Otisline Case Solution

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It is evident that being High impact change, both in strategy and operations, is a HIGH RISK change.

For the Risks Involved:

- Too much Capital Intensive: If the Project failed, a lot of investors would lose their money

- Risk of getting into unknown territory: Some managers were sceptical about the whole concept and believed that it would decrease control over dispatch of mechanics and therefore would not know their location throughout the day

- Implementation of Quick response as experience had shown that when more than 2% of transactions had longer than 5 second response time, time taken to handle customer service requests was unacceptable

- Required full support, motivation and resources from all other functional areas of the company, as it changed the way NAO does business. Affected all of NAO’s business including information services, customer service, service mechanic dispatching etc.

- Service centre staff needed to be patient, courteous, sensitive and efficient at all times to the customers otherwise it would have reflected very badly on the brand image of the company

- Quality and reliability of data: To ascertain the customer location and allocate resources efficiently

Steps taken to mitigate the risks:

- Careful planning, with the diligent effort of top management, which fostered cooperation among functional areas and provided the resources to “make it happen”

- Personal computers with OTISLINE enquiry installed in field offices, to enable local management to track call back in their territory

- Company offered guaranteed response time to its customers, sub second response by giving dispatcher local display & engineering short data base paths to necessary information

- In house training of 4-6 weeks given to new hires, to be able to satisfy customers better

- Became the first to offer professionally staffed customer service centre

- Dispatchers updated the SMS to maintain data on actions that had been necessary to repair out of service elevators. Data used by management to allocate resources