Case Study

Dell direct in Europe: Delighting the customer with every order

15 pages
June 1999
Reference: IMD-3-0785

Dell Computer Corporation is widely recognized for its “direct” business model. Many of Dell’s competitors have tried to replicate Dell’s direct approach. In addition, managers in other service and manufacturing industries are now being challenged to consider the direct business model in a new way: To “Dell or Be Delled”. The case focuses on how Dell manages its people, partners, information, and technology to achieve superior business performance around the customer order as a unit of ONE !

Information Orientation, Mass Customization
Field Research
© 1999
Available Languages
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