Nokia Mobile Phones' Development of Business Logistics and Customer Support

Abstract

The key to high performance in global logistics is stepwise improvement of business operational mode and corresponding logistics processes. Nokia Mobile Phones formulated strategic steps and their implementation approach and has carried those out as a shared business program. Systematic development of logistics of internal business operations and collaboration with the supply chain members has supported the company in reaching its current market leader position in the mobile phones business. This chapter tells how the logistics and customer logistic support were developed in the mobile phones business of Nokia Corporation during last 10 years. The chapter presents a development path in chronological order to illustrate the change in logistics intent, depth of needed operational transformation and technical possibilities. Both the company internal logistics operations and the work for collaboration in synchronized supply chain are described with some lessons learned on this effort. The development roadmap is told in two main steps, which are referred to below as implementation of strategies of transparency and orchestration. Those were also the internal themes of strategic development of logistics.