Textron's long history has given them years of experience designing and repairing many of their products, including the world's most popular aircraft, the Cessna 172. While I believe they have leveraged IT within their organization, I cannot find any information that they have been able to use IT to leverage their vast customer base. For example, there are clubs dedicated to many of their products where users can share their experiences and knowledge of operating Textron products, but the company itself offers no such service nor does it seem to interact with these clubs in any way. I believe creating a network for larger scale customer interaction could allow Textron to do anything from maintain good customer relations to conduct analytics on equipment performance. This would enable the company to take advantage of a vast array of information currently only accessible to owners and local repair personnel.
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In my memo, I plan to describe a strategy for the company to take advantage of many of the recent changes in information technology to allow the company to take advantage of their long running customer base. In addition to access to information, I believe this would allow Textron to pull a thread through areas of the value chain where they currently do not have a presence (such as with many localized service centers around the world).
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