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    Field Service for Corporate Clients (Spanish version)

    Frei, Frances X. ; Edmondson, Amy C. ; Hajim, Corey

    • Reference: HBS-606S38

    • Year: 2002

    • Number of pages: 13

    • Geographic Setting: United States

    • Publication Date: Oct 3, 2002

    • Fecha de edición: Jan 7, 2003

    • Source: HBSP (USA)

    • Type of Document: Case

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    Description

    Used as part of the first module of a course on Managing Service Operations, which addresses managing the operating role of customers (606-032). Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry standard is to have a technician onsite with a required part within four hours of problem diagnosis. This type of service presents a problem for Dell, as its potential customers are widely dispersed throughout the United States. Should Dell create an in-house field service team to ensure service quality and maintain control of its customer relationships or outsource the field service to a third-party provider? Complicating the issue is the presence of IBM, the biggest player in the large-scale server market.

    Keywords

    Analytics Customer relationship management Outsourcing Service management Technology