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1、,QuEST Forum&TL 9000,Quality Excellence for Suppliers of Telecommunications Forum,Telecom Industry Drivers,Shorter cycle time and velocity in the marketsSpeed to market is key,creating risksHuge consortiums are being formed,TelecommunicationsIndustry Needs,High Reliability Software Life Cycle Manage
2、mentQuality Of Supplier Services Customer-Supplier Communications,Business Opportunity,Comparable Measurements Stimulate Innovation and LearningShow Performance Results to Industry,Multiple and overlapping standards resulting in increased costsHigh Costs of Poor Quality,QuEST Forum Vision,The QuEST
3、Forum is the key global force in the telecommunications industry to improve quality of products and services to customers.,Value Proposition,The QuEST Forum will lead the telecommunications industry to performance excellence by:Providing a collaborative forum for industry leaders to develop quality
4、improvements benefiting our customersHarmonizing industry standards,measurements and requirementsReducing supply chain cost and cycle time,while increasing customer satisfaction,QuEST ForumMission,To create a telecommunications industry-leading quality system with benchmarkable measurements through
5、industry collaboration.,QuEST Forum driving continually improving telecom industry performance.Become recognized as the“expert”and standard setter for telecom industry management.Drive membership value rating and satisfaction to higher levels.A harmonized global set of quality system standards and m
6、odels for the telecom industry.Evolve existing QuEST Forum products to support business excellence models.Assure membership is representative of the entire global telecom industry.,QuEST Forum Objectives,QuEST Forum Structure,Members of QuEST Forum,Board of Directors,Forum Administrator-ASQ,Measurem
7、ents Administrator and Research-UTD,One Voting Member Per Company(Service Providers and Suppliers),Work Groups Oversight Requirements Measurements Governance MARCOM Supply Chain BEAM(Business Excellence Acceleration Model),ChairmanVice-Chairman10 Directors,6 Service Providers6 Suppliers,(Founded Jan
8、uary 1998),2001 Executive BoardService Providers,Don Pickens Acting Co-ChairNetwork VP of the Regional Network Operational Centers,BellSouthIsabelle Courville Vice President Sourcing&Supply Chain Management,Bell CanadaMarty LustigVice President of Corporate Quality Development,SPRINT Steve WelchPres
9、ident,SBC Procurement,SBC Operations,Inc.William Wessman Chief Technology Officer,Boston Communications Group,Inc.George Via retired(July 2001)Senior Vice President-Operations,Verizon,2001 Executive BoardSuppliers,Olga Striltschuk,Acting-ChairVice President&Director,Performance Excellence,MotorolaKa
10、rl-Heinz AugensteinVice President,Customer Satisfaction&Quality,Alcatel TelecomJerry CatesVice President&Director of Quality,Corning CommunicationsBarry DAmour Vice President,Quality and Operations Strategic Planning,Nortel NetworksMonica Garcia President,CEO,Complas,Inc.Masahide Sekiguchi General M
11、anager Global Quality,Fujitsu Limited,QuEST Forum Members,Service Providers AT&TBelgacomBell CanadaBellSouthBoston Communications GroupBritish TelecommunicationsInfonet Services QwestSBCSprintTelkom South AfricaTelstra Verizon CommunicationsWorldcom,Suppliers 3COM3M Telecom Systems DivisionActernaAC
12、T ManufacturingADC ADTRANAdvanced Fibre CommunicationsAgilent TechnologiesAlcatel Alliance SystemsAndrewAntecArtesyn TechnologiesAtlanta Cable SalesAvici SystemsBelden Communications DivisionBookham Technology,(As of 11-27-01),QuEST Forum Members,C-COR.netCelesticaCharles Industries Chatsworth Produ
13、ctsCiena Cisco C-MAC IndustriesCommScope ComplasComverse Corban CommunicationsCorning CTDIDenso Wireless Systems America,ELCAN Optical TechnologiesEmerson Energy SystemsEricssonERNIFlextronics Fujitsu General DynamicsGlenayre TechnologiesGraybar ElectricHummingbird Hyundai Electronics Industries ITT
14、 Cannon SwitchJabil CircuitJDS UniphaseKARLEE,Suppliers,Suppliers,(As of 11-27-01),QuEST Forum Members,Kestrel SolutionsKroneLeeMAH ElectronicsLegerityLiebertLLucent TechnologiesMainline CommunicationsManly-WilliamsMarconi CommunicationsMotorolaNEC GroupsNokia,Nortel NetworksOptical DatacomOriusPace
15、on Pacific Network SupplyPirelli Cables and Systems Powerwave TechnologiesPrimetech ElectronicsPulsecomRCI SystemsSamsung Electronics SCI Systems,Suppliers,Suppliers,(As of 11-27-01),QuEST Forum Members,Telcordia TechnologiesTeleCentricTelecommunications Power SystemsTelectTellabs OperationsTelmar N
16、etwork TechnologyTurnstone SystemsTyco ElectronicsUnisysWestellWIPRO TechnologiesWireAmerica of Indiana,SchlumbergerSemaSheer Networks Siemens ICNSolectronSonus NetworksSpectrianSpirent CommunicationsSumitomo Electric LightwaveSuperior TelecommunicationsSymmetricomTekelecTelamon Technologies C,Suppl
17、iers,Suppliers,(As of 11-27-01),QuEST Forum Members,Korean Management AssociationKorea Productivity Center Quality AssuranceKorea Quality Assurance(K-QA)Korean Standards Association(KSA)KPMGKTL Certification(UK)LRQA LimitedNational Quality AssuranceNSAIPerry JohnsonPerry Johnson RegistrarsQMIQuality
18、 Services InternationalQUASARSGSSingapore Productivity&Standards BoardStat-A-MatrixTelecom Corridor-TBCTotal Logical ConceptsTUEV CERT(Germany)TUV Management ServicesTUV Rheinland of NAULWIT Assessment(China)ZNIIS(Russia),Liaisons,AFAQ(France)Alamo Learning Systems BSI Bureau Veritas Quality Intl(BV
19、QI)CEPREI Certification Body(China)China National Accreditation Board CMTC D-A-CH Certification Bodies DNV Certification Entela Excel Partnership IAAR IAF IECQ/ECCB IMQ Spa(Italy)Intertek Testing Services IQNet Association IRAM(Argentina)JIC Quality Assurance(Japan)JQA(Japan)KEMA Kind Management(Tai
20、wan)KMAQA(Korea)Korean Foundation for Quality,Liaisons,(As of 11-27-01),TL 9000 Quality System,TL 9000,Supplier,Registrar,Customer,Results,Feedback,Registration Scheme,Bench-marking,MeasurementsRepository,What Is TL 9000?,TL 9000 is a common set of quality system requirements and Measurements design
21、ed specifically for the Telecom Industry,encompassing ISO 9001 and other best practices TL 9000 Quality System Requirements-Hardware,Software&Services Best PracticesTL 9000 Quality System Measurements-Well defined Comparable Measurements,Products&Support,TL 9000 Quality System Requirements,TL 9000 Q
22、uality System Measurements,Registration Repository,Measurements Repository,Sanctioned Training Material&Selected Trainers,TL 9000 Model,Measurements,Requirements,TL 9000Requirements,Requirements Issue-Suppliers to RBOCs(Regional Bell Operating Companies)must meet the following requirements:ISO 9001/
23、2Telcordia(formerly Bellcore)Customer Specific Requirements StrategyEliminate overlapping requirementsEliminate inconsequential requirementsSelect“performance impacting”requirements The TL 9000 Goal is to meet the Quality Requirement needs of Service Providers,Sources For TL 9000,TL 9000 QSR&Measure
24、ments,ISO 9001:1994,ISO 9000-3,ISO 12207,RQMS GR929,SEI CMM,CSQP GR179,1252,1202,Existing Report Cards,520 Requirements in addition to ISO 9001 considered-only 83 Selected,TL 9000 Quality System Requirements,ISO 9001:1994Requirements,TL 9000 SelectedRequirements37 Common16 SW Only15 HW Only 5 Servic
25、es Only 5 HW&SW 5 HW&Service83,83 TL 9000 Requirements vs ISO Elements,0,5,10,15,20,25,TL 9000 Selected Requirements,Design Control,Servicing,Q Impvmt/CS,Process Control,Q System,Training,Insp/Test,HSPP&D,Prod Ident,Mgt Resp,Doc Control,Purchasing,Control I,M&TE,Control NC Prod,Statistics,Design Con
26、trol-23,Servicing-11,Quality Improvement/Customer Satisfaction-9,Process Control-8,AccountabilityCommon languageConsistent measures across industryMeans for Industry BenchmarkingInformation for management Provides objective evidence Identify improvement opportunities Enables effective use of resourc
27、es,Why Measurements?,TL 9000Measurements,Most leveragable product of the ForumUnique to TL 9000 Quality SystemRequired for TL 9000 RegistrationProvides TL 9000 Quality System FeedbackComparative Measurements-Best,Worst,Average,If you are not keeping score,-you are just practicing,TL 9000Measurements
28、 Strategy,Vital Few Useful to CustomersMeasurableComparable Useful to SuppliersUsed in decision making and continuous improvementSubset of Suppliers internal Measurements,TL 9000Measurements Usage,There will be no ranking of suppliers by the QuEST Forum AdministratorForum Administrator-produced resu
29、lts or reports will not identify individual suppliers Reliability,confidentiality and security is a prime directive,TL 9000Measurements Usage,Evaluate business performance as viewed by customerDeploy resources to needed areasCompare to industry statistics,TL 9000 Measurements,QuEST Forum Web Site,Co
30、ntinuousImprovementPrograms,Service Provider,Supplier,MeasurementsAdministrator,TL 9000 QSR,Industry Statistics,Time,Industry Average,Per formance,Registrar,TL 9000 Data,Product Categories,General Product Families Switching(6)Signaling(3)Transmission(22)Operations&Maintenance(6)Common Systems(3)Cust
31、omer Premise(11)Services(6)Components and Subassemblies(6)63 Product Categories,Product Category Table Indication of applicable Measurements for each of the 63 Product Categories Normalization factors for specific products within certain Product categories(e.g.OC-1,DS1,system,10,000 units shipped,et
32、c.)-Allows industry comparison in same Product Category Easy to add Product Categories,Product Categories,.,TL 9000 Quality System Measurements Handbook,Software Software update quality Release application aborts Corrective patch and feature patch quality,CommonNumber of problem reports Problem repo
33、rt fix response time and overdue fix responsiveness On time delivery System outage Hardware Circuit pack return rates,Service Service quality,Problem Reports,Problem Reports Measurement is number of reports persystem(or other unit)per month Problem Reports are defined as Customer Originated Reports
34、that are indicative of the quality of the product delivered Measurement reported by each Product Category:HW/SW Products:Problems by severity(critical,major,&minor)Service Products:Service Problems,Problem Report FixResponse Time,Problem Report Fix Measurements for each Product Category:%HW/SW Major
35、 Problems fixed within 30 Days%HW/SW Minor Problems fixed within 180 Days%Service Problems fixed on time%Overdue Problems Closed in reporting period for above categories Problem Report Fix Response Time measures the overall responsiveness of supplier to reported problems.Applies to Major&Minor Probl
36、ems.Critical Problems are not included as they are worked on a high priority basis,On Time Delivery,On Time Delivery Measurement is%on time based on Customer Request Date On Time Delivery Measurement is provided individually for Installed Systems,Line Items and Service Orders by Product Category On
37、Time Delivery measures Suppliers performance in meeting customers need for product delivery and end-customer expectations,System Outage,System Outage Measurement for each Product Category:Annualized Outage Frequency Annualized Downtime Annualized Supplier Attributable Outage Frequency Annualized Sup
38、plier Attributable Downtime System Outage Downtime Measurement varies by product System Outage Frequency Measurement is outages per Normalization Unit per year System Outage applies to HW/SW and is a measure of complete loss of functionality of all or part of a system,Return Rates,Return Rate Measur
39、ement for each Product Category:Normalized First Year%Returns First Year Return Rate is rate for 12 months after initial shipment for each product category,Software Update Quality,Software Update Quality Measurement is Cumulative%defective updates for each of the three latest most dominant releases
40、per Product Category Software Update Quality Measurements purpose is to evaluate the level of defective software to minimize the associated customer risks,Release Application Aborts,Release Application Aborts Measurement is%of Systems with Aborts for each of the three latest most dominant releases p
41、er Product Category Release Application Aborts Measurements purpose is to minimize the Service Providers risk of aborts when applying a software release,Corrective&Feature Patch Quality,Patch Quality Measurement is%patches defective per month for each Product Category:Defective Corrective Patches fo
42、r each of latest 3 most dominant releasesDefective Feature Patches for each of latest 3 most dominant releases Patch Quality Measurements purpose is to minimize the Service Providers risk of failure,Service Quality,Service Quality Measurement specific to service product category:%Conforming Installa
43、tion Audits%Successful Maintenance Visits without Callbacks%Successful Repairs%Conforming Call Center Calls resolved within agreed upon time%Support Service Transactions without a Defect Service Quality Measurements purpose is to provide information to evaluate and improve the service product,TL 900
44、0 Measurements Example,Good,Example Data Only,Measurements Reporting,Reported to Forum Measurements Administrator for benchmarking as aggregate by product categoryConfidentiality and security is a prime directiveReported to“key”customers on customer specific basisReported internally as part of conti
45、nuous improvement programs and overall supplier quality system monitoring,Registration Options,TL 9000 registration may be granted to:A company An organizational unit/facility A limited defined product lineScope of registration may be for:Hardware Software Services Any combination,TL 9000 Accreditat
46、ion Bodies,Registrar Accreditation Board(RAB)Standards Council of Canada(SCC),(as of 6/20/00),NOTE:A multilateral agreement,when finalized,with the IAF Accreditation Body Members will recognize 25 accreditation bodies.,TL 9000 QualifiedRegistrars,BSI,Inc.Bureau Veritas Quality International(BVQI)DNV
47、 Certification,Inc.EAGLE Registrations,Inc.Entela IncorporatedIntertek Testing Services NA,Inc.Intertek Testing Services NA,Ltd.KEMA Registered Quality,Inc.Korean Foundation for Quality(KFQ)KPMG,(as of 10/30/01),TL 9000 Qualified Registrars,Lloyds Register Quality Assurance(LRQA)National Quality Ass
48、urance LtdNational Quality Assurance USANational Standards Authority of IrelandPerry Johnson Registrars,Inc.Quality Management Institute(QMI)Quality Systems Assessment Registrar(QUASAR)Quality System Registrars,Inc.(QSR)SGS International Certification Services,Inc.,(as of 10/30/01),TL 9000 Qualified
49、 Registrars,Telcordia Quality Registration ServicesTRA CertificationTUV Management Service TUV Rheinland of North AmericaUnderwriters Laboratories,Inc.,(as of 10/30/01),TL 9000 Companies with Registered Sites,Accton Technology CorporationACT Manufacturing Inc.ACTERNA-CTMS San DiegoADC The Broadband
50、CompanyADTRAN,Inc.Advanced Fibre CommunicationsAdvanced Network Services,LLCAlcatelAMBIT Microsystems CorporationAppeal Telecom Co.,Ltd,(as of 10/30/01),APW Mayville-NCAskey Computer Corp.Belden Communications DivisionBenchmark Electronics,IncBookham Technology Ltd.bourns(xiamen)Ltd.Chant World Inte
