Europe based global data networking and telecommunications equipment company, providing Radio Base Station (RBS) to mobile operators worldwide.
Our customer was suffering customer satisfaction issues caused by excessively long cycle times of up to six weeks due to their reliance on Thailand-based partners. This also led to high logistics costs and high inventory values.
Products requiring repair were often out-of-warranty, aging and from multiple vendors. The operator could not supply schematics of the circuit diagrams or any test script. Many of the sub-systems had to be returned to the vendor creating additional repair and logistic costs as well as long lead-time.
The lack of schematics drove us to assign our engineering experts from our Tallinn Innovation Center to develop a technical solution.
As schematics were not available to perform repairs Teleplan utilized our engineering expertise to reverse-engineer the major most common failing sub-systems in order to create repair processes and automated test scripts.
We eventually identified our Service Center in Tallinn, Estonia as the best fit for this repair solution and after the re-engineering process was completed, a weekly repair flow began. Once the process was successfully established, it was duplicated in Jakarta, Indonesia to resolve local challenges.
|Perfect order fulfilment||53%||99%|
|Order cycle time||6 weeks||8 days|
|Capability to support multi-vendor maintenance contracts||no||yes|