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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"Our focus is making sure we're a sustainable growth company. The best way you can do that is to be very productive, very customer-focused and create an organization that delivers new ideas. We're taking the company strategy and aligning our IT investments with it."¹

- David Kepler, CIO & VP, e-Business, Dow Chemicals.

"At Dow we recognized early on that the Internet had the potential to become the primary communication channel between the company and many of our customers, shareholders and suppliers. Our approach was to go beyond using information technology just to simplify the 'buy-sell' process and look at global integration of information technology into all our processes."²

- Dennis Lauzon, President & CEO, Dow Chemicals (Canada).

Awards for Customer-Centricity

US-based Dow Chemicals (Dow) is a leading 'science & technology' company that produces chemical, plastic and agricultural products. The company is the world leader in the production of plastics, chemicals, hydrocarbons, herbicides and pesticides.

For the fiscal ending 2002, Dow reported revenues of $27.6 billion. With operations spread over 170 countries, Dow produces products that cater to the requirements of many industries, including food, transportation, health & medicine, personal & home care, and building & construction.

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1] As quoted in the article titled "Transformation Isn't Easy," by Robert Preston and Rutrell Yasin, posted on www.internetweek.com, July 20, 2000.

2] As quoted in the article titled "E-Business & Internet Redefining Dow," posted on www.dow.com, May 22, 2001.

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