Review the quality profiles presented at the beginning of Ch

Review the quality profiles presented at the beginning of Chapter 1 and Chapter 2. Select ONLY ONE company among Motorola, Midway USA, Texas Nameplate, and MEDRAD (I am providing the links below for four quality profile companies).

List specific practices cited in these examples and how they support the following quality principles (which is listed in Table 2.2 in 9^th edition of our textbook):

Principle 1: Customer Focus - Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements, and strive to exceed customer expectations.

Principle 2: Leadership - Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization’s objectives.

Principle 3: Involvement of People - People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization’s benefit.

Principle 4: Process Approach - A desired result is achieved more efficiently when activities and related resources are managed as a process.

Principle 5: System Approach to Management - Identifying, understanding, and managing interrelated processes as a system contributes to the organization’s effectiveness and efficiency in achieving its objectives.

Principle 6: Continual Improvement - Continual improvement of the organization’s overall performance should be a permanent objective of the organization.

Principle 7: Factual Approach to Decision Making - Effective decisions are based on the analysis of data and information.

Principle 8: Mutually Beneficial Supplier Relationships - An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.

For MidWayUSA: http://patapsco.nist.gov/Award_Recipients/PDF_Files/MidwayUSA_Profile.pdf

For Motorola, Inc.: http://patapsco.nist.gov/Award_Recipients/PDF_files/1988_Motorola_Inc.pdf

For Texas Nameplate Company, Inc.: http://patapsco.nist.gov/Award_Recipients/PDF_Files/2004_Texas_Nameplate.pdf

For MEDRAD: http://patapsco.nist.gov/Award_Recipients/PDF_Files/2010_MEDRAD_Profile.pdf

Solution

I select Motorola.

Principle 1: Customer Focus - Motorola focuses on quality improvement leading to customer satisfaction. For example in the year 1981 it started an initiative to achieve tenfold increase in quality. The objective is \"total customer satisfaction\". Business managers are always available and connected to their customers through devices like pagers.

Principle 2: Leadership - Leadership at Motorola helps in integrating the employees and the company, creating a united force. All levels of company are involved in importnat decision making like quality review programs.

Principle 3: Involvement of People - As already stated, all levels of company are involved in importnat decision making like quality review programs. There is a participative management program (PMP) which enables the non executive employees to contribute directly.

Principle 4: Process Approach - Motorola manages its activities like a process. The process of six sigma quality helps in reducing defects. The process approach helps in reducing cycle time.

Principle 5: System Approach to Management - Motorola has created a system of interrelated processes. The process of six sigma is interrelated to the process of reducing cycle time. The process of training employees is interrelated to the process of improving quality.

Principle 6: Continual Improvement - Motorola uses and relies and \"benchmarking\" for further and continual improvement. The firm has 6 groups and each have their own benchmarking program.

Principle 7: Factual Approach to Decision Making - Motorola analyses the data and information of around 125 companies to measure its standards. The company also uses data like customer complaints, surveys, field audits.

Principle 8: Mutually Beneficial Supplier Relationships - Motorola maintains a healthy relation and a symbiotic relation with its suppliers.