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OTISLINE
ALOK || ANSHAT || MOHIT || VIDISHA
We are OTIS..
• OTIS Elevator, a subsidiary of United technologies Corporation
• Revenue in excess of $2 billion as of 1985, 13% of the company’s total revenue
• Organized into four divisions- North American, Latin American, Pacific and European Transcontinental.
• Into the business of design, manufacture, installation and service of elevators.
OTISLINE Overview
• OTIS elevators considered the best in the market leading to consumers paying premium for its product
• Markets three elevator lines- Otis Hydraulic, Otis geared, Otis Gearless
• The preferred elevator for large projects and state of art elevators.
• Introduction of automated microprocessor based elevators in 1970s led to increase in market share.
Elevator Industry overview
• Very competitive market with other players like Westinghouse, Dover, Montgomery, Schindler etc.
• Elevator market directly correlated to the building Cycle while the service market is stable
• A number of players in the servicing market
• Elevator service company selected mostly on the basis of responsiveness, quality and price.
• Small service providers offered discount
North American Operations Overview
• Second largest division with over 8000 employees in 1985
• Until 1978 the computer systems used for production control and accounting
• Subsequently expanded into data entry and inventory control
• Cost reduction program halted all the progress and led to laying off of over 60% programmers.
Bring back my programmers!!!
• Feasibility of the using IT to establish centralized customer service system investigated in 1981
• The callback time due to the mechanical system varied a lot.
• The process to implement OTISLINE began in 1982.
• The IT budget of NAO doubled with great insight in the consumer problems.
Problems faced….
• Quality of answering services
varied greatly
• Response Time varied
• Out of service elevators
irritated customers
• No centralized Data
NAO and IS
NAO
•Second largest division of OTIS
•Its business required it to be geographically dispersed
1965
•Installed its first computer to automate maintenance billing
1982
•Centralized customer service was implemented
1985
•OTISLINE was developed with aim to provide 24 hours of service
OTISLINE linked with Information services
• OTISLINE- part of NAO’s SMS data
base
• SMS database contained all
maintenance activities
• OTISLINE dispatcher updated the SMS
database.
• It helped in responding to a customer in
less than 60 secs.
Quality of Customer Service in OTISLINE
• Staffed by skilled dispatchers
• New hires received four to six weeks of in-
house training
• Telephone system was used to produce
the statistics to measure dispatcher
performance
• One callback required four OTISLINE
dispatchers.
• By 1985, 11 of the 47 NAO districts were
using OTISLINE. 43300 calls on an
average weekday.
Dispatching and Control Of Service Mechanics
Prior to
OTISLINE
•Field Offices dispatch Service Mechanics to field
•Service Mechanics send written reports after Call back
OTISLINE
•Service Mechanics call the OTISLINE and give description
•They also maintain a notebook
OTISLINE
•Reporting became accurate and maintained by a Central Server
Benefits of OTISLINE
Marketing of new projects
• Representatives used NES database to automate the production of status reports
• NES had three components:
•Organize data about new equipments projects
Negotiation
•Provides cost estimates and configurations for new products
Estimation
•Provides mechanism to record outcome of a negotiation.
Disposition
Marketing Service
Reliability
Responsiveness
Innovation
Communication
Teamwork
Customer Satisfaction
Business Alignment with IT
STRATEGY EXTERNAL ENVIRONMENT
IT STRATEGY
IT APPLICATIO
N/INFRA
TRANSACTION COST THEORY
TR
AN
SA
CT
ION
AL
CO
ST
FIRM SIZE
AGENCY COST THEORY
AG
EN
CY
CO
ST
FIRM SIZE
TWO WAY RELATIONSHIP
ORGANISATIONS
INFORMATION
TECHNOLOGY
MEDIATING FACTORS1. Environment2. Culture 3. STRUCTURE4. Business Process5. Politics6. Management
Decisions
VALUE CHAIN MODEL
Future Of OTISLINE
Remote Elevator Monitoring
In Car Phones
Handheld Terminals
New Equipment Ordering
Contract Management
Telemarketing Of Services
THANK YOU QUESTIONS
IF ANY