Otis Elevator Essay

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Otis Elevator: Accelerating Business Transformation with IT May 17th, 2011 * * * Case Review Prepared By: Michael McCarthy Table of Contents Case Review Prepared By: 1 1 Executive Summary 3 1.1 Customer Support Revolutionized 3 1.2 Sponsoring Change - Adjusting to Rebaselined Customer Expectations 3 1.3 3 1.4 3 1.5 3 1.6 3 2 ASD 4 Executive Summary Otis Elevator (Otis) successfully transitioned from an Industrial Revolution elevator manufacturing and servicing division of United Technologies (UTC) to a globally integrated service company under the command of President Ari Bousbib. Their change was rapid, successful and profitable. Otis increased their bottom line contribution to UTC by 10% in just 4 years. Their business model and culture changed by embracing a technological infrastructure that removed redundancies and streamlined their company into a Global Service industry, rather than a relic from the Industrial Revolution. The contents below highlight the following topics a.) Early IT infrastructure successes; b.) 24x7 Customer Support vs. delivering World-Class Global Customer Service; c.) Implementing Change; and d.) Identifying Success Customer Support Revolutionized In the Early 1980’s Otis created a centralized customer service system, OTISLINE, to reduce service response time and provide 24x7 customer support. The success of OTISLINE, in conjunction with REM Elevator monitoring (REM), increased Otis’s ability to offer 24x7 customer support and fundamentally changed the expectations of customers. Sponsoring Change to Respond to Rebaselined Customer Expectations The success of OTISLINE and REM presented a quandary for Bousbib. The Customer’s bar was now raised. Bousbib understood that the success of OTISLINE wasn’t enough. He became the sponsor of two key organizational

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