Process management has been important management tool for Nokia Telecommunications already for ten years. The results can clearly be seen through their improved customer satisfaction.

According to Mr. Kurt Engelvuori, Vice President Quality and Processes, the original goal for using process management was to improve internal efficiency.

According to Engelvuori this objective has been attained already: lowered the barriers between different functions at Nokia Telecommunications, resulting in improved efficiency and customer satisfaction.

Despite the achievements, process improvement still continues at Nokia. “Because of changes in the business environment, processes have to be renewed continuously”, states Engelvuori.