towards TL 9000 compliance and certificationNokia internal useBased on contractual customer commitments and bringing sales advantagesQMS&CI13-04-2015R 18 G 65 B 145R 0 G 201 B 255R 104G 113B 122R 216G 217B 218R 168G 187B 192Core and background colors:# Nokia Solutions and Networks 20151TL 9000 helps us to improve our business by providing guidance and opportunities to enhance our QMSTL 9000 is a requirement by many of our strategic customers and we have committed to do thisWe want to use TL 900 compliancy as a sales advantage in customer negotiationsCompetitors have it already (Huawei 2005, Ericsson 2010)We inherited TL 9000 certification from Motorola Networks and we have to maintain and expand thisWe already completed Phases1a & 1b, 2, 3 and are now proceeding in Phase 4 and have learnt from theseTL 9000 certification is one important element in executing our strategy Quality as a differentiatorWhy are we moving towards TL 9000? To change the document information in the footer, press [Alt + F8] and use the FORMR 18 G 65 B 155R 0 G 201 B 255R 104G 114B 122R 216G 217B 218R 168G 187B 192Core and background colors:#Nokia internal use Nokia Solutions and Networks 2015QMS = Quality Management System, what is it?It is the system and processes we need in order to define the requirements for the design, development, production, delivery, installation and maintenance of our products.Quality manualQuality PolicyQuality Objectives (YTP, LTP, Roadmap, Strategy)Performance based measures (customer, process, and products)QMS Processes (Lifecycle Model, quality planning, control of docs, records management, internal audits, control of NC product, corrective actions, preventive actions)Mode of operationContinual improvement programsControl of outsourced processesResources to support the operation and monitoring of the QMS processesActions management

NET leadership team commitment

We have set aggressivegoals for implementing end-to-end quality management as part of our companys transformation. But achievingour goal of differentiating with quality demands that we fully understand industry best practices and requires we have a data-driven approach that can be benchmarkedagainst our competitors.

TL 9000 enables NET to put customers at the heart of our transformation, to constantly raise the bar for improving quality, and provides data to help us measure tangible results. I ask for your support to help your organizations take the time to understand and fully utilize TL 9000 measurements as part of improving our companys end-to-end quality results in 2014. Deepti AroraNET VP of QualitySource: E-Mail from Deepti Arora to NET LeadersTo change the document information in the footer, press [Alt + F8] and use the FORMR 18 G 65 B 155R 0 G 201 B 255R 104G 114B 122R 216G 217B 218R 168G 187B 192Core and background colors:#Nokia internal use Nokia Solutions and Networks 20153The purpose of TL 9000 is to define the telecommunications quality management system requirements for the design, development, production, delivery, installation, and maintenance of products: hardware, software, and services.TL 9000 includes performance-based measurements that quantify reliability and quality performance of these products.Internal commitments2012 100% ISO 9001:2008 certified; 6% TL 9000 certified (HC covered in NET TL 9000 certificate)2013 We were 54% TL 9000 compliant (% HC covered by TL 9000 internal audits), 14% certified2014 We were 69% TL 9000 compliant, 16% certified2015 By end of year, we will be approximately 75% TL 9000 compliant, all QMS internal audits will be conducted to TL 9000; 18% certified2016 By end of year, we will be approximately 80% TL 9000 compliant; 20% certifiedAbout TL 9000 and internal targetsCompliance and certificationTo change the document information in the footer, press [Alt + F8] and use the FORMR 18 G 65 B 155R 0 G 201 B 255R 104G 114B 122R 216G 217B 218R 168G 187B 192Core and background colors:#Nokia internal use Nokia Solutions and Networks 2015TL 9000 commitment to AT&T

To change the document information in the footer, press [Alt + F8] and use the FORMR 18 G 65 B 155R 0 G 201 B 255R 104G 114B 122R 216G 217B 218R 168G 187B 192Core and background colors:#Nokia internal use Nokia Solutions and Networks 2015TL 9000 commitment to Verizon

To change the document information in the footer, press [Alt + F8] and use the FORMR 18 G 65 B 155R 0 G 201 B 255R 104G 114B 122R 216G 217B 218R 168G 187B 192Core and background colors:#Nokia internal use Nokia Solutions and Networks 2015TL 9000 is seen clearly a must to expand market share in NAM. Currently our main customers in the region insist to have TL 9000 certification. Having new customers on same region might be very difficult if we do not keep these customers.Also in other regions there has been interest towards TL 9000 reporting and certifications by our customers even not clearly requested as must.Sales advantage is rather clearTL 9000 approach to NAM customersTo change the document information in the footer, press [Alt + F8] and use the FORMR 18 G 65 B 155R 0 G 201 B 255R 104G 114B 122R 216G 217B 218R 168G 187B 192Core and background colors:#Nokia internal use Nokia Solutions and Networks 2015China Mobile has been an active participant in QuEST Forum and understands and values TL 9000 compliance and certificationCompetition in China is tough and everything supporting differentiation of NET competitors can make a difference i.e. be a sales advantage in ongoing and coming business negotiations. In addition, Huawei is also very active in QuEST Forum. This gives them the edge if NET doesnt have TL 9000 for those customers who value it.TL 9000 approach to China MobileTo change the document information in the footer, press [Alt + F8] and use the FORMR 18 G 65 B 155R 0 G 201 B 255R 104G 114B 122R 216G 217B 218R 168G 187B 192Core and background colors:#Nokia internal use Nokia Solutions and Networks 2015TALK WALK - CompetitionOur strategic aim is to differentiate us from other vendors with quality we need to have good quality management systems in place and we have to be able to demonstrate that to our customers in reliable wayWhat is more clear demonstration than certifications.Why our competitors are having more certifications even we claim to invest for qualityInternally we need to have processes and practices in place to improve quality and maintain achieved level of quality. We need QMS to do it and TL 9000 as a specific Telecom QMS is most suitable for that.It is obvious that we do have a lot to improve which has been evident from gap audits and measurements. We still have work to do to have proper practices in place to manage efficiently.Sales advantagesTo change the document information in the footer, press [Alt + F8] and use the FORMR 18 G 65 B 155R 0 G 201 B 255R 104G 114B 122R 216G 217B 218R 168G 187B 192Core and background colors:#Nokia internal use Nokia Solutions and Networks 2015QuEST Forum membersService providers, our customersNokia internal useAT&T Inc.Barry County Telephone Co.Bharti Airtel LimitedBT GroupCenturyLinkChina Mobile Communications CorporationChina Telecommunications CorporationCox CommunicationsEmirates Integrated Telecommunications Company (du)Great Plains CommunicationsHughes Network SystemsKPNNew Lisbon Telephone CompanyNippon Telegraph and Telephone Corp. (NTT)Tata Communications LimitedTelefonica, S.A.TelstraTELUS CommunicationsVerizon Communications Inc.VimpelCom Ltd.Vodafone Business Services

FYI this is the list of all service providers that are QuEST Forum members. The expectation is that if we sell to any of these companies, they will require us to have TL 9000 certification.R 18 G 65 B 145R 0 G 201 B 255R 104G 113B 122R 216G 217B 218R 168G 187B 192Core and background colors:# Nokia Solutions and Networks 2015TL 9000 Registration Status: Networks business in Nokia vs. CompetitorsRef #DescriptionRegistered Alcatel-LucentHuaweiEricssonZTENET7.1.1Installation7.2.1.1Fixed NW Engg. Services7.2.1.2Mobile NW Engg. Services7.2.4Telecom NW Integration Services7.3.1Network Field Maintenance7.3.2Network Operations Centre7.3.3Network Performance Services7.4Repair Services7.5.1Technical Assistance and Customer Support Centers7.5.2End-customer Support Services7.7.2Printed Circuit Board Assembly7.7.4Electromechanical Assembly7.8.3Training7.9General Support ServicesServices Product Categories Grayed cells show product categories not applicable to NETSource: 20140311_PB_GS_GS LT_v11_xTL900.pptx

The certification comparison as of 30th September 2014Overall (All Product Categories)R 18 G 65 B 145R 0 G 201 B 255R 104G 113B 122R 216G 217B 218R 168G 187B 192Core and background colors:# Nokia Solutions and Networks 2015Looking at the number of TL 9000 certificate and registration of Product Categories does not give the full picture of a companys commitment to TL 9000. NET has decided to manage our registration with one certificate If we want to demonstrate our POSITIONING in relation to the competitors, we need to consider how many product categories and how many service product categories we are each registered to. If you look at this more specific data, it paints a clear picture showing that Huawei is clearly leading with A-L following very closely, and we are in lagging very far behind in last place!! The Services Product Categories and registration against each for key competitors i(Data source: QuEST forum website). Product Categories not valid for NET are marked in Grey background.

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Service providersNokia internal use

R 18 G 65 B 145R 0 G 201 B 255R 104G 113B 122R 216G 217B 218R 168G 187B 192Core and background colors:# Nokia Solutions and Networks 2015SuppliersNokia internal use

R 18 G 65 B 145R 0 G 201 B 255R 104G 113B 122R 216G 217B 218R 168G 187B 192Core and background colors:# Nokia Solutions and Networks 2015