Case Study on Otisline

Q1: Why did genus Otis launch this project? Background: genus Otis was a market leader in both the aspects of ski lift industry i.e. sales and dos. However, the services industry despite be very stable had become very competitive collectable to entrance of many small players since services involved higher(prenominal) margin on profits, which attracted many entrants in the field. An elevator service companionship would be typically invited on the basis of responsiveness, select and price. OTIS was able to charge premium for its products because of its established create but it had to maintain the quality and customer satisfaction high to get new installation contracts (to a greater extent sales) and service contracts. It all started for OTIS with a come withwide cost reduction program in 1981. draw reasons for the program were: 1. A centralized customer service system was deemed desirable because getting new contracts would only be adjudged base on through responsive call-backs by the company. 2. Reduction of solution time which only a centralized system would drop likely to do. A centralized system would enable the company to accept calls even during non primetime. This didnt work efficiently for the company through local answering services due to non bond of interests. 3. Get timely feedbacks from the customers on service quality. 4.

More adjust cost effective solution was needed. 5. The response on call-backs boulder clay now varied across locations and it was felt to make it more effective to enhance customer satisfaction, the company needed to be more effective across all locations. 6. Of the 2300 service mechanism employed by NAO in 1985, most handled both call-backs and interference maintenance. According to NAO OTIS could save up to $5 gazillion by reducing call-backs which centralized system could make possible achieve Q2: How was honor created in this model? OTISLINE proved to be greatly beneficial to the company in terms of following value propositions- 1. Responsiveness: Fact: Reduced response... If you want to get a full essay, order it on our website: Ordercustompaper.com

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