Otis’ Vision Statement as posted on their website: “We intend to be the recognized leader in service excellence among all companies—not just elevator companies—worldwide.” • Founded 1853 by Elisha Greaves Otis, Inventor of the safety brake elevator. • Acquired by Untied Technologies (UTX) in 1976.
• Second only to “Carrier” and “Pratt & Whitney” as revenue provider in UTC family of companies,(2007 stats, Otis revenue $11.8 billion). • 63,000 employees worldwide with products offered in 200 countries and territories. • Major manufacturing centers in the US, Europe and Asia. • Engineering and test centers in the United States, Austria, Brazil, China, Czech Republic, France, Germany, India, Italy, Japan, Korea and Spain. • Providing elevator, escalator, and moving walkway manufacture, installation, and service. • 2.1 million Otis elevators and escalators in operation, 1.6 million of which are serviced by Otis. • Service includes monitoring, maintenance, and Otisline. • Continual product innovation, such as “Gen 2” gearless steel belt driven elevators and automatic monitoring. • Intense dedication to service.
How Otis uses IT Tools to Generate Business Benefits
In the early 1980s, Otis developed an innovative computerized, 24-hour customer service center called OTISLINE. This service center was developed to support the maintenance of their products (elevators, escalators, etc.) by dispatching service mechanics from a centralized location, rather than from local offices. OTISLINE permitted a faster response to customers, and a smoother communication through management of performance issues. For example, if too many callback reports occurred, a report would be generated for different levels of management to review depending on the seriousness of the problem. Since one of Otis’ main goals was to deliver optimal customer service, by reducing callbacks the company could have improved “product...