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Page 1: Dell oem capabilities

Dell OEM capabilities presentation

Presenter nameTitle

Page 2: Dell oem capabilities

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

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OEM Solutions3

Continuous changemanagement

Growing support and services demands

Product quality Complex logistics

Innovation

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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

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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

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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

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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

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Services

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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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OEM Solutions13

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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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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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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Engineering

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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

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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

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Engineering

Hardware

Software

Mechanical

Electrical

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OEM Solutions

Operations

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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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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

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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

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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

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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

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OEM Solutions

Product

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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

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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