I am not sure about the leadership style followed by Motorola, all else in the presentation is correct information about the Company.

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2. Role of Quality in Motorola’s Success
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3. Sequence
 Brief History
 Products & Service
 Quality Dimensions
 Types of Customers
 Quality Components
 TQM
 Philosophies & Frameworks
 Leadership Theories & Strategic Planning
 Process Improvement
 QFD
 Six Sigma
 Balanced Scorecard
 Conclusion
 Recommendations
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4. Objectives
Objective of this presentation is to put a light on the
quality techniques followed by one of the leading
Telecommunication Company “MOTOROLA”
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5. Brief History
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6. Products & Service
Products
 Tablets and Computers
 Mobile phones
 Two way Radio
 Networking System
 Cable Television
 Wireless broadband
Networks
 RFID Systems
Services
 System Integration
 Support
 Life Cycle Repair
 Training
 Managed Services
 Parts and Rental Equipment
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7. Quality Dimensions
Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Safety
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8. Types of Customers
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9. Quality Components
Motorola has incorporated quality in its product since
its birth
Forty years ago, Quality Assurance (the predecessor
to Quality magazine) profiled the quality initiative at
Motorola, calling it a "live and vibrant issue”
Main Focus: Quality Assurance, Quality Control
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10. Quality Assurance
Three-pronged approach for Quality Assurance:
– Quality of forethought
– Quality of workmanship
– Quality of objective self appraisal
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11. Quality Control
Motorola implemented a TQM incorporating “SPC”
in 1988
SPC helped Motorola improve:
– Scrap rate
– Cycle time
– Quality of product built
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12. Total Quality Management
People-focused management system
Focus on increasing customer satisfaction and reducing
costs
A systems approach that integrates organizational
functions and the entire supply chain
Stresses learning and adaptation to change
Based on the scientific method
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13. Philosophies and Frameworks
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Deming’s Approach
Identify the product or service
Identify the customer
Identify the supplier
Identify the process
Mistake-proof the process
Develop measurements and control, and improvement
goals

14. Cont…
Juran’s Trilogy
Juran was called in by Motorola in 1980’s to assist in the
improvement work. He gave three important pieces of
advice. They are:
– Work on chronic problems;
– Focus on project oriented improvement work; and
– Organize a steering arm which means setting up project teams
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15. Framework
ISO 9001:2015
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16. Leadership Theory
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Motorola is focusing on the
hybrid approach of three
leadership theories:
• Contingency Theory
• Transactional Theory
• Emotional Intelligence Theory

17. Strategic
Planning
Adopting the
new Technology
Increased Market
Assumptions
Empowered the
Leadership
Detailed Business
Plan
Proper Training
Of Employees
Customer Relation
Management
Well defined
Vision
Relevant
Knowledge of the
Business Market
Focus on
Customers
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18. Process Improvement
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Through Six Sigma, Motorola maintains its focus on
continuous improvement of all of their internal and
external processes

19. QFD
Customers Requirement
– Mobile Phone Specifications
• RAM
• LTE Connectivity
• Battery Life
• Bluetooth/Wifi Connectivity
– Mobile Phone Features
• OS
• GPS
• Processor Type
• Display
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20. Cont…
Technical Descriptors
– Boot up time
– Talk Time
– Weight
– Material Quality
– LCD/LED
– IR Blaster
– Standby Time
– Keypad Time
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21. QFD
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22. Cont…
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Decision:
According to the House of quality for a Mobile
Phone, Motorola Should focus on the “Processor
Type” as a prioritized customer requirement
While, as per the relative and absolute value of
prioritized technical descriptor, Motorola should
focus on the standby time of its handsets

23. Six Sigma
Motorola is the pioneer of Six Sigma
Motorola introduces six sigma in 1986
Motorola took Six Sigma to the next level by elevating it
to a management system and rebranded their efforts as
“Digital Six Sigma”
– In this phase, they started with a business-wide balanced
scorecard and then determined the activities required to achieve
those goals
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24. Cont….
In 2005, Motorola added Lean concepts to the
traditional Six Sigma framework
It helps the company to identify redundancies and
reduce costs and cycle time
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25. Six Sigma Sub-Methodologies
Two Six Sigma sub-methodologies were developed
for this purpose:
– DMAIC (Define, Measure, Analyze, Improve, Control)
– DMADV (Define, Measure, Analyze, Design, Verify).
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26. PDCA Cycle
Motorola’s PDCA is a problem solving process and
consist of :
Plan to identify and analyze the problem
Do, to develop and implement solutions
Check to evaluate the results
Act to standardize the solution, capitalizing on
opportunities
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27. Quality Tools
Out of all 7 basic quality tools, Motorola follows:
PARETO CHART: to separate the important from
the trivia
CAUSE-AND-EFFECT DIAGRAMS: tells about
how internal or external event affects the
organizational processes, It is the only tool that is not
based on statistics
HISTOGRAM: to chart frequency of occurrence
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28. JUST-IN-TIME (JIT)
Just-in-Time is method of fast response to customers
used my Motorola
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29. TAGUCHI CONCEPTS
Motorola apples this quality principle to service
Motorola know that they should plan for the worst
when designing their service
When the adverse condition occurs, they always have
a plan to maintain the quality in service
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30. Balanced Scorecard
Four Perspectives
– Financial Perspective 30%
– Internal Process Perspective 25%
– Customer Perspective 30%
– Innovation & Learning Perspective 15%
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31. Cont…
Objectives (KPI’s) Weight Target Actual Val %age of Performance
% of facility assets fully
funded for upgrading 35% 20% 18% 18/20*100 = 90%
I.T Infrastructure Investment 35% 10% 5% 5/10*100 = 50%
Revenues 30% 30% 15% 15/30*100 = 50%
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Financial Perspective:
90*0.3+50*0.3+50*0.4 = 62.5%

32. Cont…
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Objectives (KPI’s) Weight Target Actual Val %age of Performance
Number of unscheduled
maintenance calls
25% 30% 28% 28/30*100 = 93.3%
Percentage of equipment
maintained on schedule
25% 20% 15% 15/20*100 = 75%
Mean time between failures 50% 30% 28% 28/30*100 = 93.3%
Internal Process Perspective:
93.3*0.25+75*0.25+93.3*0.5 = 88.725%

33. Cont…
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Objectives (KPI’s) Weight Target Actual Val %age of Performance
Current customer satisfaction
level
35% 35% 28% 28/35*100 = 80%
Customer retention rate 25% 30% 25% 25/30*100 = 83.3%
Number of customer
complaints
40% 30% 28% 28/30*100 = 93.3%
Customer Perspective:
80*0.35+ 83.3*0.25+93.3*0.4 = 86.145%

34. Cont…
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Objectives (KPI’s) Weight Target Actual Val %age of Performance
Percentage employee
absenteeism
35% 30% 28% 28/30*100 = 93.3%
Job posting response rate 30% 35% 30% 30/35*100 = 85.7%
Time to fill vacancy 35% 20% 18% 18/20*100 = 90%
Learning & Growth Perspective:
93.3*0.35+ 85.7*0.30+90*0.35 = 89.8%

35. Cont…
– Financial Perspective 0.30 * 62.5
– Internal Process Perspective 0.25 * 88.72
– Customer Perspective 0.30 * 86.14
– Innovation & Learning Perspective 0.15 * 89.8
= 80.25%
The balance scorecard value falls in
“Green Zone”
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36. Cont…
Leading Measure:
– Innovation & Growth Perspective
Lagging Measure:
– Financial Perspective
So, according to the above-mentioned leading and lagging
Indicators which are derived from Balanced scorecard,
Motorola needs to pay attention to its Financial Perspective
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37. Certifications and Awards
ISO 9001 Certification
First Company to win Baldrige National Quality
Award (1988)
First Company to win the Federal Government’s top
quality Prize
Won Baldrige National Quality Program Award in
2002
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38. Conclusion
Motorola is one the leading Telecommunication companies,
won many quality awards due to the implementation of
Quality techniques to even grassroots level
Six Sigma implementation lets the Motorola to achieve such
a high customer satisfaction rate
For Motorola, Quality is a Non Comprisable thing, they
always keep its customer and quality first
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39. Suggestions
Motorola is doing very well in all the areas, except
marketing
Motorola’s marketing strategy is a bit weak
We would recommend Motorola to improve its
marketing strategy to earn a place in the market
where a company with such a quality products
suppose to be
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40. References
 https://www.supplychaindigital.com/procurement/motorolas-six-sigma-journey-pursuit-
perfection
 https://books.google.com.pk/books?id=8Jboff57c1IC&pg=PA176&lpg=PA176&dq=Mot
orola+%2B+Juran%27s+Trilogy&source=bl&ots=aUWB6elfvG&sig=ACfU3U1irCiXp
kN6qlqyTAvrYg4SXQihcg&hl=en&sa=X&ved=2ahUKEwjl6aWH1PvfAhUSSY8KHfS
hBJsQ6AEwA3oECAcQAQ#v=onepage&q=Motorola%20%2B%20Juran%27s%20Tril
ogy&f=false
 https://www.projectguru.in/publications/jurans-contribution-towards-success-of-
motorola/
 https://www.slideshare.net/Aswathymaddy/motorola-29115442?from_action=save
 https://www.supplychaindigital.com/procurement/motorolas-six-sigma-journey-pursuit-
perfection
 https://ianjseath.wordpress.com/2009/08/26/lead-vs-lag-indicators/
 https://www.villanovau.com/resources/six-sigma/six-sigma-vs-lean-six-sigma
 https://www.motorolasolutions.com/en_us/about.html/
 https://www.ukessays.com/essays/information-technology/motorolas-tools-and-
techniques-of-tqm-information-technology-essay.php
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41. Acknowledgement
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42. Thank You for you’re your Patience

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43. 2/6/2019 43
Happy to take youR Questions 