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Essay / Research Paper Abstract
This 14 page paper examines the firms Dell and Gateway. Poor customers service has prompted both of these firms to stop outsourcing but has it helped? Customer service issues in the industry are explored. Bibliography lists 11 sources.
Page Count:
14 pages (~225 words per page)
File: RT13_SA706DaG.rtf
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Unformatted sample text from the term paper:
but not all computers are so easily assembled nor do they run as well. With computer glitches, hardware dilemmas and computer viruses, firms in the industry are busy with communications
problems. Customers call and are often frustrated. Sometimes call centers are located overseas and operators barely speak English. This problem is not limited to the personal computing industry, but the
PC industry is inordinately affected by it. Corporate America, in general, plunks down $150 billion or more per year on call centers (Davis, 2003). Still, it seems that many
companies cannot get it right. Outsourcing is something quite common today and this is part of the problem. Gateway for example decided to outsource one year, but then the next
year made an about face, which cost the company a lot of money but would see activities retained within Gateway walls. This possibly helped. Dell came to the same conclusion
about a year earlier, but the outcome has not been good. Still, each company did dabble in sending work overseas to save money and both firms still have some issues.
Pulling out from India and Ireland or any other outsourcing area a company in the industry might find does not mean that the company is out of the water.
Gateway realized it had a problem and got out and seemingly is doing better, but Dell continues to have problems. Columnist Jeff Jarvis wrote this letter to Dells CEO and
published it for the world to see: "This machine is a lemon. Your at-home and complete care service is a fraud. Your customer service is appalling. Your product is dreadful.
Your brand is mud" (qtd. in Arthur, 2005). It does not get much worse than that. II. Communication Issues in the Industry In
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