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DCSE Program Definition:
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DCSE
Program Overview
- DCSE
Program is specifically designed for technicians that install
and service Dell products
- Dell
Services: Dell Tech Support, Dell Installation Service Provider
and Dell Service Provider
- Comprehensive
technical training prepares technicians for certification
- Associate
DCSE, Portables - 2 days of classroom training (self-study available)
- Latitude
and Inspiron notebooks
- Associate
DCSE, Desktops & Workstations - 2 days of classroom training
(self-study available)
- Dimension
and OptiPlex desktops and Precision Workstations
- Associate
DCSE, Servers - 2 days of classroom training (self-study available)
- Workgroup,
Departmental and Enterprise class PowerEdge servers
- Technicians
complete exams to achieve Associate level certification
- Associate DCSE,
Portables
- Associate DCSE,
Desktops & Workstations
- Associate DCSE,
Servers
- Technicians
complete exams to achieve Associate level certification
- Associate
DCSE, Portables
- Associate
DCSE, Desktops & Workstations
- Associate
DCSE, Servers
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Mission
& Goals
- Mission
- Certify
knowledge and skills of Dell Services
and ensure DCSE Certified technicians are dispatched to customer
sites to provide product installation and service
- Comprehensive
technical training prepares technicians for certification
- Achieve
100% match between the DCSE Certified technician list with technicians
dispatched to provide installation and service
- Increase
customer satisfaction and loyalty toward Dell products, as measured
by continually meeting defined Customer Experience metric targets
- Create
and maintain market recognition that Dell offers world class
capabilities to consistently provide its customers throughout
the world with the highest quality product support and service
- Deliver timely,
accessible and relevant training for the Associate DCSE level.
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Objectives
& Strategies
- Objective
- Technicians
dispatched to the customer site for installation and service
events have successfully completed DCSE training and certification
- Strategies
- Achieve
100% match between the DCSE Certified technician list with technicians
dispatched to provide installation and service
- Increase
customer satisfaction and loyalty toward Dell products, as measured
by continually meeting defined Customer Experience metric targets
- Create
and maintain market recognition that Dell offers world class
capabilities to consistently provide its customers throughout
the world with the highest quality product support and service
- Deliver timely,
accessible and relevant training
- Objective
- Maintain readiness
of Dell Services to satisfy customer needs resulting from the installation of, or need to
repair, Dell products
- Strategies
- Ensure DCSE program
commitments are adhered to by Dell Services by monitoring participation in program
- Ensure
technicians maintain ‘certified’ DCSE status through training
and certification on products introduced within annual certification
period
- Provide
direct and positive impact to relevant aspects of On Time and
First Time Fix metrics, and exceed when possible
- Promote the
benefits of participation in the DCSE Program on a global level for companies enrolled
in the Warranty Parts Direct program
- Objective
- Implement
the DCSE Program throughout each Dell region.(according to localized
plan)
- Strategies
- Establish
infrastructure and dedicate management and administration resources
and that enable global scalability and repeatability
- Promote
the benefits of participation in the DCSE Program for Dell Services
partners
- Promote
the benefits of participation in the DCSE Program on a global
level for companies enrolled in the Warranty Parts Direct program
- Establish
acknowledgement that the DCSE Program is part of the global
offering of Dell-branded service and support programs
- Objective
- Develop
and deliver DCSE training materials within designated timeframes
following release of new and enhanced products
- Strategies
- Product
training plan based on field serviceability requirements
- Develop
and deliver product training materials: Pre-RTS and RTS through
EOL
- Provide
specified training materials on a web-enabled CD
- Develop
and maintain remote portal that ‘pushes’ updated product information
to technicians
- Ensure
training materials transfer knowledge and skills to enable achievement
of DCSE Certification
Purpose
& Benefits
- Purpose
- Certification:
Ensure Dell Service technicians dispatched to customer sites have completed Associate DCSE
certification exams
- Technical
Training: Transfer knowledge and skills required to install
and service Dell products through classroom and self-study training
- Benefits
- Associate
DCSE Certified technicians are dispatched to the customer site for installation
or service
- Improve
configuration and installation accuracy
- Customers
consistently experience high quality service
- Improve
total repair time efficiency
- Minimize
impact to business activities and transactions
- Consistently
meet Customer Experience metric targets
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