5c Battery Crisis At Nokia Marketing Essay

5c Battery Crisis At Nokia Marketing Essay Nokia Corporation is a Multinational communication and information technology corporation headquartered in Keilaniemi, Espoo, Finland. The Nokia Corporation is engaged in manufacturing of mobile phones and portable IT devices. Nokia has sales in more than 150 countries also 123000 employees in 120 countries and is the worlds second largest manufacturer of mobile phones after Samsung. Nokia produces mobile devices for every major market segment and protocol, including GSM and CDMA. In India Nokia started its business in the year 1994 and they set up a factory at Sriperumbudur in Tamil Nadu and is globally the second largest production site in Asia, after the China plant. Nokia being one of the market leaders in Mobile Communication has always focussed on customer, relationship and trust. Building friendship and trust is the heart of Nokia Brand. Even the logo of Nokia shows their brand personality. BL 5C Battery Crisis at Nokia Nokia Corporation has made connectivity truly ever- present. It has emerged as the world leader in mobile technologies and moved towards its vision of Connecting People. Even after having a strong strategic growth and transformation, Nokia in the year 2007 had recalled about 46 million units of its BL 5C model of mobile phone batteries which were manufactured between December 2005 and November 2006 by the Matsushita Battery Industrial Co. Ltd. Due to complaints from its consumers about the overheating of the batteries. On August 13, 2007, Nokia issued a warning over its BL-5C batteries across the world, stating that these batteries may get overheated while charging. It said that about hundred such incidents of overheating had been reported globally but there were no reports of the batteries being associated with any serious injuries or damage to property. Service Recovery by Nokia One of the top and the most important priorities for Nokia was to handle the battery crisis in an intelligent manner so that is does not raise any questions to the brand name of the company and also the integrity of the company. The warnings issued by Nokia created a nation-wide panic among the consumers. The consumers checked their Nokia handsets and rushed to the nearest service centre. The Company clarified the problems relating to the batteries and also offered to replace the batteries free of cost to the consumers. http://t1.gstatic.com/images?q=tbn:ANd9GcQk-Ax8gOow5C2v1COpRk-XJUB0zRFvsbw5bDRKku7NH1PZX69X9A The head of customer and market operations at Nokia, Mr. Robert Anderson said By reacting swiftly and responsibly, and by being fully transparent, we believe that the consumers view Nokia as a responsible and a trustworthy brand. The panic all over the nation in the minds of the consumers created havoc and also affected the brand image of Nokia. To overcome such problem and to appease the growing fear in the mind of the customers, Nokia through advertisements in various national newspapers and TV networks made it clear for the safety of the consumers it had issued a product advisory for the BL 5C batteries and not a total recall of the product. Nokia took all possible actions to ensure customer safety and satisfaction. Nokia launched a customer service program to help customers and retailers recognize non original batteries. They also introduced the scheme of customers could check online by keying the battery number from the website of Nokia. The customers can check the status of their batteries by stating the 26 character battery identification number, the customers were even allowed to SMS the battery identification number specified by the company. If the battery was found defective and was eligible for replacement then the customers were to fill an online form where the new battery was dispatched to the consumers registered address with a postage prepaid envelope to send the old defective battery back to the Nokia office address. All these options were not enough because there were also some independent mobile service and buyers and because of that Nokia was unable to reach among all its consumers. To overcome this problem a toll-free telephone helpline was placed at each Customer Call Centre as well as the Nokia Priority Dealers. With the help of the toll-free number Nokia was able to reach the local customers easily. There were more than 150000 phone calls within a couple of days. All the batteries were sent to the CCCs and the RDs which came directly from the consumers. The After Affects of the crisis was that during the 2nd quarter of 2007, Nokia sold 101 million mobile phones, which was around 29% increase from the previous year. Nokia continued to be the market leader even after the crisis this was because Nokia had a strong sense of Social Responsibility. This scheme was a big hit for Nokia and their customers were more than satisfied with the customer service. In the end instead of being a damage control exercise, it turned out to be Marketing and PR campaign for Nokia with even more word-of-mouth publicity was created. Leading mobile operators in India, such as Bharti Airtel and Hutch, have come to support  Nokias efforts in facing this crisis. They appreciate the responsibility that it has taken over its fault in the matter and the fast solutions that it has started deploying. Nokia will have to suffer a major step backwards, in profits and brand credibility, one that it must accept in order to reconfirm its names having always been linked to product quality. http://t1.gstatic.com/images?q=tbn:ANd9GcQk-Ax8gOow5C2v1COpRk-XJUB0zRFvsbw5bDRKku7NH1PZX69X9A There were of course a few disgruntled customers who felt left out as they werent eligible to avail a free replacement of their batteries, but then that would be a few dissatisfied customers no matter what ever scheme or gimmick was tried.    But on the whole, since an overwhelming majority was happy in the end, that is more than enough to declare and state the scheme, operation and exercise as a success. Nokia managed to prevent a mad scramble at their authorized service centre (ASC) network and causing an overload on their staff, by making this exchange scheme / offer available from the customers home/office itself, so this benefited the customers too from having to take time out specially to visit a Nokia ASC and then end up spend hours in a queue. It was also important for the company to communicate clearly and transparently with its consumers. Nokia contended that it had acted swiftly and transparently in the best interests of its consumers and hoped to come out of such a crisis. Nokia won the hearts of the customers to successfully defuse the crisis that could have generated a bigger loss to the Company as well as its well built image. In the end both Nokia and its customers were happy. C:UsersMayankDownloadsimages.jpg

A study of the myers-briggs types indicator (mbti)

This paper presents a study on Myers-Briggs Type Indicator (MBTI) as a Psychology test. It provides background information on the test, Historical foundation giving a brief discussion on origin and design of Jung’s theory, personality classification of the test into different types of Extroversion/introversion (EI), Sensing/Intuition (SI), Thinking/Feeling and Judging and Perceiving.This is followed by description of the format and administration of MBTI, more so on format and type of questions. The validity and reliability of the test is also discussed on the basis of research and argument of different scholars. It further looks at the strengths and weaknesses of the test as discussed by other scholars and concludes by discussing applications of the Myer-Briggs Test Indicator in the contemporary society.INTRODUCTIONPsychology, being the study of the mind and mental processes in relation to behavior, is characterized by the prediction of an individual’s behavior based o n generalizations made from the study of other peoples’ behavior. This is on the basis that behavior can be predicted and evaluated on the foundation of research of other studies.This has given rise to branch of psychology known as psychological testing. Cooper, S.E. & Miller, J.A. (1991) defines   psychological testing as, a branch of psychology which uses a series of questions, problems, or physical responses that are designed to measure knowledge, intelligence, ability quality, truth, validity of a psychological phenomenon.Most psychological tests are based on [1]psychometrics which mainly uses educational and psychological measurements in determining knowledge, abilities, attitudes, and personality.They involve deliberate and systemized collection of samples of behavior based on observations over time. A score is assigned to an individual’s performance on a given task based on pre-designed psychological test.BackgroundThis study will seek to study the Myers-Brigg s Type Indicator (MBTI).MBTI can be defines it as: a personality test designed to identity an individual’s personality and preferences based on certain psychometrics, It a test for identifying a person’s personality type based on Carl Jung's theory of personality preferences.MBTI therefore is a personality test designed to offer assistance to an individual by identifying some significant personal preferences. It therefore offers important insights into different personalities leading to enhanced self knowledge, Rosenak, C.M., Shontz, F.C. (1988).The test uses assorted psychometric questionnaires which are carefully formulated to measure psychological differences in individuals. Different personalities have varying preferences based on their genome and experiences from their interaction with the environment.The test was developed by Katharine Briggs and her daughter Isabel Briggs Myers in the 1940s. Their aim was to make use of Jung’s theory of human personality in evaluating the personality of man. Jung’s theory, as its name suggests, was pioneered by a Swiss psychiatrist Carl G. Jung. It classified individual’s personality types into eight types on the basis of three dichotomous variables: Extroversion Vs Introversion (E/I), Sensing Vs Intuiting (S/N), and Thinking Vs Feeling (T/F), Williamson, J. (2003).It is designed to offer a description of observable traits such as the big five personality traits Extraversion, openness, agreeableness, conscientiousness, and [2]neuroticism. The psychological differences among individuals account for the difference in personality. The test proposes that an individual’s personality is either programmed by nature at birth. or is developed in the process of his/her interaction with the environment, Tieger, P.D. & Barron-Tieger, B.   (2001).The test is designed to measure the preferences of an individual rather than aptitude and is constructed from the four opposing traits.Every pers onality trait has an opposite pair. The aspect of [3]extraversion has a direct opposite in introversion, thinking in feeling, and judging in perceiving and sensing a in intuition. These opposing pair of traits forms the foundation of the test. It is therefore based on four bipolar discontinuous scales: Extraversion/Introversion, Sensing/Intuition, Thinking/Feeling and Judging/Perceiving.Introversion Vs extroversion gives an analysis of how persons direct their energy. It is a principle based on the fact that there are two worlds within an individual’s personality; the internal and the external world. The expression of either of the two worlds depends on the individual’s preference.People who are extraverted are energized and motivated by their actions hence they prefer to focus their energy on the outside world. Conversely the introverts prefer to direct their energy towards their inner being making them more conceptual and idealistic. Rosenak, C.M., Shontz, F.C. (1988 )Sensing Vs intuition originated from the broad category of perceiving functions. The two are however not mutually exclusive as their usage is dependent on time and circumstances. These are also the foundation of human knowledge from the empiricist and rationalist’s point of view as they are the primary avenues through which information reaches the individual. Individuals acquire information either by sensing it directly from the environment by one or more of the five senses or through intuition, by the use of the mind.The preferences of individuals who rely on sensing are a presentation of facts while those who rely on intuition are likely to operate on theoretical and abstract models hence are likely to be more logical.Thinking Vs Feeling is a function based on the basic judgment of an individual. Those who prefer thinking make judgment and decisions on the basis of critical analysis of situations. Conversely, those who prefer to make judgment based on feelings base their j udgment on the emotional aspects of a situation and on the basis of personal norms and values.True to the prediction of the test, persons with different personalities tend to behave and live differently, choose different careers, perform differently in activities for example in academic and professional fields. MBTI categorizes psychological differences into 16 types from four opposing pairs namely: ISTJ, ESTJ, ENTP, INTP, ENTJ, INTJ, ENFP, ESPF, ESTJ, ISTP, ISFJ, ISFP, INFP, INFJ, ESTP,   and INTP. These rises from treating of each index as an independent preference capable of being combined with other indices.Format and AdministrationThe two most widely used versions of MBTI are the European and the North American English versions. In all the two versions, MBTI is administered by the use of MBTI forms. The instrument measures personality preferences on four scales namely: Extraversion(E)/Introversion(I), Sensing(S)/Intuition(N), Feeling(F)/Judging(J) Perceiving. Questions are al l in the form of multiple choice questions.Each question is structured in a way that presents only two options in the form of short statements and word pairs from which [4]one can only choose one of the questions. MBTI therefore uses an Item Based Forced Questionnaire Form. Its structure revolves around the identification of preferences of an individual from a presented choice of two options in every question.Reliability and Validity of MBTIReliability refer to how consistently can a test measure what it is designed to measure. Total consistency in the psychological tests are unlikely owing to the nature of personality, however there are accepted standards for variations of psychological instruments such as MBTI.According to Rosenak, C.M., Shontz, F.C. (1988), one of the pioneer researchers into the reliability of MBTI, the reliability of MBTI meets and exceeds all the preset standards of psychological instrument. He asserts that the reliability of MBTI are either as good as or bett er than other instruments when the scores are treated as continuous scale.Furthermore the reliability in terms of preferences range between 75-90% on a test retest scale. He further asserts that, the reliability of the test across age, ethnic groups and race also vary between 60-85%. Williamson, J. (2003) gives the analysis of personality traits of the engineering students from various colleges conducted by varied researchers. It shows consistency as the score of ISTJ personality among engineering students was the highest in all studies.In the University of Tennessee Knoxville the personality scores of engineering faculty members were: ISTJ (22.6%), INTJ (17.8%), INTP (17.8 %), and ENTJ (14.3%) while that of engineering freshmen in the same university in a study conducted between 1990-1994 were: ISTJ (13.4), ESTJ (11.7), ENTP (8.8), INTP (8.8). Further research by Mc Caulley showed on the personality of Engineering students in Eight different colleges were as follows : ISTJ (16.46), ESTJ (12.75), ENTJ (9.43), INTJ (9.43), INTP (8.46),ENTP (7.43) to mention just but a few. The dominance of the ISTJ among engineering students is evident from the above studies supporting the reliability of the test.How valid is MBTI?   Validity refers to the degree to which a given instrument measures what it is intended to measure. Several psychological analysts have questioned the validity of the test. Tieger, P.D.& Barron-Tieger, B.   (2001), sees the validity of the test as arising from the applicability of the four preference pairs of dichotomies and the subsequent combinations of the preferences.The choice of the questions and therefore the different scales are also valid. The often cited argument is that the founders, Myers and Briggs had no scientific training on psychometric testing and therefore were at no position to prescribe a psychological test.Rosenak, C.M., Shontz, F.C. (1988), however argue that face validity of the test is generally accepted by most research ers though the omission on neuroticism is a weakness of the test. On the construct validity, arguments have been advanced for and against the test. Statistically, the validity of the test is also put to question. With four pairs of parameters, a binomial distribution is a general expectation. However, this has never been seen in any of the dimensions. Statistical analysis of scores reveals a normal distribution just like the IQ tests. Rosenak, C.M., Shontz, F.C. (1988),Strengths and Weaknesses of the TestTo summarize the strengths of the test, psychologists see it as covering a wide range of personality traits. This is a strong point since it examines an individual as a whole. Its reliability is also its strength. The correlation between the scores of persons with similar personalities is generally high.Strength is its face validity which is accepted by most researchers test is its internal consistency and construct validity. Its test-retest reliability also far much exceeds those o f other tests in the category. Some psychologists have however criticized the test for lacking not only in validity but also in reliability from the above discussion. The use of forced format is another weakness as seen by most researchers. One can have two of the options presented in the test questions yet he/she is only allowed to select one.Its construct validity is also one of its [5]weaknesses.Practical Applications of MBTIMBTI is one of the most important tests used in the process of career selection, Tieger, P.D. & Barron-Tieger, B.   (2001).. The 16 Myer-Briggs types have been found to effectively aid an individual’s career choice. A study conducted by Williamson, J. (2003) and citing other researchers on the personality type of engineering students showed that the majority of students were of the ISTJ type. These were people, who were introverted, had impeccable intuition, were good thinkers and Judgmental. Summary of your MBTI results It is therefore acknowledged that the MBTI score may affect your career choices, career exploration, career development, Rankings in occupational categories.MBTI is increasingly being used by companies and other employers in the recruitment of new employees. This is due to the fact that the competitiveness of an organization relies, to a large extent on the personality of its employees. MBTI is without doubt one of the most important psychological tests in use today. Its results may therefore enable man understand his strengths and weaknesses, enhance his productivity, acquire better problem solving skills, thereby improving a better informed life.REFFERENCES1. Cooper, S. E. & Miller, J.A. (1991).MBTI learning style-teaching style discongruencies. Educational and Psychological Measurement 51: 699-706.2. Rosenak, C.M., Shontz, F.C. (1988), â€Å"Jungian Q-sorts: demonstrating construct validity for psychological type and the MBTI†, Journal of Psychological Type, Vol. 15 pp.33-45.3. Tieger, P.D. & Barron-T ieger, B.   (2001). Do What You Are: Discover the Perfect Career for You Through the Secret of Personality Type. Boston: Little, Brown, and Co.4. Walsh, W.B. & Holland, J.L. (1992) A theory of personality types and work environments. In Person-Environment Psychology: Models and Perspectives (ed. by W.B. Walsh et al.), pp. 35-69. Hillsdale, N.J.: Lawrence Erlbaum.5. Williamson, J. (2003) Instruction to the Myers-Briggs Personality Types and Holland Vocational Personality Types of Engineering Students, Journal of Engineering Education:195-203., Vol. 12 pp. 14-16.[1] Rosenak, C.M., Shontz, F.C. (1988), defines psychometrics as a branch of psychology that deals with design, administration and interpretation of quantitative psychological tests. [2] According to Coffield, F. Ecclestone, K. Hall, E. & Moseley, D (2004), this last trait is not included in the MBTI test. [3] Walsh, W.B. & Holland, J.L. (1992) state that it was thus spelt by Myers rather than the conventional extroversion. [4]Cooper, S.E. & Miller, J.A. (1991) explains that it is from this aspect that it acquired its referred to as the forced format. [5] Cooper, S. E. & Miller, J.A. (1991).From the above discussion on construct validity, it is evident that it is a weakness of the test.

If Not For Them - 1490 Words

If not for them†¦.where would we be? This is a broad question that could be answered a different way to any person. When I first read through the requirements for this essay, I perceived it as referring to veterans, because Hays C. Kirby was a veteran. The more I contemplated it, the more the question puzzled me because there were so many ways that a person could move forward with it. Finally, I came to the conclusion that to me, the â€Å"them† that the question asks about, is not one group of people, but every person that has graced this earth. If even one person had not lived, our lives would be changed substantially. Every person has impacted you, me, and everyone around us. As I thought about this even more, I realized just how true that†¦show more content†¦Then you have your siblings. When you are the oldest, they look up to you in every way, which makes you work to be a better role model and a better person. If you are the youngest, you rely on your older siblings to be that model of what you are going to be someday. Lastly, look at your grandparents. They set the model for how your parents act and how they treat the ones around them. The further back you go in your ancestry, the further back you see how your relatives affected each other and helped each other. Then there is you at the bottom of the tree, and eventually, you will affect just as many people that are related to you. If not for our friends, where would we be? This one is a little more bit tricky to describe than some other topics in this essay. Some people have friends that are not good for them, and others have the best friends that they could imagine. I’ve been lucky enough to have 3 very close friends for quite awhile and I would dare to claim that they are in the best friends imaginable category. Some people don’t get that opportunity like I have. Without my friends, I would be a totally different person, and here is why. The thing that we have to realize about friendship is that to make friends, you have to have courage. Remember that first day of kindergarten when you didn’t know anyone out on the playground? Somehow, your five-year-old self found a way to build up enough courage to go talk to the little boy

Literature Review On Adolescent Parenthood - 889 Words

Adolescent parenthood has been an issue of public concern for many years. Adolescent parenthood has been the subject of numerous articles, public health reports, and public debate. So what makes adolescent parenthood such a popular topic of discussion and a reoccurring social problem? How does an adolescent parent relate to such public issues as education, poverty, and family? Researchers conduct literature reviews and original research in an effort to find a resolution to decrease adolescent pregnancy/parenthood and methods to improve the quality of life for adolescent parents. Although these articles share many themes and patterns, often their reason for conducting the research, methods, conclusion, and belief regarding adolescent†¦show more content†¦These articles provided background surrounding the educational aspirations of adolescent parents, but also providing the negative consequences some adolescent mothers experienced while attempting to continue their education. Nonetheless, these articles described the desire of adolescent parents to obtain a high school education, although doing so was not a reality for some of the subjects in these articles. Benson (2004), Braubaker Wright (2006), Zachry (2005) each used qualitative methods, while Dunkle (1990) Weatherley (1991) used quantitative methods. Articles written by Berry, Shillington, Peak, Hohman (2000) and Campa Eckenrode (2006) also addressed the high school attainment of adolescent parents; however, these articles were less positive in their descriptions of adolescent parents. These articles, Berry et. al in particular, described the continued education of adolescent parents as almost impossible and a milestone that was not desired of adolescent parents. The role of social work professions and the public welfare system was a theme that was found in almost all of the articles reviewed. 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