Project Report on

Industrial Internship
In
Nokia India Pvt Ltd
Production process and Quality tool
Sipcot, Nokia, Suez park Chennai Tamil Nadu
Submitted By
Binit Kumar chuodhary
Course: - PGDM or MSc in Productivity and Quaility Management
Enrolment No: - MUR1203222, Roll no; - 1211247

Footwear Design & Development Institute

(Ministry of Commerce & Industry, Government of India)

Sipcot, FOOTWEAR COMPONENT PARK, CHENNAI

INDEX
AKNOWLEDGEMENT
EXECUTIVE SUMMARY
 OBJECTIVE OF TRAINING
COMPANY PROFILE

NOKIA PRODUCT

PRODUCTION PROCESS

CLOUR CODE OF NOKIA FACTORY

QUAILITY POLICY

QUAILITY CHECK POINTS

5S OF NOKIA FACTROY

KAIZEN THEROY AND 7 QC TOOLS

7C OF NOKIA COMMUNACTION

5WHY OF NOKIA

SWOT ANALYSIS OF NOKIA

Acknowledgement

This project would be incomplete without the mention of the

people who made it possible, whose constant and encouragement
crowed my Success
I would like to express my sincere gratitude to Nokia India Pvt
Ltd chennai for giving me the opportunity to undergo this Project
in their esteemed Organization

I would also express my Deep sense of Gratitude to MR

Manikantan Sir Quaility Manager of Nokia India Pvt Ltd and
Mrs Sairani Mam, Deputy Manger Training And Development
team and all the Member of Nokia India Pvt Ltd

I would also like to thank My Project Coordinator Ezhil Sir, HOD

of Productivity and Quaility management in FDDI, chennai
without whose guidance and Moral Support this Project Would
not have been Success

I also thankful to entire team of Nokia India Pvt Ltd who helped
us intellectually in preparation of this Project
THANKS

EXECUTIVE SUMMARY
The project was carried out of Nokia India Pvt ltd, Chennai
which one is leading telecom and Mobile Production and Export
Company of World
The project was undertaken during month of June 2013 at
Nokia India Pvt ltd

The job assigned to us for the project was to do observation of

work and structure of different department
The entire Project was having many Primary and Secondary
Objectives to achieve the Objectives are as follows
PRIMARY OBJECTIVES:-
To understand the full mobile making process and Quaility
check point and polices
To understand the role and important of management
SECONDARY OBJECTIVES;-
To know the latest technology available and machine used
 To understand the customer relationship and market demand of
different model
To understand the scope and position of world mobile industry
To understand customer expectation and demand

OBJECTIVES OF TRAINING
TO KNOW THE INDUSTRIES TELECOME PRODUCTION METHOD
TO UNDERSTAND THE DIFFERENT PROCESS INVOLVED IN DEPTH
TO UNDERSTAND THE ROLE AND NATURE OF MANAGEMENT
INVOLVED

Company profile
Always adapting
Over the past 150 years, Nokia has evolved from a riverside paper mill in south-western
Finland to a global telecommunications leader connecting over 1.3 billion people.
During that time, weve made rubber boots and car tyres. Weve generated electricity.
Weve even manufactured TVs. Changing with the times, disrupting the status quo its
what weve always done. And we fully intend to keep doing it.
The story so far
In 1865, mining engineer Fredrik Ides tam sets up his first wood pulp mill at the
Tammerkoski Rapids in south-western Finland. A few years later he opens a second mill
on the banks of the Nokianvirta River, which inspires him to name his company Nokia
Abs in 1871.
How apt that Nokia begins by making paper one of the most influential
communications technologies in history.
The galoshes revolution
OK, so its not exactly a revolution. But in 1898, Eduard Poln founds Finnish Rubber
Works, which later becomes Nokias rubber business, making everything from galoshes
to tyres.
Nokia rubber boots become a bona fide design classic, still on sale to this day though
we no longer make them.
Electronics go boom
In 1912, Arvid Wickstrm sets up Finnish Cable Works, the foundation of Nokias cable
and electronics business.
By the 1960s, Finnish Cable Works already working closely with Nokia Ab and
Finnish Rubber Works starts branching out into electronics. In 1962, it makes its first
electronic device in-house: a pulse analyser for use in nuclear power plants.
In 1963, it starts developing radio telephones for the army and emergency services
Nokias first foray into telecommunications. In time, the companys Mikro Mikko
becomes the best known computer brand in Finland. And by 1987, Nokia is the third
largest TV manufacturer in Europe.
Three become one
Having been jointly owned since 1922, Nokia Ab, Finnish Cable Works and Finnish
Rubber Works officially merge in 1967. The new Nokia Corporation has five businesses:
rubber, cable, forestry, electronics and power generation. But as the 1980s come into
view, its an entirely new industry that makes Nokia a household name around the
world.
By the late 1970s and early 1980s it seems everything from Tom Sellecks moustache to
JR Ewings list of enemies is seriously big. And as the mobile communications
revolution starts to gather momentum, the early handsets continue the trend.
The new Nokia Corporation is ideally placed to take a pioneering role in this new
industry, leading the way with some iconic and by todays standards, very large
products.
The mobile era begins
Nokia sets the ball rolling in 1979, creating radio telephone company Mobira Oy as a
joint venture with leading Finnish TV maker Salora. 1981 then sees the launch of the
Nordic Mobile Telephone (NMT) service, the worlds first international cellular network
and the first to allow international roaming.
The NMT standard catches on fast and the mobile phone industry begins to expand
rapidly. In 1982, Nokia introduces the first car phone the Mobira Senator to the
network. That same year, the Nokia DX200, the companys first digital telephone
switch, goes into operation.
Good enough for Gorbachev
In 1984, Nokia launches the Mobira Talkman portable car phone. Resembling a military
field telephone, its a fairly cumbersome piece of kit but its a start.
Then in 1987, Nokia introduces the Mobira Cityman, the first handheld mobile phone
for NMT networks. Despite weighing in at 800 grams and a price tag of 24,000 Finnish
Marks (around EUR 4,560), it goes on to become a classic. The Cityman even earns a
nickname, the Gorba, after Soviet leader Mikhail Gorbachev is pictured using one to
make a call from Helsinki to his communications minister in Moscow.
Over the next decade, millions of consumers worldwide enjoy their very own Gorbachev
moment as the mobile revolution takes hold.
In 1987, GSM (Global System for Mobile communications) is adopted as the European
standard for digital mobile technology. With its high-quality voice calls, international
roaming and support for text messages, GSM ignites a global mobile revolution.
As a key player in developing this new technology, Nokia is able to take full advantage.
A new direction
On July 1, 1991, Finnish Prime Minister Harri Holkeri makes the worlds first GSM
call, using Nokia equipment. And in 1992, Nokia launches its first digital handheld GSM
phone, the Nokia 1011.
That same year, new Nokia President and CEO Jorma Ollila makes a crucial strategic
decision: to focus exclusively on manufacturing mobile phones and telecommunications
systems. Nokias rubber, cable and consumer electronics divisions are gradually sold off.
Name that tune
In 1994, Nokia launches the 2100 series, the first phones to feature the Nokia Tune
ringtone. Based on Gran Vals, a classical guitar piece composed by Francisco Tarrega in
the 19th century, it is probably one of the most frequently played pieces of music in the
world. The Nokia 2100 series goes on to sell 20 million phones worldwide. Nokias target
had been 400,000.
1994 also sees the worlds first satellite call, made using a Nokia GSM handse
On top of the world
By 1998, Nokia is the world leader in mobile phones. The strategic decision to focus on
telecommunications, plus early investment in GSM, has paid off. Between 1996 and
2001, Nokias turnover increases almost fivefold from EUR 6.5 billion to EUR 31 billion.
And with the new millennium comes a host of new possibilities as the internet goes
mobile
As the new millennium dawns, everything changes. New technology enables the internet
to go mobile, opening up a world of possibilities for mobile users. No longer are phones
just for phone calls.
Multi-tasking mobiles
In 1999, Nokia launches the Nokia 7110, a phone capable of rudimentary web-based
functions, including email. Then in November 2001 Nokia launches its first phone with a
built-in camera, the Nokia 7650, and in September 2002 its first video capture phone,
the Nokia 3650.
However, its when Nokia launches its first 3G phone (third generation), the Nokia 6650,
in 2002 that things really take off. With 3G technology, phones can now be used to
browse the web, download music, watch TV on the move, and more.
Mobiles will never be the same again.
One billion and counting
In 2005, Nokia sells its billionth phone a Nokia 1100 in Nigeria, and global mobile
phone subscriptions pass 2 billion. Two years later, Nokia is recognised as the 5th most
valued brand in the world.
Things have come a long way since Fredrik Idestam opened his paper mill.
Let battle commence
Nokia launches its first Nokia with Windows Phones, the Nokia Lumia 800 and the
Nokia Lumia 710, in October 2011. Fast-forward to 2013 and Nokia has a full portfolio
of great Windows Phone 8 smart phones, from the Lumia 520 through the flagship
Lumia 920.

Year wise year Record of Nokia Group of companies

A Finland company
Manans- (Brazil)-1998

Beijing-( Dngguan)-1995
Chennai-( India) 2006

Masan ( south Korea ) 1984

Hanoi ( Vietnan)2012

Sector wise segregation of nokia group

Nokia Leather factory 1898

Finishing cable work 1912

Electronic device 1960

 Pulse analyzer 1962
Digital switch telephone exchange 1970
The merge of Nokia and Salora name
MOBIRA mobile phone 1979
1982 MOBIRA introduce 1st car phone name NMT-450
network having weight of 10 kg

1990 Nokia communication

1984 MOBIRA talk man the name of the phone
1987 the MOBIRA city man lunched
1992 GSM mobile launched

A few words regarding Nokia Chennai factory

The 10th factory of Nokia Pvt ltd in chennai which is started
production 2nd January 2006 and having 10000 employee
among 55% female and rest of male and exporting more than
100 countries and achieving 500 million in 5 years the
.Beautiful plant located located at Irungattukottai near SIPCOT
Nokia sez Park, 40 minutes drive from Chennai. The plant area
spread over 200 acres is situated in a calm and serene
surrounding with the state-of-the art plant area housing &
buildings having a built-up area of more than 4 lacs sq. ft.
Campus has an excellent infrastructure and modern facilities,
which assists in conducting the various production process .
The factory has a state-of-the-art plant , computer lab, well
furnished and centrally air-conditioned building, production line
and lecture halls, latest multi-media audio-video, educational
support for teaching and a fully equipped auditorium.
 NOKIA product and images
Nokia have Different model Feature mobile
Single sim: - Nokia 302, Nokia 515, Nokia 6600
Duail Sim: - Nokia asha 208, Nokia asha 308,
Smart Phone with Window 8 :- Nokia lumaia 625,nokia lumaia 628

Some images
Nokia 203

Nokia Lumaia 208

Nokia asha 501

 NOKIA Production Process

Nokia factory have two production Line of product production

1) ENO :- Engine organization Process
(a)Board Assembly Line
(b)Final Assembly Line
2) SOP; - Standard organization process
3) ESOP;- Engine and supply Operation (combination of both)
The Process of ENO line is discuss step by
Step
The Board Assembly Line Process:-
The blank PCB (Printed Circuit Board) and PWB(printed wire Board ) with Four
panel board contain in one Board Loaded and assembly the Mike, Speakers ,and ,IC (integrated
Circuit) this is done by that is Screen Printing is done by Stainceler BY Paste using SMT Technology
and process is called pick and Placement machine name is FJNXG
And AOI is also done i.e. Automatic optical inception

Them come to screen printing with DEK Machine the part of machine having ie wiper roll, stencil,
squeegee blade and Solder Paste and SMT (Surface Mount Technology) is used for this process
because the part of the Product is Very small and compact and then Mount the SMT is Printed PCB

After the Placement Process of Mike, Speakers, LED, and IC (integrated Circuit)
There after Automatic Inspection to detect the defect of assembly and show by the
camera name DELSHA that contain paper reel and Embossed reel and control with
personal Digital assistant all components are place properly.

There after shield placement is done for cover the assembly components as protect the components
also cover from different type of Dust

Then Go to Sholding process with Different zone with different temperature, as,
Soaking Zone, Replo Zone And cooling Zone the purpose of doing this is
properly contact with the PCB board with the assembly components then go to the
unloading process to slot the magazine with components the name of machine is
ERSO HOT FLOW and pre heat and soak and reflow for cooling
Now the Final Assembly Line started
The first step of starting of magazine loading and the process loading the panel by using the
magazine with panel flesh with software MCU( Micro controller Unit )

Then go to Dom sheet Process the process is done for properly contact between key mat and PCB
board

Then go to the panel flash to assign the micro controller unit software in this the ACF (Anisotrophic
conducting flim )made by gold and nickel material) for the mount the LCD on PCB and this process is
called the ACF lamination process in this process LCD is Mounting and lamination and Bording
and the LCD mounting is done For the Purpose OF connecting THE PCB Of lamination area

The go to the Bounding Process for the bounding the heat and the LCD and PCB board in this process
Light guide is used to support Key mate

Then go to the Router Process to the De panelise four Board panel in One panel

The go to the flaili process for the GSM (General sim Mobile) to processes of establishment of
battery and voltage and GSM tunings; vibration ,MCU
Then go to sub assembly or MFD assembly stage to attachment of D cover i.e. Outer cover with the
finishing MFD and Speaker ,Mike ,anatine D cover ,LED ,Dom sheet and LCD

Then go to the DT stage in case of Defect Detection of all the placement of part of different part all
defect is attachment and check by Basic UI (usual Inspection) looking like a owl to detection of all
defect

Then go to the visual inspection to find the defect now the mobile is ready without software as
hardware is ready

Then go to the SOP LINE to load the software according to different feature and the Model

Sop Line
Labelling A cover Key
Mat Fixing

ACC1 (GIFT BOX, BATEERY ,USER GUIDE, ) ACC2

(CHARGER,HAND SET)

Scanning AWC (B COVER ADAPITING WEIGHT CHECK )

finishing
Some time ESOP line is used as it
In this process assembly part is collected from the ENO and The SOP line and the EMD is
attachment with D cover and LCD is separate connected with Sensor of Touch screen mobile like
Nokia ASHA 501 and Nokia Lumina and finally fixing the d cover with Board
ESOP LINE
Testing Labelling Basic U/I (user interface ) A cover
LCD

Slie PWBA and D cover UIFLEX B Cover ACC1

ACC2
Scanning Visual inspection AWC and Packing
Finishing

The different Between the ENO line and SOP line

ENO
SOP
In this process the process is going on In this process process is going on
Engine to set all the thing engine to mobile convert

It is assembly to engine finally convert the mobile

This process system is used when assembly in this process firstly wait for order
Processes are not flexibly enough to cater to the system is used for those processes
Change pre demand those which is highly flexible

Highly Costly less costly

Reduce the Buffer process is easy to handle 30 sec is critical time

NOKIA Colour Code

Nokia factory used as Colour
YELLOW; - Aisles

Blue: - Work in Process / Raw material

Red: - Scarp Area

Green; - Finishing Area

Colour Zones of Production Line and Inventory box
RED; - Danger

Yellow:-Re-order

Green:-Excess

Quality Policy of NOKIA India Ltd

GREAT FOR THE CUSTOMER
ACHIEVEMENT TOGEATHER
ACTING WITH EMPATHY
WE ACT WITH INTEGRITY
CHALLENEGE
THE MOTO of Nokia is SQPCDE
S: - SAFETY
Q: - QUALITY
P: - PRODUCTIVITY
C: - COST
D: - DELIVERY
E: - ENEVIROMENT

Quality Check Points

The Nokia factory done three type of Quality checking of his Product as follow
Aesthetics Checking; - Scratch Guard Etc checking
Functional checking: - Display checking and cracking
Accessories Checking: - Part Missing i.e. charger, battery, Air phone etc.
The different Check point are as follow
IQC: - INCOMEING QUALITY CHECKING
OQC: - OUTING QUALITY CHECKING
PQC: - - PRODUCT QUALITY CHECKING
PQC: - PROCESS QUALITY CHECKING
RQC: - RE QUALITY CHECKING

IQC =incoming Quality checking

In IQC they check the material is good or not i.e. plastic material as A cover, B cover, C cover, D cover
And also high model boxer and lock function, scratch, colour fastness
Each model they have the different check point

OQC=outgoing Quality checking

In OQC they check the DD (delivery documents), IMES (international
Manufacturing Equipments System) and also software is also checking trace the
Quailty checking count the how many sample check? How its used to check? ,
wrongly identification i.e. top to bottom or bottom to top and also the sequence check
and also the check IMEI (international Mobile equipment identifier) and finally
model no or colour code, country code
PQC=product Quality checking
When new product is running in production line then there is Visuals check is going on this is called
the visual Quaility document there is two type of checking
1) Material wise i.e. called MOSS Mobiran Object specific Standard
Under this A cover B cover LCD, Printing, BOX Checking etc
2) Part wise i.e. Visual Quaility Document
Under this DOT, Dent, Colour and also checking is
Rubber part wise
Plastic part wise
Printing part Wise
Fabric part wise

PQC= Process Quality control

In process Quaility Control we check the class 1 ,class 2,class3 i.e. inner defect ,sim lock ,memory
lock and all outer will checking i.e. language country code customer specification which depend
upon customer that is English and Hindi and also check the BOM(bill of material ) and fix the process
is going on top to bottom or bottom to top and checking the sequence of operation and also add
new feature and identify the defect and maintain the PPQM (process production and Quality
management ) with the CE (certification of Europe )

RQC = Re Quality checking

In the RQC checking process they check How Long is product is Working and its stability Breakness
And certain part is rotate many time to show the stability and overall part stability and also the
physical checking of Finishing Product i.e. particular Heating Capacity ,particular weight and all
function is checked that is all function is properly working or not

After finishing this stage if any defect will come then they go to DD department i.e.Diagonastic team
 And Process Rejection and Supply Rejection To recovery all defect and problem of product before
using customer and defective product will go to recovery area failure engine come before the Quality
test and also check the ATO (assembly to Order)
In this process defect component part are removing that process is called Rever
Rever is two types
(1)Chip Rever: in this process only defective chip is removing
(2)CSP Rever: - different IC wills recovery

Type of material used in NOKIA

product factory
Type of material

5S of NOKIA Quality Tools

5S is the name of a workplace organization method that uses a list of five Japanese
words: seiri, seiton, seiso, seiketsu, and shitsuke. Transliterated or translated into
English, they all start with the letter "S". The list describes how to organize a work
space for efficiency and effectiveness by identifying and storing the items used,
maintaining the area and items, and sustaining the new order. The decision-making
process usually comes from a dialogue about standardization, which builds
understanding among employees of how they should do the work
SEIRI Organisation/Sort out
SEITON Orderliness/Systemize
SEISO The Cleaning/Shining
SEIKETSU STANDARDIZE
SHITSUKE - Sustain/Discipline
The 5S program focuses on:
having visual order
organization
cleanliness
standardization
The results you can expect from a 5S program are: improved profitability,
efficiency, service and safety.
The principles underlying a 5S program at first appear to be simple, obvious
common sense. And they are. But until the advent of 5S programs many businesses
ignored these basic principles.

Japanese English
Meaning in Japanese Context
Term Equivalent
Throw away all rubbish and
Seiri Tidiness unrelated materials in the
workplace
Set everything in proper place for
Seiton Orderliness
quick retrieval and storage
Clean the workplace; everyone
Seiso Cleanliness
should be a janitor
Seiketsu Standardization Standardize the way of maintaining
 cleanliness
Practice 'Five S' daily - make it a
Shitsuke Discipline way of life; this also means
'commitment'

7 QC tools of NOKIA
The 7 QC Tools are simple statistical tools used for problem solving. These tools were
either developed in Japan or introduced to Japan by the Quality Gurus such as Deming
and Juran. In terms of importance, these are the most useful. Kaoru Ishikawa has stated
that these 7 tools can be used to solve 95 percent of all problems. These tools have
been the foundation of Japan's astomishing industrial resurgence after the Second
World War.

The following are the 7 QC Tools:

1. Cause and Effect Diagram
2. Cause & Effect Diagram
3. Control Chart
4. Histogram
5. Pareto Chart
6. Scatter Diagram
7. Stratification

Cause-and-effect diagram (also called Ishikawa or fishbone chart): Identifies many

possible causes for an effect or problem and sorts ideas into useful categories.
Check sheet: A structured, prepared form for collecting and analyzing data; a
generic tool that can be adapted for a wide variety of purposes.
Control charts: Graphs used to study how a process changes over time.
Histogram: The most commonly used graph for showing frequency distributions, or
how often each different value in a set of data occurs.
Pareto chart: Shows on a bar graph which factors are more significant.
Scatter diagram: Graphs pairs of numerical data, one variable on each axis, to look
for a relationship.
Stratification: A technique that separates data gathered from a variety of sources so that patterns
can be seen (some lists replace stratification with flowchart or run chart)

Benefits of Incorporating of QC tools

Enhanced Capabilities
1) Organize verbal data
2) Generate ideas
3) Improve planning
4) Eliminate errors and omissions
5) Explain problems intelligibly
6) Secure full cooperation
 7) Persuade powerfully

Enhanced Keys to Organizational Reform

1) Assess situations from various angles
2) Clarify the desired situation
3) Prioritize tasks effectively
4) Proceed systematically
5) Anticipate future events
6) Change proactively
7) Get things right the first time
Five Objectives of Organizational Reform which will establish a Culture that:
1) Identifies problems

2) Gives importance to planning

3) Stresses the importance of the process

4) Prioritizes tasks

5) Encourages everyone to think systematically

Kaizen theory
Kaizen was created in Japan following World War II. The word Kaizen means "continuous
improvement". It comes from the Japanese words ("kai") which means "change" or "to
correct" and ("zen") which means "good"
Kaizen (Kai Change, Zen Good) Theory How it changes your business (life).
Improvements are based on many, small changes rather than the radical
changes
Ideas come from the talents of the existing workforce and customers; are less
likely to be radically different and easier to implement
Small improvements are less likely to require major capital investment than
major process changes
All employees should be encourage to continually be seeking ways to improve
their own performance and the performance of others
Kaizen encourages workers to take ownership for their work, and can help
reinforce team working, thereby improving worker motivation

Kaizen or Continuous Improvement is a policy of constantly introducing small

incremental changes in a business in order to improve quality and/or efficiency. This
approach assumes that employees are the best people to identify room for improvement, since
they see the processes in action all the time. A firm that uses this approach therefore has to
have a culture that encourages and rewards employees for their contribution to the process.
Kaizen can operate at the level of an individual, or through Kaizen Groups or Quality
Circles which are groups specifically brought together to identify potential improvements.
This approach would also be compatible with Team working or Cell Production, as
improvements could form an important part of the teams aims.
Key features of Kaizen:
Improvements are based on many, small changes rather than the radical changes that
might arise from Research and Development
As the ideas come from the workers themselves, they are less likely to be radically
different, and therefore easier to implement
Small improvements are less likely to require major capital investment than major
process changes
The ideas come from the talents of the existing workforce, as opposed to using R&D,
consultants or equipment any of which could be very expensive
All employees should continually be seeking ways to improve their own performance
It helps encourage workers to take ownership for their work, and can help reinforce
team working, thereby improving worker motivation
10 commandment of Kaizen
1) Abundant Fixed Idea
2) No excuse
3) Correct mistake in the Right Way
4) SWOT
5) Seeking Idea from Many People
6) Thinking way to make it possible
7) 5 why
8) Use your wits not your wallet
9) Repeat whys
10) There is no end improvement

7step of NOKIA project

management
1) Identify the problem
2) Analysis of problem
3) Determine the cause
4) Develop solution
5) Plan Action
6) Implement solution
7) Evaluate Outcome

7c of NOKIA communication
There are 7 Cs of effective communication which are applicable to both written as
well as oral communication. These are as follows:
1. Completeness - The communication must be complete. It should convey all
facts required by the audience. The sender of the message must take into
consideration the receivers mind set and convey the message accordingly. A
complete communication has following features:
Complete communication develops and enhances reputation of an
organization.
Moreover, they are cost saving as no crucial information is missing and
no additional cost is incurred in conveying extra message if the
communication is complete.
A complete communication always gives additional information
wherever required. It leaves no questions in the mind of receiver.
Complete communication helps in better decision-making by the
audience/readers/receivers of message as they get all desired and
crucial information.
It persuades the audience.

2. Conciseness - Conciseness means wordiness, i.e, communicating what you

want to convey in least possible words without forgoing the other Cs of
communication. Conciseness is a necessity for effective communication.
Concise communication has following features:
It is both time-saving as well as cost-saving.
It underlines and highlights the main message as it avoids using
excessive and needless words.
Concise communication provides short and essential message in
limited words to the audience.
Concise message is more appealing and comprehensible to the
audience.
Concise message is non-repetitive in nature.
3. Consideration - Consideration implies stepping into the shoes of others.
Effective communication must take the audience into consideration, i.e, the
audiences view points, background, mind-set, education level, etc. Make an
attempt to envisage your audience, their requirements, emotions as well as
problems. Ensure that the self-respect of the audience is maintained and their
emotions are not at harm. Modify your words in message to suit the
audiences needs while making your message complete. Features of
considerate communication are as follows:
Emphasize on you approach.
Empathize with the audience and exhibit interest in the audience. This
will stimulate a positive reaction from the audience.
Show optimism towards your audience. Emphasize on what is
possible rather than what is impossible. Lay stress on positive words
such as jovial, committed, thanks, warm, healthy, help, etc.
4. Clarity - Clarity implies emphasizing on a specific message or goal at a time,
rather than trying to achieve too much at once. Clarity in communication has
following features:
It makes understanding easier.
 Complete clarity of thoughts and ideas enhances the meaning of
message.
Clear message makes use of exact, appropriate and concrete words.
5. Concreteness - Concrete communication implies being particular and clear
rather than fuzzy and general. Concreteness strengthens the confidence.
Concrete message has following features:
It is supported with specific facts and figures.
It makes use of words that are clear and that build the reputation.
Concrete messages are not misinterpreted.
6. Courtesy - Courtesy in message implies the message should show the
senders expression as well as should respect the receiver. The sender of the
message should be sincerely polite, judicious, reflective and enthusiastic.
Courteous message has following features:
Courtesy implies taking into consideration both viewpoints as well as
feelings of the receiver of the message.
Courteous message is positive and focused at the audience.
It makes use of terms showing respect for the receiver of message.
It is not at all biased.
7. Correctness - Correctness in communication implies that there are no
grammatical errors in communication. Correct communication has following
features:
The message is exact, correct and well-timed.
If the communication is correct, it boosts up the confidence level.
Correct message has greater impact on the audience/ readers.
It checks for the precision and accurateness of facts and figures used
in the message.
It makes use of appropriate and correct language in the message.

5 why of NOKIA
The 5 Whys is an iterative question-asking technique used to explore the cause-
and-effect relationships underlying a particular problem. [1]The primary goal of the
technique is to determine the root cause of a defect or problem. (The "5" in the name
derives from an empirical observation on the number of iterations typically required
to resolve the problem.

Benefits of the 5 Whys

Help identify the root cause of a problem.
Determine the relationship between different root causes of a problem.
One of the simplest tools; easy to complete without statistical analysis.

5-Why Analysis
The 5-Why analysis method is used to move past symptoms and understand the true root
cause of a problem.
It is said that only by asking "Why?" five times, successively, can you delve into a problem
deeply enough to understand the ultimate root cause. By the time you get to the 4th or 5th
why, you will likely be looking squarely at management practices.
This methodology is closely related to the Cause & Effect (Fishbone) diagram, and can be
used to complement the analysis necessary to complete a Cause & Effect diagram.
Here is a real world example from a Nokia India Pvt Ltd

Symptom: There is too much work in process inventory, yet we never seem to have
the right parts.
Why?
Symptom: The enamelling process is unpredictable, and the press room does not
respond quickly enough.
Why?

Symptom: It takes them too long to make a changeover between parts, so the lot
sizes are too big, and often the wrong parts.
Why?
Symptom: Many of the stamping dies make several different parts, and must be
reconfigured in the tool room between runs, which takes as long as eight hours.
Why?
Symptom: The original project management team had cost overruns on the building
site work, so they skimped on the number of dies - they traded dedicated dies and
small lot sizes for high work-in-process (which was not measured by their project
budget).
Why?
Root Cause: Company management did not understand Lean manufacturing, and did not set
appropriate project targets when the plant was launched. It is almost universally true that by
the time you ask why five times, it is clear that the problem had its origins in management

SWOT analysis of NOKIA India Pvt ltd

What is swot?

Strength (S)
 Largest distributor of mobile phone in mobile phone industry
Highly Qualified person
User friendly with many accessories
High Re sale value compared to other brand of mobile phone

Weakness (w)
No promotion undertaken to target the lower class of the society
Poor after sale service
Very few service centres

Opportunity (o)
To expand with the wide range of product feature and different price range to suit different
people

Threads (T)
To maintain the position as on of the best in the market because apple ,i-phone and device
running on Google android operating system have come to stand of tough competition with
Nokia Cheap phone ,advanced feature and good after sale service

Thank