Abstract

A product defect related to BL-5C batteries used in many Nokia mobile phones has put Nokia in a crisis management mode. The company is trying to preempt any consumer confusion arising out of its product advisory with respect to the batteries. It has offered to replace all the affected batteries that it contends is limited to the 46 million BL-5C batteries manufactured by Matsushita between December 2005 and November 2006.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

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Keywords

Nokia, crisis management, BL-5C batteries, mobile technology, mobile phone, Matsushita, product advisory, consumer confusion, communication