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    Dell Computers: Field Service For Corporate Clients: Group - 8

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    satyander malwal
    Dell is moving into the large-scale server market to compete directly with IBM and other competitors. This will help Dell achieve its goal of becoming the top computer company. Key challenges are that competitors are already established and highly skilled technicians will be needed to handle complex server issues. Dell should develop an in-house team of technicians through a pilot program to ensure it can meet the strict four-hour response time commitment through direct control over service quality. Outsourcing the new large server support was deemed too risky due to potential delays costing customers thousands per hour of downtime.

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    Dell Computers: Field Service For Corporate Clients: Group - 8

    Uploaded by

    satyander malwal
    96 views6 pages
    Dell is moving into the large-scale server market to compete directly with IBM and other competitors. This will help Dell achieve its goal of becoming the top computer company. Key challenges are that competitors are already established and highly skilled technicians will be needed to handle complex server issues. Dell should develop an in-house team of technicians through a pilot program to ensure it can meet the strict four-hour response time commitment through direct control over service quality. Outsourcing the new large server support was deemed too risky due to potential delays costing customers thousands per hour of downtime.

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    Dell

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    b2b Group8 Dell

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    Dell is moving into the large-scale server market to compete directly with IBM and other competitors. This will help Dell achieve its goal of becoming the top computer company. Key challenges are that competitors are already established and highly skilled technicians will be needed to handle complex server issues. Dell should develop an in-house team of technicians through a pilot program to ensure it can meet the strict four-hour response time commitment through direct control over service quality. Outsourcing the new large server support was deemed too risky due to potential delays costing customers thousands per hour of downtime.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    96 views6 pages

    Dell Computers: Field Service For Corporate Clients: Group - 8

    Uploaded by

    satyander malwal
    Dell is moving into the large-scale server market to compete directly with IBM and other competitors. This will help Dell achieve its goal of becoming the top computer company. Key challenges are that competitors are already established and highly skilled technicians will be needed to handle complex server issues. Dell should develop an in-house team of technicians through a pilot program to ensure it can meet the strict four-hour response time commitment through direct control over service quality. Outsourcing the new large server support was deemed too risky due to potential delays costing customers thousands per hour of downtime.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 6
    At a glance
    Powered by AI
    Dell used a direct sales model and focused on low costs and prices. Innovations like Premier Pages helped improve customer ordering, support and reduced procurement errors.

    Dell used a direct sales model to cut out intermediaries. It focused on understanding customer needs to provide high quality, low-cost products and services. Premier Pages customized web pages improved ordering and support for business clients.

    Yes, moving into the large server market would allow Dell to provide solutions for all problems and compete directly with IBM in that space, helping it achieve its goal of becoming the most successful computer company.

    1

    Dell Computers : Field Service for


    Corporate Clients
    Group – 8
    Anuj Singh Jatav
    Satyander Singh
    Twinkle Parikh
    Aastha B Singh
    Kulbhushan Singh
    Manish Kumar
    Nisarga
    1. What historically have been Dell's key operating strengths? What impact have 2
    innovations such as Premier Pages had on Dell's performance and on the customer
    service experience?

    • Dell used “Dell Direct” model to sell its products, an innovative way of doing business by cutting out
    intermediary in between
    • Dell strategy focus on low-cost production and low price, hence used assembled components from
    competitors
    • Uses direct customer relationships to understand their needs and thus delivered high quality products
    and services to meet those needs

    Business clients make 90% of Dell’s customer.


    Dell provided Premier Pages, a service in which Dell created customised Web pages for the corporate
    clients.
    • Premier pages were accessible to a client’s employees for easy ordering and support
    • Standard technical support information was available to the employees through this
    • Use of Premier pages cut errors in its procurement process almost ten-folds
    2. Do you agree with the company's decision to move into the large-scale server market? 3

    Yes,
    • Most of Dell’s competitors offered on-site service using a large server resource
    • Dell field service for large servers proposed to guarantee its business customers on-site service in less time
    • This would allow Dell to provide solution irrespective of the problem
    • One of the Dell rivals IBM posed a direct competition to Dell, specially in the large server market

    Hence, Dell should move into the large-scale server market as it would help to
    achieve their vision of becoming the most successful computer company in the world in delivering the best
    customer experience in the market.
    3. As it enters this new market, what are the key challenges Dell should be concerned with
    and how do you recommend it mitigate them?
    4

    The key challenges were


    • Most of the Dell competitors were already into this market
    • They needed to have a highly skilled technicians ready to handle complex problems
    • Outsourcing of field service support was not advisable due to risks associated with it the Dell
    commitment of extraordinary service

    Dell should make a new arrangements for providing the service related to large
    server problems.
    Since a small delay can led to a huge loss, hence Dell should develop a team of
    good technicians and launch its service as a pilot project to check the need and
    challenges required.
    4. As Dell makes a push into the larger server market, it has decided to offer four-hour
    service levels to support the new products. (That is, on-site service within four hours of
    5
    problem diagnosis.) Should Dell provide this service in-house or outsource it to a third-
    party?

    Yes,
    Dell should provide this service through in-house facility rather than third-party.
    The main reason are
    • Dell is known for its extraordinary commitment to high quality service, hence it cannot
    compromise it with the outsourcing procedure
    • Also there was a risk in third-party services as each second of delay could cause the loss of
    thousand of dollars.
    • Through In-house technique, Dell can develop its own team of technicians filled with the
    commitment to provide quality service
    6

    Thank you

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