technology today 2005 issue 4 - Raytheon

often, these products are fielded before
we have thought out the full impact of
field support, product reliability or simple
operator-use concerns.
How is Mission Assurance related to
Customer Focused Marketing?
Mission Assurance is an enabler of
Raytheon’s Customer Focused Marketing:
We must focus on achieving 100 percent
customer success on time, every time. On
the flip side, Mission Assurance is enabled
by culture, people, processes and tools, so it
all ties together. If you think of it from a
Performance point of view, Mission
Assurance means “promises made, promises
kept.” From a Relationships perspective,
we look at relationships built upon customer
involvement and mutual trust — a
partnership, really. And from a Solutions
vantage point, it’s obvious that Mission
Assurance means providing products that
work and services and support the customer
throughout the entire product
lifecycle. It also means that we make the
extra effort to understand the customers’
needs and meet them by working together.
So if a Raytheon employee thinks that he or
she has nothing to do with Mission
Assurance, they are surely mistaken.
Mission Assurance is not just the responsibility
of engineers, program managers or
other ETMQ professionals — we all play a
role. We all have an interest in
Performance, Relationships and Solutions
and, on that level, Mission Assurance
should be more than just Bill Swanson’s
philosophy; it should be everyone’s.
Capability Maturity Model and CMMI are registered
in the U.S. Patent and Trademark Office by Carnegie
Mellon University.
Raytheon Six Sigma is a trademark of Raytheon Company.
RAYTHEON TECHNOLOGY TODAY 2005 ISSUE 4 5