| Contents
INTRODUCTION
The Reference
Guide is written and organized to provide information about participation
in the DCSE Program. The Reference Guide, as well as supplemental
Appendices, explains details of the program, training courses offered
and the certification process. For up-to-date information, access
the DCSE Program web site at the following URL: dcse.dell.com. Additional information
may be obtained by contacting the DCSE Group at the following e-mail
address: us_dcse@dell.com.
TARGET
AUDIENCE
The DCSE Program
is designed for Dell Services technicians who
provide installation and service for Dell customers.
Dell Services
includes technicians representing the following:
- Dell
Installation Service Provider. (DISP)
- Dell
Service Provider. (DSP)
- Dell
Tech Support Subject Matter Experts.
Many other
audiences may benefit from the knowledge and skills gained through
the DCSE Program, and are encouraged to participate. Because
the program has been designed to meet the specific needs of the
Dell Services audience, modifications to the
program, training courses and certification levels, other than for
technical accuracy, will not be implemented for other audiences.
MISSION
Certify
technical knowledge and skills of Dell Service technicians and ensure
DCSE Certified technicians are dispatched to customer sites to provide
product installation and service.
GOALS
- 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.
PROGRAM STRUCTURE
The DCSE Program
is structured according to the following training and certification
paths:
- Associate
DCSE, Portables
- Associate
DCSE, Desktops & Workstations
- Associate
DCSE, Servers
Associate
DCSE training is designed to cover standard installation and repair
of the designated product category. Products trained in the
Associate modules are considered to be “mainstream”. Mainstream
products are defined as having wide distribution across customers
in business segments and geographic regions and are manufactured
in large volumes.
As the family
of products in the Dell Enterprise Systems Group continues to grow,
additional courses will be added over time. These courses will
be offered as individual one day, ‘a-la-carte’ classes. Refer to
Appendix C, DCSE Classroom Training for additional
information.
DCSE PROGRAM
MANAGEMENT
The DCSE
Program is managed and coordinated by the DCSE Group. The DCSE
Group is located in building 2 (RR2) of the Round Rock Campus.
Dell is headquartered in Round Rock, Texas.
DCSE
PROGRAM WEBSITE
The DCSE
Group maintains the DCSE Program web site, located at the following
URL: dcse.dell.com.
General information about the DCSE Program is available to the public.
A TechID and PIN are required to access functions within the
site that are specific to participants registered in the DCSE Program.
DCSE
TRAINING
DCSE Training
is designed to transfer the knowledge and skills required to perform
installation and service events. The emphasis is product disassembly,
field-replaceable units (FRU) removal and replacement, product re-assembly
and bringing the product back to a functional state.
REGISTERING
IN THE DCSE PROGRAM
Enrollment
in the program is completed through the DCSE Program web site,
dcse.dell.com. Technicians associated
with Dell Services organizations will be enrolled through the person
designated as the DISP Program Coordinator or DSP Program Coordinator.
Upon receipt and verification of your personal information and company
association, you will receive your TechID and PIN via e-mail. These
are your personal access keys to enter the member section of the
web site. Your personal information and company association will
be recorded in the global registered technician database.
PREREQUISITES
DCSE courses
are designed for IS professionals who have technical expertise in
diagnosing and servicing computer systems. Participants should
have a working knowledge of computer fundamentals as well as a computer
support background. Associate DCSE courses are
not designed for new technicians.
COURSE SYLLABI
Refer to Appendix
A, Course Syllabi for specific information regarding the curriculum
for each product category in the Associate level DCSE.
Technicians registered in the DCSE Program should
consult the DCSE Program web site for updated course information.
SELF-STUDY
TRAINING
For experienced
technicians, the self-study track available for the Associate level
provides the opportunity to learn about each of the product categories
outside a classroom environment.
The Self-Study
Kit includes reading assignments and exercises that simulate
classroom participation. In addition, the package contains the
Student Guides used during classroom training for each Associate
level product category: Portables, Desktops & Workstations and
Servers. In addition, the User Guide and Service Guide are included
for additional reference.
CLASSROOM
TRAINING
At the Associate
level, classroom training is offered for technicians that desire
hands-on exercises. Associate DCSE classrooms are located in
building 2 (RR2) of the Dell Round Rock Campus.
A DCSE
Certified Trainer will conduct all DCSE training classes.
PRICING
Refer to Appendix
B, Course Pricing for specific information regarding prices of
Associate DCSE classroom and self-study training. Technicians
registered in the DCSE Program
should consult the DCSE Program web site for updated course pricing.
A TechID and PIN is required to view current class dates, prices
and confirm availability. Detailed Information
Refer to Appendix
C, Classroom Training for specific information regarding Associate
DCSE courses offered. Technicians registered
in the DCSE Program need to access the DCSE Program web site for
updated class dates as well as class availability. A TechID and
PIN is required to view current class dates, prices and confirm
availability. Class Registration and Billing
Refer to Appendix
C, Classroom Training for specific information regarding the procedures
for registering and paying for Associate DCSE
courses. Technicians registered in the DCSE Program need to access
the DCSE Program web site to verify class availability and register
for participation in DCSE classes or to view the list of classes
the technician is currently enrolled in. A TechID and PIN is
required to view current class dates, prices and confirm availability.
LOGISTICS
Refer to the
Appendix C, Classroom Training for specific information regarding
local hotels, directions to the Dell Round Rock Campus and the
location of DCSE training classrooms.
CLASS
SIZE
Classroom
training is limited to 12 students.
CLASSROOM
EQUIPMENT
Typically,
six (6) complete sets of equipment is provided, enabling the ability
to train six (6) teams of two (2) students each, or twelve (12)
students total. The hardware and software necessary for training
will be defined in the Student Guide and Instructor Manual for
each training module.
DCSE
CERTIFICATION
Successful completion
of classroom, or self-study, training offered for each Associate
level product category will prepare the technician for the Associate
DCSE certification exam.
DCSE certification
exams are accessed through the DCSE Program web site. A TechID
and PIN number is required to access the DCSE Test System within
the web site.
PRICE
OF CERTIFICATION EXAMS
Associate
DCSE certification exams are included in the price of classroom,
or self-study, training. There is a fee
to reset the test system if you fail the first attempt at the
certification exam. Refer to Appendix B, Course Pricing for the
current charge to reset Associate DCSE certification
exams. Refer to Appendix D, Certification Exams for current information
regarding other limitations and restrictions.
TEST
REGISTRATION
Following
completion of classroom, or self-study, training, the DCSE Test
System within the DCSE Program web site will be activated with
the product category the technician is enrolled in. This will
enable the technician to access the self-assessment and certification
exams.
DCSE
TEST SYSTEM
The DCSE Test
System is designed to provide improved usability, functionality
and reporting. It allows a technician to complete a self-assessment
exam to verify their knowledge of the product category prior to
taking the certification exam. Refer to Appendix D: Certification
Exams for specific information on Associate DCSE
certification exams.
The DCSE Test
System employs the following test question methodologies:
- Multiple
choice - one correct answer
- Multiple
choice – select all that apply
- Matching
- True or
false
In the
event you are uncertain of an answer to a question, you will be
able to flag questions to review prior to submitting your exam
for grading. Following completion of the last question in the
exam, a summary screen will sequentially display the questions
and your selected answer. The questions you flagged to review
will be highlighted. Selecting a flagged question will enable
you to return to the question and select your final answer. Once
you have answered all questions, and are within the specified
time limit, you will need to press the Submit button.
There is a
time limit associated with each exam. Refer to Appendix D: Certification
Exams for specific information on Associate DCSE
certification exam time limits.
In the event
of a dropped connection prior to clicking on the Submit button,
the test system will consider this an attempt and score the test.
The DCSE Group will need to reset the test system (at not charge)
to enable you to complete and submit your certification exam answers.
Clicking on
the Submit button will result in your exam being scored for correct
and incorrect answers. A graphic will be displayed indicating
the number of questions answered correctly and incorrectly as
well as whether you passed or failed the certification exam.
SELF-ASSESSMENT
EXAM
Prior to taking
and submitting the certification exam, a technician has the option
of taking the self-assessment exam. The self-assessment provides
the technician with an opportunity to test their knowledge of
each learning module and product in the Associate certification
exam, and determine subjects within specific areas that require
additional skill development. Your scores will be presented by
section so you will be able to determine the level of your knowledge
in each content area. Self-assessment exams may be taken multiple
times.
CERTIFICATION
EXAMS
The Associate
certification exams cover each learning module and
product covered in classroom, or self-study,
training. The exam is written to sample the required competence
for job performance.
If a technician
fails the first certification exam attempt, there is a fee for
resetting the system for a second attempt. Refer to Appendix
B, Course Pricing for the current charge to reset Associate DCSE
certification exams. Each certification exam can
be taken up to two times, with a minimum of 24 hours between attempts.
If a technician fails the first attempt, they should use the time
between attempts to review the training materials and take the
self-assessment exam to verify their understanding of the knowledge
and skills that are required to complete the certification exam.
The certification
exam must be submitted within 60 calendar days of training. If
the certification exam is not submitted within 60 calendar days,
the reset fee will be charged.
TEST RESULTS
The DCSE Test
System will score your test following receipt of your submission
and indicate whether you passed or failed the certification exam.
Your scores will be presented by each section within the certification
exam.
CERTIFICATION
PERIOD
Associate DCSE
certification is valid for one year, from the date
of passing the certification exam.
MAINTAINING
CERTIFICATION
With the addition
of new products throughout a calendar year following certification,
it may be necessary for technicians to take additional individual
product exams to keep their certification current.
You will be
notified by e-mail with specific instructions for updating your
certification. Information will also be available by accessing
your profile within the DCSE web site.
RE-CERTIFICATION
NOTIFICATION
Prior to the
annual anniversary of your certification, you will be notified
by e-mail with requirements for continuing your certification
for the upcoming year. For Associate DCSE technicians, this may
require classroom or self-study training and completion of the
certification exam for the current product category. Failure
to complete both will prevent the technician from continuing to
participate in the DCSE Program.
For Master
DCSE technicians, this may require classroom training as well
as completion of the current product certification exam. Failure
to complete both will prevent the technician from continuing to
participate in the DCSE Program.
GLOBAL
IMPLEMENTATION
The DCSE
Program will be offered and managed in each Dell region throughout
the world. A dedicated web site will provide specific implementation
plans for the following Dell regions: Canada; Latin America; Europe,
Middle East and Africa (EMEA); Asia Pacific Customer Center (APCC)
and Japan. For up-to-date information regarding the global schedule,
refer to the DCSE Program web site.
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