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EXECUTIVE SUMMARY Motorola is one of the worlds leading providers of wireless communications semiconductors and advanced electronic systems components and services Major equipment businesses include cellular telephone two-way radio paging and data communications personal communications automotive defense and space electronics and computers Motorola semiconductors power communication devices computers and millions of other products However in the early 1980s the onslaught of Japanese firms penetrating the US market with low-priced high-quality mobile telecommunication devices shook Motorola from its complacency in being the No 1 Faced with aggressive Japanese companies Motorola began a serious effort to address the competition and reinvent itself from top to bottom This study had identified Total Customer Satisfaction at the forefront of Motorolas goals Specific objectives are 1 to achieve Competitive Advantage by becoming Best in its class 2 to regain lost market share and expand globally and 3 to achieve Superior Financial Bottomlines and improve Shareholder Value The study focused on satisfying the customer satisfaction by meeting the specific objectives Foremost was to modify the organizational direction of Motorola towards a Quality Path A product with superior quality makes a satisfied customer Hence the study aimed to establish a Total Quality Improvement for Motorola Methods employed in developing a Quality Improvement Program were 1 an appropriate Training and Education Mix 2 Benchmarking and Best-Practices Modeling and 3 setting attaining a new standard of quality known as the Six Sigma Quality Six Sigma is a quality measure of near perfection 34 Defective Parts Per Million DPPM Motorola achieved Six Sigma quality excellence and was awarded the Malcolm Baldrige Quality Award in 1988 Other initiatives undertaken to deliver quality and customer satisfaction were 1 Total Cycle Time Reduction 2 Product Manufacturing and Environmental Leadership 3 Profit Improvement and 4 Empowerment for Members of the Organization Finally the study recommended a global cost leadership strategy attained primarily through Motorolas quality achievements and continuing quality improvement program and thereby effectively throwing the challenge at the
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