CASE STUDY ANALYSIS OF NOKIA INDIA BATTERY RECALL LOGISTICS

CASE STUDY ANALYSIS OF NOKIA INDIA: BATTERY RECALL LOGISTICS.

NEED SOLUTIONS TO THESE QUESTIONS

1. Taking the position of Dhariwal in Nokia India, what is your role in a product recall situation? With whom will you be communicating/coordinating to execute this role?

2. Assess Nokia India\'s handling of the battery recall: What aspects of the recall do you think were handled well? What aspects have room for improvement?

3. What recommendations would you make to Nokia India\'s CEO and why?

Solution

1. In a product recall situation, my role (as Sudeep Dhariwal) is to ensure that the consumers, distributors and other stakeholders are aware and well informed about the recall. The logistics has to be arranged by coordinating and communication with the retailers, distributors and service centers. I would also have to coordinate between various third party logistics provider.

2. The recall is related to Nokia\'s BL-5C batteries. The batteries were recalled as they had started exploding. Nokia had under-estimated the size and scale of the recall operation initially. This caused an initial shortage of replacement batteries. The company offered to give the replcaed battery in person or courier it.

Nokia, however, handled the situation well. It started an advertisement campaign to communicate with customers and allay their fears.

Aspects that had room for improvement were - handling of third party logistics. In this recall, the company was let down by DHL. The company should also have a tangible plan and strategy for handling such recall cases.

3. My recommendation for Nokia\'s CEO is that going forward prepare a blueprint and a road map for such cases. This will make the company better equipped in terms of plans and decision making ability.

The company should coordinate with third party logistics provider while preparing the road map so as to give it flexibility and adaptability in future.