SUBMITTED BY: PRAKRITHI 11M022

In 1865, Fredrik Ides tam started a wood pulp mill on the banks of the Tammerkoski rapids in southern Finland. A few years later he started another mill on the banks of Nokianvirta river the location that gave Nokia its name. In 1967, Nokia corporation was formed by the merger of Nokia AB, Finnish Rubber Works and Finnish Cable Works. As a part of its diversification strategy the company moved into consumer electronics. Later in 1991, the worlds first GSM call was made in Finland with equipment supplied by Nokia. In 2007, Nokia became one of the leading manufacturers of mobile devices, telecom equipment and mobile content services.

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Nokia entered the Indian market in 1995 and within a decade established itself as a leader. In 2006, Nokia set up a manufacturing facility in Chennai. Nokia also established three R&D centers based in Hyderabad, Bangalore and Mumbai. Nokia had developed a strong network of sales and marketing centers within India. That is consisted of: Customer care centre's (CCCs) Nokia priority dealers (NPDs) Concept stores
Within India Nokia organized itself along four regions- North, South, East and West

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diverse topography of India Varying consumer habits Diversity of languages Complex tax system High bureaucratic control

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the few months preceding July 2007, Nokia received nearly 100 consumer complaints from around the world about batteries that swelled during charging(Matsushita BL-5C). Nokia was able to pinpoint that the defects appeared in particular batches of batteries manufactured by Matsushita between December 2005 and November 2006. The battery overheating by charging caused the battery to dislodge.

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television channel started reporting that Nokia phones could potentially burst, following which several other television networks began broad casting the story. The next day, customer requests for replacement batteries began flooding the Nokia CCCs. And there were no replacement batteries available.

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the website and determine whether their battery was affected by keying in a 15digit battery number. (New battery within 15 days) This system did not seem to be effective. So a SMS solution was activated. Battery is replaced in person if a customer came to the CCCs and to courier a battery if a customer registered through the internet. The first shipment from the Chennai plant, of 10000 batteries, arrived in Delhi on August 15.

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The impacted consumers were a subset of the large subscriber base. 2. BL-5C batteries were used in several different Nokia model. To reduce fear regarding battery recall Nokia started an advertisement campaign. Provided information regarding how to check for faulty battery. A toll-free telephone helpline was also activated.
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Dart couriers were not able to handle the large volume of shipment So Nokia Singapore worked with DHL. Once batteries were packed and scanned, DHL handled them off to different courier companies that covered different parts of India. Those couriers were of two types: 1. Direct to customer 2. To RDs and CCCs

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is all about collecting old batteries and disposing them in an environmentally friendly manner. Empty insulated envelope shipped from Matsushita to Nokia. And Nokia to: Direct to customer CCCs (DHL courier bag) Nokia concluded its advisory in December 2007.

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recognized that the success of future recalls would depend on the cultivation of several important capabilities within the supply chain He also thought having a reverse logistics chain in place would also support any future recalls/advisories

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