It is recommended that, for optimal results, this file be printed to a Series III or higher printer. BUSINESS NEEDS 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. The environment surrounding today’s 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 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 BellSouth’s 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 BellSouth’s 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. 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 ......