Cisco Systems: The Supply Chain Story
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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.
Cisco - The Networked Supply Chain
In 1990, Cisco installed a bug report database on its site. The database contained information about potential software problems to help customers and developers. The system allowed customers to find out whether a specific problem was unique, and if not, how other customers had solved that problem. By 1991, Cisco's support center was receiving around 3,000 calls a month.
By 1995, the company introduced applications for selling products or services on its website. The main idea behind this initiative was to transfer paper, fax, e-mail and CD-ROM distribution of technical documentation and training materials to the web, thus saving time for employees, customers and trading partners and besides broadening Cisco's market reach.
1] Acronym for File Transfer Protocol – The most common way to download and upload files on the Internet. When a person downloads something from a shareware site, he/she is typically connected to an FTP site, and the computer and the server use FTP to send the file(s).
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