CASE STUDYMotorola’s quest for quality

PRESENTED BY:

ANANT 201ANSHUL 205ARPIT 208

Total Customer Satisfaction(TCS) A world-wide competition

for Motorola’s employees

A platform to showcase the quality achievements

An alternative to carry the momentum after MBNQA

Includes around 65000 employees organization

How It works? Preliminary contest at motorola business

units Selection for final round 12 min to present the achievement Final winners get a chance to present to

senior executivesCriterion of evaluation? Project selection (1.0) Team Work(1.0) Analysis(2.0)

Remedies(2.0) Results(2.0) Institutionalization(1.5) Presentation(0.5)And -1/min for over time taken for

presentation

All this is for what???

Q1.Most important asset and how to maintain it?

In a knowledge based company like this,

Of course it is ‘Human asset!’

Quality can only be understood by humans and

not by machines

So maintaining this asset effectively is necessary to

ensure ‘Quality’ i.e customer satisfaction

How the asset maintained?

TCS competition shows everyone

is valued weather you are a factory worker or project

leader if you could contribute

to quality

Train the employees in

quality and team work

Company chief executives’

interactions with participating

teams.

Q2. Cross-functional teams and their promotion

Can’t a marketing guy tell you what should be the packaging style to get more customer satisfaction?

Can’t a process analyst tell you what is the best way to follow to detect and remove defects to get more satisfied customer?

Mix all those people to get

ultimate Quality i.e customer

satisfaction

The winner of TCS competition

was a cross-functional team

which saved $1.2 million

Motorola promoted these

teams through TCS In which 98% of

the teams are self made cross functional

Q3.Advantages of TCS type competitions?

Ignite sense of competition in

employees

Platform to showcase

talent

Ignition of a sense of trust in

employees towards

management

Organization wide

involvement from CEO to

factory worker

Q4. Importance of organizational culture and its adoption at all

levels.

Organizational culture

Employee satisfaction

Customer satisfaction

Top to bottom quality

approach should exist

Employee productivity

Q5. How motorola motivates its employees to strive for

continous improvement

Global recognition

Continuous

quality training

Encouraging self made

teams through

programs like TCS

Q6.How the concept of employee empowerment is accomplished by

MOTOROLA?

Continuous training

Team workValue to all its

employees

Q7. what type of organizational structure would

best promote the quality activities at MOTOROLA?

Bureaucratic structures

Divisional structure

Matrix structure

THANK

YOU