Motorola's EMBARC named national quality management award finalist; Award recognizes innovation in customer support and product fulfillment.
In December of 1994 Motorola's EMBARC formed a cross functional team to address issues identified through customer feedback. The team members represented customer service, billing, fulfillment and Management Information Systems (MIS).
Some of EMBARC's significant achievements were reducing customer complaints on new orders by 99% and a 92% reduction in nationwide product delivery cycle time from 13 days to just under 1 day. "These changes were very significant to us and we saw the results quickly in our bottom line," said Hemi Zucker, controller and operations manager for Motorola's EMBARC. "Through the team's contributions, we were able to recognize just under $200,000 in costs savings during 1995."
"We feel especially proud to know that our hard work has been recognized through our selection as a finalist for this prestigious award," said Joanne Webb, quality manager at Motorola's EMBARC. "Our total customer satisfaction team, nicknamed The Overnighters, is committed to customer satisfaction by continuously implementing improvements in our operational quality, and this token of appreciation is very meaningful to all of us."
The fifth annual competition, sponsored by the Rochester Institute of Technology and USA Today, received 221 nominations from companies nationwide before Motorola's EMBARC was named as a finalist. The judges -- including industry quality experts and academics -- based their selections on significant improvements to the quality of products and/or services in an organization by applying total quality management principles.
Motorola's EMBARC packages and resells distinctive branded information services to the wireless industry. This is accomplished through efficient integration of well known information providers such as ESPN and CNBC, and filtering and formatting it for redistribution on a global basis. For more information, look up the web site at http://www.espnettogo.com/.
Motorola is one of the world's leading providers of wireless communications, semiconductors, and advanced electronic systems, components, and services. Major equipment businesses include paging and data communications, cellular telephone, two-way radio, personal communications, automotive, defense and space electronics and computers. Motorola semiconductors power communicaton devices, computers and millions of other products. Motorola's 1995 sales were $27 billion.
Rochester Institute of Technology (RIT) is a nationally recognized leader in education and has been described as one of the USA's most imitated universities. RIT offers more than 230 professional and career-oriented programs and enrolls 13,000 students in its eight colleges. It is the fifth largest private college or university in New York State and the 17th largest in the nation.
USA Today is the nation's top-selling newspaper. It is published via satellite at 33 locations in the USA and at four sites abroad. With a total average daily circulation of 2,181,494, USA Today is available worldwide. -0-
NOTE TO EDITORS: In the World Wide Web address noted in this news release, there is a double slash between http: and www.espnettogo.com/. These symbols may not appear properly in some systems.
EMBARC and Motorola are registered trademarks of Motorola Inc.
CNBC is a trademark of CNBC.
ESPN is a trademark of ESPN.
USA Today is a trademark of USA Today.
Marianne Radwan, 407/361-8150
Joanne Webb, 407/739-3202