Nokia Case Study

Take the position of Dhariwal in Nokia India: What is your role in a product recall situation? With whom would you be communicating/coordinating to execute this role?

The following role can be played:

Appoint third party for recall process: During the process of product recalls, it should be afford at the cost of brand's reputation. One may opt for the third-party logistics partner that have know-how and well manage systems that execute the plan speed & precision as per customers' confidence.

Under the third party recall program, there must be solution with the proven methodology that protects the public, it important to maintain the company’s reputation & achieve the requirements for the purpose of  recall and disposal.

Key point for recalling the product produce:

• It is important to develop customized notification packages for recipients.
• To develop the database integration at the industry mailing lists.
• Rapid distribution to receive and deliver the direct mail notifications to the concern customers.
• develop processing & reporting
• To check notification efficacy check.
• Making sure that all reimbursements are done
• Organize product safely & legally.

Key points that must be communicated:

• Ensuring the Reliable, Scalable & Well-defined Recall Process that have full  details of the operating procedures that makes sure that recall is conducted in the correct way.
• Perceptibility to Compliance — It is important to have a planned recall management information systems that have stores and customers which are not complied.
• Robust Database — To obtain the detailed records that recall activity for potential legal action. (NOKIA INDIA: BATTERY RECALL LOGISTICS, 2015)

Maximum Recovery — To have a Value-added services including the repackaging, refurbishing & liquidation that minimize the cost of recovery of products and components. (Stuff, 2015)

Level of product recall  communication level:

1. Consumer – It includes the users, as well as all different levels of distributors. There must be specific personnel that will be assigned in order to handle consumer complaints at all levels. A complaint log can be maintained. A complaint form can be distributed that enquire the about the following information:

        a.         complaint date

        b.           name/address/phone of customers

        c.         contact person name

        d.        Nature/explanation of complaint

• Name of product
• Grading
• Size
• Dates code
• Location of plant
• Number of plant
• purchased
• Date of purchase

b. Retail level : At the Retail sales level,  the recalling product of the product can be done in following way: