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
Measurements Collection and Reporting
How did you accomplish measurements collection and reporting to the QuEST Forum Measurements Repository System (MRS) during your implementation?
- Alcatel - Measurement Collection and Reporting
- Raw data for TL metrics are collected at the product level within the units
- Data is provided to a central group for consolidation and reporting to UTD. This group consists of 3 people. They also do all the RQMS metric reporting and customer-specific metric reporting, including up to 35 different reports that are done centrally.
- Alcatel has a website (open to all employees) that shows their Key Performance Indicators (select TL 9000 metrics, plus some other things they track (i.e., delivery performance, forecasting accuracy, inventory turns, etc.). The remainder of TL metrics is published within the applicable units.
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- Lucent Poland - Measurements Collection
All metrics required by TL standard and related to LT Poland activity were demonstrated separately. Rules and exclusions were discussed with departments responsible for the proper metrics and small virtual team, responsible for data collection was created.
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- Nortel - Implementing Measurements
Nortel business has been influenced for years by the RQMS standard. Given the similarity of most of the RQMS measures and the TL 9000 measures, Nortel just naturally evolved to adopt the TL 9000 standard. Probably the biggest challenges we have had was convincing our non-US customers that RQMS/TL 9000 is a good thing for them. Once we engage our customer and explain what TL 9000 is all about, we have very little trouble using TL 9000 methods to report the health of there networks and services.
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- Nortel - Reporting Measurements
We just follow the process dictated by UTD. We evolve as they evolve. We try and automate as much as possible.
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- Lucent - Measurement Collection and Reporting
Lucent is changing from a totally decentralized measurement reporting and collection approach to a semi-centralized approach. This is in line with their registration consolidation efforts. With this approach, collection of raw data will still be handled locally, but aggregation of the data and reporting to UTD will be centralized. In addition, there is a member of the Lucent Performance Excellence Organization (formerly Lucent Global Quality Office) that is a dedicated TL 9000 measurement SME to:
- Answer questions
- Ensure consistency of counting rule applications
- Interface with UTD
- Lead a cross-Lucent measurements team aimed at improving the consistency of data collection across the company.
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- Nortel - Centralized versus Decentralized Collection and Reporting
Centralized - we found that having more that one group reporting always led issues around message consistency. We would have leaders presenting what was supposed to be the same measurement but the values were different. Over time we consolidate all TL 9000 reporting to one team. The team prepares all TL 9000 related data for the whole corporation.
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- Tekelec - Automation of TL 9000 Measurements Collection
We initially attempted to automate the TL 9000 Reporting aspects through a Microsoft Access database. Due to multiple issues, such as limitations to formats and query potential, other automation tools were reviewed. Tekelec purchased SAS Software to custom build a TL 9000 Reporting mechanism.
Two staff members were then tasked with learning the TL 9000 Measurements Standard, determining the portions that applied to Tekelec, determining data locations, and documenting any gaps in data collection. The SAS Program was then custom built to pull all relevant data and export to the multiple formats required.
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- University of Texas at Dallas - Implementing TL 9000 Measurements Collection
An organization that is trying to get TL9000 certified needs to ensure that they have a problem tracking system in place so they can report Measurements appropriately. Any issue arises while submitting data to UTD must be communicated via email. Organization should establish a method of communicating with customers so the system outage related issues could be reported. UTD have program to verify that the sub data is within parameter and expected range boundaries.
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