Setting the Course for Quality: A Case Study in Applied Self-Assessment


Hannukainen, Timo; Salminen, Simo   (1998, ASQ)   Nokia Mobile Phones, Ltd., Finland

Annual Quality Congress, Philadelphia, PA    Vol. 52    No. 0
QICID: 10701    May 1998    pp. 316-323
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Article Abstract

The current state analysis (CSA) program at Nokia Mobile Phones is a tool for self-assessment of process capability. Self-assessment should help an organization identify and close the gap between its current and planned states. In selecting its approach to self-assessment, Nokia analyzed its business factors, which included large annual market growth, geographical dispersion, and a high level of regulatory impact. Development of its CSA approach comprised nine steps, including: studying criteria from sources like the Deming Prize and the European Quality Award; benchmarking the assessment systems of other organizations; identifying areas to address; developing questions for each area; and creating a scoring system for the areas and questions. Nokia's CSA model had five categories (leadership, customer, planning, process, and people) and 30 areas (such as vision deployment, customer current expectations, measurement system, process ownership, and skills assessment). The CSA scoring system had seven performance levels, from zero (theoretical knowledge only) to seven (verified world-class performance). The self-assessment questionnaire was administered to pairs of managers during a management meeting. The consolidated results from all management pairs then were discussed during a consensus meeting that prioritized the action items for the next planning cycle.


Evaluation,Assessment,Case study,Measurement and control,Process capability (Cp),Strategic planning

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