References for CHAPTER 6, The ECCO System

Bill Smith, "The Motorola Story", handout from Motorola Corporation briefing Stalking Six Sigma. (no date)

2 Louise Therrien, "The Rival Japan Respects", Business Week, November 13, 1989, pp. 108-113.

3 William Wiggenhorn, "Motorola U: When Training Becomes an Education", Harvard Business Review, July-August 1990, pp. 71-83.

4 Motorola Quality Briefing Book, p. 98.

5 Bill Smith, "The Motorola Story", p. 11.

6 See also Tom Inglesby, "How They Brought Home the Prize", Manufacturing Systems, April 1989, pp. 26-32, for discussion of incentives and motivation at the Motorola Bandit Pager facility in Florida.

7 Much of the foregoing information was taken from Milton Moskowitz, Michael Katz and Robert Levering, eds., Everybody's Business: The Irreverent Guide to Corporate America (New York:Harper and Row, 1980), pp. 438-442.

8 Karen Bemowski, "Big Q at Big Blue", Quality Progress, May 1991, pp. 17-21.

9 "The Quality Journey Continues", IBM Rochester pamphlet, second edition, March 1991.

10 The Six Sigma Research Institute is currently a co-operative effort between IBM and Motorola Corporation.

11 "The Quality Journey Continues."

12 IBM tradition allows an enormous amount of autonomy to different sites. The corporate training is therefore not sufficient as orientation for the local working environment.

13 This information provided by Tom Dutke, Human Resources Specialist IBM Rochester.

14 "The Quality Journey Continues", p. 14.

15 Tim Ohsann, "Rochester Wins Coveted Honor", Think, No.6, 1990, pp. 16-20.

16 IBM handout:"Malcolm Baldrige National Quality Award, 1990 Award Winner".

17 John Sheridan, "America's Best Plants", Industry Week, Oct. 15, 1990.

18 "The Quality Journey Continues."

19 Ibid.

20 Douglas K. Smith and Robert C. Alexander, Fumbling the Future: How Xerox Invented, Then Ignored, the First Personal Computer (New York: William Morrow, 1988).

21 Ibid., p. 23.

22 Ibid., pp. 199-200.

23 "Xerox Quest for Quality", handout 700P91456, Revision A, Feb 1991.

24 Y. Kobayashi, "Quality Control in Japan: the Case of Fuji Xerox", Japanese Economic Studies, Spring 1983, cited in David A. Nadler and Michael L. Tushman, "Beyond the Charismatic Leader: Leadership and Organizational Change", California Management Review, Winter 1990, pp. 77-97.

25 "The Xerox Quest for Quality", handout, 700P91456, Revision A, February 1991, p. 2.

26 Ibid., p. 1.

27 "Leadership Through Quality Processes and Tools Review", Xerox handbook, 700P91289, 1989.

28 "Product Delivery Process Overview", Xerox handbook, Sixth Edition, 1989.

29 Ibid.

30 "Leadership Through Quality Processes and Tools Review", Ch. 11.

31 Holusha, John, "Stress on Quality Lifts Xerox's Market Share" New York Times, Business Day Section, Thursday November 9, 1989 (reprint).