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Product cover image for OTISLINE (B)

OTISLINE (B)

Balaguer, Nancy S.

Product #:190149
Supplier:Harvard Business School
Discipline:Information Systems
Details:Supplemental Case (PDF) • 2 pages • 1990-03-22

Subjects:

Customer serviceInformation systemsService managementIT managementCustomer experienceTechnology and analyticsBusiness managementTechnology and analyticsInformation systems

Industries:

Construction and engineering
Your Price:$7.09

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Provides a brief update about the OTISLINE application and service center concept. Includes discussions of the chairman's perception of the impact of OTISLINE on customer service and the field organization's response to the OTISLINE service. Includes a description of a 1989 pilot program for the introduction of radio frequency-based, hand-held terminals to field mechanics. Finally, the chairman of Otis offers what he believes will be the next OTISLINE success story at Otis Elevator Co. This case is accompanied by a Video Short that can be shown in class or included in a digital coursepack. Instructors should consider the timing of making the video available to students, as it may reveal key case details.

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Supplemental Case Study: OTISLINE (B) (English version) | Ivey Publishing