IBM case
Q. 01. What does service mean to IBM?
Answer: Thomas Watson IBM's founder. `IBM means to service'. IBM defines itself as a service company and the corporate philosophy articulated by Watson was not just to be a good service company, but to be the best service company in the world. IBM chairman stated, "We have changed our technology, changed our organization, changed our marketing and manufacturing techniques many times and we accept to go on changing.
Service such as project management, application implimentation, fixing a fault with a machine, how they can manage and perform that is service. It's about with that product, how they manage the relationship, treat the customer, respond the problems and the solutions can they offer their clients to make their business stronger and better.
IBMers value-
a) Dedication to every clients success,
b) Innovation that matter for our company and for the world,
c) Trust and personal responsibility in all relationships.
Q. 02. What do you think were the main problems in transfering a product-based organization into a service-based organization?
Answer: IBM set about creating an organization that was focused on its customers and on the company's products. Brian Sellwood explained- IBM were not into servces, we were a hardware, software product company. The first step was to start understanding what the customer wanted to bye, they wanted value-add. We are trying to solve the demand for the customers and fulfilling the gaps in our portfolio's and opportunities for us. The most innovative hardware, software that enables business decisions get a return on our IT investment. The main problems of transfering a product-based organization into a service-based organization are as follows:
a) Sales force break down- On a sudden change organization's sales force may be break down.
b) Customer service issues reflect poorly- Customers aren't happy of their first service.
c) Challenges in managing organization
Answer: Thomas Watson IBM's founder. `IBM means to service'. IBM defines itself as a service company and the corporate philosophy articulated by Watson was not just to be a good service company, but to be the best service company in the world. IBM chairman stated, "We have changed our technology, changed our organization, changed our marketing and manufacturing techniques many times and we accept to go on changing.
Service such as project management, application implimentation, fixing a fault with a machine, how they can manage and perform that is service. It's about with that product, how they manage the relationship, treat the customer, respond the problems and the solutions can they offer their clients to make their business stronger and better.
IBMers value-
a) Dedication to every clients success,
b) Innovation that matter for our company and for the world,
c) Trust and personal responsibility in all relationships.
Q. 02. What do you think were the main problems in transfering a product-based organization into a service-based organization?
Answer: IBM set about creating an organization that was focused on its customers and on the company's products. Brian Sellwood explained- IBM were not into servces, we were a hardware, software product company. The first step was to start understanding what the customer wanted to bye, they wanted value-add. We are trying to solve the demand for the customers and fulfilling the gaps in our portfolio's and opportunities for us. The most innovative hardware, software that enables business decisions get a return on our IT investment. The main problems of transfering a product-based organization into a service-based organization are as follows:
a) Sales force break down- On a sudden change organization's sales force may be break down.
b) Customer service issues reflect poorly- Customers aren't happy of their first service.
c) Challenges in managing organization