Summer Project Report

1. INTRODUCTION Nokia Corporation is a Finnish multinational communications corporation that is headquartered in Keilaniemi, Espoo, a city neighboring Finland's capital Helsinki !okia is engaged in the manu"acturing o" mobile de#ices and in con#erging $nternet and communications industries, %ith o#er &'(,))) employees in &') countries, sales in more than &*) countries and global annual re#enue o" E+R ,& billion and operating pro"it o" -& ' billion as o" ')). $t is the %orld's largest manu"acturer o" mobile telephones/ its global de#ice market share %as ()0 in the third quarter ')&), do%n "rom an estimated (,0 in the third quarter ')). and an estimated ((0 in the second quarter ')&) !okia's estimated share o" the con#erged mobile de#ice market %as (10 in the third quarter, compared %ith ,&0 in the second quarter ')&) !okia produces mobile de#ices "or e#ery major market segment and protocol, including 2S3, 4536, and 784536 9+3:S; !okia o""ers $nternet ser#ices such as applications, games, music, maps, media and messaging through its <#i plat"orm !okia has sites "or research and de#elopment, manu"acture and sales in many countries throughout the %orld 6s o" 5ecember '))., !okia had Research and 5e#elopment 9R=5; presence in &> countries and employed (?,)') people in research and de#elopment, representing appro@imately ()0 o" the group's total %ork"orce :he !okia Research 4enter, "ounded in &.1>, is !okia's industrial research unit consisting o" about *)) researchers, engineers and scientists $t has sites in se#en countries/ Finland, 4hina, $ndia, Kenya, S%itAerland, the +nited Kingdom and the +nited States Besides its research centers, in '))& !okia "ounded 9and o%ns; $!d: C !okia $nstitute o" :echnology, a R=5 institute located in BraAil !okia operates a total o" &* manu"acturing "acilitiesD&)E located at Espoo, <ulu and Salo, FinlandF 3anaus, BraAilF Beijing, 5ongguan and SuAhou, 4hinaF Farnborough, EnglandF KomGrom, HungaryF 4hennai, $ndiaF Reynosa, 3e@icoF Hucu, Romania and 3asan, South Korea !okia's industrial design department is headquartered in Soho in Iondon, England %ith signi"icant satellite o""ices in Helsinki, Finland and 4alabasas, 4ali"ornia in the +S6

Summer Project Report

!okia is a public limited liability company listed on the Helsinki, Frank"urt, and !e% Jork stock e@changes !okia plays a #ery large role in the economy o" FinlandF it is by "ar the largest Finnish company, accounting "or about a third o" the market capitaliAation o" the Helsinki Stock E@change 9<3K Helsinki; as o" '))?, a unique situation "or an industrialiAed country $t is an important employer in Finland and se#eral small companies ha#e gro%n into large ones as its partners and subcontractors !okia increased Finland's 25P by more than & *0 in &... alone $n ')), !okia's share o" the Finnish 25P %as ( *0 and accounted "or almost a quarter o" Finland's e@ports in '))( $n recent years, Finns ha#e consistently ranked !okia as one o" the best Finnish brands $n '))1, it %as the '?th most respected brand among Finns, do%n "rom si@th place in '))? :he !okia brand, #alued at L'. * billion, is listed as the eight most #aluable global brand in the $nterbrandMBusinessWeek Best 2lobal Brands list o" ')&) 9"irst non8+S company; $t is the number one brand in 6sia 9as o" '))?; and Europe 9as o" ')).;, the ,&st most admirable company %orld%ide in Fortune's 7orld's 3ost 6dmired 4ompanies list o" ')&) 9third in !et%ork and <ther 4ommunications Equipment, se#enth non8+S company;, and the %orld's &')th largest company as measured by re#enue in Fortune 2lobal *)) list o" ')&) 6s o" ')&), 63R Research ranks !okia's global supply chain number nineteen in the %orld $n Huly ')&), !okia announced that their pro"its had dropped ,)0 $n the global smartphone ri#alry, !okia dominates the %orld%ide mobile markets, but remains "ragile in the +nited States

Summer Project Report

1.1 INDUSTRY PROFILE !okia's history starts in &1>* %hen mining engineer Fredrik $destam established a ground%ood pulp mill on the banks o" the :ammerkoski rapids in the to%n o" :ampere, in south%estern Finland, and started manu"acturing paper $n &1>1, $destam built a second mill near the to%n o" !okia, "i"teen kilometers 9nine miles; %est o" :ampere by the !okian#irtari#er, %hich had better resources "or hydropo%er production $n &1?&, $destam, %ith the help o" his close "riend statesman Ieo 3echelin, renamed and trans"ormed his "irm into a share company, thereby "ounding the !okia 4ompany, the name it is still kno%n by today :o%ard the end o" the &.th century, 3echelin's %ishes to e@pand into the electricity business %ere at "irst th%arted by $destam's opposition Ho%e#er, $destam's retirement "rom the management o" the company in &1.> allo%ed 3echelin to become the company's chairman 9"rom &1.1 until &.&,; and sell most shareholders on his plans, thus realiAing his #ision http://en.wikipedia.org/wiki/Nokia - cite_note-Idestam-30 $n &.)', !okia added electricity generation to its business acti#ities :he three companies, %hich had been jointly o%ned since &.'', %ere merged to "orm a ne% industrial conglomerate, !okia 4orporation in &.>? and pa#ed the %ay "or !okia's "uture as a global corporation :he ne% company %as in#ol#ed in many industries, producing at one time or another paper products, car and bicycletires, "oot%ear 9including rubber boots;, communications cables, tele#isions and other consumer electronics, personal computers, electricity generation machinery, robotics, capacitors, military communications and equipment 9such as the S6!I6 3M.) de#ice and the 3>& gas mask "or the Finnish 6rmy;, plastics, aluminium and chemicals Each business unit had its o%n director %ho reported to the "irst !okia 4orporation President, BjNrn7esterlund 6s the president o" the Finnish 4able 7orks, he had been responsible "or setting up the companyOs "irst electronics department in &.>), so%ing the seeds o" !okiaOs "uture in telecommunications

Summer Project Report

E#entually, the company decided to lea#e consumer electronics behind in the &..)s and "ocused solely on the "astest gro%ing segments in telecommunications !okian:yres, manu"acturer o" tyres split "rom !okia 4orporation to "orm its o%n company in &.11 and t%o years later !okia Foot%ear, manu"acturer o" rubber boots, %as "ounded 5uring the rest o" the &..)s, !okia di#ested itsel" o" all o" its non8telecommunications businesses :he seeds o" the current incarnation o" !okia %ere planted %ith the "ounding o" the electronics section o" the cable di#ision in &.>) and the production o" its "irst electronic de#ice in &.>'/ a pulse analyAer designed "or use in nuclear po%er plants $n the &.>? "usion, that section %as separated into its o%n di#ision, and began manu"acturing telecommunications equipment 6 key 4E< and subsequent 4hairman o" the Board %as vuorineuvosBjNrn P!alleP 7esterlund 9&.&'C')).;, %ho "ounded the electronics department and let it run a loss "or &* years $n the &.?)s, !okia became more in#ol#ed in the telecommunications industry by de#eloping the !okia 5K ')), a digital s%itch "or telephone e@changes $n the &.?)s and &.1)s, !okia de#eloped the SanomalaitejQrjestelmQ 9P3essage de#ice systemP;, a digital, portable and encrypted te@t8based communications de#ice "or the Finnish 5e"ence Forces $n the &.1)s, during the era o" its 4E< Kari Kairamo, !okia e@panded into ne% "ields, mostly by acquisitions $n the late &.1)s and early &..)s, the corporation ran into serious "inancial problems, a major reason being its hea#y losses by the tele#ision manu"acturing di#ision and businesses that %ere just too di#erse :hese problems, and a suspected total burnout, probably contributed to Kairamo taking his o%n li"e in &.11 6"ter Kairamo's death, SimoRuorilehto became !okia's 4hairman and 4E< $n &..)C&..(, Finland under%ent se#ere economic depression, %hich also struck !okia +nder Ruorilehto's management, !okia %as se#erely o#erhauled :he company responded by streamlining its telecommunications di#isions, and by di#esting itsel" o" the tele#ision and P4 di#isions

Summer Project Report

Probably the most important strategic change in !okia's history %as made in &..', ho%e#er, %hen the ne% 4E< Horma<llila made a crucial strategic decision to concentrate solely on telecommunications :hus, during the rest o" the &..)s, the rubber, cable and consumer electronics di#isions %ere gradually sold as !okia continued to di#est itsel" o" all o" its non8 telecommunications businesses For a %hile in the &..,s, !okia's net%ork equipment production %as separated into Telefenno, a company jointly o%ned by the parent corporation and by a company o%ned by the Finnish state $n &.1?, the state sold its shares to !okia and in &..' the name %as changed to !okia :elecommunications 6s late as &..&, more than a quarter o" !okia's turno#er still came "rom sales in Finland Ho%e#er, a"ter the strategic change o" &..', !okia sa% a huge increase in sales to !orth 6merica, South 6merica and 6sia :he e@ploding %orld%ide popularity o" mobile telephones, beyond e#en !okia's most optimistic predictions, caused a logistics crisis in the mid8&..)s :his prompted !okia to o#erhaul its entire logistics operation By &..1, !okiaOs "ocus on telecommunications and its early in#estment in 2S3 technologies had made the company the %orld's largest mobile phone manu"acturer Bet%een &..> and '))&, !okiaOs turno#er increased almost "i#e"old "rom > * billion euros to (& billion euros Iogistics continues to be one o" !okia's major ad#antages o#er its ri#als, along %ith greater economies o" scale

Summer Project Report

LOGOS

Past

!okia 4ompany logo Founded in :ampere in &1>*, incorporated in !okia in &1?&

:he brand logo o" Finnish Rubber 7orks, "ounded in Helsinki in &1.1 Iogo "rom &.>*C &.>>

!okia introduced its "Connecting :he !okia People"ad#ertising 4orporation slogan, coined by Parro%sP logo, <#eStrandberg and used used be"ore the since &..' "Connecting People" logo

Present

!okia's current logo used since '))>, %ith the redesigned "Connecting People" slogan

!okia Siemens !et%orks logo Founded in '))?

!a#teq logo Founded in &.1*, acquired by !okia in '))?

Summer Project Report

1.2 COMPANY PROFILE Nokia In ia !okia has played a pioneering role in the gro%th o" cellular technology in $ndia, starting %ith the "irst8e#er cellular call a decade ago, made on a !okia mobile phone o#er a !okia8 deployed net%ork !okia started its $ndia operations in &..*, and presently operates out o" o""ices in !e% 5elhi, 3umbai, Kolkata, Haipur, Iuckno%, 4hennai, Bangalore, Pune and 6hmedabad :he $ndian operations comprise o" the handsets businessF R=5 "acilities in Bangalore and 3umbaiF a manu"acturing plant in 4hennai and a 5esign Studio in Bangalore <#er the years, the company has gro%n mani"old %ith its manpo%er strength increasing "rom ,*) people in the year ')), to o#er &*))) employees in 3arch '))1 9including !okia Siemens !et%orks; :oday, $ndia holds the distinction o" being the second largest market "or the company globally De!i"es #$siness !okia has established itsel" as the market and brand leader in the mobile de#ices market in $ndia :he company has built a di#erse product port"olio to meet the needs o" di""erent consumer segments and there"ore o""ers de#ices across "i#e categories ie Entry, Ii#e, 4onnect, E@plore and 6chie#e :hese include products that cater to "irst time subscribers to ad#anced business de#ices and high per"ormance multimedia de#ices "or imaging, music and gaming !okia has been %orking closely %ith operators in $ndia to increase the geographical co#erage and lo%er the total cost o" o%nership "or consumers :oday, !okia has one o" the largest distribution net%ork %ith presence across &,(),))) outlets $n addition, the company also has !okia Priority 5ealers across the country and !okia S4oncept storesO in Bangalore, 5elhi, Haipur, Hyderabad, 4handigarh, Iudhiana, 4hennai, $ndore and 3umbai to pro#ide customers a complete mobile e@perience 7

Summer Project Report

Ser!i"es #$siness 7ith the global launch o" <#i, the company's $nternet ser#ices brand name, !okia is rene%ing itsel" to be at the "ore"ront o" the con#ergence o" internet and mobility From being a product centric company, !okia is no% "ocusing to become solutions centric :he strategic shi"t is built on !okiaOs bid to retain consumers and empo%er !okia de#ice o%ners to realise the "ull potential o" the $nternet !okia %ill build a suite o" $nternet based ser#ices like !okia 3aps, the !okia 3usic Store and !okia !82age around its <#i brand In%rastr$"t$re #$siness !okia Siemens !et%orks is a leading global enabler o" communications ser#ices :he company pro#ides a complete, %ell8balanced product port"olio o" mobile and "i@ed net%ork in"rastructure solutions and addresses the gro%ing demand "or ser#ices %ith '),))) ser#ice pro"essionals %orld%ide $ts operations in $ndia include Sales = 3arketing, Research = 5e#elopment, 3anu"acturing and 2lobal !et%orks Solutions 4entre Headquartered in 2urgaon, !okia Siemens !et%orks has ,? o""ices and presence in o#er &?) locations across the country Man$%a"t$rin& in In ia !okia has set up its mobile de#ice manu"acturing "acility in 4hennai, $ndia to meet the burgeoning demand "or mobile de#ices in the country :he manu"acturing "acility is operational %ith an in#estment o" +S5 '&) million and currently employs 1))) people !okia has recently announced "resh in#estments to the tune o" +S L ?* million to%ards its manu"acturing plant in Sriperumbudur, 4hennai "or the year '))1 Some firsts for Nokia in India

Summer Project Report

3$SS$<! 6!5 R$S$<!/ T'e roa a'ea +ntil no%, de#elopment in our industry has mainly been a matter o" deli#ering connections C more, "aster, cheaper, and more e""icient :his is still important :he connecti#ity e@plosion continues, and by ')&* %e kno% that * billion people and "urther billions o" de#ices %ill be connected So, %e must continue applying our e@pertise in order to deli#er on the reality o" hundred8"old increases in tra""ic <ur mission () i*pro!in& e%%i"ien") an e+perien"e %e ha#e built #alue by addressing e""iciency, and %e continue to do that But %e also need to address the customerOs need "or a better e@perience, because itOs e@perience that builds relationships, and relationships that build #alue

O$r !ision
7e belie#e that 4SPs can ultimately enable and deli#er a Tsegment o" oneU C %here they can de"ine and enhance the ser#ice e@perience "or each and e#ery indi#idual 4ustomers %hose communications e@perience "it and %orks "or them donOt change operators 6nd operators %ho can de#ote themsel#es to enriching the customerOs e@perience build stronger, more lasting and pro"itable customer relationships :he indi#idual communications e@perience is the greatest #alue a communications ser#ice pro#ider can deli#er to their customer, and so itOs the greatest #alue %e can support communications ser#ice pro#iders in deli#ering

Summer Project Report

1., PRODUCT PROFILE :he "ollo%ing is a list o" products branded by !okia 4orporation :his list concentrates on the modern !okia products

1. Mo#i-e P'ones 2. So%t.are ser!i"es ,. A""essories

1. Mo#i-e P'ones

List o% Nokia*o#i-e p'ones

Nokia 1/// series Nokia 2/// series &)&& 0&&))M&&)& 0&&&)M&&&)i 0&&&' 0&')) 0&')1 0&>)) 0&>&) 0&>*) '&&)i 0'&&*i 0'(&) 0'>)) 0'>))classic 0'>&) 0'>() 0'>*) 0'>*& 0'>1) slide 0'>.) 0'?)) classic 0!okia '?&) !a#igation Edition 0'?() classic 0'?>) (&))M(&))bM(&)* 0(&&) 0(&&)classic 0(&') 0(&')classic 0(&** 0('))M('))bM(')* 0('&) Nokia ,/// series 0('') 0('() 0('*) 0((&) 0((&* 0((() 0(,&) 0(*)) classic 0(*&)M(*.)M(*.* 0!okia

(*() 0(*&)i 0(>))M(>')M(>*)M(>>) 0(>)) slide 0(?') classic Series skipped 9see here; as a sign o" de"erence "rom !okia to%ards East 6sian customers See tetraphobia *)?) 0*&)) 0*&&) 0*&()Kpress3usic 0*')) 0*'&) 0*'')Kpress3usic 0*'() 0*'(( 0*'*) 0*()) 0*(&) Kpress3usic 0*(') 0*(() 3obile :R Edition 0**)) Sport 0**&) 0**()

Nokia 1/// series Nokia 2/// series

10

Summer Project Report 0*>&) 0*>() 0*?)) 0*?() 0*1)) >)&) 0>)')M>)'& 0>)() 0>)?) 0>)1* 0>&)) 0>&)& 0>&)( 0>&&)M>&') 0>&&) Nokia 3/// series !a#igator 0>&&& 0>&')M>&'&M>&',classic 0>&(&M>&(( 0>&(> 0>&*& 0>&?) 0>'&) 0>'&!a#i gator 0>'')classic 0>'() 0>'()i 0>'((M>'(, 0>'**i 0>'>)Slide 0>'>* 0>'?) 0>'?*i 0>'1)M >'11 0>'.) 0>()) 0>())i 0>()& 0>()( classic 0>(&)i 0>(&*i 0>*)) classic 0>*)) slide 0>*** 0>>)) 0>>))"old 0>>))slide 0>>&)i 0>>') 0>>() 0>>*) 0>>*)"old 0>>?) 0 Nokia 4/// series Nokia 5/// series Nokia 6/// series
7Nokia Co**$ni "ator8

?&&) 0?&>) 0?'() 0?'*) 0?'1) 0?(>) 0?(1) 0?(.) 0?*)) Prism 0?>)) 0?>&) 0?>*) 0??)) 0??&) 0?.)) Prism 0?.)) 4rystal Prism

1&&) 01'&) 01'*) 01(&) 01>)) Iuna 011)) 011*) 01.&)

.)))M.&&)M.&&)i 0.'&)M.'.) 0.'&)i 0.())M.())i 0.*))

Nokia Cseries Nokia Eseries Nokia Nseries Nokia 9series Internet Ta#-et N:Ga&e Ot'ers Con"ept

4(8)) 04(8)& 94( :ouch and :ype; 04*8)) 04*8)( 04>8)) 04>8)& 04?8)) E*8)) 0E*) 0E*& 0E*' 0E** 0E>) 0E>&ME>&i 0E>' 0E>( 0E>* 0E>> 0E?8)) 0E?) 0E?& 0E?' 0E?( 0E?* 0E.) 4ommunicator !?) 0!?& 0!?' 0!?( 0!?* 0!?> 0!?1 0!?. 0!1 0!1) 9$nternet Edition; 0!1& 9!1& 12B; 0!1' 0!1* 0!1> 13P 0!.) 0!.& 9!.& 12B; 0!.' 0!.( 0!.(i 0!.* 0!.* 12B 0!.> 0!.? 0!.)) K(8)) 0K(8)' 9K( :ouch and :ype; 0K* 0K> ??) 0!1)) 0!1&) 97i36K Edition; 4lassic 0V5 0V5 Sil#er Edition Rertu lu@ury phones !okia 3orph 11

Summer Project Report

Nokia Lumia series

:he !okia Iumia series is a series running 7indo%s Phone <S
P'one *o eNokia L$*ia 31/ Nokia L$*ia 41/ S"reen t)pe ,1)@1)) p@ &>m8color ,1)@1)) p@ &>m8color 7R26 ,1)@1)) p@ &>m8color 7R26 63<IE5 9&> ?3; 4olor 94apaciti#e Re-ease ')&& Te"'no-o&) 2S3E52E+3:S7I6! S. P-at%or* 7indo%s Phone ? * 93ango; 7indo%s Phone ? * 93ango; Generation BB* ) For* %a"tor 4andy bar Ca*era *) megapi@ els *) megapi@ els

')&&

2S3E52E+3:S7I6!

BB* )

4andy bar

Nokia L$*ia 5//

')&&

2S3E52E+3:S7I6!

7indo%s Phone ? * 93ango;

BB* )

4andy bar

1) megapi@ els

Nokia Asha series

:he !okia 6sha series is an a""ordable series optimiAed "or social net%orking and sharing <perating system used is Series ,)
P'one *o eNokia As'a 2// Nokia As'a ,/2 Nokia As'a ,/, Nokia As'a ,/2 S"reen t)pe (') @ ',) pi@els 9'*>K; ',) @ (') pi@els 9'*>K; ',) @ (') pi@els 9'*>K; ',) @ ,)) pi@els 9>*K; Re-ease ')&& V, Te"'no-o&) 2S32PRSE2PRS P-at%or* Series ,) >th Edition "eature pack & Series ,) >th Edition "eature pack & Series ,) >th Edition "eature pack & Series ,) 6sha 5ual8 S$3 Generation :bc For* %a"tor V7ER:J 4andybar Ca*era ' ) 3P

')&' V&

2S3745362PRSE2PRSHS5 P6HS+P67I6!

:bc

V7ER:J 4andybar

( ' 3P

')&& V,

2S3745362PRSE2PRSHS5 P6HS+P67I6!

:bc

:ouch and :ype V7ER:J 4andybar Full touch 4andybar

( ' 3P

')&' V(

2S32PRSE2PRS

:bc

' 3P

12

Summer Project Report

Nokia Cseries 3ain article/ !okia 4series

:he !okia 4series is an a""ordable series optimiAed "or social net%orking and sharing
P'one *o eNokia C2 Nokia C,// Nokia C,/1 7To$"' an T)pe8 Nokia C,/1 GoE ition 7To$"' an T)pe8 Nokia C2// Nokia C2/, S"reen t)pe &'1 W &>) pi@els 9>*K; (') W ',) pi@els 9'*>K; 4olor :F: ',) W (') 9'*>K; :F: 4olor ',) W (') 9'*>K; :F: 4olor ',) W (') pi@els 9&> ?3; 4olor :F: >,) W (>) pi@els 9&> ?3; transmissi#e >,) W (>) pi@els 9&> ?3; >,) W (>) pi@els 9&> ?3; >,) W (>) pi@els 9&> ?3; Re-ease S + ')&) V' ')&) V, ')&) V, P Te"'no-o&) 2S3M+3:S 2S3E52E 7I6! 2S3E52E, +3:S, 7I6! 2S3E52E, +3:S, 7I6! 2S3M+3:S P-at%or* Series ,) >th Edition Series ,) >th Edition Series ,) >th Edition "eature pack & Series ,) >th Edition "eature pack & S>) (rd Edition FP' S>) *th Edition Generation K2<I5 '&( BB* ) For* %a"tor 4andybar V7ER:J 4andybar 4andybar Ca*era R26 9) (3P; ' ) 3P

BB* )

* ) 3P

BB* )

4andybar

* ) 3P

')&) V' ')&) V,

BB* )

4andybar

* ) 3P

Nokia C3//

')&) V'

Nokia C3/1

')&) V,

Nokia C4//

')&) V,

2S3E2PRS +3:S7I6 !74536M HS5P6E2S 3 2S3E2PRS +3:S7I6 !74536M HS5P6E2S 3 2S3E2PRS +3:S7I6 !74536M HS5P6E2S 3 2S3E2PRS +3:S7I6 !74536M HS5P6E2S 3

tbc

:ouchscreen candybar

* ) 3P

S>) *th Edition

BB* )

V7ER:J Slider

* ) 3P

SymbianX(

BB* )

:ouchscreen candybar

1 ) 3P 9?')p H5; 1 ) 3P 9?')p H5;

SymbianX(

BB* )

:ouchscreen 3onoblock

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Summer Project Report

1///;6/// series
1.

!okia &))) series C +ltrabasic series :he !okia &))) series include !okia's most a""ordable phones :hey are mostly targeted

to%ards de#eloping countries and users %ho do not require ad#anced "eatures beyond making calls and S3S te@t messages, alarm clock, reminders, etc
2.

!okia '))) series C Basic series Iike the &))) series, the '))) series are entry8le#el phones Ho%e#er, the '))) series

generally contain more ad#anced "eatures than the &))) seriesF many ne% '))) series phones "eature color screens and some "eature cameras, Bluetooth and e#en 682PS, such as in the case o" the !okia '?&) :he '))) series slot bet%een the &))) and ())) series phones in terms o" "eatures
3. !okia ())) series C E@pression series

:he !okia ())) series are mostly mid8range phones targeted to%ards the youth market Some o" the models in this series are targeted to%ards young male users, in contrast %ith the more unise@ business8oriented >))) series and the more "eminine "ashion8oriented ?))) series Feature %ise, the ())) series slot bet%een the '))) and >))) series
4. !okia *))) series C 6cti#e series

:he !okia *))) series are similar in "eatures to the ())) series, but o"ten contain more "eatures to%ards acti#e indi#iduals 3any o" the *))) series phones "eature a rugged construction or contain e@tra "eatures "or music playback :he *'&) "eatures rubber Kpress8<n shells, 76P o#er 4S5 and a built in thermometer :he thermometer is actually the internal temperature o" the phone's battery, this "eature is also present on other phones that ha#e PnetmonitorP enabled :he *'&) is nicknamed a Pbuilder's phoneP because o" its rubber splashMimpact proo" casing $ts successor is the *&)) and a"ter that, the *&,) and *&,)i :he **&) %as !okia's "irst phone %ith a built in 3P( player, and it had >, megabytes o" memory "or storing 3P(s $t also had a "ull V7ER:J keyboard and an 1, @ ,1 monochrome display :his phone did not sell #ery %ell e#en though it %as ad#ertised on tele#ision, possibly because it %as too e@pensi#e and too big $ts replacement is the !okia (())

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Summer Project Report

:he *(() Kpress3usic %as discontinued, but replaced by the !okia K(8)) :he K(8)) "eatures some styling cues taken "rom the *(()
5. !okia >))) series C 4lassic Business series

:he !okia >))) series is !okia's largest "amily o" phones $t consists mostly o" mid8 range to high8end phones containing a high amount o" "eatures :he >))) series is notable "or their conser#ati#e, unise@ designs, %hich make them popular among business users
6.

!okia ?))) series C Fashion and E@perimental series :he !okia ?))) series is a "amily o" !okia phones %ith t%o uses 3ost phones in the

?))) series are targeted to%ards "ashion8conscious users, particularly to%ards %omen Some phones in this "amily also test ne% "eatures :he ?))) series are considered to be a more consumer8oriented "amily o" phones %hen contrasted to the business8oriented >))) series
. !okia 1))) series C Premium series

:his series is characteriAed by ergonomics and attracti#eness :he internals o" the phone are similar to those in di""erent series and so on that le#el o""er nothing particularly di""erent, ho%e#er the physical handset itsel" o""ers a le#el o" "unctionality %hich appeals to users %ho "ocus on ergonomics :he "ront slide keypad co#ers o""ered a pseudo8"lip that at the time !okia %ere un%illing to make 3aterials used increased the cost and hence e@clusi#ity o" these handsets :he only e@ception to the rule 9there are many in di""erent series; is the 1'@@, 1(&) %hich %ere #ery small and light handsets
!. !okia .))) series C 4ommunicator series 9discontinued;

:he !okia .))) series %as reser#ed "or the 4ommunicator series, but the latest 4ommunicator, the E.) 4ommunicator, is an Eseries phone

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Summer Project Report

Mo ern series 7C<E<N<9<As'a<L$*ia8

". !okia 4series

:he !okia 4series is an a""ordable series optimiAed "or social net%orking and sharing 4&8)) and 4'8)) are 5ual8S$3 phones, but "or the !okia 4&8)), both S$3 cards cannot be utiliAed at the same time
10. !okia Eseries

:he !okia Eseries is an enterprise8class series and includes business8optimiAed smartphones

11. !okia !series

:he !okia !series is !okia's most ad#anced smartphone series $t is "or people %ho %ish to ha#e ad#anced multimedia and connecti#ity "eatures and as many other "eatures as possible into one de#ice
12. !okia Kseries

:he !okia Kseries targets a young audience %ith a "ocus on music and entertainment &( !okia 6sha Series :he Nokia As'a series is a range o" !okia phones, ranging "rom lo% to mid8end phones :here are &) phones at the moment, although a "e% still aren't released $t is !okia's most recent range o" "eature phones %hich are appealing to a buyer looking to buy a good phone "or a lo% price tag &, !okia Iumia series :he !okia Iumia series is a series running 7indo%s Phone <S

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Summer Project Report

Concept phones
!okia is %orking to%ard the "uture o" phones and mobile communication de#ices %ith their ne% concept phone, the !okia PScentsoryP such as !okia 3orph :his ne% mobile de#ice uses the sense o" smell, sight, hearing, and touch to create a multiscensory en#ironment "or the caller Scentsory %ould be able to detect, send, and emit smells, as %ell as radiate colors, lighting, and temperature "rom the en#ironment o" the caller 5ual screens can be used "or personal #ideo messaging as %ell as %atching #ideos Scentsory also includes "eatures such as an IE5 touchpad, hidden camera, and "olding PorigamiP design, re#olutioniAing not only "eatures pre#iously "oreign to the phone 9or any other technical de#ice;, but introducing a ne% physical design to the phone

1. On-ine ser!i"es

<#i 9!okia;

!82age 9ser#ice;

2. So%t.are so-$tions

!okia P4 Suite !okia <#i Suite !okia Photos !okia Ii"eblog $ntellisync 3obile Suite !okia Business 4enter

!okia Sensor 2ammu and 7ammu "or both Iinu@ and 3S 7indo%s !okia 3aps !okia Sports :racker !okia So"t%are +pdater Vt 9"rame%ork;

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Summer Project Report

,. A""essories
!okia produces accessories to their products too many to list here Such accessories include/ Carr)in& an st)-in&= carrying cases, phone je%elry, shells

Car so-$tions= car kits, car phones, portable solutions, mobile holders, car accessories, car na#igation

>ea sets= audio adapters, Bluetooth headsets, %ired headsets, loopsets Me*or) "ar s an "a#-es M$si" re-ate pro $"ts= audio adapters, music packs, music streaming, speakers Na!i&ation= 2PS modules, na#igation kits, car na#igation >o*e an o%%i"e= desk stands, imaging, %ireless digital pens, %ireless keyboards,

mobile :R recei#ers

Po.er= batteries, chargers, charger adapters Internet Sti"k= !okia HSP68modem 4S8&* operates in (2 net%ork, %ith ma@imum do%nload speeds o" &, ,3bps and upload speeds o" ' &3bps

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Summer Project Report

2 RESEARC> PRO(LEM <rganiAations use marketing research to "ind out %hat customers think and %hat they %ant :he sur#ey is a direct %ay o" collecting quantitati#e, or numerical, in"ormation and qualitati#e, or descripti#e, in"ormation 7hen there are errors in the sur#ey design, marketing research problems can sur"ace For e@ample, a company might use a method that is designed to collect a random sample "rom the target consumer population, but the method is not really random :here"ore, the organiAation cannot generaliAe its sur#ey results to represent the target population :he sur#ey made in this project is to kno% the customer satis"action le#el on !okia 3obiles Phones as the competitors has increased and the technology is "alling at lo% cost :he problem o" the research arises at the point o" customers thoughts regarding the product %hich they are consuming is satis"ying their %ants or not !ot only the product but the ser#ice a"ter sales and to kno% %hether the customer is loyal or not

2.1 PURPOSE OF T>E STUDY= Kurnool city contains many classes o" people "rom poor, middle class and rich class people co#ering 5octors, Engineers, Businessmen, Students and other people %ho ha#e in 3obile Phones $t %ould be a #ital part to kno% the Satis"action le#el o" the customers to%ards !okia 3obile Phones 6nd as it is a ne% concept, the Purpose arises So, hence the project T4ustomer Satis"action :o%ards !okia 3obiles %ith special Re"erence to !okia Sho%room and 4are 4entreU

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Summer Project Report

2.2 SCOPE OF T>E STUDY 6s learning is a human acti#ity and is as natural, as breathing 5espite o" the "act that learning is all per#asi#e in our li#es, psychologists do not agree on ho% learning takes place Ho% indi#iduals learn is a matter o" interest to marketers :hey %ant to teach consumers in their roles as their roles as consumers :hey %ant consumers to learn about their products, product attributes, potential consumers bene"it, ho% to use, maintain or e#en dispose o" the product and ne% %ays o" beha#ing that %ill satis"y not only the consumerOs needs, but the marketerOs objecti#es :he scope o" my study restricts itsel" to the analysis o" 4ustomer Satis"action on !okia 3obile Phones :here are many other brands o" 3obile Phones a#ailable but my study is limited to a major player o" 3obile Phones lea#ing behind the others

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Summer Project Report

2., O(?ECTI@ES & ' ( , :o determine up to %hat e@tent the nokiacells, #alue added "eatures has satis"ied the consumers :o identi"y the mode o" purchase, type o" usage and changing attitude by the consumers :o "ind the problem "aced by the nokia cell consumers and study the price and trends :o analyAe the sales promotional acti#ities and le#el o" a%areness o" all the products released by the company

2.1 LIMITATIONS A part %ro* t'e nee an i*portan"e o% t'e st$ )A t'e) are -i*itations a-so. T'e -i*itations are st$ ies are= & ' ( , :he study is combined to only kurnool city So %e cannot say the o#er all in"ormation :he sur#ey %as carried about to &* to ') days only, %hich %as a constraint :ime "actor is the main limitation "or the study :he methods used in this project are random sampling methods = results obtained may not be "ully accurate = belie#able * :he research has been centered to only &)) customers rather than millions 4ustomers around the %orld > Some o" the consumers are not interested to gi#e the accurate in"ormation about their !okia cell :he conclusions dra%n are subjected to the in"ormation pro#ided by the #arious buyers contacted

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Summer Project Report

, RE@IEB OF LITERATURE $t is no longer enough to satis"y customers Jou must delight them Satis"action/ Satis"action is a person "eeling o" pleasure or disappointment resulting "rom comparing the products to comparing products recei#ed per"ormance is or 9out come; in relation to his or her e@pectations 6s this de"inition makes clear satis"action is a "unction o" recei#ed per"ormance and e@pectations 7ith the per"ormance "alls sharp e@pectations, the customer is dissatis"ied $" the per"ormance matches the e@pectations the customer is satis"ied 7ith the per"ormance e@ceeds e@pectations, the customer is highly satis"ied or delighted 3ini companies are aiming "or high satis"actions because customers %ho are just satis"ied still "ind it easy to s%itch %hen a better o""er comes along :hose %ho are highly satis"ied are much less ready to s%itch High satis"actions are delight creates an emotional brand %ith the brand !ot a just rational per"ormance the result is high customer loyalty @ero@es senior managers belie#es that a #ery satis"ied or delighted customer is %orth tent times as much to the company as a satis"ied customer 6 #ery satis"ied customer is likely to stay %ith @ero@ many more years and buy more than a satis"ied customer 6 customer's decision to be loyal or to de"ect is the some o" many small encounters %ith the company 4onsulting "orm "orum corporation says that in order "or all this small encounters to add up to customers loyalty, companies need to create aP branded customer e@periencesP in addition to customer #alue e@pectations and satis"actions companies need to monitor their competitors per"ormance in this areas For e@ample a company %as pleased to "ind the 1)0 o" his customers said they %ere satis"ied

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Summer Project Report

:hen the 4E< "ound out that its leading competitor attend a .)0 customer satis"action score He %as "urther dismayed %hen he learned that this competitor %as aiming to reach a .*0 satis"action score For customer8centered companies, customer satis"action is both goal and marketing tool 4ompanies that achie#e high customer satis"action ratings make sure that their target market kno%s it 6lthough the customer8centered "irm seeks to create high customer satis"action, its main goal is not to ma@imiAe customer satis"action $" the company increases customer satis"action by lo%ering its price or increasing its ser#ices, the result may be lo%er pro"its :he company might be able to increases its pro"itability by means other than increased satis"action 9"or e@ample, by impro#ing manu"acturing processes are in#esting more in r=b 9also the company has many stake holders including employers, dealers, suppliers and stock holders Spending more to increase customer satis"action might di#ert "unds "rom increasing the satis"action o" other partners +ltimately the company must operate on philosophy that it is trying to deli#er "action to other stake holders %ithin the constraints o" its total resources C$sto*er satis%a"tion ser!i"e= Studies sho% that although customers are dissatis"ied %ith one out o" e#ery , purchases Iess than *0 o" dis8satis"ied customers %ill complain 3ost customers %ill buy less or s%itch suppliers 4omplaint le#els are thus not a good measure o" customer satis"action questionnaires or make telephone calls to a random sample o" recent customers 7hile collecting customer satis"action data, it is also use"ul to ask additional questions to measure repurchase intentionF this %ill normally be high i" the customer's satis"action is high $t is also use"ul to measure the likelihood or %illingness to recommend the company and brand to others 6 high positi#e %ord8o"8mouth score indicates that the company is producing high customer satis"action Responsi#e company measure customer satis"action directly by conducting periodic ser#ice, they sent

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Summer Project Report

De%inin& "$sto*er satis%a"tion <#er (* years abo#e peter dracker obser#ed that a companyOs "irst task is to create customers But today's customers "ace a #ast #ery o" product and branch choices, prices and suppliers 7e belie#e that customers estimate %hich o""er %ill deli#er the most #alue 4ustomers are #ery #aluable ma@i misers, %ith in the bounds o" search costs and limited kno%ledge, mobility and income the "orm and e@pectations o" #alue and act on it 7hether are not the o""er li#es up to #alue e@pectations a""ects both satis"action and repurchase prop ability :he key to customer retention is customer satisfaction. 6 highly satis"ied customer/ & Stays loyal longer ' Buys more as the company introduces ne% products and upgrades e@isting products ( :alks "a#orably about the company and its products , Pays less attention to competing brands and ad#ertising and is less sensiti#e to price * <""ers product or ser#ice ideas to the company > 4osts less to ser#e than ne% customers because transactions are routiniAed :hus a company %ould be %ise to measure8 customer satis"action regularly :he company could phone recent buyers and inquire ho% many are #ery satis"ied, satis"ied, indi""erent, dissatis"ied, and #ery dissatis"ied 1//C &$arantee 6h o" our products are guaranteed to gi#e &))0 satis"action in e#ery %ay Return anything purchased "rom us at any time i" it pro#es other%ise 7e %ill replace it, re"und your purchase price or credit your credit card, as you %ish 7e do not %ant you to ha#e anything "rom l l bean that is not completely satis"actory

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Summer Project Report

6 buyer's satis"action is a "unction o" the product's percei#ed per"ormance and the buyer's e@pectations RecogniAing that high satis"action leads to high customer loyalty, many companies today are aiming "or tcs 8 total customer satis"action For such companies, customer satis"action is both a goal and a marketing tool Vuality is the totality o" "eatures and characteristics o" a product or ser#ice that bear on its ability to satis"y stated or implied needs :oday's companies ha#e not choice but to implement total quality management programs i" they are to remain sol#ent and pro"itable :otal quality is the key to #alue creation and customer satis"action
/

Cons$*er satis%a"tion= :oday in the customer dri#en economy, ail "irms are engaged in a rat race to attract customers and build; a long term relationship %ith their loyal customer :he key to customer loyalty is through customer satis"action 6 satis"ied customer %ill act as a spoke person o" the company's product, and bring in more buyers :here is the paretoorincioal or the 1)M') rule, it says 1) 0 o" one thing comes "rom ')0 o" another :hat is to say a small percentage o" loyal customers %ill lend a large %eight to the company's sales So marketers ha#e to ensure customers #alue satis"action For this they ha#e to ensure & Products are de#eloped to meet consumer requirements ' Brands are positioned so as to con#ey distincti#eness ( Relationships are built to o""er li"etime customer #alue to enable the customer 6ll the e""orts o" the marketers at trying to understand buying moti#es <rganiAing buying beha#iour and %orking out suitable promotional strategy to suit the consumer beha#iour is to ensure consumer satis"action $n todayOs competiti#e en#ironment, %here companies are adopting #arious methods to %hom the prospecti#e consumers, marketers ha#e to make all e""orts to understand all the comple@ities %hich go into the beha#iour and "rame marketing programmes suitable to the target market 25

Summer Project Report

1 RESEARC> MET>ODOLOGIES T:o manage the business %ell is to manage its "uture and to manage the "uture is to manage in"ormationU :o collect the in"ormation, marketing research is to be done 3arketing research has been de"ined as Tthe systematic gathering, recording and analyAing o" data about problems relating to marketing o" goods and ser#ices "rom producer to consumerU :() A*eri"an Marketin& Asso"iation

1.1 RESEARC> DESIGN= Research design is the speci"ication o" method and procedure "or acquiring the in"ormation needed to structure to sol#e the problems Research design is systematic gathering, recording and analyAing the data, %hich is use to sol#e the problems :he research 5esign is o" 5escripti#e nature 5escripti#e research studies are those studies %hich are concerned %ith describing the characteristics o" a particular indi#idual or a group :hese are the studies concerned %ith Speci"ic predictions, %ith narration o" "acts and characteristics concerning indi#idual, group or situation :he design in such studies must be rigid and not "le@ible and must "ocus attention on the "ollo%ing/ Formulating the objecti#e o" the study 5esigning the methods o" data collection Selecting the sample 4ollecting the data Processing and analyAing the data Reporting the "indings

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Summer Project Report

1.2 SAMPLING DESIGN 1.2.1 SAMPLE SIDE= 1//respon ents %ere sur#eyed during the study period 1.2.2 MET>OD OF SAMPLING= Random Sampling 3ethod is used in sampling method used %hich is as same as Random Sampling 3ethod 1.2., SAMPLING UNITS= :he sampling units are customers o" !okia 3obiles in Kurnool 4ity 1., DATA COLLECTION DESIGN/ 1.,.1 TYPES OF DATA= :here are t%o sources o" collection data Primary source Secondary source Pri*ar) So$r"e= Primary data are data that are collected to help Sol#e a problem or take ad#antage o" an opportunity on %hich decision is pending 6 sample o" &)) respondents %as administered through questionnaire and personal inter#ie% to kno% the customer satis"action to%ards !okia 3obiles Phones Se"on ar) So$r"e= Secondary source data is the data that is collected "rom the already e@isting sources like the companyOs %ebsite and companyOs catalogues :he company pro"ile gi#es a detailed report on history and the #arious products being manu"actured by it

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Summer Project Report

1.,.2 DATA COLLECTION TOOL Vuestionnaire/ 4ollection o" data is an important stage in the research $n "act the quality o" the data collected determines the quality o" research 6 questionnaire is a sheet or sheets o" paper containing question relating to certain speci"ic aspects, regarding %hich the researches collect the data :he questionnaire is gi#en to the respondents to be "illed up 1.1 Data Ana-)sis Too-s= :he tool used "or the purpose o" analysis is per"enta&e *et'o %ith re"erence to questionnaire Per"enta&e Met'o = Percentage method re"ers to a special kind o" rates Percentage method used in making comparison bet%een t%o or more series o" data PercentageY !o o" respondents @ &)) :otal no o" samples

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Summer Project Report

2. DATA ANALYSIS E INTERPRETATION T)pe o% pro%essiona-s .'o are $sin& "e-- p'ones= Follo%ing table and chart are sho%ing the di""erent pro"essionals those %ho are using the cell phones Ta#-e :1= T)pe o% pro%essiona-s .'o are $sin& "e-- p'ones= Pro%essiona-s E*p-o)ees ($siness*en St$ ents Co**on Man TotaN$*#er o% respon ents ', ,) ') &> &)) Per"enta&e ',0 ,)0 ')0 &> 0 &))0

C'art ; 1= Usa&e o% "e-- p'ones #) i%%erent t)pe o% pro%essiona-s=

In%eren"e=
From the abo#e table, it indicates that, the di""erent type o" pro"essionals using cell phones are employees '19'( (0;, businessmen ,19,)0;, students ',9')0; and 4ommon 3an')9&> ?0;

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Summer Project Report

In"o*e -e!e- o% respon ents .'o are $sin& "e-- p'ones= Follo%ing table and chart are sho%ing the di""erent income le#el those %ho are using the cell phones Ta#-e :2= In"o*e -e!e- o% respon ents .'o are $sin& "e-- p'ones= $ncome le#els >,)))8&),))) &),))&8&*,))) &*,))&8'),))) 6bo#e '),))) :otal !umber o" respondents && '& '> ,' &)) Percentage &&0 '&0 '>0 ,'0 &))0

C'art ; 2= Co-$*n "'art representin& in"o*e -e!e- o% respon ents=

In%eren"e= 6ccording to the abo#e table, it indicates that ,'0 o" respondents income is ')))) abo#e,'>0 o"respondents income is &*))) abo#e,'&0 o" respondents income is abo#e &)))) &&0 o" respondents income is abo#e >))) $t means most o" the respondents income le#el is abo#e ')))) compare to other respondents

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Summer Project Report

T)pe o% #ran "e-- p'one $sin& #) t'e respon ents= Follo%ing table and chart are sho%ing the %hich brand cell using by the respondents Ta#-e :,= T)pe o% #ran "e-- p'one $sin& #) t'e respon ents= (ran Nokia N$*#er o% respon ents *) '. LG Ot'ers Tota'& ) &)) Per"enta&e *)0 '.0 '&0 )0 &))0

C'art ; ,= C)-in ri"a- "'art s'o.in& .'i"' #ran "e-- p'one respon ents are $sin&=

In%eren"e= 6ccording to the abo#e table, it indicates that *)0 o" respondents are using nokia cell '.0 o" Samsung = '&0 o" I2 $t means the market o" nokia is good than compared to other competitors such as Sony ericsson, Samsung etc

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Summer Project Report

T)pe o% nokia "e-- p'one $sin& #) t'e respon ents= Follo%ing table and chart are sho%ing the nokia cells using by the respondents Ta#-e 1= T)pe o% nokia "e-- p'one $sin& #) t'e respon ents= :ype o" cell phone !okia Smart Phone !okia (2 Phone !okia Kpress3usic !okia :ouchscreen Phone !okia 5ual Sim Phone :otal !umber o" respondents (. &) &1 ') &( &)) Percentage (.0 &)0 &10 ')0 &(0 &))0

C'art 1=Pie "'art representation t'e t)pe o% nokia "e-- p'one $se #) respon ents=

In%eren"e= :he abo#e table sho%s that (.9(.0; o" respondents are using !okia Smart Phone, &)9&)0; o" respondents are using !okia (2 Phones, &19&10; o" respondents are !okia Kpress3usic Phones, ')0 o" the respondents are using !okia :ouchscreen Phone and !okia 5ual Sim Phone is used by &(0 o" the respondents 32

Summer Project Report

B') t'e respon ents pre%er nokia= Follo%ing table and chart are sho%ing the %hy the respondents pre"erring to nokia Ta#-e 2= B') t'e respon ents pre%er nokia= Factors Vuality = Features 4om"ortable 6ccess Price Prestige :otal !umber o" respondents ,1 &' ', &> &)) Percentage ,10 &'0 ',0 &>0 &))0

C'art 2= Cone "'art s'o.in& .'at %a"tors a%%e"t t'e respon ents to #$) nokia "e-- p'one=

In%eren"e= :he abo#e table sho%s that ,19,10; o" respondents use nokia phone due to its quality and Features, &'9&'0; #oted "or com"ortable access, ',9',0; #oted "or price "actor, and &>9&>0; use it "or the purpose o" prestige 3ost o" the peoples use nokia cell phones due to its quality

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Summer Project Report

To .'at e+tent respon ents are satis%ie .it' Nokia "e--= Follo%ing table and chart are sho%ing that at %hat e@tent respondents are satis"ied by !okia cell Ta#-e 3= To .'at e+tent respon ents are satis%ie .it' Nokia "e--= Factors Highly satis"ied 3oderately satis"ied Satis"ied !ot satis"ied :otal !umber o" respondents '( &' >> 8 &)) Percentage '(0 &'0 >>0 8 &))0

C'art 3= Cone "'art representin& "ons$*er satis%a"tion to.ar s nokia "e-- p'one=

In%eren"e= 6ccording to the sur#ey, the table indicates that '(9'(0; o" respondents are highly satis"ied %ith nokia cell, &'9&'0; are moderately satis"ied, and >>9>>0; o" respondents are satis"ied %ith nokia

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Summer Project Report

B'o in%-$en"e )o$ to #$) Nokia "e--= Follo%ing table and chart are representing in"luencing "actors %hich "orced the respondents to buy !okia cell phone/ Ta#-e 4= B'o in%-$en"e )o$ to #$) Nokia "e--= Fa"tors Frien s Re-ati!es A !ertise*ents Ot'ers TotaN$*#er o% respon ents 11 11 ,5 4 1// Per"enta&e 11C 11C ,5C 4C 1//C

C'art 4= Pie "'art representin& in%-$en"in& %a"tors .'i"' %or"e t'e respon ents to #$) Nokia "e-- p'one=

In%eren"e= :he abo#e table sho%s the in"luencing "actors %hich "orced the respondents to buy nokia cell phone are ,&9,&0; through "riends, &,9&,0; through relati#es, (19(10; are through the in"luence o" ad#ertisements, and ?9?0; through other "actors

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Summer Project Report

opinion a#o$t pri"es o% Nokia= Follo%ing table and chart are stating thatopinion to%ards the prices o" !okia cell Fa"tors @er) 'i&' >i&' Me i$* Lo. TotaTa#-e 5= opinion a#o$t pri"es o% Nokia= N$*#er o% respon ents 5 22 33 1 1// Per"enta&e 5C 22C 33C 1C 1//C

C'art 5= Co-$*n "'art s'o.in& t'e opinion o% respon ents to.ar s t'e pri"es o% nokia "e-p'ones=

In%eren"e= 6ccording to the table the opinion o" the respondents about the prices o" nokia are 1910; o" respondents said the price is #ery high, ''9''0; said high, >>9>>0; said the prices are medium, and ,9,0; o" respondents replied the price o" nokia cell phones are lo%

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Summer Project Report

(ran -o)a-t) o% respon ents to.ar s nokia "e-- p'one= Follo%ing table and chart are sho%ingthe brand loyalty o" respondents to%ards nokia cell phone. Ta#-e 6= Are )o$ -o)a- to Nokia= Fa"tors Yes No TotaN$*#er o% respon ents 5/ 2/ 1// Per"enta&e 5/C 2/C 1//C

C'art 6= Pie "'art s'o.in& t'e #ran -o)a-t) o% respon ents to.ar s nokia "e-p'one=

In%eren"e= :he abo#e states the brand loyalty o" nokia 3ore number o" respondents loyal to the brand i e , 1)91)0;, ')9')0; are not loyal due to some reasons table

are

and

Are )o$ satis%ie .it' !a-$e a

e %eat$res o% Nokia= 37

Summer Project Report Follo%ing table and chart are sho%ing that the opinion o" respondents to%ards the #alue added "eatures o" nokia Ta#-e 1/= Are )o$ satis%ie .it' !a-$e a Fa"tors >i&'-) satis%ie Mo erate-) satis%ie Satis%ie Not satis%ie Totae %eat$res o% Nokia= Per"enta&e 15C 12C 32C 2C 1//C

N$*#er o% respon ents 15 12 32 2 1//

C'art 1/=.C)-in ri"a- "'art representin& t'e opinion o% respon ents to.ar s t'e !a-$e a e %eat$res o% nokia=

In%-$en"e 6ccording to the abo#e table, &19&10; o" respondents are highly satis"ied %ith the #alue added "eatures o" nokia, &'9&'0; are moderately satis"ied, and ?)9?)0; o" respondents are satis"ied

Are )o$ satis%ie .it' !a-$e a

e %eat$res o% Nokia= 38

Summer Project Report Follo%ing table and chart are sho%ing that customer opinion to%ards battery backup capacity o" nokia cell phone/ Ta#-e 11= Are )o$ satis%ie .it' #atter) #a"k$p "apa"it) o% nokia "e--= Fa"tors >i&'-) satis%ie Mo erate-) satis%ie Satis%ie Not satis%ie TotaN$*#er o% respon ents ,2 4 31 : 1// Per"enta&e ,2C 4C 31C : 1//C

C'art 11= P)ra*i "'art statin& t'e "$sto*er opinion to.ar s #atter) #a"k$p "apa"it) o% nokia "e-- p'one=

In%eren"e= :he abo#e table indicates that, ('9('0; o" respondents are highly satis"ied %ith the battery backup capacity o" nokia cell, ?9?0; are moderately satis"ied, and >&9>&0; are satis"ied

T'e opinion a#o$t sa-es pro*otiona- a"ti!ities o% nokia %ro* t'e respon ents= 39

Summer Project Report Follo%ing table and chart are sho%ing that customer opinion to%ards battery backup capacity o" nokia cell phone/ Ta#-e 12= T'e opinion a#o$t sa-es pro*otiona- a"ti!ities o% nokia %ro* t'e respon ents= Fa"tors @er) i*pressi!e Mo erate-) i*pressi!e I*pressi!e Not i*pressi!e TotaN$*#er o% respon ents 26 22 16 : 1// Per"enta&e 26C 22C 16C : 1//C

C'art 12=(ar "'art representin& opinion o% "ons$*er to.ar s t'e sa-es pro*otionaa"ti!ities o% nokia=

In%eren"e= 6ccording to the abo#e table, '.9'.0; o" respondents are #ery impressi#e %ith the sales promotional acti#ities o" nokia, ''9''0; are moderately impressi#e, and ,.9,.0; are impressi#e.

Respon ents opinion on a !ertise*ents o% nokia= 40

Summer Project Report Follo%ing table and chart are sho%ing that customer opinion to%ards the ad#ertisement o" nokia Ta#-e 1,= Respon ents opinion on a !ertise*ents o% nokia= Fa"tors E+"e--ent Goo Fair Poor TotaN$*#er o% respon ents 2, ,5 6 : 1// Per"enta&e 2,C ,5C 6C : 1//C

C'art 1,= C)-in ri"a- "'art representin& "ons$*er opinion to.ar s t'e a !ertise*ents o% nokia=

In%eren"e= :he abo#e table indicates that, *(9*(0; o" respondents said that the ad#ertisements o" nokia are e@cellent, (19(10; said good, and .90; said "air

>o. t'e respon ents %ee- a%ter sa-es ser!i"e o% nokia= 41

Summer Project Report Follo%ing table and chart are sho%ing that the opinion o" consumer a"ter sales ser#ice o" nokia Ta#-e 11= >o. t'e respon ents %ee- a%ter sa-es ser!i"e o% nokia= Fa"tors E+"e--ent Goo Fair Poor TotaN$*#er o% respon ents 21 14 2 : 1// Per"enta&e 21C 14C 2C : 1//C

C'art 11= Cone "'art representation t'e opinion o% "ons$*er a%ter sa-es ser!i"e o% nokia=

In%eren"e= 6ccording to the abo#e table, *&9*&0; o" respondents said that the a"ter sales ser#ice o" nokia is e@cellent, ,?9,?0; said good, and '9'0; said "air

3. FINDINGS

42

Summer Project Report From the analysis it is "ound to be that, the di""erent type o" pro"essionals using cell phones are employees '1 9'( (0;, businessmen ,1 9,)0;, 4ommon 3an ') 9&> ?0; $t is "ound that "rom the data ,'0 o" respondents income is ')))) abo#e,'>0 o" respondents income is &*))) abo#e,'&0 o" respondents income is abo#e &)))) &&0 o" respondents income is abo#e >))) $t means most o" the respondents income le#el is abo#e ')))) compare to other respondents 6ccording to respondents it indicates that *)0 o" respondents are using nokia cell '.0 o" Samsung = '&0 o" I2 $t means the market o" nokia is good than compared to other competitors such as Sony ericsson, Samsung etc $t is "ound that (.9(.0; o" respondents are using !okia Smart Phone, &)9&)0; o" respondents are using !okia (2 Phones, &19&10; o" respondents are !okia Kpress3usic Phones, ')0 o" the respondents are using !okia :ouchscreen Phone and !okia 5ual Sims Phone is used by &(0 o" the respondents $t sho%s that ,19,10; o" respondents use nokia phone due to its quality and Features, &'9&'0; #oted "or com"ortable access, ',9',0; #oted "or price "actor, and &>9&>0; use it "or the purpose o" prestige 3ost o" the peoples use nokia cell phones due to its quality 6ccording to the sur#ey, it indicates that '(9'(0; o" respondents are highly satis"ied %ith nokia cell, &'9&'0; are moderately satis"ied, and >>9>>0; o" respondents are satis"ied %ith nokia $tis "ound that the in"luencing "actors %hich "orced the respondents to buy nokia cell phone are ,&9,&0; through "riends, &,9&,0; through relati#es, (19(10; are through the in"luence o" ad#ertisements, and ?9?0; through other "actors students ', 9')0; and

43

Summer Project Report 6ccording to the opinion o" the respondents about the prices o" nokia are 1910; o"

respondents said the price is #ery high, ''9''0; said high, >>9>>0; said the prices are medium, and ,9,0; o" respondents replied the price o" nokia cell phones are lo% $t is "ound that the brand loyalty o" nokia 3ore number o" respondents are loyal to the brand i e , 1)91)0;, and ')9')0; are not loyal due to some reasons From the analysis it is "ound that &19&10; o" respondents are highly satis"ied %ith the #alue added "eatures o" nokia, &'9&'0; are moderately satis"ied, and ?)9?)0; o" respondents are satis"ied :he sur#ey indicates that, ('9('0; o" respondents are highly satis"ied %ith the battery backup capacity o" nokia cell, ?9?0; are moderately satis"ied, and >&9>&0; are satis"ied $t is "ound that '.9'.0; o" respondents are #ery impressi#e %ith the sales promotional acti#ities o" nokia, ''9''0; are moderately impressi#e, and ,.9,.0; are impressi#e From the respondents %e "ound that *(9*(0; o" respondents said that the ad#ertisements o" nokia are e@cellent, (19(10; said good, and .90; said "air $t is "ound that *&9*&0; o" respondents said that the a"ter sales ser#ice o" nokia is e@cellent, ,?9,?0; said good, and '9'0; said "air $t is "ound that majority o" customers pre"er !okia (2, ,2 and ample kinds model handsets $t is "ound that majority o" customers pre"er nokia due to its quality, Features and com"ortable access $t is "ound that majority o" consumers are satis"ied %ith !okia $t is "ound that the in"luencing "actor "or customers to purchase !okia is through ad#ertisements

44

Summer Project Report

4.SUGGESTIONS 1. :he company may come up %ith ne% handset models compared to other cell phones because most o" the respondents %ants ne% models according to ne% generation 2. From the data %e analyAe that most o" the consumers "eel that the prices o" !okia can be reduced ,. :he company can impro#e the sales promotional acti#ities that may reach the rural customers 1. 6ccording to the sur#ey the consumers pre"er more models %ith di""erent price le#els So the company has to concentrate on these in order to attain more market share 2. :hough the company is leading the market, it should be%are o" competitors like Samsung and I2 and other small scale mobile manu"actures, %hich is also trying to compete %ith !okia by o""ering better quality products at economical prices

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Summer Project Report

5.CONCLUSION

4ompetition in mobile industry is heating up $tOs time "or e#ery mobile manu"acturer to align up in the ne% dynamic business en#ironment 3obile phone majors should think to launch the product according to the needs o" customers to satis"y them and make them brand loyal 7hich makes the pro"it margin o" the company at the peak %here any change made is remain at the pro"it point o" #ie% "or the company %ithout "earing o" risk :his all can be done i" and only i" the customers and satis"ied and delighted by the products o" the "irm From the abo#e "indings it is "ound that most o" the customers are brand loyal and are #ery much satis"ied %ith the product and the ser#ices a"ter sale, as in my analysis most o" the customers are satis"ied %ith all the aspects o" the product produced by the company $n todayOs competiti#e en#ironment, customers are quick to abandon the products that do not meet e@pectations :o be success"ul, the company must deli#er positi#e customer e@periences %ith rich, #alue8added applications and technology supported by comprehensi#e ser#ice quality management :o be heart touching all the times in the market the manu"acturer should beat the competitors at each and e#ery step o" the technology used and implemented by the competitor then only the customer "ocused and realiAes that quality is an attribute that creates customer satis"action pro"itably

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Summer Project Report

(I(LIOGRAP>Y 1. P'i-ip Fot-erA Marketin& Mana&e*entA Tata M"Gra. >i-- P$#-i"ations P!t Lt A 2/11. 2. CooperA D.R an s"'in -erA P.S 72///8 G($siness Resear"' *et'o sGA 4t' E .A M"&ra. >i-- Co--e&e ,. Beek-)A ?a*es F.716628 AGpri"in& In Forei&n Markets= Pit%a--s an Opport$nitiesAG In $stria- Marketin& Mana&e*ent 1. Mo ern *arketin& 2. Ma&aHine 3. Be#site : R.S.Pi--aiA('a&.ati : ($siness In ia : ....nokia."o* ....&oo&-e."o* .....ikipe ia.or&

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Summer Project Report

IUESTIONNAIRE Dear sir<*a a*J I a* Fon ap$rMo'a**e S'oe# p$rs$in& M.(.A in SRM Uni!ersit)Jas per t'e partia- %$-%i--*ent o% *) "o$rseAI 'a!e to "o*p-ete t'e proKe"t .ork. So p-ease "o: operate in %i--in& t'e L$estionnaire.

Na*e= Conta"t no= & Pro"ession 6 Employee ' $ncome le#el 6 >)))8&)))) b &)))&8&*))) b Businessmen

*a-e M N %e*a-e M N

D c Student

d 4ommon 3an D E

c &*))&8'))))

d 6bo#e ')))) D E

( 7hich brand cell phone you ha#e 6 !okia b Samsung c I2

d <thers D E

, 7hich type o" nokia cell you ha#e 6 !okia Smart Phone b !okia (2 Phone

c !okia Kpress3usic

d !okia :ouchScreen Phone e; !okia 5ual Sim phones * 7hy do you pre"er nokia 6 Vuality = Features b 4om"ortable access c Price D E

d Prestige D E

> :o %hat e@tent you are satis"ied %ith nokia cell 6 Highly satis"ied b 3oderately satis"ied c Satis"ied

d !ot satis"ied 48

Summer Project Report

? 7ho in"luenced you to purchase nokia cell 6 Friends b Relati#es c 6d#ertisement

d <thers D E

1 7hat is your opinion about prices 6 Rery high b High c 3edium

d Io% D E

. 6re you loyal to nokia 6 Jes b !o

&) 6re you satis"ied %ith #alue added "eatures o" nokia 6 Highly satis"ied b moderately satis"ied c Satis"ied

d !ot satis"ied D E

&& 6re you satis"ied %ith battery backup capacity o" nokia 6 Highly satis"ied b moderately satis"ied c Satis"ied

d !ot satis"ied D E

&' 7hat is your opinion about sales promotional acti#ities 6 Rery impressi#e b moderately impressi#e c $mpressi#e

d !ot impressi#e D E

&( 7hat is your opinion on ad#ertisements o" nokia 6 E@cellent b 2ood c Fair d Poor

&, Ho% do you "eel a"ter sales ser#ices o" nokia 6 E@cellent b 2ood c Fair d Poor

6ny opinion to%ards the product

Si&nat$re

49