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otis case discussion

otis case discussion

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Published by: red_sapphire21 on Jan 06, 2012
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01/06/2012

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OtislinecasediscussionReasonsbehindlaunchingOTISline:1.Acentralizedcustomerservicesystemwasdeemeddesirablebecausegettingnewcontractswouldonlybeadjudgedbasedonthroughresponsivecall-backsbythecompany.2.Reductionofresponsetimewhichonlyacentralizedsystemwouldmakepossibletodo.Acentralizedsystemwouldenablethecompanytoacceptcallsevenduringnonprimetime.Thisdidnâ
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tworkefficientlyforthecompanythroughlocalansweringservicesduetononalignmentofinterests.3.Gettimelyfeedbacksfromthecustomersonservicequality.4.Morealignedcosteffectivesolutionwasneeded.5.Theresponseoncall-backstillnowvariedacrosslocationsanditwasfelttomakeitmoreeffectivetoenhancecustomersatisfaction,thecompanyneededtobemoreeffectiveacrossalllocations.6.Ofthe2300servicemechanicsemployedbyNAOin1985,mosthandledbothcall-backsandpreventivemaintenance.AdjustmentsinOTISline1.Responsivenesstocustomermaintenancerequests:Thesystemnotonlyimprovedandtrackedtheresponsivenesstocustomercalls,butalsoprovidedreportsofresponsetimestatisticsthatcouldbereviewedwithcustomers.ThecompanythereforebeganofferingguaranteedresponsetimetocustomersbecauseofOTISLINEâ
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scapabilities.2.Reliabilityforcurrentandfutureelevators:OTISLINEdispatchersupdatedtheSMStomaintaindataonactionsthathadbeennecessarytorepairout-of-serviceelevators.Reliabilitydatacouldbeusedbymanagementtoallocateresourcestolocationswithrecurringproblems.Engineeringcouldalsoinvestigatetrendsthatcouldbeanindicatorofflaweddesignorproblem.3.Technologicalinnovation:Introductionofthemicroprocessor-basedcontrolsystemelevatortechnologyuniquetoOtis.ThistechnologynotonlyhelpedOtisincreasethesalesoftheelevators,butalsohelpedtoshapethefutureoftheservicebusiness.ThecombinationofsalesandserviceallowedOtistocapitalizeonthelongtermprofitabilityinthemarket.ThisinfrastructurefurtherenabledOTISLINEwithnewideastotransformthefutureoftheindustryandgaincompetitiveadvantage.(REM,incarphones,NES,handheldterminals)4.BetterTeamwork:OTISLINEstaffedagroupofhighlyskilleddispatchersandwasthefirsttoofferprofessionallystaffedcustomerservice(withskills/collegedegrees,providedinhousetrained).5.Improvedcommunication:Notonlyitimprovedcommunicationbetweenthecustomersandmanufacturer,butitalsoprovidedthesalesandservicedepartmentwithaneffectivesubmissionofvariousreportstothemanagement.6.Customersatisfaction:Inadditiontoimprovingthecustomersatisfactionasmeasuredbyareductioninboththevolumeofcomplaintsandservicecalls,OTISLINEcontributedtoimprovedservicequalityandreducedservicecosttocompetewithindependentcompetitors.Topofthelinecustomerserviceimprovedtheelevatorsales

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