mgmt 650 km project
TRANSCRIPT
MGMT 650: KNOWLEDGE MANAGEMENT
CASE STUDYDELL COMPUTER CORPORATION
A ZERO-TIME ORGANISATION
BY: EWELINA MARUT, ALEXANDER HENRY, WINFIELD WILLIS, EMMANUEL TSELENTAKIS, JOSH UGWUNERI
● Dell, Fortune 500 company at the time of article (no longer Fortune 500 as of 6/2014)
● Founded in 1984● Heavy in the computing/ tech industry● Zero Time organization
Introduction...
IT Systems
● Went from basic process requests to E-commerce site
● FAQ site● Tips & Bug Fix tool
● Configurator*
Employee Integration
● “Zero-Management Gap”● Decentralized● Employee and Customer Interaction● Executive and Employee
Communication● Intranet● Empowering Emails
Dell’s Approach to solving Management issues due to new IT systems
Dell’s CEO push to optimized the supply chain model
The result:
• New IT systems added Business intelligence • Call center were phase out• The company expanded• Customer deliverables and expectation rose
How did Dell’s Management Response?
The Customer Connection grew stronger- To adapt faster than the completion- BI Tracking inventory and purchase
Call center VS the Internet portal- Employees and service restructure- Huge spikes sales
Expansion- Six new plants around the world- 16,000 works were added in Texas alone
How did Dell’s Management Respond...Continued
Customer deliverables and expectations - Guarantee Delivery a custom desktop in 5-7 days- Last minute custom changes- Lower prices without lower quality
Employees also faced issues with IT System
Dell’s Employees had to meet the new demands
The result:
• New role and responsibilities• Increased productivity and quality• The Zero Time organization effect
The Employees Changes
New Tasks- Technical support tool - Breaking down customer surveys- Processing Internet orders
Increased productivity- The optimized supply chain
The Employees Changes..Continued
The power of Knowledge
- Worker have to set up to me customer demands- New hires got 75% of the training budget- knowledge transfer, and learning curve - Less time reduced risk and increased bonuses
Zero time Organization (it can be done now)- Pulling data to meet customer needs- Training favored the educated- Stealth Learning
Working Knowledge concepts
● Values and Beliefs● Information● Turning Employees into experts● Creating Corporate Assets and
Sustainable Advantages
Working Knowledge Concepts
conti...● Limited Knowledge Market Politics● Unique Pricing System● Limited Trade Barriers● Maintained Trust
Working Knowledge Concepts
conti..● Adaptation ● Knowledge Networking
Dell Case Study Weaknesses
● Not much emphasis on the forecast process
● Dependence on other manufactures● How does Dell win their
manufactures and big customers loyalty?
● Information/process was not included in regards to changing data into useful information.
● Failure to mention Demos for new processes and technology systems used.
4 Quadrants
Intellectual Capital•Dell’s Human Capital: individual Capabilities•Dell’s Social Capital: Collaboration, lowers transaction cost, increases quality of knowledge and creates inimitable comp. advantage.•Dell’s Structural Capital•Dell was a Learning corporation•Dell built tangible and intangible assets.
Tacit Knowledge&Unarticulated Needs•Provider Organization- knowing what is possible.•Market place-Knowing what the market needs.•Determining the market for an innovative process and product.•Inquiry , Concept engineering and User customization.•User customization:1.Intangible attribute2.Requirements3.Unarticulated needs.
Knowledge Era•Employee, Customer, Process and Know-how combination for knowledge production.•Dell’s main strengths.•Measuring Capital•Intellectual Capital Management1.Inputs2.Processes and Enablers3.Outputs
•Future Orientation