Académique Documents
Professionnel Documents
Culture Documents
NOKIA CARE.............................................................................1
PRINCIPLES OF MANAGEMENT.................................................5
SWOT ANALYSIS.......................................................................8
ORGANIZATIONAL CULTURE..................................................10
SOCIAL RESPONSIBILITY.........................................................14
MANAGERIAL ETHICS.............................................................16
DECISION MAKING..................................................................17
PLANNING...............................................................................19
FINAL REPORT........................................................................23
REFERENCES..........................................................................24
referenc
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NOKIA CARE
N C OKIA ARE
Nokia Care was created in a merger between NOKIA and Global Customer Care (PVT) Ltd
in Pakistan. Nokia Care is an organization in which warranties of mobile phones of Nokia
are claimed. Nokia Care represents Nokia but it gets paid from Global Customer Care.
Nokia Care has over 8 operating branches in Pakistan out of which two are in Blue area
Islamabad.
On November 2008 Nokia Care Center was Started in Blue area Islamabad and the Care
Center is operational since then. At first this branch was headed by Muhammad Imran Nasir
as the Branch Manager later on due to some circumstances Mr.. Imran was fired and thus it
came under the supervision of Mr. Adil Durez Khan who is the current Branch Manager of
the organization.
MISSION STATEMENT
○ Profit maximization.
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NOKIA CARE
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NOKIA CARE
Project manager is the top level manager of Nokia Care. He is the one responsible about the
decision making and hiring of people for the jobs and also developing plans and strategies.
Nokia Care’s organizational structure consists of a leading manager who is the supervisor
and is responsible for the performance of Nokia Care Center Islamabad, namely Adil Durez
Khan. Mr. Adil is responsible for decision making in Nokia Care so he is the top level
manager of the organization.
Under the supervision of branch manager lies the post of a CSR who must possess
INTERPERSONAL SKILLS because they have to come in contact directly with the
customers. He is to report directly to the branch manager.
Dealer Coordinator also works under the supervision of the branch manager and should
possess informational and interpersonal skills because his job is to deal with not the
customers but the dealers of Nokia mobiles. He is responsible to listen and answer the
complaints of Nokia dealers.
ENGINEER
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NOKIA CARE
The organization contains only one engineer who is not involved in any kind of management
activity. He is responsible of repairing of mobile phones.
P RINCIPLES OF M ANAGEMENT
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NOKIA CARE
DIVISION OF WORK
At Nokia Care there is a proper division of work. They have hired different people with
Different work specializations like
○ CSR
○ ENGINEER
○ LOGISTIC ASSISTANT
○ DEALER COORDINATOR
AUTHORITY
At Nokia Care the authority is with is with the top level managers, with in the branch it is the
characteristic of a branch manager.
DISCIPLINE
The employees and manager of Nokia Care are much disciplined because they honor and
respect the rules and regulations.
UNITY OF COMMAND
This principle is seen in Nokia because the employees receive orders from the branch
manager and he in turn gets it from the project manager.
UNITY OF DIRECTION
This principal is applied because the employees have only one direction i.e. profit
maximization through increased customer orientation.
(Islamabad Branch Manager Mr. Adil Durez Khan)
The employees do subordinate their personal interests to the general interest that is they
follow and obey all the rules and do all the jobs they don’t want to or they are less willing to
do that.
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NOKIA CARE
REMUNERATION
Employees have fair and just salaries and wages that is the principle of remuneration is
observed.
CENTRALIZATION
The employees cannot take decisions at their own regardless of how profitable they may be.
All the decisions are taken by the branch managers.
SCALAR CHAIN
ORDER
This principle is also prominent because this means that all the employees and things are
available at right time and right place whenever they are required.
This is also seen in the management because they always have alternatives available for the
filling of vacancies at the needed time.
INITIATIVE
ESPRIT DE CORP
Employees at Nokia Care have the team spirit and the work with harmony and unity.
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NOKIA CARE
S A
WOT NALYSIS
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NOKIA CARE
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NOKIA CARE
S TRENGTH W EAKNESS
O PPORTUNITY T HREAT
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NOKIA CARE
STRENGTHS
Nokia Care is famous worldwide for its quality services so the public have confidence on
them and this is a major key which is a major strength for nokia care.
Nokia Care gets all of its products directly from Nokia thus there are no carriage costs
involved and thus Nokia Care enjoys the Economies of Scale.
WEAKNESSES
Nokia Care Islamabad Branch has a weak organizational structure consisting of just a
small staff of 4 members which sometimes causes pressure because of the work load.
At Nokia Care the employee Morale that we have witnessed is very low and thus it is a
weakness for the organization.
OPPORTUNITIES
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NOKIA CARE
As we are aware of the fact that Nokia has 80% Market share which increases the market
share of Nokia as well.
THREATS
Government Policies change almost like on monthly basis in Pakistan and this instability is
dangerous for the organizations.
Increase in the Market share of other mobile brands is also a threat to the organization as
Nokia Care is bounded to provide services to Nokia Customers only.
O RGANIZATIONAL C ULTURE
In Nokia Care there is an Omnipotent View of Management because while interviewing Mr.
Adil we came to know that the branch managers are held responsible for all the operations
and the results of those actions within that particular branch.
DIMENSIONS OF MANAGEMENT
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NOKIA CARE
TEAM ORIENTATION ✔
PEOPLE ORIENTATION ✔
OUTCOME ORIENTATION ✔
ATTENTION TO DETAIL ✔
STABILITY ✔
AGGRESIVENESS ✔
TEAM ORIENTATION
The employees of Nokia Care Center are more team oriented. They prefer working in groups
themselves besides they are encouraged to do so by the manger. The manager said that the
activities are interlinked with each other in a great deal so team work preferred.
PEOPLE ORIENTATION
While talking about the people orientation the manager told us that we have to deal with two
groups of people first are the employees and second are the customers.
OUTCOME ORIENTATION
The culture of Nokia Care Center is with minimal outcome orientation. The Manager said
that they consider customer satisfaction their 1st priority so it is fewer outcomes oriented.
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NOKIA CARE
ATTENTION TO DETAIL
The factor of attention to detail is also maintained that is the employees are expected to do
the work with accuracy and precision.
The employees are not encouraged to innovate and take risks on their own behalf. If they
have some ideas they would have to share this idea with branch manager then he would
present the idea to the project manager and then there is a possibility of a change. So we can
say that innovation and risk taking of employees is less.
STABILITY
There is a greater stability as the rules and regulations are observed strictly and the
employees have to follow these. Besides the rules and commands have a proper direction
that is customer satisfaction.
AGGRESSIVENESS
Employees are more attracted toward team work and there is no competition among them so
t aggressiveness is negligible in Nokia Care, instead cooperation is dominant in their
organizational culture
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NOKIA CARE
S OCIAL R ESPONSIBILITY
The manager’s only concern is to maximize his organizations performance and take every
initiative towards maximizing profits of the organization, so it follows a Classical View of
social responsibility. The manager only has concern about
SOCIAL OBLIGATION
Nokia Care Center is a service center which works only for the betterment of itself not for
the development of the society therefore it only follows certain rules and regulations which
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NOKIA CARE
are obligatory for all the organizations so it lies on the stage of social obligation. It can
further be explained as Nokia care has no involvement in any of the following
Nokia Care on the basis of environmental sensitivity is working only for its own benefit as
mentioned earlier it provides services to the customers and follows the rules and regulation
accordingly
LEGAL APPROACH
Nokia Care is an International organization which provides the service of warranty claim
and other repairs of only mobiles of Nokia itself while working according to its rules and
regulations only. It does not care for its customers any more than that
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NOKIA CARE
M ANAGERIAL E THICS
Managerial ethics are based on performances and the outcomes of a decision not on the
basis of their race, Color or gender and also the manager follows a strict pattern, by
imposing rules as mentioned by the top level management. These rules and Regulations are
followed strictly and those who work according to demands are rewarded and those who go
against these get punished, so we conclude that at Nokia Care the theory of utilitarian View
of Ethics is applied and followed.
Event
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NOKIA CARE
While interviewing the manager we made an observation about the managerial ethics of the
manager. A customer had deposited her mobile phone Nokia 5730 for a claim at Nokia Care
and she was asked that it will be redeemed after 3 days according to the policy of the
company but 6 days had already passed and the mobile was not returned. Now she had been
calling and demanding to have a word with the branch manager but he refused to answer
the call and asked one of his sub-ordinates to attend the call and ask her that her mobile
repairment is in process and due to some technical faults in her mobile the process had
elongated and asked him to tell her to collect her mobile after 2 days.
So after this we conclude that the manager does not pays required attention to his work and
is misusing the name of the organization thus putting the goodwill of Nokia at stake just to
hide his deficiency so he is at the stage of pre-conventional ethics.
(Anonymous)
D ECISION M AKING
According to the branch manager of Nokia Care Islamabad, managers are not authorized
for making all the decisions with respect to the organization, if any kind of decision is to be
taken they are required to present the matter in front of the project manager then ask for his
approval and if the project manager approves the proposal then manager can apply it to
their branches. So we can conclude that branch managers use bounded rationality approach
for decision making purpose.
STRUCTURED PROBLEMS
At Nokia Care, the environment is quite predictive and constant and there are minimal
chances of any change in the managerial environment as well so the managers at Nokia
Care normally interact with structured problems.
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NOKIA CARE
PROGRAMED DECISIONS
The problems generally faced by managers at Nokia Care are structures problems, means
that there goals are clear and the problem is very much familiar as the environment is very
stable so the decisions are very much repeating. Such type of decisions is programmed
decisions, so we conclude that managers at Nokia Care make programmed Decisions.
As mentioned earlier the environment of Nokia Care is very much predictable and very less
changes are encountered by managers so normally the managers have Certain decision
making condition.
DIRECTIVE STYLE
Branch Managers at Nokia Care are pretty much bounded and are not free for making
decisions on their own perspective and the environment is very much stable which means
that there is low tolerance for any ambiguity and decisions are generally based on facts and
figures, So we conclude that the decision making style of managers at Nokia Care is
Directive Style.
Programmed Decision
Structured Problem
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NOKIA CARE
Problem Decision
Bounded Rationality Directive Style
P LANNING
FORMAL PLANNING
Nokia Care is an international organization and its plans and techniques are very formal
and for a long term period.
The human Resource Management Process at Nokia Care is done by the head office located
at Lahore. The HR department is highly skillful, educated and committed towards their
work. According to the Nokia Care, its people are its assets, and in order to maintain the
value of assets the organization has started many programs for the welfare of its employees
such as WAADA focusing on shop floor employee morale and coaching programs for the
first line leader such as TLDW (team leader development program). The environment of
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NOKIA CARE
Nokia Care is quite healthy and safe not only in the offices but in the fields as well. The
compensation for the benefits of the employees is satisfactory.
Nokia Care has reduced the impact on the environment footprint by continuously assessing
the process and practice to identify the area for improvement. In this regard the company
has embarked on numerous initiatives in projects in the field of energy conservation, air
emissions, waste management and water usage. Nokia Care not only complies with
environmental regulations but also aim to go beyond what is necessary.
N C BCG M
OKIA ARE ATRIX
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NOKIA CARE
STAR
Nokia Care lies in the category of stars because it has a huge share in the market as well as
it has high growth rate as in the last two years its branches have increased from just a few to
numerous branches which are functional in Pakistan. Only in Islamabad there are 4
functional branches of Nokia Care which are providing these services to people and the
number of these branches are increasing as there will be another branch in the next branch
which will be functional from 1st July 2010.
F R INAL EPORT
By Analyzing Nokia Care we have found out that Nokia has a 80% share in the global
market and thus Nokia Care is also enjoying the advantages of this great reputation. Nokia
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NOKIA CARE
Care is a functional unit of Nokia that provides after sales services to it’s customers, but
Nokia Care is bounded by Nokia to provide its services only to Nokia Users. Nokia has a
mission statement which clearly reflects that it works with the classical approach and its
basic aim is to maximize its profit by providing free services to its customers. Nokia Care
has a simple structure of a few people working together in their respective campuses. The
campus or branch is led by the branch manager who is under the influence of the project
manager, who is not providing any service other than planning for the organization.
Activities performed by the Project Manager is the human resource management and
developing strategies for the branches.
Nokia Care follows the classical view which means it pays more preference towards
attaining profits rather than providing any other service. At the grrening of Nokia Care we
can say that Nokia Care is placed at the Legal approach because it does not participate in
any welfare or betterment plan.
While meeting the manager of Nokia care we have seen many cases through which we
interpreted that Nokia Care Islamabad branch’s manager Mr. Adil Durez Khan falls at the
stage of Pre- Conventional stage which are reffered in the project.
Managers at Nokia Care are very much bounded because all the decisions are taken by the
project manager and he is the one responsible for decision making also we have concluded
that managers at
Nokia Care face structures problems as the environment for Nokia Care is very much stable
and there are fewer chances of any innovation. Employees don’t have access to the top level
managers as well.
By looking at the strategies that are adopted by Nokia Care and analyzing its market share
and market growth we have interpreted that Nokia Care falls in the category of Stars.
REFERENCES
➢ Mr. Adil Durez Khan, Branch Manager of Nokia Care, Blue Area
Islamabad Branch.
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NOKIA CARE
➢ Mr. Asif Satti, Dealer Coordinator, Nokia Care, Blue Area, Islamabad
Branch.
➢ Ms. Sabeena Irshad, Customer Service Provider, Nokia Care, Blue Area,
Islamabad Branch.
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