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Accelerating Business Transformation with It Question 1: What kind of company is Otis? Through this they have managed to become market leaders in their field. Throughout time the business focus of OTIS have changed.
This is to be seen through their vision: What are the sources of income of Otis? New markets, as China, mainly profits with new sales, e.
Concerning the more mature and satiate markets, as Western Europe and the U. This allocation of income also reflects the customer demand, as the ability to satisfy elevator performance and specification, together with the service cost often becomes the customer major consideration.
This often concludes in discount long-time service contracts offered by the elevator suppliers.
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The reason for this reaction is understandable as that the elevator service market is high competitive due to its steady demand, low entry barriers and high profitability.
A further indication is that the revenue, now coming from China, eventually will move from new sales toward provided service. This is estimated since the Chinese market, by time, will become a more mature market.
How did Otis report elevator failure before ? With no interaction between the different offices, OTIS had a minimal level of communication throughout the entire cooperation regarding the service area.
Due to this the knowledge sharing was very poor and each local office handled each service request single handed, minimizing the efficiency. Further, the communication throughout the organization was also very poor, where service problems never reached the senior management until they had become critical situations.
All together this had a negative impact on the service time causing the customers unnecessary waiting time. The transformation must have been a challenge both for the employees as well as for the managers, whose task area now had been increased.
The gain from the new system must have caused a tremendous impact when it comes to the communication speed between the lower organization layers to the top management. An increasing of the company knowledge sharing and an improvement of the product reliability will therefore cause a higher customer satisfaction.
This system enables the company to monitor an elevator control system and thereby detect problems before customers were even aware of them.
IT-tool being used by Otis in ? The simple IT-tools used at OTIS, was able to contribute with big improvements because of the sideway implementation and use of change management tools e.
The change management tools do not do it alone. An important fact was that OTIS was opened minded towards these changes and was able to convince and really get through with their new vision to their employees, all the way from top till bottom in the organization — there was a will to change, and OTIS was aware of what they needed and how the changes should be done.
The IT-tools was not only a new and improved work tool. They had constructed a needed wave of change, all the way around themselves. This again created common standard work methods, which were implemented to optimize the entire work-flow from receiving an order till providing the actually hands-on service for customer.
Benefits achieved after business transformation? Benefits from the business transformation can be described through a diversity of key factors, which all originate from several different projects.The Wine Industry Advisor is an Online Industry Publication featuring news and articles relevant to the wine industry.
Our goal is to be a resource for wine businesses and professionals by providing free access to our knowledge base articles, industry press releases, and daily news.
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Otis Elevator: Accelerating Business Transformation with IT case study solution, Otis Elevator: Accelerating Business Transformation with IT case study analysis, Subjects Covered Business process reengineering CEO Leadership Organizational change Technology transfer by F.
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