1. The Nokia case

2. What is Nokia? Nokia is the world leader in mobility, driving the transformation and growth of the converging Internet and communications industries. Nokia makes a wide range of mobile devices and provides people with experiences in navigation, video, television, business mobility through these devices, equipment, solutions and services for communications networks.

3. Targets Nokia's quality targets are: To be number one in customer and consumer loyalty To be number one in product leadership To be number one in operational excellence

4. What does Nokia want for their customers? Nokia wants their customers to know that they are the best quality company in the industry with the best products and services, most loyal customers and most efficient operational mode. Nokia is constantly trying to gain new customers in new locations via their new technologies and innovative mobile devices

5. HISTORY Foundation in 1865 Current form as cooperation in 1967 In 1990‘s telecomunication got ist core business Now Nokia products are used everywhere in the world

6. OPERATIONS MANAGEMENT Service and Product Design Quality Management Process, Capacity Design Location Layout Design Human Resources and Job Design Supply – Chain Management Inventory Management Scheduling Maintenance

7. Operations Management PROCESS, CAPACITY DESIGN Networks Technology China Finland India Customization and Logistics Centre United States Mobile Devices and Enhancements BrazilChina FinlandGermany Great BritainHungary IndiaMexico South Korea

8. Nokia listens to the views of their employees and act on them when designing their people policies and practices. Besides, the company rewards employees for good performance, competence development, and for overall company success.