Motorola has employed its Six Sigma approach to managing quality for many years. ("Six Sigma" refers to the probability of a defect occurring based on the area under a normal probability curve that is 6 standard deviations from the mean. This probability is .0000002 percent, or only 2 defects, per million events.) The company uses these six steps:
Identify the product you create or the service you provide.
Identify the customer(s) for your product or service and determine what they consider important.
Identify what you need to satisfy the customer.
Define the process for doing the work.
Mistake-proof the process and elmiminate wasted effort.
Ensure continuous improvement by measuring, analyzing, and controlling the improved process.
Is Motorola's approach to quality more closely aligned with TQM or ROQ? Explain.