A Globally Integrated Supply Chain Delivery Quality Strategy: Transformation Insights at the Nokia Devices Unit

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.