Dell, long known for having excellent supply chain avenues continues to develop and keep great chains growing and still listens and engages with customers, employees and supplies through social media.
In 2008, Dell started to move their thinking from regional to global supply chain consisting of 3 global customer units (large enterprise, public and consumer/small and medium business). To achieve this they began to seek advice from leading supply chain academicians, various industries as well as looking at other best practices form leading companies.
Furthermore, Dell has over two billion direct customer interactions each year. This allows Dell to continously improve their customer service. They use media such as five-star user reviews, channel partner surveys, Dell forums, EmployeeStorm and IdeaStorm. They have over 1.5 million followers on Dell Outlet on Twitter (e.g., Dell has 7 different people to follow). Dell Computers has over 1 million fans on Facebook.
They have been recognised for their Voice of the Customer programmes. In 2010 they created Social Media Listening Command Center which receives over 26,000 mentions a day. They made Social Media a fabric of their organization. They use Chatter to internally engage over 100,000 team members.
They also opened their first Dell Supply Chain Management Institute in China, which will focus on staying on the cutting edge of supply chain management.