Evelean William
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
cost-based metrics that measure reliability
and quality performance of the products and
services. ([Link])
How TL 9000 can be used
in your organization.
Improve services
Increase satisfaction
Increase quality
Improve bottom line
Improve efficiency
How TL 9000 can be used in your
organization (cont.)
Enhanced supplier relationships
Increased competitiveness
Creation of a platform for improvement
initiatives
Continuous improvement
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
([Link])
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
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
Explaining TL 9000 (cont.)
QuEST Forum
• 150 Members
• Open to Telecommunications service
providers and suppliers
• Coordinates the global TL 9000 effort
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
How TL 9000 works (cont.)
Implementing TL 9000
• Consider Training
• Choose a registrar
• Develop a quality manual
• Develop support documentation
How TL 9000 works (cont.)
Implementing TL 9000
• Implement your quality management
system
• Consider a pre assessment
• Gain registration
• Continual assessment
([Link])
Nortel: A real world example
Implemented TL 9000
Part of the current trend in the industry
Proven reliability
September 11, 2001 example
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
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
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
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
