IN SEARCH OF A VIABLE SYSTEM MODEL FOR AFTER-SALES SPARE PARTS SERVICE IN TELECOM FIRMS

Abstract

After-sales spare part service is a competitive differentiator and a source of profit enhancement in OEM (Original Equipment Manufacturer) telecom firms. By seeking greater differentiation, more loyal customers, and higher margins and profits, the OEM needs to develop a more effective service-to-profit supply chains. But, predicting service requirements, inventory needs, supply chain parameters, etc. is extremely challenging. In order to tackle and mitigate this kind of problems and to have a more holistic approach of the system, this paper shows how to build the structure of the after-sales service supply chain going from strategic to operational issues using a Viable System Model (VSM) approach.