Global corrective action preventive action process and solution: insights at the Nokia Devices operation unit

Global manufacturers need to conduct efficient and timely continuous improvements in their operations to eliminate the causes of non‐conformities or other undesirable situations. In this research, action research was performed at Nokia Devices. We examine the elements of the operation unit's corrective action preventive action (CAPA) activities and their close interconnection with product, logistics and insurance delivery quality (DQ). We demonstrate a globally integrated IT solution for DQ claims and CAPA cases, and the effects on DQ performance. The identified key success factors were knowledge and skilled personnel executing the CAPA process, organisational control and governance, quality and customer‐centric operation, professional leadership, clarity of ownership, a total control of all trade customer claims, and performance monitoring. These factors improved the global DQ performance, and reduced the cost of operation rework, returned materials and/or final end products. The factors and our CAPA C5 model could be adapted by other companies for their operations.