You are so right. Rollins is trying to fix a customer service problem that he doesn't even understand. Or, worse yet, he just doesn't want to fix the problem because it will cost to much. So, if this is the case, he can save the expense of fixing the customer support problem only to lose money on the sales end of the business.
IMO, it's time for Rollins to leave the company. If Michael Dell doesn't act soon, I believe he may see the company go down the tubes, like so many other companies have. Look what happened to companies like DEC, GTW, IBM's pc business, Compaq, et al.
I think Michael is now seeing how strong Mark Hurd of HP is. After cutting the expenses at HP, he'll have to show that he can grow the customer base and be profitable while doing it. If he is successful in this phase of turning HP around, Dell is going to be in a world of hurt.
Stock Bull |
