1

Onsite Service & Parts Inventory Management Solution

Direct Customer Stocking Solution

2

Strategic Advantage

Enhanced Service Offerings

Brand Reinforcement/Loyalty

New Revenue Opportunities

Customers Satisfaction• Customers Want It

Beyond 3PL Reach

Global Visibility & Control of Supply Chain• Beyond the ERP,MRP• Consumption Data

Service, Service, & Service

3

plan Assessment, Design and Implementation Services

IT ArchitectureSoftware MigrationSystems Consolidation

Deployment Services

Asset DiscoveryApplication PackagingImage ManagementCustom Factory IntegrationInstallation

Asset Recovery, and Recycling ServicesDisposal DonationValue Recovery Lease Return

Training Dell Hardware Training and CertificationServices Infrastructure Software Training and Certification

PC Skills and Professional Development Training

Enterprise SupportServicesPlatinum, Gold, Silver SupportBasic SupportDell/EMC Maintenance

Client SupportServicesGold Technical SupportBasic SupportCompleteCareTM

Dell Inc. Seven Infrastructure Service Suites

implement

maintain

ManagedLifecycleServices

Enterprise: server/storage Client: desktop/notebook

4Technician will be dispatched if necessary in parallel with phone-based troubleshooting for Severity Level 1 issues on systems with Gold or Platinum two-hour or four-hour on-site response service. Service may be provided by a third party. Subject to parts availability, geographical restrictions and terms of service contract. Service timing dependent upon time of day call placed to Dell. U.S. only.

Dell’s Enterprise Support Provides Flexible Options to Maximize Uptime and Better Manage Costs

5

• Identify & eliminate gaps• Improve Capabilities WW• BoB implementation for

Cost and CE• Encourage cross-regional

ownership

Deployment

WW Leader:

Enterprise Command Center

WW Leader:

Enterprise Service Force

WW Leader:

Technical Account Managers

WW Leader:

4-Hr Parts/Log WoB to BoB

WW Leader:

4-Hr DSP WoB to BoB

WW Leader:

Same Day Planning Tool

WW Leader:

Server

WW Leader:

Storage

WW Leader:

WW Leader establishes WW teams and

governance

Team defines Quarterly Goals and FY Priorities

ETF Conference call early each quarter to

give ETF Steering Committee overview of

teams and quarterly objectives

(10 minutes each)

WW Leader responsible for driving successful completion of goals

worldwide

ETF Conference call at EoQ prior to WWSC face-to-face to report results

(15 minutes each)

Frequency/Structure of Operational meetings necessary to achieve

goals determined by team

Governing Globally - ETF Framework

6

Focused Enterprise Services Organization w/ Fully Integrated End to End Support Accountability

DeploymentDeploymentSolution Design /

Operations

Solution Design /

OperationsPhone

SupportPhone

Support

Field Service & Logistics

Field Service & Logistics

CustomerCustomer

Enterprise Command Center

End-to-End Enterprise Accountability

Red until Proven Green Mentality

7

• 5 Enterprise Command Centers • 15 Enterprise Expert Centers• >3,000 certified professionals• >350 local 4-hr parts depots

• 2 million annual Enterprise Support calls• 120,000 annual customer “cases”• 4,000 SAN deployments

Dell Has Invested in a Global Infrastructure to Better Support Mission Critical Systems

8

• CENTRALIZED, END-TO-END

• 24 X 7 X 365 OPERATIONS

• PROVIDING BUSINESS CRITICAL INCIDENT MANAGEMENT

• PROACTIVE EVENT MONITORING

• CRISIS MANAGEMENT

ECC Geographic Mapping Tool ECC Dispatch Monitoring Tool

This Infrastructure Includes Enterprise Command Centers for Proactive Problem Management

Americas EMEA Japan China

9

• Clear Vision of Customer Expectations

–Support from the Top

–Listening Posts

• Monitor Progress: Measures and Goals

–CE Metrics

–Customer Feedback

• Ability to Respond: Drive Changes / Improvements

–BPI

Clear Vision of Success

Clear Vision of Success

Monitor & Measure Progress

Monitor & Measure Progress

Respond Quickly

Respond Quickly

BPIModel

1. DefineWhat’s the problem?

Who can fix it?What’s the process?

1. DefineWhat’s the problem?

Who can fix it?What’s the process?

2. MeasureCan I explain a

problem with data?

2. MeasureCan I explain a

problem with data?

3. AnalyzeWhat’s the real

problem?

3. AnalyzeWhat’s the real

problem?

4. ImproveLet’s improve the

process!

4. ImproveLet’s improve the

process!

5. ControlDid we improve?Was Customer

Satisfied?

5. ControlDid we improve?Was Customer

Satisfied?

6. Report

Tell others.6. Report

Tell others.

Critical Success Factors

Using Dell’s BPI Process (Six Sigma) to methodically reduce process variance

Critical Success Factors

10

Tech Support

Americas Enterprise LogisticsRight Part, Right Place, Right Time

Pick, Pack and Ship

Parts Dispatched

Parts ReplacedDefective Parts

Returned

Functions

• Distributed Inventory Planning

• Service Parts Delivery

• Returns Management

• Latin America Repair

• International Logistics

• Custom Services for the Americas

• Onsite Parts Management

Scope

• Next Business Day (NBD) in Canada and Latin America

• 4HR in all of the Americas

• 2HR in USA

• Global Programs/Solutions

• OCONUS/Kuwait Hub

• Global Customer

• Onsite Parts

11

Custom Services

Activities/Systems

• Out of Range - Support for customers located out-of-range from local parts / service depot

• Datacenter Moves - Proactive parts stocking / support• Customer Specific part stocking levels – Customer funded per agreement • Dedicated customer hubs• Onsite spare parts for Self-Maintainers

Cu

sto

m

StorageStorage - - Inventory Inventory Cages/Lockers/RoomsCages/Lockers/Rooms

Secure, controlled onsite inventory

• Secure Storage Cabinet• Wireless or Direct Network

connectivity• Wireless scanner

• Web based stock scanning • Customer provides PC and

storage units

OISOIS - - Online Inventory SystemOnline Inventory System

Traceable, controlled onsite inventory

12

Spare PartsInitial seed stock of spare parts, customized and planned to support customer’s onsite Dell systems, with option to include non-Dell product service parts

Service Contracts • 3 year service and support; 7 x 24 x 365• Global offering through custom services

Online Inventory management Web Site• View sites on-hand stock, shelf location, description and substitutions.• 48 hour automated part replenishment.• Online Reporting and Activity History.• Purge/Audit notification

Onsite Parts Service Provides Availability 7x24x365

Online ServiceOnsite PartsOnsite Parts Service ContractsService Contracts

Gold Enterprise Support

13

OPS – Locker Offering

Secure Storage Cages/Cabinetsor Room

Access Control

• Pin Number• Smart Card• Online Unlock

Online Service Provides a password protected logon to site specific views.

Online access to many features and reporting functions

14

Scan Based Inventory Management

Locker based scanning

Easy Scan based functionality

View On hand Inventory • Plan part • Sub part • Part Description • Shelf location

Sort stock online by any column.

15

Implementation Steps

StageStage

• Identify Onsite users

to access locker

• Order Solution equipment

• Order seed stock

Install

• Receive equipment & install / establish connectivity

• Create access cards for users

• Receive Inventory & stock

LaunchLaunch

• Log on

PlanPlan

Define Product to support

by qty & location.

~Service Tag List or

~Product type/ configuration

Determine appropriate stock

Determine locker requirement

Dell Inventory Solution can be implemented quickly & seamlessly.

Average 90 Days

16

Service and Replenishment DELL

Seed StockDemand Analysis

Inventory ChangesReplenishment

CUSTOMERWarrantyBreak-Fix

Transactions & PINew Product Notification

Return Parts

SeeControlWeb Interface

Inventory, Location, Reports Part Data

Supply and ReplenishmentReturn

17

Onsite Product Guide

Choose one of these standard options or let Dell build an onsite solution for you, customized to meet the needs of yourenvironment.

Pricing, specifications, availability, and terms of offers may change without notice. Taxes, fees, and shipping and handling charges are extra, and vary. Dell cannot be responsible for pricing or other errors, and reserves the right to cancel orders arising from such errors.

Product Locker Solution Online Inventory Service

MaximumSite

Storage Limit

6 Lockers = 1 Main 5 Auxiliary Units

4 shelving Units

Gen

eral

Info

rmat

ion

Solu

tion

Fit Security

Features

HIGHSecure lockervisibility to all

activity

LOWInventory security

is a low priority

Space Requirements

Floor space, power, dedicated

IP address

- Secure storage area - PC w/ IP connectivity within view of inventory

OPS

Hardware

Heavy Steel Cabinet 7 x 4 x 2 425 lbs

Secure accessInventory Manager Real time IP connectivity

USB barcode scannerattached to a

customer provided PC

Cust

omer

Re

quire

men

ts

ResourcesAssign 2 personnel – site administrator

and site user

Assign 2 personnel – site administrator

and site user

Site Mgt Responsibilities

- Purchase of solution and initial seed stock - Systems supported have current service contracts - Scan inventory in and out - Retain AWB info for returned parts

- Purchase of solution and initial seed stock - Systems supported have current service contracts - Scan inventory in and out - Retain AWB info for returned parts

Heavy Steel Cabinet7ft. X 24ft. X2ft. 425 lbs.