Redesigning closed-loop service network at a computer manufacturer: A case study

To provide good after-sales service, an efficient and reliable repair network is necessary. This paper describes a case study at a company providing repair services on behalf of a computer manufacturer in the Asia–Pacific region. Faulty parts' repair can be carried out by the part manufacturers or third-party repair vendors, who are located in different countries. Thus, in designing the closed-loop repair network, their locations must also be taken into account. Economical changes in countries may cause the part manufacturers and third-party repair vendors to shift their business to other countries. This study examines the company's redesign of its repair network.