By eweek  |  Posted 2006-09-13 Print this article Print

Dell has also adopted a new "resolve in one" mantra for its technical support. It aims to fix a problem inside of a single tech support call by beefing up the training of its technicians. Dell has also created a new DellConnect tool that can allow one of its tech support agents to remotely access a customers PC and fix some problems. Resolve in one "is the new battle cry," Rollins said. "Were working to create this model by improving the quality of our technicians and making sure that we hire the best and give them the best tools."
But for some the battle cry has sounded more like one to remove Rollins.
During a Q&A session, company chairman Michael Dell reaffirmed his confidence in Rollins, who has been with Dell for more than a decade in a number of top leadership positions. Dell even took some of the blame for the companys recent missteps. "I believe Kevin Rollins is an outstanding executive. I think characterization of the companys challenges being only of Kevins doing" are incorrect, he said. Given that Dell and Rollins run the company together, "if you want to blame somebody you can blame me too," Dell said. "Our company will continue to grow and prosper and do well. Any press speculation on [removing Rollins] is completely useless. Its not going to happen." Instead, Dell indicated, the company intends to move forward with its Dell 2.0 plan, the executives indicated. Of course, Dell 2.0 does involve changes to the way Dell works with suppliers, as well as an expansion to its factory network and even tweaks to its sales model, all in the name of efficiency, the executives said. Rollins said Dell will announce a factory in Western Europe in the near future. Meanwhile, its challenged its suppliers to help it build more energy-efficient products by supplying Dell with lower-power parts, he added. However, despite the potential to see some changes—Dell recently opened a store in Dallas, for example—the PC maker will continue to focus on direct sales, including methods such as direct-to-business and direct-to-consumer online sales, Dell said. "Its my belief that if you go forward another 5 years or 10 years, that the propensity for consumers to buy things online, including computers, will increase not decrease," Dell said. "But that doesnt mean we wont experiment and reach out to other means to reach the market." Ultimately, Dell aims to think more about the long-term relationships it has with customers, the executives said, and thus evolve from what they said is the best PC company to the best systems company. Editors Note: This story was updated to include information about new desktop PCs and comments from an analyst. Check out eWEEK.coms for the latest news in desktop and notebook computing.


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