Dow Chemicals' Customer-Centric E-Business Strategy

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Case Details:

Case Code : ITSY033
Case Length : 14 Pages
Period : 2002 - 2004
Pub Date : 2004
Teaching Note :Not Available
Organization : Dow Chemicals
Industry : Science & Technology
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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Excerpts

Background Note

Founded in 1897 by Herbert Dow, Dow Chemicals began commercial production of bleach in 1898. The company diversified its line of business in 1935 and ventured into the production of plastics with the launch of Ethocel ethylcellulose resins. Dow's stock began to be listed on the New York Stock Exchange from June 1937...

The Six Sigma Initiative

The Six Sigma initiative was considered a logical extension of Dow's quality policy, (Refer Table II) which aimed at exceeding customer expectations. Through this program, Dow wanted to achieve excellence in product quality as well as customer service...

Dow's E-Business Strategy

When Dow launched its website in 1994, it was one of the first companies in the chemical industry to create an online presence of all its brands, products and services. By 1999, the site was being accessed by 1.6 million unique visitors, and the figure increased to 3 million in 2000...

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

'Myaccount@Dow' - An Extranet Service

In late 1999, Dow introduced a unique extranet service for customer-focused order management system called 'MyAccount@Dow.' The extranet service enabled the customers to communicate and interact with the company in a quicker and easier way...

Elemica - B2B e-Marketplace

As part of its e-business strategy, Dow together with seven other companies developed Elemica, a global business-to-business (B2B) e-marketplace, with an investment of $150 million in July 2000...

Downet - Global Communication Network

In 2001, Dow partnered with leading global IT vendors like EDS and Cisco to develop the world's first global voice-over internet protocol (VoIP) communications network called DowNET. It provided a solution that enabled convergence of voice, data, and video technology...

The Benefits

Dow derived several tangible and intangible benefits through the implementation of its e-business strategy. The company was able to increase its revenues (Refer Exhibit V) as well as enhance customer service...

Exhibits

Exhibit I: Awards And Recognitions For Dow Chemicals
Exhibit Ii: Dow's Customer-Centric Values
Exhibit Iii: The Six Sigma Philosophy
Exhibit Iv: Details Of Services Under 'Myaccount@Dow'
Exhibit V: Dow's Annual Income Statement

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