QUALITY MANUAL MOTOROLA SOLUTIONS WHEN QUALITY MATTERS MOST

DEPENDABLE PRODUCTS AND SERVICES, ON TIME DELIVERY AND RELIABLE SUPPORT

DEPENDABLE PRODUCTS AND SERVICES ON TIME DELIVERY RELIABLE SUPPORT TRUSTED QUALITY

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OUR QUALITY POLICY

Motorola Solutions is committed to quality. We strive to earn your trust by consistently providing dependable products and services, on time delivery, and reliable support for all your mission and business critical applications. We foster a culture of innovation and accountability that ensures our quality management system is continually evolving to meet your highest expectations. Our reputation and quality heritage represent our continued commitment to earn your trust as a complete solution provider.

ManageMent CoMMitMent
Our senior leadership team is committed to providing you with quality you can trust. Collectively, the team ensures that we have a Quality Management System in place to provide the products, services and solutions you need for your mission and business critical applications. In order to ensure that our quality initiatives drive continual improvement in key focus areas our management team is responsible for:
n Developing qualitative and quantitative measurements n Identifying improvement opportunities n Providing resources for continual improvement n Empowering organizations to make improvements n Monitoring indicators and drive improvements across the organization

All Motorola Solutions employees are expected to perform to the absolute best of their abilities to provide you the quality you expect from your trusted solution provider.

Gene Delaney Executive Vice President Product and Business Operations

Mark F. Moon Senior Vice President Sales and Field Operations

Tom Collins Senior Vice President Supply Chain and Operations

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COMPANY OVERVIEW
Motorola Solutions is the leading provider of mission and business critical communication solutions focused on government and enterprise markets. You can be assured when you select Motorola Solutions you are selecting a premier solution provider in the markets we serve: enterprise mobile computing, bar-code scanning, public safety communication, commercial two-way radios and wireless broadband networks. Motorola Solutions is a global Fortune 300 company with a history of quality and innovation at its core. Highlights of our company footprint include:
n n n n n n

Primary R&D in 7 countries Manufacturing in 4 countries Employees in 65 countries Sales in over 100 countries 1,700 Direct sales representatives 25,000 Channel partners

UniteD StateS MeXiCo

DenMaRK PoLanD geRManY iSRaeL inDia MaLaYSia CHina

Primary R&D Centers

Manufacturing

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MOMENTS THAT DEFINE US

Motorola Solutions is proud of our heritage and is continually building on our legacy while investing in our future. Our investments in research and technology provide next generation solutions for both government and enterprise customers. Here are some of the highlights:

1969 Radio transponder Relays 1st Words From the Moon

1986 invented Six Sigma Quality Process

1940 Handie-talkie two-Way Radio

1972 MoDat Vehicular Data Radio System

1991 1st two Dimensional Bar Code Scanner

1994 iDen Digital Radio network 2000 First 700 MHz Public Safety network 2002 1st Wireless Switch 2003 MC9000 Rugged Mobile Computer 2005 MotoMeSH Broadband Radio network 2006 RFS7000 RF Switch

TODAY aPX two-Way Radio

1936 Police Cruiser Radio

1983 LS 7000 Laser Bar Code Scanner 1958 Motrac transistorized two-Way Radio

1989 1st Commercial Spread Spectrum WLan

1999 national Medal of technology

2004 2nd national Medal of technology TODAY eS400 global enterprise Digital assistant

1988 Malcolm Baldrige national Quality award

2002 2nd Malcolm Baldrige national Quality award

TODAY next generation MC9500 Mobile Computer

GLOBAL MARKETS
CUStoMeR FoCUSeD
Whether you are a government or enterprise customer, Motorola Solutions supports your business requirements with 1,700 direct sales representatives and 25,000 channel partnersmaking sure you have the support you need when it matters most.

government

Retail and Hospitality

transportation and Logistics

Manufacturing and Supply Chain

energy and Utilities

Healthcare

education

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PORTFOLIO
With over 80 years of industry experience and our commitment to be your end-to-end solution provider, you can count on us for all of your mission and business critical communication needs. We are recognized as a technology leader with an exceptional solutions portfolio in the products and services we offer.

PRODUCTS
TWO-WAY RADIOS MOBILE COMPUTING WLAN

SYSTEMS

DATA CAPTURE

VOICE OVER WLAN

APPLICATIONS

RFID

WIRELESS BROADBAND BACKHAUL

SERVICES
SYSTEM INTEGRATION SUPPORT LIFE CYCLE REPAIR TRAINING MANAGED SERVICES PARTS AND RENTAL EQUIPMENT

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ORGANIzATION OVERVIEW
Motorola Solutions is organized to collaborate and align our quality initiatives to produce dependable products and services, ensure on time delivery, and provide reliable support so you can rise to the moment and be your best when it matters most.

CHIEF TECHNOLOGY OFFICE QUALITY OFFICE

SALES AND FIELD OPERATIONS PRODUCT AND BUSINESS OPERATIONS Development Go to Market Teams Channel Management Services Radio Solutions Enterprise Solutions Wireless Networks Solutions Operations Supply Chain Distribution Repair Depots Call Centers

SaLeS anD FieLD oPeRationS

Sales and Field Operations is the focal point of communication with customers and potential customers in each of the regions. This organization identifies and proactively responds to new market trends and opportunities and works closely with other business functions to ensure we serve your distinct needs through our direct and indirect channels. Highlights include:
n Development and support of our channel partner network

through the Partner Empower Program

n Business development activities n Design, integration, and provision of customer specific

solutions
n Order administration and logistics n Project management for infrastructure and subscriber

CHieF teCHnoLogY oFFiCe

The Chief Technology Office includes technology experts who provide support to all areas of the business with regard to emerging opportunities, building consistent platforms, driving IT strategies and project priorities, cost structure alignment, and transformational initiatives.

networks
n Value added services n Technical and field support services

PRoDUCt anD BUSineSS oPeRationS

PRoDUCt DeVeLoPMent Product Development is responsible for the management of our product portfolio including the design and development of hardware and software. This organization is chartered with providing end-to-end solutions for our customers through ongoing research and development with input received directly from customers, the Sales and Field Operations team, the Business Operations team, as well as industry and market trends. BUSineSS oPeRationS Business Operations is responsible for world-class manufacturing, distribution, call center and repair operations focused on achieving on time delivery of high quality, cost-effective products and solutions.

QUaLitY oFFiCe
The Quality Office represents global management of the Quality Management System and is supported by the leaders across all business. The Quality organization is chartered to ensure that all employees are focused on delivering dependable products and services, ensuring on time delivery, and providing reliable support to all customers globally. Highlights include:
n Ensure that processes needed for the Quality Management

System are established, implemented, and maintained.

n Provide senior leaders with analysis, metrics, and

recommendations for continued improvements of our Quality Management System.

n Provide awareness of customer requirements throughout

the organization.

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QUALITY MANAGEMENT SYSTEM

CUStoMeR FoCUSeD BUSineSS MoDeL

Our business model defines the overall interaction of the processes throughout the organization. With this model, each function implements and maintains relevant processes and conducts reviews to ensure that every process is operating in accordance to our Quality Management System requirements. The Quality Management System has been developed using a process approach and is based upon 3 main focus areas:
n Organization structure n Products and services provided n Applicable standards requirements

ISO 9001 is the primary Standard on which the Quality Management System is based; however due to the business environment in which we operate, other Standards are incorporated as appropriate. The Quality Management System applies to all Motorola Solutions processes used globally including:
n Strategy and business development n Design and development of products, systems and services n Manufacturing, distribution and channel management n Sales, service and support functions n Outsourced processes

MOTOROLA SOLUTIONS BUSINESS MODEL

MANAGEMENT PROCESSES
Vision and Strategy Quality Management System Customer Advocacy

Customer Requirements

OPERATING PROCESSES CREATE

Portfolio Life Cycle Solution Development

ACQUIRE
Pre-Sales Customer Solution Design

ORDER
Project Initiation Build

SUPPLY

DEPLOY
Install and Commission

SUPPORT
Services Life Cycle Repair End of Life Take-back Recycling Program*

Logistics Integration Distribution

Performance Management Product Compliance Management

Quality IQ Product Life Cycle

Customer Satisfaction

SUPPORTING PROCESSES
Functional Organizations Supporting the Model
Product Operations Sales and Field Operations Business Operations
*Not available in all countries.

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ManageMent PRoCeSSeS
Our management processes set the purpose and the strategy for our operating and supporting processes by actively listening to the voice of the customer and the industry. These activities include resource planning and development, performance reviews against objectives, and continual improvement through our Quality Management System. Management processes also include programs designed to support our business model and drive continual improvement efforts to become your trusted partner such as: CUStoMeR aDVoCaCY QUaLitY tHRoUgH tHe CUStoMeRS eYeS We are committed to being a customer-focused organization that creates superior value and partnership by listening to the voice of the customer. Programs are centered on aligning business improvement plans and actions specific to customers feedback:
n Customer perception survey n Customer scorecard program n Transactional surveys n Customer issue resolution process

SUPPLY: Products are manufactured and distributed by Business Operations using lean principles and Six Sigma methodologies. DEPLOY: Project Managers within the Sales and Field Operations teams control the installation and/or commissioning of products. SUPPORT: Reliable support for customers is provided through all business functions. Take-back programs are offered to responsibly recycle or dispose of end of life equipment.

SUPPoRting PRoCeSSeS
Methodologies and tools are utilized by the organization to drive the implementation of the Quality Management System and identify opportunities for improvement. PeRFoRManCe ManageMent Designed to align employees goals with the strategic objectives of the organization and measure their overall performance. PRoDUCt CoMPLianCe anD PRoDUCt LiFe CYCLe ManageMent Established to ensure that products comply with required specifications and standards and that we have the necessary measures in place for continual improvement and to support the product through its life cycle. QUaLitY iQ Encourages employees to develop critical quality skills and improvement of overall quality performance by completing training and testing through white and yellow badge certification.

oPeRating PRoCeSSeS
Core activities are implemented on a daily basis to produce dependable products and services, ensure on time delivery, and provide reliable support to our customers. CREATE: Product Operations is responsible for the design and development of all products. Sales and Field Operations interfaces with these activities to further refine and develop customer solutions and services. ACQUIRE: Sales opportunities are captured and managed by Sales and Field Operations, either directly through our dedicated sales force or indirectly via our Channel Partner Empower Program. Opportunities are developed in partnership with Product and Business Opportunities. ORDER: Customer orders are received and verified by Sales and Field Operations before being processed by Business Operations.

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QUALITY MANAGEMENT SYSTEM

DeSigneD FoR ContinUaL iMPRoVeMent

Management drives implementation and continually improves its business processes, products, and the effectiveness of our Quality Management System through the use of the following:
n Motorola Solutions Quality Policy n Goals and objectives identified on performance scorecards n Management and operational reviews n Internal and external audits n Performance measurements and evaluations n Customer feedback

DoCUMent ContRoL
The following document control structure has been implemented and is used to support our Quality Management System.

Quality Manual Business Function Global Procedures Regional Procedures Work Instructions Support Documents

Additionally, there are programs focused on continual improvement designed to share knowledge, coordinate activities, and achieve effective sustainable results for our customers. The following programs are also in place to help foster an atmosphere of continual improvement and dedication to quality. Lean SiX SigMa Applies key methodologies and processes across the organization including product development in order to reduce or eliminate variation and waste. FLaWLeSS LaUnCH Designed to improve product quality by releasing and delivering products on time, with expected features and quality levels. QUaLitY aUDitS Audits are conducted regularly by trained internal and external auditors. Audit results are documented, corrective actions are taken and verified using the closed loop process. QUaLitY ReCognition Nominations are made by employees to reward individuals or teams that make significant contributions to the organization by improving quality and ultimately improving customer satisfaction. Employees are encouraged to submit ideas and improvement efforts via employee surveys and engagement efforts

As we focus on continual improvements, processes are established, implemented, amended, and withdrawn as required by the changing needs of the organization. Factors that influence change include:
n Vision, strategy and objective modifications n Legal requirements and risks: contractual, statutory, stakeholder n Technology needs

In addition to Sales and Field Operations and Product and Business Operations, there are specialized services to support the business functions in accordance with process requirements. These business groups are governed by Motorola Solutions policies, have dedicated personnel to support each business function, and support the QMS process. Business functions that fall into this category include:
n Human Resources n Information Technology n Legal n Marketing n Procurement

Additionally, we rely on third party suppliers to fulfill some of our business requirements. In these situations, Motorola Solutions manages the products or services supplied to ensure we are delivering on our customers expectations.

SCoPe oF iSo 9001 CeRtiFiCation

Sales, hardware, software and system design, prototyping, manufacturing, distribution, system integration, support and service of radio solutions, enterprise solutions, wireless networks and accessories, cellular products and cable network infrastructure.

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CORPORATE RESPONSIBILITY
Motorola Solutions is working to be part of the solution to climate change and a good environmental steward. We are exploring opportunities to help our customers reduce their environmental footprint and to make it easier for employees and consumers to lead greener lives. Our company is working to make products with reduced environmental impact by:
n Using environmentally preferred materials in our products

and reducing packaging.

n Making our products more energy efficient in operation

and stand-by mode.

n Offering take-back programs in the United States and

Canada in accordance with the WEEE directive in Europe. Additional programs will soon expand to other regions.
n Working continually to improve energy efficiency in our

operations by reducing our energy use, purchasing renewable energy and using more efficient freight packaging.
n Being involved in voluntary climate change programs that

promote awareness and encourage us to be transparent about our actions and improve our own performance.
n Receiving certification that key Motorola Solutions sites

throughout the world are certified to ISO 14001 Environmental Health and Safety Standard. Motorola Solutions environmental performance is rated as best in class by respected independent monitors. In addition to our environmental activities, we have a strong commitment to improving social and environmental conditions in our supply chain, and we expect our suppliers to act fairly and responsibly as well. The moment to help create a greener, healthy environment is now. As your trusted partner you can be confident that we are committed to being part of the solution for our future. Technology plus ecology.

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Motorola Solutions, Inc. 1301 East Algonquin Road Schaumburg, IL 60196 www.motorolasolutions.com
MOTOROLA, MOTO, Motorola Solutions and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their respective owners. 2011 Motorola, Inc. All rights reserved. RO-99-2216-Jan 2011