We intend to be the recognized leader in service excellence among all companies—not just elevator companies—worldwide. We will inspire our customers’ total confidence through exceptional service that earns us 100 percent of their business, 100 percent of the time.


Service excellence is more than what we provide, it’s how we think and act. It’s not just “fixing a problem” or performing routine maintenance, it’s the “smile” in the voice on the phone, the prompt response to a request and the drive to always improve. It’s how we work with one another and how we work with our customers and the riding public.

We believe that service excellence begins with each employee’s commitment to improve the things—no matter how small—that are in their control. By keeping an “at your service” attitude and striving to exceed our customers’ and each other’s expectations, we are working hard to become a benchmark for superior service—not just for elevator companies, but for all companies worldwide.


Our culture is rooted in the core values of Otis. These values are the pillars of our business. They define who we are and guide every decision we make.


    • Quality is the common denominator of all we do.
    • We are committed to Service Excellence and the ACE operating system


    • Our customers have a choice, and how we perform determines whether they choose us.
    • We strive for continuous growth to reinforce our leadership position.
    • We achieve world-class financial performance.
    • We continuously improve the productivity of our assets, resources and everything we do.


    • Successful businesses improve the human condition.
    • We act with integrity and maintain the highest ethical standards.
    • We are environmentally responsible and drive to sustainability.
    • We care for the health and safety of our employees and customers.
    • We actively support the communities in which we do business.


    • We are a company of ideas, committed to research and development.
    • Our heritage inspires us to reach the next innovative, powerful and marketable idea.
    • We continuously invest in new products, technologies and intelligent systems.

Customer Care

    • We listen to our customers and respond to their needs.
    • We make it easy to do business with us.
    • We are committed to excellence in customer satisfaction.

Employee Opportunity

    • We listen to our employees and treat each other with respect.
    • We are committed to employee and management development.
    • We support and pursue lifelong learning to expand our knowledge and capabilities.
    • We value diversity in individuals and cultures, and seek and share ideas openly.

“At Incheon International Airport, safety and quality performance are paramount. Given our past experience with Otis in Phase 1, we are confident that Otis’ technology, performance and service are an important part of helping us operate the best airport in the world.”
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TaeJeong Ahn
Head of Maintenance Operations, Incheon International Airport