Question

In 2000 Nokia wanted to enable knowledge management and learning alternatives across its whole value chain - Suppliers (Busines-2-Business B2B), Customers (Business-2-Customers B2C) and Employees (Business-2-Employees B2E). This perspective would allow Nokia to deliver understanding how to over 200 million people. Enabling suppliers, customers, and employees easy, collaborative and timely access to essential and valuable information about Nokia's products and services, would increase production, commercial awareness and improved dedication from its value string through upgraded services, products, tools and information. Knowledge Management System in Nokia is divided into 3 levels: Individual level, Group level and Organizational level. Knowledge Architecture in Nokia practices Nonaka's model. You can find four ways to capture Knowledge: tacit to tacit communication (socialization), tacit to explicit communication (externalization), explicit to tacit communication (internalization), explicit to explicit communication (combination).
One of the primary Knowledge Management enabler is Nokia Research Centre (NRC), which is implemented for exploring new frontiers for freedom, solving scientific issues to convert the converging Internet and marketing communications establishments. Another enabler, Customer Relationship Management (CRM), Nokia uses CRM to extend the usage of vital customer information to the mobile workforce, ensuring they have got the required resources, when and where they want them. Also Supply Chain Management (SCM) is a KM enabler, Nokia has integrated an operating model by using SCM to accomplish one with their central strategies, which is to add new-product speedily that reflect consumers' fast-changing mobile phone tastes to ensure an industry advantage which emphasize rapid-response processing, quick-ship logistics, and a "global resource web" that links back to you Nokia's crops and suppliers. There are many companies became Kilometers enablers for Nokia to achieve their Kilometers goals. They may be Liquid Air Laboratory GmbH, Psiloc, Kuneri Ltd. , Citrix Systems, Inc. , DiVitas Systems, Mobien Systems Private Limited, Oracle Corp., Sam Click Ltd., iGuanaMobile Sdn Bhd, SYSOPENDIGIA plc, Openbit Ltd. , Secure Digital Box AG.
In spite of the scientific possibilities and an increased volume of computer engineers and information systems professionals, Nokia continue steadily to face serious knowledge management problems, due to the insufficient interdisciplinary knowledge required for an integrated method of the complex information activities involved with every part of work and doing business. As Nokia runs globally, they cannot fully understand the information trends and the implications of the global information societies and information fads. To overcome this issue Nokia is spending abundant money on expensive technology and tools that are not exploited to the higher benefit of the organization. Nokia, regardless of the socioeconomic and politics systems in which they operate, need large numbers of information. That is especially true for those in transitional economies. Hence Nokia is suffering from inefficient and inadequate supervision and exploitation of these information resources.

1. What was Nokia’s strategy behind implementing a KM system? (20 points)

2. What are the main features of Nokia’s KM system? (20 points)

3. Explain the main enablers of KM system at Nokia. (30 points)

4. Explain the main challenges encountering Nokia’s KM systems. (30 points)

Answer 1

1

Nokia's strategy behind implementing an information management system in 2000 was not a straightforward choice. It has layers and to completely understand the strategy it is important to understand the layers. The world economy in 2000 was going a major Revolution. The change was globalization. This idea today has profound established grounds yet in any event, when it was simply presented the popularity and acceptance was no less. As the companies got this chance to expand their organizations overseas and spread out in general map of the world they faced some cut off challenges in the accomplishment of the task. With the expansion it became outlandish for the human asset department at the headquarters to manage the individuals living overseas. Because of this the need was felt to appoint a manager who might be as capable as the head in the main branch. This increased the demand of human assets and labor that was usually satisfied with individuals of that very nation. Maintaining a business that has branches all over the world was not an easy task. Be that as it may, the most crucial thing was to keep everybody in association. With constant updates of the workplaces the head quarters could keep a track on the representatives. Be that as it may, it was unrealistic to keep a track on the clients. Nokia built up this knowledgeable management strategy to establish an association between the laborers and the clients. This system was anticipated to keep each branch aware of all the happenings in the company.

2) The main features of the KM system established by Nokia was :

There are three levels the individual level the gathering level and organization level. There are four ways to gain information namely internalization, externalization, socialization and combination.

3)Nokia Research Center is one of the main part of information management. NRC was executed for investigating new chances, illuminating logical issues to change over the uniting Internet and marketing communications establishments. Client Relationship management was another apparatus. This was answerable for utilizing the vital information of clients to the laborers, they also tracked the client feedback that were satisfied with the administrations and the items. The Supply chain management is also an enabler. Nokia utilized all these three sources information to structure the following item. The approach Nokia started following was to release the item which looks like the necessities of the clients without a moment's delay.

4) For any multinational organization it is important to have a successful team of HR manager who handle the team well and keep each other associated with the approaches and progress. Despite the fact that Nokia recruited such an immense amount of PC designs and even had logical information still it lacked the basic thing communication amongst the individuals in the company and conversation. Also all the data that the company was getting from various sources was applicable just to the district from where it was being brought. Nokia started making choices on a global level on the basis of information that was district based. Thus the items launched failed to have the impact it was relied upon to. The collaboration of the company started to endure. Managing the global trade started to appear to be troublesome. This is the means by which Nokia brought its own downfall.

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