Motorola, Inc. (pronounced /moʊtɵˈroʊlə/) was an American-based, multinational,[6] telecommunications company based in Schaumburg, Illinois, which was split into two independent public companies, Motorola Mobility and Motorola Solutions on January 4, 2011 after having lost $4.3 billion from 2007 to 2009.[7] Motorola Solutions is generally considered to be the direct successor to Motorola, Inc., as the reorganization was structured with Motorola Mobility being spunoff.[8]
Motorola designed and sold wireless network infrastructure equipment such as cellular transmission base stations and signal amplifiers. Motorola's home and broadcast network products included set-top boxes, digital video recorders, and network equipment used to enable video broadcasting, computer telephony, and high-definition television. Its business and government customers consisted mainly of wireless voice and broadband systems used to build private networks and public safety communications systems like Astro and Dimetra. These businesses are now part of Motorola Solutions.
Motorola's wireless telephone handset division was a pioneer in cellular phones. Known as the Personal Communication Section (PCS) prior to 2004, it pioneered the flip phone with the StarTAC in the mid-1990s, and it enjoyed a resurgence with the RAZR in the mid-2000s before losing significant market share. Lately it has focused on smartphones using Google's open-source Android mobile operating system. The first phone to use the newest version of Google's open source OS, Android 2.0, was released on November 2, 2009 as the Motorola Droid (the GSM version launched a month later, in Europe, as the Motorola Milestone). The handset division has since then been spun off into the independent Motorola Mobility.
For almost 75 years Motorola has been providing communications and information solutions to
customers around the world. From Paul Galvin's 1930 installation of the first “Motorola” radio
in a car, to the introduction of the police Cruiser in 1936, the Motorola Corporation has been
working hand-in-hand with both government and industry to provide communications products
that keep people and communities safe. We have expertise in technology, and, equally important,
a culture that focuses on service and support.
Motorola’s Commercial, Government and Industrial Solutions Sector’s business is complex and
the market segments are varied. A typical customer can range from a small agency to an entire
nationwide mission critical communications system. We are the leading provider of radio
communications solutions for government and business worldwide. The essence of the CGISS
business is public safety and law enforcement. In these arenas we have moved beyond
communications technology and are helping customers to bridge the gap between
communications and information.
Our ability to develop products that meet customer needs is based on decades of experience with
customers, long-term commitments from employees, and strong business processes. We use
process-based development and decision-making methodologies to ensure we make an accepted
return on our investment. Continuous improvement is a standard practice at CGISS and we’re
always working on ways to make our business better. Sustained financial growth is the result of
solid strategic planning and timely execution. We believe in fundamentals, getting things right
the first time and most importantly, satisfying the customer
CGISS is a very customer and market-driven organization with strong customer relationships and
a focus on continuous customer life cycle management. All of the approaches related to
customer and market focus are systematically evaluated and improved, using comparative data
and benchmarking, by the Performance Excellence Project Steering Group, the Global Marketing
and Sales Group and the Quality Directors. This institutionalized process has led to excellent
market, customer, and business results.
The annual strategy process determines target market segments. The Market and Product
Planning Process (MPP) links with the strategy process to further refine market segmentation
and identify target sub-segments. CGISS regional distribution teams target and manage specific
customers and account opportunities through management of a customer needs sales funnel.
CGISS uses business and market intelligence to collect, analyze, and learn from a broad scope of
information about existing customers, customers of competitors, potential customers, and market
benchmarking. CGISS also uses business and market intelligence to proactively identify major
strategic shifts in our marketplace such as the customer priority shift to prevention and detection
for Home Land Security. As a result, a dedicated operational team was established to address
solutions for this new customer priority.
Customer listening and learning approaches are used to gather current and expected customer
and market needs for refining strategic planning, new product development/portfolio planning
(MPP process), and business operation improvements. These approaches include information
derived from market research, business intelligence, customer and industry forums, customer
satisfaction measurements, Customer Care and the account relationship management processes.
CGISS has built very strong relationships with customers through direct customer contact at all
levels and across multiple customer’ touch points. Our strengths include our ease of
accessibility, our extensive proactive follow-up approaches, and the use of lessons learned in
order to deliver solutions which exceed our customer’s expectations or implement
tools/processes tailored to our customer’s needs e.g.: Motorola On-Line to provide e-business
access and web based transactional surveys for ease of response.
In addition, CGISS is managing its value proposition from the customer’s perspective. This
customer response approach is an integral part of our strategy development process as we ensure
CIGSS is meeting the promises we make as brand Motorola today and tomorrow.
After the purchase decision, the Global Customer Care (GCC) framework employs response
processes to ensure customers have easy access to conduct business and voice concerns.
Performance metrics are analyzed, including the aggregation and escalation of complaint
information, for strategic planning and speed of resolution.
Customer satisfaction is systematically determined through annual, regionally deployed,
worldwide surveys of Direct End customers and Indirect Dealers/Distributors. The Sector Staff
conducts a formal global review of customer satisfaction at the completion of each survey, and
regional reviews are conducted during the quarterly Operations Reviews. This process identifies
the most strategic opportunities for improvement within each region to better serve our
customers. Combined with data from warranty claims/failure rates/costs, repair rates, customer
issues, and the Failure Review Board, customer-specific inputs are aggregated to identify the
Top 5 Customer Delivered Quality Initiatives and tactical resolution plans developed and
monitored. Customer satisfaction is aligned with leadership performance through the
Performance Measurement Council and the alignment of team Scorecard goals.
Motorola’s performance in the market reflects a strong customer and market focus. Motorola is
the number one supplier of two-way radio communications equipment in every market and
region served. Motorola has benchmark relative market share of its nearest competitor
worldwide. . The worldwide customer satisfaction top-two box score improved from 73% to
87% between 1998 and 2001. Survey results for North America System Customers in 2001
indicate a top-two box score of 92% for overall satisfaction and 95% for willingness to
recommend.
Motorola designed and sold wireless network infrastructure equipment such as cellular transmission base stations and signal amplifiers. Motorola's home and broadcast network products included set-top boxes, digital video recorders, and network equipment used to enable video broadcasting, computer telephony, and high-definition television. Its business and government customers consisted mainly of wireless voice and broadband systems used to build private networks and public safety communications systems like Astro and Dimetra. These businesses are now part of Motorola Solutions.
Motorola's wireless telephone handset division was a pioneer in cellular phones. Known as the Personal Communication Section (PCS) prior to 2004, it pioneered the flip phone with the StarTAC in the mid-1990s, and it enjoyed a resurgence with the RAZR in the mid-2000s before losing significant market share. Lately it has focused on smartphones using Google's open-source Android mobile operating system. The first phone to use the newest version of Google's open source OS, Android 2.0, was released on November 2, 2009 as the Motorola Droid (the GSM version launched a month later, in Europe, as the Motorola Milestone). The handset division has since then been spun off into the independent Motorola Mobility.
For almost 75 years Motorola has been providing communications and information solutions to
customers around the world. From Paul Galvin's 1930 installation of the first “Motorola” radio
in a car, to the introduction of the police Cruiser in 1936, the Motorola Corporation has been
working hand-in-hand with both government and industry to provide communications products
that keep people and communities safe. We have expertise in technology, and, equally important,
a culture that focuses on service and support.
Motorola’s Commercial, Government and Industrial Solutions Sector’s business is complex and
the market segments are varied. A typical customer can range from a small agency to an entire
nationwide mission critical communications system. We are the leading provider of radio
communications solutions for government and business worldwide. The essence of the CGISS
business is public safety and law enforcement. In these arenas we have moved beyond
communications technology and are helping customers to bridge the gap between
communications and information.
Our ability to develop products that meet customer needs is based on decades of experience with
customers, long-term commitments from employees, and strong business processes. We use
process-based development and decision-making methodologies to ensure we make an accepted
return on our investment. Continuous improvement is a standard practice at CGISS and we’re
always working on ways to make our business better. Sustained financial growth is the result of
solid strategic planning and timely execution. We believe in fundamentals, getting things right
the first time and most importantly, satisfying the customer
CGISS is a very customer and market-driven organization with strong customer relationships and
a focus on continuous customer life cycle management. All of the approaches related to
customer and market focus are systematically evaluated and improved, using comparative data
and benchmarking, by the Performance Excellence Project Steering Group, the Global Marketing
and Sales Group and the Quality Directors. This institutionalized process has led to excellent
market, customer, and business results.
The annual strategy process determines target market segments. The Market and Product
Planning Process (MPP) links with the strategy process to further refine market segmentation
and identify target sub-segments. CGISS regional distribution teams target and manage specific
customers and account opportunities through management of a customer needs sales funnel.
CGISS uses business and market intelligence to collect, analyze, and learn from a broad scope of
information about existing customers, customers of competitors, potential customers, and market
benchmarking. CGISS also uses business and market intelligence to proactively identify major
strategic shifts in our marketplace such as the customer priority shift to prevention and detection
for Home Land Security. As a result, a dedicated operational team was established to address
solutions for this new customer priority.
Customer listening and learning approaches are used to gather current and expected customer
and market needs for refining strategic planning, new product development/portfolio planning
(MPP process), and business operation improvements. These approaches include information
derived from market research, business intelligence, customer and industry forums, customer
satisfaction measurements, Customer Care and the account relationship management processes.
CGISS has built very strong relationships with customers through direct customer contact at all
levels and across multiple customer’ touch points. Our strengths include our ease of
accessibility, our extensive proactive follow-up approaches, and the use of lessons learned in
order to deliver solutions which exceed our customer’s expectations or implement
tools/processes tailored to our customer’s needs e.g.: Motorola On-Line to provide e-business
access and web based transactional surveys for ease of response.
In addition, CGISS is managing its value proposition from the customer’s perspective. This
customer response approach is an integral part of our strategy development process as we ensure
CIGSS is meeting the promises we make as brand Motorola today and tomorrow.
After the purchase decision, the Global Customer Care (GCC) framework employs response
processes to ensure customers have easy access to conduct business and voice concerns.
Performance metrics are analyzed, including the aggregation and escalation of complaint
information, for strategic planning and speed of resolution.
Customer satisfaction is systematically determined through annual, regionally deployed,
worldwide surveys of Direct End customers and Indirect Dealers/Distributors. The Sector Staff
conducts a formal global review of customer satisfaction at the completion of each survey, and
regional reviews are conducted during the quarterly Operations Reviews. This process identifies
the most strategic opportunities for improvement within each region to better serve our
customers. Combined with data from warranty claims/failure rates/costs, repair rates, customer
issues, and the Failure Review Board, customer-specific inputs are aggregated to identify the
Top 5 Customer Delivered Quality Initiatives and tactical resolution plans developed and
monitored. Customer satisfaction is aligned with leadership performance through the
Performance Measurement Council and the alignment of team Scorecard goals.
Motorola’s performance in the market reflects a strong customer and market focus. Motorola is
the number one supplier of two-way radio communications equipment in every market and
region served. Motorola has benchmark relative market share of its nearest competitor
worldwide. . The worldwide customer satisfaction top-two box score improved from 73% to
87% between 1998 and 2001. Survey results for North America System Customers in 2001
indicate a top-two box score of 92% for overall satisfaction and 95% for willingness to
recommend.
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