Recruiting - The Cisco Way

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Case Details:

Case Code : HROB014
Case Length : 08 Pages
Period : 1995 - 2001
Pub Date : 2002
Teaching Note : Available
Organization : Cisco
Industry : Computer Networking
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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Background Note Contd...

This software could send streams of data from one computer to another, which was loaded into box containing microprocessors specially designed for routing. This machine, called the router, made Cisco a hugely successful venture over the next two decades (Refer Table I for Cisco's growth).

In 1985, the company started a customer support site from where customers could download software over FTP2 and also upgrade the downloaded software. It also provided technical support to its customers through emails. In 1990, Cisco installed a bug report database in its site. The database contained information about potential software problems to help customers and developers.

It allowed customers to know whether a specific problem was unique and if not how other customers had solved it.

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.

In 1993, Cisco installed an Internet-based system for large multinational corporate customers. The system allowed customers to post queries related to their problems. Cisco also installed a trigger function called the Bug Alert on its web site. The Bug Alert sent emails on software problems within 24 hours of their discovery.

Encouraged by the success of its customer support site in 1994, Cisco launched Cisco Information Online, a public website that offered not only company and product information but also technical and customer support to customers. By 1995, it introduced applications for selling products or services on its website.

This was done mainly to transfer paper, fax, emails and CD-ROM distribution of technical documentations and training materials to the web to save time for employees, customers and trading partners, besides broadening Cisco's market reach.

In 1996, the company introduced a new Internet initiative, 'Networked Strategy' to leverage its enterprise network to foster interactive relationships with prospective customers, partners, suppliers and employees...

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