A PROJECT ON
REPORT
COMPANY COMP ANY PROFILE OF “NOKIA” IN THE PARTIAL FULFILLMENT OF THE DEGREE OF
2011-2012 Under Gud!n"e O# -
$u%&''ed %( Dr) $*ree +*!,!' Pr!'!. C*/ud*!r(
+*!nu ++A H/n 13'* +!'"* 2nd $e&e'er
F!"u4'( O# M!n!,e&en' $'ude PREFACE The Project work is field which uses tools and techniques to transfer subjectivity in the environment into objectives, also the findings of the research, when applied show results, which can be measured and evaluated so there is feedback this is what makes it a dynamic activity.
This This surv survey ey is an anal analyt ytic ical al stud study y of diff differ eren entt fact facts s of the the product. The focus is given on the Brand profile. This project entitled entitled Company Company Profile of !okia", !okia", is for the partial fulfillment fulfillment of B.B.#.$%ons& 'egree.
The idea behind this project is to give practical knowledge and to make them to face real life situation. The project survey is comm common only ly used used for for the the coll collec ecti tion on from from the the resp respon onde dent nts s throug through h questi questionn onnair aire. e. (n this this method method statist statistica icall techniq techniques ues have been used systematically. This project survey is not only with my own efforts but also that of others.
Bhanu Pratap Choudhary
BBA(HONS,)
F!"u4'( O# M!n!,e&en' $'ude PREFACE The Project work is field which uses tools and techniques to transfer subjectivity in the environment into objectives, also the findings of the research, when applied show results, which can be measured and evaluated so there is feedback this is what makes it a dynamic activity.
This This surv survey ey is an anal analyt ytic ical al stud study y of diff differ eren entt fact facts s of the the product. The focus is given on the Brand profile. This project entitled entitled Company Company Profile of !okia", !okia", is for the partial fulfillment fulfillment of B.B.#.$%ons& 'egree.
The idea behind this project is to give practical knowledge and to make them to face real life situation. The project survey is comm common only ly used used for for the the coll collec ecti tion on from from the the resp respon onde dent nts s throug through h questi questionn onnair aire. e. (n this this method method statist statistica icall techniq techniques ues have been used systematically. This project survey is not only with my own efforts but also that of others.
Bhanu Pratap Choudhary
BBA(HONS,)
ACKNOWLEDGEMENT
( woul would d like like to whol whole e hear hearty ty than thank k and and e)pr e)pres ess s my sinc sincer ere e gratitude to 'r. *.+. Thakur %ead of the 'epartment of aculty of -anag -anagem emen entt +tud +tudie ies s 'r. 'r. %ari %ari +ing +ingh h our our /ishwa ishwavi vidy dyal alaya aya,, +agar for suggesting me this problem and for giving an insight in delaing with the subject
.( am highly obliged to -r. +hree Bhagwat 0ecturer 1 aculty member, for guiding me in various aspects of this project like cond conduc ucti tin ng
fiel field d
work work
and and
desi design gnin ing g
quest uestio ionn nnai aire re
and and
suggesting me the Project 2ork and helping me in finalising the 3eport. ( e)press my gratitude to all the customers who very kindly discussed various aspects of this study and provided useful suggestions for discussing various problems.
0astly, ( -ust e)press my gratitude to all the elders of the family and citi4en of the city who blessed me in course of discussion. ( also e)tend my sincere thanks to my family and my friends for their encouragement and support.
Bhanu Pratap Choudhary
CERTIFICATE Choudhary Student of This This to certify certify that that Mr Bhanu Pratap Choudhary B.B.A. (Hons !"th Bat#h$ Faculty of Management Studies Dr. Har% &%n'h Gour (%sh)a*%dya+aya$ &a'ar ,M.P. Has diligently wored
on the !ro"ect #e$ort of the %om$any !rofile of & NOKIA' He has done this or under My *uidance and Su$er+ision This $ro"ect wor is original and not sumitted earlier for the award of any degree or associate shi$ of any other -ni+ersity .uring this study he made meticulous efforts for its com$letion / wish him all the est in this sincere endea+ors for a right and successful future
H-ad o th- D-part/-nt
&up-r*%sor
Fa#u+ty o Mana'-/-nt &tud%-s
E0t-rna+ E0a/%n-r Na/- 1 &%'n 1
DECLARATION
/ herey herey declare declare that the $ro"ect $ro"ect wor wor entitled entitled 2Co/ 2Co/pa pany ny Pro Pro%+ %+- o NOKI NOKIA A3 sum Fa#u+t +ty y o sumit itte ted d to the the Fa#u Mana' Mana'-/ -/-n -ntt &tud &tud%%-s s Dr. Dr. Har% Har% &%n' &%n'h h Gour Gour (%sh (%sh)a* )a*%d %dya ya+ay +aya$ a$ &a'ar ,M.P. , is a record of an original wor done y me under the
guidance of Dr. Dr. &hr-- Bha')at Bha')at 0ecturer 1 Faculty Memer at the Faculty
of
Management
Studies
.r
Hari
Singh
*our
2ishwa+idyalaya, Sagar (M!) / also ensure that this wor done y me is $urely original and is my own creati+ity
Dat- 1 Pratap Choudhary P+a#- 1 Enro++/-nt no.1
Bhanu
Chapt-r 4 ! INTROD5CTION
!. INTROD5CTION !.! INTROD5CTION OF NOKIA !.6 INO(ATION !.7 FOC5&ING ON TELECOMM5NICATION& !.8 HI&TOR9 !.: MI&&ION ; GOAL& OF COMPAN9 !." ACHI(EMENT OF COMPAN9 !.< COMPETITI(E EN(IRONMENT !.= CORPORATE GO(ERNANCE Chapt-r >6 RE&EARCH METHOLOG9 6.! .OB?ECTI(E OF DATA 6.6 .&COPE OF &T5D9 6.7 RE&EARCH DE&IGN Chapt-r >7 C5&TOMER &ATI&FACTION Chapt-r >8 DATA ANAL9&I& ; INTERPRETATION Chapt-r >: FINDING& ; CONCL5&ION Chapt-r>" LIMITATION ; &5GGE&ION BIBLIOGRAPH9 @5E&TIONNARIE
Chapt-r >6 RE&EARCH METHOLOG9
! .RE&EARCH METHOLOG9 6 .OB?ECTI(E OF DATA 7 .&COPE OF &T5D9 8 .DATA COLLECTION METHOD :. DATA ANAL9&I& ; INTERPRETATION
INTROD5CTION
Noia is a telecommunication3com$any from Finland /t was founded y Frederi /destam in 4567 as a mill to mae wood $ul$ 0ater on the com$any started to $roduce ruer $roducts After the Second orld ar Noia too o+er the Finnish %ale ors Noia was in+ol+ed in telecommunication since the 4869:s ; /n <994 Noia launched the Noia N3gage, to $ut them self in the moile3gaming maret This $roduct is seen as a failure ecause sales were lower than $redicted /n order to $re+ent future $roducts from failing, it is interesting to analy=e this failure Analy=ing a $roduct failure is done through a !ost3mortem analysis /n this re$ort we will carry out a !ost3mortem analysis y following the oolet &/ntroduction to Business !rocess Analysis' y &drir /M 0uy, #*! %oolen BSc $rof dr ir A% Bromacher' The N3gage will e analy=ed on ; different le+els> com$any, micro and macro3le+el No%a Corporat%on (Finnish $ronunciation) is a Finnish multinational
communications cor$oration that is head?uartered in @eilaniemi, s$oo, a city neighouring Finlands ca$ital Helsini Noia is engaged in the manufacturing of moile de+ices and in con+erging /nternet
and
communications industries, with
o+er
4;<,999
em$loyees in 4<9 countries, sales in more than 479 countries and gloal annual re+enue of o+er CD< illion and o$erating $rofit of C< illion as of <949 /t is the worlds largest manufacturer of moile $hones> its gloal de+ice maret share was <;E in the second ?uarter <944 Noias estimated share of the con+erged moile de+ice maret was ;4E in the fourth ?uarter, com$ared with ;5E in the third ?uarter <949Noia $roduces moile de+ices for e+ery ma"or maret segment and $rotocol, including *SM, %.MA, and 3%.MA
(-MTS Noia offers /nternet ser+ices such as a$$lications, games, music, ma$s, media and messaging through its O+i $latform Noias "oint +enture with Siemens, Noia Siemens Networs $roduces telecommunications networ e?ui$ment, solutions and ser+ices Noia is also engaged in $ro+iding free digital ma$ information and na+igation ser+ices through its wholly owned susidiary Na+te? Noia has sites for research and de+elo$ment, manufacture and sales in se+eral countries as of .ecemer <949, Noia had #1. $resence in 46 countries and em$loyed ;7,5G9 $eo$le in research and de+elo$ment, re$resenting a$$roimately Finland, %hina, /ndia, @enya, Swit=erland, the -nited @ingdom and the States Besides its research centers, in <994 Noia founded (and owns) /NdT I Noia /nstitute of Technology, a #1. institute located in Bra=il Noia o$erates a total of 8 manufacturing facilities located at Salo, Finland Manaus, Bra=il %lu", #omania Bei"ing and .ongguan, %hina @omJrom, Hungary %hennai, /ndia #eynosa, Meico and Masan, South @orea Noias factory in %lu" was sei=ed y the #omanian go+ernment in No+emer <944 to $re+ent a sale of the assets, after Noia had accumulated a ta liaility of -SK 49 million Noias industrial design de$artment is head?uartered in Soho in 0ondon, -@ with significant satellite offices in Helsini, Finland and %alaasas, %alifornia in the -S Noia is a $ulic limited3liaility com$any listed on the Helsini, Franfurt, and New Lor stoc echanges Noia $lays a +ery large
role in the economy of Finland it is y far the largest Finnish com$any, accounting for aout a third of the maret ca$itali=ation of the Helsini Stoc change (OM Helsini) as of <99G, a uni?ue situation for an industriali=ed country /t is an im$ortant em$loyer in Finland and se+eral small com$anies ha+e grown into large ones as its $artners and sucontractors /n <998, Noia contriuted 46E to Finlands *.!, and accounted for aout 46E of Finlands e$orts in <996 The Noia rand, +alued at K<7 illion, is listed as the 4Dth most +aluale gloal rand in the /nter rand Business ee Best *loal Brands list of <944 /t is the 4Dth raned rand cor$oration in uro$e (as of <944), the 5th most admirale Networ and Other %ommunications ?ui$ment com$any worldwide in Fortunes orlds Most Admired %om$anies list of <944 , and the worlds 4D;th largest com$any as measured y re+enue in Fortune *loal 799 list of <944 /n uly <949, Noia re$orted a dro$ in $rofits y D9E, which turned into an o$erating loss of -# D5G million in < <944 /n the gloal smart $hone ri+alry, Noia held the ;rd $lace in <<944, trailing ehind Samsung and A$$le On 44 Feruary <944, Noia announced a $artnershi$ with Microsoft where all future Noia smart $hones will e $owered y the indows !hone (!G) o$erating system On <6 Octoer <944, Noia un+eiled its first !G7 $owered handsets 0umia G49 and 599 %ore inno+ation strengths within Noia include s$eed of action, interconnection etween $roducts and ser+ices and the strategic use of design O+er the $ast few years, as margins ha+e een three times those of its nearest com$etitors, the com$any has
re3em$hasi=ed the im$ortance of design to $lace it literally at the heart of the organi=ation:s o$erations This has mo+ed Noia from eing a feature3dri+en to a design3dri+en manufacturer where, amongst others, ethnogra$hy is now a core ca$aility lining consumer eha+ior around new uses of digital media directly into the de+elo$ment $rocess Noia:s leadershi$ in moile de+ices has gi+en it a solid $latform u$on which to uild a ser+ices usiness that e$ands outside the core And here:s the ru, while Noia has consolidated its traditional strengths of #1. and $roduct design, the ig story in <99G was its strategic shift into the multimedia ser+ices s$ace Noia created the N Series to deli+er high3end multimedia $hones /n addition, its near3ui?uitous camera3 $hones ha+e $ro+ided re+enue o$$ortunities from user3generated content /n su$$ort of the social networing trend, Noia has formed alliances with $artners such as Lahoo to allow users to share $hotos using its Flicr ser+ice <996 saw the first talet de+ice with internet, not cellular connecti+ity, and the success of this $roduct has led to a net3generation of internet3only de+ices including wecams and higher le+els of 2o/! By eliminating the S/M card and reaing the connection to the networs, Noia is using alliances with the lies of *oogle and Sy$e to offer more freedom of choice direct to consumers At the lower end of the maret, Noia is the leading rand in %hina and /ndia and is well $ositioned for further growth /t continues to lead on $rocess inno+ation to dri+e down cost and is o$ening its tenth factory in /ndia with the ca$aility to turn out <9m $hones a year
Noia:s inno+ation roadma$ wea+es its software and ser+ices into a seamless $acage Smart ac?uisitions ha+e increasingly $layed a considerale role in this Seeing that that location and content ser+ices $ro+ide ma"or o$$ortunities Noia ought Na+te?, the leading $ro+ider of digital ma$ information for o+er K5n in cash Noia e$ects that the truly moile internet with multi$le connecti+ity o$tions that enale faster access to music, +ideo, T2 and moile na+igation and massi+e multi$layer gaming ser+ices will e a ma"or factor in dri+ing further growth ith o+erall industry handset +olumes growing, Noia is in the strongest $osition of any manufacturer Noia is +ery, +ery successful and, in <996, generated re+enue that for the first time was in ecess of Finland:s state udget Noia has always used inno+ation as a ey dri+er for growth> first, y $ioneering *SM and then y rein+enting the conce$t of $roduct $ersonali=ation These days Noia:s challenge is to maintain its $osition in a world increasingly con+erged and dominated y the lies of *oogle and Microsoft Howe+er, while these com$anies ha+e strong rands and interesting $lans for the future, they don:t ha+e control o+er the handset Noia is undling great ser+ices with tailored, user3friendly hardware ith a illion customers and relationshi$s with hundreds of o$erators around the world, Noia may well manage to hold its $lace
INO(ATION
Th- ?ourn-y %nto T-+-#o//un%#at%ons
NoiaPs %ale ors lectronics de$artment started to conduct research into semiconductor technology in the 4869Ps This was the eginning of Noias "ourney into telecommunications /n the early 48G9s, the ma"ority of tele$hone echanges were electro3mechanical analog switches Noia egan de+elo$ing the digital switch (Noia . <99) which ecame a success Noia . <99, which was e?ui$$ed with high3le+el com$uter language and /ntel micro$rocessors gradually e+ol+ed into the multifaceted $latform that is still the asis for Noias networ infrastructure today At the same time, new legislation allowed the Finnish telecommunications authorities to set u$ a moile networ for car $hones that was connected to the $ulic networ The result was Nordic Moile Tele$hony (NMT) O$ening in 4854, NMT was the worlds first multinational cellular networ .uring the following decade, NMT was introduced in many other countries and launched the ra$id e$ansion of the moile $hone industry At the end of the 4859s a common standard for digital moile tele$hony was de+elo$ed This standard is nown as *SM (*loal System for Moile %ommunications) /n 4884 Noia made agreements to su$$ly *SM networs to nine uro$ean countries and y August 488G Noia had su$$lied *SM systems to 78 o$erators in ;4 countries N-) Produ#ts
.uring the 4859s, Noias o$erations ra$idly e$anded to new usiness sectors and $roducts The strategy was to e$and ra$idly on all fronts /n 4855, Noia was a large tele+ision manufacturer and the largest information technology com$any in the Nordic %ountries
FOC5&ING ON TELECOMM5NICATION&
.uring the dee$ recession in Finland at the eginning of the 4889s, the telecommunications and moile $hones di+isions were the su$$orting $illars of the Noia .es$ite the de$th of the recession, Noia came to its feet ?uicly as the com$any started streamlining its usinesses /n May 488< Noia made the strategic decision to di+est its non3core o$erations and focus on telecommunications The com$anys <499 series $hone was an incredile success /n 488D, the goal was to sell 799,999 units Noia sold <9 million /t has een rumored that a grou$ of usinessmen tried to offer Noia to the Swedish telecom com$any ricsson during the recession (4889Ps)Q Today, Noia is a world leader in digital technologies, including moile $hones, telecommunications networs, wireless data solutions and multimedia terminals/n the 48G9s and 4859s, Noia de+elo$ed the Sanomalaite"Rr"estelmR (Message de+ice system), a digital, $ortale and encry$ted tet3ased communications de+ice for the Finnish .efiance Forces current main unit used y the .efiance Forces is the Sanomalaite M89 (SAN0A M89) h- Mo%ra C%ty/an !:$ No%as NMT> /o%+- phon- ro/ != ,+-t$ #o/par-d to th- No%a !! ro/ 67. Mo%ra C%ty/an +%n- )as +aun#h-d %n !=<. T ht-#hno+o'%-s that pr-#-d-d /od-rn #-++u+ar /o%+t-+-phony syst-/s )-r- th- *ar%ous G pr->#-++u+ar /o%+- rad%o t-+-phony standards. No%a had --n produ#%n' #o//-r#%a+ and so/- /%+%tary /o%+- rad%o #o//un%#at%ons t-#hno+o'y s%n#- th- !"s$ a+thou'h th%s part o th- #o/pany )as so+d so/- t%/- -or- th+at-r #o/pany rat%ona+%at%on. &%n#- !"8$ No%a had d-*-+op-d (HF rad%o s%/u+tan-ous+y )%th &a+ora Oy. In !""$ No%a and &a+ora start-d d-*-+op%n' th- ARP standard ,)h%#h stands or Autorad%opuh-+%n$ or #ar rad%o phon- %n En'+%sh$ a #ar>as-d /o%+- rad%o t-+-phony syst-/ and th- %rst #o//-r#%a++y op-rat-d pu+%# /o%+- phon- n-t)or %n F%n+and. It )-nt on+%n%n !
/n 48G8, the merger of Noia and Sailor resulted in the estalishment of Moira Oy Moira egan de+elo$ing moile $hones for the NMT (Nordic Moile Tele$hony) networ standard, the first3generation, first fully automatic cellular $hone system that went online in 4854 /n
485<, Moira introduced its first car $hone, the Moira Senator for NMT3D79 networsNoia ought Salora Oy in 485D and now owning 499E of the com$any, changed the com$anys telecommunications ranch name to Noia3Moira Oy The Moira Tal man, launched in 485D, was one of the worlds first trans$ortale $hones /n 485G, Noia introduced one of the worlds first handheld $hones, the Moira %ity man 899 for NMT3899 networs (which, com$ared to NMT3D79, offered a etter signal, yet a shorter roam) hile the Moira Senator of 485< had weighed 85 g (<< l) and the Tal man "ust under 7 g (44 l), the Moira %ityman weighed only 599 g (<5 o=) with the attery and had a $rice tag of
Pr->t-+-#o//un%#at%ons -ra
The $redecessors of the modern Noia were the Noia %om$any (Noia Atieolag), Finnish #uer ors 0td (Suomen *ummitehdas Oy) and Finnish %ale ors 0td (Suomen @aa$elitehdas Oy) U<5V Noias history starts in 4567 when mining engineer Fredri /destam estalished a groundwood $ul$ mill on the ans of the Tammerosi ra$ids in the town of Tam$ere, in southwestern Finland in #ussian m$ire and started manufacturing $a$er /n 4565, /destam uilt a second mill near the town of Noia, fifteen ilometres (nine miles) west of Tam$ere y the Noian+irta ri+er, which had etter resources for hydro$ower $roduction /n 45G4, /destam, with the hel$ of his close friend statesman 0eo Mechelin, renamed and transformed his firm into a share com$any, therey founding the Noia %om$any, the name it is still nown y today
Toward the end of the 48th century, Mechelins wishes to e$and into the electricity usiness were at first thwarted y /destams o$$osition Howe+er, /destams retirement from the management of the com$any in 4586 allowed Mechelin to ecome the com$anys chairman (from 4585 until 484D) and sell most shareholders on his $lans, thus reali=ing his +ision /n 489<, Noia added electricity generation to its usiness acti+ities Industr%a+ #on'+o/-rat-
/n 4585, duard !olWn founded Finnish #uer ors, manufacturer of galoshes and other ruer $roducts, which later ecame Noias ruer usines At the eginning of the <9th century, Finnish #uer ors estalished its factories near the town of Noia and they egan using Noia as its $roduct rand /n 484<, Ar+id icstrXm founded Finnish %ale ors, $roducer of tele$hone, telegra$h and electrical cales and the foundation of Noias cale and electronics usinesses At the end of the 4849s, shortly after orld ar /, the Noia %om$any was nearing anru$tcy To ensure the continuation of electricity su$$ly from Noias generators, Finnish #uer ors ac?uired the usiness of the insol+ent com$any /n 48<<, Finnish #uer ors ac?uired Finnish %ale ors Y /n 48;G, 2arner Becman, a s$ort wrestler and Finlands first Olym$ic *old medalist, ecame !resident of Finnish %ale ors, after 46 years as its Technical .irector After orld ar //, Finnish %ale ors su$$lied cales to the So+iet -nion as $art of Finlands war re$arations This ga+e the com$any a good foothold for later trade The three com$anies, which had een "ointly owned since 48<<, were merged to form a new industrial conglomerate, Noia %or$oration in 486G and $a+ed the way for Noias future as a gloal cor$oration U;7V The new com$any was in+ol+ed in many industries, $roducing at one time or another $a$er $roducts, car and icycle tires, footwear (including ruer oots), communications cales, tele+isions and other consumer electronics, $ersonal com$uters, electricity generation machinery, rootics, ca$acitors, military communications and e?ui$ment (such as the SAN0A M89 de+ice and the M64 gas mas for the Finnish Army), $lastics, aluminium and chemicals ach usiness unit had its own director who re$orted to the first Noia %or$oration !resident, B"Xrn asteland As the $resident of the
Finnish %ale ors, he had een res$onsile for setting u$ the com$any:s first electronics de$artment in 4869, sowing the seeds of Noia:s future in telecommunications +entually, the com$any decided to lea+e consumer electronics ehind in the 4889s and focused solely on the fastest growing segments in telecommunications Noia Tires, manufacturer of tires, s$lit from Noia %or$oration to form its own com$any in 4855 and two years later Noian Footwear , manufacturer of ruer oots, was founded .uring the rest of the 4889s, Noia di+ested itself of all of its non3 telecommunications usinesses Telecommunications era The seeds of the current incarnation of Noia were $lanted with the founding of the electronics section of the cale di+ision in 4869 and the $roduction of its first electronic de+ice in 486<> a $ulse analy=er designed for use in nuclear $ower $lants /n the 486G fusion, that section was se$arated into its own di+ision, and egan manufacturing telecommunications e?ui$ment A ey %O and suse?uent %hairman of the Board was vuorineuvos B"orn Nile asteland (484
MI&&ION ; GOAL& OF COMPAN9
4 The main o"ecti+e of Noia %om$any is to get the $rofit < To ecome no4 in electronic com$anies through out the world, it reaches its o"ecti+e in $resent scenario ; To maintain good relationshi$ with all the $ulic with good $roduction /t is also $erforming in these days, y manufacturing standard moiles of different models D To maintain good name and fame towards $ulic 7 TO S TH MA#@T SHA# OF TH %OM!ANL AN O(ER(IW OF COMPAN9
A wired and wireless telecommunications com$any, Noia /ndia is a
$ioneer of cellular networ in the country /t manufactures a wide range of moile de+ices and $ro+ides $eo$le with e$eriences in music, na+igation, +ideo, tele+ision, imaging, games and usiness moility through these de+ices /t handles research and de+elo$ment, networ infrastructure usinesses and com$any handsets Noia has its manufacturing unit in %hennai Noia has oosted the ca$acity of its manufacturing unit in Sri$erumudur, %hennai y in+esting a who$$ing -S. G7 million for the year <995 The com$any added Noia 7649 and Noia 7;49 in its $ress Music $ortfolio /t had also launched the first +ernacular news $ortal in <99G /t was raned Dth in the Most Trusted Brand Sur+ey y Brand ?uity I <99G and No4 MN% in /ndia y Business orld /ndia:s leading usiness weely 3 <99G /t is a fast $aced organi=ation with a com$etiti+e wor en+ironment /t a$$reciates no+el suggestions from its $eo$le /t is multicultural and elie+es in "ust treatment for its em$loyees
ACHEI(MENT OF COMPAN9 No%a Mar-t shar- %s #ont%nuous+y %n#r-as%n'
4 Noia named as one of world:s most sustainale <technology com$anies ; Noia est $lace to wor in %entral America and %ariean D Other awards and accolades
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Here:s a selection of other awards and accolades Noia has $iced u$ in recent years> <944 Fores To$ 49 orld:s Most Sustainale %om$anies (ZD) To$ s$ot in *reen $eace:s *uide to *reener lectronics <949 (eight consecuti+e Z4 $ositions since Se$temer <995) -ni+erse:s To$ 79 orld:s Most Attracti+e m$loyers for Students <944 NASS%OM:s cellence in *ender /nclusi+ity in /ndia <949 <949 Best Brand Award in Bangladesh (Z4 for third consecuti+e year) <949 Bloomerg Business ee To$ <7 Most /nno+ati+e %om$anies To$ 79 Maclean:s Socially #es$onsile %om$anies in %anada <949 conomic Times Most Trusted Brand in /ndia <949 (Z4) -@ Nordic Business award for #esearch and .e+elo$ment <949 Modern %onsumer maga=ine:s <949 Bra=il:s &%om$anies that Most #es$ect the %onsumer' (Z4)
COMPETITI(E EN(IRONMENT
lectronic $roducts such as cell $hones im$act the en+ironment oth during $roduction and after their useful life when they are discarded and turned into electronic waste Noia is listed in *reen$eaces *uide to *reener lectronics that scores leading electronics manufacturers according to their $olicies on sustainaility, climate and energy and how green their $roducts are /n No+emer <944 Noia raned ;rd out of 47 listed electronics com$anies, falling two $laces due to its weaer $erformance on the nergy criteria and scoring D849 All of Noias moile $hones are free of toic $oly+inyl chloride (!2%) since the end of <997 and all new models of moile $hones and accessories launched in <949 are on trac to e free of ruminated com$ounds, chlorinated flame retardants and antimony trioide Noias +oluntary tae3ac $rogrammed to recycle old moile $hones s$ans 5D countries with almost 7,999 collection $oints Howe+er, the recycling rate of Noia $hones was only ;I7E in <995, according to a gloal consumer sur+ey released y Noia The ma"ority of old moile $hones are sim$ly lying in drawers at home and +ery few old de+ices, aout DE, are eing thrown into landfill and not recycled U4G6V All of Noias new models of chargers meet or eceed the nergy Star re?uirements Noia aims to reduce its caron dioide emissions y at least 45 $ercent in <949 from a aseline year of <996 and co+er 79 $ercent of its energy needs through renewale energy sources *reen$eace is challenging the com$any to use its influence at the $olitical le+el as numer 57 on the Fortune 799 to ad+ocate for climate legislation and call for gloal greenhouse gas emissions to $ea y <947 Noia is researching the use of recycled $lastics in its $roducts, which are currently used only in $acaging ut not yet in moile $hones Since <994, Noia has $ro+ided eco declarations of all its $roducts and since May <949 $ro+ides co $rofiles for all its new $roducts /n an effort to further reduce their en+ironmental im$act in the future, Noia released a new $hone conce$t, #emade, in Feruary <995 The $hone has een constructed of solely recyclale materials The outer $art of the $hone is made from recycled materials such as aluminum cans, $lastic ottles, and used car tires The screen is constructed of recycled glass, and the hinges ha+e een created from ruer tires The interior of the $hone is entirely constructed with
refurished $hone $arts, and there is a feature that encourages energy sa+ing haits y reducing the aclight to the ideal le+el, which then allows the attery to last longer without fre
Corporat- 'o*-rnan#-
The control and management of Noia is di+ided among the shareholders at a general meeting and the *rou$ ecuti+e Board under the direction of the Board of .irectors (right) The %hairman and the rest of the *rou$ ecuti+e Board memers are a$$ointed y the Board of .irectors Only the %hairman of the *rou$ ecuti+e Board can elong to oth, the Board of .irectors and the *rou$ ecuti+e Board The Board of .irectors committees consist of the Audit %ommittee, the !ersonnel %ommittee and the %or$orate *o+ernance and Nomination %ommittee The o$erations of the com$any are managed within the framewor set y the Finnish %om$anies Act, Noias Articles of Association and %or$orate *o+ernance *uidelines, and related Board of .irectors ado$ted charters Group E0-#ut%*- Board ,?anuary 6!!
Ste$hen lo$ (%hairman), 486; !resident, %O and *rou$ ecuti+e Board %hairman of Noia %or$oration since Se$temer <4, <949 oined Noia on Se$temer <4, <949 so Aho, 487D ecuti+e 2ice !resident, %or$orate #elations and #es$onsiility oined Noia <995, *rou$ ecuti+e Board memer since <998 Former !rime Minister of Finland (4884I4887) erri .e2ard, 4875 ecuti+e 2ice !resident, %hief Mareting Officer oined Noia <944, *rou$ ecuti+e Board memer since <944 Timo /hamuotila, 4866 ecuti+e 2ice !resident, %hief Financial Officer ith Noia 488;I4886, re"oined 4888, *rou$ ecuti+e Board memer since <99G Mary T Mc.owell, 486D ecuti+e 2ice !resident, Moile !hones oined Noia <99D, *rou$ ecuti+e Board memer since <99D .r Tero O"an$erR, 4866
ecuti+e 2ice !resident, Ser+ices, Moile Solutions oined Noia 4889, *rou$ ecuti+e Board memer since <997 Nilas Sa+ander , 486< ecuti+e 2ice !resident, Marets oined Noia 488G, *rou$ ecuti+e Board memer since <996 Alerto Torres, 4867 ecuti+e 2ice !resident, Mee*o %om$uters, Moile Solutions oined Noia <99D, *rou$ ecuti+e Board memer since <998 uha [rRs, 4867 ecuti+e 2ice !resident, Human #esources uha [rRs, 4867 ecuti+e 2ice !resident, Human #esources oined Noia 488;, *rou$ ecuti+e Board memer since <949 .r @ai \istRmX, 486D ecuti+e 2ice !resident, %hief .e+elo$ment Officer oined Noia 4884, *rou$ ecuti+e Board memer since <997 Board o D%r-#tors
orma Ollila (%hairman), 4879 Board memer since 4887, %hairman of the Board of .irectors since 4888 %hairman of the Board of .irectors of #oyal .utch Shell !0% .ame Mar"orie Scardino (2ice %hairman), 48DG Board memer since <994 %hairman of the %or$orate *o+ernance and Nomination %ommittee, Memer of the !ersonnel %ommittee %hief ecuti+e Officer and memer of the Board of .irectors of !earson !0% 0alita . *u$te, 48D5 Board memer since <99G, Memer of the Audit %ommittee Non3eecuti+e %hairman of the /%/%/ 2enture Funds Management %o 0td .r Bengt HolmstrXm, 48D8 Board memer since 4888 !aul A Samuelson !rofessor of conomics at Massachusetts /nstitute of Technology, "oint a$$ointment at the M/T Sloan School of Management .r Henning @agermann, 48DG Board memer since <99G, Memer of the !ersonnel %ommittee %O and %hairman of the ecuti+e Board of SA! A* !er @arlsson, 4877
Board memer since <99<, /nde$endent %or$orate Ad+isor %hairman of the !ersonnel %ommittee, Memer of the %or$orate *o+ernance and Nomination %ommittee /sael Marey3Sem$er, 486G Board memer since <998, Memer of the Audit %ommittee %hief Financial Officer, 2! in charge of strategy of !SA !eugeot %itro]n #isto Siilasmaa, 4866 Board memer since <995, Memer of the Audit %ommittee Founder and %hairman of F3Secure @ei"o Suila, 48D7 Board memer since <996, Memer of the Audit %ommittee For/-r #orporat- o%#-rs Ch%- O%#-rs
B"Xrn esterlund
E0-#ut%*-
486GI 48GG 48GGI @ari @airamo 4855 Simo 4855I 2uorilehto 488<
Cha%r/-n o th- Board o D%r-#tors
0auri 486GI @i+eRs 48GG B"Xrn 48GGI esterlund 48G8 48G8I Mia Tii+ola 4856
Simo 2uorilehto Mia Tii+ola %asimir hrnrooth
RE&ERCH METHOLOG9
U4D9V
4855I 4889 4889I 488< 488
This cha$ter includes +arious tools and techni?ues that are used for in+estigation Methodology includes a systematic way of collecting the data through sam$le design, analy=ing it, $rocessing the $roducts and the future o+er comings ^To now aout the rand Noia and the Samsung their $roducts, maret strategies, +alues mission ado$ted in the cellular com$anies ^To now consumer eha+ior towards Noia and Samsung data, inter$reting the data for re?uirement Noia has the single largest maret share in /ndia of 69Eand the we ha+e noticed that Noia is the only com$etitor of Samsung ut Noia:s ma"or com$etitor is Sonyricson since these are +ery $rominent $layers in the maret
OB?ECTI(E& OF THE &T5D9 ^To now aout the cellular industries ^To hel$ consumers to now aout the com$anies their
&COPE OF &T5D9
Noia has the si As learning is the human acti+ity and is as natural ,as reathing des$ite of the fact the learning is all $er+asi+e in our li+es, $sychologists do not agree on how learning taes $lace how indi+iduals learn s a matter of interest to maret largest maret share in /ndia of 69Eand the we ha+e noticed that Noia is the only com$etitor of Samsung ut Noia:s ma"or com$etitor is Sony ricson since these are +ery $rominent $layers in the maret ^To now aout the cellular industries ^To hel$ consumers to now aout the com$anies their $roducts and the future o+er comings ^To now aout the rand Noia and the Samsung their $roducts, maret strategies, +alues mission ado$ted in the cellular com$anies ^To now consumer eha+ior towards Noia and Samsung
DATA COLLECTION METHOD Data &our#-s Secondary data M-thods o pr%/ary data #o++-#t%on1>
Oser+ation /nter+iewing Mail sur+ey $erimentation Simulation !ro"ecti+e techni?ues uestionnaires /n this study, inter+iew techni?ues of data collection are $racticed
&-#ondary data1>
Secondary data is collected from sources which contain data that has een collected and com$iled for another $ur$ose /t may e defined as data that for an earlier $ur$ose other than currently !ursued The secondary study consists of $ulished records and re$orts Technical and trade "ournals Maga=ines and news$a$ers !ulic records and statistics #elated wesites Popu+at%on and sa/p+-
The total numer of consumers is large in si=e in which 499 $eo$le are taen as sam$le A con+enience sam$ling method has een conducted
DATA ANAL9&I& ; INTERPRETATION
Marets
/NT#!#TAT/ON3 /N TH O#0. #-! HAS TH MA/M-M SHA# AMON* TH OTH# MA#@T:S OF TH O#0.
/NT#!#TAT/ON 3 NO@/A HAS /N%#AS. /TS SHA# /N TH MA#@T:S 0A./N* SMA#T!HON B#AN.:S
No%a Tott-r%n' At th- Top o Mo%+- Ran%n'sJ App+- L-ad%n' &/artphon-s
!#SNT /M!#SS/ON /N TH /N./AN MA#@T
/NT#!#TAT/ON /m$ressions on the asis of handset manufacturer are also discussed Again, Noia leads with a 784E share and more than D illion im$ressions $er month Samsung comes second with <;5E share followed y Sony ricsson at 6DE, 0* at ;GE, Microma at 4
CHAPTER> 7 .TA/0S OF A00 .!A#TMNT H-MAN #SO-#%S .!A#TMNT F/NAN%/A0 .!A#TMNT MA#@T/N* .!A#TMNT
ORGANI&ATIONAL &TR5CT5RE OF NOKIA
&TR5CT5RE OF FINANCIAL DEPARTMENT
H5MAN RE&O5RCE& DEPARTMENT No%a1
Hu/an
R-sour#-
Mana'-/-nt
,HR
4
!ersonnel
management To maintain a healthy, successful and efficient en+ironment Noia collaorates with its em$loyees under the main goal to create an en+ironment for all its em$loyees where they can fulfill their $otential Moti+ation, encouragement and maintaining em$loyees satisfaction and well3eing at wor is +ital for Noia to $erform at its est As a goods manufacturer Noia collaorates with its em$loyees within formal and informal networs to allow ideas to e echanged easily To encourage their em$loyees, Noia has ada$ted +arious H# techni?ues including $ay system, training and de+elo$ing em$loyees, and fringe enefits R-)ards
The total com$ensation of em$loyees aims to not only maintain a healthy woring en+ironment, ut to also fulfill Noia:s goal to fulfill em$loyees $otential Noia rewards its em$loyees for good $erformance, com$etence de+elo$ment, and com$any success rewarding higher $erformance and contriution with higher
FINANCIAL DEPARTMENT Noia Finance .e$artment Finance de$artment The finance de$artment is res$onsile for ra=ing the money so that the usiness can sur+i+e or e$and /t can do this y a "udicious miture of orrowing, going to the shareholders, reducing costs and managing to increase $rocess marginally Sources of finance _ Ta refunds _ Ban _ Mortgage _ !ri+ate loans _ %redit cards _ Shares _ *rants _ O+erdrafts _ !ersonal in+estments _ Borrowing _ Sa+ings _ indfalls The de$artment must record all financial transactions, it must e
in+ol+ed in costing and ad+ise on $ricing, and it $re$ares and arranges for the $ayment of wages and salaries /t must $ro+ide continuous $re$are the final accounts for the year which will e audited and $resents to the shareholders meeting The finance de$artment em$loys a numer of e$erts These are accountants, ut they are not all the same There is a +ariety of s$eclities which accountants co+er
MARKETING DEPARTMENT
Noia:s future success de$ends on deli+ering great e$eriences to its customers y creating $roducts and solutions that wor seamlessly and are a$$ealing /ts strategy contains the core elements re?uired to accom$lish this, and is o$timi=ed for ta$$ing into the moile industry:s gloal growth $otential as it unfolds The roots of Noia go ac to the year 4567 with the estalishment of a forest industry enter$rise in South3estern Finland y mining engineer Fredri /destam lsewhere, the year 4585 witnessed the foundation of Finnish #uer ors 0td, and in 484< Finnish %ale ors egan o$erations *radually, the ownershi$ of these two com$anies and Noia egan to shift into hands of "ust a few owners Finally in 486G the three com$anies were merged to form Noia %or$oration At the eginning of the 4859s, Noia strengthened its $osition in the telecommunications and consumer electronics marets through the ac?uisitions of Moira, Salora,
CHAPTER >8 SOT ANA0LS/S F/N./N* OF %ON%0-S/ON 0/M/TAT/ON 1 S-**S/ON BO/*#A!HL
&WOT ANAL9&I& &tr-n'ths •
•
•
• •
•
• • • •
$erience I 4D< year of history Strong financial su$$ort for # 1 . (4D illion -S.) 0argest networ of selling 1 distriution Strong customer relation ide range of $roducts for all class High #esale +alue com$ared to other com$etitors .uraility 0ong attery life -ser friendly *loal $ansion
Opportun%t%-s • • • •
• •
New growth marets Other hand held de+ices ell designed and styled sets /ncrease their $resence in ;* 1 edge maret /m$ro+ise on ?uality of camera Mini noteoos
2eakness • • •
• •
•
N *age is a flo$ 0ow +oice ?uality 0ess stylish in low $riced $roducts Hea+y sets Maret simming $rices of high sets -nlie / $hone a$$le, Noia N8G is com$le, tough and not user friendly
Thr-ats •
•
•
•
%hina moiles I /t has made eact co$y of Noia N86 %hea$ 1 wide range models from Motorola Sales may decline due to gloal economic downturn / $hone a$$le I A fierce com$etitor for Noia N8G
FINDING ; CONCL5&ION The customer analysis of this coursewor highlighted that the u$$er segment of the $ o $ u l a t i o n a r e t h e m a " o r c o n s u m e r s o f m o i l e $ h o n e s t e n s i + e r e s e a r c h w a s conducted into the strategies eing im$lemented for the rural maret Noia and Sony ricsson segment the maret on a similar asis Howe+er, they ha+e different inter$retations Noia has saturated the uran maret including the B and class cities and is now targeting $otentially unta$$ed marets Sony ricsson on the other hand has chosen to focus its energies on the B and % class cities since which it had not +entured into so farThe $rominent rands in the /ndian cellular $hone industry are Noia, Sony ricsson, Motorola, and Samsung Noia has the single largest maret share in /ndia of 69Ee ha+e analy=ed that Noia is etter than Samsung Noia and also on one of its ma"or com$etitors Sony ricsson since these are +ery $rominent $layers in the /ndian maret /n $artnershi$ with @umar Sasan, .irector 3 Business H#, %ustomer 1 Maret O$erations, we designed a ` day Team 0eadershi$ worsho$ I drawing together academic e$ertise and e$eriential learning techni?ues I to enale $artici$ants to address the team and leadershi$ challenges at NO@/A These included> A series of $owerful acti+ities to identify goals to ensure team agreement and moti+ation toward achie+ing the goals A management decision game to encourage nowledge sharing, team $rolem sol+ing, and $ro+ide a com$elling moti+ation to share
'rawing together the learning and e)periences, create a plan of action for transfer to the workplace that continues to enhance team and personal development.
Th- R-su+ts The Team 0eadershi$ worsho$ $ro+ided an engaging en+ironment for NO@/A leaders to gain essential nowledge aout teams, de+elo$ ca$aility in sharing nowledge and resources, and a$$ly $ractical framewors to ty$ical issues facing a customer dri+en organi=ation @umar Sasan (.irector, Business H#, %ustomer 1 Maret O$erations) summed u$ his satisfaction with our team leadershi$ worsho$, “The workshop helped us visualize our direction and gave us all a new perspective to meet some challenging goals. It was excellent, unique and enjoyable.
LIMITATION ; &5GGETION
%0S/M was ased to design and deli+er a half3day team leadershi$ worsho$ as $art of a two3day 0eadershi$ Summit for the %ountry Heads and Account .irectors of the recently formed Asia !acific regions of South ast Asia, Australia and New ealand The o"ecti+e of the team leadershi$ worsho$ was to de+elo$ strong cross3regional and cross3functional relationshi$s that are su$$orti+e, congruent and culturally fluent to $ro+ide a foundation for growth and continuous im$ro+ement in 4 0eadershi$> de+elo$ insight and awareness with a fresh $ers$ecti+e, ecome energetic leaders of own teams < Teamwor> across the region, woring across oundaries ($hysical, $olitical, cultural), es$ecially as +irtual teams ; Shared Situational Awareness> understanding of the enefits of sharing resources and nowledge, how to align NO@/A strategy with client needs
&u''-st%ons '%*-n y th- p-op+- .. Dur%n' our sur*-y )- as-d th- p-o p+- to '%*- so/su' '-st %ons t o th- #o/panan%-s th-r- %s s%/%+ar su''-st%on or oth th- #o/pan%-s '%*-n y 6:p-op+-s that th-y shou+d not %n#r-as- th-%r pr%#-s. And ! su''-st%ons '%*-n yon+y ! p-rson out o : that %s #-++u+ar #o/pan%-s that th-r- shou+d so/-un#t%on to %nd%#at- th- p-rson %s dr%*%n' th%s )%++ not a*o%d a##%d-nts dur%n'.
B%+%o'raphy
!. ))).no%a.#o/ 6. En.)%%p-d%a.or' 7. ))).s#r%d.#o/ 8. ))).us%n-ss>standard.#o/ :. ))).s+%d-shar-.#o/ ". )))./on-y#ontro+.#o/ <. ))).-#ono/%#t%/-s.%nd%at%/-s.#o/ =. C-++ phon- T-#h &upport ,Ma'a%n-
Dr) H!r $n,* G/ur Kendr(! 5*!6d(!4!(! Department of Business Management “Company Profile of Nokia”
Questionnaire
1. Which prouct of Nokia o you use ! a" Nokia N#series $" Nokia %#series
c" Nokia Music phone " Dual sim phone
&. 'o( much are you satisfie (ith the proucts of Nokia! a" %)tremely satisfie
$" *atisfie
c" Not satisfie
" Not use
+. ,re the proucts a-aila$le near#$y your resience ! a" es
$" No
/. Do salesman also come to sell the Proucts of Nokia to your house ! a" es
$" No
0. What are the things you like a$out Nokia! 2. Do you 3ike the ,-ertisements of the Proucts of Nokia on the4ele-ision ! a" es
$" No
5. 6i-e your -alua$le comments or suggestions 7
Customer Name 7 ............................................... ........ *ignature 7
Date7
CHAPTER – 1 INTRODUCTION OF NOKIA
CHAPTER – 1 RESEARCH METHODLOGY
CHAPTER – 3 CUSTOMER SATISFACTION
CHAPTER – 4 DATA ANALYSIS AND INTERPRETATION
CHAPTER – 5 CONCLUSTION AND FINDINGS
CHAPTER – 6 LIMITATION AND SUGESSION
BIBLIOGRAPHY