Model in Action

Otis Elevator Company

To learn more about this project and results, click questions below:

How was the survey developed?

How do people network at Otis Elevator?

How does Otis University help with networking?

How can people improve their networking?

How does Otis Elevator support networking?

Otis Elevator Company       

Otis Elevator Company is "the world's largest manufacturer of elevators, escalators and moving walkways. For architects and contractors, developers and homeowners, Otis is the world's leading people mover" (www.Otis.com).  A manufacturing and service company, Otis is "dedicated to providing the safest, most reliable solutions possible" in its sector. Otis Elevator was founded in 1853, and is part of United Technologies Corporation, a Fortune 500 company and world leader in the building systems and aerospace industries. For more information, visit www.Otis.com.

Otis University Program

Otis University is a virtual university for high potential managers. It is organized in four functional tracks: Engineering, Field Management, Sales, and Supply Chain. Each year, 100 managers participate in this program.  They meet face-to-face three or four times over eight months. In between they work in virtual action learning groups, with managers from different locations, on common challenges. Associates' projects are expected to produce business results by the end of the program.

How was the survey developed?

Observations were done of Otis University sessions. Interviews were conducted with 12 people about their knowledge of, and experience with, networking in the company and through the University. People were from different functions; had different backgrounds, cultures, languages, and experience; and were a mix of graduates and 2003 Associates.

A customized survey was developed based on the interviews and observations. The survey included questions about: networking practices, patterns, and behaviors; barriers and supports for networking; and the role of Otis University as a catalyst for networking.

How do people network at Otis Elevator?

Networking is widely practiced, but it differs across functions.

• Engineers network with one another across geographic areas to carry out technical responsibilities, but may network less with people in other functions.
• Field engineers have strong networks that they form over time, through training, and across functions. They also network with unions and with vendors/suppliers. 
• The nature of supply chain/logistics work requires frequent contact with other functions and with vendors and suppliers.
• Sales staff network naturally to find and support customers. As one interview described, "the classic networking vehicle is the sales conference."

Most Associates network within their department or branch. But networking across boundaries— functions, department/branch, suppliers, and with external customers and "connectors" (people who have a lot of contacts) — is increasing and being leveraged to improve performance in a global economy.

Some Associates find it hard to network unless they are sure that people have the knowledge and skill they need to understand their situation. Face-to-face interactions build relationships, trust, and confidence that people contacted will provide reliable information about problems faced and other credible sources of information. Technology can be helpful, but it may not always provide up-to-date information about experts or best practices.

How does Otis University help with networking?

Otis University helps Associates build their networks through:

• Action learning projects—work with team members, sponsors, and others in the company to meet their project goals
• Activities and discussions with people in different functions and geographic offices
• Conversations with leaders and managers who teach in the program
• Contact with key resource people at Headquarters, UTC, and regional offices 

How can people improve their networking?

Networking fundamentals include keeping others informed, establishing mutual trust, and coaching others in how to solve problems. More proactive networkers share credit for successes, provide only timely/accurate information, ask probing questions, give more than they expect to receive, offer referrals before being asked, and host conversations to link people.

How does Otis Elevator support networking?

• Support is provided by supervisors, through networking opportunities, through structure and infrastructure, and through elements of the Otis Elevator culture that are conducive to networking.
• Barriers to networking are competition, limited resources, and geo-cultural differences.
• As Otis Elevator has increased its commitment to networking in the company, managerial support has been used to overcome barriers and to build a culture that supports networking.