Otis Elevator Case Solution And Analysis, HBR Case Study Solution & Analysis of Harvard Case Studies

Otis Elevator Case Study Solution

The sales processing process is another example that might be considered here. A sales processing process involves various purposes, including scheduling and validating the proposal and booking the order. The induction of eLogistics has supported the automation of the workflow of activities such as electronically circulating key documents to the supervisory personnel. An automation has been carried out in the booking of order& data insertion into a standard interface’s financial systems that is Hyperion.

Hyperion has been used with an intent of rolling the data from all around the globe into the corporate system. By using eLogistics program, the company has started to record the changes easily, and the information system has helped the program in change management. It is noteworthy that due to the information system, eLogistics program has assisted in improving the business processes of company. Simply, the eLogistics enables the real time information sharing as well as the integration between DC, sales, CLC, and SSI and the field installation, not only this, it also facilitates the seamless coordination and collaboration amongst them. Without coordination and collaboration, the satisfaction of customer could not be improved and cycle time could not be reduced.

Impact of initiatives on competitive position &role of senior management in initiative

The initiatives including Otis line and eLogistiocs have last significant and inevitable impact on the competitive position of the company as a whole. The system has significantly tracked as well as improved the responsiveness to the calls from customers and has also provided the response time statistics reports that would likely be reviewed by customers. Due to the Otis line capabilities, the company would be able to offer customers a guaranteed response time. The service quality has also been improved owning to the system’s centralization. This has been made possible due to the fact that the centralized records are made accessible, thereby improving the overall system’s efficiency.

In addition to this, it has significantly enhanced the communication between manufacturer and customers, and it has also provided the service and sales department with an effective submission of reports to the company’s management. The standardization of the procedures via efficient management of data has enabled the trend analysis for the corrective mechanism and flawed product design in order to tackle and deal it in advance.

The Otis line customer service center has impressively improved the visibility of the elevator service performance, and has allowed to serve the customers with an effective quality service. Moreover, it has also enabled the company to produce the excess callback reports for different management levels. By improving the reliability of the product and reducing the callbacks, the company has improved the customer satisfaction, which in turn has resulted in the reduced maintenance contract cancellations.

The company has gained a competitive advantage over competitors in terms of increased profit returns and maximized profitability, and the source of such competitive edge for the company is the implementation of Otis line.

On the other hand, the eLogistics provides clear visibility of all parts of the process, clear communication, real time information and approval of Field Installation for the order before it is closed. The visibility and communication of being able to view factory and sales data means that the field installers would pull the components despite of push components by the factory schedule. The eLogistics have contributed to the customer satisfaction by ensuring that the products are delivered in timely manner and allowed the customers to upgrade and revise the orders while in process. The eLogistics has been initiated purposely to sustain and enable the considerable leap improvement.

The senior management has been confronted with multiple client complaints and increased contract cancellations, and has analyzed the need to improve the customers’ service to retain the existing customers and to attract the new one. Bousbib has realized that IT has to be championed and led, so that the processes should be changed as well as the outcomes should be measured. He has put his major emphasis on improving the quality and reducing the cycle time. Additionally, the senior management has challenged the executive staff for launching new initiative in an attempt to make Otis one of the leading service company all around the globe.

Conclusion

To sum up, it can be concluded that the OTIS elevator has been the market leader in both aspects of sales and service. Despite the fact that the service industry is highly lucrative and stable, it has become competitive to remain the market leader due to the higher profit margin involve din such industry, which in turn has welcomed the new entrants. The company charged premium prices for the products offered in the market due to its strong market position, the company needs to maintain the customer satisfaction and product quality in order to get the new service contracts and installation contracts from its customers.............

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