Modern Project Management

(ISSN: 2317-3963)

Effectiveness of SLA Project with Spare Parts Management: The case of a telecom equipment industry

Lebhon Régis Guimarães
Siemens Enterprise Communication Ltda Brazil
José Eduardo Pécora Junior
Federal University of Paraná – UFPR, Brazil
Darli Rodrigues Vieira
University of Quebec at Trois-Rivières (UQTR) Canada


Managing a portfolio of customers of telecommunications equipment has several challenges, including the sales of the equipment itself, winning the contract for maintenance, but it is also to maintain the agreed level of service for this contract and give the customer required value to post-sale management. The primary objective of this paper is twofold: 1. Characterize the structure of the logistic cycle of spare parts for telecommunication equipment, underlining the importance of each process and the reasons, which require discipline in the control of every item in stock; 2. Verify the alignment between the decision makers concerning the choice of relevant criteria to assist the decision making on whether or not to acquire certain inventory items.

Keywords: SLA – Service Level Agreement, Telecommunications, Spare Parts Project, Closed-Loop Supply Chain.



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