Case Study

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Empowering a global, mobile workforce with virtual coaching and online assessments

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Challenge

Delivering high-quality personal development to a globally dispersed workforce.

When Nokia established its Enterprise Solutions business unit in 2003, it aimed to serve mobile business users and improve internet security offerings. With employees spread across more than 100 countries, the new business unit faced a key challenge: how to provide consistent, impactful personal development support—particularly for both managers and non-management staff—without compromising quality or scalability.

The Enterprise Solutions team, working at the cutting edge of wireless technology, needed an approach to performance development that was just as innovative. Nokia sought to support not only the technical skills of its staff, but also to boost job satisfaction, personal growth, and career ownership across a globally mobile workforce.

Solution

Hybrid Personal Assessment Center with online tools and targeted coaching.

George Winston, Nokia's HR Performance Development Manager, spearheaded a new approach by launching a Personal Assessment Center tailored to the needs of the Enterprise Solutions team. This blended model integrated online assessments with in-person and telephone-based coaching, giving staff the flexibility to engage with their development at their own pace and location.

The assessment tools used included the Strong Interest Inventory®, FIRO-B®, TKI, and both MBTI® Step I™ and Step II™ instruments. The process began with orientation sessions—often conducted in person—to set expectations and create engagement. Afterward, employees completed assessments online, with data stored securely outside Nokia for confidentiality and reliability.

Winston emphasized that while the assessments were completed virtually, the interpretation and coaching required human connection. Through follow-up sessions—either in person or over the phone—employees received feedback, set developmental goals, and created personalized action plans to support both performance improvement and long-term job satisfaction.

Key Programme Elements:

  • Blended model combining online assessments with in-person and telephone coaching
  • Multiple assessment tools: Strong Interest Inventory®, FIRO-B®, TKI, MBTI® Step I™ and Step II™
  • In-person orientation sessions to set expectations and create engagement
  • Secure external data storage for confidentiality and reliability
  • Follow-up coaching sessions for feedback, goal-setting, and personalized action planning

Results

Improved efficiency, deeper insight, and a shift from training to diagnostics.

The Personal Assessment Center delivered unexpected benefits. It not only made performance development more efficient but also shifted the company’s approach from generic training to individual diagnostics. While some employees still received targeted training, others discovered that job realignment or behavior change better addressed their development needs.

Winston noted that online assessments made his job easier and results more reliable. Employees showed greater self-awareness and took greater ownership of their career paths. For leadership development, Nokia also implemented a 360-degree feedback tool alongside the MBTI and other assessments, supporting managers in becoming more effective and self-aware leaders.

By using a scalable, hybrid model, Nokia successfully provided meaningful development support to its global workforce—without sacrificing quality or human connection.

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