10 OPERATION MANAGEMENT DECISIONS
Quality management Quality - „the heart of Nokia’s brand promise” In Nokia quality is the highest objective, not only being the characteristic of their products and services, but one of their most important essences. It is strictly linked with their pursue of continuous improvement, as they perceive it as exceeding customers’ expectation. Moreover as Nokia is one of the leading companies in the sector of telecommunications, high quality standards have to be maintained in every aspect of its operation. Nokia wants to achieve excellence in the following fields: • customer service and gaining customers loyalty (by taking care of the quality and reliability or their products and services) • product leadership (improvement, innovation) • operational modes - effective, efficient and ethical management Management As all operations influence the final quality of their performance ( products, services etc), quality is managed from the top - starting with the quality of management, through processes to the final product. As the consistency of all actions is crucial in managing the quality, special framework for management practices („Self-Regulating Management System”) has been developed. In Nokia, „everybody in the chain has a role to play in achieving quality”, thus all the employee in all lines and operational units have to take it personally. As the customer is the driving force in Nokia, so managing the quality is started with acquainted with customer requirements and then processes are continuously improved according to the feedback we received from the customers.

Service & product design In all its businesses, Nokia cares about developing products that meet specific need of its customers. Thus for example, all the products of Business Solution mode are tailored to the requirement of specific entrepreneur seeking the optimal solution