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Book Cover
Author Arora, Soma, author

Title After-sales service management at LAVA / Soma Arora, Satish Hariharan
Published London : NeilsonJournals Publishing, 2017
Online access available from:
Sage Business Cases    View Resource Record  


Description 1 online resource : illustrations
Series SAGE Business Cases
SAGE Business Cases
Summary The case study documents a unique study in forecasting technique for a low cost mobile handset company, LAVA International Limited, India. The company was making and selling two affordable smart phones - Lava and Xolo - in the face of stiff competition from local and international players. In an effort to improve its market share and create a niche for itself in the hypercompetitive environment, the Global Supply Chain Head decided to rethink the strategy for the aftermarket. The objective was to achieve the best possible after sales service by turning around the inventory model from consumption driven to demand driven order quantities. This was based on the core principle of demand for stock, led by handsets under warranty instead of ordering based on actual consumption of spare parts. This not only reduced costs drastically, but also significantly enhanced service efficiency. The results obtained can be achieved by other emerging market companies in similar value segments such as this one in India
Notes Originally Published InArora, S., and Hariharan, S. (2017). After-sales service management at LAVA. Operations Management Education Review, 11(1), 79-106. OMER11-0CS4
Bibliography Includes bibliographical references and index
Notes Description based on XML content
Subject Brand choice -- Case studies
Consumer behavior -- Case studies
Customer services -- Case studies
Marketing -- Case studies.
Warranty -- Case studies
Brand choice.
Consumer behavior.
Customer services.
Genre/Form Case studies.
Form Electronic book
Author Hariharan, Satish, author
ISBN 1529708141