May 17th, 2011
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* role canvas Prepared By:
Michael McCarthy
Table of Contents
Case Review Prepared By:1
1Executive Summary3
1.1client Support Revolutionized3
1.2Sponsoring dislodge - Adjusting to Rebaselined guest Expectations3
1.33
1.43
1.53
1.63
2ASD4
Executive Summary
Otis Elevator (Otis) roaringly transitioned from an Industrial Revolution elevator manufacturing and dish of process division of United Technologies (coordinated universal time) to a globally integrated swear out company under the command of President Ari Bousbib. Their change was rapid, successful and profitable. Otis increased their bottom line contribution to UTC by 10% in just 4 years. Their line of credit model and culture changed by embracing a technological infrastructure that removed redundancies and streamlined their company into a orbicular Service industry, rather than a relic from the Industrial Revolution. The content below highlight the following topics
a.) Early IT infrastructure successes;
b.) 24x7 Customer Support vs. delivering World-Class Global Customer Service;
c.) Implementing Change; and
d.
) Identifying Success
Customer Support Revolutionized
In the Early 1980s Otis created a centralized customer service system, OTISLINE, to reduce service response time and provide 24x7 customer support. The success of OTISLINE, in conjunction with REM Elevator monitoring (REM), increased Otiss ability to offer 24x7 customer support and fundamentally changed the expectations of customers.
Sponsoring Change to Respond to Rebaselined Customer Expectations
The success of OTISLINE and REM presented a quandary for Bousbib. The Customers bar was now raised. Bousbib unsounded that the success of OTISLINE wasnt enough. He became the sponsor of two hear organizational changes
1.) BHAG for achieving fivefold improvement in the order-to-hand-over cycle by setting...If you want to get a full essay, order it on our website: Orderessay
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