CRM/KM initiatives at 3M|IT and Systems|Case Study|Case Studies

CRM/KM initiatives at 3M

            
 
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Case Details:

Case Code : ITSY010
Case Length : 08 Pages
Period : 1997-2001
Pub Date : 2002
Teaching Note : Available
Organization : 3M
Industry : Mining and Manufacturing
Countries : USA

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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.



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"We'll probably never complete the system, since new and improved technologies will always become available. As long as customers have problems, we'll be looking for better ways of solving them."

- Paul Guanzini, New Business Development Manager,
Corporate Customer Contact Center, 3M, in 2000.

The Need for Change

The story of US-based 3M (Minnesota Mining and Manufacturing Co.) goes back to 1902, when a group of five businessmen set up a company for mining operations in Minnesota.

Within a short span of time, the founders started making abrasives, which became very popular among local industrial consumers.

As a result of its strong focus on research and development (R&D) and the success of products such as Three-M-ite Abrasives Cloth, the Wetordry Waterproof Sandpaper and the Scotch Tape, 3M's sales crossed $ 1 million in 1917. During the 1920s, the company expanded its facilities and sales network, while continuing to launch innovative products.

IT and Systems Case Studies | Case Study in Management, Operations, Strategies, IT and Systems, Case Studies

By the end of the 1930s, 3M had established a central research laboratory to pursue research in technologies with long-term potential.

This led to many breakthroughs, such as the invention of reflective materials (used for improving highway signs and markings).

During the Second World War, 3M focused on finding more uses of its products for industry.

In 1946, 3M stock was listed on the New York Stock Exchange.

In the early 1950s, 3M started its International Division to expand its global operations.

The decade also saw the company getting involved in the health care business.

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