Cisco's Organizational Structure and its Collaborative Approach to Decision Making
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Case Code: HROB132 Case Length: 25 Pages Period: 2001-2010 Pub Date: 2010 Teaching Note: Not Available |
Price: Rs.400 Organization: Cisco Systems, Inc. Industry: Information Technology Countries: US; Global Themes: Organizational Structure, Organizational Design, Decision Making |
Abstract Case Intro 1 Case Intro 2 Excerpts
Background Note
Cisco was founded by a group of computer scientists, who had together designed a software system named IOS (Internet Operating System), which could send streams of data from one computer to another. This software was loaded into a box containing microprocessors specially designed for routing, and sold as a package to businesses. The company was incorporated on December 10, 1984 and headquartered at San Jose, California, US. Cisco was a pioneer in developing innovative forms of customer support using new technology. In 1985, the company started a customer support site from where customers could download software over FTP 11 and also upgrade the downloaded software. On its site, Cisco also provided a database that contained information about potential software problems to help customers and developers. 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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