications and Andersen have successfully worked together on a number of the business responses: Business Process Reengineering - CORE Job Design - AM Work Content Review Training - Training and Documentation Project FNS - Strategic Information Initiative Florida Billing Settlement Andersen is familiar with BellSouths efforts to improve the quality of service, and availability of services and productivity in customer services: Service representatives and collection representatives represent the front line linkage and contact point for this service. Moving to 24-hour-a-day, 7-day-a-week availability requires changes for the company. Small productivity increases in contact employee performance represent a substantial savings in BellSouths annual contact employee expenditure. Future reengineering efforts will affect the system component of the provisioning process. Andersen has historically realized significant and quick productivity savings in redesigning these processes.,CALL MANAGEMENT PROCESS IMPROVEMENT,UNDERSTANDING YOUR NEEDS,BellSouth,Call Management,UNDERSTANDING YOUR NEEDS,PRIMARY BUSINESS OFFICE PROCESSES,10.0 Customer Service 10.1 Service Order Processing new service requests, LD carrier, transfers, charges, disconnects, etc 10.2 Billing Inquires 10.3 Respond to customer inquiries 10.4 Telemarketing 10.5 Directory assistance 11.0 Billing and collection 11.1 Credit policy administration 11.2 Accounts receivable management and customer accounts analysis 11.3 Past due accounts collection and payment arrangements 11.4 Investigate and resolve customer account adjustments 11.5 Service denial and restoration 11.6 Bill generation 11.7 Process and record payments 12.0 Assignment 12.1 Assign facilities 12.2 Programming,13.0 Sales 13.1 Sales/marketing planning 13.2 Sales/marketing customer accounts 13.3 Account development and service 13.4 Telemarketing 13.5 Directory assistance 14.0 Records 14.1 Customer records setup and maintenance 14.2 Billing system setup and maintenance 14.3 Exception processing 15.0 Installation and Maintenance/Repair 15.2 Maintenance and/repair loop testing 15.3 Schedule and dispatch installation and maintenance/repair work 15.4 Monitor and clear scheduled work 15.5 Updating and maintaining maintenance/repair database,UNDERSTANDING YOUR NEEDS,Arthur Andersen Business Improvement Model: Customer Focused Management,Strategic Positioning,Performance Measurement,Customer Satisfaction,Process Alignment,Change,Environment,Build Enduring Relationships Improve Continuously Manage Resources to Create Value,PROJECT APPROACH,Keys to Project Joint BellSouth/Arthur Andersen teams Effective communication with work force Full-time, focused resources Focus on simplification, streamlining and quality Develop specific implementation plans, including process, organization, work force, targets, and time frames,PROJECT APPROACH,Phase I,Planning & Preparation,Key Objectives The key objectives of the Planning and Preparation phase are as follows: Perform cluster analysis Refine objectives and strategy Organize teams Further understand organization and key interfaces Prepare kick-off communications Plan project, finalize work plan and establish key target dates Orient and train team members Approach The approach to achieving these objectives is to: Hold project team meetings Discuss communications strategy Hold training sessions Conduct a group team building exercise Discuss activity dictionary with appropriate client personnel Key Deliverables The key deliverables of the Planning and Preparation phase are as follows: Appoint and train project team Finalize communications plan Develop timeline for remainder of project Activity Dictionary,PROJECT APPROACH,Phase II,Opportunity Assessment,Key Objectives The key objectives of the Opportunity Assessment pha