Motorola Production

• Cellular Telephones• Two Way Communications• Pagers• Semiconductors • Automotive Electronic Modules and

Components• Modems and Integrated Management

Systems• Cellular and Satellite Infrastructure Systems

Total Customer satisfaction

• In the mid-1970s Motorola focus to customers • It is recognized as having one of the best quality

management programs in the world. • In 1988, it got the prestigious Malcolm Baldrige

National Quality Award.• Motorola has two quality-improvement goals: - One goal is to reduce defects (Six Sigma)

- Another goal is reducing cycle time by 50%

Motorola continuously looks for ways to improve quality

• Training their employees at least 40 hours to decrease defects or errors and to reduce the cycle time.

• Sale store of Motorola can replace defective products up to six years.

Motorola's quality management program has been a success

• 1988 to 1994 employee productivity increased 100 % (12%/year)

• 1993 to 1994 sales increased 31 percent and stock rose 49 percent

• By the mid-1990s it was selling more cellular phones in Japan than Japanese manufacturers

• The quality management program is a standard or "benchmark"

• Motorola saved $17 Billion from 1986 to 2004, reflecting hundreds of individual successes in all Motorola business areas including:

- sale and marketing - product design - manufacturing - customer service - transaction process - supply change management