TL 9000 Measurements Handbook Releases

TL 9000 MEASUREMENTS HANDBOOK RELEASE 5.5

Effective June 30, 2017 - 20 pages
The TL 9000 Quality Management System (QMS) Measurements Handbook Release 5.5 consists of two modified sections, a new section, and an associated set of Category Tables.
The new material in the R5.5 Point Release is:

  • A modified section 7.1 FR where the NYR measure has been removed
  • A modified section 8.1 SFQ where the denominator value has been changed
  • A new section 9.3 IRR which introduces a new measurement on the responsiveness to incidents
  • A revised set of Product and Service Category Tables

The R5.5 Point Release material is available for download free of charge at the link listed below. The associated R5.5 Category Tables are available on the Latest Product Category Table page below.

A full electronic copy of the R5.5 Handbook will be available for purchase in the future.
The full handbook will contain nine sections, two appendices, a glossary, bibliography, five figures and 63 tables.
Data submissions under this handbook may be made for July 2017 data and must be made for December 2017 data and following.

Download R5.5 Material

TL 9000 MEASUREMENTS HANDBOOK RELEASE 5.0

Published July 1, 2012 - 179 pages
The TL 9000 Quality Management System (QMS) Measurements Handbook Release 5.0 is a comprehensive guide to measurements processing, usage, responsibilities and requirements. It defines the minimum set of performance measurements to assess progress and evaluate results of quality management system implementation. It identifies performance measurements in the key areas of hardware, software, common, outage and service quality.

Five new measurements are introduced in this release.

  • On-time delivery to supplier promise date (OTIP) - Applies to product categories (1-6) and 8.
  • Basic Return Rate (BRR) - Replaces ERI, YRR, LTR, and NYR in certain product categories where long-term returns are not expected.
  • Mean-time to Restore Service (MTRS) - An outage measurement applicable in product category 7.3.2, Network Operators Center.
  • Global Service Impact (GSI) - An outage measurement applicable in network operator categories (9.x).
  • End-Customer Complaint Report Rate (CCRR) - A service quality measurement applicable in network operator categories (9.x).

This handbook contains nine sections, two appendices, a glossary, bibliography, three figures and 60 tables.
Data submissions under this handbook may be made for January 2013 data and must be made for July 2013 data and following.

Buy handbook

Related Resources
TL 9000 Measurements Handbook Outline
Errata
Translated versions available
TL 9000 Measurements Handbook Examples
TL 9000 Measurement Handbook changes from Release 5.0 to Release 5.5
Supplemental Measurements Library

Latest Product Category Tables