This case provides the opportunity for a comprehensive analysis in a service operations strategy course. It touches on subjects including the customer value proposition, profitability, employee management, customer management, robust people versus robust process, queue management, and staffing models.
This case can be used as a basis for discussing the "Four Truths" from Francis Frei and Anne Morriss, Uncommon Service: How to Win by Putting Customers at the Core of Your Business, 6th ed. (Boston: Harvard Business Press, 2012). The Four Truths are (1) you can't be good at everything, (2) someone has to pay for it, (3) you must manage your employees, and (4) you must manage your customers.
Students are asked to decide the necessary service strategy and operational changes as Schindler Elevator Corporation decides how to use current trends in the internet of things.