The Client
Dow Chemical is a leading science and technology company that provides innovative chemical, plastic and agricultural products and services. With annual sales of $20 billion, Dow serves customers in 162 countries and markets vital to human progress. This includes food, transportation, health and medicine, personal and home care, and building and construction. Dow, with 39,000 employees, balances economic, environmental, and social responsibilities.
The Challenge
Dow Chemical is a $20 billion company growing to $70 billion in the next three years. Dow is restructuring to focus totally on the customer. The customer interface initiative (CII), has an approved budget of $55 million, and Haverstick was chosen to help DOW accomplish its aggressive goals.
The CII at DOW consists of three major components: (1) The Perfect Order (TPO)—DOW is undergoing a major Six Sigma effort to help serve its customer better. Dow is looking to attain a Sigma three for all processes which touch the customer; (2) Integrated Desktop—Siebel front-end to provide all customer information from all of DOW’s back-end systems e.g., SAP and other custom systems; (3) Deployment of My Account at DOW to all the business units.
Dow is a highly recognized leader in the e-business space. Dow has published several case studies in leading industry publications declaring millions they have saved already in budget reductions in internal training, cost of sales and marketing by utilizing the Web. Last year Dow did $70 million in business over the Web with “My Account at DOW.” We are helping train personnel globally in My Account as part of CII.
We were selected to provide training for the customer interface initiative. On December 7, 2000, we began a two-year engagement to help train DOW on this initiative. The end solution demonstrates our total learning solution consisting of a multitude of Internet-based courses, synchronous and instructor-led training. We are beginning to develop training tracks for each group working on the customer interface initiative. We will provide CII scenario-based training for each of the employees selected for the CII rollout.
The Result
We have been granted a $1.27 million dollar contract. This partnership positions us as a leader in global ERM e-learning deployments. DOW Chemical has welcomed us to the team, and volunteered to introduce us to its other partners, suppliers and customers working on this large CII initiative.
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