preview

Case Aanalysis

Decent Essays

Case Assignment for Otis Elevator 1. How hard do you think installing OTISLINE was in 1990?
In my opinion, apparently installing OTISLINE would confront with many difficulties in 1990, however, these difficulties may be less comprehensive than those problems confronted when establishing the e*Logistics program. The OTISLINE customer service center was a centralized customer service system to dispatch service mechanics. When IT implemented this 24*7 concept, they should deal with key problems as followings: (1) The communication problem among IT and different functional areas; Since before OTISLINE was introduced, there was no central view of service delivery, response time, or cumulative product issues in the field. Therefore the …show more content…

(2) Supply Chain: The TQM and ACE empowered employees to identify and solve problems while at the same time practicing continuous improvement. Otis streamlined manufacturing operations and reorganized to be a new single supply chain and logistics management function. (3) Sales and Field Operations: The SIP program gathered best practice from around Otis and made these into standard processes across the whole organization. (4) e*Logistics: This initiative provided IT systems to facilitate business processes re-engineering that was taking place throughout the company. It became the mean for connecting sales, factory, and field operations through the Web.
All of these IT tools were servicing the whole strategy of Otis turning form a manufacturer into a recognized leader in service excellence. Every initiatives adopted in each department were not very comprehensive but truly optimized the work processes and improved innovation, quality, cost and speed. Maybe the above factors led to Otis’s success in 2004.

3. An Otis manager states that “with the e*Logistics program, best practice from SIP are baked into the organization and institutionalized to achieve continuous transformation.” How do the systems that comprise the e*Logistics program bake in an institutionalized best practice?
To achieve continuous transformation, the e*Logistics program makes sure the business process

Get Access