I really wish I knew the entire story about Dell, but this simplified version has a certain amount of truth. It goes like this:
Dell was a pretty well run company over it's 20 or so year life span. They made a respectable profit.
Then the Wall Street analysts decided that per-share earnings should be about 50 percent higher. When Wall Street demands more money on the bottom line, smart managers either pay attention or dust off their resumes.
There are only a few ways to increase those earnings:
1) Cheapen the product
2) Screw over the employees - fire some, overwork others, steal the pension plan - all the traditional ways.
3) Reduce customer support to almost nothing.
This isn't done in one step. You can generally go though 3 or 4 rounds of each of these before it becomes obvious that you have screwed the pooch.
In one of these iterations, Dell exported customer support and order handling to India - and apparently not to the best firm they could have picked..
When too many of their newly cheapened machines showed up DOA, all of the people who knew how to fix the problems were gone. A customer service department that took 20 years to build was now toast. If you were one of the customers with a dead machine, the chance of getting the problem solved was close to zero.
This of course mean that marketing stopped working as the word got out.
Then they cut a marketing deal with Wal-Mart. It took them a while to figure out that when you make a marketing deal With Wal-Mart, Wal-Mart is the only one who makes any money.
Selling off their manufacturing will put a one-time addition to "earnings", and with any luck, all of the smart guys in management will have bailed out.
This one sort of relates to step 4: After you have totally trashed the company, lie on your financial statements while looking carefully for the Exit sign.
And in the mean time, the Wall St guys and the portfolio managers cashed their bonus checks and are now saying: "tsk, tsk - isn't it a shame".