BUS 480 Section 2 Group 4 Team Project1 by HC12072923281

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									       A Troubled Dell Inc.


James DeSanto Dana Fern Mark Hadley
              Shoua Lee Erich Schmitt




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Recommendation
• Employ only domestic call centers
   Implementing this will
      Raise profits in the long run
      Improve the customer experience
      Maintain customer importance




                                         2
Outline
• Problem Identification
• Case Analysis
• SWOT Analysis
      Strengths
      Weaknesses
      Opportunities
      Threats
• SWOT Conclusion
• Summary




                           3
Problem Identification
• Overseas customer service centers not meeting
  needs of customers
   Not adhering to mission statement
     • Decreases customer experience




                                                  4
Case Analysis
• Best alternative solutions
   Employ only domestic call centers
     • Potential benefits
         More efficient calls
         Improved customer service
         Focuses on mission statement
     • Potential problems
         Transition costs
         Wage expense
         Off shore contracts
                                         5
Case Analysis
• Best alternative solutions
   Improve language barrier in overseas call center
     • Potential benefits
         Customer experience increases
         Less costly than domestic call centers
         Avoids foreign contract buyout/termination
     • Potential problems
         No guarantee of customer satisfaction
         Labor intensive
         Doesn’t overcome cultural differences
                                                       6
Case Analysis
• Best option
   Employ only domestic call centers
      Completing this will
         Raise revenues in the long run
         Lower long run costs
         Maximize customer satisfaction
         Maintain customer importance




                                           7
SWOT Analysis: Strengths
•   Strong Market Position
•   Variety of Products
•   Brand Name
•   Low Cost Products
•   Operational Excellence
       Direct Sales
       Custom built-to order products
       Manufacturing process
       Low inventories
                                         8
SWOT Analysis: Weaknesses
•   Not adhering to mission statement
•   Overseas call centers
•   Product recalls
•   Marketing
•   Top Management




                                        9
SWOT Analysis: Opportunities
•   Strong presence in global markets
•   Growing computer market
•   Customer perception of brand
•   New retail agreements




                                        10
SWOT Analysis: Threats
• Consumer IT Budget cuts
    Government
    Business
    Educational Institutions
• Decrease in private consumer’s expendable income
• Decreasing company profitability
• Reliance on timely suppliers
• Industry competitors



                                                     11
SWOT Conclusion
• Weaknesses > strengths
• Opportunities > threats

• Turnaround strategy
   Domestic call centers




                            12
Summary
• This will allow Dell Inc. to—
    Increase revenues in the long run
    Decrease costs in the long run
    Guarantee highest level of customer satisfaction
       • Maintain customer importance
    Provide maximum efficiency in customer service
       • Improves communication comprehension




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Thank You

Any Questions?




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