In: Business and Management

Submitted By 123456789123
Words 365
Pages 2
Dell Cause Study in brief:

Dell made an offshore call center for their technical support in India to lower the cost, but there has been a lot of complains.

Reason of offshore?

1- lower cost

2- Focus on Core Business

3- Operational expertise — Access to operational best practice

4- Helping other countries

Is Offshore good or Bad?

Its good & bad at same time!

Translation of the Case Study into Quality Theory ( Reasons of Failure ):

1. First of all they didn’t do a market study & analysis before starting offshore, and they didn’t look for previous companies experiences. (They didn’t make pilot study before)
2. They put the Cost over the quality
3. Short vision concentrate on current profit instead of long term profit
4. They moved customers to unsatisfied which will make bad reputation ( word of tongue) ( as mentioned their website is full of complaints , which will lead to loss of future customer & current customers )
5. No customer focus ( one to one) they were applying the theory of “one fit for all”
6. they didn’t study their customers well (culture & didn’t consider the culture of customers accent )
7. No training done for call center employees ( obvious from scripted answer)
8. They affected the society by reducing the number of jobs which affect the overall society
9. the segmentation of call centers they have done was wrong, because it didn’t solve the problem ( segmentation has not based on the type of customers distribution )
10. by outsourcing there will be less of customer voice to the manufactory & engineers , which
a. customer voice will not interpreted in the computers & software
b. no innovation & creativity which will lessen their ability for completive in market

How can we solve Dell's mistake for Quality:


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