TL 9000 Performance Metrics to Drive Improvement

Article

Aycock, D. Galen; Drouin, Jean-Normand; Yohe, Thomas F.   (1999, ASQ)   Bell Atlantic, Arlington, VA; Bell Canada; Alcatel USA, Richardson, TX

Quality Progress    Vol. 32    No. 7
QICID: 13410    July 1999    pp. 41-45
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Article Abstract

The Metrics Repository System is a defining characteristic of TL 9000, as compared to other sector-specific implementations of ISO 9000. Mandatory performance and product metrics will facilitate benchmarking and improvement in the telecommunications industry. The improvement effort is being driven by the Quality Excellence for Suppliers of Telecommunications (QuEST) Forum, whose members are service providers and suppliers in the telecommunications industry. Quality in this industry has a rich history that extends from J. M. Juran's work at AT&T's Bell Laboratories and Western Electric Co. to the pre-AT&T-breakup establishment of Bellcore (Bell Communications Research) standards to modern applications of ISO 9000 quality systems requirements. TL 9000 registration involves three levels of measurement: (1) used by suppliers for internal continuous improvement and management reporting; (2) used externally by suppliers and service providers to deal with product-specific issues; and (3) used for collecting benchmark data. Possible TL metrics include: service responsiveness; return of hardware rates; number of problem reports; and software update quality. Future challenges for QuEST are threefold: to align TL 9000 with revisions of ISO 9000; to obtain recognition for TL 9000 as a sector-specific tool; and to apply other ISO tools, such as software engineering standards, within TL 9000.

Keywords

Quality improvement (QI),Metrics,ISO 9000,Benchmarking,Suppliers,TL 9000,Telecommunications industry


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