Investigations On Dell Computer's Services Management In China

Dell Computers is the industry leader in PC world. Its revenue in Financial year 2002 reached $31 billion. In China market, Dell has become the No. 1 overseas PC brand in 2001 from little presence in 1998. Dell' s success attributes to its unique Direct Sale Model and outstanding supply chain management as well as its excellent after sale services. In this article, the author has conducted thorough investigation into Dell' s service management and try to explain its success from modern service theory' s viewpoint. In the meantime, the author has raised his ideas as to Dell' s difficulties and challege in consideration of internal and external environment.The article has been classified into four chapters. Starting with the introduction of the development of China' s PC services market, the article then give an overview of Dell computers. After illustrations of certain modern service management theory, it gives an in-depth investigations into Dell' s service management practice. Lastly it' s raised the challege and opportunities that Dell' s facing up.In the first chapter,it firstly introduces the four-stage development of domestic PC service market and Dell' s financial status through comparative competitor earning and make-up analysis.In the second chapter, it raised the service concepts and introduce the theory service-profit chain, Three fuctions in One and differntiation theory in service quality.In the third chapter.it focused on Dell' s unique direct-sale service model and explained the tasks and functions in each sub-division of service department. Beside, it illstrates Dell' s metrics control system.In the fourth chapter, it raised the localization and outsourcing as the key to the challege and opportunies Dell faces up. It compares the service porducts with its major local competitor Legend and then discuss the netbottle of service cost control and breakthough. Lastly the outsourcing model is proposed to meet the challege.Lastly the author expects the extension of Dell' s current service to more broader IT service areas before the article closes.