4.2 The Motorola approach
The approach used in Motorola is to measure quality as defects per unit. A unit is a lot of production; a defect is any type of failure of customer expectations. This is a part of the concept called Six Sigma quality which allows not more than 3.4 defects per million units. In 1987, Motorola, set the following goal (Shroeder and Robinson, 1991):
Improve product and services quality ten times by 1989, and at least one-hundred-fold by 1991. Achieve six-sigma capability by 1992. With a deep sense of urgency, spread dedication to quality to every facet of the corporation, and achieve a culture of continuous improvement to assure total customer satisfaction. There is only one ultimate goal: zero defects - in everything we do.
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