B-1✦1995ArthurAndersen&Co.S.C.,Allrightsreserved.AppendixB:ClientCredentialsInCustomerNeedsAssessmentARTHURANDERSENWhatdoIreallyneed?B-2✦1995ArthurAndersen&Co.S.C.,Allrightsreserved....AUniqueFirm...WithVastResourcesArthurAndersen’sstrengthliesinits66,000people,operatinginover300locations,in72countries,Theyaredistinguishedby:Wecontinuallysharpenourcustomerfocusthroughourowncustomersatisfactionprocesswhichweperformonacontinualbasis.Ourvastresourcesandexperiencesallowustoapplythefollowingcapabilitiestocustomersatisfactionengagements:❿SurveyAdministration⚛Mailingcapabilities⚛P.O.BoxReplyFacilities❿SurveyIntegration⚛Qualityimplementation⚛Objectivesettingandmonitoring❿SurveyAdministration⚛Mailingcapabilities⚛P.O.BoxReplyFacilities❿SurveyIntegration⚛Qualityimplementation⚛Objectivesettingandmonitoring❿Worldwidepartnership❿Globalaccesstoresources❿Uniquecommonculture❿Flexibilityinmeetingclientneeds“Commitmenttoquality-asdefinedbyourclients.”“Commitmenttoquality-asdefinedbyourclients.”❿Surveydesignanddevelopment⚛Statisticians&Psychologists⚛Operationsresearch❿SurveyAnalysis⚛Statisticalsoftware⚛MainframeandPC❿Surveydesignanddevelopment⚛Statisticians&Psychologists⚛Operationsresearch❿SurveyAnalysis⚛Statisticalsoftware⚛MainframeandPCB-3✦1995ArthurAndersen&Co.S.C.,Allrightsreserved.●AirTouchCellularTelecommunication●BarkerSteelSteelManufacturer●BlueCoralConsumerProducts●ButlerCo.Pharmaceuticals●ChicagoTitleandTrustFinancial●CraigConsumerElectronicsDistributor/ConsumerProducts●ElectroRentEquipmentRentalandDistribution●FlorimaxManufacturer●GeneralTelephoneTelecommunications●GTECorp.Telecommunications●HeatherTiresandProductsDistributor●InsterstateDistributorDistributor●LACountyVideoTelconferenceGovernment(Venture)●LeviStrauss&Co.Apparel/Manufacturing&Distribution●MacPhearsonPartsDistributorArthurAndersen’sFirmwideCustomerSatisfactionExperienceB-4✦1995ArthurAndersen&Co.S.C.,Allrightsreserved.●MajorCAUtilityUtility●Miller&HartmanDistribution●Pfizer,Inc.Financial●PhoenixTextilesApparel/Mill●PierceCompanies(TroyImpact)Manufacturer●S.A.Maxwell(DowChemical)Manufacturing●SchwinnCyclingandFitnessManufacturingandDistribution●SFNewspaperAgencyCommunication●SpreckelsIndustriesHeavyEquip./Manufacturing&Distribution●WaterfordWedgewoodUSAManufacturingandDistribution●WhiteMaartins,S.A.Manufacturing●WOSCAShippersDistributors/FreightForwarders●WyleLabsElectronics/AssemblyandDistribution●ArthurAndersenAccountingandConsultingFirmArthurAndersen’sFirmwideCustomerSatisfactionExperience(continued)B-5✦1995ArthurAndersen&Co.S.C.,Allrightsreserved.ENGAGEMENTOBJECTIVE⬛ImplementationofTotalQualityManagementinitiativewithsignificantemphasisontheassessmentofcurrentlevelsofcustomersatisfactionasatooltoidentifyareasforstrategicimprovement.APPROACH⬛Assessallkeypointsofcustomerinterfacetodevelopacomprehensivelistofsurveyattributes.⬛Designandtestthreecustomersatisfactionsurveysforusewiththeowner,architectandsubcontractorcustomercommunities.Distribute,collectandanalyzesurveysinone“Pilot”location.⬛RolloutthefinalsurveysandanalysistoolstotheCompany’sremaining27operatinglocations.RESULTS⬛Analysisofcustomerfeedback,prioritizedbyimportancetothecustomerandperceptionofperformance,foreachoperatinglocation.⬛Identificationofbusinessissuesforimprovementthatw...
