Michael Dell was the CEO of the company until 2004. Now he's CEO again.
Kevin Rollins joined Dell in 1996, and became CEO in 2004. During his tenure here, he was instrumental in globalizing Dell's direct model. He also navigated Dell through the dot-com downturn. We thank him for his many contributions over the years.
Here's a quick video of Michael's thoughts on the situation.
To post a comment
login or create an account
I want to thank Kevin as well. He took the company from 30billion to almost 60billion and extended Dell's reach far and wide, in about 5 years.
A reinvigorated HP and new competition from Lenovo and Acer certainly have put Dell off course in 2006 and I look forward to Mike's execution and hopefully bold moves. Dell has been living a risk averse life since 2001 and to re-invent Dell new challenges and risks must be doled out. I can say with certainty the workforce is eager to blow the industry away, again.
Welcome back to the helm Mike. Dell, the company, looks forward to your leadership. If you need a new number two let me know! I have about a thousand ideas.
Back when the Dell 2.0 strategy was launched, item #1 on the list was "Deep Customer Relationships" -- which is a relatively easy concept to grasp from an enterprise customer's perspective, but it's more abstract if you are an individual consumer.
Regardless, the desire to actively engage each and every Dell customer in a meaningful way is still a very worthy goal. Why?
In the book entitled "Making Meaning" the authors chart the evolution of innovation relative to consumer demand through three main eras that have occurred since the early nineteen hundreds: 1900’s Product Focus, 1950s Brand Focus, and culminating in the current era “Experience Focus.”
The book then discusses how leading companies have evolved beyond the product and brand focus that has proven ineffectual with today’s consumers to deliver a more 'meaningful experience' to customers. The lesson, that decoding human behavior not only raises product and brand awareness, but can be positively applied to shape consumer demand.
Which brings us back to today's announcement. Tomorrow, on February 1st 2007, I hope that Mr. Dell will rise to the occasion by reaching out to all Dell customers and invite them to participate in shaping the company's future.
Continued authentic customer advocacy, and a passion for creating meaningful customer experiences, will deliver sustainable results. Mr. Dell, keep the faith -- stay the course -- trust your instincts -- and above all, evoke the dormant power of all your Dell loyalists.
Michael returning to the helm is possibly the best chance for a Dell comeback, what is needed is a human face to the business and Michael has the potential to achieve that. In today’s market it’s become far more important to have customer empathy and an image of understanding that is founded on real customer experience. I know from my own experience as a Dell customer that great strides have been made on the delivery of the service and this blog is a great example of what I mean by developing customer empathy.
As an ex Dell executive I had the pleasure of meeting both Kevin and Michael on a few occasions and I believe my belief is that it boils down to personality. Kevin’s obvious, abundant intellect and organisational skills were brilliant and behind the successful scaling of Dell’s business, whilst leveraging operational costs to the nth degree. But I am sorry to say I never found him inspiring or compassionate, two essential ingredients for leadership. On the other hand I found that Michael exuded these qualities and for such a seriously rich guy – he was far more “human”. My guess is he really appreciated Kevin’s skills and track record as COO and assumed that was what was the magic ingredient needed to lead the business. Now the processes and organisation are fundamentally in place it’ll be down to Michael to add the necessary humanity to win the hearts of his customers. The moral has to be “You can’t buy customers goodwill you have to win it by building their trust.”
Welcome Back Mickael. i do think you'll do a great job again, as you already have done. Even if Kevin was a great chief executive, Dell will always have one leader : Mr Dell himself !
For the computer market - The only way to get Dell back on track is to solve a lot of the quality issues with some products - and continue with making computers for customers custom and fast.
Keep pushing the TV's - great products at great prices.
Michael M.: Given the details of your experience, I can understand your position. Sorry for that experience. I can assure you that just because we don't publish specific customer service issues doesn't mean we're not committed to helping customers.
I work extensively with the Customer Advocate team in an effort to help customers like yourself, and will continue to do so.
Agree with you that the quality of our support in the US Consumer space still needs to be improved. This blog was launched partly because of that, and we'll continue working toward that goal.
In the future, I hope we will give you a reason to re-consider buying Dell.
Kevin Rollins was a lot of things - a good leader wasn't one of them.
Lets hope Michael can return the company to its former greatness.
I'm hoping he starts by looking at his internal senior manager org chart and start cutting those who lack spirit and a strong personality. There are far too many managers at Dell who spend more time enforcing political correctness and sound bites instead of spending their energy kicking up some dust to get things changed for the better!
Go Michael - it's great to have you back!
I can't believe how many of the
folks say that the issue is outsourcing support..I bet these are the
service folks types who got outsourced.
The problem with Dell's model has got to do with the fact that the
advantages with the mail-order (direct from web) are all gone with HP
and other manufacturers figuring out supply chain efficiencies.
In addition to that the other manufacturers have varied distribution
channels (like retailers) unlike Dell which is still sticking to
internet or mail-order model. As customer focus shifts more and more to
laptops..customers would like to experience the product before buying.
Dell will have to spend a lot of money to expand their distribution channels.
Dell needs to obviously do more cost cutting but also need to invest
more in R&D. Train their support stuff better..and continue to
shift operations/manufacturing to low cost countries. That is the only
way to improve their shareholder value.
Good luck to Mike Dell with the new role
Wow Micheal, if it wasn't for the fact that you are the founder, you may have been out there with Kevin tonight.
You better shape things up soon...
If you don't mind my humble opinion Dell 2.0 won't be enough.
Best of luck
Michael Murray, I just read about your experience with Dell. Believe me, I understand. I messed my life up big time in high school, and into my first years of college. You name it and not only did I do it, but I did more of it! My failure is what gives me trustable credibility with my high school students. They love to hear about how I met my wife though a prank phone call at 3 in the morning! (My senses were not all in tact at the time!) The kids listen when I say that I care. Yes, Dell has made some mistakes, and in the case of customers like you and me, the mistakes were of the larger variety!
But don't you think that if Dell would became a more compassionate and caring corporation because of what happened to you and me; we would know if it was for real? Michael Dell has spent time with me, a customer, which has run into some customer care related issues. I believe that listening to 'broken' customers and then not just fixing Dell, but also fixing what Dell broke, will begin with you and me. Dell can only get better if the customers will let them. I am thinking it might be worth the risk. I believe that Michael Dell wants to fix the broken customer. I hope that I am right as hundreds of XPS 700 customers are 'hanging in there"!
MM, I posted a message for you on the Dell Community Forum at the link below. Hope we can talk!
Been dealing with your CS of new purchases and the CSR's. Please focus your attention back to CS. What's happening is not working. I have read the open forum and the blogs. I didn't realize that there are so many people out there like me.
Help please, shed some light to the situation I have encountered.