Case | HBS Case Collection | September 2004 (Revised June 2005)

Otis Elevator: Accelerating Business Transformation with IT

by F. Warren McFarlan and Brian DeLacey


Focuses on a major transformation of Otis Elevator's infrastructure. Led by the CEO, this transformation represents a remarkable long-term reengineering of all the processes of the firm to drive its operating costs down and service image up. The transformation is the continuation of a process that has been going on for more than 20 years.

Keywords: Transformation; Cost Management; Infrastructure; Business Processes; Organizational Change and Adaptation; Information Technology;


McFarlan, F. Warren, and Brian DeLacey. "Otis Elevator: Accelerating Business Transformation with IT." Harvard Business School Case 305-048, September 2004. (Revised June 2005.)