Tqm final12

QUEST FOR QUALITY AT

MOTOROLA

BY : ABHIMANYU , DEEPTODIP , SUDHANSHU

Case brief Problem statement Approach to the problem- company perspective Possible TQM tools used Examples of TQM practices implemented in the case Indian Scenario Questions from the case Milestones in the history of Motorola Key Learnings

Contents

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Total Customer Satisfaction (TCS) competition and Motorola

Need for TCS Competition

Objectives of the TCS competition1. Renew emphasis on the participative process at

all levels of the organization2. Recoznising and reward3. Continuous improvement4. Demonstrate the power of focused team effort5. Communicate the efforts to others

How it works

Case brief


Scoring criterion1. Project selection2. Team work3. Analysis4. Remedies5. Results6. Institutionalization7. Presentation

The real reward is actually high consist of sharing stage with some of the big guns of the company and the life time opportunity of meeting with the higher management levels

Sharing the knowledge of TQM

Cont…..


After winning the “Malcome Baldridge National Quality Award” they want to carry on the

momentum of continuous quality improvement

Problem statement


• TCS competition across the country• Supporting the cross functional practices• Rewarding the work forces• Building a trust across the organization• Motivating the suppliers to perform quality task• Employee empowerment• Communicating the experiences with their

competitors

Approach to the problem- company’s perspective


Problem solving tools• PDCA• 7QC tools

Possible TQM tools used


• A team from automotive energy group from Texas saves $1.8millions by reducing polyamide delimitation for electronic circuits in six months

• Another cross functional team from Hong Kong increases production capacity by 50 % in eight months and also solved a design problem

• Land mobile product sector in Schaumberg created a cartoon character to increases every aspect of customer satisfaction

• A team from manufacturing plant saves $6.1 million by developing new packaging standards and eliminating a hidden cost of $1.2 million

Examples of TQM practices implemented in the case


QC Story • How it is prepared?• Example from WABCO TVS ( Sundaram

Clayton Limited)

Indian Scenario


• Question no. 1 People are the most important assets

Steps for maintaining the asset Employ empowerment Reorganization of efforts Rewarding the efforts Making others aware of the good

practices across the company To make them feel more valued and

attached to the company

Questions from the case


• Question no. 2 Members of cross functional team are experts of their own

fields Combination of different skill sets Way of working is different then the traditional style and

can be done in a project form TCS competition is one of the way Motorola used to

promote the cross functional team They also encourage the people to work in team by many

training programs Motorola University also contributes to encourage the

same


• Question no. 3TCS type competition encourages

the team workRewarding people always

motivate them to work hardEducating and Valuing the lower

level work force spreads quality from root level


• Question no. 4

Definition of culture: Culture refers to a system of shared norms, beliefs , values and assumptions which binds people together thereby creating shared meaning

Quality assurance always requires discipline and trust in the organization

Every single small level should be valued equally in the Quality Assurance process

Every single employee should think about a single goal of quality improvement

Formation of CFT and the intensity of participation in TCS shows the adoption at levels


• Question 5Motorola’ s TCS competition is one of the

initiative for continuous improvement-Never Good Enough

Company has a history of sharing the best quality practices with all of its employees across the world

All participants in the finals were awarded


• Question no. 6Freedom to take independent decisionsOwnership of the product and the processRecognition for improvement and innovationCompetition among teamsEqual treatment


• Question no. 7Matrix structure is suitable for MotorolaMatrix structure groups employees by both

function and product. This structure can combine the best of both separate structures. A matrix organization frequently uses teams of employees to accomplish work, in order to take advantage of the strengths, as well as make up for the weaknesses, of functional and decentralized forms


Milestones in the history of Motorola

• 1986 Motorola invents Six Sigma• 1987 Motorola sets first ambitious Six Sigma

goals• 1988 Motorola receives the Malcolm Baldrige

National Quality Award• 1991 Motorola certifies first Six Sigma black

belts• 1992 other leading organizations begin to

adopt Six SigmaRajiv Gandhi Institute Of Petroleum Technology

• 1999 Motorola university offers Six Sigma consulting & training services

• 2002 Motorola university offers green & black belt certification

• 2002 the new Six Sigma• 2003 Motorola continues to innovate using six

sigma• 2004 Motorola’s Six Sigma efforts are rewarded

again


Doc.

Key Learnings

• Quality pays• Company’s culture supports

quality• Employee empowerment is a key

to quality assurance• Quality at every level ---

suppliers, dealers• Knowledge sharing promotes

qualityRajiv Gandhi Institute Of Petroleum Technology

Tqm final12

Technology

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