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TotalQualityManagement:MotorolaQualitySystemRevieworQSR

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April30,2010

TotalQualityManagement:MotorolaQualitySystemRevieworQSR
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TotalQualityManagement:MotorolaQualitySystemRevieworQSR
Introduction
Totalqualitymanagementisconsideredasamanagementapproachthatwasfirstusedduringthe1950sandhasbecomepopularduringtheearlyof1980s.
Totalqualityisconsideredasatotaldescriptionoftheculture,attitudeaswellastheorganizationofthecompanythatisinfocusofprovidingtheircustomerswiththeir
productsorservicesthatwillmeetthedemandsandpreferencesoftheircustomers.Furthermore,theculturerequiresqualityinallaspectsofthecompanysoperations,
withthedifferentprocessesthatarebeingdonerightthefirsttimeanddefectsaswellasthewasteeradicatedfromthedifferentoperations(Hashmi2008).
TQMisamethodthatisusedwhereinthemanagementaswellastheemployeesareallinvolvedintheircontinuousimprovementoftheproductionofgoodsas
well as services. It can also be considered as the combination of quality as well as the different management tools that focus at the increasing the growth of the
businessaswellasreducingthelossesthatwascausedbydifferentunimportantoruselesspractices(Hashmi2008).
MotorolaisonlyoneofmanycompaniesthatapplytheprincipleofTQMintheirorganizationalculture.MotorolaIncfocusesontheirsalesvictoryintheglobal
marketintheindustryofelectroniccomponentsaswellasequipment.Thecompanyisdoingitbyimprovingthequalityoftheirproductsbyimprovingtheirproductivity
andoverallperformance(BaldrigeNationalQualityProgram2002).
During1981,thecompanyhadlaunchedtheirambitiousprojectthatdrivesforatenfoldofimprovementinthequalityoftheirproductsaswellastheirservices.
Thesaidprojecthadbeensuccessfultheevidenceisthatmostoftheproductsofthecompanyareconsideredasnumberoneorthebestintheirclass.Thecompanyis
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stillstrivingforthebestandlookingforwardtotargettheirgoalofZerodefectsineverythingwedo(BaldrigeNationalQualityProgram2002).
Withaccordancetothesaidproject,themanagersofthesaidcompanyarealsoliterallycarryingthecorporateobjectiveofthecompanyandthatisthetotal
customersatisfaction.Theyarewearingapocketthathasaprintedcardthatstatesthesaidobjective.Furthermore,thoseuppermanagementofficialsarealsoopenin
serving their customers by wearing pagers in order for them to be available to their customers. Furthermore, they are also visiting the different businesses of their
customersinordertoconductasurveythatwillletthecompanyknowabouttheircustomerslikesaswellasdislikestowardstheirproducts(BaldrigeNationalQuality
Program2002).
Aboveall,thecompanyisalsoimplementingasystemthathandlestheinformationanddatathathavebeengatheredusingtheallembracingnetworkofthe
customersurveys,complainthotlines,filedauditsaswellasothersignificantmeasuresaboutthefeedbackofthecustomers,togetherwiththeguidelinesinplanningfor
thequalityimprovementanddevelopmentoftheproduct(BaldrigeNationalQualityProgram2002).

QualityAssessmentSystems
Inordertoevaluateaswellasimprovethequalitysystemmaturityofanyorganization,therearemanyqualityassessmentsystems,qualityauditsystemsas
wellasinternational,localaswellasmilitarystandardsthatvaryinlevelofscope,depthandthepurpose(Craig1996,p.730).
Maturitymodelsarecommonlyasubsetofanassessmentsystemthatisdesignedinordertoassistaswellastotestforthematurityofaspecificelementthat
is included in quality model. If you are going to look at the elementbyelement basis, the approach of the organization to an element that is being reviewed for the
strategiclinkage,depthaswellastheappropriatenessoftheapplication.Ontheotherhand,thedeploymentisbeingreviewedinordertodeterminethescopeinwhich
theapproachisbeingimplementedtheresultswillagainbereviewedwithrelationtotheappropriatebenchmarksaswellastheratesofimprovement(Craig1996,p.
730).
Inordertodothequalityassessmentsystems,anorganizationthatwillbeassessedisconsultedinaheadoftime.Thesaidorganizationwillbegivenachance
in order to input into the process. When the said event happens, the organization that is about to be reviewed will request for the request of comprehensive lists of
different strengths, together with the opportunities for the improvement that serves as the outputs from the different processes. Eventually, a reasonable amount of
learningwillbetakenplacethroughouttheprocessofassessment(Craig1996,p.730).

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Oncetheassessmenthasbeendone,animportantopportunityforthetrainingdepartmenttoreviewtheoutputoftheassessmentaswellastoputupastrategy
fortrainingandimprovementplan(Craig1996,p.730).
MotorolaQualitySystemRevieworQSR
ThequalitysystemrevieworQSRispartofthetotalqualitymanagementprogramofMotorola.Itserveasanassessmentvehiclewhereinthecorporation
evaluatesthecontinuinghealthofthequalitysystemineachofthemajorbusinessunitaswellassuppliersofthecompany.Themainfocusofthesaidprogramisto
identify the image of the how the business should be conducted. Furthermore, it also focus on the setting the common goal of perfection that help to provide an
awarenessofthequalitysystemrequirementsacrossthewholeorganization(Craig1996,p.730p.730).
Aboveall,thesaidprojectisamethodthatisusedinordertogiveopportunityforthecrossfertilizationofdifferentideasaswellasservetoaroutinelyrefocus
oftheorganizationtothequalityoftheirproduct(Craig1996,p.730p.730).
ThemainmethodthatisusedinthesaidprojectisaformallydocumentedQSRformforassessment,togetherwiththeproceduresreview.Thereviewteam
handlestheentireprojectthatreflectsthemacroviewofthedifferentsubjectsfromthedifferentbusinessunitaswellassuppliers(Craig1996,p.730p.730).
Itisconsideredasaformalsurveywhereinthecustomerevaluatesthecontinuinghealthofthesuppliersqualitysystem.Itisintendedtoleadtocontinuous
improvementaswellastoassurethatthequalitysystemofthesupplieriseffectiveinordertoachievethetotalsatisfactionofthecustomers.Themainpurposeofthe
QSRofMotorolaistoassessandtherefore,comparethequalitysystemofthesuppliertotheidealsystem.
Furthermore, the process of reviewing the quality subsystem can help the company to know more about their strengths, weaknesses as well as the
opportunitiesthatwillopenfortheimprovement(Weinstein&Johnson1999,p.218).
TheQSRisdesignedinordertoassessthequalityoftheeffortsthatarebeingexertedbyeverydivision(Cooper&Locke2000,p.233).
QualitySystemReviewandOrganizationalChange
InorderforthecompanytodealwiththeprojectoftheTotalQualityManagementortheTQM,reorganizationisamust.Thecompanyhadbeenabletorecreate
theirorganizationalstructurebasedontheplanoftheTQM,andthatistoconnectallofthestakeholdersofthecompanyfromtheupperlevelmanagementuptothe
lowerlevelmanagement,togetherwiththecustomersaswellasthesuppliers.
Theupperlevelmanagementofthecompanyhadbeenabletoimplementseveralqualitytrainingsinordertomakesurethatthenegativeeffectsthatwillbe
encountered by the company during the change will be prevented. Table 1 shows the quality training of the managers of the company with accordance to the
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implementationoftheprojectofqualitysystemreview.

Table1QualityTraining
SeniorExecutives

Basicawareness

Strategicqualityplanning

Conductingqualityreviews

Motivatingteams

Correlatingresults

MiddleManagers

Basicawareness

Conductingselfassessment

Effectiveactionplanning

Implementingsolutions

Managingqualityimprovement

ManufacturingAssociates

Basicawareness

Qualitytooltraining

Interpretingdata

Teamproblemsolving

Implementsolutions

Administrativeand

Basicawareness

Qualitytooltraining

Interpretingdata

Teamproblemsolving

Implementsolutions

Support
In order for the company to implement their project of application their internal quality management, they had been able to train the different upper level
managementorthosemanagerswhobelongstotheupperposition.Thesaidprocesshasbeendoneinordertomakesurethattheyknowthedifferentstrategiesand
planthatmustbedoneinordertofollowthegeneralprotocolorstandardofthecompanyintermsofqualitycontrolwithaccordancetotheirtotalqualitymanagement.
TheprimaryreasonofthecompanyabouttheapplicationoftheirowninternalQualitySystemReviewistosurviveduringtheirtime.Itisduetothefactthat
during the said time, the company had struggle from their competitor due to the fact that the quality of their products are not that high. That is the reason why the
companydecidedtofocusonmeetingtheneedsanddemandsoftheircustomerswithregardstothereliabilityaswellastheusabilityoftheirproducts(Cooper&Locke
2000,p.233).
Thatiswhythecompanyhaddecidedtoincreasetheirparticipationintheprocessofgoalsettingaswellastheincreaseintheinvolvementintheprocessof
improvingthecultureofthequalityintheorganizationasawhole(Cooper&Locke2000,p.233)
QualitySystemReviewandManagement
In order for the company to implement their Total Quality Management as well as to prevent the negative impact of change in the mentality as well as
performanceoftheemployeestowardsthecompany.TheQSRhavebeenimplemented.TheQSRhadhelpedthecompanytoconnecttotheiremployeesinorderto
makesurethattheyarebeingunderstoodaswellasbeingfollowedbytheemployees.Furthermore,thesaidprojectenablesthecompanytopromoteunityaswellas
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teamworkinsidethecompany.Inadditiontothat,thesaidprojectalsoenablesthecompanytopromoteinitiativeinsidethecompany(Cooper&Locke2000,p.233)
Themanagementofthecompanyhaddecidedtocreatetheirscoringsysteminordertoevaluatetheperformanceofaspecificdepartment.Forinstance,a
category can examine the quality of management systems. On the other hand, one subcategory under the said title will be concerned with the extent that the
managementsolicits,acceptsaswellasrewardsfeedbackfromtheworkforceitself(Cooper&Locke2000,p.233).
Thescoringforthesaidelementvariesfrompoormeaningthereisnosystemthatexistsforthesolicitationofdifferentideasfromtheemployeesuptothe
outstanding, meaning, the individual or the group that is being assessed is practicing team unity and following the general standard of the company (Cooper & Locke
2000,p.233).
Thefactthatthecompanyhadimplementedthescoringapproach,ithadservedasadriverformotivationduetothefactthathavingorgarneringtherateof
outstandingwillserveasanegoboosterfortheemployees.Thatisthereasonwhytheyarestrivingandworkingattheirbest.Thesaidprojecthadhelpedtodistribute
goodidestotheotherpartsoftheorganizationaswellasserveasanaidinthecreativeandempoweringprocesses(Cooper&Locke2000,p.234).
Thatiswhymostoftheemployeesareempoweredinordertoimprovethedifferentprocesses,transactions,servicesaswellasadministrativequalityandthey
areactiveandinvolvedinthequalityimprovementteams(Cooper&Locke2000,p.233).
Furthermore, the management of the company also provides different active leadership of the employees by letting them participate in the process of the
continuousimprovement(Cooper&Locke2000,p.233).
Themainadvantageofthemanagementofthecompanyisthatithadbeenabletorelatethegoalsettingtotheeffortoftheemployeesortheforcesofeach
individualfromeachandeveryunit,inorderforthemtobeinvolvedinthegoalsettinganddecisionmakingprocess(Cooper&Locke2000,p.233).
Conclusion
TheoverallandcontinuousimplementationoftheTotalQualityManagementandQualitySystemReviewofMotorolacanbesaidthathadbeensuccessful.That
isdue to the fact that the company had become one of the most successful companies in the world who applied the principle of TQM as well as one of the most
awardedcompanieswhenitcomestotheirimplementationoftheQSR.
Anotherimportantthingisthatthecustomersofthecompanyaresatisfiedabouttheproductsaswellastheservicesthattheyareoffering.Thatiswhythe
companyhadbecomeoneofthemosttrustedbrandsworldwide.
Thecompanyhadbeenabletomonitortheactivitiesaswellastheperformanceofitsdifferentstakeholderssuchasthesuppliers.Thesuppliersareimportant
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becausetheyaretheonethatprovidethedifferentimportanthardwareaswellassoftwarethatwillhelpthecompanytoproduceandmanufacturetheirproductandsell
ittomarket.ThecompanyisusingitsownQualitySystemReviewstowards their suppliers in order to assess the quality system of their suppliers every two years.
They are being scored based on the items or subjects about the control over the processes as well as their ability to develop new products (United States General
AccountingOfficen.d.,p.13).Thesaidmethodorapproachhadhelpedthecompanytomonitortheindividualperformanceofitsdifferentbusinessunits,groupsaswell
astheperformanceofanindividualthathelpedtoproperlymonitorthewholeprocessesofthecompanythatreflecttotheirperformance.
In terms of management, the company had been able to handle the different effects or impact of organizational change towards the motivation as wells as
performanceoftheiremployees.Thecompanyalsohadenabletoreconstructorreorganizethephysicalandpowerstructureofthecompany,inorderforthemtoperform
withaccordancetotheplanofinitiativeorteamwork.
Anotherimportantaspectthathadbeenshowedbythecompanyistheclearnessoftheircommunicationprocessandcommunicationactivitiesthroughoutthe
implementationoftheprojectaswellasthemaintenanceprocessorstageofthecompany.Theupperlevelmanagementhadbeenabletocommunicatewellwithintheir
levelaswellascommunicateandreachouttothelowermanagement.
Theplanningandcontrollingphaseofthesaidprojecthadbeenimplementedanddeployedproperlyduetothefactthattheirhavebeenmanyprogramsand
activitiesthathadbeendonesuchasmentoringandcoaching.
Thesaidtwopracticesareconsideredastwoofthemostimportantapproachormethodthatcanbeusedintheprojectmanagementinordertolessenaswell
aspreventthebadornegativeimpactofthechangetothementalityandperformanceoftheemployees.Thesaidplanningandcontrollingprocessofthecompanyhad
beenabletopreventtherefusaltochangeoftheemployeesbylettingthemknowtherealreasonbehindtheprojectaswellasitspositiveimpacttothemaswellasto
theoverallperformanceofthecompany.
References:
Cooper,G&Locke,E2000,IndustrialandOrganizationalPsychology,BlackwellPublishing

Craig,R(ed.)1996,TheASTDTrainingandDevelopmentHandbook:AGuidetoHumanResourceDevelopment,4thedn.McGrawHillProfessional

Haynes,M2002,ProjectManagement:PracticalToolsforSuccess,ThomsonCrispLearning
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Hashmi, K 2008, Introduction and Implementation of Total Quality Management (TQM), iSixSigma, viewed 16 April 2008, <http://www.isixsigma.com/library/cont
ent/c031008a.asp>

Heerkens,G2001,ProjectManagement,McGrawHillProfessional

Lewis,J2002,FundamentalsofProjectManagement:DevelopingCoreCompetenciestoHelpOutperformtheCompetition,2nd edn., AMACOM Div American Mgmt

Assn

Malcom Baldrige National Quality Award 1988 Winner Motorola Inc. 2002, Balbridge National Quality Program, viewed 16 April 2008, <http://www.quality.nist.gov
/Motorola_88.htm>

Meredith,J&Mantel,S2005,ProjectManagement:AManagerialApproach,JohnWiley

UnitedStatesGeneralAccountingOffice,BestPracticesCommercialQualityAssurance,DIANEPublishing

Weinstein,Q&Johnson,W1999,DesigningandDeliveringSuperiorCustomerValue:Concepts,CasesandApplications,CRCPress

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