Updates from December, 2012 Toggle Comment Threads | Keyboard Shortcuts

  • support 3:52 am on December 21, 2012 Permalink | Reply
    Tags: , NGN, , Time Warner Cable, , ,   

    What’s In Store For ICT Quality Next Year? A Look At TL 9000 In 2013: 

    As we get ready to close 2012, it’s important to reflect on where TL 9000 has made an impact in the past year.   NEC’s mobile operation recently certified to TL 9000 and there has been a rapid deployment of TL 9000 registrations around the globe.  In the USA, there are many ICT segment leaders that have utilized TL 9000 to transform their telecom business models, such software innovator BroadSoft and major service provider (MSP), AT&T.

    For example, in May of this year, AT&T reached a new milestone with the successful conversion of 23 network operations centers from the ISO 9001:2008 standard to the more appropriate TL 9000 standard under product categories 7.1.2, Provisioning and 7.3.2, Network Operations Center.  These centers include the Global Network Operations Center, Central Office and Mobility Dispatch Centers, Network Reliability Centers, Transport Provisioning Centers and Network Translations Centers.   These centers join an already impressive line-up of TL 9000 registrations in AT&T which include Procurement, C&E Pole Placement and the Long Distance Service Center.  We were proud to be a part of that process.  AT&T continues to expand their TL 9000 program with three more network centers in the process of implementing the standard and others are in the queue.  BIZPHYX remains engaged in leading their diverse suppliers through TL 9000 implementations.


    Global Adoption

    Clearly global quality remains a critical element in supply chain risk and risk management.  ICT supply chains are very complex with critical Tier 1 and 2 manufacturers and suppliers located overseas.  That’s why QuEST Forum works so diligently with their global “hubs” to expand TL 9000 education and certifications in Europe, India, China and Japan.  As a global trainer provider and member of QuEST Forum, we’re involved in this process by providing the necessary training to help drive these implementations.

    This focus will only continue to expand in 2013.  In just the past few months, many new registrations have been earned in the APAC region by companies such as Daesung Network Technology Co., Ltd., Delta Power Solutions India Private Limited, Flextronics (Nanjing) Technology Co., Ltd., Flextronics Computing (Suzhou) Co., Ltd., GOVA, Huizhou Fantop Optoelectronics Display Co., Ltd., Mobile Nine, Co., Ltd.,Network Systems & Technology (P) Ltd. – Communication Business Unit and Aricent Technology (Shenzhen) Company Limited.

    It’s also very exciting to announce the leadership selected for QuEST Forum hubs around the globe for 2013.  This is an impressive list of ICT suppliers and service providers and we’re pleased to be working with so many of these fine organizations:

    EMEA Region:
    Chair – Maria Eriksson, Ericsson, Vice Chair – Manfred Kenull, Cisco Systems and EMEA BPC Chair – Michaela Feiertag, Alcatel-Lucent

    APAC Region:
    Co-Chair – Satoshi Ikeuchi, Fujitsu, Co-Chair – Xu Feng, ZTE Corporation, APAC BPC Chair – Jack Pompeo, Huawei Technologies Co. Ltd. and APAC Secretary – Ashok Dandekar, Fujitsu

    Greater China Hub:
    Co-Chair – Xu Feng, ZTE Corporation, Co-Chair – Zhang Wei Hua, China Tel Shanghai, Co-Secretary – William Wong, HKQAA and Co-Secretary – Dr. Wan Juyong, CEPREI

    India Hub:
    Co-Chair – SK Sharma, Bharti Airtel Ltd., Co-Chair – Raju Wadalkar, Tech Mahindra, Co-Secretary – Inder Mohan, Bharti Airtel Ltd. and Co-Secretary – Kavita Choure, Tech Mahindra

    Japan Hub:
    Chair – Shunichi Fujii, Fujitsu, Co-Vice Chair – Sadao Kamioka, Alcatel-Lucent, Co-Vice Chair – Toshihiko Ogura, JQA and Secretary – Hisahiro Yoshizaki, Fujitsu

    Korea Hub:
    Secretary – Junil Song, KQA


    The Standard Expands: Next Generation Measurements and Upcoming Revisions

    As the ICT landscape continues to evolve into the cloud and public utility grids, so will TL 9000.  QuEST Forum Next Generation Measurements (NGN) sub teams are focusing on the areas of Pre Deployment, Software/Applications, Sustainability, Performance, Security, Cloud Computing/Data Center, Enterprise and Wireless.  Cloud and Wireless sub-teams are actively reviewing Product Categories and exploring new measurement possibilities. The Wireless sub-team has documented a Peak Throughput measurement that is ready to move into a trial phase.

    As many are aware, the TL 9000 Measurements Handbook R5.0 goes into effect in 2013 and work on the Requirements Handbook R5.5 are already underway.  The integrated Global Quality (IGQ) Requirements & Measurements Work Group (WG) has agreed to send out the TL 9000 Requirements Handbook Draft Release 5.5 for a full Forum review. Comments are being solicited and are already due back to IGQ prior to the 2013 Leadership Summit, Work Group Meetings and Strategic Initiative Meetings in late January of 2013.

    All of this work keeps the TL 9000 quality standard on the cutting edge of ICT, while preparing for advances in telecom products and services in addition to expanding deployment of the standard in market segments such as cable and video.


    New Market Segments, Brand Expansion

    New QuEST Forum CEO, Fraser Pajak is wasting no time in elevating the discussion of TL 9000 with other ICT organizations.  Just recently, Fraser presented at the 2012 International SNO Conference.  The Service and Network Operations group (SNO) is a working group put in place by the International Telecommunication Union – Telecommunications Sector (ITU-T) to encourage the development and the implementation of Network and Service Management activities.  He presented on QuEST Forum’s benchmarking capabilities.  As a result, Time Warner is now involved in QuEST Forum.

    Fraser also recently presented at the ETIS Community Gathering 2012 in Athens.  ETIS is a membership based organization which brings together the major telecommunications providers in Europe on key information and communication technology issues.  This level of recognition supports the goals and objectives of the EMEA region.

    Look for this type of leadership to rapidly increase as QuEST Forum CEO, Fraser Pajak implements his strategic plan to expand TL 9000 into new segments of the industry.

    2013 is on track to be an incredibly busy year for the TL 9000 quality management system and we will continue to provide important information to our readers.  BIZPHYX CEO, Sue Clancy remains on the QuEST Forum Executive Board as an Executive Contributor and BIZPHYX Senior Vice President, Bob Clancy is the Co-Secretary of the GBE Work Group along with executives from Fujitsu, Cisco Systems and Alcatel-Lucent.  In March, we will be facilitating TL 9000 sanctioned training in Bangalore, India and we are also leading the way with the new VILT auditor courses. The Q1 course is being offered February 27-March 1st, register here.

    So get ready, the pace is really picking up under the leadership of new QuEST Forum CEO, Fraser Pajak and returning Board Chair, Tim Harden of AT&T.  Stay subscribed to this blog and our quarterly publication, THE STANDARD for the latest in TL 9000, ISO 9001, ISO 14001 and ISO 27001 news and trends.

    Enjoy the Holiday season with friends and family and have a very Happy New Year!

    We’ll be back with you in 2013…  For more information, contact info@bizphyx.com

  • support 12:10 pm on September 27, 2011 Permalink | Reply
    Tags: , , , TL 9000 news   

    TL 9000 News: Insights From The QF Americas Best Practices Conference 

    BIZPHYX executives recently returned from the 2011 QuEST Forum Americas Best Practices Conference held in Seattle. The conference entitled “Integrated Communications: The Next Quality Paradigm” proved to be an illuminating meeting with an unexpected thread weaving its way through the presentations—stories of incredible revenue growth, as a result of TL 9000 certification.

    Tim Harden, President of Supply Chain and Fleet Operations for AT&T opened the conference as the 2011 QuEST Forum Executive Board Chair and spoke on “Network Evolutions and The Mandate For Quality”.  Tim Harden is responsible for all related global functions, including strategic sourcing, purchasing, supplier quality and supplier diversity programs, supply chain logistics and distribution, and fleet management for AT&T Services.  These responsibilities cover all aspects of AT&T’s business, including wireless, IP-based communications, high speed Internet access, local and long distance voice, directory publishing, marketing and advertising services.

    Both Tim’s keynote and the work group sessions addressed the mandate for quality, as the telecommunications industry continues to rapidly deploy new technologies, with increased pressures on speed to market (cloud computing, etc.).  TL 9000, the telecommunications quality standard continues to meet the expectations of the industry, not only from the quality perspective, but also in terms of the incredible value it is bringing to the suppliers and service providers that certify to the standard.

    As suppliers related their stories and best practices, a secondary message emerged from the conference, a story of the sizable revenue growth shared by many of the diverse suppliers who have certified to the standard.  In some cases, we learned of companies that within the last 2-5 years have experienced 150% revenue increases, most of which they attributed to TL 9000 certification.  Because TL 9000 prepares a certified company to better scale business processes to handle an increase in demand (whether organically or by competitor acquisition), it fortifies expansion.  Certification helps an organization handle rapid growth without collapsing from the inside or decreasing customer service quality.  We hope to publish a case study in the very near future, chronicling some the accounts presented at the conference.

    These success stories seemed to reinforce what Tim Harden affirmed in his keynote, that AT&T must address demand, innovation, coordination, collaboration and integration with their suppliers.  Since AT&T expects that their suppliers address niche solutions and be able to answer concerns such as speed to market, time to delivery, reliability and common measures of performance, it is no wonder the company drives TL 9000 through their supply chain.  TL 9000 addresses all of these critical elements of supplier quality.

    Are your processes strong enough to support a 10-fold increase in demand?  That was a question posed to the attendees of the conference.

    Perhaps your answer to that question is defined by investing in TL 9000 certification.  If you’re already certified, your answer may be framed by how you leverage your certification to meet the demands of service providers like AT&T and position your business to increase revenues as a result.

    TL 9000 adoption is now global and BIZPHYX is participating in the expansion by helping to bring TL 9000 education to ASIA.  We will share with our readers what comes out of the APAC Best Practices Conference in Beijing, China in November. BIZPHYX President, Sue Clancy and BIZPHYX Senior Vice President, Bob Clancy will be delivering TL 9000 education to APAC businesses, eager to learn about TL 9000, telecommunications quality and quality managements standards.  Keynote and executive speakers from IBM, AT&T, Ericsson, China Telecom-Shanghai, Huawei, ZTE and Fujitsu will also be present.

    Tune in next week as we release a new educational podcast on “TL 9000 Measurements For “v” Service Organizations” and address some new trends in supplier quality and supply management.  Please feel free to contact info@bizphyx.com with any questions or assistance with TL 9000, ISO 9001 and ISO 14001.

  • support 3:23 am on January 24, 2011 Permalink | Reply
    Tags: , TL 9000 cable segment, , TL 9000 ILEC's, TL 9000 LEC's, TL 9000 VoIP segment, TL 9000 wireless segment   

    The Value of TL 9000 In The Wireless, VoIP and Cable Communication Segments 

    This past week, I was preparing for a QuEST Forum Executive Board Presentation on TL 9000.  It became clear to me while preparing this presentation that a current review of TL 9000 and its benefits in other communication segments would be an excellent topic to begin our blog/support desk for 2011.  Even though I have published two articles on this topic in the past, there have been substantial gains made with TL 9000 in recent years.

    Most of my familiarity with TL 9000 adoption has been in the traditional Local Exchange Carrier segment of the industry.  I started thinking–what TL benefits would be applicable or unique to the wireless, VoIP and cable segments of the communications industry? What is QuEST Forum doing to promote penetration of TL 9000 in these segments?  What is the chance that TL 9000 will gain adoption among all segments of communications? The next few paragraphs will hopefully wet your appetite by presenting some general facts about TL 9000 and the very real possibility of this adoption trend.

    QuEST Forum published some performance data results that are important to highlight.  At the end of 2010, QuEST Forum recorded approximately 1900 TL 9000 certifications, with the majority of them in Asia Pacifica and North America. The standard, in two Handbooks covering requirements and measurements has been updated through release 5.0 of requirements and 4.5 of measurements.  It has matured significantly, as volunteer representatives of major service providers, OEM suppliers and service companies improved the standard through lessons learned and by bringing in best practices from other frameworks such as the Capability Maturity Model (CMMI) and the automotive standard, TS16949.

    Initially, the benefits of TL 9000 that we hoped to see were the development and use of a common quality language throughout the telecommunications supply chain, greater network reliability, a higher rate of on time delivery and a reduction of customer problem reports.  Since the inception of QuEST Forum in 1998, many of these benefits have been realized.

    As I mentioned before, QuEST Forum released results of a compilation of industry data based on the standardized reporting of certified companies.  Data for 8 of about 32 different product categories was studied for the period 2007-2008.   The data revealed among other things that for on time delivery, the linear average of the averages of the 8 product categories had risen from 75% to 81%, while certain product categories had improved as much 130%. This is important, since many of the product categories studied deliver critical network services every day for users of the public network.  These improvements were realized by simply applying the time-honored principle of measuring what you want to manage.

    In addition to the benefits outlined previously, I believe that there are at least three more that have recently been introduced into the TL 9000 standard, risk management, sustainability and additional emphasis on testing.  That’s a big scope of impact.  In the next 4 installments of this series, I will highlight how these areas of impact are just as critical to the delivery of service in wireless, VoIP and cable market segments.  TL 9000 is proving its worth as a “communications” industry standard and its migration—may be an inevitability.  Stay tuned for this series, as it may get you to think about your product or service in a more strategic way!  For more information contact bclancy@bizphyx.com.

  • support 1:06 am on October 18, 2010 Permalink | Reply
    Tags: , Clause 7.3.1.C.4 of the Release 5.0 of the TL 9000, Design and Development, Service Delivery, TL 9000 7.1.V .1, TL 9000 7.3, TL 9000 For Service Organizations, TL 9000 Risk Managment Requirements   

    Applying Risk Management Plan Requirements For Service Organizations 

    Clause 7.3.1.C.4 of the Release 5.0 of the TL 9000 Quality Management System Requirements Handbook-Risk Management Plan, requires the certifying organization to “develop and document a plan for the identification, analysis and control of risks to the project that can impact cost, schedule, product quality or product performance”.   While this requirement is in section 7.3, Design and Development, it also applies through clause 7.1.V .1, Service Delivery, to service companies that may not design their services, but just provide them.

    The requirement is specifically intended to address the impact of risk on projects. For service companies, such risks may affect individual projects in the case of installation or outside construction work, or affect the general service you provide as in the case of a network operations center (NOC).  As a manger, your responsibility is to identify potential risks to your projects or services.  The accompanying note provides some guidance on what to look for.  The note says, “Risk Management should be performed during all phases of product development (also service delivery see 7.1.v.1) and should include:”

    a) The means to determine risk sources, categories, and priorities,
    b) Identification of significant or critical characteristics and failure modes, including customer experience,
    c) A definition of risk parameters (e.g., probability of occurrence, severity of impact) to be used in determining risk priorities and any scoring mechanisms to be used (e.g., FMEA – Failure Mode Effects Analysis),
    d) How risks will be managed (e.g., tools to be used, actions to reduce risk, mitigation strategies, monitoring and reporting requirements),
    e) Inputs from appropriate functional disciplines, and
    f) A mechanism for capturing and applying lessons learned.

    This means identifying risks may include management review or review by project experts, or a review of lessons learned from prior projects.  It may include common sense risk items that simply need to be listed and then prioritized and managed.  Your plan should also record how you plan to manage risksLet’s look at a quick example:

    Mythical Installation Company’s management knows this requirement has to be addressed.  So they conduct a series of brainstorming sessions to determine risks.  They recall that several years ago there was a significant shortage of chips that caused the products they were installing to be delayed, thus delaying their projects.  Another employee suggested that there could be a repeat of the severe shortage of skilled installers that happened two years ago.  Finally, several individuals suggested that natural or manmade disasters could cause the interruption to their installations.  Once the risks were identified they were prioritized and a management plan was developed.  The plan included customer notifications of delayed product, alternate staffing companies to mitigate possible labor shortages and a detailed strategy to relocate alternate facilities in the case of a natural disaster. These conditions and resulting strategies, were all documented in the plan.  Furthermore, management scheduled reviews during the year to ensure that the plan would continue to be appropriate.

    Naturally this is a fairly simplistic example, but hopefully it will provide some food for thought.  If you have further questions regarding risk management requirements, don’t hesitate to contact us at info@bizphyx.com.  Next week, we begin a 3-part series on the value of ISO and TL 9000 certification and some tips on how to market your certification.

  • support 11:26 am on August 25, 2010 Permalink | Reply
    Tags: 7.3.1.C.6 Estimation, , , , ,   

    TL 9000 Clause 7.3.1.C.6 Estimation: Defined and How To Document 

    We were recently asked an excellent question about 7.3.1.C.6 Estimation.  Here is a definition of that clause and support on how to document that the requirement is being met:

    Estimation is usually led by a program or project management function before a project can begin to evaluate how much development or delivery of a service will cost and what risks are involved, along with staffing, schedules, cost, quality, reliability, and productivity estimates.  The responsible manager obtains input from other functional organizations and so the evidence for conformity can come from many places.

    Therefore, many companies will use a program or project management plan template to create specific project plans in order to record variables including estimation requirements.  Using the template, the responsible program manger will complete a specific project plan containing the appropriate factors including those required by 7.3.1.C.6 Estimation.  The manager will require functional departments to provide specific estimates for the plan along with the sources of data for recording performance against that plan.  The plan is updated with the estimates and once they are all recorded, the plan is submitted for approval.  Then it is reviewed at various stages using the data.

    Again, because the estimate sources and data are normally diverse, having them recorded in a central place like a project plan is a necessity.  To the question, the completed project plan becomes the main body of evidence for conformity along with the data from the various sources called out in the plan.  This method is not the only method in use so when auditing, you may need to ask where the project estimates and data are recorded and follow that audit trail.

    If you have any more questions on TL 9000 clauses, please feel free to contact blancy@bizphyx.com.

  • support 1:00 am on July 9, 2010 Permalink | Reply  

    TL 9000 Measurements R4.5 Handbook: Available July 1, 2010 

    We have been receiving questions about the new TL 9000 Measurements Handbook.  QuEST Forum has approved the new release of the TL 9000 Measurements Handbook.  Hard copies and site licenses of the R4.5 Measurements Handbook will be available for purchase on the TL 9000 website starting July 1, 2010.

    The TL 9000 Quality Management System Measurements Handbook Release 4.5 is a comprehensive guide to measurements processing, usage, responsibilities and requirements.  It outlines the minimum set of performance measurements to assess progress and evaluate results of quality management system implementation.  It also identifies performance measurements in the key areas of hardware, software, and service quality.  The new release of the TL 9000 Measurements Handbook is effective December 31, 2010, to ensure adequate time for organizations to complete Delta training and seamlessly upgrade to the new release.

    This handbook is different from the R5.0 Requirements Handbook.  Please remember that any audits using the R4.0 Requirements Handbook must be fully completed prior to November 15, 2010.  Contact BIZPHYX if you require any assistance with upgrading or clarification between the Measurements and Requirements Handbook changes.

    • freddi 3:05 pm on July 11, 2010 Permalink

      Thank you for the update on the TL 9000 Measurements Handbook R4.5. We didn’t know it was already available!

  • support 1:32 am on June 1, 2010 Permalink | Reply  

    R5.0 Requirements Implementation: November 15, 2010 

    This is just a reminder that all TL 9000 audits on or after November 15, 2010 must be conducted against the R5.0 Requirements Handbook.  All audits still using the R4.0 Requirements Handbook must be fully completed prior to November 15, 2010.   The R5.0 release contains two new requirements, twenty five modified requirements and two requirements with expanded scope.  Please contact bclancy@bizphyx.com with any questions or implementation needs.

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