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Background
III. Objectives
Investments in
Positional Advantage Performance Rewards Renewal
Dell is well known for its for Dell’s Inc. Dell Inc should invest in
innovations in supply Customers other sources of income
chain management and Quality service and and lowering costs and
innovation in e- products losses of product recall
commerce. A variety of Satisfaction and customer
scopes and brands Dell kiosks for customer compensation for faulty
under its belt. service and misrepresented
products.
Competitive Dynamics
Erode Advantages
In July 2009, Dell apologized after the firm offered its Latitude E4300
notebook at NT$18,558 (US$580), 70% lower than usual price of NT$60,900
(US$1900) in its Taiwan website. The firm withdrew orders and offered a
voucher of up to NT$20,000 (US$625) a customer in compensation. The
consumer rights authorities in Taiwan fined Dell NT$1 million (US$31250) for
customer rights infringements. Many consumers sued the firm for the unfair
compensation. A court in southern Taiwan ordered the firm to deliver 18
laptops and 76 flat-panel monitors to 31 consumers for NT$490,000
(US$15,120), less than a third of the normal price.[81] The court said the event
could hardly be regarded as mistakes, as the prestigious firm said the
company mispriced its products twice in Taiwanese website within 3 weeks.
With these latest criticisms Dell must invest in other sources of income that
will not jeopardize its stockholder’s money and should incur less cost and fees
for compensation to its damaged customers. Also another eroding factor other
than the accused engage in fraud, is the ability of customers to switch brands
to a brand that is more customer friendly.
V. SWOT Analysis
STRENGTHS WEAKNESSES
• Lower cost due to direct selling • Difficulty in attracting the
• Lower cost due to decreased college students segment of the
inventory market
• Lower risk of retaining • Customization and direct
inventory due to build-to-order method problems with home
model users
• Stronger relationships with • Occasional product recall
customers due to their direct
model
• Extensive range of ways as to
how customers may comment
• Inexpensive quality products
and services
• Customization
• Innovative
• Application of the internet to
other parts of the business
• Total command of the supply
chain
OPPORTUNITIES THREATS
• Continuous increase in usage • Constant change in the industry
of personal computers • Decrease in price difference
• Customization’s attraction to among brands
second-time computer buyers • Increase in demand for high
• Increase in demand for laptops quality, low priced products
• Convenience in online • Slow down of the growth rate of
shopping the industry
Diversification • Technological advancement is
a double-edge sword
• Fluctuation in global currencies
Constant change in the industry
One of the biggest external threats to Dell is that price difference among
brands is getting smaller. Dell’s Direct Model attracts customers because it
saves cost. Since other companies are able to offer computers at low costs,
this could threaten Dell’s price-conscious growing customer base. With almost
identical prices, price difference is no longer an issue for a customer. They
might choose other brands instead of waiting for Dell’s customized computers.
The growth rate of the computer industry is also slowing down. Today, Dell
has the biggest share of the market. If the demand slows down, the
competition will become stiffer in the process. Dell has to work doubly hard to
differentiate itself from its substitutes to be able to continue holding a
significant market share.
Demand for laptops is also growing. As a matter of fact, demand for laptop
has overtaken the demand for desktops. This is another opportunity for Dell to
grow in other segments.
The internet also provides Dell with greater opportunities since all they have
to do now is to visit Dell’s website to place their order or to get information.
Since Dell does not have retail stores, the online stores would surely make up
for its absence. It is also more convenient for customers to shop online than to
actually drive and do purchase at a physical store.
Diversification
WEAKNESSES
The company has such a huge range of products and components from many
suppliers from a plethora of countries, that there is the occasional product
recall that can cause Dell some embarrassment. In 2004 Dell had to recall 4.4
million laptop adapters because of a fear that they could overheat, causing
electric shocks or fires.
STRENGTHS
Dell is able to reduce cost because selling directly to customers allowed the
company to reduce marketing and sales cost by eliminating mark-ups of
distributors and retailers.
The company’s strategic method also provides other forms of products and
services such as internet and telephone purchasing, customized computer
systems; phone and online technical support and next-day, on-site product
service. This extensive range of products and services is definitely one of
Dell’s strengths.
Customization
Innovative
Dell cuts out the retailer and supplies directly to the customers. It uses
information technology, and Customer Relationship Management (CRM)
approaches to capture data on its loyal consumers. So a customer selects a
generic PC model, and then adds items and upgrades until the PC is kitted
out to the customer's own specification. Components are made by suppliers,
never by Dell. PC's are assembled using relatively cheap labour. You can
even keep track of your delivery by contacting customer services, based in
India. The finished goods are then dropped off with the customer by courier.
Dell has total command of the supply chain.
10
INDUSTRY CHARACTERISTICS AND MACRO FORCES
Analysis
• Currently in the market, HP is number one and has a great pull for its
brand of laptops and PC units because of its variety specific for its
users ranging in gaming, entertainment, business and education.
• The second in the market is Dell however it is over run by the pull and
the aggressiveness of users for Apple who caters to entertainment,
business and education because of its constant innovation and buzz
marketing for products.
• This leads Dell on a leverage bordering from pull to push& pull. Notice
the apparent scope in gaming, because Dell is the leading brand for
gaming because of its successful brand of Alienware.
• Sony is in the Push & Pull area scoping mid-range of gaming to
entertainment until a bit of business specifics.
• Acer on the other hand is Push and Pull area nearing the Pull region
scoping from the mid range of entertainment to business and
education.
• IBM has been sold to the Chinese which owns Lenovo, because of this
brand absorption, it is in the Push region because the firm wants to
push the brand and its product in the market for consumers to react
and create a need for them to purchase.
• The biggest Push is with Samsung given that the brand and its
product’s attributes have a minimal scope in the consumer’s
preferences and categories of specialization.
The commoditization of the personal computer—a vital tool for business and
consumer customers—is a key driver for the economics of this industry.
Corporate spending accounts for 80% of all technology spending, and
economic conditions decreasing business capital expenditures has a negative
and direct impact on the computer hardware industry. While this industry is
mature in the U.S., leading to decreased growth expectations, computer
spending by other countries around the world will likely fill this void.
Specifically, the computer hardware industry is predicted to grow
exponentially in Latin America and non-Japanese Asia over the next several
years.
Key success factors for companies in this industry continue to evolve as the
industry matures. Specifically, they include:
• Competitive prices
• Superior relationships with suppliers
• Product customization for business and consumer customers
• Quality customer service
• Excellent cost structure
Dell’s business model incorporates many of these key factors; the company is
working to improve customer service and product customization
COMPETITIVE LANDSCAPE
(PORTER’S FORCES)
In this industry, the bargaining power of suppliers is high due to the limited
number of suppliers for key components. For instance, Intel sells 90% of the
microprocessors used in PCs and Microsoft provides 85-90% of the operating
systems. In addition, 80% of the world’s laptops are assembled in Taiwan.
Likewise, the bargaining power of customers is also high due to the fact that
PCs are now commodities. Nearly all PCs contain the same components or
the same type of components. However, customers’ power remains limited
because consumers may be willing to pay a premium to computer companies
that are able to provide technological solutions.
Threat of Substitutes (MODERATE)
There are numerous PC sellers that are offering the same specifics and
functions that Dell offers. Increase in low-priced sellers is also rampant.
However, since the company offers customization, the customers chooses
which parts they want which is a unique combination that other companies do
not offer.
Alternatively, the threat of new entrants is low. The 1990s saw a significant
level of growth, but the early 2000s have shown signs of contraction within the
industry. The threat of substitutes is also low since the only available
substitute for a Windows-based PC is an Apple Macintosh.
Finally, the intensity of competition is high since there are relatively few
competitors in the market. However, they all offer the same basic products
and must compete on price.
Operations
Dell has positioned itself as the number one seller of personal computers by
maintaining an efficient and streamlined operating strategy. Dell’s servers,
storage systems, mobile and desktop computers are built-to-order in six
manufacturing facilities around the world. Web-based systems control
customer orders and inventory levels.“Dell maintains inventory levels of only
four days, even as it serves more customers with more products in more
markets every day” (Fiscal 2005 in Review, 2005). As noted, Dell’s culture
encourages its employees to find ways to cut costs. Within the last 4 years,
Dell has increased its productivity by 400% and saved more than $1.9 billion
by removing unnecessary costs within its operations (Fiscal 2005 in Review,
2005).This efficiency has allowed Dell to sell its made-to-order units for 10%
to 20% less than its rivals.
Outbound Logistics
Service
Over half of Dell’s sales are made on its website, limiting the level of direct
sales interaction between its employees and customers. However, once the
purchase is made consumers often interact with customer service/support
representatives. As cost differences become slimmer, exceptional service is
one way in which computer companies differentiate and attract new and
returning customers. Revenues from enhanced services/support are
significant for the firm and have grown “nearly 40 percent for three
consecutive years” (Fiscal 2005 in Review, 2005).Although the firm has long
prided itself on offering the best customer service in the industry, recent
surveys have shown declining results in this segment of the business.
Consumer Reports ranked Dell behind Apple, IBM and Toshiba for its
customer support with laptops (Computers, Desktops, & Laptops, 2006, p.
232).Despite the decline, Dell has still managed to rate higher than its
competitors HP and Compaq. I n recent years customer service/support has
been moved to lower wage nations. Top executives have acknowledged the
problem and are reportedly working toward improvements.
Firm Infrastructure
Human Resources
Procurement
As previously stated, Dell has remained extremely loyal to chip maker Intel.
As the largest producer of personal computers, Dell is also the largest
customer of Intel chips. Intel claims to be able to ship materials into Dell’s
production facilities every two hours based on real- time customer orders.
This real-time supplier allows Dell and its suppliers to forecast and manage
the most efficient levels of inventory. “Dell's decision to remain solely
committed to Intel chips have certainly helped contain the cost of low-end,
standard-based desktops and servers. Purchasing orders for production
facilities are initiated when customers place orders thereby depleting
inventory levels on the shared website. This form of purchasing allows both
Dell and its suppliers to properly forecast, thereby maintaining low levels of
inventory and capital investment.
1. Focus on innovation
2. Divesting
The key benefit of this strategy is the improved focus on core business.
Stripping away these segments would enable Dell to become more
streamlined. Specifically, it would require all segments to work for
similar customer bases. Establishing a singular customer focus to each
employee allows Dell to leaps in product creativity and adds more than
value to its brand.
OBJECTIVES
To aid or to make To strengthen Dell’s To strengthen To Total
actions to the visibility and Dell’s position as strengthen
declining customer revitalize the the low-cost Dell’s
service and support company’s personal computer customiza
efforts of the marketing to the producer and tion
ACA
company other markets provider within the position
market
Focus on 1 1
innovation
2 3 7
Divesting 2 3
1 1 7
Reinvigorate
Differentiation
Advantage 3 3 2 2 10
VII. Recommendation
Dell’s hugely successful direct sales model has allowed its products to be
customized by customers. However, Dell maintains a single source
relationship with chip maker Intel which limits consumer choice. Those that
prefer to have PCs powered with chips are currently unable to do so. To
strengthen Dell’s customization position, the firm must offer increased
configuration choices through the establishment of additional supplier
relationships. There is however, one significant warning. Dell must pursue
relationships with only those suppliers that are able to integrate
seamlessly with Dell’s supply-chain. This strategy will allow Dell to offer
additional choices for its customers while maintaining production
efficiencies.
This strategy also recommends that Dell revitalize its marketing efforts to
target underserved markets within the U.S. while expanding its marketing
abroad into emerging and growing international markets. To strengthen
Dell’s visibility, it is recommended that Dell modifies its marketing focus.
Dell must develop marketing campaigns to position its PCs as
commodities that are necessary for everyday life.
Unlike many competitors, Dell does not rely on debt to finance its
capital structure. This is contributed to cost cuts in operations and efficiencies
in manufacturing and inventory management. Dell also outperformed the
industry in terms of annual growth. It is wise though to lower future
expectations in light of recent reports of lower than expected growth rates and
net profits in the 3rd and 4th quarters of the previous year. Lastly, Dell does not
pay dividends to stockholders. Instead, Dell uses net income to fuel its
growth.