Assignment -4

Group -8
Amit Agarwal – 06 I Priyanka Jain -38
Amrit Mohanty- 09 I Swardesh Jha-52

Vinay thakur-56 I Vishwa Ranjan-58

OTISLINE (A)

Business
 OTIS is subsidiary of UTC and was acquired in 1976.
o Otis operations were organized in 7 regions and it sold products in more than 200
countries and territories.
o In 1984 OTIS generated $ 2 Billion Revenue and represent 13% of UTC total revenue .
o OTIS currently a market leader in both elevator sales and service industry is a highly
decentralized company, serving a highly versatile customer base, i.e. buildings from 2
stories to 110 stories.
o Services, unlike sales, form a very stable and high margin source of revenue in elevator
market. Smaller players are coming up with attractive price propositions to win service
contracts and affecting the share of OTIS.
NAO Operation
o Second Largest division of OTIS Elevator.
o In 1981, OTIS implemented a companywide drive to improve North America Operation
(NAO’s)Profitability.
o Installed first computer IBM 1401 in 1965 to automate maintenance billing.
Significant IT initiatives taken
o The OTISLINE customer service center was implemented to provide 24x7 customer
service.
o The reason to take these initiatives was to become recognized leader in service excellence
not only in elevator companies but worldwide.
Initiative Objectives/Benefits
1. Quality Customer Service
2. Better responsiveness to customer callback
3. Generation of “excess” callback reports
4. Proper resource allocation to problem areas
5. Enhance productivity of elevator sales reps and service mechanics
6. Introduction of new methodologies of system development
7. New Equipment Sales
8. Dispatching and control of Service Mechanics

.
Results
  The OTISLINE would be successful because it aimed at response less than 1 sec for 98% of time
this is prime essence of service industry, in which you make the customer experience good for
them not to leave you.
Relevance and analysis
 Step of submitting manual reports for callback and repair history log to field office’s service desk
was eliminated
 The case illustrates changes made to the Otis elevator maintenance and order fulfillment areas
with help of the IT systems.
 OTISLINE was a customer service center which was created because of the change in the
organizations Elevator maintenance.
 With the increase in competition in the market and service accounting to the greater portion of the
profit then sales of new unit caused Otis to work on it customer service as service contracts were
given out based on responsiveness, quality and price.
 Combined with this was REM elevator monitoring which enabled microprocessor enabled
elevator to log performance to one of the monitoring computers, hence Otis people knew of the
problem before they were reported.
 OTISLINE helped Otis improve performance because in service industry the key determining
factor is the response time the customer receives, with automation and effective monitoring Otis
had an edge over its competitors.