商务英语精英班培训讲义第五讲文档格式.docx

商务英语精英班培训讲义第五讲文档格式.docx

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Australia,Brunei,China,HongKong,India,Japan,Korea,Macau,Malaysia,NewZealand,Singapore,TaiwanandThailand.Inaddition,38distributorsserveanother31markets.

DellAsia-Pacific/Japanhastheproductrangeandexpertisetohelpmultinational,governmentandcorporateaccountsaswellasexperiencedindividualsandsmalltomediumbusinesses,implementtheirtechnologyinitiativesthroughouttheregion.

ThroughitsGlobalCustomerProgram,DellisabletoprovideaspecificsuiteofservicesandsupporttoitsAsiancustomerswithworldwideoperations.Itprovidesglobalcustomerswithcentralizedorderingandbilling;

customizedproducts（includingproprietarysoftwareinstallation）;

andtheadvantagesoflocaldeliveryandlocalonsiteservice.

AttheheartofDell'

sAsia-Pacific/JapanoperationsistheAsiaPacificCustomerCenter（APCC）inPenang,Malaysia.The238,000-square-footmanufacturingfacilityopenedinOctober1995andinFebruary2001,Dell'

ssecondAsiaPacificCustomerCentre（APCC2）of370,000-square-feetbeganoperations.Desktops,workstations,notebooks,serversandstorageproductsaremanufacturedtoorderforcustomersthroughoutAsiaPacific（excludingChinaandJapan）.BothAPCCandAPCC2areISO9001:

2000（QualityManagementSystem）,ISO14001:

1996（EnvironmentManagementSystem）andOHSAS18001:

1999（OccupationalHealth&

SafetyManagementSystem）certified.

DellestablishedtheChinaCustomerCenter（CCC）inXiamen,FujianProvince,inAugust1998tomirrorthemanufacturingandprofessionalfunctionsfoundattheAPCC.TokeepupwithdemandinChina,theCCCrelocatedtoanexpanded,350,000-square-footfacilityinNovember2000,continuingtoupholdthebestpracticesinmanufacturing,management,marketing,financeandalltheotherfacetsoftheDellmodel.ThefacilityreceivedISO9001（2000version）andISO14001certificationinMarch2001.InSeptember2002,itbecamethefirstDellfacilityworldwidetobeOHSAS18001certifiedforsafetyandoccupationalhealthmanagement.

CustomersinAsia-Pacific/JapanareabletoordercomputersdirectlyfromDellandreceivethemwithinseventotenworkingdays.Theycanaccessatoll-freetechnicalsupporthotlineandbenefitfromthecompany'

son-siteserviceprograms.

Dellpioneeredthetoll-freetechnicalsupporthotlineandmadeitanindustrystandard.Itsmulti-lingualsupportengineersattheAPCCandCCCareabletoresolvemorethan80%ofallcallers'

technicalissuesoverthephone.ThisispossiblebecauseDellbrandseachsystemitshipswithanindividualproductnumberthatlinkstoitsdetailedtechnicalspecifications.

OneofthemostsignificantinvestmentsDellismakingworldwideisintheInternet.ItsWebsite,nowsupports11countryspecificsitesforAsia-Pacific/Japan,usingfourlanguagesincludingChinese,English,KoreanandJapanese.

DuringthethirdquarterendingOctober28,2005,AsiaPacificandJapan（APJ）hadsignificantgrowthyear-over-yearinDell'

smoststrategicproductcategories.Revenueforenhancedservicesintheregionincreased71percentinthequarter.Mobilityproductsrevenueincreased26percentyear-over-yearonthestrengthof55percentyear-over-yeargrowthinunitshipments.China,akeymarketforDellintheregion,hadrevenuegrowthof29percentonunitshipmentgrowthof46percentyear-over-year,ledbythehomeandsmallbusinesssector.

戴尔公司从90年代初开始为亚太地区的商业、政府、大型机构和个人提供服务。

随着1993年首次在日本和澳大利亚开始运营，戴尔公司进入亚太区的目标市场，开始在区域性设施、管理、服务和技术人员等方面进行投资。

目前戴尔公司在亚太区13个市场开展直线订购业务：

澳大利亚、文莱、中国大陆、香港、印度、日本、韩国、澳门、马来西亚、新西兰、新加坡、台湾和泰国。

除此之外，还有38个合作伙伴为其他31个市场提供服务。

戴尔公司在亚太地区提供的系列产品和专业经验，能够帮助跨国企业、政府、大企业以及富有经验的个人用户和中小企业，在区域内进行技术创新。

戴尔通过其“全球客户计划”，向拥有全球业务的亚洲用户提供订制的成套服务和支持。

它为全球客户提供统一订货、结账、订制产品（包括安装专有软件），以及本地供货和现场服务等好处。

戴尔公司亚太业务的核心是设在马来西亚槟城的“亚太客户中心"

（APCC）。

这间占地23.8万平方英尺的生产厂房于1995年10月投产。

2001年2月，占地37万平方英尺的戴尔“亚太客户中心"

二期（APCC2）落成。

"

亚太客户中心"

为亚太地区的客户（中国和日本除外）按定单生产台式机、工作站、笔记本电脑、服务器和存储产品。

APCC和APCC2都通过了ISO9001:

2000（质量管理），ISO14001:

1996（环境管理）以及OHSAS18001:

1999职业安全与健康管理）的认证。

戴尔公司参考"

的生产与专业功能，于1998年8月建设了位于福建厦门的“中国客户中心"

（CCC）。

为了满足中国市场日益增长的需求，2000年11月"

中国客户中心"

拓展为35万平方英尺的设施。

它继续在生产、管理、营销、财务等各个方面都按照戴尔模式运作。

CCC于2001年3月获得ISO9001（2000版）和ISO14001认证。

2002年9月，它成为了戴尔全球首个获得OHSAS18001职业安全与健康管理认证的的工厂。

亚太地区的客户可以向戴尔直接订购产品，并可在7至10天内收到订货。

客户还可以获得终生免费的技术支持热线，并得到现场服务。

戴尔首创技术支持热线，并使之成为业内标准。

"

内精通多种语言的技术支持工程师，能够通过电话解决80％以上来电客户的技术问题。

这一切之所以成为可能，是因为戴尔所付运的每套系统都有一个与其详细技术规格相联的产品编号。

戴尔公司在全球最重要的一项投资是互联网。

其亚太区网址支持亚太地区11个国家的站点。

截止到2005年10月28日的第三财季，戴尔在亚太及日本地区的多数战略产品的销售额都比上年同期有了大幅上扬。

本地区增强型服务收入在本季度增长了71％。

移动产品在出货量较上年同期增长55％的基础上，销售收入增长了26％。

中国作为此戴尔公司在此地区的关键市场，较上年同期销售收入增加了29％，出货量增长了46％。

增长主要来自家庭和小型企业产品。

Dell'

sHigherStandard

ssuccessisbuiltonafoundationofpersonalandprofessionalintegrity.Weholdourselvestostandardsofethicalbehaviorthatgowellbeyondlegalminimums.WenevercompromisethesestandardsandwewillneveraskanymemberoftheDellteamtodosoeither.Weowethistoourcustomers,suppliers,shareholdersandotherstakeholders.Andweoweittoourselvesbecausesuccesswithoutintegrityisessentiallymeaningless.

Ourhigherstandardisattheheartofwhatweknowasthe"

SoulofDell"

-thestatementofthevaluesandbeliefswhichdefineoursharedglobalculture.Thiscultureofperformancewithintegrityunitesusasacompanythatunderstandsandadherestoourcompanyvaluesandtothelawsofthecountriesinwhichwedobusiness.JustastheSoulofDellarticulatesourvaluesandbeliefs,thefollowingCodeofConductprovidesguidancetoensurewemeetourhigherstandardandconductbusinesstheDellWay-therightway,whichis"

WinningwithIntegrity."

Simplyput,wewantallmembersofourteam,alongwithourshareholders,customers,suppliersandotherstakeholders,tounderstandthattheycanbelievewhatwesayandtrustwhatwedo.OurhigherstandardincludesseveralkeycharacteristicsthatbothunderpintheSoulofDellandprovidethefoundationforourCodeofConduct:

∙Trust 

-Ourwordisgood.Wekeepourcommitmentstoeachotherandtoourstakeholders.

∙Integrity 

-Wedotherightthingwithoutcompromise.Weavoideventheappearanceofimpropriety.

∙Honesty 

-Whatwesayistrueandforthcoming-notjusttechnicallycorrect.Weareopenandtransparentinourcommunicationswitheachotherandaboutbusinessperformance.

∙Judgment 

-Wethinkbeforeweactandconsidertheconsequencesofouractions.

∙Respect 

-Wetreatpeoplewithdignityandvaluetheircontributions.Wemaintainfairnessinallrelationships.

∙Courage 

-Wespeakupforwhatisright.Wereportwrongdoingwhenweseeit.

∙Responsibility 

-Weaccepttheconsequencesofouractions.Weadmitourmistakesandquicklycorrectthem.Wedonotretaliateagainstthosewhoreportviolationsoflaworpolicy.

DirectLaunch

∙DellintroduceddirectoperationsinChinainAugust1998.

∙LiaisonofficesestablishedinBeijing,Shanghai,Guangzhou,Chengdu,Nanjing,HangzhouandShenzhen.Wealsohavetheabilitytoprovidesalesandmarketingcoverageinanumberofothermajorcities（suchasShenyang,Suzhou,WuhanandXian）andmorethan100secondarycitiesandmunicipalareas.

∙Dellemployeesmorethan5,500peopleinChina.

Customer-FocusedSegmentationStrategy

∙Dellstrivestodeliverasuperiorcustomerexperience,withspecializedsalesandsupportteamsforspecificcustomersegments:

Enterprisebusiness:

largecorporateandmediumbusinesses

Globalcustomers

Governmentandinstitutions

Consumers,homeandsmallbusinesses

∙Targetmarkets:

Telecommunications

Banking/taxation/finance

Government

Multinationalcompanies

Education/researchinstitutes

PerformanceandGrowth

∙AccordingtoIDC2Q2005data,Dellhas9.6%marketshareinChina.Dell'

srevenueinChinagrew32.5%on52.1%unitgrowthinQ2.

Infrastructure&

Operations

ChinaCustomerCentre（CCC）

∙CommencedoperationsinaleasedfacilityinAugust1998.TheCCCthenmovedtoitscurrentpermanentpremisesinNovember2000.

∙LocatedneartheairportofXiamen,FujianProvince,withatotalareaof350,000squarefeet,thefacilityreceivedISO9001（2000version）andISO14001certificationinMarch2001.InSeptember2002,itbecamethefirstDellfacilityworldwidetobeOHSAS18001certifiedforsafetyandoccupationalhealthmanagement.

∙IntegratedsalesandmanufacturingfacilityincludingserviceandtechnicalsupportforcustomersinChina.

∙DuringhisChinavisitonMarch24,2005,MichaelDellannouncedtobuildthesecondmanufacturingfactoryinChina,expectingtodoubleitsmanufacturingcapacitytosupportcustomersintheNorthAsiaregioncomprisingChinaandJapan.

∙DuringhisvisitonAugust2,2005,KevinRollinsannouncedthatDellcelebratestheshipmentof10millionunitsfromitsfacilityinXiamen,animportantmilestoneinthecompany'

sdevelopmentinChina.

ChinaDesignCentre（CDC）

∙Dellbegancomputer-relateddesignworkinJuly2000todriveproductdevelopmentcoveringnewsystemplatform,peripherals,softwareandserviceofferingstomeetspecificcustomerandmarketrequirements.

∙InJuly2002,DellenhanceddesktopdesignanddevelopmentactivitieswiththelocationoftheCDCinShanghaitosupportthecompany'

scustomer-focused,globaltechnologyini