Dell.com's Managing the Electronic Supply Chain Effectively
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Case Details:
Case Code : ITSY012
Case Length : 09 Pages
Period : 1996-2001
Pub Date : 2002
Teaching Note : Available
Organization : Dell
Industry : Computers and Information Technology
Countries : USA
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Please note:
This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.
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Excerpts
The Technology
Dell.com's hardware infrastructure consisted of
its own PowerEdge servers and PowerVault Storage systems...
Taking Care of Customers
Over the years, DELL introduced several value-added features
at Dell.com in order to enhance customer convenience.
Customers could log onto the website to check the status of the order placed
through the DELL Order Maintenance System.
Customers, who chose not to check the status frequently, could use Order Watch.
They could enter the order number and e-mail address and the system would
automatically send an e-mail notification to the customer once the machine had
been actually shipped... |
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Taking Care of Suppliers
In mid 1998, DELL launched Valuechain.dell.com, a site which offered the same
services for suppliers that Premier Pages offered for customers...
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The Future
In late 2000, DELL began efforts to link Premier
Pages and valuechain@dell.com.
This would enable DELL's suppliers to
view an order as soon as it was placed and ship the inventory in even
less time compared to the earlier process.
According to analysts, the
success of DELL's Internet initiatives was largely because it saw these,
not as a move from the brick-and-mortar business to a virtual business,
but as a logical extension of the company's direct business model... |
Exhibits
Exhibit I: Dell.Com's Build-to-Customer Order
Exhibit II: Dell's Consolidated Statements of Income
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