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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?
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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
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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
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Thank you