Nokia India: Battery Recall Crisis
Please prepare a presentation to discuss the following questions
Questions
Q. 1 Please draw an ‘As-Is’ operations flow diagram, showing the product flow
and the information flow of the battery recall process followed by Nokia. Please
also draw a ‘To Be’ flow diagram with improved processes.
Q.2 Based on the above flow diagram, please highlight the strengths and
weaknesses of the recall plan.
Q.3 What recommendations would you make to Nokia India’s CEO to handle
the next such crisis more effectively in terms of –
a. Crisis Management
b. Ensuring Smooth Product Flow
c. Communication with Suppliers
d. Communication with Customers
e. Customer Relationship Management
f. Supplier Relationship Management
Q.4 Based on your recommendations, please prepare a check list of actions to
be taken to effectively respond to such a situation in the following grid.
Phase of Recall & Outcome Sought
Before
Policy & Planning
Product
Development
Communications
During
After
Logistics &
Information System