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Case
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Reference no. 9-606-S38
Spanish language
Published by: Harvard Business Publishing
Originally published in: 2002
Version: 7 January 2003
Length: 13 pages
Data source: Published sources

Abstract

This is a Spanish version. Used as part of the first module of a course on Managing Service Operations, which addresses managing the operating role of customers. Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry standard is to have a technician onsite with a required part within four hours of problem diagnosis. This type of service presents a problem for Dell, as its potential customers are widely dispersed throughout the United States. Should Dell create an in-house field service team to ensure service quality and maintain control of its customer relationships or outsource the field service to a third-party provider? Complicating the issue is the presence of IBM, the biggest player in the large-scale server market.
Location:
Size:
USD31,168 billion revenues, 36,000 employees
Other setting(s):
2002

About

Abstract

This is a Spanish version. Used as part of the first module of a course on Managing Service Operations, which addresses managing the operating role of customers. Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry standard is to have a technician onsite with a required part within four hours of problem diagnosis. This type of service presents a problem for Dell, as its potential customers are widely dispersed throughout the United States. Should Dell create an in-house field service team to ensure service quality and maintain control of its customer relationships or outsource the field service to a third-party provider? Complicating the issue is the presence of IBM, the biggest player in the large-scale server market.

Settings

Location:
Size:
USD31,168 billion revenues, 36,000 employees
Other setting(s):
2002

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