4. OEM Solutions
Support
Engage
Fulfill
Assess
• Solution design
• Long/extended-life
• Custom branding
• Hardware and software
engineering
• Configuration control
• Advanced solutions
consulting
• Global OEM support
services
• Worldwide parts depots
• Remote management
• Installation deployment
• Lifecycle/change
management
• Mission-critical/NBD
• Procurement/supply
chain
• Order management
• Global logistics/3PL
• Manufacturing
• Inventory management
• E-Dell/B2B
• Needs analysis
• Evaluation units
• Engineering
• Regulatory
• Test/develop
• TCO analysis
• Platform generational
planning
How we work together
4
Product
Operations
Engineering
Services
5. OEM Solutions
20 500M
120K 1st 40
40M 1.6M 1st
Interactions online with
customers annually
PCs shipped per day,
on average, in Q4 2010
And only computer company
to offer free consumer
computer recycling worldwide
Tons of CO2 emissions
avoided by Dell Desktop
Solutions customers
Registered users on Dell
community
Product design honors and
awards to Dell in 2009
IT company to introduce an
80 PLUS gold-certified
power supply for servers
Dell, Inc. by the numbers
Of the world’s top super-
computers run on Dell
Preferred client provider in
U.S. and Europe
5
6. OEM Solutions
Sameer Garde
Vice president,
General manager
Dell OEM solutions
Executive leadership
Brad R. Anderson
Senior vice president
Enterprise
product group
Jeffrey W. Clarke
Vice chairman
Operations and
technology
Ronald G. Garriques
President
Communication
solutions
David L. Johnson
Senior vice president
Corporate strategy
Steve H. Price
Senior vice president
Human resources
Stephen F.
Schuckenbrock
President
Large enterprise
Peter A. Altabef
President
Dell services
Stephen J. Felice
President
Consumer,
small and medium
business
Brian T. Gladden
Senior vice president
Chief financial officer
Lawrence P. Tu
Senior vice president
General legal counsel
Michael S. Dell
Chairman of the Board
Chief Executive Officer
Paul D. Bell
President
Public
Karen Quintos
Senior vice president
Chief marketing officer
6
7. OEM Solutions7
The Dell OEM Solutions story
1984
Dell
founded
1998
Dell OEM
founded
2002 first
OEM-ready
platform
2004
Dell OEM
revenue
$200M
2006 Dell OEM
designs first
custom chassis
for Google server
2010 Dell
OEM revenue
$1.5B+
2010 Dell
Extended life
program
launched
2010
launch of
OptiXE
2009
Dell opens
APJ office
Long Life
Precision
workstation
launch
2008
Dell OEM
launches CR100
(1st OEM platform)
Dell OEM
opens
EMEA office
11. OEM Solutions
OEM Solutions locations
• 12.8M desktops/notebooks
supported
• 1.4M servers/storage
systems supported
• 2.5M desktops managed
OEM Solutions:
Global services and support footprint
• 41,000+ team members
across 47 nations
• $8B services and support
revenue
• 60 tech support centers
• 7 global command centers
• Multiple industry-leading
knowledge- and domain-
based services
• #1 in IT services for
healthcare providers
worldwide (Gartner)
11
ServicesEngineeringProductOperations
12. OEM Solutions
Our global standard WADI
methodology is a step-by-step,
collaborative approach to
developing the right
customized solution for you
• Workshop
• Assessment
• Design
• Implementation
• Manage/support
Our approach to services
is similar to how we
revolutionized the hardware
market through innovation
and unique delivery models
• Tailored solutions delivered
by industry experts
• Automated services delivery
to speed results
• Remote delivery where possible
• Global solutions delivery
We customize your solution to what is
best for you and your business
12
EngineeringProductOperationsServices
13. OEM Solutions
Globally owned 24/7
support infrastructure
Dell online parts
dispatch
Service delivery
manager
Mission-critical support
Same day, 2 hr, 4 hr, 8 hr
Custom fulfillment
and installation
Asset management
Order consolidation
and staging
OEM-centric
customization
Hardware bezel and chassis, BIOS,
packaging, documentation,
labeling/tagging
Dell OEM services capabilities portfolio
Application and image
management services
Supply-chain consulting
Design
Manufacture
and
fulfillment
Global
support
13
Business process reengineering
Organizational change management
Testing and validation
services – proof-of-
concept labs
Cloud services
Engineering services
Custom design, configuration
and integration, complex
engineering outsourcing
EngineeringProductOperationsServices
14. OEM Solutions14
Configuration and fulfillment services
Inventory
management
• Finished goods warehousing
• Shipment-on-demand
Image services
• ImageDirect – online image management
• Image factory load
• BIOS freeze
Hardware
customization
• Custom HW and SW integration (third party)
• Custom branding services
• Asset tagging
A portfolio of make-ready services that simplify manufacturing and
deployment. These services minimize the time you spend on
predeployment activities by bringing these tasks into our facilities.
Production/
fulfillment
• Consolidation, staging
• HW and SW integration, connectivity, testing
• Rack-and-stack construction
• Laser etching/custom labeling
EngineeringProductOperationsServices
15. OEM Solutions15
Tailor the right support services for your
business with our flexible options for OEMs
Asset visibility and reporting
Designated service delivery manager
On-boarding support assessments
Comprehensive planning
Incident and trend reporting
Monthly reporting
Collaborative support on hardware and software
Warranty tracking and expiration notifications
24/7x365 expert center phone and online support (senior-level certified technicians)
Optional customer self-replacement parts – field technician dispatch at no additional cost
Hardware monitoring and alerting
Global command centers
Automated diagnostics
Out-of-region phone support
Business hours warranty repair
Customer self replaceable (CSR) parts
No collaborative support
90-day warranty extension
Available on OEM-ready HW only
Next bus. day ltd onsite/return services
In-region phone support
Speed of response and mission-critical options (same day, 2 hr, 4 hr, mission critical, next business day)
Global Dell online self dispatch (not available on basic warranty in EMEA)
Collaborative support on hardware
ProSupport
for IT with
enterprise-wide
contract
ProSupport
ProSupport
for OEM
Basic warranty
EngineeringProductOperationsServices
16. OEM Solutions16
Customizable OEM engineering services
• We offer customers multiple access points to engineering services
and support based on the complexity and coverage needed
• Engineering services range from custom design of Dell hardware
to complex, hardware-agnostic engineering outsourcing
Complexity
Coverage
Dell HW
HW
Agnostic
On-demand Custom
configuration
design
Platform-agnostic
engineering
outsourcing
Eng-to-eng
OEM PG eng
Engineering
outsourcing
(eServ)
OS/SW/MW
EngineeringProductOperationsServices
17. OEM Solutions17
Dell OEM services:
Part of every thing we do for you
Manufacture
SupportDesign
FulfillEngineer
Dell Services
EngineeringProductOperationsServices
19. OEM Solutions
Testing, validat
ion and
certification
• Add parts/increase capacity
• Ruggedization
• CAD reviews
• QA/post-launch support
• Modify hard drives
• Custom small boards
• Add-in card design
• Bezel design
• USB custom connectors
Mechanical
19
Engineering competencies
Enable custom integration of hardware and software
• Power measurements
• Schematic capture/board
level layout reviews
• Power LED displays on
appliances or bezels
• Thermal airflow testing
• Adjust power-button
placement
• EMC testing
• Cable design and routing
Electrical
Custom
OS/software
• Shock and vibe
• Long-life reliability
• Stress tests
• QA
• Regulatory updates
• Thermal waivers
• Performance
tuning/optimizations
• Qualify non-standard
components
• SW usability
• BIOS
customization/support
• GPU support
• Multiyear postproduction
support
• Driver modifications
• Legacy software/driver
support
ServicesEngineeringProductOperations
20. OEM Solutions
Design approach
• Investment sizing
• Develop an engineering
schedule
• Scope NRE requirements
• Provide scenario planning
options for customer
evaluation
• Solution design and launch
trade-off analysis
• Vendor/component
recommendations
• Develop statement of work
• Detailed solution design
(electrical and mechanical)
• Proof of concept
• Lifecycle management and
consultation
• Custom industrial design
• BIOS, board customization,
develop new boards
• Regulatory certification
• Leverage Dell quality processes
• Leverage Dell supply-chain excellence
• Engineer-to-engineer launch support
• Project management
• Performance tuning
• Customer communication/status updates
ServicesEngineeringProductOperations
20
21. OEM Solutions21
Global field engineering
OEM has access to 5,000+ Dell engineers across all product lines
OEM customer engineering pre – and post-sales support team
Sustain
Design
ServicesEngineeringProductOperations
• 40+ global field-based sales engineers
• OEM design consulting
• Complex configuration assistance
• Platform selection
• Exclusive, long-range view of product roadmaps
• Access to 5,000+ Dell engineers WW
Customer
development cycle
• Lifecycle management consulting
• Access to Dell SW and tools
• Tech support escalation assistance
• Interface to key technology partners
• Bridge from customer to Dell engineering
• Access to 5,000 + Dell engineers WW
22. OEM Solutions22
Lifecycle management
Extended-life versions of Dell’s largest-selling OEM ready
platforms developed to help OEM customers transition
to the next-generation processor and chipset solution
at their own pace
• Deployment
• Systems management
• Systems engineering
• Software development
Engineering Services
• Comprehensive lifecycle management
• Proactive notification of changes
• Managed transitions with lengthy overlaps
• Extended component availability
ServicesEngineeringProductOperations
23. OEM Solutions23
Performance testing/quality assurance
ServicesEngineeringProductOperations
Power
Thermal
airflow
QA Reliability
Performance testing
Supplier management/audit
ISO-certified manufacturing processes
Copy-exact worldwide
Dell OEM manages the regulatory certs for you
Inventory forecasting and staging per your requirements
26. OEM Solutions
We simplify your development and manufacturing processes
through our globally standardized program governance so that
you can reduce costs, improve productivity and deliver consistent
quality to your customers.
26
Global business operations
for OEM Solutions
Fulfill-
ment
Planning
Transition
management
Inventory
management
SolutionsProgram
Simplification
Customization
Optimization
Product launches
Process
engineering
Governance
ServicesEngineeringProductOperations
27. OEM Solutions
Optimize your global supply chain to lower costs
Successfully launch products
• Simplify your design, manufacturing and fulfillment processes
• Coordinate schedules and rollouts to shorten your time-to-market
• Scale staffing resources for global launches
• Launch multiple, parallel products
• Minimize process and issues escalations
27
Our OEM Program Management Office
(PMO) can help you
ServicesEngineeringProductOperations
Manage your products’ lifecycle
Maintain quality and sustainability
Effectively manage your planning and inventory
• Manage unique parts inventory and planning
• Mitigate product transition and custom components risk
28. OEM Solutions28
Project management methodology
Global standard approach to project management
Project Management Institute (PMI)
standards
Proprietary Dell knowledge
Dell OEM Solutions project
management framework
Phase Review Process (PRP)
Define
Plan
Develop
Launch
Sustain
Highest industry and proprietary standards
ensure crisp execution for every project
ServicesEngineeringProductOperations
29. OEM Solutions
OEM project development and manufacturing
process – a differentiating approach
Your dedicated PMO coordinates engagement and development
with OEM Solutions experts across Dell so you benefit from:
• Extensive knowledge of internal Dell operations
• Solution guidance and architecture
• Effective planning and inventory management
• Cross-functional support experts
• Simplified program operations
• Repeatable, sustainable and high-quality OEM Solutions
29
ServicesEngineeringProductOperations
Program management office
Product
group
Sales
support
Order
fulfillment
Fulfillment
services
Production and
sustaining
Development
30. OEM Solutions30
Global business operations for OEM:
Who we are – by the numbers
Average annual statistics
Program/project
management
Americas Europe Asia Global
Number of dedicated
OEM PMs
>17 >18 >13 >54
Number of locations/
countries where
PMs are located
2/United States,
Panama
9/UK, Ireland, France,
Germany, Netherlands,
Sweden, Poland
4/China, Japan,
Malaysia, India
Global
PMI trained >80%
Combined years of
OEM/PM experience
>270 years
Dell Business Process
improvement certification
>20 OEM project managers certified
Number of customized
projects completed
>580 >510 >230 >1,300
Fulfillment/supply chain
Number of custom
components
>283 >182 >9 >474
ServicesEngineeringProductOperations
31. OEM Solutions
We scale our service levels
to your unique business needs
31
OEM business operations services tiers
Project
coordination and
process guidance
comes standard on
all OEM orders
Operations
support
Project
management
(includes operations
support items)
Program
management
(includes operations and
project management items)
Value-added,
dedicated project
management
support for
standard product
customization
Value-added,
dedicated program
management
support for
complex, non-
standard product
customization
ServicesEngineeringProductOperations
32. OEM Solutions32
Global business operations for OEM Solutions
make the complex simple and affordable
WithWithout
Cost Cost
ServicesEngineeringProductOperations
Source
Test/Verify
Support/
Lifecycle
Mgmt
Logistics
Ship
Warranty
Fulfill
Innovation
Manufacture
34. OEM Solutions34
Rack servers
Tower servers
Blade servers
PowerVault, Del
l/EMC and
EquaLogic
PowerConnect,
infiniBand and
Fibre
Dell
PowerEdge
servers
Client
portfolio
Software and
peripherals
OS
Printers
Third-party
software
Displays and
monitors
Cables and cards
Dell’s entire
catalog of third-
party products
ServicesEngineeringProductOperations
Optiplex
desktops
Precision
workstations
Latitude
notebooks
Dell
storage and
networking
Dell products
35. OEM Solutions
• Industrial PC – Premier offering from tier-one manufacturer
• Small and thin-client – Small-form-factor products work as
dumb terminals and digital signage
• Performance – Solve extreme compute or storage challenges
• Mobile – Tablets, netbooks and mobile workstations
• Rugged – If your customers use your products in challenging
environments, rugged systems with unique mounting solutions
can help
Client
portfolio
35
ServicesEngineeringProductOperations
36. OEM Solutions
• Designed for performance-Intensive applications – Find
the tower, rack or blade servers that best suit your needs
• Versatile – Server portfolio offers increased memory
capacity and I/O rates, for intense applications in
demanding environments
• Manageable, scalable and flexible – Range of options with
easy configuration, powerful open-standard systems
management, scalable storage, and flexible services
PowerEdge
portfolio
36
ServicesEngineeringProductOperations
37. OEM Solutions
• Comprehensive – Storage portfolio includes the EqualLogic™,
Dell/EMC and PowerVault product lines to meet your needs
• Smaller footprint – Advanced backup and optimization techniques
such as deduplication and thin-client provisioning
• Efficient – Improve data protection while cost-effectively meeting
data availability, retention and recovery requirements
• Streamlined – Minimize complex tasks to enable fast and flexible
storage allocation
Storage
portfolio
37
ServicesEngineeringProductOperations
39. OEM Solutions
Product
countdown
Product
end-of-life
RTS
12 months
before RTS
Planning
Testing
Product
forecasting
3 months
before RTS
Roadmaps created
Marcom
Sales
forecasting
Product transitions overview
Begin customer transition
ImageWatch online tool
• Six-month roadmap outlook of
product
changes, platform, peripheral, softw
are and OS
• Proactive communication
• Classifies image impact of
upcoming changes
Dell team
• Account team shares roadmap
information consistently
• Plan for transition NPI and
end-of-life demand
90 – 120 day transition period
Launch of
new transition
product
39
ServicesEngineeringProductOperations
40. OEM Solutions40
Your roadmap is our roadmap
Blue = Dell product
Yellow = Customer product
“Crystal”
“Galaxy”
“Intelligence”
Your Solution Q1 Q2 Q3 Q4 Q1 Q2
LM40
OptiXE
X400 (continued)
X270 (continued)
3000 (continued)
X50
X280
4000
4000
Gap?
LV420
Opti780 Opti780 Opti790
Precision XYZ
PE R710 PE R710 XL
PE R710 II
R610 R620
PE R720
ServicesEngineeringProductOperations
41. Do what you
do best.
Innovation
41
ServicesEngineeringProductOperations
Dell OEM business unit is the best-kept secret about Dell!There is an abundance of resources available to you.Dell OEM doesn’t sell into the IT environment, we work exclusively with companies – like yours – to help you build your own products and solutions. My role is to work with you, in a continuous exchange, to help you easily access Dell’s resources to meet your specific needs.Because we’ve been in operation for 12 years, we have substantive experience working with >2,000 customers in more than 40 verticals. Global operations in 180 countries:Manufacturing and proven support infrastructure to meet your needs.Now we have OEM versions of most of our products – a massive benefit for customers, who get the reliability and quality of off-shelf + the customization and flexibility to make Dell products your own.Global footprint – we become your virtual infrastructure.
Every customer is different, but often face common issues.(Sales should query the customer here.)What are your best practices in these areas?How do you manage/handle:Product quality?Logistics?Services and support?Change management?Do you also face challenges in these areas? If you’re using an ODM or contract manufacturer, managing logistics can become a costly headache.Product quality is the reason Google came to Dell.Services and support: If you’re expanding internationally, this can be a big challenge.If working with multiple vendors, it’s hard to keep track of theirrev/new-product cycles. If you’re working with HP or IBM, they may be forcing you to pre-commit to forecasts – which could change significantly.
Speaking track:Our added capabilities, expertise and experience are only part of the story. Our unique delivery methodologies make us truly differentiated. For example, we automate the delivery as much as possible, whether it is using SaaS technology for asset management, an MRI for consulting, or providing online and proactive support options. We start by looking at the fundamental issues facing your business, listen to your vision of the solution, and find the most creative and integrated way to deliver that vision that meets the needs of all your stakeholders and stays within your budget. We call it the WADI (Workshop, Assessment, Design, Implementation) methodology. A step-by-step, collaborative approach to developing the right customized solution for each organization, helping you restructure the way your company does business.Our OEM Solutions team is made up of experts across the OEM value chain, including program-management, technology, and business-process experts.
This is our OEM Services capabilities portfolio through the customer lens. These services are aligned to the customer’s process:Installation Configuration Fulfillment To boil down Dell’s services capabilities for OEM: design, manufacture, support.We have custom installation services. Application services came with a ton of capabilities from the Perot acquisition.Testing/validation services – exist today but more investment to build those out going forward.Cloud services – how to deliver SW via the cloud; our customers are still in the mode of how we do it and in what direction.Engineering services – heard from many customers that want access to Dell’s engineering expertise on our own products and how they incorporate into your product/solution.
For today’s discussion, we will discuss all the customization services outside of PG customization. (Review slide details and emphasize with talking points below.)Our customization services brings together Dell’s expertise in software and hardware customization as well as image and asset management services. Throughout the deployment process, Configuration Services offers a range of solutions from the simple to the highly complex. We help OEM customers reduce costs and streamline process, freeing up resources for innovation and competitive advantage.Customer “pain points” to listen for: Image Management: “It’s time-consuming and costly to create and maintain images.”Application Services: “It’s difficult to deploy, install and uninstall applications.”Hardware Customization: “I wish our systems arrived with all the configuration needs pre-installed.”Benefits:High margin servicesClose to the boxReduce customer costMake deployment easierImage Services include: ImageDirect, Image Factory Load, Image Consulting.Application Services include: Inventory and Rationalize, Application Compatibility, Remediate/Application Packaging.Hardware customization includes: Custom HW/SW integration, Asset Tagging, supply chain/procurement (3rd-party hardware, recommended vendors, consigned components), custom CFI process, controls, component installations, custom configurations, parts replacement program, and customized, fully configured racks).
CSE Facilities4500 sq. ft. in world-class lab space that is shared with a few other solutions development groups. CSE's lab contains a 225 sq. ft. conference/demo area that is equipped with a projector, KVM access to servers in our datacenter, and several desktop PCs. We also have Internet provisions so that a customer can retrieve email or VPN to their office.How involved is CSE?CSE was involved in nearly $500M of Dell Server and Storage wins in 2007.How does a CSE engagement work?Most CSE solutions provide a 30-day custom support agreement. Support details are outlined in the Statement of Work that is sent to the account team before the project begins. It is the responsibility of the account team to explain the support agreement to the customer. If the customer requires more than a 30-day support agreement, CSE will work with you and the customer to work out a mutual support agreement. This needs to be done prior to any engineering work. If an agreement can't be reached, CSE will decline the opportunity.Each CSE engagement is custom to that customer and cannot be shared with any other customers.
Go to Market FasterStreamlined Customization: Provided by the OEM-Ready platforms, customization comes in the form of a nonbranded server (absent of exposed Dell branding) which allows a customer to rapidly create brand on the platform. Proven Dell Hardware: OEM-ready platforms are based on standard Dell solutions and leverage the thousands of engineers, hundreds of hours of testing and QA, support resources, and supply-chain expertise that come with all Dell hardware platforms. Simplified Regulatory Process: Dell performs all the required regulatory certifications on the OEM-ready hardware platforms for most markets, so even after some branding work by the customer, the platforms will not require any additional regulatory approvals in most markets. Run Your Operations BetterAward-Winning Global Supply Chain: Dell’s supply chain is well known throughout the world and recognized by many as one of the best. We control every aspect of every part we use in our platforms, from design to manufacturing to testing, and we expect every component and assembly to meet our strict standard for performance, quality and reliability. We also monitor and improve the inventory and delivery of all components and assemblies used in our systems to ensure on-time delivery at the lowest possible costs to the customer. Trusted Global Service Organization: With a global footprint for post-sales service and support, Dell can ensure an OEM customer’s solution is up and running for years to come. Grow Your Business SmarterReduce Resource Requirements: With Dell providing a complete hardware solution and most post-sales support services, an OEM can reduce their hardware development and support infrastructure and focus resources on developing their software and solutions.Effectively Manage Cost: Dell’s hardware and support are well-defined costs which can be managed through the relationship, and no unexpected surprises are likely to suddenly impact business for an OEM. Dell manages the costs of components, parts and services and the scale with which Dell does that reduces the impact on individual solutions almost completely. Focus on Core Business: When the OEM customer is not concerned about hardware design, quality, supply chain, or support, they can focus instead on the solution they are selling, marketing, inventing and producing the products their customers want to buy.Improve Customer Loyalty: Dell’s consistent supply chain, high quality and reliable platforms, and post-sales support all lead to happy end customers who recognize the quality, consistency and uptime of the solutions they are buying from the OEM customer.
CSE Facilities4500 sq. ft. in world-class lab space that is shared with a few other solutions development groups. CSE's lab contains a 225 sq. ft. conference/demo area that is equipped with a projector, KVM access to servers in our datacenter, and several desktop PCs. We also have Internet provisions so that a customer can retrieve email or VPN to their office.How involved is CSE?CSE was involved in nearly $500M of Dell Server and Storage wins in 2007.How does a CSE engagement work?Most CSE solutions provide a 30-day custom support agreement. Support details are outlined in the Statement of Work that is sent to the account team before the project begins. It is the responsibility of the account team to explain the support agreement to the customer. If the customer requires more than a 30-day support agreement, CSE will work with you and the customer to work out a mutual support agreement. This needs to be done prior to any engineering work. If an agreement can't be reached, CSE will decline the opportunity.Each CSE engagement is custom to that customer and cannot be shared with any other customers.
All XL products will have a defined lifecycle; this lifecycle may vary by product but in general we’re planning to allow customer 12 months from the next-generation products intro or RTS date to make the move. So in the case of the R710 XL w/Westmere, it will EOL at the R720 RTS date plus 12 months. There are three categories or classes of components that we’re including in this program. Class 1 components are critical and will be locked down for the life of the XL product. Class 1 components may vary slightly by product but will usually include things like chipsets, processors and system boards.Class 2 components are also important and need to be managed. We will do our best to lock down these components as well but if we must make a change we will inform our customers at least six months prior to the change. The components included in the class are proc and chipset steppings, on-board NICs, memory technology, etc.Class 3 monitored components are items that are not usually critical and will follow the Dell standard refresh cycle.
Can be modified for any product.
Mitigate product transition and custom components risk through effective inventory management and planning:Optimize your global supply chain to lower costsManage your products’ lifecycleMaintain quality and sustainabilitySuccessfully launch products:Simplify your design, manufacturing and fulfillment processesCoordinate schedules and rollouts to shorten your time-to- marketScale staffing resources for global launchesLaunch multiple, parallel productsMinimize process and issues escalationsEffectively manage your planning and inventory:Manage your unique parts inventory and planningMitigate product transition and custom components risk
Project management professionals leveraging industry-standard PMI knowledge base and Dell’s proven Phase Review Process for quality product launch.The PRP is Dell’s worldwide process that outlines the processes for defining, planning, designing, validating, deploying and sustaining Dell’s product and solution offerings.Define Phase: Document project requirements and scope; leverage any existing/past projects’ learnings; create project charter and Milestones.Plan Phase: Establish responses to the program requirements and scope; build the detailed project schedule and document all key commitments to complete the Project Plan.Develop Phase: Implement core team functional plans in support of the documented project plan.Launch Phase: Complete project pilot; complete training; and ensure a successful market launch.Sustain/Close Phase: Assure project solution ongoing quality and sustainment; transition to sustaining contacts if appropriate; document, close and disengage formally. Dell’s Project Management Office leverages PMI practices throughout every phase of the project.Dell has hundreds of trained, certified and experienced project and program managers on staff – customers can access this expertise.Project management standardization summary:Process: Global standardization of project management processes and PM tools with alignment to PMI standards.People: 100% of Dell project and program managers are PMI-trained.
Snapshot of the OEM development process and players involved:Multiple groups, handoffs and moving parts.Operations is the one group, other than sales, that touches each team involved in the overall solution.Representation of the relationships that the OEM PMO covers:We govern all pieces for the customer.Different components/functional teams accountable for their piece.We own the timelines for product launch.Simplify with one point of contact with overall program/product manager so that all the teams work together to stay on schedule.Support/escalation for sustaining.
Number of customized projects completed equals combined CFI, PG, CFS custom projects.
Standard Support:Basic project coordination and process guidanceOrder managementStandard reportingImageWatch on boardingInternational shipping/purchasing assistanceManufacturing backlog supportBulk tag transfer assistanceEmbedded OS order reporting and complianceProject/Operations Management:Dedicated project management Solution consultation and designProject launch supportSupply-chain adviceDell standard customizationAccount on-boardingCross-functional project coordinationFirst article review – key to help with faster time-to-market, right-first-time review processProgram Management:Dedicated program management Non-Dell standard customizationGlobal product launch coordinationFirst article reviewDemand planning and supply-chain managementProcurement and inventory management/planning, including third-party vendorsProduct and component transition planningOrder fulfillment and deliveryQuarterly account reviews
Managing procurement, planning, launch timelines, multiple vendors, etc. – in other words, many complex functions and processes are managed by Dell’s OEM PMO, making it simpler and cheaper for the OEM customer.
CSE Facilities4500 sq. ft. in world-class lab space that is shared with a few other solutions development groups. CSE's lab contains a 225 sq. ft. conference/demo area that is equipped with a projector, KVM access to servers in our datacenter, and several desktop PCs. We also have Internet provisions so that a customer can retrieve email or VPN to their office.How involved is CSE?CSE was involved in nearly $500M of Dell Server and Storage wins in 2007.How does a CSE engagement work?Most CSE solutions provide a 30-day custom support agreement. Support details are outlined in the Statement of Work that is sent to the account team before the project begins. It is the responsibility of the account team to explain the support agreement to the customer. If the customer requires more than a 30-day support agreement, CSE will work with you and the customer to work out a mutual support agreement. This needs to be done prior to any engineering work. If an agreement can't be reached, CSE will decline the opportunity.Each CSE engagement is custom to that customer and cannot be shared with any other customers.Rack servers Industry-leading performance and efficiencyTower servers Flexibility and high availabilityBlade servers Most manageable, flexible, energy-efficient blade system availableOptiplex desktops Model of efficiencyPrecision workstations Work without limitsLatitude notebooks More security, less complexityPowerVault, Dell/EMC and EquaLogic Direct-attached Network storage Object storagePowerConnect, infiniBand and Fibre Managed switches Fibre channel interconnects Network interface cards
There are a lot of options. We can do a simple re-badge or create a completely customized look and feel to the product. We’re starting to provide the ability to co-brand and we’re also doing much more in-depth customization, where we make engineering changes to a product to meet the need of a specific customer. Let’s take a look at all of these in a little more detail.