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Dell OEM capabilities presentation
Presenter nameTitle
OEM Solutions2
Dedicated resources and capacity
• Dedicated OEM engineers• 250 custom projects annually• 250+ sales/support team
Deep, broad experience
• 40+ industry verticals• 12-year track record• 2,000 OEM customers
OEM-capable products
• Standards-based products• Access to full Dell portfolio• Leverage Dell’s buying power
Flexibleservices
• In-factory customization• Online parts dispatch• Mission-critical support
Global reach• Owned support in 180 countries• Worldwide fulfillment model• Country-specific regulatory
expertise
OEM Solutions3
Continuous changemanagement
Growing support and services demands
Product quality Complex logistics
Innovation
OEM Solutions4
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
Product
Operations
Engineering
Services
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 emissionsavoided by Dell Desktop Solutions customers
Registered users on Dell community
Product design honors and awards to Dell in 2009
IT company to introduce an80 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
OEM Solutions
Sameer GardeVice president, General managerDell OEM solutions
Executive leadership
Brad R. AndersonSenior vice presidentEnterpriseproduct group
Jeffrey W. Clarke Vice chairmanOperations andtechnology
Ronald G. GarriquesPresidentCommunicationsolutions
David L. Johnson Senior vice presidentCorporate strategy
Steve H. PriceSenior vice presidentHuman resources
Stephen F. SchuckenbrockPresidentLarge enterprise
Peter A. AltabefPresidentDell services
Stephen J. FelicePresidentConsumer, small and medium business
Brian T. GladdenSenior vice presidentChief financial officer
Lawrence P. TuSenior vice presidentGeneral legal counsel
Michael S. DellChairman of the BoardChief Executive Officer
Paul D. Bell
PresidentPublic
Karen QuintosSenior vice presidentChief marketing officer
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OEM Solutions7
The Dell OEM Solutions story
1984 Dell
founded
1998 Dell OEMfounded
2002 firstOEM-readyplatform
2004 Dell OEM revenue$200M
2006 Dell OEM designs first
custom chassis for Google
server
2010 DellOEM
revenue$1.5B+
2010 DellExtended
life program launched
2010 launch ofOptiXE
2009Dell opensAPJ office
Long Life Precision
workstation launch
2008 Dell OEM launches
CR100 (1st OEM platform)
Dell OEM opens
EMEA office
OEM Solutions
Dell OEMSolutionscustomers
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OEM Solutions
The best of all worlds
SpecializedOEM knowledge
Supply-chain efficiency
Other tier one
Whitebox
Systemintegrat
or
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Globalpresence
Services
OEM Solutions11
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)
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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
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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
DesignManufactu
re and fulfillment
Globalsupport
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
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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
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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
ProSupportfor IT with enterprise-
wide contract
ProSupport ProSupportfor OEM
Basic warranty
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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
Covera
ge
Dell HW
HW Agnostic
On-demand Customconfiguration
design
Platform-agnostic
engineering outsourcing
Eng-to-eng
OEM PG eng
Engineering outsourcing
(eServ)
OS/SW/MW
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Dell OEM services: Part of every thing we do for you
Manufacture
SupportDesign
FulfillEngineer
Dell Services
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OEM Solutions
Engineering
OEM Solutions
Testing, validation
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
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Engineering competenciesEnable 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/softwar
e
• 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
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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
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Global field engineeringOEM has access to 5,000+ Dell engineers across all product lines
OEM customer engineering pre – and post-sales support team
Sustain
Design
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• 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
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
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Performance testing/quality assuranceS
erv
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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
OEM Solutions24
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Engineering
Hardware
Software
Mechanical
Electrical
OEM Solutions
Operations
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.
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Global business operationsfor OEM Solutions
Fulfill-ment
Planning
Transition management
Inventory management
SolutionsProgram
Simplification
Customization
Optimization
Product launches
Process engineering
Governance
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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
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Our OEM Program Management Office (PMO) can help you
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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
OEM Solutions28
Project management methodologyGlobal standard approach to project management
Project Management Institute (PMI) standards
Proprietary Dell knowledge
Dell OEM Solutions project management frameworkPhase Review Process (PRP)
Define
Plan
Develop
Launch
Sustain
Highest industry and proprietary standards ensure crisp execution for every project
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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
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Program management office
Product group
Sales support
Order fulfillmen
t
Fulfillment services
Production and sustaining
Development
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 wherePMs 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
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We scale our service levels to your unique business needs
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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
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Global business operations for OEM Solutions make the complex simple and affordable WithWithout
Cost Cost
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Source
Test/Verify
Support/ Lifecycle
Mgmt
Logistics
ShipWarran
ty
FulfillInnovation
Manufacture
OEM Solutions
Product
OEM Solutions34
Rack servers
Tower servers
Blade servers
PowerVault, Dell/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
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Optiplex desktops
Precision workstations
Latitude notebooks
Dellstorage and networking
Dell products
OEM Solutions
• Industrial PC – Premier offering from tier-one manufacturer
• Small and thin-client – Small-form-factor products work asdumb 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 solutionscan help
Client portfolio
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• 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
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• 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
Storageportfolio
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OEM cosmetic customization capabilities
Painted
Custom
Skinned
Dell badge
Custom badge
Generic badge
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OEM-ready Bezel designs Co-branded
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Product countdown
Product end-of-lifeRTS12 months
before RTS
PlanningTestingProduct
forecasting
3 monthsbefore RTS
Roadmaps createdMarcom
Salesforecasting
Product transitions overview
Begin customer transition
ImageWatch online tool• Six-month roadmap outlook of
product changes, platform, peripheral, software and OS
• Proactive communication
• Classifies image impact of upcoming changes
Dell team• Account team shares roadmap
information consistently
• Plan for transition NPI andend-of-life demand
90 – 120 day transition period
Launch ofnew
transition product
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Your roadmap is our roadmap
Blue = Dell productYellow = 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
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Do what you do best.
Innovation
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Let’s talk. today. www.Dell.com/oem
blog.delloem.com