A PROJECT REPORT ON To study on Customer loyalty towards NOKIA Mobile Handsets.

Project Report Submitted to Bhavnagar University, Bhavnagar (for partial fulfillment of the requirements for the award of the Degree)

Bachelor of Business Administration

Submitted by: Jeet mehta

Submitted On: Under the guidance of Internal Guide Mr. Rushi K Kanada

Nokia Corporation

Type

Public company

Traded as

OMX: NOK1V,NYSE: NOK, FWB: NOA3

Industry

Telecommunications Internet Computer software

Founded

Tampere, Finland, Russian Empire (1865) incorporated in Nokia (1871)

Founder(s)

Fredrik Idestam Leo Mechelin

Headquarters Espoo, Finland

Area served

Worldwide

Key people

Jorma Ollila (Chairman) Stephen Elop (President & CEO) Timo Ihamuotila (CFO) Kai istm (CDO) Henry Tirri (CTO)

Products

Mobile phones Smartphones Mobile computers Networks

(See products listing)

Services

Maps and navigation, music,messaging and media Software solutions

(See services listing)

Revenue

42.45 billion (2010)[1] 2.070 billion (2010)[1]

Operating income

Net income

1.850 billion (2010)[1] 39.12 billion (end 2010)[1] 16.23 billion (end 2010)[1] 132,430 (end 2010)[1]

Total assets

Total equity

Employees

Divisions

Mobile Solutions Mobile Phones Markets

Subsidiaries

Nokia Siemens Networks Navteq Symbian Vertu Qt Development Frameworks

Website

Nokia.com

Nokia Corporation (Finnish pronunciation: [nki]) (OMX: NOK1V, NYSE: NOK, FWB: NOA3) is a Finnish multinational communications corporation

EXECUTIVE SUMMARY

Nokia is a mobile telecommunications company, and offers far more than just mobile phones for everyday use. They offer networking solutions for businesses that help businesses stay connected and communicate with each other at all times and places. For them, Nokia also offers special mobile phones with exquisite and unique functions and options. In this project, we will first talk about what Nokia is and what they do. We will talk about their history, and how they came to where they are today. Vision, goals, and their strategy are discussed, as well as their wide variety of products and services offered for the regular consumer, businesses, and service providers. Nokias success benefits were some advantages they had in the market. These also include the advance technology and features, as well as services they offer to their consumers. However, like most other companies, Nokia has some weaknesses, but we consider these to be very minimal, and almost only come down to their competition. Lastly, we will talk about their informational business model. Nokia has recently undergone a major organizational restructure. As a result of this restructuring, Nokia has revised it

goal, mission and strategy into clear and specific objectives. On Nokias website they state, Our goal is to be a good corporate citizen wherever we operate, as a Responsible and contributing member of society. We take part in long-term projects aimed at helping young people create their own place in the world, for example through our global youth programs. They hope to fulfill their goal by following their mission statement that is, By connecting people, we help fulfill a fundamental human need for social connections and contact. Nokia builds bridges between people both when they are far apart and face-to-face and also bridges the gap between people and the information they need. Nokia plans to achieve its goal and pursue its mission by implementing its strategy of, Expand mobile voice, drive consumer multimedia and bring extended mobility to enterprises.There are many different products Nokia offers within a common product line. This common product line is cellular phones and accessories. Nokias group structure is slightly different than its employment structure. The business structure is entirely segmented while the employment structure is segmented but yet connected through the manufacturing process. The structure is actually segmented with separate functions in each area (www.nokia.com).

INTRODUCTION
Nokia has played a pioneering role in the growth of cellular technology in India, starting with the first-ever cellular call a decade ago, made on a Nokia mobile phone over a Nokia-deployed network. Nokia started its India operations in 1995, and presently operates out of offices in New Delhi, Mumbai, Kolkata,Jaipur,Lucknow,Chennai, Bangalore, Pune and Ahmedabad. The Indian operations comprise of the handsets business; R&D facilities in Bangalore and Mumbai; a manufacturing plant in Chennai and a Design Studio in Bangalore. Over the years, the company has grown manifold with its manpower strength increasing from 450 people in the year 2004 to over 15000 employees in March 2008 (including Nokia Siemens Networks). Today, India holds the distinction of being the second largest market for the company globally. Devices business Nokia has established itself as the market and brand leader in the mobile devices market in India. The company has built a diverse product portfolio to meet the needs of different consumer segments and therefore offers devices across five categories ie. Entry, Live, Connect, Explore and Achieve. These include products that cater to first time subscribers to advanced business devices and high performance multimedia devices for imaging, music and gaming. Nokia has been working closely with operators in India to increase the geographical coverage and lower the total cost of ownership for consumers. Today, Nokia has one of the largest distribution network with presence across 1,30,000 outlets. In addition, the company also has Nokia Priority Dealers across the country and Nokia Concept stores in Bangalore, Delhi, Jaipur, Hyderabad, Chandigarh, Ludhiana, Chennai, Indore and Mumbai to provide customers a complete mobile experience. Services business

With the global launch of Ovi, the company's Internet services brand name, Nokia is renewing itself to be at the forefront of the convergence of internet and mobility. From being a product centric company, Nokia is now focusing to become solutions centric. The strategic shift is built on Nokias bid to retain consumers and empower Nokia device owners to realise the full potential of the Internet. Nokia will build a suite of Internet based services like Nokia Maps, the Nokia Music Store and Nokia N-Gage around its Ovi brand. Infrastructure business Nokia Siemens Networks is a leading global enabler of communications services. The company provides a complete, well-balanced product portfolio of mobile and fixed network infrastructure solutions and addresses the growing demand for services with 20,000 service professionals worldwide. Its operations in India include Sales & Marketing, Research & Development, Manufacturing and Global Networks Solutions Centre. Headquartered in Gurgaon, Nokia Siemens Networks has 47 offices and presence in over 170 locations across the country. R & D centers Nokia has three Research & Development centers in India, based in Bangalore and Mumbai. These R&D hubs are staffed by engineers who are working on next-generation packet-switched mobile technologies and communications solutions to enhance corporate productivity. The Center in Bangalore, the biggest R&D site in the country comprises S60 Software Organization, Common Technologies, Next Generation now called Maemo Software, Productization and Software & Services. Nokia has three R&D centres in India, one each in Bangalore and Mumbai. The centres are focused on next-generation packet-switched mobile technologies and communications solutions to enhance corporate productivity. While all the three centers are an integral part of Nokias global R&D infrastructure and therefore work on global projects, these centres do play a pivotal role in assimilating local flavors from the market and act as a conduit for information to the global product development teams. Currently Nokia has 1000 people working on various R&D projects. Of the three, the Bangalore R&D centre is the largest Nokia site in India. It was established in 2001 with the acquisition of Amber Networks. Over the years it has played a pivotal role in the development of new applications, software platforms

and chipsets for high-end Nokia mobile devices. The software platform group works on development of parts of the base services for the platform, application frameworks, user interfaces and test tools. On the chipset side the work done in India is mainly in the area of ASIC design, hardware design, integration and verification, protocol software design and integration, speech and video codec design and integration. The facility today houses over 1200 employees across all teams namely S60, Devices R&D, S&S operations and other enabling functions. The vision of the centre is to be the most R&D centre globally by driving operational excellence and innovation in hardware, software and internet services with great sense of pride. The mission of the R&D centre is to become an innovation hub by leading the internet revolution and making its operating platform the preferred choice. There is a strong intent to make it a growth site for Nokia through development of knowledge, resource and infrastructure building. To achieve this, the centre encourages and fosters an environment that encourages people to be connected to social networks; flexibility, sharing of best practices and spawning of new ideas with both internal and external customers. One of the focus areas of the Center is to increase the S60 invention flow through intense training and focus. There have been other key initiatives which have contributed significantly to the overall development of products and services. An example is S60 Webservices and Webvideo programs have qualified to the semi finals in the Product Excellence Category of the Nokia Quality Award 2008. At a broader perspective, the centre has been driving operational excellence and innovation in hardware, software and internet services and today has to its credit several great accomplishments. Going forward the Bangalore R&D centre will continue to drive operational excellence and focus on several innovative initiatives. It will continue to build and foster an ecosystem of Architects and Product Managers, while delivering key technology programs to improve S60 competitiveness. Design Studio Nokia has set up its first Design Studio in Bangalore in partnership with Srishti School of Art, Design and Technology. The first of its kind, the design studio will give Nokia designers and Indias talented youth the opportunity to work together on new design ideas for India and the global markets.

Manufacturing in India Nokia has set up its mobile device manufacturing facility in Chennai, India to meet the burgeoning demand for mobile devices in the country. The manufacturing facility is operational with an investment of USD 210 million and currently employs 8000 people. Nokia has recently announced fresh investments to the tune of US $ 75 million towards its manufacturing plant in Sriperumbudur, Chennai for the year 2008. Nokia Manufacturing Plant- Sriperumbudur, Chennai As the global leader in mobile communications, Nokia is committed towards developing its manufacturing infrastructure and establishing a global sourcing network. The Nokia India manufacturing facility located in Sriperumbudur, Chennai is Nokia's tenth mobile device production facility globally and has been created in line with Nokia's global philosophy of developing world class manufacturing systems that enable best-in-class quality, lowest cost, world class responsiveness, just in time delivery and a challenging and joyful work environment. Factory Highlights

The factory construction from ground breaking to manufacturing of the first product took 5 months Started with 550 people in January 2006, and grown to 8000 people

Spread over an area of 210.87 acres, Nokia started its operations with 550 employees in January 2006 and today boasts of 8000 employees, 70 percent of whom are women. Currently the factory exports to 50+ countries in South East Asia, Middle East, Africa, Australia and New Zealand, other than catering to the demands of the domestic market. Nokia's manufacturing facility in India reiterates its commitment to the fast growing Indian telecommunications market. The Chennai facility has been built keeping in mind Nokia's commitment to employee safety and in compliance with environmental standards. The quality management and safety systems at the Nokia manufacturing facility in Chennai are world class.

Nokia lays special emphasis on the well being of its employees and the Chennai manufacturing site has a highly motivating work environment that is designed to sustain a large & diverse talent pool. Nokia's employee practices are committed to ethical conduct, full compliance to applicable national and international laws and respect for human rights in the spirit of internationally recognized international labour standards in the ILO conventions, the United Nations' Universal Declaration of Human Rights and the Convention on Rights of the Child. Nokia Telecom Park Chennai was selected as the location for the Nokia Telecom Industry Park due to the availability of skilled labor, support from the state government and the presence of good logistics connections. The mission of the Nokia Telecom Industry Park is to create a network of co-located and co-dependent partners that operate at world class standards and manufacture high quality products. Developing the Nokia Telecom Industry Park in Chennai into a world class hightech industrial zone is an important part of Nokia's global manufacturing and R&D network strategy. The Telecom Industry Park not only underlines Nokia's successful cooperation with the Indian government but also represents a unique and optimized business model that will provide growth opportunities for all parties in the value chain. The 210.87 acres of land in the Telecom Industry Park provides Nokia with the benefits of a pollution free environment, in-house customs clearance, and uninterrupted power supply. With Nokia as the key enabler, the Telecom Park is expected to attract about 8 global and domestic component suppliers and service providers and create more than 30,000 jobs when it is in full operation. This Nokia Telecom Park will ensure that the Nokia India Chennai factory has a consistent supply of lowest total cost material and services. Nokia Telecom Industry Park Construction update and facts

Size - 210.87 acres External fencing around Nokia Telecom Industry Park - 5.7 km in length Area of main building: 30,748 m2 Total amount of structural steel used in factory construction 2500 t Total Capacity of under ground water sump at factory 450 m3

Project Safety target achieved - One Million man hours without Lost Time Injury

The Nokia Telecom Park also has made significant progress with 7 suppliers already signed up. These include Salcomp, Aspocomp, Foxconn, Perlos, Jabil, Laird and Wintek. Of these, 2 suppliers have already started shipping to Nokia Chennai viz., Salcomp and Perlos. The Park will strengthen Nokia's delivery capabilities with added efficiencies and flexibility. Nokia has been the engine of the investment train in Chennai's manufacturing corridor. Many electronics manufacturing companies have announced plans to come to the city since Nokia's establishment. The total impact of the Nokia SEZ can be measured only by an assessment of the actual potential realized encompassing construction, direct employment and services opportunities that are sure to come in response to the rising headcounts. Since the launch, the Nokia facility and the Telecom Park have not only met the targets set at the beginning, but created an extremely bullish atmosphere in the Sriperumbudur manufacturing corridor. Nokia will continue to play a key and leading role in the development of this region.

SOME FIRSTS FOR NOKIA IN INDIA

1995 First mobile phone call made in India on a Nokia phone on a Nokia network. 1998 - Saare Jahaan Se Acchha, first Indian ringtone in a Nokia 5110 2000 - First phone with Hindi menu (Nokia 3210) 2002 - First Camera phone (Nokia 7650) 2003 - First Made for India phone, Nokia 1100 2004 - Saral Mobile Sandesh, Hindi SMS on a wide range of Nokia phones 2004 - First Wi-fi Phone- Nokia Communicator (N9500) 2005 Local UI in additional local language 2006 Nokia manufacturing plant in Chennai 2007 First vernacular news portal

Some Achievements for Nokia

Ranked No 1 Most Trusted Brand Survey by Brand Equity, 2008 Ranked the No 1. MNC in India by Business world, Indias leading business weekly, 2006 Ranked as the No. 1 telecommunications equipment vendor in the country by Voice & Data for five consecutive years 2008, 2007, 2006,2005 and 2004 Ranked as the 9th most powerful brand by Millward Browns BrandZ 2008 Ranked worlds 4th most valuable brand by Interbrand, 2007 Ranked Asias most trusted brand by the Media-Synovate, 2006

COMPANY VISSSION AND MISSION

March 2011 Nokias mission is simple, Connecting People. Our strategic intent is to build great mobile products. Our job is to enable billions of people everywhere to get more of lifes opportunities through mobile. News - new strategy, new leadership, new operational structure Nokia has recently outlined its new strategic direction, including changes in leadership and operational structure to accelerate the companys speed of execution in a dynamic competitive environment. Major elements of the new strategy include:

Plans for a broad strategic partnership with Microsoft to jointly build a new winning mobile ecosystem. A renewed approach to capture volume and value growth to connect the next billion to the Internet in developing growth markets Focused investments in next-generation disruptive technologies A new leadership team and organizational structure with a clear focus on speed, results and accountability

Nokia is at a critical juncture, where significant change is necessary and inevitable in our journey forward, said Stephen Elop, Nokia President and CEO. Today, we are accelerating that change through a new path, aimed at regaining our smartphone leadership, reinforcing our mobile device platform and realizing our investments in the future. The strategy Nokias strategy is about investing in and ensuring Nokias future. I have incredible optimism because I can see fresh opportunity for us to innovate, to differentiate, to build great mobile products, like never before, and at a speed that will surpass what we have accomplished in the past, Elop said. We are going

forward. We are not going backwards. We have a strategy. We have a path. We have a future. And we can deliver great mobile products. And despite all of these changes, we remain true to our mission, that of Connecting People. Regaining our leadership in the smart phone space Nokia plans to form a broad strategic partnership with Microsoft to jointly build a global ecosystem that creates opportunities beyond anything that currently exists. It brings together highly complementary assets and competences. The NokiaMicrosoft ecosystem targets to deliver differentiated and innovative products with unrivalled scale in product breadth, geographical reach, and brand identity. Nokia would adopt Windows Phone as its primary smart phone platform, helping drive and define the future of the platform by leveraging its expertise on hardware optimization, software customization, and language support. Nokia and Microsoft would also combine services assets to drive innovation. Nokia Maps, for example, would be at the heart of key Microsoft assets such as Bing and Ad Center, and Nokias application and content store would be integrated into Microsoft Marketplace. Under the proposed partnership, Microsoft would provide developer tools, making it easier for application developers to leverage Nokias global scale. While Nokia transitions to the Windows Phone platform, Symbian will continue to offer considerable value to Nokia, to our customers, developers and consumers. 200 million people use Symbian globally, and Nokia will modernize the platform through investments in completely new devices with new features, hardware improvements such as GHz+ processing capabilities and significantly increased graphics speed, as well as software improvements. Maintaining our volume and value leadership in the mobile phones space In feature phones, Nokias strategy is to leverage its innovation and strength in growth markets to connect the next billion people to their first Internet and application experience. By providing compelling and affordable, localized mobile experiences, particularly to the emerging markets, our ambition is to bring the next billion online. We will continue the renewal of our Series 40 platform in QWERTY, touch & type, dual SIM, Nokia services, including Maps, Browser, Life Tools, Web apps and Money. We are also investing in the future; developing assets (platform, software, apps), which will bring a modern mobile experience to the mobile phone consumers and enable business opportunities for developers. These investments will be especially focused on growth economies.

Sustaining our future as the worlds leading mobile manufacturer To make sure we get ahead of the game on industry innovation evolution, our MeeGo efforts will transition into an ongoing long-term market exploration of the next generation of devices, platforms and user experiences. New leadership team, operational structure and governance to drive the change in strategy This new strategy is supported by significant changes in Nokias leadership, operational structure and approach. The renewed governance will expedite decision-making and improve time-to-market of products and innovations, placing a heavy focus on results, speed and accountability.

COMPANY STRUCTURE
Smart Devices: our business unit which focuses on smart phones, and additionally on exploring next-generation opportunities in devices, platforms and user experiences to support our industry position and longer-term financial performance. Mobile Phones: our business unit focused on bringing a modern and affordable mobile experience to people around the world. NAVTEQ: a leading provider of comprehensive digital map information and related location-based content and services for mobile navigation devices, automotive navigation systems, Internet-based mapping applications, and government and business solutions. Nokia Siemens Networks: jointly owned by Nokia and Siemens, is one of the leading providers of telecommunications infrastructure hardware, software and professional services globally.

COMPANY PRODUCTION UNIT

Networks technology China Finland Germany India Mobile devices and technology Brazil China Finland GreatBritain Hungary India Mexico Romania South Korea

STORY OF NOKIA
Nokia first century 1865-1967 The first Nokia century began with Fredrik Idestam's paper mill on the banks of the Nokianvirta river. Between 1865 and 1967, the company would become a major industrial force; but it took a merger with a cable company and a rubber firm to set the new Nokia Corporation on the path to electronics...

1865: The birth of Nokia Fredrik Idestam establishes a paper mill at the Tammerkoski Rapids in southwestern Finland, where the Nokia story begins.

1898: Finnish Rubber Works founded Eduard Poln founds Finnish Rubber Works, which will later become Nokia's rubber business.

1912: Finnish Cable Works founded Arvid Wickstrm starts Finnish Cable Works, the foundation of Nokia's cable and electronics businesses.

1937: Verner Weckman, industry heavyweight Former Olympic wrestler Verner Weckman becomes President of Finnish Cable Works.

1960: First electronics department Cable Works establishes its first electronics department, selling and operating computers.

1962: First in-house electrical device The Cable Works electronics department produces its first in-house electrical device - a pulse analyzer for nuclear power plants.

1967: The merger Nokia Ab, Finnish Rubber Works and Finnish Cable works formally merge to create Nokia Corporation. Move to mobile 1968-1991

The newly formed Nokia Corporation was ideally positioned for a pioneering role in the early evolution of mobile communications. As European telecommunications markets were deregulated and mobile networks became global, Nokia led the way with some iconic products...

1979: Mobira Oy, early phone maker Radio telephone company Mobira Oy begins life as a joint venture between Nokia and leading Finnish television maker Salora.

1981: The mobile era begins Nordic Mobile Telephone (NMT), the first international mobile phone network, is built. The mobile era begins Nordic network pioneers international mobile calling A new era for mobile phones began in 1981, with the launch of the Nordic Mobile Telephone (NMT) service. Initially spanning several Nordic countries, the service was the worlds first international cellular network. It was also the first to allow international roaming, and caught on fast both inside and outside Europe. Mobile explosion With the introduction of the NMT standard, the mobile phone industry began to expand rapidly. Nokia soon introduced the first car phones to the network. The Mobira 450 car phone came in 1982, followed by the portable in 1986. By this time the company was also providing base stations and switches for NMT network operators.

Did you know? As Nokias telecommunications business took off, its cable and rubber businesses were still going strong. One of the great successes of the early 1970s was the Kontio a rubber boot that was available in different colors and proved a big hit with all age groups.

1982: Nokia makes its first digital telephone switch The Nokia DX200, the companys first digital telephone switch, goes into operation.

1984: Mobira Talkman launched Nokia launches the Mobira Talkman portable phone

1987: Mobira Cityman birth of a classic Nokia launches the Mobira Cityman, Mobile phones go handheld in 1987 The original mobile phones were heavy, bulky and usually permanently installed in cars. But 1987 saw a breakthrough: Nokia launched the Mobira Cityman, the first handheld mobile phone for NMT networks and a model that was to become a classic.

Seal of approval Nokias mobile phones got a big publicity boost in 1987, when Soviet leader Mikhail Gorbachev was pictured using a Cityman to make a call from Helsinki to his communications minister in Moscow. This led to the phones affectionate nickname of the "Gorba". Vital statistics The Mobira Cityman 900 weighed 800 grams and had a price tag of 24,000 Finnish Marks (approximately EUR 4,560)

1991: GSM a new mobile standard opens up Nokia equipment is used to make the Nokia is a prime mover in digital standards On July 1, 1991, Finnish Prime Minister Harri Holkeri made the worlds first GSM call, using Nokia equipment. It was an appropriate choice. From the start, Nokia was one of the key developers of GSM technology. Its expertise in the new standard, coupled with the deregulation of European telecommunications markets in the 1980s and 1990s, was to be the cornerstone of its international success. What is GSM? The Global System for Mobile communications (GSM) was adopted in 1987 as the European standard for digital mobile technology. This second generation mobile technology could carry data as well as voice traffic. GSMs high-quality voice calls, easy international roaming and support for new services like text messaging (SMS) laid the foundations for a worldwide boom in mobile phone use.

Nokia was in the vanguard of GSMs development, delivering its first GSM network to the Finnish company Radiolinja in 1989. Nokia launched its first digital handheld GSM phone, the Nokia 1011, in 1992. By the end of the 1990s, Nokia had supplied GSM systems to more than 90 operators all over the world. Did you know? Nokia was the first manufacturer to make a series of handheld portable phones for all major digital standards, including TDMA, PCN and Japan Digital, as well as GSM. Mobile revolution 1992-1999 In 1992, Nokia decided to focus on its telecommunications business. This was probably the most important strategic decision in its history. As adoption of the GSM standard grew, new CEO Jorma Ollila put Nokia at the head of the mobile telephone industrys global boom and made it the world leader before the end of the decade...

1992: Jorma Ollila becomes President and CEO Jorma Ollila becomes President and CEO of Nokia, Jorma ollila mobile visionary How telecommunications become Nokias core When Jorma Ollila became President and CEO of Nokia in 1992, the company made a crucial strategic decision: to focus on telecommunications and move out of its other businesses. During the 1990s, rubber, cable and consumer electronics divisions were gradually sold as the company moved to concentrate on communications. Nokias core business was now:

manufacturing mobile phones manufacturing telecommunications systems

The strategy was to prove a big success, as Jorma Ollilas long -term vision propelled Nokia onto the world stage.

1992: Nokias first GSM handset Nokia launches its first GSM handset, the Nokia 1011.

1994: Nokia Tune is launched Nokia launches the 2100, the first phone to feature Nokia signature sounds Nokia ringtone has classical roots The Nokia Tune is probably one of the most frequently played pieces of music in the world. The company introduced it as a ringtone in 1994 with the Nokia 2100 series, which went on to sell 20 million phones worldwide. Nokias target had been 400,000. The tune comes from a classical guitar work called Gran Vals, composed by Francisco Tarrega in the 19th century. Ringtones have come a long way since 1994, and new phones offer dozens of choices in a variety of formats. With the right phone, you can even create your own.

1994: Worlds first satellite call

The worlds first satellite call is made, using a Nokia GSM handset.

1997: Snake a classic mobile game The Nokia 6110 is the first phone to feature Nokias Snake game.

1998: Nokia leads the world Nokia becomes the Nokia becomes the worlds biggest mobile phone manufacturer By 1998, Nokias focus on telecommunications and its early investment in GSM technologies had made the company the world leader in mobile phones. Expanding markets For most of its history the company had exported to Europe, other Nordic countries and the Soviet Union. As late as 1991, more than a quarter of its turnover still came from sales in Finland. But after the strategic change of 1992, Nokia saw a huge increase in sales to North America, South America and Asia. Soaring sales The 1990s also saw unparalleled growth in global sales. Between 1996 and 2001, Nokias turnover increased almost fivefold from EUR 6.5 billion to EUR 31 billion.

1999: The Internet goes mobile Nokia launches the world's first WAP handset, the Nokia 7110. Nokia now 2000- today

Nokias story continues with 3G, mobile multiplayer gaming, multimedia devices and a look to the future...

2002: First 3G phone Nokia launches its first 3G phone, the Nokia 6650. Nokia launches mobiles for a new generation The launch of 3G ("third generation") technology meant mobiles would never be the same again. Nokia launched its first 3G phone, the Nokia 6650, in 2002. A vintage year for innovation, 2002 also saw the launch of Nokias first phone with a built-in camera, the Nokia 7650, and its first video capture phone, the Nokia 3650. Expanding possibilities With 3G, mobiles can do much more than just make calls. 3G means you can use your phone to:

download music make video calls watch TV on the move browse the web

2003: Nokia launches the N-Gage Mobile gaming goes multiplayer with the N-Gage.

2005: The Nokia Nseries is born Nokia introduces the next generation of multimedia devices, the Nokia Nseries.

Entertainment and communication on the move A new generation of multimedia devices was born in 2005 with the launch of the Nokia Nseries. The easy-to-use devices combine state-of-the-art technology with stylish design, creating complete entertainment and communication packages. Whether its taking your music collection mobile, shooting and editing feature length video or watching TV see what you can do with the Nokia Nseries.

2005: The billionth Nokia phone is sold Nokia sells its billionth phone a Nokia 1100 in Nigeria. Global mobile phone subscriptions pass 2 billion.

2006: A new President and CEO Nokia today Olli-Pekka Kallasvuo becomes Nokias President and CEO; Jorma Ollila becomes Chairman of Nokias board. Nokia and Siemens announce plans for Nokia Siemens Networks. World leader Today, Nokia is still the worlds number one manufacturer of mobile phones, and one of the leading makers of mobile networks.

A new President In 2006, Olli-Pekka Kallasvuo, formerly Nokias Chief Financial Officer, took over as CEO from Jorma Ollila, who became chairman of Nokias Board of Directors. The next step: Nokia Siemens Networks

The next step in Nokias continuing evolution is already under way. In June 2006, Nokia and Siemens announced plans to merge Nokias networks business and the carrier-related operations of Siemens into a new company, to be called Nokia Siemens Networks. Nokias future As mobile usage grows in the worlds emerging markets, Nokia will continue to develop affordable mobile devices that can contribute to increased economic growth and quality of life. At the same time, mobile communications is converging with computing, digital imaging and the internet, making it possible for people to use handheld devices for filming video, listening to music, playing games, surfing the web and more. Nokia is shaping this converging industry, pushing it forward with cutting-edge products and the development of open standards. Nokias success story is built on constant innovation. Our very human technology is all about enhancing communication and exploring new ways to exchange information. Thats why Nokia will never stop finding new ways of connecting people.

2007 Nokia recognized as 5th most valued brand in the world. Nokia Siemens Networks commences operations. Nokia launches Ovi, its new internet services brand.

2008 Nokia's three mobile device business groups and the supporting horizontal groups are replaced by an integrated business segment, Devices & Services.

NOKIA LEADERSHIP TEAM

February 2011 Our articles of association provide for a Nokia Leadership Team, which is responsible for managing the operations of Nokia. The Chairman and the members of the Nokia Leadership Team are appointed by the Board of Directors. Only the Chairman of the Nokia Leadership Team can be a member of both the Board of Directors and the Nokia Leadership Team. The current members of our Nokia Leadership Team are set forth below. Chairman Stephen Elop President and CEO Esko Aho Executive Vice President, Corporate Relations and Responsibility Jerri DeVard Executive Vice President, Chief Marketing Officer Colin Giles Executive Vice President, Sales Richard Green Executive Vice President, Chief Technology Officer Jo Harlow Executive Vice President, Smart Devices Timo Ihamuotila Executive Vice President, Chief Financial Officer Mary T. McDowell

Executive Vice President, Mobile Phones Tero Ojanper Executive Vice President, acting Head of Services and Developer Experience

Louise Pentland Executive Vice President, Chief Legal Officer Niklas Savander Executive Vice President, Markets Juha krs Executive Vice President, Human Resources Dr. Kai istm Executive Vice President, Chief Development Officer

BOARD OF DIRECTORS

Nokia Board of Directors consists of the following nine members: Lalita D. Gupte, Bengt Holmstrm, Henning Kagermann, Per Karlsson, Isabel MareySemper, Jorma Ollila, Marjorie Scardino, Risto Siilasmaa and Keijo Suila. Chairman Jorma Ollila Vice Chairman Dame Marjorie Scardino

Lalita D. Gupte Dr. Bengt Holmstrm Dr. Henning Kagermann Per Karlsson Isabel Marey-Semper Risto Siilasmaa Keijo Suila

The operations of the company are managed under the direction of the Board of Directors, within the framework set by the Finnish Companies Act and our Articles of Association as well as any complementary rules of procedure as defined by the Board, such as the Corporate Governance Guidelines and related Board Committee charters.

SWOT ANALYSIS OF NOKIA

SWOT analysis is the tool which helps the organization to understand where it stands. The SWOT analysis of Nokia make it understand that where Nokia stand in the market. Strengths Nokia has the strong brand name which is its one of the most important strength because it is then favorable for Nokia to launch its new products because it is reliable for the customers by establish as strong brand. Its distribution network is wide globally so the products are easily available for the target customers. Nokia has also strong finances which make it possible to make innovations easily. Nokia products are easy to use for everyone, even an illiterate person in some developing countries use Nokia easily. Nokia has high range of products which is attractive for the customers. Nokia mobile sets have high re-sell value as compared to others which is favorable for Nokia as well as for the customers. Weaknesses Nokia have high prices as compared to others but its good quality and reliable products somehow cover this weakness of Nokia but still it is weakness and lower class is unable to purchase Nokia products. Some of the Nokia products are not user friendly which didnt get success in the market. Nokias sales and service centers are very few therefore its after sale service is not impressive. If the customers face the problem in the product then they have to face difficulty. Opportunities

Nokia can expend its market share by introducing brand in new market and by catering new target market as well. It can also capture more market share and attract more customers in existing market by changing price and introducing new product range and also by innovating product features of existing products. Telecommunication market is growing rapidly and more people are being interested towards the industry so it is great opportunity for Nokia to expand market share and to grow as well. Through excessive advertisement and effective market communication it can strong its reputation and increase its sales and also create good brand image among the people. Nokia itself becoming the item of everyday convenience the day is not so far that it will become the item of every day use. Threats As the telecommunication industry is increasing with that not only opportunities increasing but also threats are equally increasing with the growth of the telecom industry. The completion is getting explosive with the growth of the market. More and more competitors are entering in the market which is a big threat for Nokia. Some competitors offer products at low prices and as the economy is falling down the customers are more attracting towards the products of low prices. So those competitors can take away the market share of Nokia. Another threat for Nokia is the growth of WLL network because Nokia provides CDMA cell phones so its products can go toward the down fall with the rise of WLL network

FORWARD-LOOKING STATEMENTS

March 2011 It should be noted that certain statements herein which are not historical facts are forward-looking statements, including, without limitation, those regarding: A. the intention to form a strategic partnership with Microsoft to combine complementary assets and expertise to form a global mobile ecosystem and to adopt Windows Phone as our primary smartphone platform, including the expected plans and benefits of such partnership; the timing and expected benefits of our new strategy, including expected operational and financial benefits and targets as well as changes in leadership and operational structure; the timing of the deliveries of our products and services; our ability to innovate, develop, execute and commercialize new technologies, products and services; expectations regarding market developments and structural changes; expectations and targets regarding our industry volumes, market share, prices, net sales and margins of products and services; expectations and targets regarding our operational priorities and results of operations; expectations and targets regarding collaboration and partnering arrangements; the outcome of pending and threatened litigation; expectations regarding the successful completion of acquisitions or restructurings on a timely basis and our ability to achieve the financial and operational targets set in connection with any such acquisition or restructuring; and statements preceded by "believe," "expect," "anticipate," "foresee," "target," "estimate," "designed," "plans," "will" or similar expressions.

B.

C. D. E. F. G. H. I. J.

K.

IMPORTANCE OF STUDY
Today consumers have a lot of option for every product, same for Mobile handset specially in every segment. This study may be helpful for company to know about the factor affecting the buying behavior of consumer. It may also be helpful to know the specific requirements of consumer so that it can easily satisfied the consumer. Moreover this study helps to know the buying problems and what are their preferences for buying Handset. The study may helpful for company to know the preference for company to know the preference of consumer for product and it would help in making marketing strategy.

RESEARCH OBJECTIVE
i. To know brand awareness about new launches of Nokia. ii. iii. To Customers satisfaction level and loyalty level. To Study which brand is popular in Moradabad and surroundings areas and why. To study customer feed back regarding handset, service.

iv.

RESEARCH METHODOLOGY

Research may be defined as the search for knowledge through an objective and scientific method of finding solution of problem. Research methodology is a way to systematically solve the research problem. It includes the various steps that are generally adopted by a researcher in studying problem along with the logic

behind them. During my research I have adopted the following research design.

1.

To decide the objective and subjective of the research.

2.

To determine the most suitable method of research.

3.

To determine the sources of data.

4.

To decide the appropriate research instrument for data collection.

5.

To determine the suitable sampling design and sampling size.

6.

To conduct the field survey for data collection.

7.

To prepare the research report.

Descriptive Research This method is undertaken when the researcher is interested in knowing about the characteristics of certain groups such as age, sex, education level, income. Interested in knowing the proportion of unit in a given population who behaved in a particular way, determining the relationship between two or more variable.

This method was the most suitable in my research work.

RESEARCH DESIGN

A research design specifies the methods and procedures for conducting a particular study. Research design is the plan, structure and strategy of investigation conceived so as to obtain answers to research questions and to control variance. TYPES OF RESEARCH DESIGN Research design have been classified in different ways, such as Exploratory Research Design Descriptive Research Design Casual research Design

Descriptive Research Design Descriptive research studies are those studies which are concerned with described the characteristics of particular individual. In descriptive as well as in diagnostic studies, the researcher must find be able to definite clearly, what he wants to measure and must find adequate methods for measuring it along with a clear cut definition of population he wants to study. Since the aim is to obtain complete and accurate information in the said studies, the procedure to be used must be carefully planned. The research design must make enough provision for protection against bias and must maximize reliability, with due concern for the economical completion of the research study. I have chosen descriptive research descriptive research design which is well structured. The objectives of such is to answer the who, what, when and how of the subject under investigation.

Descriptive studies can be divided in to two broad categories cross sectional and longitudinal.

So, here I have chosen a cross sectional study which is concerned with a sample of elements from a given population. Cross sectional studies are two typesa. Field Studies b. Survey I have taken survey research because a major strength of survey research is its wide scope. Detailed information can be obtained from a sample of a large population. Besides, it is obvious that a sample survey needs less time than a census inquiry.

SAMPLE DESIGN

To carry out the studyResearch Methodology: Data Source Data Approach Sample Size Sample Unit Sample Area Sampling Method : : : : : : Primary and Secondary Questionnaire 100 customer and retailer Moradabad and surrounding area. Probability -- Random.

Are chosen so that it could give a fair response to achieve our objectives and also could be finished within stimulated time limit. Type of Sample Design The type of sampling that was carried out was probability (convenience) sampling due to limited resources available. In non probability sampling, I have chosen random sampling. Because this was best sampling method to do market survey. Also , to cover all consumers in Meerut was not an easy task.

DATA COLLECTION The study was conducted by the means of personal interview with respondents and the information given by them were directly recorded on questionnaires. For the purpose of analysis the data it is necessary to collect the vital information. There is two types of data, these area. Primary Data b. Secondary data

Primary Data:Primary data can be collected through questionnaire. The questionnaire can be classified in to four main types--a. b. c. d. Structured non disguised questionnaire Structured disguised questionnaire Non-structured non disguised questionnaire Non-structured disguised questionnaire

For my market study, I have selected structured non disguised questionnaire because my questionnaire is well structured, listing of questions are in a prearranged order and where the object of enquiry is revealed to the respondents. To making a well structured questionnaire, we have adopted three type of questionsa. Open ended questions b. Dichotomous questions c. Multiple choice questions These types of questions are easy to understand and easy to give required answers.

Secondary data:-

Secondary data means data that are already available i.e. they refer the data which have already been collected and analyzed by someone else. When the researcher utilizes secondary data, than he has to look into various sources from where he can obtain them, in this case he is certainly not confronted with the problems that are usually associated with the collection of original data. Secondary data may either be published data or unpublished data. Usually published data are available in: (a) Various publications of the central, state and local government; (b) Various publications of foreign government or of international bodies and their subsidiary organization; (c) Technical and trade journals; (d) books, magazines and newspapers; (e) Reports and publications of various associations connected with business and industry, stock exchanges, etc.; (f) Reports prepared by research scholars, universities, economists etc.; (g) public records and statistics, historical documents and other source of published information.

The source of unpublished data are many; they may be found in diaries, letters, unpublished biographies and autobiographies and also may be available with scholars and research workers, trade associations, labour bureaus and other public/private individuals and organization.

Measurement Techniques In the questionnaire most of the questions asked based on attitude rating scale, which consisted rating scales and composite scales.

Field survey:

After carefully choosing the way I have started the survey for accuracy of the data I picked my sampling unit from the city, and then went on to analysis and report making part. Process of Marketing Survey: The marketing survey is done in systematic process. The survey has conducted the below process of marketing for my study at NOKIA handsets:

Problem Identification

Research Design

Data Collection

Data Analysis & Interpretation

Research Report & Presentation

HYPOTHESIS A hypothesis consists either of a suggested explanation for an observable phenomenon or of a reasoned proposal predicting a possible causal correlation among multiple phenomena. The term derives from the Greek, hyposthenia meaning "to put under" or "to suppose." The scientific method requires that one can test a scientific hypothesis. Scientists generally base such hypotheses on previous observations or on extensions of scientific theories. Even though the words "hypothesis" and "theory" are often used synonymously in common and informal usage, a scientific hypothesis is not the same as a scientific theory. NULL HYPOTHESIS The Null Hypothesis of this project report is that there is a positive result. After the study of customer loyalty of customer towards the NOKIA the customer are more loyal then any other Brand. ALTERNATE HYPOTHESIS No alternative hypothesis.

LIMITATIONS
While learning any thing new there are some limitations and this project is no exception. Limitations while making projects a. Sometime problems were faced while collecting data. b. As it was the first time experience of learning while working so it takes time to adjust. Limitation of time Time availability was one of the biggest limitations face due to shortage of time we had to limit the work in its present form. Other limitations a. Because of social barrier woman were not willing to fill the form b. Selective biasness

DATA ANALYSIS AND INTERPRETATION

Mobile phone user survey in moradabad Q1 which brand mobile are you using? Motorola Samsung Other Nokia Sony ericssion

INTERPRETATION Hence from the above graph it is clear that the customer of Moradabad are prefer to using NOKIA mobile as compare to others.

Q2 from how long are you using the NOKIA mobile? From 6 months Approx 1-2 year from 1 year other

INTERPRETATION Hence from the above graph it is clear that the customer using the NOKIA mobile from 1 to 2 year and more.

Q3 ON which basis are you like most to purchase the NOKIA mobile? Durability Performance Others Reliability Serviceability

INTERPRETATION Hence from the above graph it is clear that the 57 out of 100 is prefer to buy the NOKIA mobile due to durability, 25 out of 100 is buy the NOKIA mobile due to performance of mobile.

Q4 Are you satisfied with Features of Nokia phone? High satisfied Satisfied Not satisfied

INTERPRETATION Hence from the above graph it is clear that the 77 out of 100 customer are satisfied with the feature of mobile handset that provide by NOKIA company.

Q5.Are you satisfied with price of Nokia phone?

Yes No

Cant Say

INTERPRETATION Hence from the above graph it is clear that the 62 out of 100 customer are not satisfied with the price of NOKIA handset. 26 out of 100 are satisfied with the price of NOKIA mobile

Q6 how do you rate the quality of our products?

Excellent Good Poor

very good Fair

INTERPRETATION Hence from the above graph it is clear that the quality of NOKIA mobile provide by the company is very good, 54 out of 100 says the quality of NOKIA handset is very good, 32 says the quality is good.

Q7 How familiar is you with Nokia Handset? I never heard of them

I have heard of them but never buy there products I buy there products occasionally I buy their products on regular basis

INTERPRETATION Hence from the above graph it is clear that the 64 out of 100 customer are buy the product occasionally. 32 out of 100 are buy the product of NOKIA on regular basis.

Q8IF you purchase again mobile which brand of mobile are you choosing? Motorola Nokia

Samsung Others

Sony Ericssion

INTERPRETATION Hence from the above graph it is clear that the 72 out of 100 customer like to purchase again NOKIA mobile.

Q9 Are you suggest to your friend for buying the NOKIA mobile? Yes

No

INTERPRETATION Hence from the above graph it is clear that the customer who already use the NOKIA mobile they suggest his friends to buy the NOKIA mobile.

Q10 Are you satisfied after sales service of NOKIA mobile? Yes

No

INTERPRETATION Hence from the above graph it is clear that the customer are satisfied with the after sale service.

LIMITATIONS

Every project has some limitations even the researcher came across some limitations while working on the project which made the analysis a little inappropriate at times. Some of the basic limitations faced during the research are listed below: Only limited number of Retailers and Customer where it has been found 100 sample was covered in the study. a. There was a bias on the part of the respondents. b. The research is based on Moradabad and surrounding area c. At the time of research most of the customer did not sincerely respond to the researcher. d. There was a time problem as head of the department were not available

FINDINGS & CONCLUSION

a. After analyzing the data it was clear that customer are using the NOKIA brand mobile as compare to other brand they are using NOKIA mobile from many months.. b. After the survey we find that purchasing of NOKIA mobile is due to his durability and give the performance and they are satisfied with the feature that provide by the company in NOKIA mobile.. c. Customers are not satisfied with the price of NOKIA mobile as compare to other brand of mobile the price is little bit high. d. Most of the customer are satisfied with the quality that provided by NOKIA. e. Customers of NOKIA who already use them they always suggest the NOKIA brand to his friends and relatives and also if they buy again they buy NOKIA. f. People are more familiar with NOKIA brand as compare to others.

SUGGESTION AND RECOMMENDATION

1. NOKIA should take proper attention towards price of handset..

2. Company executive should pay proper attention towards checking of various components of Handset before end user delivery. Otherwise it tends towards defame of brand name in comparison to rivals. 3. Need to expand customer care center as the consumer base of NOKIA is increasing with tremendously fast pace. 4. Proper attention should be paid for advertisement planning otherwise it may lead to problem for dealer and customer as well as for company. 5. Company should tie up with some event management company to organize various promotional activities like canopy, Carnival.

BIBLIOGRAPHY

Books: Marketing Management Philip Kotler, Kevin Lane Keller. Research Methodology - Kothari Schiffman & Kanuk Consumer behaviour MAGAZINES / NEWSPAPERS

a. b. c. d.

WEBSITES: a. b. c. d. e. f.

QUESTIONAIRE

I (GAURAV BHATNAGAR) student of TEERTHANKAR MAHVEER UNIVERSITY, Moradabad presently pursuing our project with Customer loyalty towards NOKIA Mobile Handsets in Moradabad as a part of our MBA project. Your feedback will help us in upgrading our skills and completing project, this project is a partial requirement of obtaining master degree. We will be highly obliged for the act of your kindness. Information in the Questionnaire will be:a. Used for academic purposes only. b. Kept strictly confidential.

Name:-______________________ Address:-____________________

Sex:-_______________________ Occupation:-_________________

QUESTIONNARE
Q1 which brand mobile are you using? Motorola Samsung Other Nokia Sony ericssion

Q2 from how long are you using the NOKIA mobile? From 6 months Approx 1-2 year from 1 year other

Q3 ON which basis are you like most to purchase the NOKIA mobile? Durability Performance Others Reliability Serviceability

Q4 Are you satisfied with Features of Nokia phone? High satisfied Satisfied Not satisfied Q5.Are you satisfied with price of Nokia phone? Yes No Cant Say

Q6 How do you rate the quality of our products? Excellent Good Poor very good Fair

Q7 How familiar is you with Nokia Handset? I never heard of them I have heard of them but never buy there products I buy there products occasionally I buy their products on regular basis

Q8IF you purchase again mobile which brand of mobile are you choosing? Motorola Samsung Others Nokia Sony Ericssion

Q9 Are you suggest to your friend for buying the NOKIA mobile? Yes No Q10 Are you satisfied after sales service of NOKIA mobile? Yes No