H. Wayne Huizenga School of Business & Entrepreneurship Assignment for Course:
SCM 5830 Supply Chain Management
Bernardo Mayrinck; 305-978-6810
Date of Submission: February, 23, 2015
Title of Assignment: Nokia India
CERTIFICATION OF AUTHORSHIP: I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledged and disclosed in the paper. I have also cited any sources from which I used data, ideas or words, either quoted directly or paraphrased. I also certify that this paper was prepared by me specifically for this course.
Student's Signature: Bernardo Mayrinck, …show more content…
Another major issue arose with the recall process of Nokia’s faulty battery. This was the reverse logistics strategy that would be needed to support the replacement of the component. Currently there were not enough logistics service providers with the capabilities to support an immediate reaction plan. There was also a problem of how Nokia could get around the value added tax issues when crossing different state lines within the country. There was not an existing process in place with the different systems to generate orders that were free to the customer and still including the tax repercussion of these orders.
The aspects that were handled well were establishing promoters within each of the customer care centers to quickly handle any defective battery customers need. Also, instead of only requiring customers to use the internet to create a claim, Nokia was able to reach out to their affected customer base via SMS and giving them another means of creating a claim for a replacement battery. In terms of logistics, allowing DHL to set-up shop and handle the reverse logistics process as well as identifying a solution for the value added tax difficulties allowed Nokia to quickly take control of the replacement process without any additional panic by its high customer base within the market.
Conclusion and Recommendations
The Nokia India executives eventually corrected the problem. They were able to establish proper communication channels with its customers and