This vignette describes organizational design changes that have been critical for the Schindler Group’s transformation from product-focused engineering company to customer-oriented service provider with a proactive and predictive service model. This is one of a series of vignettes written for the MIT CISR research on Designing Digital Organizations. Vignettes are also available on Kaiser Permanente, Ferrovial, USAA, Principal Financial Group, and Schneider Electric. An in-depth report that discusses the aggregate research results was published in March 2016, “Designing Digital Organizations” by J.W. Ross, I.M. Sebastian, C.M. Beath, S. Scantlebury, M. Mocker, N.O. Fonstad, M. Kagan, K. Moloney, S.G. Krusell, and the Technology Advantage Practice of The Boston Consulting Group. Case studies from the research on The LEGO Group and Toyota Motor Corporation are also available. A list of publications from the research is provided at the end of this document.
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