Cagayan State University – Carig Campus

COLLEGE OF ENGINEERING &

ARCHITECTURE
Conceive Design Implement Operate
Tel. No.(078) 304-1205 loc 035/036 Cp. No. 0966-3795741 Transforming Lives

CSU Vision
Transforming
ENGINEERING MANAGEMENT
lives by
Educating for (ES 003)
the BEST.
First Semester, School Year 2022-2023

CSU Mission
CSU is committed
to transform the
lives of people and
communities
through high
quality instruction Case Study
and innovative
research, in
development, Evolution of Management
production and
extension.

CSU – IGA
Competence
Social Responsibility

Unifying Presence
By:

COE – IGA Pierre Jahn G. Tayaban

Innovative Thinking
Synthesis
Personal
Responsibility
Empathy
Research Skill
Entrepreneurial Skill

Engr. CAESAR P. LLAPITAN

Instructor

Date Submitted: October 18, 2022

 CASE STUDY: Dell Computers: the world at your fingertips

Your tasks
1. Analyze the organizational choices that Dell has made using two of the main
analytical models in the chapter. Which approach do you think is more
appropriate and why?

Michael Dell implemented the concept of direct selling in which he

directly purchases computer parts from suppliers and assembles the PC as per
the demand of the customers. This is one of the selling point of Dell, i.e.,
customers can order custom made PC based on their preferences by selecting
options from a list of components and specifications. With the improvement of
technology, from communications done on phones to that of the internet, mass
customization was managed more effectively on-line. Dell was able to establish
a strong foundation in the business world due to its ‘system approach’ in which
it efficiently and effectively coordinated both its own efforts and those of other
organizations which include component manufacturers, transport and logistics
organization, and delivery companies to deliver a profitable and acceptable
product.

However, due to fast paced nature of the IT business, Dell fell short on
customer service and technical support. Other brands have their own network
in which customers were able to discuss purchases, return faulty equipments,
or seek technical support. With their sales going up, Dell’s weakness became
more apparent which resulted in public criticisms. In response, Dell improved
the quality of their products especially the computing power of their PC and
also started their own customer service and technical support. This contingency
approach got them back on the competition.

For me, both approach are appropriate. System approach is definitely

important to produce high quality and profitable products through the proper
management and coordination of departments or organizations inside and
outside the company. However it is lagging in terms of flexibility upon
unexpected events. This is where the contingency approach comes in. It
warrants managers to act upon based on the situation, i.e., to identify and
choose the appropriate action which best contribute to the attainment of
organization goals.
2. What are the main organizational challenges which Dell faces in order to
‘conduct business the Dell Way?’ What are the implications for line managers
and supervisors of creating a corporate culture based on the Dell Way?

The challenges that Dell faced in order to conduct the ‘Dell Way’ are
selecting the appropriate approach in solving a problem based on the
numerous suggestion from the members of their team, stakeholders, and
suppliers, and resolving the numerous problems encountered by the customers
based on their feedbacks.

The implications for line managers and supervisors of creating a

corporate culture based on the Dell Way is that they must be able to
accommodate almost all feedbacks or else they will receive backslash from
customer reviews. In addition, line managers and supervisors must be able to
choose the right approach in solving a problem every now and then based on
the suggestion from all the members of the team since they will be held
responsible. As such, line managers and supervisors must always be supervising
their team, and encouraging them to participate in decision-making and
uniting them under a sole goal of achieving the ‘Dell Way’ which is to make all
shareholders, customers, suppliers and other stakeholders understand that
everything Dell does can be trusted.