Value chain
As one of four network operators in Germany with 7,653 employees, we offer mobile and fixed-line services for private and business customers, distribute innovative digital products and services as well as hardware products. Numerous wholesale partners source our services. Our value chain encompasses activities from raw material extraction to the disposal of our products. Our goal is to assume ecological and social responsibility in all relevant steps.
Upstream
Extraction, manufacturing and assembly (Tier N)
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Raw material extraction
obtaining the resources needed to manufacture equipment and components for network and mobility (devices).
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Manufacturing and assembly of goods
production and assembly of electronic equipment, software and technological components for network and mobility (devices).
Procurement (Tier 1)
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Assets for business of development
includes the acquisition of the physical and digital equipment necessary to develop the Telefónica Group's busines including IT-Systems, Market Research, Promotion e.g.
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Services & Works
purchase of goods, services, works and licences necessary for operations.
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Rentals and infrastructure sharing
access to infrastructure through leases or usage agreements.
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Supplies
contracting and provision of basic services, such as energy suppliers.
Own operations
Research and development
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Development of new technologies and improvement of existing products
creation and improvement of the technologies and services.
Operations
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Installation of network, customer and data centre infrastructure
Planning and design, deployment, maintenance and operation, Equipment Installation, Network decommissioning.
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Network systems and cloud management
Monitoring and supervision, Network operations and maintenance, Security services.
Support activities
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Management support activities
Finance, human resources, logistics, marketing, administration.
Products and services
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Communication services
Managing mobile networks, fixed networks.
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Sale and installation of devices
cellphones, laptops, routers; In-store or via digital platforms.
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Digital and cloud services
Providing digital solutions, Cybersecurity and consulting.
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Customer Service
Providing telephone customer service and sales force network.
Downstream
Sales and marketing
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Assisted channels
Sales and customer through physical, telephone and digital channels.
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Non-assisted channels
sales and customer service via online channels, websites and mobile applications.
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Logistics and distribution
storage and transport of equipment to points of sale or customers.
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Marketing and communication
commercial promotion, advertising, events and brand management.
Use
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Use of products and services
effective use of services and devices by the customer.
After-Sales
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Customer service (assisted and non assisted)
incident, complaint and query management.
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Technical support and repairs
remote or on-site technical assistance for customers.
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Reverse logistics
collection and return of equipment from the customer.
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Customer Waste Management
End-of-life management of devices.
© Graphical illustration of Telefónica, S.A.