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Customer Delight Created by Co-Operation between Supplier and Operator

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Customer Delight Created by Co-Operation between Supplier and Operator presented by Markus Kinnunen of Elisa and Erja Sankari of NOKIA.

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Customer Delight Created by Co-Operation between Supplier and Operator

  1. 1. Customer Delight Created by Co-operation with Supplier and Operator Markus Kinnunen and Erja Sankari
  2. 2. 2
  3. 3. Elisa Today € 1.54 billion (1.55) revenue € 223 million (196) profit for the period 4.73 million(4,69) mobile subscriptions, Finland and Estonia 557,400 (557,300) fixed broadband subcriptions 2,3 million customers 214,000 shareholders 4,100 Elisa employees in 55 locations in Finland, and abroad € 191 million (202) capital expenditure investments
  4. 4. Elisa’s Strategy Build value on data Accelerate new services businesses Improve performance with customer intimacy and operational excellence
  5. 5. ICT and online services market Interesting Megatrends in Markets 5 Connected world Ageing population Urbanisation Cybersecurity & privacy
  6. 6. Important 4G Momentum in January 2014 • Why to invest in fast 4G rollout? • Similar start as in 3G • Coverage leadership • Attract customers to 4G • How to do it cost effectively? • 800 MHz license • Right vendor selection • Strict end to end process 6 Status 2014 January LTE coverage Jan 2014 1 000 Base Stations LTE coverage target Aug 2014 2500 Base Stations Target 2014 August
  7. 7. • Elisa won C band licence in 800 MHz auction in Finland making Nokia’s new 6-pipe LTE radio “FRMC” an ideal fit • The challenge was that the FRMC product was in very early phase of new product introduction (NPI) phase • Elisa made it very clear that this was a very special “must-win case” The Challenge for Nokia
  8. 8. LT -50% Solution: Think Differently From 5 to 300 in shift-40% Optimized production scheduling and lead-time Bottleneck process speed- up from 130 to 80 minutes Final production capacity ramp-up Tailored processes & winning mindset in the whole Nokia Supply Chain! Direct daily communication channels established Express material inbound from Nokia suppliers War room with key Nokia Suppliers Dedicated factory team to Elisa
  9. 9. Elisa’s Request Was Completed 2 Weeks Ahead of the Schedule 0 200 400 600 800 1000 1200 1400 1600 P01 P02 P03 P04 P05 P06 FRMC LTE 800 Radio Deliveries vs. Customer Request Customer request (cumulative) Actual deliveries (cumulative) Target achieved Deadline Jan Feb Mar Apr May June 0 20 40 60 80 100 120 140 160 P2 P3 P4 P5 P6 P7 Timeinminutes Filter Tuning Time Reduction Feb Mar Apr May June July
  10. 10. Collaboration Makes Things Happen • Elisa visited the Nokia factory several times to underline the importance • Nokia made solid promises in face to face meetings • Nokia worked around the clock to meet the promises • Global material deliveries to Oulu factory • Streamline assembling process by factory personnel and management 10 Customer perceived value index (1-5) 2.70 2.80 2.90 3.00 3.10 3.20 3.30 3.40 3.50 3.60 3.70 3.80 4 avainkysymystä Kaikki kysymykset 4 Key Questions All Questions 3,56 3,66
  11. 11. Why we succeeded? • Common understanding • Collaboration • Strong commitment • Ability to move fast • Communications 11 Customer perceived value index (1-5) 2.70 2.80 2.90 3.00 3.10 3.20 3.30 3.40 3.50 3.60 3.70 3.80 4 avainkysymystä Kaikki kysymykset 4 Key Questions All Questions 3,56 3,66
  12. 12. Thanks Erja and Team Nokia at the Oulu Factory! 12 4G coverage in Finland in August 2014 Target achieved! 2500 Base Stations live in Jul 2014.
  13. 13. Thank you!

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