TL 9000 Measurements Handbook Outline

This handbook is comprehensive guide to measurements processing, usage, responsibilities and requirements. This handbook contains nine sections, two appendices, a glossary, bibliography, four charts and 47 tables.

Foreword – A note from the QuEST Forum Executive Board.
Preface – Explanation of QuEST Forum's goal in creating and using TL 9000.
Acknowledgements – A list of the companies and people who participated in the development of Release 4.5 of the Measurements Handbook.
Table of Contents
List of Figures
List of Tables
Section 1: Introduction – Lists the goals of TL 9000, states the purpose of TL 9000, benefits of implementation, relationship to ISO 9001 and other requirements, explains how the TL 9000 handbooks are developed and maintained, and defines the effective date of use.
Section 2: Structure – Defines the structure of the handbook and terminology used. It also addresses the data flow of TL 9000 and the usage of the measurements data.
Section 3: Measurements Processing, Usage and Responsibilities – Includes requirements for measurements usage; the principles of measurements processing; principles of measurements usage; measurements data aggregation and customer base; responsibilities of various organizations including the Registration Administrator, Measurements Administrator, the organization, customers, QuEST Forum, and certification bodies.
Section 4: General Measurement Requirements – Defines requirements for measurements reporting including conformance to measurements profile; applicable product categories; customer source data; acceptable alternative measurements; report frequency and method; use of fiscal periods and calendar days; reporting of compared and research data; product exclusions; measurement applicability; calculation of normalization units; format of report data; and the benefits of using TL 9000 measurement data.
Section 5: Common Measurements – Details specific requirements for measuring and reporting TL 9000 measurements that applies to all product categories. These include the number of problems reported to the organization by customers (NPR), the performance of the organization in fixing problems (FRT and OFR), and the ability of the organization to deliver its products and services when the customer wants them (OTD).
Section 6: Outage Measurements – Defines outages and how to measure them. Outages apply to systems (SO), network elements (NEO), and support service caused outages (SSO). The outages are measured in events and normalized duration for both organization and customer responsible events.
Section 7: Field Returns – Measures the amount of product returned to organizations by customers over three shipment periods: early period (ERI), one year (YRR), and long term (LTR). Also measures the normalized one year return rate (NYR).
Section 8: Software – Applies to two software measurements; Software Fix Quality (SFQ) that measures the quality of software fixes delivered to the field, and Software Problem Reports (SPR) that are a subset of problem reports (see NPR) that apply to software only.
Section 9: Service Quality. – The service quality (SQ) is a measure of conformance of a service to a specified criterion.
Appendix A: Product Category Tables – Defines the approximately 130 product categories to be used in classifying products and reporting data so that the measurement of like product can be normalized and compared. This table is updated frequently and the latest version is available to TL 9000 registrants and QuEST Forum members on the TL website.
Appendix B: TL 9000 Customer Satisfaction Measurements Guidelines – Offers guidance is measuring customer satisfaction. These measurements are not reported to the Measurements Repository.
Glossary – This section contains definitions of the abbreviations used in the handbook and 107 terms.
ISO 9000:2005 Defined Terms – A list of ISO terms with references to their definitions
Bibliography – 8 references