2. Considering Otisline was created more than 20 years ago and it was the first information system Otis launched, it was surely not an easy task for the company. According to Piccoli (2008), organizational information system must consist two components: Social system and Technical system. On the technical system side, back to 20 years ago, the technology was limited, both internet and intranet were at their early development stage, in order to have this 24 x 7 customer service center operating smoothly, certain technologies were crucial important. For example, the data sources for Otis need to be aggregated and communication with the client supposed to be fast. Without an outstanding database, workflow software, intranet and internet, the function of this information system will be quite limited. On the other hand, people were not fully aware of this new system, both the employees and customers. Additional training was required to create the interest of using this new system and ensure employees have the ability to use this new information system. For Otis back to 1990, under the situation that the technology was very limited, the difficulty would be imaginable when the company tried to transform everything that used to be done manually to an automatic system.
3. Mcfarlan and Delacey (2005) mentioned in their study that the pilot projects