Updates from May, 2012 Toggle Comment Threads | Keyboard Shortcuts

  • support 11:56 pm on May 8, 2012 Permalink | Reply
    Tags: , , TL 9000 Global (India, China, Europe), , TL 90000 training   

    TL 9000 News: A Report On ICT Quality In India and A New CEO For QuEST Forum 

    BIZPHYX Senior Vice President, Bob Clancy just returned from a 2-week training junket in India where he delivered another series of TL 9000 quality management training courses in New Delhi and Bangalore.

    The courses were extremely well attended by some of India’s brightest minds in telecom and ICT.  India and China are leading the way (in Asia) with the adoption of TL 9000, the global ICT quality management standard.  The QuEST Forum India Hub is creating a path for more education in the region, utilizing BIZPHYX executives to facilitate overview and advanced training of telecom executives in the region.  This effort is also being championed by Bharti Airtel Ltd and Wipro.

    In fact, many of the recent TL 9000 registrations are from Asia.  Our congratulations to the newest TL 9000 registrants: 3Z Telecom, Cybiotronics (Far East) Limited, Emirates Integrated Telecommunications Company, Gonzales Communications, Inc., MAPtech, Mentech Electronics Co. Ltd and Sunwoo Communication Co., Ltd.

    We all had a great time and we appreciate your support and hospitality.  Dhanyavad!


    Bangalore TL 9000 Training Class Photo

    BIZPHYX SVP, Bob Clancy With TL 9000 Students In Bangalore, India (May 2012)


    Back in the USA, QuEST Forum, the governing body over the TL 9000 standard made a surprising announcement about a new CEO appointment for the organization.

    Trevor Putrah, President and COO of KGP Logistics, the 2012 Board Chair of QuEST Forum and Tim Harden, President of Supply Chain and Fleet Operations for AT&T, the 2012 Executive Board Vice Chair of QuEST Forum, released this joint statement:

    ….Following extensive review and discussion, we are thrilled to let you know that Fraser Pajak will be joining QuEST Forum as CEO.  Fraser is retiring from TELUS Communications as Vice President, National Service Infrastructure Support in May, and he will join QuEST Forum staff effective September 1, 2012.

    Most of you know Fraser well from his activity and leadership as a Director on the QuEST Forum Executive Board and the 2009 Chair of the QuEST Forum Executive Board, along with his extensive work leading the Network and Service Reliability Benchmarking Strategic Initiative (EB6).  Fraser brings a wealth of knowledge in network operations, and his experience and perspective from a service provider standpoint will be essential as we look to continue to build QuEST Forum relevance globally.

    Fraser Pajak will be leading a global organizational challenge to advance TL 9000 adoption in other segments of ICT such as cable and broadband, by utilizing his expertise and experience with TELUS Canada to influence other C-suite executives in the communications industry.

    We believe some big developments regarding the standard will be forthcoming in 2013!  For more information on TL 9000 training and implementation contact info@bizphyx.com.


  • support 3:00 am on March 19, 2012 Permalink | Reply
    Tags: , , , TL 9000 sanctioned courses   

    BIZPHYX Delivers TL 9000 Education In India: The QuEST Forum APAC 2012 

    BIZPHYX will be participating in the upcoming QuEST Forum TL 9000 APAC Best Practices Conference April 2-5 in New Delhi, India.  The 2012 Conference entitled “Integrated Communications Services: Anytime, Anywhere” features an impressive list of speakers and Diamond sponsors including AT&T, China Telecom and Ericsson.

    Tim Harden, President of Supply Chain and Fleet Operations for AT&T and the QuEST Forum Executive Board Vice Chair will deliver the keynote presentation: “Technology Evolution and the Mandate for Quality”.

    This year’s conference is a four-day event, offering an intensive learning experience that includes keynote speakers, panel discussions, workshops and executive sessions with a focus on the region.

    After the conference, BIZPHYX SVP and TL 9000 Master Trainer, Robert Clancy will return to India in April and May to deliver TL 9000 Sanctioned Courses in measurements, requirements and auditing.  Visit the TL 9000 global section of the BIZPHYX website for more information or to register for courses.

    Bob was just in the region in February, delivering TL 9000 Introduction and Overview courses in conjunction with the India Hub.  This complimentary education was delivered in Chennai, Hyderabad, Mumbai and New Delhi:

    TL 9000 Students At The AirTel Center In New Delhi

    Students At The AirTel Center In New Delhi Obtaining TL 9000 Introduction & Overview Education (Feb 2012)

    BIZPHYX In India

    BIZPHYX SVP, Robert Clancy Delivering TL 9000 Training Courses at the AirTel Center in New Delhi (Feb 2012)

  • support 8:37 pm on February 19, 2012 Permalink | Reply
    Tags: , TL 9000 courses, , TL 9000 QuEST Forum sanctioned training,   

    TL 9000 Curriculum Paths: Know Your Path 

    In preparing for our recent trip to India to deliver TL 9000 Education and Overview courses, several questions were presented to us about which sanctioned courses an individual should take.  Sometimes those new to the TL 9000 standard have legitimate questions about which course is right for them, depending upon their current position.

    This curriculum path has proven to be very helpful to the quality executives that we are working with in India, but is has universal application.  We have now posted this curriculum path on our TL 9000 Course Library page and on our Knowledge Base.  A snapshot of the chart is shown below:



    Before registering for a TL 9000 sanctioned course, it is important to know which path of learning is best for you in your current position.  There are four basic paths:

    • the Executive/Contributor path
    • the Practitioners Non-Auditing path
    • the Practitioners Auditing path
    • the CB Auditors (third party) path

    Our TL 9000 curriculum path PDF describes the different learning paths in great detail and outlines the recommended courses for each learning path.  Access this PDF on our Knowledge Base.  This should help you make a determination about which course is right for you.  If you require any further assistance with TL 9000 sanctioned courses, please contact bclancy@bizphyx.com.

  • support 1:58 pm on February 8, 2012 Permalink | Reply
    Tags: , , , , , , ,   

    TL 9000 Road Map: A Busy Year For A Rapidly Deploying ICT Quality Standard 

    The 2012 QuEST Forum Leadership Summit took place last week in Dallas (January 30-February 3).  It was an incredible week of networking, sharing, learning and of course–strategizing.  During “The State of the Forum” presentation, QuEST Forum 2012 Executive Board Chair, Trevor Putrah and QuEST Forum COO, Don Pickens provided a recap of 2011 and outlined plans and goals for 2012.

    2011 was defined as a year of “continuing progress”.  There was growth in TL 9000 registrations and the Member Value Survey and the TL 9000 Survey yielded very high scores in the categories of member satisfaction and likely to renew.  QuEST Forum continues to engage small businesses through the Small Business Subgroup.  The efforts of the Membership and TL 9000 Recruitment team enabled QuEST Forum to retain and add many new members.

    Although 2011 presented some real economic challenges (coupled with many mergers and acquisitions throughout the industry), there was a substantial growth in certified locations which increased to 1,978, (up from 1,692 in 2006), with the majority of that growth occurring in the APAC region, followed by the Americas region.

    It was also revealed that TL 9000 is on the fast track to become the Chinese National Standard for telecommunications quality.  Leadership has been added in all global regions, including the addition of paid staff for the India Hub.  Arun Malik with Bharti Airtel is now the Executive Director of the India Region.

    QuEST Forum also strengthened the global benchmarking study for the Network Reliability Centers with the inclusion of relevant measures developed by major service providers.  Performance Data Reports demonstrate that the use of the TL 9000 QMS continues to improve industry quality and reliability.

    So, what are the challenges and initiatives for 2012?  First and foremost, QuEST Forum has defined its vision: “to be the global force for improving the quality of products and services delivered to customers of information and communication technologies” (ICT).  Make note of the acronym ICT as TL 9000 evolves to integrate information and communications quality objectives.

    The focus for 2012 has been defined as “Driving TL 9000 Measurements Throughout the Global ICT Supply Chain”.  To support this effort, there is a plan to strengthen QuEST Forum though further membership growth and regional engagement.  This includes fortifying relationships with other industry associations, government agencies and regulatory bodies throughout the globe.  With that, QuEST Forum is committed to driving the TL 9000 standard in the cable industry and other related communication technologies.

    Strengthening benchmarking efforts and TL 9000 in particular for services providers, network operators, managed services and wireless operations will further support the 2012 focus.  Broader engagement of TL 9000 throughout the communications supply chain is the big goal.  While APAC growth is solid, EMEA still remains a challenge and there are steps being taken to help with that influence in Europe.

    There are some very aggressive strategic initiatives planned in Marketing Outreach, Performance Data Reports, Network and Service Reliability Performance and Measurements For Next Generation Networks.

    For example, with Network and Service Reliability Performance, there is a plan to expand the areas of study to include wireless and managed services.  With the Next Generation Network Measurements (EB-9) initiative there is an accelerated effort to enhance TL 9000 measurements to address converged, next generation and IP-based communication networks.  Tim Harden, President of Supply Chain and Fleet Operations for AT&T is leading the Next Gen initiative.  Tim is the 2012 Vice Chair and Chair Emeritus of the QuEST Forum Executive Board. In addition to his governance with the Next Gen initiative, Tim will be heading to Korea next month to help develop leadership for the Korean Hub.

    This focus for 2012 reflects a bold and energetic plan which also includes several global events such as the APAC Best Practices Conference, April 3-5 in New Delhi and the EMEA Best Practices Conference June 11-13 in Madrid, Spain.

    It goes without saying that several BIZPHYX executives are very involved in many of these enterprises.  Bob Clancy is Secretary of the Global Business Excellence Group (GBE).  Jennifer Simcox is Secretary of the Americas Region and Chair of the New Member Sub-Team.  BIZPHYX President and CEO, Sue Clancy is Co-Chair of the Jump Start Mentor Program and Co-Chair of the Small Business Group.

    Jennifer and Sue were recognized for their contributions at this year’s Leadership Summit and awarded with the 2011 QuEST Forum COO Award.  Jennifer and Sue are both two-time recipients of this award.  BIZPHYX Senior Vice President, Bob Clancy was presented with same award for 2010.

    When there are changes or upgrades to report regarding the TL 9000 standard, you can be confident that BIZPHYX will be able to guide you through the process.  You can access subject matter information on our knowledge base, podcast channel and here at the support desk.

    So that’s the QuEST Forum TL 9000 road map for 2012.  It’s going to be a busy year for a rapidly deploying ICT quality management standard!

    Check back soon as we’re going to provide readers with some guidance on TL 9000 curriculum paths.  This subject came up while preparing for India’s TL 9000 Overview courses (Bob Clancy is heading to India this weekend).  Later in the month, we will also provide you with an update on our TL 9000 education efforts at the NTCA Conference, also taking place next week in San Diego.  If you need immediate assistance on TL 9000, ISO 9001 or ISO 14001, contact: info@bizphyx.com.


  • support 3:24 am on January 27, 2012 Permalink | Reply
    Tags: IS0 9001, , QMS trends 2012, ,   

    Taking Quality Management To The Next Level In 2012 

    2012 has started off at the speed of fiber optics!  Thank you to the many loyal readers who e-mailed us recently asking when new articles would be posted.  Since beginning the New Year only a few weeks ago (it already seems like 6 months), we’ve been working at a frantic pace to get some large projects and programs ready to launch.  Thank you for your patience!

    Please visit our website and you will find a new section dedicated to international training called TL 9000 global where we have landing pages for India and China with more to follow.  BIZPHYX SVP, Bob Clancy will be in India from February 13-17, 2012 delivering TL 9000 Introduction and Overview Courses in New Delhi, Hyderabad, Chennai and Mumbai.  In April, BIZPHYX President and CEO, Sue Clancy will be heading to New Delhi to the 2012 QuEST Forum APAC Best Practices Conference.  Later in the month BIZPHYX Vice President, Jennifer Simcox will be delivering TL 9000 courses on Requirements 5.0, Measurements 4.5 and Auditing for TL 9000 5.0 and 4.5 in New Delhi and Bangalore.  These training courses and other initiatives will help forge relationships with diverse telecom suppliers in India and bring TL 9000 quality education to the region.  Visit the India Hub to contact the executives leading this effort!  For those who may have missed our year-end Twitter feed, please read this great article from Forbes about the 12 telecom predictions for 2012 and see how Asia factors into the equation.

    This year, we’ll be following many quality trends including updates and best practices regarding ISO 9001, ISO 14001, TL 9000 and quality concepts such as Lean and Six Sigma.  We’ll also be doing more work with CMMI and other IT standards that have an impact on network quality.  Specific to ISO 14001 and corporate sustainability, we will be spotlighting several clients that have recently achieved certification and how they are integrating sustainability efforts in their supply chain management.  Check out BIZPHYX on the PG&E website regarding ISO 14001 education and their Diverse Suppliers Go Green Toolkit.

    We’re also working with the NTCA (National Telecommunications Cooperative Association) to make sure rural telcos better understand about TL 9000 and communications quality.  Traditional wireline and wireless segments are adopting quality and the cable/broadband segments are beginning to embrace the TL 9000 standard as well, so it’s important that rural providers know they can expect the same performance standards from their supplier partners.  BIZPHYX Vice President, K.E. Wright will be in San Diego at the National NTCA Meeting and Expo to help further this educational effort.

    In 2012, you will see changes to THE STANDARD, our quality publication.  We will be featuring more content in a sleeker format so you can read what you want, when you want, here at the support desk.  In addition, BIZPHYX will be adding about 30 new videos and podcasts on the web to further assist clients and readers in driving TL 9000, ISO 9001 and ISO 14001 quality.  We recently completed a major case study on the impact that TL 9000 and ISO 9001 certifications have on top line revenues with diverse suppliers.  In the weeks and months to come, you will be able to read the study in various publications and we’ll feature some of the study participants on our podcast channel.

    So get ready, it’s going to be a very busy year in the world of quality!  Next week, will be at the 2012 QuEST Forum Annual Leadership Summit and Executive Board Meeting in Dallas.  As many of you know, BIZPHYX President and CEO, Sue Clancy was appointed to the 2012 QuEST Forum Executive Board as an Executive Contributor.  In a few weeks we will post an update on The State of the Forum and highlights from the conference to provide our readers with the TL 9000 game plan for 2012.  Our article next week will feature news from ISO regarding new standards and the changes planned for this year.

    We think there’s a real opportunity to take your QMS to the next level in 2012 and we’ll be here to assist you every step of the way.  For more information and assistance regarding ISO 9001, ISO 14001 and TL 9000 contact info@bizphyx.com

  • support 12:40 am on December 12, 2011 Permalink | Reply
    Tags: , TL 9000 China, ,   

    Where Will Asia Stand With TL 9000 Telecom Quality Management In 2012? 

    As we returned from the QuEST Forum APAC Best Practices Conference in Beijing, China which centered on the demand for quality, it was very coincidental that several articles had just been released in the USA regarding issues with supply chain quality in China and India.  One has to wonder–can Asia really embrace quality management practices and standards like TL 9000 in the years to come?

    Tim Harden, President of Supply Chain and Fleet Operations for AT&T, who is also the 2011 QuEST Forum Executive Board Chair, delivered the opening address of the conference.  In his thoughtful and powerful remarks, he discussed network evolution and the resulting mandate for quality.  This mandate is clearly reinforced through TL 9000 certification, which delivers on a common quality language for the communications industry.  TL 9000 measurements help certified companies use their data to improve performance like OTD (on-time delivery), because organizations can see where they benchmark against their industry peers.  Tim provided impressive metrics regarding what AT&T is experiencing relative to their supply chain performance as a result of utilizing TL 9000 certified suppliers.

    Dr. Yang Gang (Freeman), Founder and CEO of the Zero-Defect Management Institute and Deputy Director of Quality and Competitiveness for the Research Center at Peking University, delivered a keynote presentation entitled:  China Needs a Quality Revolution From “Made in China” to “China Quality”.  The title of his keynote address could not have framed the current challenge any better.

    For those APAC companies who showed leadership by attending the conference, they were able to learn quality best practices from numerous workshops and presentations like the one delivered by Rachel Buckley, Director of Quality Programs for AT&T regarding supplier performance management and supplier scorecards.  S.M. Balasubramaniyan’s presentation on The Value of TL 9000 Registration: A Supplier’s Journey was also compelling.  S.M. is a Vice President with Wipro Technologies and a QuEST Forum Executive Contributor.

    Yet after all of the workshops delivered by these industry leaders and other participating companies like Alcatel-Lucent, Bharti Airtel, BIZPHYX, Ericsson, Fujitsu, Huawei, IBM, Infosys, JDSU, KARLEE, Motorola Mobility, Nokia Siemens Networks, QuEST Forum, Telmar Network Technology, Wipro and ZTE—where do Asian service providers and suppliers go from here?  There is a small buzz that China as a nation may look to adopt the standard, perhaps from a regulatory perspective.  While this is purely speculative at this point, do quality standards with their service providers like China Telecom—really matter to us in the USA?

    Well, it’s very short shortsighted to believe that with the next generation networks, cloud computing and integrated global supply chains, many of which utilize the same suppliers—that it doesn’t matter.  China and other APAC nations need to embrace quality management standards like TL 9000 with more vigor.  A recent article featured in Supply Management predicts offshoring to China will hit $10 billion by 2015.   Another article from Insurance Insight reports that the China may be the location of the next big supply chain disaster.  Just last week this article from Reuters presents a case that India supply chain chaos is the next hurdle for global retailers.

    One significant advantage of certifying to TL 9000 (there are many) is the risk management component.  The potential suppliers that may be depicted in these articles can certainly benefit from certifying to the standard to improve their organizational efficiencies.  By implementing risk management contingencies they can help prevent global supply chain catastrophes.

    Where will Asia stand with TL 9000 in the years to come?  We are hopeful and encouraged that their telecom industry leaders will continue to foster a culture of quality, similar to the demand for TQM in Japan in the 1980’s.  BIZPHYX is going to be on the forefront of this continued TL 9000 education movement.  In February, BIZPHYX Senior Vice President Bob Clancy will be heading to India to conduct TL 9000 education and training in 4 cities including Bangalore and Dehli.  Bob along with Satyendra Kumar, Senior Vice President and Group Head of Infosys Technologies, who is also a member of the QuEST Forum Executive Board, will be leading an accelerated effort to help Indian suppliers and service providers champion quality management practices in the region.

    So stay tuned, it’s going to be an interesting year for the growth and adoption of TL 9000 in the USA and around the globe, including China and India.  Xu Feng, Co-Chair of the QuEST Forum Greater China Hub and others like Sheng Fei with CNCA and Yang Zhongatao with China Telecom are going to be very busy!  For more information about TL 9000 training, implementation and consulting contact info@bizphyx.com.

  • support 3:18 pm on November 10, 2011 Permalink | Reply
    Tags: BIZPHYX TL 9000 Master Trainers, , TL 9000 metrics, TL 9000 studies, , TL 9000 updates   

    TL 9000 News From The Field in Beijing, China: State Of Communications Quality 

    BIZPHYX executives will be returning home this weekend from what was an event filled QuEST Forum APAC conference in Beijing, China.  While TL 9000 education and continued adoption of the standard in Asia were among the topics at this year’s APAC conference, quantifiable improvements and metrics were also reported and discussed.

    QuEST Forum released its fourth report in the series on the state of communications quality on November 8th at the APAC Best Practices Conference in Beijing.  This fourth study focuses on Edge Router Product Category trends over a five-year period from 2006 to 2011.

    In the first three QuEST Forum industry papers, Problem Reports, Fix Response Time and On-Time Delivery for Edge Routers were discussed.  This paper reviews sustained performance data from TL 9000 Industry Average and Monthly Average trends.  For the first time, the paper also examines Software Fix Quality, which was introduced to TL 9000 in 2007.

    The numbers once again clearly show the impact that TL 9000 certified companies have on the industry and network quality.

    For example, Critical Problem Reports for the Edge Router Product Category improved from an Industry Average of around 0.0017 from 2006 to 2009 to an Industry Average of 0.0004 from 2009 to 2011 representing a 76% improvementMajor Problem Reports for the Edge Router Product Category improved from an Industry Average of around 0.0055 from 2006 to 2009 to an Industry Average of 0.00037 from 2009 to 2011 representing a 90% improvement.  On the Software Quality front there were also significant fixes.

    You can download the complete report at the BIZPHYX Knowledge Center or you can visit the TL 9000.org website.

    The reality is that TL 9000 certified companies make the best suppliers and partners in the telecommunications space.  You can be assured TL 9000 certified companies have quality management processes in place that support these report findings.  To maintain their certifications, TL 9000 certified companies employ rigorous practices such as corrective and preventive action plans and risk mitigation methods, while measuring and reporting their outcomes to the QuEST Forum MRS (Measurements Repository), from which best in class and other collective statistics are reviewed and released in reports such as this.

    Stay tuned next week as we report more from the field and post a 2-part podcast series on TL 9000 Advanced Quality.   Contact info@bizphyx.com if you require any further information on this study.


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