Mohan:
Thanks for the great articles and good reading on the Indian entrepreneurs.
Most successes like that repeat a common thread involving best possible treatment of the customer and interpersonal relationships.
In Dells case its ingrained with training from top to bottom
of the organization.
For a company to try to copy Dell by merely going on-line with sales is just missing the point.
Web companies that sell scads of item at a low price,
but ship the wrong or substitute items, or sell defective items
that require a customer to repackage it, pay the postage, and mail it back to where?? just do not "get it".
Cpq, if concentrating only on making $, without major effort
to set up timely efficient service/repair capabilities and
concern for the customer is going to have problems competing.
Even tho Cpq may today have a good reputation (though Tandem and Dec) with large customers, they will continue to lose ground
because Dell has an ONGOING effort at improved efficiency and
customer satisfaction or accommodation. For example, Dell
implemented a lease plan for companies that feel they have a better use for their own immediate cash than to put it in
hardware. And a credit card system for individuals.
I am not out to trash Cpq and say Cpq won't make money, just that in comparison they will lag Dell in product and service ratings unless top management gets down in the trenches and works at continuous improvements.
Trying to copy the Dell Model may be a good start, but it is a dynamic moving target. Will always be 6 months or years ahead.
( and I know you already are aware of this, but what the heck,
im paying for the ISP time)( G )
Sig
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