Recruiting - The Cisco Way
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Case Details:
Case Code : HROB014
Case Length : 08 Pages
Period : 1995 - 2001
Pub Date : 2002
Teaching Note : Available
Organization : Cisco
Industry : Computer Networking
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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Background Note Contd...
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This software could send streams of data from one computer to
another, which was loaded into box containing microprocessors specially designed
for routing. This machine, called the router, made Cisco a hugely successful
venture over the next two decades (Refer Table I for Cisco's growth).
In 1985, the company started a customer support site from where customers could
download software over FTP2 and also
upgrade the downloaded software. It also provided technical support to its
customers through emails. In 1990, Cisco installed a bug report database in its
site. The database contained information about potential software problems to
help customers and developers.
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It allowed customers to know whether a specific problem was unique and if
not how other customers had solved it.
By 1991, Cisco's support centre was receiving around 3,000 calls a month
which increased to 12,000 by 1992. To deal with the large volume of
transactions, it built an online customer support system on its site.
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In 1993, Cisco installed an Internet-based system
for large multinational corporate customers. The system allowed
customers to post queries related to their problems. Cisco also
installed a trigger function called the Bug Alert on its web site.
The Bug Alert sent emails on software problems within 24 hours of
their discovery.
Encouraged by the success of its customer support site in 1994,
Cisco launched Cisco Information Online, a public website that
offered not only company and product information but also technical
and customer support to customers. By 1995, it introduced
applications for selling products or services on its website. |
This was done mainly to transfer paper, fax, emails and
CD-ROM distribution of technical documentations and training materials to the
web to save time for employees, customers and trading partners, besides
broadening Cisco's market reach.
In 1996, the company introduced a new Internet initiative, 'Networked Strategy'
to leverage its enterprise network to foster interactive relationships with
prospective customers, partners, suppliers and employees...
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