TL9000 Measurement Handbook.

TL9000 Measurement Handbook.

Quality Excellence for Suppliers of Telecommunications Forum (QuEST Forum)TL 9000 Quality Management System Measurements HandbookRelease 3.0

TL9000 Measurement Handbook.

CopyrightCopyright ã 2001 Quality Excellence for Suppliers of Telecommunications ForumFor further information, see the QuEST Forum Web page at: /TL 9000 is a registered trademark of the Quality for Excellence for Suppliers of Telecommunications Forum.Sections of this document contain copyrighted material from a variety of sources; these sources are identified in the Bibliography of this handbook.To the memory of Terry Blok Unisys Hank Malec 3ComApproved and Adopted by the QuEST Forum Effective March 31, 2001TL 9000 Quality Management System Measurements Handbook 3.0 ii

TL9000 Measurement Handbook.

ForewordForewordThe TL 9000 Quality Management System Measurements Handbook was prepared in a cooperative effort by the members of the Quality Excellence for Suppliers of Telecommunications (QuEST) Forum. From the outset the QuEST Forum’s goal has been to develop and maintain a consistent set of quality system requirements and measurements that, when implemented, will help provide telecommunications customers with faster, better and more cost-effective services. This book complements the TL 9000 Quality Management System Requirements Handbook with measurements that reflect the performance of the industry and its products. QuEST Forum members, including service providers and suppliers, utilize measurements that are collected under the provisions of this handbook to improve their processes. By improving processes, the industry becomes more efficient and telecommunications customers, worldwide, derive the benefit of improved services. The QuEST Forum is pleased to present this book in a common spirit of delighting our customers.George C. Via, Verizon QuEST Forum – ChairmanOlga Striltschuk, Motorola QuEST Forum – Vice ChairSteven Welch, SBCBarry D’Amour, Nortel NetworksDon Pickens, Bell SouthJerry Cates, CorningWilliam Wessman, Boston Communications GroupKarl-Heinz Augenstein, AlcatelMarty Lustig, SPRINTMasahide Sekiguchi, FujitsuSignature on File Isabelle Courville, Bell Canada Monica Garcia, ComplasTL 9000 Quality Management System Measurements Handbook 3.0 iii

TL9000 Measurement Handbook.

PrefacePrefaceThe Quality Excellence for Suppliers of Telecommunications Forum (QuEST Forum) was founded to foster continued improvements to the quality and reliability of telecommunications service. The founders took the critical initial step of establishing a common set of quality management system requirements and measurements by creating the TL 9000 Quality Management System Requirements Handbook and the TL 9000 Quality Management System Measurements Handbook. These handbooks are the result of a cooperative effort among members of the telecommunications industry. The work of the QuEST Forum yields benefits to customers, their subscribers, and their suppliers. Membership is composed of telecommunication Service Providers, Suppliers, and Liaisons. Members fund and participate in the QuEST Forum, have defined voting rights, and are expected to contribute to the work of the QuEST Forum. Members vote on adoption of the TL 9000 structure, content, administration, and other questions coming before the QuEST Forum. The QuEST Forum establishes and maintains a common set of quality management system requirements and measurements built on currently used industry standards including ISO 9001:2000. The requirements and measurements promote consistency and efficiency, reduce redundancy and improve customer satisfaction. They also enable suppliers to improve quality and reliability, reduce costs, and increase competitiveness.TL 9000 Quality Management System Measurements Handbook 3.0 iv

TL9000 Measurement Handbook.

AcknowledgementsAcknowledgementsThe strength of the QuEST Forum is the outstanding capabilities and commitment of the members who represent their respective organizations at the QuEST Forum and Work Group Meetings. This exceptional talent produced the first TL 9000 Quality Management System Measurements Handbook in record time and now has completed this major update in less than one year. Individuals whose companies were customers, suppliers, and competitors accomplished the update of the Requirements handbook through extraordinary teamwork. This outstanding accomplishment was facilitated in partnership with the American Society of Quality (ASQ) and The University of Texas at Dallas (UTD). Special thanks for their constant support and encouragement during the last three years of our development to Dr. Bill Osborne, Dean and Dr. Douglas E. Harris, Associate Dean, Erik Jonsson School of Engineering and Computer Science and to Paul Borawski, ASQ Executive Director and Brian LeHouillier, ASQ Director, Programs & Operations. Personally, and for the entire QuEST Forum, I would like to thank the following QuEST Forum individuals and companies of the Measurements and Oversight work groups for their direct contributions to this update of the TL 9000 Quality Management System Measurements Handbook.Jack Pompeo QuEST Forum Project DirectorMeasurements Work GroupLeaders: Chair Vice-Chair Secretary Time Keeper SME Rick Werth Matt Lindsay John Walz Jeffery Rose Richard Morrow SBC Tellabs Operations Lucent Technologies Sumitomo Electric Lightwave The University of Texas at DallasContributors: ADTRAN Charles O’Donnell Advanced Fibre Communications Mark Fischer Mark Hodges Rhonda SatorAlcatel Jim Ko Peter Loew June Miller Steven Quigley Tab Rabalao Tom YoheAntec Bob Lichkay Rob Lindner Astec Advanced Power Systems Roger Daunais Andre LapointeTL 9000 Quality Management System Measurements Handbook 3.0 v

TL9000 Measurement Handbook.

AcknowledgementsAT&T Kathy Parker Michael Server Bell Canada Jean-Normand Drouin BellSouth Telecommunications Ed Ballington Mort Burnett Tex Prater Boston Communications Group Tareq Rahman British Telecommunications Steve Dickens Celestica Corporation Paul Pettinger Charles Industries Angelo DiMonte Victor Potent CommWorks James Oates Comverse Network Systems Bruce Rozett Elizabeth Tracy Corning Kevin Calhoun Steve Cooper CTDI Jim McCormick Ericsson Victor Sandoval Excel Partnership Steve Obolewicz Dave Sanicola Flextronics Johnny Hancock Fujitsu Tom Garrison Hummingbird Mary HarmerJapan Quality Assurance Organization - JQA Katsuhiko Haruta KARLEE David Briggs John Jennings Liebert Corporation Larry Ables Tom Baldrick Dale Carpenter Dave Giannamore Lucent Technologies David Bisone Ari Jain Art Morrical John Walz John Wronka Manly-Williams Linda Cue John Manly Marconi Bret Barclay Don Denk Beverly McClain Jennifer Vidos Motorola James Fritsch Tama McBride Jim Osman Network Access Solutions Laurence Rudolph Newbridge Networks Bob Cicelski Nokia Doug Hall Karen Rawson Nortel Networks Jim Dumouchelle Paceon Jim ShieldsQwest Jerry Keintz Don Wilford SBC Jim Lankford Vuong Phi Scott Suko Rick Werth Siemens ICN Ken Koffman Mark Young Sumitomo Electric Lightwave Jeffrey Rose Symmetricom Jack Riskey Tekelec Angela Hall Michael Willis Telamon William McLinn Telcordia Technologies Debbie Hearn Tellabs Operations Duke Dahmen Denise Echols Matt Lindsay Telmar Network Technology Jerry Constance The University of Texas at Dallas Richard Morrow Unisys Richard Geesaman Verizon Communications Galen Aycock Alan Beaudry Brendan Pelan Ron Resh WorldCom Robert Paschke Xerox Corporation Brian FannonOversight Work GroupLeaders: Chair Vice-Chair Secretary Joe Taylor Ron Basque Kim Hauswirth Tellabs Operations Complas American Society for QualityContributors: ADC Telecommunications Randy PezonADTRAN Randal WhortonAlcatel Dave Aiken Ron LuttrullTL 9000 Quality Management System Measurements Handbook 3.0 vi

TL9000 Measurement Handbook.

AcknowledgementsAmerican Society for Quality Kim Hauswirth British Standards Institution (BSI) Ky White Complas Ron Basque Corning Sandy Holston Joel Reece Excel Partnership Donna LockeIndependent Association of Accredited Registrars Chris Shillito Marconi Donna Reinsch Motorola Greg Feldman Nortel Networks Jeff Harpe Perry Johnson Registrars Nicole MartinSBC Jim McDonnell Siemens ICN Ken Koffman Stat-A-Matrix Rich Watts Tekelec Ben Crane Tellabs Operations Joe TaylorThe QuEST Forum benefits from the continued and dedicated service of many individuals working towards the goals of the QuEST Forum. Without these individuals and their company’s support, the QuEST Forum would not be successful in ensuring that the quality of telecommunication services to the enduser keep pace with changing technological opportunities in the twenty-first century. A Board of Directors guides the QuEST Forum activities through a strategic plan, which is implemented by the work groups. The Measurements and Oversight work groups are credited for producing this document and they would like to recognize the individuals and companies that participated in the other work groups for providing invaluable service in support of the overall QuEST Forum Mission.Business Excellence Acceleration Model (BEAM) Work GroupLeaders: Chair Vice-Chair Vice-Chair Secretary/SME Gene Hutchison Mary Hattrick Don Brown Tom Withey SBC Marconi Alcatel The University of Texas at DallasContributors: Agilent Technologies John Murray Alcatel Don Brown Ian Mackie AT&T Robert Gray BellSouth Telecommunications Irv Briks British Telecommunications Alex Cuthbertson Mark WebsterComverse Network Systems Zvi Ravia Corning Steve Cooper Len Young Excel Partnership David Middleton Flextronics Johnny Hancock Fujitsu Ashok Dandekar Glenayre Technologies Deborah BrighamInfonet Dan Russ Lucent Technologies Sandford Liebesman Marconi Mary M. Hattrick Motorola Greg Feldman Nortel Networks Daniel Proffit Christopher WestTL 9000 Quality Management System Measurements Handbook 3.0 vii

TL9000 Measurement Handbook.

AcknowledgementsSBC Gene Hutchison Stephen Stroup Telkom South Africa Mike DonaldTellabs Operations Mari Silvenius Telmar Network Technology Gary McMullinThe University of Texas at Dallas Tom WitheyGovernance Work GroupLeaders: Co-Chair Co-Chair Jim McDonnell Len Young SBC CorningContributors: Alcatel Ron Luttrull Corning Len YoungECI Telecom Misha Ptak Motorola Greg Feldman Nortel Networks Jeff HarpeSBC Jim McDonnell Tellabs Operations Joe TaylorMarketing and Communications (Marcom) Work GroupLeaders: Chair Vice-Chair Jack Pompeo Ashok Dandekar TeleCentric FujitsuContributors: ADC Telecommunications Jerry Lefever Randy Pezon ADTRAN Randal Whorton Alcatel Dave Aitken Ron LuttrullComplas Ronald Basque Corning Joel Reece Fujitsu Ashok Dandekar Marconi Donna ReinschPerry Johnson Registrars Nicole Martin QUASAR Doug Luciani Tellabs Operations Joe Taylor TeleCentric Jack Pompeo American Society for Quality Jeff WeitzerRequirements Work GroupLeaders: Chair Vice-Chair(2000) Vice-Chair(1999) Secretary Time Keeper SME(2000) SME(1999) Brendan Pelan Debbie Hearn Matt Lindsay Tama McBride Jeffery Rose Richard Morrow Bob Brigham Verizon Telcordia Tellabs Operations, Inc. Motorola Sumitomo Electric Lightwave The University of Texas at Dallas TelcordiaContributors: 3M Telecom Systems Thierno Diallo ADTRAN Charles O'DonnellAdvanced Fibre Communications Mark Hodges Rhonda SatorAlcatel Chandan Banerjee Ian Mackie Mark Moore Mike Rippe Tom YoheTL 9000 Quality Management System Measurements Handbook 3.0 viii

TL9000 Measurement Handbook.

AcknowledgementsAntec Rob Lindner Bob Lichkay Bill Taylor Astec Advanced Power Systems Andre Lapointe AT&T Kathy Parker Michael Server Bell Canada Jean-Normand Drouin Jean-Pierre Quoibion BellSouth Telecommunications Tex Prater Joel Sullivan British Telecommunications Steve Dickens Charles Industries Angelo DiMonte Victor Potent Chatsworth Products Edward Gaicki CommWorks Laura Coplon Jim Oates David Stahl Comverse Network Systems Bruce Rozett Elizabeth Tracy Corning Steve Cooper Len Young Entela Ralph Stowe Ericsson Victor Sandoval Excel Partnership Steve Obolewicz Dave SanicolaFlextronics Johnny Hancock Fujitsu Doug McCullough Hekimian Laboratories Robin Williams Liebert Corporation Larry Ables Tom Baldrick Dale Carpenter David Giannamore Lucent Technologies Ruth A. Harman Sandford Liebesman John Wronka John Walz Marconi Bret Barclay Don Denk Mary Hattrick Beverly McClain Harold Morrison Jennifer Vidos Motorola Mary Demmert Tama McBride Jim Osman NEC America David Barski Nokia Karen Rawson Doug Hall Nortel Networks Robert Oakley Richard Pierrie Paceon Jim Shields QUALCOMM Grace Weaver Qwest Don Wilford Jerry KeintzSBC Ed Franck Jim Lankford Judy Przekop Steve Stroup Rick Werth Siemens ICN Pat Muirragui Tom West Sorrento Networks Richard Lycette Sprint Tim Dinneen Sumitomo Electric Lightwave Gary Bishop Jeffrey Rose Symmetricom Donna Schilling Jack Riskey Telcordia Technologies Bob Brigham Debbie Hearn John Russell Leslie Wolfe TeleCentric Jack Pompeo Tellabs Operations Matt Lindsay Telmar Network Technology Jerry Constance Gary McMullin The University of Texas at Dallas Richard Morrow Tyco Electronics Greg Blount Verizon Communications Alan Beaudry Brendan Pelan Worldcom Robert Paschke John RosenowSupply Chain Work GroupLeaders: Contributors: Acterna Andrzej Kozak ADC Jerry Lefever Soundar Rajan Chair Vice-Chair David Briggs Greg Lilly Agilent Technologies Brent Wahl Alcatel Phil Dudley KARLEE Nortel Networks Artesyn Technologies Scott Ireland Michael Sullivan AT&T Mike ServerTL 9000 Quality Management System Measurements Handbook 3.0 ix

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AcknowledgementsAtlanta Cable Sales Bryan Glutting BellSouth Telecommunications Joel Sullivan Bookham Technology Nick Whiteley Celestica Paul Pettinger Complas Fred Denny Corning Joel Reece Leonard Young ECI Telecom Misha Ptak Ericsson Ron Hershberger Excel Partnership Donna Locke Flextronics Ellen Evans Johnny Hancock Fujitsu Joe Bartnicki Matthew WeirGraybar Electric Jack Evans IECQ/ECCB Charles Packard JDS Uniphase David Hall KARLEE David Briggs Liebert Larry Ables Hang Tan Lucent Technologies Andrea Long Mike Musky Manly-Williams John Manly Marconi John Wheeler Masterwork Electronics Scott Woods Motorola Jim Osman Network & Cable Products Jay Chenault Corky RobertsNokia Douglas Hall Nortel Networks Greg Lilly NQA Chris Mooney Pulsecom Robert Hungate QUALCOMM Grace Weaver SCI Systems Ken Crane Stat-A-Matrix Hal English Superior Telecommunications Jules Fijux Eric Perry Telcordia Technologies John Russell TeleCentric Jim Carmichael Tyco Electronics Greg Masciana Verizon Galen AycockTraining Work GroupLeaders: Contributors: CTDI Jim McCormick Excel Partnership Joe DeCarlo Steve Obolewicz Donna Locke Chair Vice-Chair Rosemarie Moskow Jeff Harpe Nortel Networks Jeff Harpe Pulsecom Misha Ptak SBC Jim McCormick Rosemarie Moskow SBC Nortel Networks Stat-A-Matrix Paul Berman Jim Gerard Shannon Kohlenberger Monica EskridgeTL 9000 Quality Management System Measurements Handbook 3.0 x

TL9000 Measurement Handbook.

Table of ContentsTable of ContentsSECTION 1 SECTION 2 SECTION 3 INTRODUCTION STRUCTURE MEASUREMENTS PROCESSING, USAGE AND RESPONSIBILITIES GENERAL MEASUREMENTS REQUIREMENTS COMMON MEASUREMENTS 5.1 5.2 5.3 5.4 SECTION 6 NUMBER OF PROBLEM REPORTS (NPR) PROBLEM REPORT FIX RESPONSE TIME (FRT) OVERDUE PROBLEM REPORT FIX RESPONSIVENESS (OFR) ON-TIME DELIVERY (OTD) 1-1 2-13-1 4-1 5-1 5-1 5-9 5-17 5-24 6-1 6-1 7-1 7-1 8-1 8-1 9-1 9-1 A-1SECTION 4 SECTION 5HARDWARE AND SOFTWARE MEASUREMENTS 6.1 SYSTEM OUTAGE MEASUREMENT (SO)SECTION 7HARDWARE MEASUREMENTS 7.1 RETURN RATES (RR)SECTION 8SOFTWARE MEASUREMENTS 8.1 SOFTWARE INSTALLATION AND MAINTENANCESECTION 9SERVICES MEASUREMENTS 9.1 SERVICE QUALITY (SQ)APPENDIX A APPENDIX BPRODUCT CATEGORY TABLES TL 9000 CUSTOMER SATISFACTION MEASUREMENTS GUIDELINES ABBREVIATIONS, ACRONYMS AND DEFINITIONSB-1 1 1GLOSSARYBIBLIOGRAPHYTL 9000 Quality Management System Measurements Handbook 3.0 xi

TL9000 Measurement Handbook.

Table of ContentsList of FiguresFIGURE 2.1-1 THE TL 9000 MODEL FIGURE 2.3-1 TL 9000 MEASUREMENT DATA FLOW AND USAGE FIGURE 7.1-1 SHIPPING DATE GROUPS FOR COMPUTING RETURN RATES 2-1 2-2 7-7TL 9000 Quality Management System Measurements Handbook 3.0 xii

TL9000 Measurement Handbook.

List of TablesList of TablesTable 5.1-1 Table 5.1-2 Table 5.1-3 Table 5.1-4 Table 5.1-5 Table 5.1-6 Table 5.1-7 Table 5.1-8 Table 5.2-1 Table 5.2-2 Table 5.2-3 Table 5.2-4 Table 5.2-5 Table 5.2-6 Table 5.2-7 Table 5.2-8 Table 5.2-9 Table 5.3-1 Table 5.3-2 Table 5.3-3 Table 5.3-4 Table 5.3-5 Table 5.3-6 Table 5.3-7 Table 5.3-8 Table 5.4-1 Table 5.4-2 Table 5.4-3 Table 5.4-4 Table 5.4-5 Table 5.4-6 Number of Problem Reports (NPR) Measurement Identifiers and Formulas Number of Problem Reports (IPR) RQMS Alternative Measurements TL 9000 NPR Data Table RQMS Alternative NPR Data Table (IPR) Example 1 – NPR H/S Data Report Example 1 – NPR Source Data and Measurement Calculation Example 2 – NPR Data Report (Services) Example 2 – NPR Source Data and Measurements (Services) Problem Report Fix Response Time (FRT) Measurement Identifiers and Formulas Problem Report Fix Response Time (ORT) RQMS Alternative Measurements TL 9000 FRT Data Table RQMS Alternative FRT Data Table (ORT) Example 1 – FRT Data Report Example 1 – FRT Source Data and Measurement Calculation Example 2 – FRT Data Report (Services) Example 2 – FRT Source Data and Measurement Calculation (Services) Example 3 – Effect of Customer Delay Overdue Problem Report Fix Responsiveness (OFR) Measurement Identifiers and Formulas Overdue Problem Report Fix Responsiveness (OPR) RQMS Alternative Measurements TL 9000 OFR Data Table RQMS Alternative OFR Data Table (OPR) Example 1 – OFR Data Report Example 1 – OFR Source Data and Measurement Calculation Example 2 – OFR Data Report (Services) Example 2 – OFR Source Data and Measurement Calculation (Services) On-Time Delivery (OTD) Measurement Identifiers and Formulas TL 9000 OTD Data Table Example 1 – On-Time Installed System (OTIS) Example 2 – On-Time Service Delivery (OTS) Example 3 – On-Time Item Delivery (OTI) Example 1, 2, 3 – On-Time Delivery Data Report (OTD) 5-4 5-4 5-4 5-5 5-6 5-7 5-7 5-8 5-11 5-12 5-12 5-13 5-15 5-15 5-16 5-16 5-16 5-19 5-19 5-20 5-20 5-22 5-22 5-23 5-23 5-26 5-27 5-28 5-29 5-30 5-31TL 9000 Quality Management System Measurements Handbook 3.0 xiii

TL9000 Measurement Handbook.

List of TablesTable 6.1-1 Table 6.1-2Table 6.1-3Table 6.1-4 Table 6.1-5 Table 6.1-6 Table 6.1-7 Table 6.1-8 Table 6.1-9 Table 6.1-10 Table 7.1-1 Table 7.1-2 Table 7.1-3 Table 7.1-4 Table 8.1.5-1 Table 8.1.5-2 Table 8.1.5-3 Table 8.1.5-4 Table 8.1.5-5 Table 8.1.5-6 Table 8.1.6-1 Table 8.1.6-2 Table 8.1.6-3 Table 8.1.6-4 Table 8.1.6-5 Table 8.1.6-6 Table 8.1.7-1 Table 8.1.7-2 Table 8.1.7-3 Table 8.1.7-4System Outage Measurement (SO) Measurement Identifiers and Formulas System Outage Measurements (SOE) RQMS Alternative Measurements End Office and/or Tandem Office, Wireless Products, and NGDLC Products System Outage Measurements (SOG) RQMS Alternative Measurements General Series TL 9000 SO Data Table RQMS Alternative SO Data Table (SOE) RQMS Alternative SO Data Table (SOG) Example 2 –SO Data Report for March 2001 Example 3 –SO Measurement Calculation for a Transport System Example 3 – Normalized SO Measurement Calculation for a Transport System Example 3 – Transport SO Data Report for March 2001 Return Rates (IRR, YRR, LTR, and NYR) Measurement Identifiers and Formulas TL 9000 RR Data Table Example Returns Example 2 – Return Rate Data Table Release Application Aborts (RAA) Measurement Identifiers and Formulas Release Application Aborts (RAQ) RQMS Alternative Measurements TL 9000 RAA Data Table RQMS Alternative RAA Data Table (RAQ) Example 1 – RAA Source Data and Measurement Calculation Example 1 – RAA TL 9000 Data Report Patch Quality (CPQ and FPQ) Measurement Identifiers and Formulas Patch Quality (DCP and DFP) RQMS Alternative Measurements TL 9000 CPQ or FPQ Data Table RQMS Alternative CPQ or FPQ Data Table (DCP or DFP) Example 1 – CPQ Source Data and Measurement Calculation Example 1 – CQP Data Report Software Update Quality (SWU) Measurement Identifiers and Formulas Software Update Quality (DSU) RQMS Alternative Measurements TL 9000 SWU Data Table RQMS Alternative SWU Data Table (DSU)6-46-56-5 6-8 6-9 6-9 6-12 6-12 6-13 6-13 7-5 7-5 7-7 7-12 8-5 8-6 8-6 8-7 8-8 8-9 8-12 8-13 8-13 8-14 8-15 8-16 8-19 8-19 8-20 8-20TL 9000 Quality Management System Measurements Handbook 3.0 xiv

TL9000 Measurement Handbook.

List of TablesTable 8.1.7-5 Table 8.1.7-6 Table 9.1-1Table 9.1-2 Table 9.1-3 Table 9.1-4 Table 9.1-5 Table 9.1-6 Table 9.1-7 Table 9.1-8 Table 9.1-9 Table 9.1-10 Table A-1 Table A-2 Table A-3 Table A-4 Table A-5Example 1 – SWU Source Data and Measurement Calculation Example 1 – SWU Data Table Report for June 2000 Definitions of Defects, Service Volume and Units of Measure by Service Product Categories for Service Quality Measurements Service Quality (SQ) Measurement Identifiers and Formulas TL 9000 SQ Data Table SQ Data Sources Example 1 – Source Data for Installation SQ Example 1 – Data Report for Installation SQ Example 2 – Source Data for Repair SQ Example 3 – Source Data for Maintenance SQ Example 4 – Source Data for Customer Support Service SQ Example 5 – Source Data for Support Service SQ Product Category Definitions Measurement Applicability Table (Normalized Units) Transmission Standard Designations and Conversions Optical and Electrical Equivalency Measurements Summary Listing8-21 8-229-2 9-3 9-4 9-4 9-5 9-5 9-6 9-6 9-6 9-7 A-3 A-23 A-35 A-36 A-37TL 9000 Quality Management System Measurements Handbook 3.0 xv

TL9000 Measurement Handbook.

Section 1 - IntroductionSection 1IntroductionThe TL 9000 handbooks (the TL 9000 Quality Management System Requirements Handbook and the TL 9000 Quality Management System Measurements Handbook) are designed specifically for the telecommunications industry to document industry quality management system requirements and measurements. The TL 9000 Quality Management System Requirements Handbook establishes a common set of quality management system requirements for suppliers of telecommunications products: hardware, software, and services. The requirements built on existing industry standards, including ISO 9001. The TL 9000 Quality Management System Measurements Handbook defines a minimum set of performance measurements. The measurements are selected to guide progress and evaluate results of quality management system implementation.1.1 GoalsThe goals of TL 9000 are to: Foster quality management systems that effectively and efficiently protect the integrity and use of telecommunications products: hardware, software, and services, Establish and maintain a common set of quality management system requirements, Reduce the number of telecommunications quality management system standards, Define effective cost and performance-based measurements to guide progress and evaluate results of quality management system implementation, Drive continual improvement, Enhance customer-supplier relationships, and Leverage industry conformity assessment processes. 1.2 PurposeThe purpose of TL 9000 is to define the telecommunication quality management system requirements for the design, development, production, delivery, installation, and maintenance of products: hardware, software, and services. Included in TL 9000 includes performance-based measurements that quantify reliability and quality performance of these products. Long-term goals include both cost- and performance-based measurements. Suppliers of telecommunication products, their customers, service providers, and the end subscriber benefit from the implementation of TL 9000. Expected benefits are: Continual improvement of service to subscribers, Enhanced relationships between the organization and its customers, Standardization of quality management system requirements,1.3 Benefits of ImplementationTL 9000 Quality Management System Measurements Handbook 3.0 1-1

TL9000 Measurement Handbook.

Section 1 - Introduction Efficient management of external audits and site visits, Uniform measurements, Overall cost reduction and increased competitiveness, Enhanced management and improvement of the organization’s performance, and Industry benchmarks for TL 9000 measurements.1.4 Relationship to standards. TL 9000 provides a telecommunications-specific set of requirements ISO 9001 and Other built on an ISO 9001:2000 framework. See the Bibliography for the standards Requirements and requirements that were considered during the development of TL 9000.Characteristics of the TL 9000 relationship to other requirements are: TL 9000 includes ISO 9001:2000 and any future revisions will be incorporated, Conformance to TL 9000 constitutes conformance to corresponding ISO 9001 requirements, and It is the intent of the QuEST Forum that conformance to TL 9000 will eliminate the need for conformance to other telecommunications quality management standards.The QuEST Forum maintains compatibility with other sets of requirements and1.5 Developing and and maintenance of the TL 9000 handbooks. Change requests for the Maintaining the handbooks, following initial publication, are to be submitted to the QuEST Forum Handbook(s) Administrator. Any user of the handbooks may submit change requests.Change requests will be forwarded to the appropriate handbook section chairperson by the QuEST Forum Administrator and will be considered for the next revision. A change request/feedback form is available at the QuEST Forum web site (/). Final approval of all changes to TL 9000 handbooks will be by vote of the QuEST Forum voting members in accordance with the QuEST Forum’s bylaws. Reissue of the TL 9000 handbooks will be determined by the QuEST Forum, but not to exceed five years following the last issue date. When the QuEST Forum determines there are changes necessary in TL 9000 that could impact third party registration, then addenda or similar communication mechanisms will be employed to inform the industry of corrections and updates to the TL 9000 handbooks.The QuEST Forum is responsible for the development, publication, distributionTL 9000 Quality Management System Measurements Handbook 3.0 1-2

TL9000 Measurement Handbook.

Section 2 – StructureSection 22.1 Overall StructureStructureTL 9000 is structured in layers (see Figure 2.1-1): International Standard ISO 9001:2000 Common TL 9000 Requirements Hardware, Software, and Services Specific Quality Management System Requirements Common TL 9000 Measurements Hardware, Software, and Services Specific Quality Management System MeasurementsInternational Standard ISO 9001:2000 Common TL 9000 Requirements Hardware Specific Software Specific Services Specific Requirements Requirements Requirements Common TL 9000 Measurements Hardware Specific Software Specific Services Specific Measurements Measurements Measurements T L 9 0 0 0Figure 2.1-1 The TL 9000 ModelThe QuEST Forum retains complete control over the content except for material that is copyrighted by others. The word “shall” indicates mandatory requirements. The word “should” indicates a preferred approach. Organizations choosing other approaches must be able to show that their approach meets the intent of TL 9000. Where the words “typical” and “examples” are used, an appropriate alternative for the particular commodity or process should be chosen. Paragraphs marked “NOTE” are for guidance and not subject to audit. Endnotes denoted by [x] represent bibliography source material that is not auditable (see “Bibliography").2.2 TerminologyIn this handbook the term supplier refers to the organization pursuing TL 9000 implementation, conformance, and/or registration.TL 9000 Quality Management System Measurements Handbook 3.0 2-1

TL9000 Measurement Handbook.

Section 2 – Structure2.3 Data Flow and Usage of MeasurementsFigure 2.3-1 illustrates the data flow and usage of TL 9000 Quality Management System Measurements as described in this handbook.CustomerContinuous Improvement ProgramsSupplierM RS Reported TL 9000 DataMeasurements Repository System (MRS)QuEST Forum Web SiteIndustry StatisticsFigure 2.3-1 TL 9000 Measurement Data Flow and UsageThe use of measurements should be designed to meet the principles of the QuEST Forum, which are stated in subsection 3.3. Usage Approach - Figure 2.3-1 depicts an environment where improvement opportunities are identified by an organization and its customer through information exchanges and from TL 9000 trend data.a. Measurements may be used between an organization and its customer to setmutual targets to improve products. This helps build customer and organization relationships and establishes targets that best meet their needs.b. Some of the TL 9000 measurements may be used as improvementmeasures by individual organizations. These measurements receive careful review to ascertain that the measures are indeed comparable. Measurements are monitored by the Measurements Administrator to assure that aggregation across organizations into summary statistics is valid and meaningful. The summary statistics definitions will be revised as needed. The definition of these measurements includes the designation “compared data.”c. Other measurements include the designation “research data”. Researchdata shall not be used for comparison purposes. However, the Measurements Administrator will analyze the data to reveal possible industry trends. These analyses are reported only to the measurements work group for study to determine future uses.d. The product category performance is improved as each organizationcompares its results against the summary statistics and improves its performance.e. The QuEST Forum measurements database is not intended for use as amanagement tool to manage an organization supplying products, but as a data repository. Output from the database shall consist of statistical summary reports derived from the TL 9000 Measurements Repository System (MRS) for each measurement by product category.TL 9000 Quality Management System Measurements Handbook 3.0 2-2

TL9000 Measurement Handbook.

Section 3 – Measurements Processing, Usage and ResponsibilitiesSection 3Measurements Processing, Usage and ResponsibilitiesIn order to fully meet the requirements of this handbook and the companion TL 9000 Quality Management System Requirements Handbook, the measurements requirement defined here shall be used by the organization:3.1 Requirements for Measurements Usagea. Internally as a part of their continual improvement programs andmanagement reports,b. As appropriate, in customer-organization exchanges and continualimprovement programs, andc. When reporting to the Measurements Administrator, where indicated.TL 9000 registration requires the fulfillment of the TL 9000 Quality Management System Requirements and the reporting of the TL 9000 Quality Management System Measurements data specific to that TL 9000 registration to the Measurements Administrator. The following principles for processing the measurements are meant to foster an environment where customers and organizations can work together to drive continual improvement:3.2 Principles of Measurements Processinga. All applicable measurements for a product category as defined in theMeasurement Applicability Table (Normalized Units), Appendix A, Table A-2 shall be reported.b. Valid reasons for the exclusion of specific measurements from the scope ofregistration must be documented by the organization and available to the registrar (certification/registration body) and customer on request.c. Organizations shall provide TL 9000 measurement data to theMeasurements Administrator who will compile the data and calculate product category statistics, such as “Industry Mean”, “Standard Deviation”, “Median”, “Range”, “Number of Data Points”, and “Best in Industry” for each product category, as appropriate. Results and reports produced by the Measurements Administrator will not identify individual organizations.d. Customers who are members of the QuEST Forum shall provide thenecessary TL 9000 field performance data to the suppliers in order to calculate the specific measurements.e. A customer may request organizations that directly supply products toprovide the TL 9000 measurements specific to that customer. This information exchange occurs strictly between the organization and the customer per mutual agreement. The QuEST Forum Administrator and Measurements Administrator are not involved in any way.f. There will be no ranking of organizations by the QuEST Forum Administrator. g. The processing of measurements shall not compromise the proprietarynature of the data.TL 9000 Quality Management System Measurements Handbook 3.0 3-1

TL9000 Measurement Handbook.

Section 3 – Measurements Processing, Usage and Responsibilities3.3 Principles of Measurements UsageThe intended usage of TL 9000 measurements is to:a. b. c. d.Provide industry performance information suitable for benchmarking, Improve telecommunications processes and products, Identify improvement opportunities, and Standardize customer report cards or assessments.3.4 Measurements Data Aggregation If an organization wishes to register multiple products in the same product and Customer Base category and clearly identifies them as separate in the registration scope, theorganization may report the data for each product separately. Similarly, if an organization registers a business unit or a location, the organization has the option to determine which products will be registered and how the data will be aggregated. 3.4.2 Customer Base3.4.1Aggregation of Productsa. Customer base refers to the defined group of customers that theorganization’s measurement data encompasses. The customer base options are:(1) (2)Forum Members: Only the organization’s customers who are members of the QuEST Forum, or Total: All of the organization’s customers for the product(s) to which the measurement applies.b. The customer base shall be reported in each measurement data submissionfor each measurement as indicated in the measurement profile.c. The organization shall report measurement data from only one customerbase per individual measurement.3.5 Responsibilities3.5.1QuEST Forum Administrator ResponsibilitiesThe QuEST Forum Administrator shall:a. Maintain complete security and confidentiality of an organization’sinformation,b. Develop, implement, publish and maintain formal operating proceduresdefining the TL 9000 measurement process,c. Receive the “Data Confirmation Report” from the MeasurementsAdministrator and forward the “Data Confirmation Report” to the organization,d. Communicate to the organization missing or questionable data concerns asreported by the Measurements Administrator,e. Maintain a membership database that includes registration andmeasurements submission history,TL 9000 Quality Management System Measurements Handbook 3.0 3-2

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