Otis Elevator was founded by Elisha Graves Otis. the discoverer of the safety-brake lift. in 1853. The chief concern of Otis was to plan. industry. install and supply service for lifts and relevant merchandises such as traveling paseos and escalators.
The market was really competitory in the lift industry. and Otis investigated that client cancelled care understandings due to dissatisfaction for service quality instead than merchandise quality. In order to increase its market portion and go the well-known leader in service excellence among all companies worldwide. the end of Otis was to distinguish itself from other companies through logistics and service. Otis’s aims were 1. To better invention. quality. cost and velocity during the uninterrupted transmutation procedure and ; 2. To travel Otis nucleus concern from merchandise and service direction to client solution direction. and in the terminal to logistics and information direction. Using a individual finance and fabrication system enabled Otis to add value to its full supply concatenation. Below. two chief transmutation moving ridges shown the advancement of alterations from the fabricating company toward a entire solution company to clients by Otis.
First. Otis introduced OTISLINE and REM. which facilitated the company to increase the efficiency of client service and client satisfaction. OTISLINE was a 24 hr client service centre. which produced extra recall studies to better merchandise dependability and allowed client to see an immediate response from Otis. REM was a control system that provided log public presentation statistics of the lift straight into a distant computing machine. and the company could set and maximise the lift public presentation.
The 2nd moving ridge of the transmutation was to increase the co-ordinated attempt between operations. such as technology. supply concatenation and gross revenues and field operation. Gross saless and Installation Process ( SIP ) . an betterment automated plan. was introduced to standardise the procedures across the organisation. A major IT plan. e*Logistic. was besides initiated to enable and ease the re-engineering procedure. SIP and e*Logistic plans used OTISLINE and REM as support tools to supply a digitized platform. which allowed the information on cardinal procedures. such as undertaking proposal. gross revenues treating. order fulfilment. field installing and shutting activities. to be recorded and shared seasonably within the organisations electronically. The rhythm clip would be reduced by five times and the quality merchandises and services would present to the clients systematically.
By 2004. Otis had more than 1. 5 million lifts and 100. 000 escalators runing worldwide. Every twelvemonth. the Otis planetary web processed more than 60. 000 orders. and the merchandises sold in more than 200 states. However the transmutation has non ended yet. traveling from fabricating to logistic and service company is a uninterrupted investing. The staying challenges for the e*Logistic plan are – presenting the e*Logistics to desktop globally and forces challenges.
