3. • Based in Round rock, Texas, Dell is one of the
largest company employing more than a one
hundred thousand people worldwide. It was
founded by Michael Dell, in 1984, when he was
still a student at the University of Texas at Austin.
It was originally named PC's Limited . He was one
of the first entrepreneurs of the belief that by
selling personal computer-systems directly to
customers, their needs can be better understood
and most effective computing solutions can be
4. • Michael Dell, CEO of Dell today has a net
worth, according to Forbes magazine; of $18.2
• Dell is a global company operating in 34
countries in three world regions, with about
35,000 employees and $30 billion in sales.
5. • Supply Chain Management (SCM) is the
management of information flows between
and among stages in a supply chain to
maximize total supply chain effectiveness and
9. • Typical methods for
supply of goods or
services to a
• Dell has no such
warehouse and cut
from 20 – 25 days
worth of inventory to
just 72 hours of
inventory across its
11. • 2 teams (one with 4 members and the other
• 1 minute
• Each team member at each end of the supply
chain must sign a piece of paper and pass it
down the line. The goal is to see how many
signed papers reach the end of the line safely
and legibly. The team with the most wins.
12. • Planning – Planning is required to meet customer expectations
whilst turning over a profit.
• Sourcing – Sourcing is the relationship with reliable suppliers in
• Making – Making is the manufacturing component of the process
that requires metrics to quality control, measure production output
and worker productivity.
• Delivery – Delivery can be defined as the logistics that plan and
control effective and efficient transport of goods from suppliers to
• Return – Returning simply is the network developed to handle
return of faulty products and to support customers that are
experiencing problems with their goods or services.
13. • Flow of data increases foresight.
• It can help find redundancies within a supply chain.
• Ultimately it clears and non visible supply and demand issues
that may cause a ripple effect to other partners within the
chain. (Bullwhip effect)
• It can decrease threats and increase supplier power.
14. • Customer relationship management is a
system for managing a company’s interactions
with current and future customers. This is
done to increase efficiency and effectively of a
company whilst maintaining close relations
and profiles of an individual consumer.
15. • CRM will allow a business to have closer
integration with a consumer. This intimate
relationship and profiling of the consumer
allows for targeted marketing and reward
schemes to heighten satisfaction within
customers and increase retention.
16. • The CRM system
covers all four bases
within a company and
when accessing this
benefit from prior
knowledge of the
17. To gain this insight and insight into their most
valuable customers the CRM system must use
the RFM formula:
• How recently a customer purchased items
• How frequently a customer purchases items.
• The monetary value of each customer
18. After identifying the patterns they can focus on
marketing to these individuals. CRM has three main
phases which include:
• Reporting phase – this phase helps organizations
identify their customers across other
• Analysis phase – this allows the organizations to
then segment the customers by profitability.
• Predicting phase – the final phase helps
organizations predict customer behavior by
viewing patterns and spending habits
19. • Operational CRM – dealing with customers,
this type is often front of house work.
• Analytical CRM – dealing with information
behind the scenes that assists with target and
20. • Operational CRM can
be split further down
into another 3
• And Customer Service
21. • Focus on data and
22. • Creating new leads
areas that require
• Automates each
phase of the sales
23. • Creating ease of
access for support
problems that may
exist both pre or
Talk about the back and forward motion
Talk about cutting storage down
The retailer and distributer middle men have depleted
Materials needed 1 piece of paper for first signatures to test quality
A few sheets to be cut in 4 for the ‘raw materials’
My phone as a stopwatch
A Supply Chain itself is all the parties involved in obtaining raw materials or a product. The method for effective SCM among all of these parties revolves around 5 core aspects these include
This information is passed on via electronic data interchange which is a standard method of exchange for this information between SC participants
SCM provides the basis in which data can be freely available along the entire supply chain, in turn this allows the business that are codependent on one another to forecast and predict movements for tomorrow which will result in better preparedness for today. This process encapsulates the term visibility.
Generate demand planning systems.
Customer relationship management is a system for managing a company’s interactions with current and future customers. This is done to increase efficiency and effectively. It involves using technology or a system to organize, automate and synchronize sales, marketing, customer service, and technical support with its customers. Its overall aim is to increase loyalty and retention between the enterprise and the consumer whilst being profitable.
The benefits of CRM are that the company has a much better understanding of the individual customer and this helps with product positioning and comparative advantage. By building this customer relationship, companies are able to tailor marketing strategies to best suit the customer as an individual.
Once data is collected
Finally CRM as a process is split into two main categories. The first, Operational CRM, this supports the traditional transactions made day-to-day and incorporates front-office operations or systems that are directly dealing with customers.
Analytical CRM uses data mined and specifics known about a consumer to target them with the right up-selling promotions and products that may meet needs they didn’t know they had. This is common with web based ecommerce sites as they rely on such data to create a personal shopping experience
Marketing and Operational CRM identifies that businesses are no longer selling to one item to lots of customers but rather lots of items to a single customer. CRM technologies are able data mine this information on what sells to which demographic and in turn they are able to up-sell or cross-sell products to a single consumer with adequate campaign management and designing targeted sales platforms that recognize other possible wants.
Needs notes here
Customer Service and Operational CRM works on the basis of rewards and loyalty programs. These boost sales and create returning customers as a result of positive experiences and personal support. This can be achieved by implementing CRM technologies such as: contact centers, web-based self-service and call scripting which is widely used in call centers to effectively identify problems the consumer is having and help remedy their issue with the relevant support team.
As previously mentioned Analytical CRM uses data mined and specifics known about a consumer to target them with the right up-selling promotions and products that may meet needs they didn’t know they had. This is common with web based ecommerce sites as they rely on such data to create a personal shopping experience.
CRM can track and monitor customers and in whole, a company’s performance. Monitoring CRM metrics allows a company to find redundancies and growth in particular products and services whilst maintaining personal contact with customers which will ultimately provide a balanced and cohesive relationship with its entire consumer base.
Dell has merged to a backward and forward form of customer integration. In doing so it replaced its legacy system with and enterprise system to connect all separate systems currently in place. They recognize that their supply chain is their life line and have invested into improving visibility by changing their traditional calls using telephone services and adopting a corporate network that allows for conference calls. In doing so they have saved multiple millions of dollars each month by using their multi-protocol label switching network as their primary communication tool. Dell has also adopted methods of upselling on their ecommerce website by using a checkout method which funnels a consumer through added extras before they can complete a sale. Their call center uses call scripting technologies to try to get to the bottom of an issue before reaching an operator. As a whole, Dell has completely adopted both SCM and CRM systems and as a result they are able to consistently produce good products and happy, returning customers.