Value Chain Analysis for Dell Technology

Paper Summary:

This paper describes and discusses the value chain analysis for Dell Computers. It describes the six main factors of their value chain analysis as commitment, leadership, value consistency, assurance, adaptability and resilience. The paper then goes on to discusses each of these factors in detail and describes how they have contributed to the success of Dell Computers.

From the Paper:

"Dell's fourth factor in their value chain is assurance. Dell has always understood how critical it is for customers to be heard and their expectations to be fully met. This is how they have been able to establish trust. Expectations can change for multiple reasons. Some of which are beyond their control. Economic conditions is just one that creates chaos. However, Dell executives, product managers, and service managers all listen very carefully to what they are hearing with regards to customer expectations and come up with the necessary solutions to meet these changes. In the past, Dell had managed to go beyond expectations for technical expertise because they were in comparison to those of competitors' customers. As the demand increased, Dell was able to keep up with the increased requirements for technical skill. With this increase in demand, customer satisfaction levels also increased. Dell has a program that provides bonuses to Dell partners based on customer satisfaction scores that are tracked and recorded. Before creating this incentive, Dell partners were awarded solely on response time."

Sample of Sources Used:

• Dell: Applying Its Business Value Model to Storage. Retrieved June 2, 2007, from http://www.dell.com/downloads/global/corporate/iar/20040518_aberdeen.pdf
• An Analysis of Dell's Customer Satisfaction Track Record and Approach. Retrieved June 2, 2007, from http://www.dell.com/downloads/global/corporate/iar/20040618_tbr.pdf

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