©1996ArthurAndersen,AndersenWorldwide,SC.Allrightsreserved.CrossReferencetotheConsultingProcessFrameworkCustomerSatisfaction©1996ArthurAndersen,AndersenWorldwide,SC.Allrightsreserved.MajorControlPointEstablishCustomerFocusedVisionUnderstandMarketsCustomersIdentifyEvaluateOpportunitiesDesignImplementChangeManageForSuccessMeasureSuccessMeasureSuccessRealizeChangeRealizeChangeDevelopSystemicPerf...