Motorola’s approach to process design & their achievement in reaching high quality & performance

By - Kazi Irfan

Motorola history

The foundation for Motorola was laid by an resident of Illinois, state in north-central United States. Paul V. Galvin & Edward Stewart starting with a storage battery in 1921. Galvin, then began working on a new car radio receiver in 1929 & introduced the world's first commercially feasible car radio. The product was named Motorola, a combination of the words of "motor" and "victrola." Later, the company created a hand-held, two-way radio, known as the "handie-talkie," for the U.S. military.


Motorola’s history..

They made the equipment that carried the first words from the moon in 1969. They led the communications revolution with the first commercial handheld cellular phone in 1983 and the first all-digital high-definition television (HDTV) in 1990. Motorola invented the Six Sigma quality improvement process in 1986. Six Sigma provided a common worldwide language for measuring quality and became a global standard.


Motorola’s product
It includes;  Software-enhanced wireless telephone, Two-way radio, messaging and Satellite communications products and systems, Networking and Internet-access products for consumers, Network operators and commercial, Government and Industrial customers.

Embedded semiconductor solutions for customers in the consumer, Networking and Computing, Transportation, and Wireless communications markets. Electronic systems for Automotive communications, Manufacturing systems, Computer & consumer markets.

Steps taken by Motorola
 In

1981, the Motorola Training and Education Center (MTEC) was established, educating their employees in quality process and participative management skills. benchmarking study revealed that while Motorola made significant steps in quality, as they could compete with the Japanese by creating products that were of equal and higher quality. It was out of this realization that the Six Sigma quality initiative was born in them.

 1986

Motorola approach to Process Design
• • • • • •

Identify the type of product or service : What is the purpose of the process? Identify the customer : How does the process creates customer satisfaction? Identify the supplier : What is our need & from where can we get it? Identify the process : What steps or tasks are performed & what are the i/p & o/p for each step? Mistake-proof the process : How to eliminate or simplify the tasks & prevent defects & errors? Develop measurements and control & improvement goals : How to evaluate the process & how to improve further?

High Quality achievement

 

Motorola had a good process design, which focuses on the prevention of poor quality by ensuring that goods & services meet both external & internal customers. They had a Standardized process established, which had a consistency in o/p. They use to get feedbacks from customer on regular basis, which helped them in controlling & monitoring on process which helps in achieving a high quality product. Before Six Sigma, quality levels were measured in percentages, or parts per hundred. Later when Motorola invented Six Sigma to raise the bar and focus, the quality debate was on parts per million, and in some cases, parts per billion. Today, through Six Sigma Motorola’s quality target is 99.99966%, or 3.4 defects per million opportunities.

High Quality achievement (Cont’d)

common model of group collaboration at Motorola is the use of cross-functional teams to complete tasks. Workers from different departments like Sales, Engineering, Market, and R&D often combined to work jointly on projects.


High Performance achievement
 It

is evident Motorola encourages creativity and innovation from their employees, and this has contributed greatly to the organization’s success.  Because of cross-functional teams, cycle times have reduced by 60%-70% in engineering and manufacturing areas and 90%-95% in administrative and service processes. They have also seen that combining knowledge and diverse perspectives of several departments often leads to more creative solutions than traditional methods

High Performance achievement (Cont’d)
 Motorola

continues to pursue its comprehensive learning strategy, the learning solutions to reach all Motorolans with "the right knowledge, at the right time, anywhere in the world".  A key strategic element is providing tools for instructional designers and subject matter experts to easily create on-line learning.  Motorola’s creative plan include employee empowerment, participative management, team collaboration, and innovative education and training helped them in performing better.

Motorola’s step towards Quality & Six sigma has clearly been a driving force behind Motorola’s prosperity. Over the years, Motorola has proven itself to be revolutionary through their process design which has helped them to achieve a remarkable quality & performance.



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