Provides a brief update on the application of the concept OTISLINE and service center. Includes a discussion of perception chairman OTISLINE impact on customer service and the response of the organization to the service OTISLINE. Includes a description of the 1989 pilot program to introduce radio frequency-based, hand-held terminals in the field of mechanics. Finally, the chairman of Otis offers what he believes will be the next success story OTISLINE at Otis Elevator Company "Hide
by Nancy S. Balaguer Source: Harvard Business School 2 pages. Publication Date: March 22, 1990. Prod. #: 190149-PDF-ENG
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