Dell's Customer Service Practice

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Dell's direct sales model was a success, not just because of price con ence in the ability for users to build their own machines. But as pcs became less of a nich purchase, prices came down and so did margins. Although dell was well placed to thrive this thanks to its innovative supply chain and sales, it found it harder to keep pace with customer service.

The first stage of building up a business is to break things down. Michael Dell started a computer company in his dorm room by cracking open some early IBM PCs and figuring out what he could do better, faster, and cheaper. Then he did the same thing to the entire model of computer sales. Learn from Dell how to revolutionize an industry — using deconstruction to gain insight your competitors lack, and then building something bigger and better.

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