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: - M!"#$%###& !oll no' - "#""#()

Footwear Design & Development Institute
(Ministry of Commerce & Industry, Government of India)

Sipcot, F!"#$% CM&'#'! &$%(, C)#''$I
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
Acknowledement
!*is pro+ect would ,e incomplete wit*out t*e mention of t*e
people w*o made it possi,le, w*ose constant and encouragement
crowed my Success
I would li-e to e.press my sincere gratitude to 'o-ia India &vt
/td c*ennai for giving me t*e opportunity to undergo t*is &ro+ect
in t*eir esteemed rgani0ation
I would also e.press my Deep sense of Gratitude to M%
Mani-antan Sir 1uaility Manager of 'o-ia India &vt /td and
Mrs Sairani Mam, Deputy Manger !raining $nd Development
team and all t*e Mem,er of 'o-ia India &vt /td
I would also li-e to t*an- My &ro+ect Coordinator #0*il Sir, )D
of &roductivity and 1uaility management in FDDI, c*ennai
wit*out w*ose guidance and Moral Support t*is &ro+ect "ould
not *ave ,een Success
I also t*an-ful to entire team of 'o-ia India &vt /td w*o *elped
us intellectually in preparation of t*is &ro+ect
!)$'(S
#2#C3!I4# S3MM$%5
The project was carried out of Nokia India Pvt ltd, Chennai
which one is leading telecom and Mobile Production and Eport
Compan! of "orld
The project was undertaken during month of #une $%&' at
Nokia India Pvt ltd
The job assigned to us for the project was to do observation of
work and structure of different department
The entire Project was having man! Primar! and (econdar!
)bjectives to achieve the )bjectives are as follows
PRIMARY OBJECTIVES:-
T !"#$%&'("# ')$ *!++ ,-.+$ ,(/."0 1%2$&& ("# Q!(.+.'3
2)$2/ 1."' ("# 1+.2$&
T !"#$%&'("# ')$ %+$ ("# .,1%'("' * ,("(0$,$"'
SECONDARY OBJECTIVES;-
T /"4 ')$ +('$&' '$2)"+03 (5(.+(-+$ ("# ,(2)."$ !&$#
T !"#$%&'("# ')$ 2!&',$% %$+('."&).1 ("# ,(%/$' #$,("# *
#.**$%$"' ,#$+
T !"#$%&'("# ')$ &21$ ("# 1&.'." * 4%+# ,-.+$ ."#!&'%3
T !"#$%&'("# 2!&',$% $61$2'('." ("# #$,("#
OBJECTIVES OF TRAINING
! ('" !)# I'D3S!%I#S !#/#CM# &%D3C!I' M#!)D
! 3'D#%S!$'D !)# DIFF#%#'! &%C#SS I'4/4#D I' D#&!)
! 3'D#%S!$'D !)# %/# $'D '$!3%# F M$'$G#M#'!
I'4/4#D

Company profi!
$lways adapting
ver t*e past 678 years, 'o-ia *as evolved from a riverside paper mill in sout*9western
Finland to a glo,al telecommunications leader connecting over 6:; ,illion people:
During t*at time, we<ve made ru,,er ,oots and car tyres: "e<ve generated electricity:
"e<ve even manufactured !4s: C*anging wit* t*e times, disrupting t*e status =uo > it<s
w*at we<ve always done: $nd we fully intend to -eep doing it:
!*e story so far
In 6?@7, mining engineer Fredri- Ides tam sets up *is first wood pulp mill at t*e
!ammer-os-i %apids in sout*9western Finland: $ few years later *e opens a second mill
on t*e ,an-s of t*e 'o-ianvirta %iver, w*ic* inspires *im to name *is company 'o-ia
$,s in 6?A6:
)ow apt t*at 'o-ia ,egins ,y ma-ing paper > one of t*e most influential
communications tec*nologies in *istory:
!*e galos*es revolution
(, so it<s not e.actly a revolution: But in 6?C?, #duard &olDn founds Finnis* %u,,er
"or-s, w*ic* later ,ecomes 'o-ia<s ru,,er ,usiness, ma-ing everyt*ing from galos*es
to tyres:
'o-ia ru,,er ,oots ,ecome a ,ona fide design classic, still on sale to t*is day > t*oug*
we no longer ma-e t*em:
#lectronics go ,oom
In 6C6E, $rvid "ic-strFm sets up Finnis* Ca,le "or-s, t*e foundation of 'o-ia<s ca,le
and electronics ,usiness:
By t*e 6C@8s, Finnis* Ca,le "or-s > already wor-ing closely wit* 'o-ia $, and
Finnis* %u,,er "or-s > starts ,ranc*ing out into electronics: In 6C@E, it ma-es its first
electronic device in9*ouseG a pulse analyser for use in nuclear power plants:
In 6C@;, it starts developing radio telep*ones for t*e army and emergency services >
'o-ia<s first foray into telecommunications: In time, t*e company<s Mi-ro Mi--o
,ecomes t*e ,est -nown computer ,rand in Finland: $nd ,y 6C?A, 'o-ia is t*e t*ird
largest !4 manufacturer in #urope:
!*ree ,ecome one
)aving ,een +ointly owned since 6CEE, 'o-ia $,, Finnis* Ca,le "or-s and Finnis*
%u,,er "or-s officially merge in 6C@A: !*e new 'o-ia Corporation *as five ,usinessesG
ru,,er, ca,le, forestry, electronics and power generation: But as t*e 6C?8s come into
view, it<s an entirely new industry t*at ma-es 'o-ia a *ouse*old name around t*e
world:
By t*e late 6CA8s and early 6C?8s it seems everyt*ing > from !om Sellec-<s moustac*e to
H% #wing<s list of enemies > is seriously ,ig: $nd as t*e mo,ile communications
revolution starts to gat*er momentum, t*e early *andsets continue t*e trend:
!*e new 'o-ia Corporation is ideally placed to ta-e a pioneering role in t*is new
industry, leading t*e way wit* some iconic > and ,y today<s standards, very large >
products:
!*e mo,ile era ,egins
'o-ia sets t*e ,all rolling in 6CAC, creating radio telep*one company Mo,ira y as a
+oint venture wit* leading Finnis* !4 ma-er Salora: 6C?6 t*en sees t*e launc* of t*e
'ordic Mo,ile !elep*one ('M!) service, t*e world<s first international cellular networ-
and t*e first to allow international roaming:
!*e 'M! standard catc*es on fast and t*e mo,ile p*one industry ,egins to e.pand
rapidly: In 6C?E, 'o-ia introduces t*e first car p*one > t*e Mo,ira Senator > to t*e
networ-: !*at same year, t*e 'o-ia D2E88, t*e company<s first digital telep*one
switc*, goes into operation:
Good enoug* for Gor,ac*ev
In 6C?I, 'o-ia launc*es t*e Mo,ira !al-man porta,le car p*one: %esem,ling a military
field telep*one, it<s a fairly cum,ersome piece of -it > ,ut it<s a start:
!*en in 6C?A, 'o-ia introduces t*e Mo,ira Cityman, t*e first *and*eld mo,ile p*one
for 'M! networ-s: Despite weig*ing in at ?88 grams and a price tag of EI,888 Finnis*
Mar-s (around #3% I,7@8), it goes on to ,ecome a classic: !*e Cityman even earns a
nic-name, t*e JGor,aK, after Soviet leader Mi-*ail Gor,ac*ev is pictured using one to
ma-e a call from )elsin-i to *is communications minister in Moscow:
ver t*e ne.t decade, millions of consumers worldwide en+oy t*eir very own Gor,ac*ev
moment as t*e mo,ile revolution ta-es *old:
In 6C?A, GSM (Glo,al System for Mo,ile communications) is adopted as t*e #uropean
standard for digital mo,ile tec*nology: "it* its *ig*9=uality voice calls, international
roaming and support for te.t messages, GSM ignites a glo,al mo,ile revolution:
$s a -ey player in developing t*is new tec*nology, 'o-ia is a,le to ta-e full advantage:
$ new direction
n Huly 6, 6CC6, Finnis* &rime Minister )arri )ol-eri ma-es t*e world<s first GSM
call, using 'o-ia e=uipment: $nd in 6CCE, 'o-ia launc*es its first digital *and*eld GSM
p*one, t*e 'o-ia 6866:
!*at same year, new 'o-ia &resident and C# Horma llila ma-es a crucial strategic
decisionG to focus e.clusively on manufacturing mo,ile p*ones and telecommunications
systems: 'o-ia<s ru,,er, ca,le and consumer electronics divisions are gradually sold off:
'ame t*at tune
In 6CCI, 'o-ia launc*es t*e E688 series, t*e first p*ones to feature t*e 'o-ia !une
ringtone: Based on Gran 4als, a classical guitar piece composed ,y Francisco !arrega in
t*e 6C
t*
century, it is pro,a,ly one of t*e most fre=uently played pieces of music in t*e
world: !*e 'o-ia E688 series goes on to sell E8 million p*ones worldwide: 'o-ia<s target
*ad ,een I88,888:
6CCI also sees t*e world<s first satellite call, made using a 'o-ia GSM *andse
n top of t*e world
By 6CC?, 'o-ia is t*e world leader in mo,ile p*ones: !*e strategic decision to focus on
telecommunications, plus early investment in GSM, *as paid off: Between 6CC@ and
E886, 'o-ia<s turnover increases almost fivefold from #3% @:7 ,illion to #3% ;6 ,illion:
$nd wit* t*e new millennium comes a *ost of new possi,ilities as t*e internet goes
mo,ileL
$s t*e new millennium dawns, everyt*ing c*anges: 'ew tec*nology ena,les t*e internet
to go mo,ile, opening up a world of possi,ilities for mo,ile users: 'o longer are p*ones
+ust for p*one calls:
Multi9tas-ing mo,iles
In 6CCC, 'o-ia launc*es t*e 'o-ia A668, a p*one capa,le of rudimentary we,9,ased
functions, including email: !*en in 'ovem,er E886 'o-ia launc*es its first p*one wit* a
,uilt9in camera, t*e 'o-ia A@78, and in Septem,er E88E its first video capture p*one,
t*e 'o-ia ;@78:
)owever, it<s w*en 'o-ia launc*es its first ;G p*one (t*ird generation), t*e 'o-ia @@78,
in E88E t*at t*ings really ta-e off: "it* ;G tec*nology, p*ones can now ,e used to
,rowse t*e we,, download music, watc* !4 on t*e move, and more:
Mo,iles will never ,e t*e same again:
ne ,illion and counting
In E887, 'o-ia sells its ,illiont* p*one > a 'o-ia 6688 > in 'igeria, and glo,al mo,ile
p*one su,scriptions pass E ,illion: !wo years later, 'o-ia is recognised as t*e 7
t*
most
valued ,rand in t*e world:
!*ings *ave come a long way since Fredri- Idestam opened *is paper mill:
/et ,attle commence
'o-ia launc*es its first 'o-ia wit* "indows &*ones, t*e 'o-ia /umia ?88 and t*e
'o-ia /umia A68, in cto,er E866: Fast9forward to E86; and 'o-ia *as a full portfolio
of great "indows &*one ? smart p*ones, from t*e /umia 7E8 t*roug* t*e flags*ip
/umia CE8:
!ear wise year Record o" Nokia #roup o" companies
* +inland com,any
Manans- -Bra.il/-"001
Bei2ing-- Dngguan/-"003
Chennai-- 4ndia/ #$$5
Masan - south Korea / "01(
6anoi - 7ietnan/#$"#

Sector 8ise segregation o9 no:ia grou,
NokiaLeatherfactory1898
Finishingcablework1912
Electronicdevice1960
Plseanaly!er1962
"igitalswitchtele#honee$change19%0
&he'ergeofNokiaand(alorana'e
)*+,-.'obile#hone19%9
"01# M;B4!* introduce "
st
car ,hone name NM<-(3$
net8or: having 8eight o9 "$ :g
"00$ No:ia communication
"01( M;B4!* tal: man the name o9 the ,hone
"01) the M;B4!* city man lunched
"00# GSM mo=ile launched
* 9e8 8ords regarding No:ia Chennai 9actory
The &%
th
factor! of Nokia Pvt ltd in chennai which is started
production $nd #anuar! $%%* and having &%%%% emplo!ee
among ++, female and rest of male and eporting more than
&%% countries and achieving +%% million in + !ears the
-.eautiful plant located located at Irungattukottai near (IPC)T
Nokia se/ Park, 0% minutes drive from Chennai- The plant area
spread over $%% acres is situated in a calm and serene
surrounding with the state1of1the art plant area housing 2
buildings having a built1up area of more than 0 lacs s3- ft-
Campus has an ecellent infrastructure and modern facilities,
which assists in conducting the various production process -
The factor! has a state1of1the1art plant , computer lab, well
furnished and centrall! air1conditioned building, production line
and lecture halls, latest multi1media audio1video, educational
support for teaching and a full! e3uipped auditorium-
N;K4* ,roduct and images
No:ia have Di99erent model +eature mo=ile
(inglesi'/0 Nokia %$#& No:ia 3"3& No:ia 55$$
Duail Sim: - Nokia asha #$1& No:ia asha %$1,
Smart Phone 8ith >indo8 1 :- No:ia lumaia 5#3&no:ia lumaia 5#1
Some images
No:ia #$%
No:ia ?umaia #$1
No:ia asha 3$"
N$%IA Production Process
Nokia factor! have two production 4ine of product production
78 #' G9 #ngine organi0ation &rocess
9(8B(%# A&&$,-+3 L."$
9-8F."(+ A&&$,-+3 L."$
$5 SOP; - S"an#ar# or$ani%a"ion pro&!''
'5 ESOP;- En$in! an# '(ppy Op!ra"ion )&om*ina"ion of *o"+,
The Process of ENO line is discuss step by
Step
<he Board *ssem=ly ?ine Process:-
The blank PCB (Printed Circuit Board) and PWB(printed wire Board ) with Four
panel board contain in one Board Loaded and assembly the ike, !peakers ,and ,"C (inte#rated
Circuit) this is done by that is !creen Printin# is done by !tainceler B$ Paste usin# !T Technolo#y
and process is called pick and Placement machine name is F%N&'
(nd ()" is also done i*e* (utomatic optical inception

Them come to screen printin# with +,- achine the part o. machine ha/in# ie wiper roll, stencil,
s0uee#ee blade and !older Paste and !T (!ur.ace ount Technolo#y) is used .or this process
because the part o. the Product is 1ery small and compact and then ount the !T is Printed PCB
(.ter the Placement Process o. ike, !peakers, L,+, and "C (inte#rated Circuit)
There after 6utomatic Inspection to detect the defect of assembl! and show b! the
camera name 7E4(86 that contain paper reel and Embossed reel and control with
personal 7igital assistant all components are place properl!-
There a.ter shield placement is done .or co/er the assembly components as protect the components
also co/er .rom di..erent type o. +ust
Then 9o to (holding process with 7ifferent /one with different temperature, as,
Soa-in$ .on!, R!po .on! 6nd &ooin$ .on! the purpose of doing this is
properl! contact with the PC. board with the assembl! components then go to the
unloading process to slot the maga/ine with components the name of machine is
E:() 8)T ;4)" and pre heat and soak and reflow for cooling
No8 the +inal *ssem=ly ?ine started
The .irst step o. startin# o. ma#a2ine loadin# and the process loadin# the panel by usin# the
ma#a2ine with panel .lesh with so.tware C3( icro controller 3nit )
Then #o to +om sheet Process the process is done .or properly contact between key mat and PCB
board
Then #o to the panel .lash to assi#n the micro controller unit so.tware in this the (CF ((nisotrophic
conductin# .lim )made by #old and nickel material) .or the mount the LC+ on PCB and this process is
called the *C+ lamination ,rocess in this process LC+ is ountin# and lamination and Bordin#
and the LC+ mountin# is done For the Purpose )F connectin# T4, PCB ). lamination area
The #o to the Boundin# Process .or the boundin# the heat and the LC+ and PCB board in this process
Li#ht #uide is used to support -ey mate
Then #o to the 5outer Process to the +e panelise .our Board panel in )ne panel
The #o to the .laili process .or the '! ('eneral sim obile) to processes o. establishment o.
battery and /olta#e and '! tunin#s6 /ibration ,C3

Then #o to sub assembly or F+ assembly sta#e to attachment o. + co/er i*e* )uter co/er with the
.inishin# F+ and !peaker ,ike ,anatine + co/er ,L,+ ,+om sheet and LC+

Then #o to the +T sta#e in case o. +e.ect +etection o. all the placement o. part o. di..erent part all
de.ect is attachment and check by Basic 3" (usual "nspection) lookin# like a owl to detection o. all
de.ect

Then #o to the /isual inspection to .ind the de.ect now the mobile is ready without so.tware as
hardware is ready

Then #o to the S;P ?4NE to load the so.tware accordin# to di..erent .eature and the odel
So, ?ine
/a*!in$ A &o0!r 1!y
Ma" Fi2in$
ACC3 )GIFT BO45 BATEERY 56SER G6IDE5 5 ACC7
)C8ARGER58AND SET5
S&annin$ A9C )B COVER ADAPITING 9EIG8T C8EC1 ,
fini'+in$
!ome time ES;P line is used as it
"n this process assembly part is collected .rom the ,N) and The !)P line and the ,+ is
attachment with + co/er and LC+ is separate connected with !ensor o. Touch screen mobile like
Nokia (!4( 789 and Nokia Lumina and .inally .i:in# the d co/er with Board
ES;P ?4NE
Testing 4abelling .asic <=I >user interface 5 6 cover
4C7
(lie P".6 and 7 cover <I;4E? . Cover 6CC&
6CC$
!cannin# 1isual inspection (WC and Packin#
Finishin#
The different Between the ENO line and SOP line
ENO
SOP
"n this process the process is #oin# on "n this process process is #oin# on
,n#ine to set all the thin# en#ine to mobile con/ert
"t is assembly to en#ine .inally con/ert the mobile
This process system is used when assembly in this process .irstly wait .or order
Processes are not .le:ibly enou#h to cater to the system is used .or those processes
Chan#e pre demand those which is hi#hly .le:ible
4i#hly Costly less costly
5educe the Bu..er process is easy to handle ;8 sec is critical time
N;K4* Colour Code
No:ia 9actory used as Colour
@E??;>' - *isles
Blue: - >or: in Process A !a8 material
R!#: - S&arp Ar!a
Gr!!n; - Fini'+in$ Ar!a

Colour Bones o9 Production ?ine and 4nventory =oC
!ED' - Danger
@ello8:-!e-order

Green:-ECcess

Quality Policy of NOKIA India Ltd
G%#$! F% !)# C3S!M#%
$C)I#4#M#'! !G#$!)#%
$C!I'G "I!) #M&$!)5
"# $C! "I!) I'!#G%I!5
C)$//#'#G#
T8E M)T) of Nokia is S:PCDE
S: - !(F,T$
Q: - <3(L"T$
P: - P5)+3CT"1"T$
C: - C)!T
D: - +,L"1,5$
E: - ,N,1"5),NT
:(ai"y C+!&- Poin";'
The Nokia factor! done three t!pe of @ualit! checking of his Product as follow
A!'"+!"i&' C+!&-in$; - (cratch 9uard Etc checking
F(n&"iona &+!&-in$: - 7ispla! checking and cracking
A&&!''ori!' C+!&-in$: - Part Missing i-e- charger, batter!, 6ir phone etc-
The different Check point are as follow
4QC: - "NC),"N' <3(L"T$ C4,C-"N'
;QC: = )3T"N' <3(L"T$ C4,C-"N'
PQC: - - P5)+3CT <3(L"T$ C4,C-"N'
PQC: - P5)C,!! <3(L"T$ C4,C-"N'
!QC: - 5, <3(L"T$ C4,C-"N'
4QC Dincoming Quality chec:ing
"n "<C they check the material is #ood or not i*e* plastic material as ( co/er, B co/er, C co/er, + co/er
(nd also hi#h model bo:er and lock .unction, scratch, colour .astness
,ach model they ha/e the di..erent check point
;QCDoutgoing Quality chec:ing
In )@C the! check the 77 >deliver! documents5, IMES )in"!rna"iona
Man(fa&"(rin$ E<(ipm!n"' Sy'"!m, and also software is also checking trace the
@uailt! checking count the how man! sample checkA 8ow itBs used to checkA ,
wrongl! identification i-e- top to bottom or bottom to top and also the se3uence check
and also the check IMEI )in"!rna"iona Mo*i! !<(ipm!n" i#!n"ifi!r, and finall!
model no or colour code, countr! code
PQCD,roduct Quality chec:ing
When new product is runnin# in production line then there is 1isuals check is #oin# on this is called
the /isual <uaility document there is two type o. checkin#
9) aterial wise i*e* called )!! obiran )b>ect speci.ic !tandard
3nder this ( co/er B co/er LC+, Printin#, B)& Checkin# etc
?) Part wise i*e* 1isual <uaility +ocument
3nder this +)T, +ent, Colour and also checkin# is
5ubber part wise
Plastic part wise
Printin# part Wise
Fabric part wise
PQC@ Process Quality control
"n process <uaility Control we check the class 9 ,class ?,class; i*e* inner de.ect ,sim lock ,memory
lock and all outer will checkin# i*e* lan#ua#e country code customer speci.ication which depend
upon customer that is ,n#lish and 4indi and also check the B)(bill o. material ) and .i: the process
is #oin# on top to bottom or bottom to top and checkin# the se0uence o. operation and also add
new .eature and identi.y the de.ect and maintain the PPQM -,rocess ,roduction and Quality
management ) with the CE -certi9ication o9 Euro,e )
!QC @ !e Quality chec:ing
"n the 5<C checkin# process they check 4ow Lon# is product is Workin# and its stability Breakness
(nd certain part is rotate many time to show the stability and o/erall part stability and also the
physical checkin# o. Finishin# Product i*e* particular 4eatin# Capacity ,particular wei#ht and all
.unction is checked that is all .unction is properly workin# or not
(.ter .inishin# this sta#e i. any de.ect will come then they #o to ++ department i*e*+ia#onastic team
(nd Process 5e>ection and !upply 5e>ection To reco/ery all de.ect and problem o. product be.ore
usin# customer and de.ecti/e product will #o to reco/ery area .ailure en#ine come be.ore the <uality
test and also check the *<; -assem=ly to ;rder/
"n this process de.ect component part are remo/in# that process is called 5e/er
5e/er is two types
(9)Chip 5e/erA B in this process only de.ecti/e chip is remo/in#
(?)C!P 5e/erA = di..erent "C wills reco/ery
Type of material used in NOKIA
product factory
Typ! of ma"!ria
=>S of NO1IA :(ai"y Too'
=S is the name of a workplace organi/ation method that uses a list of five Japan!'!
words: seiri, seiton, seiso, seiketsu, an# shitsuke. Transliterated or translated into
English, the! all start with the letter C(C- The list describes how to organi/e a work
space for efficienc! and effectiveness b! identif!ing and storing the items used,
maintaining the area and items, and sustaining the new order- The decision1making
process usuall! comes from a dialogue about standardi/ation, which builds
understanding among emplo!ees of how the! should do the work
!,"5" B )r#anisationC!ort out
!,"T)N B )rderlinessC!ystemi2e
!,"!) B The Cleanin#C!hinin#
!,"-,T!3 B !T(N+(5+"D,
!4"T!3-, = !ustainC+iscipline
!*e 7S program focuses onG
having visual order
organi/ation
cleanliness
standardi/ation
The results !ou can epect from a +( program areD improved profitabilit!,
efficienc!, service and safet!-
The principles underl!ing a +( program at first appear to be simple, obvious
common sense- 6nd the! are- .ut until the advent of +( programs man! businesses
ignored these basic principles-
#apanese
Term
English
E3uivalent
Meaning in #apanese Contet
S!iri Tidiness
Throw awa! all rubbish and
unrelated materials in the
workplace
S!i"on )rderliness
(et ever!thing in proper place for
3uick retrieval and storage
S!i'o Cleanliness
Clean the workplaceE ever!one
should be a janitor
S!i-!"'( (tandardi/ation (tandardi/e the wa! of maintaining
cleanliness
S+i"'(-! 7iscipline
Practice F;ive (F dail! 1 make it a
wa! of lifeE this also means
FcommitmentF

7 Q tools of NOKIA
The G @C Tools are simple statistical tools used for problem solving- These tools were
either developed in #apan or introduced to #apan b! the @ualit! 9urus such as 7eming
and #uran- In terms of importance, these are the most useful- Haoru Ishikawa has stated
that these G tools can be used to solve I+ percent of all problems- These tools have
been the foundation of #apanFs astomishing industrial resurgence after the (econd
"orld "ar-
The .ollowin# are the E <C ToolsA
&- Cause and ,..ect +ia#ram
$- Cause F ,..ect +ia#ram
'- Control Chart
0- 4isto#ram
+- Pareto Chart
*- !catter +ia#ram
G- !trati.ication
Ca('!-an#-!ff!&" #ia$ram >also called Ishikawa or fishbone chart5D Identifies man!
possible causes for an effect or problem and sorts ideas into useful categories-
C+!&- '+!!": 6 structured, prepared form for collecting and anal!/ing dataE a
generic tool that can be adapted for a wide variet! of purposes-
Con"ro &+ar"': 9raphs used to stud! how a process changes over time-
8i'"o$ram: The most commonl! used graph for showing fre3uenc! distributions, or
how often each different value in a set of data occurs-
Par!"o &+ar": (hows on a bar graph which factors are more significant-
S&a""!r #ia$ram: 9raphs pairs of numerical data, one variable on each ais, to look
for a relationship-
Strati9ication: ( techni0ue that separates data #athered .rom a /ariety o. sources so that patterns
can be seen (some lists replace Gstrati.icationH with G.lowchartH or Grun chartH)
!enefits of Incorporatin" of Q tools
,nhanced Capabilities
9) )r#ani2e /erbal data
?) 'enerate ideas
;) "mpro/e plannin#
I) ,liminate errors and omissions
7) ,:plain problems intelli#ibly
J) !ecure .ull cooperation
E) Persuade power.ully
,nhanced -eys to )r#ani2ational 5e.orm
9) (ssess situations .rom /arious an#les
?) Clari.y the desired situation
;) Prioriti2e tasks e..ecti/ely
I) Proceed systematically
7) (nticipate .uture e/ents
J) Chan#e proacti/ely
E) 'et thin#s ri#ht the .irst time
+ive ;=2ectives o9 ;rgani.ational !e9orm 8hich 8ill esta=lish a Culture that:
9) "denti.ies problems
?) 'i/es importance to plannin#
;) !tresses the importance o. the process
I) Prioriti2es tasks
7) ,ncoura#es e/eryone to think systematically
Kai#en theory
-ai2en was created in %apan .ollowin# World War ""* The word -ai2en means Kcontinuous
impro/ementK* "t comes .rom the %apanese words (KkaiK) which means Kchan#eK or Kto
correctK and (K2enK) which means K#oodK
Hai/en >Hai J Change, Ken J 9ood5 Theor! J 8ow it changes !our business >life5-
Improvements are based on man!, small changes rather than the radical
changes
Ideas come from the talents of the eisting workforce and customersE are less
likel! to be radicall! different and easier to implement
(mall improvements are less likel! to re3uire major capital investment than
major process changes
6ll emplo!ees should be encourage to continuall! be seeking wa!s to improve
their own performance and the performance of others
Hai/en encourages workers to take ownership for their work, and can help
reinforce team working, thereb! improving worker motivation
(ai0en % :Continuous Improvement< .& ( 1+.23 * 2"&'("'+3 ."'%#!2."0 &,(++
."2%$,$"'(+ 2)("0$& ." ( -!&."$&& ." %#$% ' .,1%5$ ;!(+.'3 ("#<% $**.2.$"23= T).&
(11%(2) (&&!,$& ')(' $,1+3$$& (%$ ')$ -$&' 1$1+$ ' .#$"'.*3 %, *% .,1%5$,$"'> &."2$
')$3 &$$ ')$ 1%2$&&$& ." (2'." (++ ')$ '.,$= A *.%, ')(' !&$& ').& (11%(2) ')$%$*%$ )(& '
)(5$ ( 2!+'!%$ ')(' $"2!%(0$& ("# %$4(%#& $,1+3$$& *% ')$.% 2"'%.-!'." ' ')$ 1%2$&&=
K(.?$" 2(" 1$%('$ (' ')$ +$5$+ * (" ."#.5.#!(+> % ')%!0) (ai0en Groups % 1uality
Circles 4).2) (%$ 0%!1& &1$2.*.2(++3 -%!0)' '0$')$% ' .#$"'.*3 1'$"'.(+ .,1%5$,$"'&=
T).& (11%(2) 4!+# (+& -$ 2,1('.-+$ 4.') !eam wor-ing % Cell &roduction> (&
.,1%5$,$"'& 2!+# *%, (" .,1%'("' 1(%' * ')$ '$(,& (.,&=
(ey features of (ai0enG
I,1%5$,$"'& (%$ -(&$# " ,("3> &,(++ 2)("0$& %(')$% ')(" ')$ %(#.2(+ 2)("0$& ')('
,.0)' (%.&$ *%, R$&$(%2) ("# D$5$+1,$"'
A& ')$ .#$(& 2,$ *%, ')$ 4%/$%& ')$,&$+5$&> ')$3 (%$ +$&& +./$+3 ' -$ %(#.2(++3
#.**$%$"'> ("# ')$%$*%$ $(&.$% ' .,1+$,$"'
S,(++ .,1%5$,$"'& (%$ +$&& +./$+3 ' %$;!.%$ ,(@% 2(1.'(+ ."5$&',$"' ')(" ,(@%
1%2$&& 2)("0$&
T)$ .#$(& 2,$ *%, ')$ '(+$"'& * ')$ $6.&'."0 4%/*%2$> (& 11&$# ' !&."0 RAD>
2"&!+'("'& % $;!.1,$"' B ("3 * 4).2) 2!+# -$ 5$%3 $61$"&.5$
A++ $,1+3$$& &)!+# 2"'."!(++3 -$ &$$/."0 4(3& ' .,1%5$ ')$.% 4" 1$%*%,("2$
I' )$+1& $"2!%(0$ 4%/$%& ' '(/$ 4"$%&).1 *% ')$.% 4%/> ("# 2(" )$+1 %$."*%2$
'$(, 4%/."0> ')$%$-3 .,1%5."0 4%/$% ,'.5('."
3? &omman#m!n" of 1ai%!n
"/ *=undant +iCed 4dea
#/ No eCcuse
%/ Correct mista:e in the !ight >ay
(/ S>;<
3/ See:ing 4dea 9rom Many Peo,le
5/ <hin:ing 8ay to ma:e it ,ossi=le
)/ 3 8hy
1/ se your 8its not your 8allet
0/ !e,eat 8hyEs
"$/ <here is no end im,rovement
7$step of NOKIA pro%ect
mana"ement
78 4denti9y the ,ro=lem
C8 *nalysis o9 ,ro=lem
D8 Determine the cause
E8 Develo, solution
58 Plan *ction
F8 4m,lement solution
78 Evaluate ;utcome
7$c of NOKIA communication
There are @ C;' of !ff!&"i0! &omm(ni&a"ion which are applicable to both written as
well as oral communication- These are as followsD
&- Comp!"!n!'' - The communication must be complete- It should conve! all
facts re3uired b! the audience- The sender of the message must take into
consideration the receiverBs mind set and conve! the message accordingl!- 6
complete communication has following featuresD
Complete communication develops and enhances reputation of an
organi/ation-
Moreover, the! are cost saving as no crucial information is missing and
no additional cost is incurred in conve!ing etra message if the
communication is complete-
6 complete communication alwa!s gives additional information
wherever re3uired- It leaves no 3uestions in the mind of receiver-
Complete communication helps in better decision1making b! the
audience=readers=receivers of message as the! get all desired and
crucial information-
It persuades the audience-
$- Con&i'!n!'' - Conciseness means wordiness, i-e, communicating what !ou
want to conve! in least possible words without forgoing the other CBs of
communication- Conciseness is a necessit! for effective communication-
Concise communication has following featuresD
It is both time1saving as well as cost1saving-
It underlines and highlights the main message as it avoids using
ecessive 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 non1repetitive in nature-
'- Con'i#!ra"ion - Consideration implies Lstepping into the shoes of othersM-
Effective communication must take the audience into consideration, i-e, the
audienceBs view points, background, mind1set, education level, etc- Make an
attempt to envisage !our audience, their re3uirements, emotions as well as
problems- Ensure that the self1respect of the audience is maintained and their
emotions are not at harm- Modif! !our words in message to suit the
audienceBs needs while making !our message complete- ;eatures of
considerate communication are as followsD
Emphasi/e on L!ouM approach-
Empathi/e with the audience and ehibit interest in the audience- This
will stimulate a positive reaction from the audience-
(how optimism towards !our audience- Emphasi/e on Lwhat is
possibleM rather than Lwhat is impossibleM- 4a! stress on positive words
such as jovial, committed, thanks, warm, health!, help, etc-
0- Cari"y - Clarit! implies emphasi/ing on a specific message or goal at a time,
rather than tr!ing to achieve too much at once- Clarit! in communication has
following featuresD
It makes understanding easier-
Complete clarit! of thoughts and ideas enhances the meaning of
message-
Clear message makes use of eact, appropriate and concrete words-
+- Con&r!"!n!'' - Concrete communication implies being particular and clear
rather than fu//! and general- Concreteness strengthens the confidence-
Concrete message has following featuresD
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-
*- Co(r"!'y - Courtes! in message implies the message should show the
senderBs epression as well as should respect the receiver- The sender of the
message should be sincerel! polite, judicious, reflective and enthusiastic-
Courteous message has following featuresD
Courtes! 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-
G- Corr!&"n!'' - Correctness in communication implies that there are no
grammatical errors in communication- Correct communication has following
featuresD
The message is eact, correct and well1timed-
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=
& 'hy of NOKIA
The = 9+y' is an iterative 3uestion1asking techni3ue used to eplore the cause1
and1effect relationships underl!ing a particular problem-
N&O
The primar! goal of the
techni3ue is to determine the root cause of a defect or problem- >The C+C in the name
derives from an empirical observation on the number of iterations t!picall! re3uired
to resolve the problem-
Bene9its o9 the 3 >hys
8elp identif! the root cause of a problem-
7etermine the relationship between different root causes of a problem-
)ne of the simplest toolsE eas! to complete without statistical anal!sis-
5-Why Analysis
T)$ 5GW)3 ("(+3&.& ,$')# .& !&$# ' ,5$ 1(&' &3,1',& ("# !"#$%&'("# ')$ '%!$ %'
2(!&$ * ( 1%-+$,=
"t is said that only by askin# KWhyLK .i/e times, successi/ely, can you del/e into a problem
deeply enou#h to understand the ultimate root cause* By the time you #et to the Ith or 7th
why, you will likely be lookin# s0uarely at mana#ement practices*
This methodolo#y is closely related to the Cause F ,..ect (Fishbone) dia#ram, and can be
used to complement the analysis necessary to complete a Cause F ,..ect dia#ram*
4ere is a real world e:ample .rom a Nokia "ndia P/t Ltd
(!mptomD There is too much work in process inventor!, !et we never seem to have
the right parts-
WhyL
(!mptomD The enamelling process is unpredictable, and the press room does not
respond 3uickl! enough-
WhyL
(!mptomD It takes them too long to make a changeover between parts, so the lot
si/es are too big, and often the wrong parts-
"h!A
(!mptomD Man! 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-
WhyL
(!mptomD The original project management team had cost overruns on the building
site work, so the! skimped on the number of dies 1 the! traded dedicated dies and
small lot si/es for high work1in1process >which was not measured b! their project
budget5-
WhyL
5oot CauseA Company mana#ement did not understand Lean manu.acturin#, and did not set
appropriate pro>ect tar#ets when the plant was launched* "t is almost uni/ersally true that by
the time you ask why .i/e times, it is clear that the problem had its ori#ins in mana#ement
S(OT analysis of NOKIA India P)t ltd
9+a" i' 'Ao"B


Strength -S/
Lar#est distributor o. mobile phone in mobile phone industry
4i#hly <uali.ied person
3ser .riendly with many accessories
4i#h 5e sale /alue compared to other brand o. mobile phone
>ea:ness -8/
No promotion undertaken to tar#et the lower class o. the society
Poor a.ter sale ser/ice
1ery .ew ser/ice centres
;,,ortunity -o/
To e:pand with the wide ran#e o. product .eature and di..erent price ran#e to suit di..erent
people
<hreads -</
To maintain the position as on o. the best in the market because apple ,i=phone and de/ice
runnin# on 'oo#le android operatin# system ha/e come to stand o. tou#h competition with
Nokia Cheap phone ,ad/anced .eature and #ood a.ter sale ser/ice

T+an-