Sustainability Report - Dell

Stage 3: Customer ExperienceCustomer Relationships and SustainabilityDirect communication with our customers provides anopportunity to constantly develop and improve our products andprocesses with both Dell's and our customer's environmentaland societal concerns in mind. In line with our 2005 goals, Dellhas further established the education process and exposed awider customer audience to the concept of sustainable development.Over the years, our methods of communication haveincluded surveys, presentations at customer councils, participationin audit procedures, product launch events, and interactivesessions about environmental and societal opportunities at anexecutive level. The following information provides examples ofDell's customer relationships and sustainability.Events: Communication with CustomersSince 2001, Dell has been involved in various surveys thatfocus on environmental aspects. These surveys have includeda variety of product environmental performance requirementsand expectations for end-of-life programs. During 2004, Dellsurveyed consumer and business customers in the UnitedKingdom and Ireland about habits related to recycling obsoletecomputers. During 2005, Dell focused more on the awarenessand educational aspects of our communication with customers.Dell expanded our recycling events outside the United Statesduring 2005, to Ireland and Germany. The main objectiveof these events is to increase consumer awareness aboutproper recycling programs for obsolete products. During Dell'sproducts launch in Monaco in June 2005, we presentedimprovements in our design for environment programs during adedicated session on corporate responsibility. Dell has alsoimproved the corporate sustainability information on our Website, in an effort to reach a wider customer audience. For moreinformation, see www.dell.com/commitment andwww.dell.com/environment.Customer Advisory Councils Communication: TechnicalRoadmap PresentationTwice a year, Dell organizes Customer Advisory Councils inseveral geographical regions. During some of these events,presentations about product environmental aspects are includedon the agenda. In this setting, the technical challenges andopportunities for new product design are discussed with customers.During 2004, the focus was on lead reduction programsin line with the emerging RoHS Directive. During 2005, thenumber of topics discussed increased and included multipledesigns for environment aspects such as banned and restrictedsubstances, recyclability, energy reduction possibilities, andacoustics. Supplier management programs were discussed,as well.Dell's Sustainable Business Director, Pat Nathan-Groves, speaksat the 2005 Platinum Customer Event in Lisbon, Portugal.Executive-Level Communication: Platinum CustomerEvent PortugalDuring 2004, Dell's Sustainability team conducted aninteractive session in Europe that centered on emerging WEEElegislation and new European chemical legislation. This sessionprovided an opportunity for customers to review and validateDell's strategic directions at an executive level. The sessionalso provided a forum for discussion about a wider range ofenvironmental and social aspects. During 2005, Dell had a plenarysession at the Platinum meeting in Lisbon, Portugal, wherewe distributed our annual sustainability report. We also providedhigh-level updates for our ongoing programs since 2004.Fiscal Year 2007 GoalsDell's plans for fiscal year 2007 are to continue to integrateenvironmental and societal requirements in our dialogue withcustomers in various forums, including technical councils,customer presentations, consumer education programs, andexecutive expert panels. We will continue to focus on educationalprocesses and awareness, and building a wider customeraudience. Dell will also explore possibilities for working withcustomers on specific topics.PackagingThe Worldwide Packaging Engineering team is responsible foroptimizing packaging materials throughout Dell's supply chainand for finished product packaging. Packaging is necessary forproduct protection during shipping and handling. WorldwidePackaging Engineering conducts extensive tests and packagingdevelopment to optimize product protection and minimize theuse of packaging material.D E L L S U S T A I N A B I L I T Y R E P O R T • F I S C A L Y E A R 2 0 0 653