Capabilities for Network Operations and Support of Customers’

In this work in progress paper we will discuss company capabilities related to telecom services and how they can be developed or acquired in order to increase the compositeness of the firm. Traditionally, the technical infrastructure and platforms are designed and deployed by the vendors and operators and the role of end-users, private persons or enterprises, is to accept the offered service, pay and use. This may be a sustainable model when the user requirements are limited to connectivity, communication between persons and internet access, and to delivery of media services where the network acts as a channel. However, we argue that the design and deployment process of telecom services must be changed in order to provide flexible support of customers ´ working processes. As a supplier you also have to consider how value is added in the working process of the customer. The full paper will include problem formulation, research questions, theoretical analysis and empirical data from case studies