The Research On Nokia Technical Support Outsourcing Strategy

The purpose of this thesis is to demonstrate necessity and feasibility of NOKIA technical support service outsourcing, and make draft outline,method and plan for further outsourcing implementation. Through answering"Why","Whether"and"How", the thesis lays out total solution of NOKIA technical support service outsourcing. The conclusion is that NOKIA technical support service needs outsourcing, can be outsourced and be able to reach targets including cost deduction,risk transfer and fast entry to BD area.In Chapter One, NOKIA corporation, Mobile Communication Network (MCN) and MCN-based technical support service are introduced; After giving out outsourcing concept in Chapter Two, basic reasons,special definition and objectives of NOKIA technical support service outsourcing are provided. Chapter Three demonstrates feasibility of NOKIA technical support service outsourcing by analyzing cost and environment. In Chapter Four, NOKIA provider management team, its member's individual responsibilities, and the selection program and diagram of provider are analyzed. Chapter Five lays out the aim, method and plan of provider management from three aspects of provider's qualification,achievements and relationships on NOKIA. Chapter Six makes conclusion of whole thesis, and lists possible problems in future acting provider selection and management progress as complement and reminder. In addition, valuable future practice experience is suggested to be merged into methods and strategies in thesis for improvement.