TITLE:
A Globally Integrated Supply Chain Delivery Quality Strategy: Transformation Insights at the Nokia Devices Unit
AUTHORS:
Anne-Maarit Majanoja, Michael C. Loney, Björn Wörlund, Linnéa Linko, Ville Leppänen
KEYWORDS:
Delivery Quality, Insurance, Leadership, Customer Perception, Transformation
JOURNAL NAME:
American Journal of Industrial and Business Management,
Vol.4 No.8,
August
25,
2014
ABSTRACT: In recent years, it has
become even more critical for companies to respond efficiently and timely to
customers’ expectations. Therefore, Delivery Quality (DQ) is critical in supply
chain management. In this research, we focus on analyzing the impacts of the DQ
strategy implementation, and the main forces of the DQ change management and DQ
leadership. At Nokia, the effort to establish a new globally integrated DQ
strategy to improve its trade customers’ perception visibility was successful.
The globally integrated DQ strategy, which combined product, logistics, and
Marine transit insurance, was developed and implemented worldwide. Nokia had a
contradictory approach by requiring all stakeholders, including external
subcontractors and the insurance company, to use Nokia-owned processes and IT
solutions. The identified key success factors were an efficient global DQ
strategy, quality and customer-centric ideology, clear and efficient governance
and leadership, clarity of ownership, global DQ practices, a total control of
all trade customer claims, and DQ performance monitoring. These factors
improved global DQ management. The practices can be adopted by other companies
to further improve their supply chain DQ operations development.