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MOTOROLA SOLUTIONS ENSURES DEPENDABLE PRODUCTS AND SERVICES, CUSTOMER-CENTRIC SOLUTIONS, ON-TIME DELIVERY, AND RELIABLE SUPPORT
DEPENDABLE PRODUCTS AND SERVICES CUSTOMER-CENTRIC SOLUTIONS ON-TIME DELIVERY RELIABLE SUPPORT TRUSTED QUALITY PAGE 1 .
and reliable support for all your mission-critical applications. In order to ensure that our quality initiatives drive continual improvements. Our reputation and quality heritage represent our continued commitment to be your complete solutions provider. and solutions that meet and exceed your expectations. on-time delivery. Mike Rhodes Quality and Customer Advocacy PAGE 2 . We foster a culture of innovation and accountability that helps ensure our quality management system is continually improving to anticipate. and to ensure that customers are at the core of everything we do. our management team is responsible for: n Providing Voice of Customer data n Developing qualitative and quantitative measurements n Providing resources for continual improvement efforts n Empowering teams to make improvements Motorola Solutions is committed to quality.RIGHT NOW… DAYS FROM NOW … MONTHS AND YEARS FROM NOW … OUR QUALITY POLICY OUR COMMITMENT TO QUALITY HELPS MAKE YOUR MOMENT SUCCESSFUL The senior leadership team at Motorola Solutions is committed to providing you with quality products. TRUSTED QUALITY n Monitoring performance indicators and customer index scores to drive improvements Our commitment to quality is rooted in our promise to mobilize and connect people in the moments that matter. All Motorola Solutions employees are expected to perform to the absolute best of their abilities to provide you with the quality you expect from a trusted solution provider. We strive to earn your trust by consistently providing dependable products and services. meet. and exceed your expectations in everything we do. services.
You can be assured when you select Motorola Solutions you are selecting a premier solution provider in the markets we serve.000 Channel partners WORRY-FREE DEVICES WE HAVE DEPLOYED.700 Direct sales representatives 20. Motorola Solutions is a global company with a history of quality and innovation at its core.WHEREVER THE MOMENT. MOTOROLA SOLUTIONS IS THERE COMPANY OVERVIEW Motorola Solutions is a leading provider of mission-critical communication solutions focused on government and enterprise markets. I CAN HONESTLY SAY THAT I AM NOT AWARE OF A SINGLE REPAIR TO DATE … THE QUALITY HAS BEEN EXCELLENT. Highlights of our company footprint include: n n n n n n ” THIS IS ONE OF THE FEW Primary R&D in 6 countries Primary Manufacturing in 3 countries Employees in 65 countries Sales in over 100 countries 1. Rick Brown Director of IT/MIS Services Rooms To Go POLAND UNITED STATES MEXICO ISRAEL INDIA Primary R&D Centers Primary Manufacturing PAGE 3 “ CHINA MALAYSIA .
Here are some of the highlights: 1969 Radio Transponder Relays 1st Words From the Moon 1986 Invented Six Sigma Quality Process 1991 1st Laser-Scannable Two-Dimensional Bar Code 1991 1st Narrowband Digital Public Safety Radio System 2000 1st 700 MHz Public Safety Data Network 2002 1st Wireless Switch 2005 MOTOMESH Broadband Radio Network 1940 Handie-Talkie Two-Way Radio 1972 MODAT Vehicular Data Radio System 2008 APX Multi-Band Two-Way Radio 2010 Next Generation MC9500 Mobile Computer TODAY ET1 Tablet and Rhoelements Web-based Application Framework 1943 1st FM Portable Two-Way Radio 1930 Consumer and Public Safety Car Radio 1983 LS 7000 Laser Bar Code Scanner 1973 World’s 1st Portable Cellular Demonstration 1990 1st Commercial Spread Spectrum WLAN 1999 National Medal of Technology 2004 National Medal of Technology 2010 ES400 Global Enterprise Digital Assistant 1988 Malcolm Baldrige National Quality Award 2002 2nd Malcolm Baldrige National Quality Award 2006 MOTOTRBO Professional Digital Radio 2008 1st LTE 700 MHz Data Session TODAY LEX700 Mission Critical Handheld AROUND THE GLOBE … HELPING CUSTOMERS BE THEIR BEST Whether you are a government or enterprise customer.MOMENTS THAT DEFINE US Motorola Solutions is proud of our heritage and is continually building on our legacy while investing in our future. Our investments in research and technology provide next generation solutions for both government and enterprise customers.700 direct sales representatives and 20. Motorola Solutions supports your business requirements with 1.000 channel partners—making sure you have the support you need when it matters most. Government Retail and Hospitality Transportation and Logistics Manufacturing and Supply Chain Energy and Utilities Healthcare Education PAGE 4 .
We are recognized as a technology leader with an exceptional solutions portfolio in the products and services we offer.SOLUTIONS THAT EMPOWER PORTFOLIO With over 80 years of industry experience and our commitment to be your end-to-end solution provider. PRODUCTS TWO-WAY RADIOS MOBILE COMPUTING WLAN DATA CAPTURE PRIVATE BROADBAND APPLICATIONS SYSTEMS SERVICES PROFESSIONAL SERVICES INTEGRATION SERVICES SUPPORT SERVICES MANAGED SERVICES PAGE 5 . you can count on us for all of your mission-critical communication needs.
Key competencies include: n Technology research n Portfolio management n Market research n Driving focused innovation n Helping to ensure that processes required for the Quality Management System are established. They are chartered with providing end-to-end solutions for our customers through ongoing research and development with input received directly from customers. Key areas of focus include: TECHNOLOGY OFFICE This team is equipped with a powerful combination of capabilities. and work closely with other Motorola Solutions teams to ensure alignment to your needs and business issues. proactively respond to new market trends and opportunities. BUSINESS OPERATIONS This team is responsible for world-class manufacturing. driving IT strategies and project priorities. help ensure on-time delivery. manage costs. Our global services range from infrastructure design to detailed systems integration to fully managed next-generation networks. and technical and field support services QUALITY AND CUSTOMER ADVOCACY OFFICE This team represents global management of our Quality Management System and is supported by leaders across all businesses. distribution. Our quality initiatives are designed to provide you dependable products and services. n Enable partners to differentiate their business within the value based PartnerEmpower program n Act as trusted advisors to help solve your business problems n Design. builds. Through Motorola Solutions’ unique Sales Way. as well as industry and market trends. cost structure alignment and transformational activities. integration. SALES AND FIELD OPERATIONS This team is your regional focal point. Quality and Customer Advocacy. designed to provide support to all areas of the business with regard to emerging opportunities. We help you build value. and exceed your expectations in everything we do. Our business teams are aligned around customer requirements so that we continually anticipate. Our Go-To-Customer Model ensures we serve your distinct needs through both our direct sales and our PartnerEmpower channel program. Highlights of the team include: PRODUCT AND BUSINESS OPERATIONS PRODUCT DEVELOPMENT This team is responsible for the management of our product portfolio including the design and development of hardware and software solutions. building consistent platforms. and prepare for the future. we develop an understanding of your business issues. cost-effective products and solutions. support center. manages and secures communication solutions. meet. analysis. and provide reliable support so you can rise to the moment—and be your best when it matters most. The charter of this team is to ensure that employees are engaged and committed to a customer-centric business model and that all employees focus on meeting and exceeding customer expectations in everything we do.ORGANIZED FOR THE CHALLENGES OF TOMORROW Motorola Solutions is organized around a customer-centric business model that defines the overall interaction of processes in the organization. SERVICES OPERATIONS This team plans. and maintained n Providing senior leaders with metrics. Sales and Field Operations. and recommendations for continued improvements of our Quality Management System n Providing a customer view and voice of customer data throughout the organization n Integrating product architectures to support solutions for government and enterprise customers n Driving overall regulatory compliance and standard activities PAGE 6 . and provision of your specific solutions n Provide order administration and logistics. implemented. Business Operations. and repair operations focused on achieving on-time delivery of high-quality.
QUALITY MANAGEMENT SYSTEM CUSTOMER-CENTRIC MODEL The Motorola Solutions Quality Management System is based on a process approach and has four main areas of focus: n Customer Requirements n Organization structure n Products. DESIGN & VALIDATE Map Support Teams Customer Specific Design Concept Approval and Testing Review and Refine Solution QUALITY MANAGEMENT SYSTEM OPERATING PROCESSES DELIVER DEVELOP STRATEGY DELIVER: SECURE. systems. and incorporate other standards as appropriate for our business environment. and channel management n Sales and support functions n Outsourced. Services. Our Customer-Centric Business Model defines the overall interaction of the processes throughout our organization—placing customer requirements at the center. Each function within the model implements and maintains relevant processes. and conducts reviews to help ensure that every process is operating in accordance with our Quality Management System and our customers’ requirements. Integrate and Distribute Install and Commission Educate and Train Manage and Monitor Operate networks Expand Opportunities: Customer Review Strengthen Commitment Uncover Future Opportunities End of Life Take-back Recycling Program* PERFORMANCE MANAGEMENT PRODUCT LIFE CYCLE DEFINE PRODUCT COMPLIANCE MANAGEMENT QUALITY LEARNING SUPPORTING PROCESSES *Not available in all countries. PAGE 7 . and Supporting processes to focus on external customer requirements while driving improvements on internal processes. it ensures we become your trusted partner by anticipating. Build. meeting and exceeding your expectations in everything we do. EXECUTE & EXPAND Secure Commitments Execute Deliverables: Procure. distribution. third party processes MOTOROLA SOLUTIONS GO-TO-CUSTOMER MODEL MANAGEMENT PROCESSES PURPOSE AND PROMISE CUSTOMER ADVOCACY DEVELOP: PROSPECT & POSITION Research and Understand Customer Requirements Demonstrate Vertical Market Experience Develop Potential Opportunities Shape the Concept DEFINE: ALIGN. services and solutions n Manufacturing. and Solutions provided n Applicable standards requirements We use ISO 9001 as the primary standard for our Quality Management System. Centered around our customers. The business model aligns our Management. Operating. The Quality Management System applies to global Motorola Solutions processes including: n Strategy and business development n Design and development of products.
These include: PERFORMANCE MANAGEMENT This process is designed to align employees’ goals with Motorola Solutions’ strategic objectives. PRICE AND SUPPORT. These teams also understand the competitive landscape and how the full breadth of Motorola Solutions products. ” WHAT MADE MOTOROLA “ PAGE 8 THE RIGHT CHOICE? QUALITY. drive and accountability so that we are your trusted partner. RELIABILITY. passion. OPERATING PROCESSES Core activities are implemented on a daily basis to ensure we are ready to anticipate. DESIGN & VALIDATE Product and Business Operations works with our Sales and Field Operations teams to help ensure that Motorola Solutions’ resources are aligned to uncover and provide customer specific solutions for all products. and operate your network. Lean Six Sigma principals and methodologies are used for manufacturing and distribution through our Supply Chain and Operations teams. and solutions meet the customers’ requirements. The process evaluates the values and leadership behaviors that each employee is held accountable to—including innovation. They include: n Driving customer advocacy by actively listening to voice of the customer and industry data n Resource planning and development n Performance reviews against objectives n Continual improvement through our Quality Management System SUPPORTING PROCESSES Methodologies and tools are used internally to drive the implementation of the Quality Management System and identify opportunities for continual improvement.MANAGEMENT PROCESSES As a Motorola Solutions customer you have our promise that we will provide innovative solutions that will help you mobilize and connect your teams in the moments that matter most. Project management teams within Sales and Field Operations control the installation and commissioning of products and services. Our teams also provide educational and training opportunities when required to help ensure customer understanding of our products. PRODUCT COMPLIANCE AND PRODUCT LIFE CYCLE MANAGEMENT These processes help or are designed to ensure that products comply with required specifications and standards. and exceed your expectations in everything we do so we can continually provide dependable products and services. and helps make certain you have the resources you need to manage and monitor your system. EXECUTE & EXPAND Sales and Field Operations help ensure customer orders are received and verified prior to executing deliverables. maintain and repair when needed. Vice President of IT Hancock-Wood Electric Cooperative . including integration with third party suppliers. services. testing. DELIVER: SECURE. services. QUALITY LEARNING Encourages employees to develop critical quality skills and improve overall quality performance by completing training and testing through white and yellow badge certification. as well as measure employees’ overall performance. DEFINE: ALIGN. and that we have the necessary measures in place for continual improvement to support the complete life cycle of products. meet. Reliable support is provided through all business functions. Our management processes set the overall strategy for the organization to ensure all teams are in alignment towards our strategic goals and objectives. and solutions. including services and solutions. and reliable support. Take-back programs are offered to responsibly recycle or dispose of end-of-life equipment. on-time delivery. Together they work to help ensure customer requirements are met through design concepts. and validation of requirements. DEVELOP: PROSPECT & POSITION Sales and Field Operations teams are responsible for understanding our customers’ business objectives and challenges in order to develop opportunities for a successful relationship.
wireless networks and accessories. Factors that influence change include: n Strategy and objective modifications n Legal requirements and risks: contractual. products. and withdrawn as required by the changing needs of the organization. In these situations. distribution. have dedicated personnel to support each business function. processes are established. QUALITY RECOGNITION Nominations are made by employees to reward individuals or teams that make significant contributions to the organization by improving quality and ultimately improving customer satisfaction. and repair of radio solutions. design/development. and corrective actions are taken and verified using the closed loop process. Motorola Solutions manages the products or services supplied to ensure we are delivering on our customers’ expectations. forums. As we focus on continual improvements. and the effectiveness of our Quality Management System through the use of the following: n Motorola Solutions’ Quality Policy n Customer feedback n Goals and objectives identified on performance scorecards n Management and operational reviews n Internal and external audits n Performance measurements and evaluations DOCUMENT CONTROL To support our Quality Management System. system integration.QUALITY MANAGEMENT SYSTEM DESIGNED FOR CONTINUAL IMPROVEMENT Motorola Solutions management drives implementation and continually improves its business processes. Business functions that fall into this category include: n Human Resources n Information Technology n Legal n Marketing n Procurement Additionally. enterprise solutions. and achieve effective sustainable results for our customers. manufacturing. we rely on third party suppliers to fulfill some of our business requirements. Quality Manual Business Function Global Procedures Regional Procedures Work Instructions Support Documents Additionally. Audit results are documented. PAGE 9 . prototyping. statutory. implemented. amended. and support the Quality Management System process. The following programs are also in place to help foster an atmosphere of continual improvement and dedication to quality: LEAN SIX SIGMA Applies key methodologies and processes across the organization including product development in order to reduce or eliminate variation and waste. QUALITY AUDITS Audits are conducted regularly by trained internal and external auditors. there are programs focused on continual improvement designed to share knowledge. system solutions. These business groups are governed by Motorola Solutions policies. Motorola Solutions implements a multipart document control structure. Employees are encouraged to submit ideas and improvement efforts via employee surveys. coordinate activities. there are specialized services to support the business functions in accordance with process requirements. and other engagement efforts. services. SCOPE OF ISO 9001 CERTIFICATION Sales. stakeholder n Technology needs In addition to Sales and Field Operations and Product and Business Operations.
We also have a strong commitment to improving social and environmental conditions in our supply chain. in 2011 we helped launch the Solutions for Hope project. such as switching to daytime cleaning at our major offices. n Receiving certification at key Motorola Solutions sites throughout the world to be certified to ISO 14001 Environmental Health and Safety Standard. such as the Carbon Disclosure Project. PAGE 10 . Some of the ways we are working to help create a greener.STANDING UP FOR THE ENVIRONMENT Motorola Solutions is taking action to solve the problem of climate change. n Setting a goal of increasing our recycling rate to 90 percent by 2015. helping to improve our environmental footprint as well as our customers’. that promote awareness and encourage us to be transparent about our actions and improve our own performance. You can be confident that Motorola Solutions will be your trusted partner in being part of the greater solution. n Purchasing 22 percent of our energy from renewable energy credits in 2012. For example. We also expect fair and responsible behavior from our suppliers. and we are seizing it. We strive to be a good environmental steward. healthier environment include: n Using environmentally preferred materials in our products and reducing packaging. n Making our products more energy efficient in operation and stand-by mode. The moment is now. n Identifying ways to reduce energy use. a pilot initiative to source conflict-free tantalum from the Democratic Republic of Congo to be used in Motorola Solutions products. We are involved in voluntary climate change programs.
IL 60196 www. 1301 East Algonquin Road Schaumburg. Inc. Motorola Solutions and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings. MOTO.com MOTOROLA. LLC and are used under license.Motorola Solutions. All other trademarks are the property of their respective owners. © 2012 Motorola. All rights reserved. RO-99-2216-April 2012 .motorolasolutions. Inc.
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