Quality Manual Motorola

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world class quality management

Text of Quality Manual Motorola

  • QUALITY MANUALCUSTOMERS ARE AT THE CENTER OF EVERYTHING WE DO MOTOROLA SOLUTIONS ENSURES DEPENDABLE PRODUCTS AND SERVICES, CUSTOMER-CENTRIC SOLUTIONS, ON-TIME DELIVERY, AND RELIABLE SUPPORT

  • PAGE 1

    DEPENDABLE PRODUCTS AND SERVICES

    CUSTOMER-CENTRIC SOLUTIONS

    ON-TIME DELIVERY

    RELIABLE SUPPORT

    TRUSTED QUALITY

  • PAGE 2

    RIGHT NOW DAYS FROM NOW MONTHS AND YEARS FROM NOW

    OUR COMMITMENT TO QUALITY HELPS MAKE YOUR MOMENT SUCCESSFUL

    The senior leadership team at Motorola Solutions is committed to providing you with quality products, services, and solutions that meet and exceed your expectations. In order to ensure that our quality initiatives drive continual improvements, 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

    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, and to ensure that customers are at the core of everything we do. 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.

    Mike RhodesQuality and Customer Advocacy

    OUR QUALITY POLICY

    Motorola Solutions is committed to quality.

    We strive to earn your trust by consistently providing dependable products and services, on-time delivery, and reliable support for all your mission-critical applications.

    We foster a culture of innovation and accountability that helps ensure our quality management system is continually improving to anticipate, meet, and exceed your expectations in everything we do. Our reputation and quality heritage represent our continued commitment to be your complete solutions provider.

    TRUSTED QUALITY

  • PAGE 3

    COMPANY OVERVIEW Motorola Solutions is a leading provider of mission-critical communication solutions focused on government and enterprise markets. You can be assured when you select Motorola Solutions you are selecting a premier solution provider in the markets we serve.

    Motorola Solutions is a global company with a history of quality and innovation at its core. Highlights of our company footprint include:

    n Primary R&D in 6 countries

    n Primary Manufacturing in 3 countries

    n Employees in 65 countries

    n Sales in over 100 countries

    n 1,700 Direct sales representatives

    n 20,000 Channel partners

    WHEREVER THE MOMENT, MOTOROLA SOLUTIONS IS THERE

    THIS IS ONE OF THE FEW WORRY-FREE DEVICES WE HAVE DEPLOYED. I CAN HONESTLY SAY THAT I AM NOT AWARE OF A SINGLE REPAIR TO DATE THE QUALITY HAS BEEN EXCELLENT.

    Rick Brown Director of IT/MIS Services Rooms To Go

    Primary R&D Centers

    Primary Manufacturing

    ISRAEL

    POLAND

    INDIA

    UNITED STATES

    MALAYSIA

    MEXICO

    CHINA

  • MOMENTS THAT DEFINE USMotorola 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. Here are some of the highlights:

    1983LS 7000 Laser Bar Code Scanner

    PAGE 4

    Government Retail and Hospitality

    Transportation and Logistics

    Manufacturing and Supply Chain

    Energy and Utilities

    Healthcare Education

    2005MOTOMESH Broadband Radio Network

    1930Consumer and Public Safety Car Radio

    1973Worlds 1st Portable Cellular Demonstration

    1940Handie-Talkie Two-Way Radio

    1969Radio Transponder Relays 1st Words From the Moon

    1986Invented Six Sigma Quality Process

    19911st Laser-Scannable Two-Dimensional Bar Code

    20021st Wireless Switch

    20022nd Malcolm Baldrige National Quality Award

    1988Malcolm Baldrige National Quality Award

    20001st 700 MHz Public Safety Data Network

    2008APX Multi-Band Two-Way Radio

    1972MODAT Vehicular Data Radio System

    1999National Medal of Technology

    2004National Medal of Technology

    19901st Commercial Spread Spectrum WLAN

    2010ES400 Global Enterprise Digital Assistant

    19911st Narrowband Digital Public Safety Radio System

    19431st FM Portable Two-Way Radio

    20081st LTE 700 MHz Data Session

    2010Next Generation MC9500 Mobile Computer

    2006MOTOTRBO Professional Digital Radio

    TODAYET1 Tabletand RhoelementsWeb-basedApplication Framework

    TODAYLEX700 Mission Critical Handheld

    AROUND THE GLOBE

    HELPING CUSTOMERSBE THEIR BESTWhether you are a government or enterprise customer, Motorola Solutions supports your business requirements with 1,700 direct sales representatives and 20,000 channel partnersmaking sure you have the support you need when it matters most.

  • SOLUTIONS THAT EMPOWER PORTFOLIOWith over 80 years of industry experience and our commitment to be your end-to-end solution provider, you can count on us for all of your mission-critical communication needs. We are recognized as a technology leader with an exceptional solutions portfolio in the products and services we offer.

    SERVICES

    PROFESSIONAL SERVICES

    INTEGRATION SERVICES

    SUPPORT SERVICES

    MANAGED SERVICES

    PRODUCTS

    TWO-WAY RADIOS MOBILE COMPUTING

    WLAN DATA CAPTURE

    PRIVATE BROADBAND APPLICATIONS

    PAGE 5

    SYSTEMS

  • PAGE 6

    ORGANIZED FOR THE CHALLENGES OF TOMORROW

    SALES AND FIELD OPERATIONS This team is your regional focal point. Through Motorola Solutions unique Sales Way, we develop an understanding of your business issues, proactively respond to new

    market trends and opportunities, and work closely with other Motorola Solutions teams to ensure alignment to your needs and business issues. 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:

    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, integration, and provision of your specific solutions

    n Provide order administration and logistics, 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. 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.

    Key areas of focus include:

    n Helping to ensure that processes required for the Quality Management System are established, implemented, and maintained

    n Providing senior leaders with metrics, analysis, and recommendations for continued improvements of our Quality Management System

    n Providing a customer view and voice of customer data throughout the organization

    PRODUCT AND BUSINESS OPERATIONS PRODUCT DEVELOPMENTThis team is responsible for the management of our product portfolio including the design and development of hardware and

    software solutions. They are chartered with providing end-to-end solutions for our customers through ongoing research and development with input received directly from customers, Sales and Field Operations, Business Operations, Quality and Customer Advocacy, as well as industry and market trends.

    SERVICES OPERATIONSThis team plans, builds, manages and secures communication solutions. We help you build value, manage costs, and prepare for the future. Our global services range from infrastructure design to detailed systems integration to fully managed next-generation networks.

    BUSINESS OPERATIONS This team is responsible for world-class manufacturing, distribution, support center, and repair operations focused on achieving on-time delivery of high-quality, cost-effective products and solutions.

    TECHNOLOGY OFFICE This team is equipped with a powerful combination of capabilities, designed to provide support to all areas of the business with regard to emerging opportunities, building

    consistent platforms, driving IT strategies and project priorities, cost structure alignment and transformational activities.

    Key competencies include:

    n Technology research

    n Portfolio management

    n Market research

    n Driving focused innovation

    n Integrating product architectures to support solutions for government and enterprise customers

    n Driving overall regulatory compliance and standard activities

    Motorola Solutions is organized around a customer-centric business model that defines the overall interaction of processes in the organization. Our business teams are aligned around customer requirements so that we continually anticipate, meet, and exceed your expectations in everything we do.

    Our quality initiatives are designed to provide you dependable products and services, help ensure on-time delivery, and provide reliable support so you can rise to the momentand be your best when it matters most.

  • MANAGEMENT PROCESSES

    SUPPORTING PROCESSES

    PURPOSEAND PROMISE

    QUALITY MANAGEMENT SYSTEM

    CUSTOMER ADVOCACY

    STRATEGY

    PRODUCT COMPLIANCE MANAGEMENT

    PERFORMANCE MANAGEMENT

    PRODU