OTISLINE (A)

When elevators are running really well, people do not

notice them. . .
Our objective is to go unnoticed.
Bob Smith
Executive VP, COO
Otis Elevators
Group 11
BM B [2010 12]
Ajit Panigrahi
Manmeet Kaur Chhabra
Pratyush Chinmoy
Rahul Agarwal
Srikanth Vemuri

(B10065)
(B10087)
(B10099)
(B10101)
(B10118)

COMPA
NY
OVERVI
EW

OTIS ELEVATOR

Founded by Elisha Graves Otis

Subsidiary of United Technologies Corp.

$ 2bn revenue by 1984

BRAND PERCEPTION OF
OTIS

COMPA
NY
OVERVI
EW

Synonymous with Elevators

Technical Leadership

Reliability

Quality

GEOGRAPHIC
DIVISIONS

COMPA
NY
OVERVI
EW

Organiz
ed into
Four
Distinct
Division
s

North America
Latin America
Pacific Area
European
Transcontinental

COMPA
NY
OVERVI
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BUSINESS IN ELEVATORS AND

RELATED PRODUCTS

Design
Design

Manufactu
Manufactu
re
re

Installatio
Installatio
n
n

Service
Service

COMPA
NY
OVERVI
EW

PRODUCT LINE
Otis Hydraulics
Elevators for low-rise buildings ( not
more than 6 stories)
Otis Geared
Elevators for mid-rise buildings ( up
to 24 stories)
Otis Gearless
Elevators for High-rise buildings

COMPA
NY
OVERVI
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ADVENT OF MICROPROCESSOR
TECHNOLOGY
Group
Controller
In machine
room
Dispatching
decisions
and call
assignment
s

Car Controller
One per car
in the
machine
room
Governs the
operation
and motion
of the car

Cab
Controller
Mounted on
the car
Interfaces
with the
control
hardware

INDUST
RY
OVERVI
EW

SERVICE MARKETS CHARACTERISTICS

Steady Demand, High Profitability

Responsiveness, Quality and Price, the key attributes
looked for by customers
Interoperability, pre-microprocessor era
Thousands of companies devoted exclusively to service
industry
60%-80% of contracts awarded at the time of sale, more so
with the advent of the microprocessors

INDUST
RY
OVERVI
EW

ELEVATOR INDUSTRY

NORTH AMERICAN
OPERATIONS OVERVIEW

Size: Second largest division of Otis

Elevator

Scope: Large, geographically dispersed

field organization

NAO Information Services

Installed first computer, IBM 1401, in 1965

to automate maintenance billing

NAO
OVERVI
EW

NAO ORGANIZATION CHART

OTISLIN
E
OVERVI
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OTISLINE: KEY BENEFITS

OTISLIN
E
OVERVI
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OTISLINE: IMPACT

OTISLIN
E
OVERVI
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SERVICE MANAGEMENT
SYSTEM

Sales Call
Management
Route
Management
Otisline
Service
Performance
Management
Price Estimator
Building
Information

OTISLIN
E
OVERVI
EW

INFORMATION SERVICES

CUSTOMER SERVICE
INITIATIVE

OTISLIN
E
OVERVI
EW

Staffed High Skilled dispatchers

Trained for 6-8 weeks

Trained to be courteous, efficient,

sensitive and speak clearly

Periodic seminars and trainings

Supervisor during periodic checks

OTISLIN
E
OVERVI
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PROCESS FLOW
Customer Calls on toll free
number

Call on
designat
ed lines

Move to bottom of the Que

Dispatcher picks the call

Identify the building and
customer and log the call

Dispatcher 2 pages to
mechanic
Mechanic completes report

Move to top of the Queue

OTISLIN
E
OVERVI
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CUSTOMER SERVICE: DELIVERY

PROCESS
BEFORE & AFTER After
OTISLINE
Before OTISLINE
OTISLINE
NAO
Headquarters

OTISLINE

Region
Problem/complaint
reported

Routine
Reporting

Routine
Reporting
Zone

Mechanic
files report

Mechanic
paged
Customer

District

Problem/complaint reported
Customer

Field Office

Answering
Service
Mechanic dispatched
and fixes problem
Mechanic files report

Mechanic
Mechanic

Mechanic
paged
Mechanic dispatched
and fixes problem

OTISLIN
E
OVERVI
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DISPATCHING AND CONTROL

OF SERVICE MECHANICS
Prior to Otisline

Hand written reports

Varied report quality

With Otisline

Centralized service mechanic despatching

Notebooks used for logging

Identifying recurring problems

Increased information to NAO management

Boost in quality and Reliability

MARKETING-NEW
EQUIPMENT SALES

OTISLIN
E
OVERVI
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Automate Status Report and prospects

Three Stages

OTISLIN
E
OVERVI
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MARKETING-SERVICE

OTISLIN
E
OVERVI
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SERVICE SUCCESS METRICS

Service contracts won / lost

Profitability by customer, by office, and by

region

Response time by office, and by region

Callbacks by customer and by office

Time to repair elevator

Time to repair and quality of repair for each

individual mechanic

Time to repair and quality of repair for each

individual mechanic

OTISLIN
E
OVERVI
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FUTURE APPLICATION

Remote Elevator Monitoring

Problem
communicati
on to central
computer

Analysis
of
problems

Generatio
n of
trouble
reports

Dispatch
of service
mechanic
s

In-car problems

Notification
of trapped
passenger
problem

Identific
ation of
proble
m with
top
priority

Location
identificati
on by
Dispatcher

Sending
of
service
mechan
ic

OTISLIN
E
OVERVI
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FUTURE APPLICATION

Replacement of service mechanic pagers

with hand-held terminals

New equipment ordering: Lead time

shortening and raw material inventory
management improvement

Contract management: Tracking of

changes in elevator installation schedule

Telemarketing of service: Generation of

prospect list and more service contracts

ANALYSIS

CAPABILITIES

ANALYSI
S

Redesign Of Business Processes:

Centralization of Service Mechanic Dispatching contrary to

NAOs decentralized approach

Automation of production of status reports on elevator

sales prospects

Faster responses to customer problems and storage of logs

in central computer bettering customer service

Monitoring: Efficient tracking of the callback activity and

completion of new projects

Collaboration: Service calls made to Otisline and mechanics

paged for callbacks via hand held terminals

Standardization: Enhanced quality & timeliness of

information enabled standard practices and workflows

COMPLEMENTS

ANALYSI
S

Work Structures

Work flow

Step of submitting manual reports for callback

and repair history log to field offices service
desk was eliminated

Quick diagnosis of problem installations,

component malfunction and key resource
allocation to problem areas

Interdependencies: Changed drastically with

reporting being done on pocket notebooks as
per otisline dispatchers questionnaire

BUSINESS IT ALIGNMENT

BUSINESS IT
ALIGNMENT
S
T
R
A
T
E
G
Y

Strategic
Intent

Competitio
n

Current
Strategy

Buyers &
Suppliers

Impacts

Customer
Segment

State of the
industry

Price/Qualit
y

Technology
Enablers

Channels
Drivers

Regulations
Impacts

IT
Strateg
y

IT
Portfoli
o
IT

E
N
V
I
R
O
N
M
E
N
T

BUSINES
S IT
ALIGNME
NT

ENVIRONMENT

Competition: Major manufacturers being Otis, Westinghose, Dover,

Montgomery, Schindler, U.S. Elevator and Fujitech. Competition
between companies is based on price, reputation, and ability to satisfy
elevator performance specifications and architectural requirements

State Of The Industry: Highly competitive, with cyclical demand in

elevator sales (concentrated) and steady demand in service market
(fragmented)

Technology: Electromechanical followed by microprocessor based

elevators. Proprietary maintenance devices for diagnosis of elevators
with

microprocessor-based

technolofy

control

systems

requires

state-of-art

BUSINES
S IT
ALIGNME
NT

STRATEGY

Strategic Intent: Otis pursues a differentiation strategy.

The aim is to retain the leadership in sales and provide
quality and fast service to maintain its position as leader
of the service industry

Current Strategy: To provide quality service to customers

more effectively by improving responsiveness and to be
positioned as a large and highly regarded service
organization service contracts to be the market leader in
services

Customer Segment: Contractor, architect, building

owners for use of elevators in low-rise, mid-rise and
high-rise buildings

Quality: Usage of OTISLINE for improved centralized data

processing increasing responsiveness & reliability
resulting in better communication and higher customer
satisfaction

BUSINES
S IT
ALIGNME
NT

IT

IT Strategy

In-house implementation with help of multi-functional

team

Installation of extensive peripheral equipment

Expansion of SMS database with improved access and

quick updating via otisline dispatcher

IT Portfolio

IT Infrastructure- Support for otisline customer service

center through IBM 3083, several direct access
storage devices and telecommunications equipment
with large budget allocation to this IT support

THANK YOU