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Essay / Research Paper Abstract
A 6 page paper providing two sections of a strategic plan – Plan Goals and Implementation and Financial Projections and Analysis – for a larger strategic plan for Dell. The plan calls for Dell to modify its Indian customer service call center to handle more customer requests in chat than by voice, preserving Dell's ability to realize cost savings by using an Indian call center while also providing superlative technical expertise without invoking communications barriers based on Indian accents. Bibliography lists 6 sources.
Page Count:
6 pages (~225 words per page)
File: CC6_KSstratPlnDell.rtf
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Unformatted sample text from the term paper:
The current situation in which Dell finds itself is that it must choose to remain as it is or create conditions that will allow additional growth. Certainly its
core business still lies with desktop computers, servers and laptops, but the personal computer market has languished since the great Y2K date scare. Advances in technology have been less
frequent so computer owners do not feel the need to upgrade well before the time that their existing computers can be considered to be outdated. Dell has added several
other product lines in electronics categories, and it focuses strongly on providing printer ink and toner cartridges for the printers it sells. One
of the leading customer complaints about Dell is its generally unhelpful help desk personnel, however. Virtually all of Dells customer service representatives are in India now as Dell follows
the rest of the US IT industry to India in search of lower costs. Courtesy is a characteristic of Indian culture, and existing customer service representatives are polite to
a fault. Their inordinate courtesy and politeness do not make them more understandable to customers in Western nations where English is the official language, however. Increasing numbers of
computer users - and therefore buyers - insist that they will not purchase another Dell computer unless and until Dell provides some customer service representatives who are understandable and more
than just conversant in English. It is not only Dell customers who are complaining about foreign customer service representatives. Many Americans are
becoming "increasingly hostile to overseas call center agents. Even if the service is actually the same as or better than whats offered by U.S.-based call centers, many Americans are turned
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