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
• 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 costbased metrics that measure
reliability and quality performance of
the products and services.
(www.Questforum.asq.org)
How TL 9000 can be used
in your organization.
•
•
•
•
•
Improve services
Increase satisfaction
Increase quality
Improve bottom line
Improve efficiency
(www.bsiamreicas.com)
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)
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)
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)
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.
Explaining TL 9000 (cont.)
• QuEST Forum
• 150 Members
• Open to Telecommunications
service providers and suppliers
• Coordinates the global TL 9000
effort
(questforum.asq.org)
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)
How TL 9000 works (cont.)
• Implementing TL 9000
•
•
•
•
Consider Training
Choose a registrar
Develop a quality manual
Develop support documentation
(www.bsiamericas.com)
How TL 9000 works (cont.)
• Implementing TL 9000
• Implement your quality
management system
• Consider a pre assessment
• Gain registration
• Continual assessment
(www.bsiamericas.com)
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)
How TL 9000 helped
• Improved efficiency within
Nortel’s network
• Common goals throughout the
supply chain
• Improved supplier relationships
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)
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)
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)
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
An Exercise (cont.)
• 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
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
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
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/ImplementingT
L9000. 22 September 2004.
“QuEST Forum Overview.”
http://questforum.asq.org/public/overview.shtml. 26 September
2004.
“TL 9000 Registration.”
http://www.bsiamericas.com/Telecommunications/TL9000registra
tion. 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.