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Compact case
Supplement
-
Reference no. 9-190-149
Subject category: Knowledge, Information and Communication Systems Management
Authors: Nancy S. Balaguer (Babson College)
Published by: Harvard Business Publishing
Originally published in: 1990
Version: 22 March 1990
Revision date: 5-Jul-2016
Length: 2 pages
Data source: Field research
Topics: Customer service; Focusing on customers; Information systems; Information technology; Service management; Technology
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Abstract

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.
Industries:
Construction; Technology
Teaching note
-
Reference no. 5-193-058
Subject category: Knowledge, Information and Communication Systems Management
Authors: Donna Stoddard (Harvard Business School); Lynda M Applegate (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1992
Version: 22 October 1992
Length: 8 pages
Data source: Field research
View full details
Case
-
Reference no. 9-102-S22
Spanish language
Subject category: Knowledge, Information and Communication Systems Management
Authors: F Warren McFarlan (Harvard Business School); Donna Stoddard (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2007
Version: 15 July 1990
Revision date: 25-Aug-2020
Length: 16 pages
Data source: Field research
Topics: Information systems; Information technology; Accounting; Marketing; Sales
View full details
Case
-
Reference no. 9-186-304
Subject category: Knowledge, Information and Communication Systems Management
Authors: F Warren McFarlan (Harvard Business School); Donna Stoddard (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1986
Version: 15 July 1990
Length: 16 pages
Data source: Field research
Topics: Information systems; Information technology; Accounting; Marketing; Sales
View full details
Compact case
Supplement
-
Reference no. 9-102-S23
Spanish language
Subject category: Knowledge, Information and Communication Systems Management
Authors: Nancy S. Balaguer (Babson College)
Published by: Harvard Business Publishing
Originally published in: 2004
Version: 22 March 1990
Revision date: 25-Aug-2020
Length: 2 pages
Data source: Field research
Topics: Customer service; Focusing on customers; Information systems; Information technology; Service management; Technology
View full details

About

Abstract

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.

Settings

Industries:
Construction; Technology

Related

Teaching note
-
Reference no. 5-193-058
Subject category: Knowledge, Information and Communication Systems Management
Authors: Donna Stoddard (Harvard Business School); Lynda M Applegate (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1992
Version: 22 October 1992
Length: 8 pages
Data source: Field research
View full details
Case
-
Reference no. 9-102-S22
Spanish language
Subject category: Knowledge, Information and Communication Systems Management
Authors: F Warren McFarlan (Harvard Business School); Donna Stoddard (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2007
Version: 15 July 1990
Revision date: 25-Aug-2020
Length: 16 pages
Data source: Field research
Topics: Information systems; Information technology; Accounting; Marketing; Sales
View full details
Case
-
Reference no. 9-186-304
Subject category: Knowledge, Information and Communication Systems Management
Authors: F Warren McFarlan (Harvard Business School); Donna Stoddard (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1986
Version: 15 July 1990
Length: 16 pages
Data source: Field research
Topics: Information systems; Information technology; Accounting; Marketing; Sales
View full details
Compact case
Supplement
-
Reference no. 9-102-S23
Spanish language
Subject category: Knowledge, Information and Communication Systems Management
Authors: Nancy S. Balaguer (Babson College)
Published by: Harvard Business Publishing
Originally published in: 2004
Version: 22 March 1990
Revision date: 25-Aug-2020
Length: 2 pages
Data source: Field research
Topics: Customer service; Focusing on customers; Information systems; Information technology; Service management; Technology
View full details