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Presentation by Edin Musanovic

Presentation by Edin Musanovic . What will be covered. TL 9000 defined How TL 9000 can be used in your organization Explaining TL 9000 How TL 9000 works A real world example An exercise Summary. TL 9000 Defined.

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Presentation by Edin Musanovic

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  1. Presentation by Edin Musanovic

  2. What will be covered • TL 9000 defined • How TL 9000 can be used in your organization • Explaining TL 9000 • How TL 9000 works • A real world example • An exercise • Summary

  3. TL 9000 Defined • The purpose of TL 9000 is to define the telecommunications quality system requirements for the design, development, production, delivery, installation and maintenance of products and services. Included in TL 9000 are performance and cost-based metrics that measure reliability and quality performance of the products and services. (www.Questforum.asq.org)

  4. How TL 9000 can be used in your organization. • Improve services • Increase satisfaction • Increase quality • Improve bottom line • Improve efficiency (www.bsiamreicas.com)

  5. How TL 9000 can be used in your organization (cont.) • Enhanced supplier relationships • Increased competitiveness • Creation of a platform for improvement initiatives • Continuous improvement (www.questforum.asq.org)

  6. Explaining TL 9000 • Combining efforts • Bell Atlantic, BellSouth, Pacific Bell, and Southwestern Bell • The QuEST Forum • Global harmonization • Include suppliers and companies • Create extension to ISO 9000 • Goals of improving quality • Creating a standard (www.questforum.asq.org)

  7. Explaining TL 9000 (cont.) • TL 9000 Handbook • Five layers dealing with ISO 90011 and hardware, software ad service requirements • Layer one: requirement clauses of the International Standards ISO 90011 • Layer 2: Common Telecommunications Industry requirements that apply to hardware software services • Layer 3: Contains those requirements that are specific to hardware, software and services • Layer 4: Common Telecommunications Industry measurements that apply to hardware, software and services • Layer 5: Provides measurements – The measurement tools to be used with hardware, software and/or services processes and products – to be used to measure results relative to the requirements (www.questforum.asq.org)

  8. Explaining TL 9000 (cont.) • Registration • Established by the QeEST Forum • For Suppliers and Telecommunications companies around the world • Working with Registrar Accreditation Board • Percent Market Share of TL 9000 Registrations (www.questforum.asq.org) Chart Courtesy of http://pulse.tiaonline.org/pring.cfm?id=982.

  9. Explaining TL 9000 (cont.) • QuEST Forum • 150 Members • Open to Telecommunications service providers and suppliers • Coordinates the global TL 9000 effort (questforum.asq.org)

  10. How TL 9000 works • Implementing TL 9000 • Purchase the standard • Review support literature and software • Familiarize yourself with the additional requirements Evaluate performance • Assemble a ream and agree your strategy (www.bsiamericas.com)

  11. How TL 9000 works (cont.) • Implementing TL 9000 • Consider Training • Choose a registrar • Develop a quality manual • Develop support documentation (www.bsiamericas.com)

  12. How TL 9000 works (cont.) • Implementing TL 9000 • Implement your quality management system • Consider a pre assessment • Gain registration • Continual assessment (www.bsiamericas.com)

  13. Nortel: A real world example • Implemented TL 9000 • Part of the current trend in the industry • Proven reliability • September 11, 2001 example (pulse.tiaonline.org)

  14. How TL 9000 helped • Improved efficiency within Nortel’s network • Common goals throughout the supply chain • Improved supplier relationships

  15. Additional examples • Alongside Nortel there are many other companies utilizing TL 9000 • Other companies: • SBC, Verizon, BellSouth and Bell Canada • These companies have utilized TL 9000 and they have been able to create a demand for TL 9000 compliant suppliers • For SBC the implementation of TL 9000 has resulted in $1.3 billion savings (pulse.tiaonline.org)

  16. Additional examples (cont.) • Since 1999 more than 420 TL 9000 certifications have been issued • Cost of poor quality in the industry is approaching $40 billion in 2003 • These costs were $15 billon in 1999 • More companies are getting interested and SBC is an example of what can be achieved (pulse.tiaonline.org)

  17. An Exercise • Consider the previous examples • Take some time and write down three benefits of TL 9000 • Take these three points and identify the problem areas which relate to your choices • Now we will create teams of four and discuss you should present your points to your team members (take 15 minutes for this discussion)

  18. An Exercise (cont.) • When the discussion is completed you should take some more time and combine these different points and problem areas • Take some time and rank these by importance • You should be able to come up with a list that will outline some of the problems and it should give you an idea where improvements can be made

  19. This exercise should result in higher awareness and a more critical view of ones organization This exercise will allow you to see how TL 9000 can help improve your company. This exercise can be used not only today but it should be used to provide continuous awareness of your companies performance prior to TL 9000 and when implementation and registration are complete An Exercise (cont.)

  20. Summary • TL 9000 is a new standard created to improve quality throughout the telecommunications industry • TL 9000 provides a standard comparable to ISO 9000 • Since its implementation TL 9000 has shown to be effective and there are many examples of its success • Support amongst the telecommunications companies is increasing

  21. Summary (cont.) • Benefits for the business and its customers • Provides network quality and reliability • TL 9000 provides a structure which allows flexibility • TL 9000 is here to stay

  22. Bibliography “Improving the Bottom Line in Telecom: An Industry Update of TL 9000.” Internet. http://pulse.tiaonline.org/print.cfm?id=982. 25 September 2004. “Implementing TL 9000” Internet.” http://www.bsiamericas.com/Telecommunications/ImplementingTL9000. 22 September 2004. “QuEST Forum Overview.” http://questforum.asq.org/public/overview.shtml. 26 September 2004. “TL 9000 Registration.” http://www.bsiamericas.com/Telecommunications/TL9000registration. 22 September 2004. “TL9000 Quality Management System Requirements and Measurements.” http://www.questforum.org. 28 September 2004 “What is TL 9000?” http://www.bsiamericas.com/Telecommunications/WhatisTL9000. 25 September 2004.

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