Around the Globe

Over the past year, many of our business customers have shared candid feedback through our support specialists and in places like IdeaStorm and Direct2Dell about Dell's technical support solutions.  You tell us what we're doing well, and in many cases, what we need to change.  I'm here to tell you that we're listening, and we're finding ways to act.

You've given us many ideas, and we're taking time to consider all of them.  Here are three suggestions that you've made loud and clear:

• Simplify the purchase process.  IdeaStorm user beefman and many others have told us to simplify the purchase process for Dell products and support solutions.  Beefman described the current "multilayered, multitiered pricing structure" as "immensely confusing today" and urged Dell to "simplify!"

• Skip the scripts and treat IT professionals as the professionals they are.  IdeaStorm user hipowerone and many others have asked Dell to differentiate between IT professionals and end users calling for technical support.  They've asked that Dell "get rid of the scripts" and mandatory troubleshooting for IT pros who call with a clear understanding of their problem - thus, saving time on the phone and helping to resolve the problem faster.
  

• Make support services consistent globally.  IdeaStorm user xaerts, an IT manager for the European region of a multinational company, expressed the challenges associated with managing the IT needs of 15 different offices.  He suggested that Dell organize a more streamlined, global service and solutions offering. 

We've heard you, and have made significant progress in giving you what you've asked for.  Next week, Dell Global Services will share more details on upcoming enhancements to our service offerings for business customers of all sizes.

Thanks for your feedback... more to come soon.

Last week I was in Poland taking part in the official opening ceremony of our second European plant in Łódź, Poland.  Michael Dell and I were joined by employees, customers, members of the Polish national and local government, international ambassadors and media for the event. 

The facility in Łódź represents a significant investment from Dell and its suppliers and signals our commitment to growing our presence in the Central and Eastern European and Scandinavian markets.  Locating our plant here is already significantly improving our service to the region's customers and has strengthened our competitiveness by cutting up to two days off our delivery times.

In addition to its proximity to our customers and its good transport links, Łódź also gives us access to the great talent and skills of the local workforce in Poland.  We started production in November 2007 with about 400 people. We now have more than 1,200 employees.

One of the questions I was asked most in the event was how Dell will contribute to the lives of our employees and the wider community.  It is our goal to be a positive contributor.  Consistent with this goal, our Łódź facility has a number of community projects underway.  These include enabling two Łódź schools from the Widzew district to receive Dell products worth US$35,000 and more than 100 Dell employees planting trees in the Lublinek forest park.  This was the first stage of an initiative to plant 130,000 trees in Łódź and its surrounding area last year.  This project and many like it around the world, show how Dell is partnering with customers and members of the ReGeneration - people of all ages who care about the environment.

I'm proud that our newest factory is also our most advanced worldwide.  It has benefited from the knowledge and best practice of all our facilities around the world, in particular from the skills of our Irish team in Limerick.

This is another historic step for our commitment to customers and growth in the region. Here are some photos:

Ribbon cutting (from left to right): Michael Dell (Chairman and, CEO), Jacek Murawski (General Manager, Dell Poland), Jerzy Kropiwnicki (Mayor of Łódź), Mike Cannon (President, Global Operations), Łukasz Wysocki (Gold Award Winner, Manufacturing).

Plant Entrance

Note from Lionel: We posted more photos from the event on Flickr.

Saw that John Markoff mentioned this in the Davos Diary earlier today. It's true, we're working with Microsoft and Product Red to offer the XPS One in a slick red color, along with other products. More red details coming later this week,

Engineering graduates in the Computer field are often looking for employment in the area of hardware design and/or software development.  The Global Solutions Engineering team at Dell employs Systems Engineers who are required to have knowledge of both the hardware and software technologies.  These engineers build their career while simplifying complex IT challenges with easily deployable solutions in the areas including: Virtualization, Databases, High-Availability, Compute Clusters and Messaging.  This global team delivers solutions that can grow to meet the needs of the world’s largest IT buyers, including Dell’s own internal IT team as a customer.