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 POINT’S

5”S OF NOKIA FACTROY

KAIZEN THEROY AND 7 QC TOOLS

7’C OF NOKIA COMMUNACTION

5”WHY 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 profileAlways 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, we’ve made rubber boots and car tyres. We’ve generated electricity.

We’ve even manufactured TVs. Changing with the times, disrupting the status quo – it’s

what we’ve 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 it’s not exactly a revolution. But in 1898, Eduard Polón founds Finnish Rubber

Works, which later becomes Nokia’s 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 Wickström sets up Finnish Cable Works, the foundation of Nokia’s 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 –

Nokia’s first foray into telecommunications. In time, the company’s 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, it’s 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 Selleck’s moustache to

JR Ewing’s 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 today’s 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 world’s 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 company’s 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, it’s a fairly cumbersome piece of kit – but it’s 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 world’s 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. Nokia’s 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. Nokia’s target

had been 400,000.

1994 also sees the world’s 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, Nokia’s 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, it’s 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 StepThe 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 SOPIn 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 SQPCDES: - SAFETY

Q: - QUALITY

P: - PRODUCTIVITY

C: - COST

D: - DELIVERY

E: - ENEVIROMENT

Quality Check Point’s The Nokia factory done three type of Quality checking of his Product as follow Aesthetics Checking; - Scratch Guard Etc checkingFunctional 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 it’s 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

5”S 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 Term

English Equivalent

Meaning in Japanese Context

Seiri TidinessThrow away all rubbish and unrelated materials in the workplace

Seiton OrderlinessSet everything in proper place for quick retrieval and storage

Seiso Cleanliness Clean the workplace; everyone should be a janitor

Seiketsu Standardization Standardize the way of maintaining

cleanliness

Shitsuke DisciplinePractice 'Five S' daily - make it a 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 改 ("kai") which means "change" or "to

correct" and 善 ("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 team’s 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 Kaizen1) 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 why’s

10) There is no end improvement

7’step 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

7’c of NOKIA communication There are 7 C’s 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 receiver’s 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 C’s 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 audience’s 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 audience’s 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 sender’s 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 NOKIAThe 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 AnalysisThe 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