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Tuesday, July 25, 2006
Dumping the Desktop
WSJ writes:
Dell Direct Disadvantage
Nicholas Carr writes:
Management
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Hi, I would disagree with Nicholas. While he has got the production/distribution side right, I feel he is missing out on one main reasons/outcomes of support outsourcing. I had been working with Dell Support a couple of years back. While at the contact center, we used to dislike Dell a lot. The reason - Dell demands a LOT from its outsourced service centers. Even a small issue/ problem related to quality of support and the Dell guys would be on our tail. Third party surveys on the quality of Support have rated Dell support higher than (on top of the list) IBM, HP, etc. Even the non-call center outsourcing like field agents etc. performance was way too good. A direct example on why outsourcing works better for Dell is: Many (if not most) call centers perform much better than the Dell owned (captive) call centers. Looking back now as a person not related to Dell, the other vendors just dont give you as many options as Dell does. On the distribution side: To buy... say a server, all I have to do is call up Dell (In India too). A courteous person helps me choose components which go in and I can place the order in the same day. With other vendors, their call center suggests a "sales partner" who takes 5 days to reach your office if you are not buying in bulk. Then he emails a quote the next day and the usual process goes on. And the prices vary accross these sales partners. On Support: If anything goes wrong, I call up Dell call center. In case they can't help me, the call gets escalated. Flags get raised if issues dont get resolved because as I said earlier Dell is always monitoring outsourced call centers. Further more, when I pay a little extra to Dell for priority support and If anything in my comp conks off, I can get a free replacement within 4 hours (anytime of day or night), that too in India. If Dell is doing it wrong; I wonder who is doing this the right way. Vivek Interesting article. I have been burnt a couple of times with Dell "support". I used their laptops from 1998-2002 and then gave up. However, what was more interesting was what I found out whilst building the IT systems for DHL. It appears that the support for Dell machines was done by technicians hired by DHL. The machines never even reached Dell. The logistics provider was doubling up as support. Anyways, Dell support is a contentious issue and I am not surprised someone wrote about it. Tarun It's horrible in India. They have only one service center that is in Bangalore and a lot of people but these products when they are at Onsite in US/Uk or Europe and failed to see that product work and no clue how to repair it.
Emerging Giants
Business Week writes:
The Future of Computing
Dr. Dobb's Journal has an article by Max Fomitchev of Penn State:
Serverless Apps
Jon Udell writes:
TECH TALK: Good Books: The Long Tail (Part 2)
Steven Johnson wrote about the book: “It occurred to me reading The Long Tail that the general trend from mass to niche can explain some of this increased complexity: niches can speak to each other in shorthand; they don't have to spell everything out. But at the same time, the niche itself doesn't have to become any more aesthetically or intellectually rich compared to what came before. If there's a pro wrestling niche, the creators don't have to condescend to the non-wrestling fans who might be tuning in, which means that they can make more references and in general convey more information about wrestling -- precisely because they know their audience is made up of hard core fans. But it's still pro wrestling. The content isn't anything to write home about, but the form grows more complex. In a mass society, it's harder to pull that off. But out on the tail, it comes naturally.” The New Yorker wrote:
Overall, a book definitely worth reading for everyone in the business of selling. Tomorrow: The Change Function Related Entries: [All]TECH TALK: Good Books: Beautiful Evidence and More Than You Know [November 3, 2006] TECH TALK: Good Books: Winning Decisions [November 2, 2006] TECH TALK: Good Books: The Go Point (Part 2) [November 1, 2006] TECH TALK: Good Books: The Go Point [October 31, 2006] TECH TALK: Good Books: In Spite of the Gods (Part 2) [October 30, 2006]
Tech Talk
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Posted by TSN Sarma