Week 1 - Information Systems Strategy Triangle

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CMBA SuperStar
Panther ID: 007
Information Systems Strategy Triangle
Business Strategy
Organizational
Strategy

Information Strategy

Step 1: Create lists of case details that fit each side of the triangle.
Step 2: Then look at each item and think about how that item affects the other sides of the
triangle.
Step 3: Take a look at the industry. Make a list of triangle attributes you find. Compare the
industry items with the case company items.

Business Strategy Elements
Differentiation focuses of
Orders-of-magnitude
improvements in logistics and
services, reducing the cycle
time and ensure consistent
delivery of quality products and
services.
Goal to be a recognized leader
in service excellence among all
companies, streamlined
manufacturing operations.
Institutionalized customer
service, standard of work,
process flows, and metrics to
govern every customer
interaction and every internal
activity.
Design for sourcing to
manufacture new equipment,
installation, and maintenance;
needed to run with a customerfocused mind
Regional driven product
strategy to International market
placement, streamline lead-time
in the supply chain to
manufacturing to the field on a
global basis.

Organizational Strategy
Elements
Improve visibility of the service
business performance to
management, enabling it to
provide more effective quality
service to customers.

Information Strategy
Elements
Centralized customer service
systems to dispatch service
mechanics. OTISLINE
customer service centers.

OTISLINE produces excess
callback reports for various
levels of management.

Information from multiple Otis
data sources, rapid response as
an important design element.

Involvement with district
manager, regional vice
president, and president of the
regional business to better
reduce maintenance contract
cancellations.