OTIS Elevator Company


PMO Augmentation

Otis Elevator Company, headquartered in Farmington, CT, is the world’s largest manufacturer of elevators, escalators, and moving walkways.

A multi-year ERP system rollout had been initiated for more than 100 of the company’s worldwide locations, but early deployments struggled to find a rhythm. Independent assessments revealed that the Project Management Office (PMO) was short-staffed and the deployment methodology was incomplete.

Otis asked Abraic to augment its PMO, rapidly improve the effectiveness and completeness of their processes, and ensure ongoing and subsequent ERP deployments were more successful.

Methodology Improvements & Documentation

First, the Abraic team surveyed PMs and stakeholders from sites where system deployments were complete or still in progress. This exercise generated a prioritized backlog of 50+ opportunities for improvement. Abraic immediately began implementing the improvements, enabling the PM community to take advantage of the optimized methodology.

Certain steps in the deployment process were not explicit enough for PMs to use, particularly those related to critical change management functions. Abraic leveraged the PROSCI change management methodology to fill in the gaps, and enhanced other key areas as well.

For example, in the original deployment playbook, one of the steps simply stated: Create a Communication Plan. Lacking templates, guidelines, instructions for identifying the audience and message, adjustments based on site size, and other factors, the PMs were left to their own devices and typically skipped this step. Abraic therefore created a detailed document explaining how to create a communication plan within the context of this particular enterprise-wide implementation.

Deployment Roadmap Excerpt


The ERP deployment methodology became more self-explanatory and an overall better tool in the hands of PMs, without overwhelming them.

“With these methodology improvements, we can now confidently take on many more concurrent deployments than we were ever able to before. We feel much more empowered and productive.” – PMO Lead, Otis

As a result of Abraic’s efforts and collaboration with the PMO, Otis realized a substantial increase in on-time and on-budget project milestones. Stakeholders benefited from clear visibility into every aspect of the program. Project managers were also able to remotely manage multiple concurrent deployments, increasing the efficiency and scalability of the PMO’s resources.

Abraic’s recommendations and deliverables are always tailored to the specific needs of a given client. If you’re interested in an assessment of an ongoing system deployment, augmenting your PMO, or improving your internal change management capabilities please contact us.