Hermitage Escalator Case study

eTextbook: Organization Theory & Design

Key Concepts

Discussion Questions

Chapter 9 Workshop. Manufacturing and Big Data: Organize the Project 395

Chapter 10. Organization Size, Life Cycle, and Decline 398

Part 5. Managing Dynamic Processes 438

Integrative Cases

Integrative Case 1.0. Disorganization at Semco: Human Resource Practices as a… Strategic Advantage

616

Integrative Case 2.0. Walmart’s Failures in Entering Three Developed Markets 633

Germany

South Korea

Japan

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Case for Analysis. Hermitage Escalator Company 396

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eTextbook: Organization Theory & Design

At Hermitage, all new installations will have an IoT sensor package installed. A big question is

how the Internet of Things can be used to increase revenue and decrease rather than increase

costs, all the while providing better customer service. How can Hermitage capture all the

promise of IoT to deliver more value to the customer and to itself?

Questions

1. How might Hermitage codify and manage the knowledge of experienced

maintenance technicians into the new rules to be written for handling maintenance

responses under the upcoming deluge of big data from the Internet of Things?

Explain.

2. How might big data analytics actually be more costly rather than less costly with

respect to maintaining escalators?

3. What specific value might come from analyzing data on past maintenance calls?

What specific data do you think would have value? Why?

Page 396 Chapter 9 Workshop. Manufacturing … Chapter 10. Organization Size, Life C… 