TL 9000 IMPLEMENTATION TIPS
- Overview
- Aquisitions
- Contractural/RFP Issues
- Cost Benefit Analysis
- Documentation Control and Record Keeping
- Goal Setting and Reporting Results
- Internal Auditing, Auditors and Registrars
- Measurements Collection and Reporting
- QMS Implementation
- Quality Manual Development
- Registration Landscape
- Senior Leaders Roll and Management Review
- Subject Matter Expert Support
- Training
Contractual / RFP Issues
How did you handle contractural and RFP issues in the registration during your implementation?
- Lucent
Lucent implemented a standardized cross-Lucent process for reviewing the quality and customer satisfaction requirements in Requests for Proposal (RFP), Request for Information (RFI) and Customer Contracts. The purpose was to ensure we provided accurate and consistent data fro inclusion within these documents, that we ensured that we were fully knowledgeable of any quality-related requirements and/or registration commitments, that we ensured full compliance with all our contractual commitments, and that we streamlined and improved the time it took to review and respond to RFPs and Contracts. To do this we established a single global point of contact for receipt and review of all RFPs, RFIs and proposed contracts that had quality requirements. In addition to expedite the response, we developed a two-page "State of Quality" document for each unit and for Lucent as a whole. These State of Quality documents contained information that is normally asked in RFP/RFIs and Contracts. We find that about 80% of the RPS and contracts can be answered on the same day of the request using the information in these documents. We negotiated this process with our entire contract and capture managers worldwide on a trial basis with a view to evaluate after 6 months. The review proved the process was working well and is now deployed about 1 ½ years.
Read the complete interview (PDF,50KB)
