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INCOMPANY TRAINING REPORT
IN
NOKIA PVT. LTD.
ON
CUSTOMER PREFERENCECUSTOMER PREFERENCE
FOR NOKIAFOR NOKIA
SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT
OF BACHELOR OF BUSINESS ADMINISTRATION (BBA)
GURU JAMBHESHWAR UNIVERSITY, HISAR.
TRAINING SUPERVISOR: SUBMITTED BY:
_____________________ BABITA GANDHI
REGIONAL MANAGER ENROLLMENT NO. ___________
SESSION: !!"#!!$
DIRECTORATE OF DISTANCE EDUCATION
GURU JAMBHESHWAR UNIVERSITY OF SCIENCE AND
TECHNOLOGY, HISAR
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DECLARATION
I, Babita Gandhi student of Bachelor of Business Administration from Guru
Jambheshwar University, Hisar hereby declare that I have completed In Companyrainin! "eport on %CUSTOMER PREFERENCE TO NOKIA&as part of the course
re#uirement$
I further declare that the information presented in this pro%ect is true and ori!inal to the
best of my &nowled!e$
BABITA GANDHI
BBA
TIT, PITAMPURA
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CERTIFICATE
This is to certify that Ms. Babita Gandhi, Enrolment No. 6511202002 has
preceded nder by sper!ision her "esearch #ro$ect "eport on %CUSTOMER
PREFERENCE TO NOKIA&in the speciali%ation area &Mar'etin().
The *or' embodied in this report is ori(inal and is of the standard e+pected of a
BB stdent and has not been sbmitted in part or fll to this or any otherni!ersity for the a*ard of any de(ree or diploma. -he has completed all
reirements of (idelines for "esearch #ro$ect "eport and the *or' is fit for
e!alation.
-i(natre of -per!isor/Gide *ith -E
NME 3
4E-GNTN 3
"GN-TN 3
7or*arded by 8ead/4irector of -tdy 9enter
:ith si(natre, Name ; -E
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ACKNOWLEDGMENT
am deeply (ratefl to my pro$ect (ide Mr. Raman Rastogi & Dr. Mani Manjari
*ho has helped me in completion of this pro$ect. They ha!e been a constant
(idin( force and sorce of illmination for me. t entirely (oes to their credit that
this pro$ect has attained its final shape. *old li'e to than' them for their
!alable ad!ice and (idance.
am also than'fl to all the respondents*ho spared their !alable time for fillin(
p the estionnaire and helped me ot *ith this pro$ect.
7inally, *old li'e to than' officers at 9adbry ndia for there cooperation, *hich
helped me in completin( the pro$ect.
BABITA GANDHI BBA
TIT, ITAM!RA
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CONTENT"
*+ecutive ummary -
Chapter ' . Introduction to the Industry /
Chapter ( . Introduction to the company '(
Chapter ) . "esearch b%ective and 1ethodolo!y )2
Chapter 2 . 3ata Analysis )4
Chapter 5 . "ecommendations and Conclusion 5'
Biblio!raphy 55
Anne+ure 5/
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E#EC!TI$E "!MMAR%
"esearch has demonstrated conclusively that it is far more costly to win a new customer
than it is to maintain an e+istin! one$ 6or this purpose it is essential to &now the level of
customer satisfaction$ he focus of my research was the measurement of customer
satisfaction level for the products provided by 7o&ia$ he research was done for the
corporate clients of 7o&ia$$ 6inally the results of the research verify the fact that &eepin!
the customer satisfied is the best strate!ies to not only retain the e+istin! customers but
also to e+pand the business to new hori8ons$
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CHAPTER '
INTRODUCTION TO THE
INDUSTRY
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HISTORY OF MOBILES IN INDIA
M*+-
he technolo!y that !ives a person the power to communicate anytime, anywhere 9 has
spawned an entire industry in mobile communication$ 1obile phones have become an
internal part of the !rowth and efficiency of any business $he most prevalent wireless
standard in the world today, is G1$ he G1 Association :Global ystem for 1obile
Communications; was instituted in '4
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CHAPTER
INTRODUCTION TO THE
COMPANY
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COMPANY PROFILE
ABOUT NOKIA
7o&ia is a world leader in mobile communications, drivin! the !rowth and sustainability
of the broader mobility industry$ 7o&ia connects people to each other and the information
that matters to them with easy9to9use and innovative products li&e mobile phones,
devices and solutions for ima!in!, !ames, media and businesses$ 7o&ia provides
e#uipment, solutions and services for networ& operators and corporations$ 7o&ia is a
broadly held company with listin!s on four ma%or e+chan!es$
HISTORICAL BACKGROUND
At the be!innin!, 7o&ia was a manufacturer of paper in '
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and focus on telecommunications$ he company@s ('00 series phone was an incredible
success$
N8*6 T962
oday, 7o&ia is a world leader in di!ital technolo!ies, includin! mobile phones,
telecommunications networ&s, wireless data solutions and multimedia terminals $Bac&ed
by its e+perience, innovation, user friendliness and secure solutions, the company has
become the leadin! supplier of mobile phones ,fi+ed broadbands and I networ&s$ By
addin! mobility to the internet, 7o&ia creates new opportunities for companies and
further enriches the daily lives of people$
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GROWTH
he !ains came at the e+pense of third tier manufacturers and iemens, which saw
real unit shipments fall from '0$
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M6083*17 S306372
Nokias corporate responsibility strategy is to engage, improve and be accountable$
hey constantly measure and review their performance in economic, environmental and
social issues$ hey en!a!e in sta&eholder dialo!ue and form partnerships that serve the
areas they want to improve upon$ hey pursue focused and practical improvement
pro!rams in relevant or!ani8ational or !eo!raphical areas as part of business operations 9
this involves business plannin!, internal communications, trainin!$ hey increase
accountability to sta&eholders throu!h reportin!, and informative internal and e+ternal
communications activities$
?hat ma&es them uni#ue is the way they do it$ Based on the same approach that !uides
the rest of their activity D EThe Nokia Way=9 their corporate responsibility is developed
throu!h lo!ical steps, with much of the wor& concentrated inside the company, much of
the wor& built on e+istin! pro!rams, and many sta!es ta&en forward in parallel.
Accordin! to them it is essential to 90*> 40063 0-1-**+*32 30/7 3
456129wide strate!y process, support issue owners in buildin! business cases for
ethical improvement and implementation, and increase accountability to both internal and
e+ternal sta&eholders$
6or them, corporate responsibility is an inte!ral and continuous part of decision9ma&in!
in all parts of their businessF ta&in! responsibility for the conse#uence of their actions$
It@s a belief that by focusin! on issues over which they have most influence and which
their sta&eholders consider important, they will be able to mobili8e more of company
resources, be more proactive, and ensure lon!9term pro!rams$
he 7o&ia trate!y continues to focus on three activities to e+pand mobile
communications in terms of volume and value.
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E?619 5*+ >*4
3rive consumer multimedia
Brin! e+tended mobility to enterprises
E?619 M*+ V*4
?e believe that many opportunities for !rowth e+ist in the mobile voice mar&et, and we
intend to continue to focus on this area$ In doin! so, we aim to capitali8e on our
demonstrated efficiency and s&ill in e+ecution and demand9supply chain mana!ement,
and our history of innovation$ he mar&ets on which we intend to focus include mar&ets
with low mobile subscription rates relative to the si8e of the population, !eo!raphic areas
where it is more cost9effective to build wireless infrastructure than fi+ed9line networ&s,
and heavily populated areas, where factors such as poor housin! infrastructure or theft of
materials tilt the scales in favor of wireless solutions$ ?e also intend to focus on mar&ets
where the need for networ& capacity is !rowin! as a result of mobile networ& operators
promotin! the replacement of fi+ed networ&s with wireless$
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B0*17 E?3199 M*+*32 3 E1300*-
?e intend to capture profitable se!ments of the corporate mar&et by offerin! products
and services that will benefit companies and individual business people ali&e, includin! a
diverse handset ran!e as well as security and mobile connectivity solutions specifically
tailored for enterprise needs$ As we do this, we intend to capitali8e on companies= needs
for mobility and seamless mobile connectivity in their operations, and also e+pect to
collaborate with leadin! technolo!y and systems inte!ration partners$
B/-*1-- O@43*>
7o&ia@s business ob%ective is to -301731 3*0 -*3*1 as a leadin! systems and
products provider$ heir strate!ic intent, as the trusted brand, is to create personali8ed
communication technolo!y that enables people to shape their own mobile world$
7o&ia *11>63- 341+72to allow people to access Internet applications, devices and
services instantly, irrespective of time and place$ Achievin! interoperability of networ&
environments, terminals and mobile services is a &ey part of their ob%ective$
hey intend 3 46*36+* 1 3*0 +690-*role by continuin! to tar!et and enter
se!ments of the communications mar&et that they believe will e+perience rapid !rowth or
!row faster than the industry as a whole$
By e+pandin! into these se!ments durin! the initial sta!es of their development, 7o&ia
has been established as one of the world=s leadin! players in wireless communications
and si!nificantly influenced the way in which voice and other services have been
transferred to a wireless, mobile environment$
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As demand for wireless access to an increasin! ran!e of services accelerates, they plan to
lead the development and commercialisation of the hi!her capacity networ&s and systems
re#uired to ma&e wireless content more accessible and rewardin! to the end user$ In the
process, they plan to offer their customers unprecedented choice, speed and value$
In addition, they will continue to be active in IP 41>0714$ 7o&ia has established
alliances with other service providers in order to ma&e mobile access to services easier
for the end user$
AREAS OF FOCUS
o achieve their business ob%ective, their strate!y focuses on. bein! the preferred provider
of solutions for mobile communicationsF creatin! personali8ed communication
technolo!yF drivin! open mobile architecture enablin! a non9fra!mented !lobal mobile
services mar&etF stren!thenin! and levera!in! 7o&ia, the trusted brandF and e+pandin!
our business and mar&et position on a !lobal basis$
M*+ C55/1*463*1-he aim is to position 7o&ia as the preferred
provider of products and solutions for mobile communications by providin!
leadin! communications networ&s that enable end9to9end service delivery for both
cellular and broadband networ&s$ hey develop leadin! hi!h9capacity cellular
networ&s, platforms and user applications for the mobile Internet, end9to9end
broadband access solutions and rofessional 1obile "adio systems$
P0-16+*9 T41+72hey want to stren!then their leadership position in
conver!in! personal di!ital terminal solutions$ hey build on their core
competencies in various &ey areas, includin! desi!n and product innovations,
brand development, and effective demandsupply networ& mana!ement, to brin!
new product concepts and associated services to mar&et$
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D0*>*17 O1 M*+ A04*343/07o&ia@s &ey commitment is to create a
!lobal and open mobile software and services mar&et$ hey aim to achieve this
throu!h stron! partnerin! with customers, suppliers and industry participants, and
solid focus on end9to9end solutions in all their development activities$
S301731*17 3 B0619##Accordin! to a variety of consumer surveys, the
7o&ia brand is associated with well9desi!ned, hi!h #uality and technolo!ically
advanced products and customer services that are also user9friendly$ Havin!
invested considerable resources in establishin! the 7o&ia name as the leadin!
brand in mobile communications, they intend to sustain and enhance the brand
throu!h a!!ressive advertisin!, sponsorship and other mar&etin! activities in all
of their principal mar&ets$ It@s a belief that the leadin! mar&et position provides
si!nificant opportunities for 7o&ia to better understand and respond to the usa!e
patterns of end users, and thus enhance the 7o&ia brand$
E?619*17 T B/-*1--##6or more than a decade, they have actively e+panded
their business !lobally$ As a result, the networ& systems, e#uipment and wireless
terminals are produced and sold throu!hout the world$ hey, therefore benefit
from stron! economies of scale throu!hout the or!ani8ation$ 7o&ia@s strate!y is to
continue focused pursuit of !lobal business opportunities by cultivatin! a stron!
local presence in all !rowin! mar&ets and pursuin! partnerin! and ac#uisition
opportunities in order to obtain complementary technolo!ies and mar&et
positions$
At 7o&ia, one of the top priorities is to continue to stren!then their leadin! mar&et
position in a profitable way$ hey believe that further mar&et share !ains are &ey to
e+pandin! the customer base and developin! the future business potential$ heir leadin!
position also enhances the positive effects of their economies of scale, which they believe
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should stren!then their competitive position in the ne+t !eneration of mobile
communications$
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MAJOR RAN!" T#AT AR$ !$A%T & !$A%$R"
1ost of the e+ecutives who were surveyed had almost all the Brands of 1obile Handsets
with them and the final analysis upon which I arrived at was that 7o&ia is the 7o$'sellin! Handset in 3elhi followed by amsun!, 1otorola and ony *ricsson$
7o&ia no doubt has carved a niche for itself over the past 295 years with its superiortechnolo!y and its loyalty towards the Indian customer which certainly ma&es it the most
superior brand$ he bi!!est advanta!e that has wor&ed in 7o&ia@s favor is its mar&etin!
strate!y, which focuses more on their state of the art Handsets$ hey were the first
company to come with a mobile with an in9built camera in it and they surely &new how
to sell their product$ oday almost all mobile companies have followed suit and come out
with their own in9built camera mobiles$
7o&ia is certainly a value for money mobile as more than 40> of the dealers interviewed
a!reed on this statement, not only is the after sale service e+cellent but also the #uality
and pricin! of products is e+cellent$ In such a scenario not only the e+istin! companies
but also the new entrants such as 1"A, Ben, Alcatel etc will have to %ustify
their launch in the lon! run$
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NOKIA CORPORATE RESPONSIBILITY
TOWARDS ENVIRONMENT
W63- *1 6 1
he use of chemicals in 7o&ia products and processes shall be safe to humans and the
environment$ 1eetin! health and environmental re!ulatory re#uirements is a priority and
a basic re#uirement$
7o&ia=s approach is based on the precautionary principle$ ?here we have reasonable
!rounds for concern over the possibility of severe or irreversible dama!e to health or the
environment, we believe that lac& of full scientific certainty should not be an obstacle to
tri!!erin! actions to !ather and assess additional data$ hat may lead us to voluntarily
ta&e steps, e$!$ to substitute substances of concern with safer alternatives, where feasible
alternatives are available$
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TOWARDS SOCIETY
T6073*17 +*; -8*++-
As a !lobal company, we reco!ni8e that youn! people everywhere can benefit from
developin! essential life s&ills that help them to succeed within today@s fast9chan!in!
world$ uch s&ills D includin! confidence, teamwor&, and conflict mana!ement D are
often not tau!ht in schools$ o meet this challen!e, we support life s&ills education
pro!rams that address the specific needs of youn! people within individual countries
E?65+- *14+/9:
Conctate D provides Colombian youth with trainin! in information technolo!y and at the
same time develops their self9esteem, creative and critical thin&in!, and communication
s&ills$
Kapcsolod% be D supports the efforts of youn! community volunteers in Hun!ary, while
e#uippin! them with pro%ect mana!ement and bud!et plannin! s&ills$
eadership for health D develops leadership and life s&ills amon! 7i!erian youth, who
are trained to run HILAI39focused initiatives$
1udando a HistorMa 9 trains Bra8ilian youth to serve as readin! mentors to disadvanta!ed
children$
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STRATEGIC MANAGEMENT
his report outlines the mission statement, strate!y and purposes of 7o&ia $It analyses the
impact of the e+ternal and internal influences on the business strate!ies of 7o&ia$ It alsoemphasises the stren!ths, wea&nesses, opportunities and threats in conte+t of 7o&ia@s
operatin! and mar&etin! activities$
7o&ia has established its leadership in the mobile phone mar&et owin! to its successful
mar&etin! strate!ies and internal mana!ement$ 7o&ia@s philosophy is to learn
continuously, to satisfy customers and to respect individual and pursue professionalism$
SECRETS TO NOKIA=S STRATEGIC SUCCESS
ne can analy8e the secrets behind how an eni!matic 6innish Company !ot an ed!e over
the U and Asian !iants to triumph as the !lobal leader in mobile communications$
B+9 S30637*4 I1313D ?hile others debate and a!oni8e over first Dmover strate!ies,
7o&ia rushes for new opportunities and products$ Growin! up as a small 6innish
Company with few resources and no incumbent privile!es, 7o&ia is accustomed to
movin! swiftly and decisively to claim its share of worldwide mar&ets9 from
infrastructure to handsets and software applications$
I11>63*1 30/7 V6+/ C6*1 D hrou!h technolo!y, innovation and
se!mentation, brandin! and desi!n, 7o&ia ma&es innovation a top priority$ i&e
roctor N Gamble, it has shrewdly filled the shelves with innovative new products to
dominate cate!ories$ i&e ony, it has used its umbrella brand to sell new products
and services and to create footholds in new mar&ets$ Unli&e its direct rivals
:1otorola, *ricsson;, 7o&ia@s innovation e+tends from technolo!y innovation to
mar&etin! activities$
F+63 O0761*63*1D rior to its worldwide e+pansion, 7o&ia e+tended the use of I
throu!hout the company$ As it became a process or!ani8ation, it has shunned
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hierarchies and bureaucracy$ *ven the senior e+ecutives have been rotated from one
wor& tas& to another$ he or!ani8ation chart loo&s hierarchic but teams and
networ&in! rei!ns$
E13001/0*6+ S*0*3 D i&e the best ilicon startups, 7o&ia encoura!es
entrepreneurialism throu!hout the ran&s and views failure as a learnin! e+perience$
Incentives, rewards and lifelon! learnin! permeate the entire company$ Humility is
ta&en seriously at 7o&ia as in the technolo!y sector, the arro!ant of today are
considered losers of tomorrow$
C++43*> +690-* D 7o&ia relies on its e+ecutive board, with each member
brin!in! somethin! uni#ue
G+6+ R D N308-D 7o&ia@s "N3 efforts reflect e+tensive collaboration with
vital research institutions worldwide$ he company invests less in technolo!y
development than its rivals, but often e+ploits new &nowled!e more efficiently$
hrou!h technolo!y coalitions it has mana!ed to internali8e new &now9how while
neutrali8in! competitive threats$
C53*3*1 619 C#063*1 D By mana!in! its corporate and !overnment
relations with diplomacy and consideration, 7o&ia has been able to avoid hi!h profile
and costly anti9trust actions and competition policy stru!!les$ Instead of tryin! to buy
or crush potential rivals, 7o&ia wor&s to cooperate with suppliers, partners, clients,
even direct competitors$
C/-350 F4/-D he most endurin! factor is 7o&ia@s ability and willin!ness to
listen to the customer Da fact apparent in its strate!y, structure and resource allocation
and also in its products and services$ SWOT ANALYSIS OF NOKIA=S STRATEGY
here are various tools which can be employed to understand the effectiveness of
a company@s strate!ies$ SWOT Analysis outlines the Stren!ths, Wea&nesses,
Opportunities and Threats facin! the operatin! strate!y of a company$
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Analysin! the effectiveness of strate!ies, stren!th and wea&nesses can be defined as
internal to an or!anisation$ he businesses do not necessarily have to correct all its
wea&nesses however, it should be able to retain its stren!ths$ he &ey success factor for
operatin! in the tar!eted mar&et depends on the e+ternal factor$ ie$ pportunity$ 7o&iahas numerable opportunities to enlar!e its mar&et share, however, they could be faced
with a threat which could be challen!e posed by an unfavourable trend or development
that may lead into absence of defensive mar&etin! action and thus diminish sales and
profit$
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S.W.O.T. ANALYSIS
S30173-
'lobal (roducts and )mageD 7o&ia is a !lobal company$ It not only sells its
products to ')0 countries but also sets up research and development departments in
fifteen countries to produce its products in different culture and lan!ua!e needs,e$!
*n!lish, 3utch, German and Chinese$
$
Wide range o* productsD 7o&ia has the hi!hest number of product line:more than '0
models; compared to its competitors amsun!, *ric&sson, 1otorola etc$
P09/43 W600613 W0+9*9D 7o matter where 7o&ia@s customers are, if they
!ot a problem with their mobile phones, they can approach any of the 7o&ia@s centres$
hus, ensurin! a !ood customer service$
W681---
#igh (rice D 7o&ia offers a !ood ran!e of hi!h #uality products at hi!h prices
hou!h the hi!h prices may be %ustified in terms of the costs to the company but this
can act as a wea&ness in certain sections of the mar&et e$! the middle9low income
!roup people$ 3emand is s&yroc&etin! but the price pressure is hi!h$
Ne+ product developing problemsD Althou!h 7o&ia provided colour screen mobile
phones in eptember (00(,this was late as compared with its competitors such as
ony *ricsson and amsun!$ his acted as a wea&ness as the people had already
accepted the ran!e introduced in the mar&et and didn@t want to switch$
O03/1*3*-
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Joint venture in TechnologyD 7o&ia has %oined with Hewlett ac&ard:H; Company
in technolo!y which has a very !ood reputation for many years$ 7o&ia thus, has a
considerable opportunity to enlar!e their mar&et si8e into C users who prefer
mobile phones compatible with C device$
(roduct launch continuously9 7o&ia uses otal uality 1ana!ement :1; which
mentions more about trainin! wor&er pro!ram, and ma&es product of hi!h #uality$
All employees are well9trained and motivated and consecutively production
processes are also developed as well$ 7o&ia has established "esearch and
3evelopment department :"N3; which develops its product line into modern
modification as well #uality as the e+istin! products$
Ne+ "o*t+are MarketD As &nown, the amount of data traffic in mobile networ&s is
!rowin! at a tremendous rate$ eople around the world are usin! new mobile
services, which are directly relevant to personal needs$ 7o&ia has already added value
throu!h 11 for 1essa!in! and *9mail, Java for download any applications and
H1 especially for content search$ o it may attract those businessmen and
teena!ers who are interested in the new software mar&et$
$asy Availability9 1any mobile phone retail stores, such as, the lin&, hone2U and
Carphone warehouse, have spread across ondon in every street$ And, of course,
every store have not missed the opportunity to choose 7o&ia as their product line$
Conse#uently, all the customers can be !uaranteed that any dama!e or loss of 1obile
phone will be serviced throu!h these retail shops$ i&ewise, in opportunity aspect,
7o&ia has an opportunity to convince the prospects of buyin! 7o&ia in the plenty of
stores around the town$ However the &ey to success of 7o&ia will be the fle+ible
chan!in! capabilities$
T063-
Threats in ( Markets 9 3ue to fierce competition in mobile phone mar&et it has
caused new technolo!y compatible with C computer$ ony *ric&sson speciali8es on
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C computer now$ ony applied their computer system into mobile phone as well as
C computer on hand at the same time$ 6urthermore, nowadays people are interested
in advance of computer as similar as mobile phone mar&et$ In this sharp competition,
it is !oin! to be harder for 7o&ia to !rasp customers@ attention $
PEST ANALYSIS
7o&ia, is an international or!anisation which re#uires to focus on macro environmental
factors$ 1acro *nvironmental factors comprise olitical, *conomical, ociety and
echnolo!y, vi8$, * Analysis$ In view of the different culture and different e+ternal
factors between different countries, 7o&ia has to ad%ust its strate!ic plan in order to
develop international mar&et$
P+*3*46+ F6430-
It is important of a company to ac#uire certain &ind of policies from its !overnment, such
as the economic policy, and science and technolo!y policy$ 6innish policies assist 7o&ia
to advance its products$
he 6innish policies are the most important factors behind 7o&ia@s success$ o operate
efficiently, a modern &nowled!e9 and technolo!y9based economy that is hi!hly
speciali8ed, internationali8ed and under!oin! rapid structural chan!e re#uires active
support from the public sector$ In its widest sense industrial policy and science and
technolo!y :N; policy comprise all those measures by which the public sector shapes
the operatin! environment for business and thus fosters public welfare$ Both policies
pursued by 6innish !overnmentand the arliament are crucial for the development of
both, the 6innish *conomy and of national information society$
General macroeconomic stability, low interest rates, stable currency conditions and the
international competitiveness of the ta+ system form the foundation for the !rowth of
business and improvement in employment. As the result of this, not only 6innish
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Government but also international companies, such as 7o&ia, have to play very important
roles to develop their information society and national technolo!y stren!th$
E415*4 F6430-
Accordin! to the fact that "ussian 6ederation was collapsed in early '440s and it clashed
with 6innish economics$ 7o&ia also faced problems, and chan!ed its functions from
sin!le mar&et and overall products to !lobal mar&et and focusin! mobile phone mar&et$
3urin! the first half of the year (00', 7o&ia continued to perform stron!ly in the !lobal
mobile communications mar&et and was able to stren!then its leadin! mar&et position$
However, the !eneral economic slowdown in the U has recently shown si!ns of
e+tendin! to other re!ions and to the wireless telecommunications industry as a whole$
he slowdown could be a result of a !eneral mar&et deterioration 9 driven by economic
uncertainty, the on!oin! technolo!y transition and less a!!ressive mar&etin! by the
operators$=
In a press release on June '(, (00' it was #uoted that EN8*6 -6 -+0 56083 703
6;;43*17 -419 /6030 0-/+3- 619 6- 3 368 / 643*1- 3 ?619 +690-*
*+ 56*136*1*17 -3017 0;*36*+*32=.
7o&ia will continue to ta&e determined actions in all areas of the business to ali!n its
operations with the chan!in! mar&et conditions$ reviously announced moves to increase
the company@s efficiency and competitiveness include operational chan!es to further
enhance customer focus in 7o&ia 7etwor&s$
?hile mar&et deterioration has had an inevitable impact on 7o&ia=s sales !rowth, their
products have remained stron!, their mar&et position has stren!thened and they have
been able to find further efficiencies throu!h ti!ht control of their own performance$
7o&ia has countered chan!in! mar&et conditions by acceleratin! on!oin! pro!rams and
!eneratin! efficiencies and cost savin!s$ his, in combination with the current financial
health and proven performance, should enable them to e+it the current slowdown in a
stron!er position than before$
(
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S4*32
At 7o&ia, their whole business is based around communication and connectin! people$
ne of 7o&ia=s aims is to ma&e it as easy as possible for their people to be satisfied
wor&in! with them$ hus, it &eeps various sta&eholders interests in mind$
7o&ia develops products and services that encoura!e communication and learnin! amon!
people and societies$ hey are usin! their stren!ths 9 connectin! and communicatin! 9 to
help ma&e a difference$ It complements the core business and their vision to be involved
with the youth and education issues around the world, preparin! youn! people for their
future$
he !oal is to be a !ood corporate community member wherever they operate, as a
responsible and contributin! member of society$ harin! in the belief that prevention is
better than cure, they ta&e part in lon!9term pro%ects aimed at helpin! youn! people to
create a firm foundation for themselves and to find their place in the world$
Technological -actors
In the '4
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choose the features and service that they personally want and need$ It means 7o&ia
does not develop only their product line, but they also improve their service process
to provide the most appropriate service to those customers efficiently$
MARKET SHARE
3ominated lar!ely by 7o&ia with a total mar&et share of 54>, followed by ony
*ric&sson :')>; and 1otorola :/>; respectively$
)0
No&ia
'()"on* Eri+&sson
,-)
Motoro.a
/)
Ot01rs
2,)
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CHAPTER
OBJECTIVES OF THE
STUDY AND
METHODOLOGY
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RESEARCH OBJECTIVES
MAIN OBJECTIVE
o find inter firm comparison of the mobile industry, by analy8in! 7o&ia, ony *ricsson
and 1otorola
SCOPE OF STUDY
he methodolo!y adopted for this pro%ect is e+ploratory in nature since there is no
hypothesis that has to be tested$ he conclusions have been drawn by e+ploratory
research wor&$
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RESEARCH METHODOLOGY
here have been two sources of information collected.
6) P0*5602 S/04-
I have met retailers of the Airtel of the company and have been able to !et first hand
information re!ardin! the product, its features and the buyin! patterns of the product$
heir input has been valuable$
) S419602 S/04-
econdary source has played a vital role to play in this report$ A !ood amount of data has
been collected from various published articles and reports found in ma!a8ines and
%ournals$ Another vital source has been the Internet and particularly the companies own
website$
D636 C++43*1
In this pro%ect both primary data as well as secondary data are used$
P0*5602 D636
rimary data used in this pro%ect is collected throu!h two methods, namely,
QUESTIONNAIRE METHODand DIRECT PERSONAL INTERVIEW METHOD.
Both these method proved to be !reat help in !ettin! the re#uired information$
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S419602 D636
It is not possible to collect first hand information for each N every thin! so, secondary
data from various sources li&e I13013, D.K N*+-1=- 003on Jan,(00/, Informationfrom 3+>*-*1 4611+-li&e C7BC, P Business, 73L rofit etc$ and I19*61 I1;+*1
website were used$
S363*-3*46+ P0-1363*1 T+- U-9
PRIMARY DATAis.
6irst classified i$e$ 70/9 /6+*363*>+2 619 /613*363*>+2 accordin! to the
situation or the type of the data which was collected$
After classifyin! is represented *1 3 ;05 ; 36+-i$e$ systematically arran!ed
in columns and rows$
$
SECONDARY DATAis represented.
In the ;05 ; 36+-$
By the way of BAR GRAPHSand PIE CHARTS
ample si8e and Areas covered
A customer9based survey was conducted in which '00 people were as&ed to fill the
#uestionnaire in which '00 people belon! to D+*$
Because it was not possible to consider each and every person of both cities,
PROBABILITY SAMPLEor RANDOM SAMPLEwas ta&en$
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LIMITATIONS
'$ he study is restricted only to 3elhi$
($ he population si8e is very small as compare to population si8e so$
)$ here can be errors in samplin!
2$ ime constraints were present$
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CHAPTER
DATA ANALYSIS
)-
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Based on survey usin! #uestionnaire method and answers ta&en from a !roup of '00
individuals of different a!es$
All data in percenta!e$
Q.' D 2/ /- 6 5*+ 1
O* 7
42 -
F*7/0 : '
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Q. W*4 5*+ 1 9 2/ /-
N8*6 S12 E0*4--1 M30+6 O30-
54 ') / ('
F*7/0 :
)
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Q. W*4 5*+ 619-3 45612 *- 3 -3 64409*17 3 2/
N8*6 S12 E0*4--1 M30+6 O30-
2- )0 '-