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asda aergaerg Dell Case
15 March 2012
Dell Case In the year 2004, Michael Dell stepped down as the CEO of Dell Computers and Kevin Rollins became the new CEO, since then the company has been steadily declining. The decline has been due to many reasons; one of them is customer service. Dell was a company that’s main goal was to generate profits and in 2001, the company decided to save money by outsourcing its customer service to India. This move made many customers angry due to the fact that the workers in India were not well trained. They were unsatisfied with Dell’s workers inability to speak beyond what they were scripted to say. This posed a problem because a part of the customer’s satisfaction is after-sales support. Not only was customer service a problem, but the quality and performance of their products was also a cause for the decline. In the year 2006, Dell had to order a massive recall of about 4 million laptop batteries. This was due to a video being released which depicted a Dell laptop overheating and getting lite on fire during a conference call in Japan. The news of this video began to spread rapidly and many other stories of Dell laptops becoming inflamed started to surface. The problem was not because of Dell, but because of the batteries manufactured by Sony. Many other companies had experienced the same problems, but Dell had been the company most publicized about. Another problem was that Dell did not make the switch from producing computers to laptops soon enough. They were still producing mainly computers while the market for computers was quickly declining. Furthermore, when the company did decide to produce laptops in factories, they were unable to compete with the prices of other companies such as Hewlett Packard without

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