Growth History And Prospect Analysis Of Integrated Technology Services Of IBM China

In 1994,Integrated Technology Services of IBM China(ITS China) started to aggressively develop the service business. After ten years' hard work, ITS China has made great achievements to improve the annual revenue from nearly 0 to USD 2 Million, along with it, the organization grows from about 40 employees to around 600 employees.I joined IBM in 1994, spending all the time in services department. I have been involved and have observed the fast growth of Integrated Technology Services. With this paper, I hope to provide some practical reference for any service business under high growth.I divided the past ten years into four phases based on transition of the management focus: Starting phase, Stable growth phase, Fast expansion phase and Integrated Growth Phase. In each phase, I analyze the internal and external environment to get key factors of that phase, list some key actions and significant events which include communication management for change, marketing segmentation, human resource management, sales force management, service infrastructure management, service quality management, cost management and so on.After the analysis of the four phases, I made some prospect analysis based on the current internal and external environment, and came up with some suggestions which include: enhance marketing analysis, deploy consulting sales method, focus on customer satisfaction, improve utilization and productivity management and manage growth in balance.Finally, I summarized the key factors of Integrated Technology Services' success such as global support, strong value chain, the right leader at the right time, focus on customer satisfaction, excellent cost management.