Quality Manual Motorola

7/16/2019 Quality Manual Motorola

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QUALITY MANUALCUSTOMERS

ARE AT THE CENTEROF EVERYTHING WE DOMOTOROLA SOLUTIONS ENSURES DEPENDABLE PRODUCTS AND SERVICES,

CUSTOMER-CENTRIC SOLUTIONS, ON-TIME DELIVERY, AND RELIABLE SUPPORT



GE 1

DEPENDABLE

PRODUCTS

AND SERVICES

CUSTOMER-CENTRIC

SOLUTIONS

ON-TIME DELIVERY

RELIABLE SUPPORT

TRUSTED QUALITY



RIGHT NOW…

DAYS FROM NOW …

MONTHS AND YEARS FROM NOW …

OUR COMMITMENT TO QUALITYHELPS 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 absolutebest of their abilities to provide you with the quality you expect from a trusted

solution provider.

Mike Rhodes

Quality 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 forall 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



GE 3

COMPANY OVERVIEWMotorola 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 areselecting 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 BrownDirector of IT/MIS ServicesRooms To Go

“

”

Primary R&D Centers

Primary Manufacturing

ISRAEL

POLAND

INDIA

UNITED STATES

MALAYSIA

MEXICOCHINA



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:

1983

LS 7000 LaserBar CodeScanner

Government Retail

and Hospitality

Transportation

and Logistics

Manufacturing

and Supply Chain

Energy

and Utilities

Healthcare Education

2005

MOTOMESHBroadbandRadioNetwork

1930

Consumerand PublicSafety CarRadio

1973

World’s 1stPortable CellularDemonstration

1940

Handie-TalkieTwo-WayRadio

1969

Radio TransponderRelays 1st WordsFrom the Moon

1986

InventedSix SigmaQualityProcess

1991

1stLaser-ScannableTwo-DimensionalBar Code

2002

1stWirelessSwitch

2002

2nd MalcolmBaldrige NationalQuality Award

1988

Malcolm BaldrigeNational QualityAward

2000

1st700 MHzPublic SafetyData Network

2008

APXMulti-BandTwo-WayRadio

1972

MODATVehicular DataRadio System

1999

National Medalof Technology

2004

NationalMedal ofTechnology

1990

1st CommercialSpread SpectrumWLAN

2010

ES400GlobalEnterpriseDigitalAssistant

1991

1st NarrowbandDigital PublicSafety RadioSystem

1943

1stFM PortableTwo-WayRadio

2008

1stLTE700 MHzDataSession

2010

NextGenerationMC9500MobileComputer

2006

MOTOTRBOProfessionalDigitalRadio

TODAY

ET1 TableandRhoelemeWeb-baseApplicatioFramewo

TODA

LEX70MissiCriticHand

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 partners—making sure

you have the support you need when it matters most.



SOLUTIONS THAT EMPOWERPORTFOLIOWith 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

GE 5

SYSTEMS



ORGANIZED FOR THECHALLENGES OF TOMORROW

SALES AND FIELD OPERATIONSThis 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 PartnerEmpowerchannel 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 specic solutions

n Provide order administration and logistics, and technical and

eld support services

QUALITY AND CUSTOMER ADVOCACY OFFICEThis 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 QualityManagement 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 OPERATIONSPRODUCT DEVELOPMENT

This team is responsible for the management of our product

portfolio including the design and development of hardware an

software solutions. They are chartered with providing end-to-end solutions

our customers through ongoing research and development with input recei

directly from customers, Sales and Field Operations, Business Operations,

Quality and Customer Advocacy, as well as industry and market trends.

SERVICES OPERATIONS

This 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 delive

of high-quality, cost-effective products and solutions.

TECHNOLOGY OFFICEThis 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 denes 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 s

you can rise to the moment—and be your best when it matters most.



MANAGEMENT PROCESSES

SUPPORTING PROCESSES

PURPOSE

AND PROMISE

QUALITY

MANAGEMENT

SYSTEM

CUSTOMER

ADVOCACY

STRATEGY

PRODUCT

COMPLIANCE

MANAGEMENT

PERFORMANCE

MANAGEMENT

PRODUCT

LIFE CYCLE

QUALITY

LEARNING

DELIVER DEVELOP

DEFINE

OPERATING PROCESSES

GE 7

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, Services, and Solutions provided

n Applicable standards requirements

The Quality Management System applies to global Motorola Solutions

processes including:

n Strategy and business development

n Design and development of products, systems, services

and solutions

n

Manufacturing, distribution, and channel management

n Sales and support functions

n Outsourced, third party processes

We use ISO 9001 as the primary standard for our Quality Management

System, and incorporate other standards as appropriate for our business

environment.

Our Customer-Centric Business Model denes 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.

The business model aligns our Management, Operating, and Supporting

processes to focus on external customer requirements while driving

improvements on internal processes. Centered around our customers,

it ensures we become your trusted partner by anticipating, meeting

and exceeding your expectations in everything we do.

QUALITY MANAGEMENT SYSTEMCUSTOMER-CENTRIC MODEL

MOTOROLA SOLUTIONS

GO-TO-CUSTOMER MODEL

DEVELOP: PROSPECT & POSITION

Research and Understand Customer Requirements

Demonstrate Vertical Market Experience

Develop Potential Opportunities

Shape the Concept

DEFINE: ALIGN, DESIGN & VALIDATE

Map Support Teams

Customer Specic Design

Concept Approval and Testing

Review and Rene Solution

DELIVER: SECURE, EXECUTE & EXPAND

Secure Commitments

Execute Deliverables:

Procure, Build, Integrate and Distribute

Install and Commission

Educate and TrainManage and Monitor

Operate networks

Expand Opportunities:

Customer Review

Strengthen Commitment

Uncover Future Opportunities

End of Life Take-back Recycling Program*

*Not available in all countries.



WHAT MADE MOTOROLA

THE RIGHT CHOICE?

QUALITY,

RELIABILITY,

PRICE AND SUPPORT.

Vice President of ITHancock-Wood Electric Cooperative

“

”

MANAGEMENT PROCESSESAs 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. Our management processes set the overall strategy

for the organization to ensure all teams are in alignment towards our strategic

goals and objectives. 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

OPERATING PROCESSESCore activities are implemented on a daily basis to ensure we are ready to

anticipate, meet, and exceed your expectations in everything we do so we cancontinually provide dependable products and services, on-time delivery, and

reliable support.

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. These teams also understand the competitive

landscape and how the full breadth of Motorola Solutions products, services,

and solutions meet the customers’ requirements.

DEFINE: ALIGN, 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 specic solutions for all products, including services

and solutions. Together they work to help ensure customer requirements are

met through design concepts, testing, and validation of requirements.

DELIVER: SECURE, EXECUTE & EXPAND

Sales and Field Operations help ensure customer orders are received and

veried prior to executing deliverables. Lean Six Sigma principals and

methodologies are used for manufacturing and distribution through our Supply

Chain and Operations teams.

Project management teams within Sales and Field Operations control the

installation and commissioning of products and services, including integration

with third party suppliers. Our teams also provide educational and training

opportunities when required to help ensure customer understanding of our

products, services, and solutions.

Reliable support is provided through all business functions, and helps make

certain you have the resources you need to manage and monitor your system,

maintain and repair when needed, and operate your network. Take-back

programs are offered to responsibly recycle or dispose of end-of-life equipment.

SUPPORTING PROCESSESMethodologies and tools are used internally to drive the

implementation of the Quality Management System and identify

opportunities for continual improvement. These include:

PERFORMANCE MANAGEMENT

This process is designed to align employees’ goals with Motoro

Solutions’ strategic objectives, as well as measure employees’

overall performance. The process evaluates the values and

leadership behaviors that each employee is held accountable

to—including innovation, passion, drive and accountability so

that we are your trusted partner.

PRODUCT COMPLIANCE AND PRODUCT LIFE CYCLEMANAGEMENT

These processes help or are designed to ensure that products

comply with required specications and standards, and that we

have the necessary measures in place for continual improvemento support the complete life cycle of products.

QUALITY LEARNING

Encourages employees to develop critical quality skills and

improve overall quality performance by completing training

and testing through white and yellow badge certication.



Motorola Solutions management drives implementation and continually

improves its business processes, products, 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 identied on performance scorecards

n Management and operational reviews

n Internal and external audits

n Performance measurements and evaluations

Additionally, there are programs focused on continual improvement

designed to share knowledge, coordinate activities, and achieve effective

sustainable results for our customers. 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. Audit results are documented, and corrective actions are

taken and veried using the closed loop process.

QUALITY RECOGNITION

Nominations are made by employees to reward individuals or teams

that make signicant contributions to the organization by improving

quality and ultimately improving customer satisfaction. Employees

are encouraged to submit ideas and improvement efforts via

employee surveys, forums, and other engagement efforts.

DOCUMENT CONTROLTo support our Quality Management System, Motorola Solutions

implements a multipart document control structure.

As we focus on continual improvements, processes are established,

implemented, amended, and withdrawn as required by the changing

needs of the organization. Factors that inuence change include:

n Strategy and objective modications

n Legal requirements and risks: contractual, statutory, stakeholder

n Technology needs

In addition to Sales and Field Operations and Product and Business

Operations, there are specialized services to support the business function

in accordance with process requirements. These business groups are

governed by Motorola Solutions policies, have dedicated personnel to

support each business function, and support the Quality Management

System process. Business functions that fall into this category include:

Additionally, we rely on third party suppliers to fulll some of our business

requirements. In these situations, Motorola Solutions manages the

products or services supplied to ensure we are delivering on our customers

expectations.

SCOPE OF ISO 9001 CERTIFICATIONSales, design/development, system solutions, services, prototyping,

manufacturing, distribution, system integration, and repair of radio

solutions, enterprise solutions, wireless networks and accessories.

GE 9

QUALITY MANAGEMENT SYSTEMDESIGNED FOR CONTINUAL IMPROVEMENT

QualityManual

Business FunctionGlobal Procedures

Regional Procedures

Work Instructions

Support Documents

n Human Resources

n Information Technology

n Legal

n Marketing

n Procurement



STANDING UP FORTHE ENVIRONMENTMotorola Solutions is taking action to solve the problem of climate

change. We strive to be a good environmental steward, helping to

improve our environmental footprint as well as our customers’.

Some of the ways we are working to help create a greener, healthier

environment include:

n Using environmentally preferred materials in our products

and reducing packaging.

n Setting a goal of increasing our recycling rate to90 percent by 2015.

n Making our products more energy efcient in operation

and stand-by mode.

n Purchasing 22 percent of our energy from renewable

energy credits in 2012.

n Identifying ways to reduce energy use, such as switching

to daytime cleaning at our major ofces.

n Receiving certication at key Motorola Solutions sites

throughout the world to be certied to ISO 14001

Environmental Health and Safety Standard.

We are involved in voluntary climate change programs, such as the

Carbon Disclosure Project, that promote awareness and encourage

us to be transparent about our actions and improve our own

performance.

We also have a strong commitment to improving social and

environmental conditions in our supply chain. For example, in 2011

we helped launch the Solutions for Hope project, a pilot initiative to

source conict-free tantalum from the Democratic Republic of Congo

to be used in Motorola Solutions products. We also expect fair and

responsible behavior from our suppliers.

You can be condent that Motorola Solutions will be your trusted

partner in being part of the greater solution. The moment is now, and

we are seizing it.



MOTOROLA, MOTO, Motorola Solutions and the Stylized M Logo are trademarks or registered trademarks of

Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their

respective owners. © 2012 Motorola, Inc. All rights reserved.

Motorola Solutions, Inc.

1301 East Algonquin Road

Schaumburg, IL 60196

www.motorolasolutions.com

RO 99 2216 A il 2012