Q1: Why did OTIS launch this project? Background: OTIS was a market leader in both the aspects of elevator industry i.e. sales and services. However, the services industry despite being very stable had become very competitive due to entrance of many small players since services involved higher margin on profits, which attracted many entrants in the field. An elevator service company would be typically invited on the basis of responsiveness, quality and price. OTIS was able to charge premium for
Business Context/Key Business Drivers * Otis is the largest manufacture, installer, and servicer of elevators, escalators, and moving walkways in the world * Specialize in logistics, service excellence, and total solutions for customers * Key drivers: * Transform the culture of Otis to become a single-customer centric business model to increase profitability, attract new and maintain current customers to beat out competition * Shift focus of the Otisfrom manufacturing to
SCM, reduce cycle time, centralize services, get recognized as a service company rather than manufacturing. Initiative Objective/Benefits Objectives Benefits Otis wanted to centralize service delivery, response time and product issues. • With OTISLINE, 160 people together worked 24 hours a day • Drastically reduced response time of 1 second or less/customer • Aggregated information from multiple data sources Impart Knowledge of the problem to senior management before it became critical. • Improved