微軟公司服務管理項目建議書(英文版)(ppt 53頁)

微軟公司服務管理項目建議書內容摘要：
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.
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 :
Develop a systematic process for gathering data from internal and
external customers of Worldwide Operations (Financial Operations, ITG
and Manufacturing)
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
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
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