quality manual motorola
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world class quality managementTRANSCRIPT
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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
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GE 1
DEPENDABLE
PRODUCTS
AND SERVICES
CUSTOMER-CENTRIC
SOLUTIONS
ON-TIME DELIVERY
RELIABLE SUPPORT
TRUSTED QUALITY
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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
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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
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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.
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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
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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.
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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.
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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.
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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
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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.
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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