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9780873895422

Tl 9000 Release 3.0

by ; ;
  • ISBN13:

    9780873895422

  • ISBN10:

    0873895428

  • Edition: 2nd
  • Format: Hardcover
  • Copyright: 2002-04-01
  • Publisher: Asq Pr
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List Price: $20.00

Summary

One of the most complete sources of information on the telecommunication standards. Explains the standard in understandable terms, and provides examples and case studies from the industry. Also provides many helpful tips on implementing the standards in any organization.

Author Biography

Dr. Sandford Liebesman retired as Corporate ISO Manager for Lucent Technologies after 29 years in quality assurance, reliability and quality management Alka Jarvis, President of Bay Area Quality Assurance Association, has 27 years of experience in software development Ashok V. Dandekar is Director of Quality & Program Management and Engineering IT at Fujitsu Network Communications, Inc. where he was responsible for implementing the TL 9000 standard in Fujitsu's Engineering division

Table of Contents

Foreword xii
Preface xiii
Acknowledgments xv
Introduction
1(20)
Creation of the QuEST Forum
1(1)
Telecommunications Industry Needs
2(1)
The Goals and Expectations of TL 9000
3(4)
QuEST Forum Membership Categories
4(2)
The TL 9000 Model
6(1)
The TL 9000 Handbooks
6(1)
Sources Used to Develop the TL 9000 Requirements Handbook
7(1)
Key Additions to ANSI/ISO/ASQC Q9001-1994
8(1)
Improvements in ANSI/ISO/ASQ Q9001-2000 Relating to Key TL 9000 Adders
9(2)
The Use of Measurements to Improve Product and Service Quality
11(3)
The Measurements Implementation Process
11(1)
Approved Measurements
12(2)
Product and Service Categories
14(1)
Pilot Program
14(1)
Registration Process
15(1)
Training
16(1)
Administration
17(1)
Information Sources
18(1)
The QuEST Forum's Global Approach
18(1)
Endnotes
19(2)
Common Requirements
21(32)
Introduction
21(1)
Codes Used to Identify the Type of Requirement
22(1)
Common Adders
22(30)
Control of documents
23(1)
Customer focus
23(2)
Planning
25(3)
Responsibility, authority and communication
28(1)
Human resources
28(4)
Work environment
32(1)
Planning of product realization
32(3)
Review of requirements related to the product
35(1)
Customer communication
36(2)
Design and development
38(8)
Purchasing
46(1)
Product and service provision
47(1)
Monitoring and measurement
48(1)
Analysis of data
49(1)
Improvement
50(2)
Endnotes
52(1)
Hardware, Software, and Service Requirements
53(26)
Introduction
53(1)
Codes Used to Identify the Type of Requirement
53(1)
Hardware/Software Adders
54(4)
Product realization
55(3)
Hardware and Service Adders
58(2)
Resource management
58(1)
Product realization
58(1)
Measurement, analysis and improvement
59(1)
Hardware Adders
60(6)
Product realization
60(3)
Measurement, analysis and improvement
63(3)
Software Adders
66(8)
Planning of product realization
66(1)
Design and development
67(4)
Production and service provision
71(2)
Measurement, analysis and improvement
73(1)
Service Adders
74(3)
Product realization
74(2)
Measurement, analysis and improvement
76(1)
Endnotes
77(2)
TL 9000 Measurements
79(30)
The Importance of Measurements
79(1)
Introduction
80(1)
Metrics Work Group
81(2)
Metrics Selection Using the Goal-Question-Metric Model
83(3)
Phase 1 Measurements
86(2)
Metrics Usage
88(1)
Common Measurements
89(5)
Number of Problem Reports
89(1)
Problem Report Fix Response Time and Overdue Problem Report Fix Responsiveness
90(2)
On-Time Delivery
92(2)
Hardware and Software Measurement
94(2)
System Outage
94(2)
The Hardware-Only Measurement
96(2)
Return Rate
96(2)
Software Measurements
98(7)
Option 1--Software Release Application and Patching
98(1)
Option 2--Software Updates
99(1)
Option 3--Software Update and Patching
99(1)
A Description of the Four Software Measurements
99(1)
Software Update Quality
99(1)
Release Application Aborts
100(1)
Corrective Patch Quality and Feature Patch Quality
101(4)
Services Measurement
105(2)
Service Quality
105(2)
Metrics Submission and Analysis
107(1)
Endnotes
107(2)
TL 9000 Measurements Data Management and Analysis
109(20)
Metrics Repository System
109(3)
Confidentiality of Source and Data
110(1)
Encryption Process
111(1)
Data Security
111(1)
Metrics Data Storage
112(1)
Metrics Data Flow
113(7)
Interaction between Supplier and Customer
116(1)
Interaction between Supplier and ASQ
117(1)
Interaction between Supplier and UTD
117(1)
Interaction between Supplier, ASQ, and UTD when Data Transmission Fails
118(1)
Interaction between Supplier, Registrar, and ASQ
119(1)
Interaction between ASQ and UTD
120(1)
ASQ's Additional Responsibilities
120(1)
The Goals and Expectations of TL 9000 Measurements
120(6)
The Use of Measurements to Improve Product and Service Quality
122(1)
Measurements Computation
123(1)
Product and Service Categories
124(1)
Training
125(1)
The QuEST Forum's Global Approach
126(1)
Endnotes
126(3)
TL 9000 Case Studies: An Innovative Way of Gathering Feedback Information
129(18)
Introduction
129(1)
Pilot Participants
130(1)
Case Study Surveys
130(4)
The Case Study Survey Results
131(2)
Some Facts About the Case Study Survey Respondents
133(1)
Obtaining Management Commitment
134(6)
Cost versus Value
135(3)
Managing the Implementation Process
138(2)
Benefits of the Gap Analysis and Internal Audits
140(1)
TL 9000 Process Development and Documentation
140(4)
Training
142(1)
Internal Auditing
142(1)
Measurements
142(1)
The Lifecycle Model
143(1)
Preassessment and Registration Results
144(1)
Recommendations to Organizations Implementing TL 9000
145(1)
Endnotes
145(2)
Some Final Thoughts
147(2)
Endnotes
148(1)
Appendix 1 Tables of Adders to ANSI/ISO/ASQC Q9001-1994 and ANSI/ISO/ASQ Q9001-2000 149(10)
Appendix 2 TL 9000 Registration and Accreditation 159(6)
Getting Started
159(4)
The Initial Audit
160(1)
Migration to TL 9000
161(1)
Publicizing Your Registration
161(1)
Your Registrar
161(1)
Alternate Method for Maintaining Certification
162(1)
Conclusion
163(1)
Endnotes
163(2)
Bibliography 165(4)
Index 169

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