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Is 6 Sigma at Motorola a joke?

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  • #40473

    Akram
    Participant

    I work for a major cell phone service provider and we buy a ton of phones from Motorola, Nokia, Samsung and Sony Ericson. Over the last few years Motorola has cost our company a lot of customers because of the poor quality products we get from them. In fact of all our suppliers, Motorola is the worst.
    Lately the Razor phone have been a big flop, because not only are they very unreliable but also the way Moto treats our customers is very irritating. When you buy a Razor phone and it does not work, you send it to us and we send it for repair, Motorola sends you a replacement and in most cases, the replacement has the same defects as the one it is replacing.
    Since Moto started 6 sigma, isn’t it rather strange that they are really producing the poor quality products that they are putting out?
    At my company people have a lot of doubts about six sigma because of that.
     What’s going on there?, is it the training or have they lost their best 6 sigma people?
    Akram Al-Qiram

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    #125708

    Akram,
    That’s pretty astute! But the original Six Sigma was just a label ‘pinned on’ Motorola’s brilliantly successful quality improvement initiatives. Since then someone changed the process without a process qualification!
    Cheers,
    Andy

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    #125731

    AB
    Participant

    Akram
    In my opinion whether six sigma helped Motorola and Motorola’s customers or not can only be judged within the context of what Motorola was before and after. For all you know, they may have a new project underway for looking at the defects related to your customers…
    I am not trying to defend them, but I know that many organizations that embark upon these quality programs are not the best in their class. GE is another example. GE is hardly the best at most of their product groups, yet it is a great corporation with a liking for six sigma.
    AB

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    #125743

    Akbar
    Participant

    Having gone through the program and others. I think the program is very good. How people use it at the corporation is a different story. I know I used alot when I was  at Moto in product development.
    /Akbar

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    #125748

    Mike Carnell
    Participant

    Akram,
    It is a long jump to go from a bad product to an entire company being a joke. Motorola like anyother company has parts that do something better than other parts of the company and some that do it worse.
    John Lupienski was the Quality Manager at the Automotive Plant in Elma New York. They spent years driving a plant that delivered over 100 different types of products to around a 5.8 sigma level. Does that mean you are getting good phones? The logic doesn’t work.
    If it is a real issue go to Motorola and do something about it because right now you are the one selling the product and what you are saying about them is what your customers are saying about you.
    BTW one of the other suppliers on your list a few years ago had their repair facility quadruple in one year – the fastest growing part of their company.
    Just my opinion.
    Good luck.

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    #125749

    Mike Carnell
    Participant

    Akram,
    It is a long jump to go from a bad product to an entire company being a joke. Motorola like anyother company has parts that do something better than other parts of the company and some that do it worse.
    John Lupienski was the Quality Manager at the Automotive Plant in Elma New York. They spent years driving a plant that delivered over 100 different types of products to around a 5.8 sigma level. Does that mean you are getting good phones? The logic doesn’t work.
    If it is a real issue go to Motorola and do something about it because right now you are the one selling the product and what you are saying about them is what your customers are saying about you.
    BTW one of the other suppliers on your list a few years ago had their repair facility quadruple in one year – the fastest growing part of their company.
    Just my opinion.
    Good luck.

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    #125752

    Dog Sxxt
    Participant

    Yes, change process without re-qualification is a biggest evil. 
    A local sri lankan senior facility manager bought a plastic container from the sundry shop to replace a down batch cleaning machine. He silently asked the operators to immerse the trays for magnetic head into the container as his alternative cleaning process without authorization from QA or top management while he was trying to restore the machine.
    All magnetic heads were returned one month later for containmination problem. The result is customer terminated the contract. 3000 local people lost their jobs due to an indiscipline action of a super idiot!
     
       

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    #125753

    Dog Sxxt
    Participant

    I have a numerous bad experience with other “six sigma companies” too like LG and Samsung.
    For LG case, see my posting in the blog under LG subject.
    For Samsung case, a new Samsung color printer I bought for my office cannot print in black color. I have to ask their tech support to come in and repair the printer on the first day I used the printer.
    Most products I bought from “non-six sigma” Japanese companies are better quality than products from those so-called six sigma companies in the west and east.
    Nothing wrong with six sigma, I tend to say six sigma or quality first mindset is still not a culture in the companies we mentioned here.  Japanese may not call their quality program six sigma, but their philosophy is a real six sigma.
     
     

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    #125766

    CT
    Participant

    DOG
      Maybe you received one of those 3.6 parts per million deffects with your Samsung Printer……….

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    #125769

    Dog Sxxt
    Participant

    I am thinking another way, Samsung may ship reworked printers to the developing countries like mine since suing seller is a rare event here unlike in the USA.
    BTW, it shall be 3.4 PPM if we believe 1.5sigma is valid.

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    #125772

    Leung
    Participant

    Hey Dog, I thought that you were from the USA.

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