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  • 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 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 10:58 am on July 18, 2011 Permalink | Reply
    Tags: , TL 9000 global, , ,   

    BIZPHYX Approved As Global TL 9000 Training Provider 

    BIZPHYX the nation’s leading quality management consultancy, specializing in the implementation of TL 9000 (the telecommunications quality standard), is pleased to announce that they have been approved as a global provider of TL 9000 sanctioned training.

    For several years, BIZPHYX has been a QuEST Forum selected training provider in North and South America.  As a new global training provider of TL 9000 sanctioned training, BIZPHYX will be participating in the APAC Best Practices Conference in November in Beijing, China and the APAC Best Practices Conference in April 2012 in Delhi, India.  BIZPHYX is now able to facilitate international training projects and this coincides with additional ventures to help promote telecommunications quality in Asia, while advancing multi-national women owned businesses.

    “We are thrilled at the opportunity to provide TL 9000 QuEST Forum sanctioned training around the globe,” said Sue Clancy, President and CEO of BIZPHYX.  “Over the next several months, we will begin meeting with companies in China and India to explain the benefits of TL 9000 certification.  Global quality standards are an imperative in the telecommunications industry and TL 9000 is that standard.”  BIZPHYX is now designated as a global training provider on the QuEST Forum website.

    BIZPHYX has the distinction of two TL 9000 Master Trainers on staff and unlike other quality consultants, is also certified to both ISO 9001 and TL 9000.  BIZPHYX is a member of QuEST Forum, the American Society of Quality, the Institute For Supply Management and the National Telecommunications Cooperative Association.  The company assists clients in other industries such as energy and transportation with ISO 9001 and ISO 14001 training, consulting, internal auditing and risk management services and develops supplier development and strategic sourcing solutions for Fortune 500 companies.

    BIZPHYX now serves clients in the USA, Canada, Mexico, Central America and Asia. For more information on TL 9000 training in Asia, contact info@bizphyx.com

     
  • support 3:33 am on June 13, 2011 Permalink | Reply
    Tags: , ,   

    TL 9000 News Update: Measurements For Next Generation Networks 

    It has been a busy time regarding the future of the TL 9000 standard.  Last week at the EMEA Best Practices Conference held in Rome, Italy, Tim Harden, President of Supply Chain and Fleet Operations for AT&T was the featured speaker.  Tim’s presentation entitled “Network Evolution & The Mandate for Quality”, addressed current trends regarding the increase in IP traffic on the network, emphasizing the challenges for the supply chain to improve quality and performance to meet customer requirements.

    Over the next five years, existing communication networks will be evolving into an IP-based architecture.  This encompasses a high degree of software in network elements. The current methods used to measure the efficiency and performance of the networks do not apply to these new technologies.  This new measurement challenge is being addressed by a special executive initiative within QuEST Forum.  The objective of this project is to create a new blueprint and guide the implementation of TL 9000 measurements for the future IP-based network.

    BIZPHYX is involved in many initiatives that continue to advance the TL 9000 standard, which includes multiple roles on a variety of QuEST Forum committees and workgroups, such as the Small Business Subgroup.  The Small Business Subgroup includes QuEST Forum member companies who serve as TL 9000 subject matter experts (SMEs) and who help develop solutions to small business problems.  This group meets monthly to share these best practices.  This month, Gale Leonard, who operates the Tampa office of BIZPHYX, will be leading training on “Implementing Effective Corrective Action Plans”.

    Stay tuned to the TL 9000 support desk for future news and updates on these emerging trends and topics regarding TL 9000 quality.  For more information e-mail info@bizphyx.com.

     
  • support 1:27 am on March 7, 2011 Permalink | Reply
    Tags: , , TL 9000 Alert 11-001A, , TL 9000 templates   

    TL 9000 Informational Alert: 11-001A Regarding Data Templates 

    The alert was issued to clarify TL 9000 requirements surrounding data templates and addresses a misconception concerning the use of outage data supplied by customers that do not use an available standardized template.  This alert which was issued on February 28, 2011, originated with the integrated global quality (IGQ) workgroup and relates to the TL 9000 Quality Management System Measurements Handbook R4.5.

    An excerpt from the alert states, “some organizations have incorrectly interpreted this requirement to mean that if one of their customers supplies data for which a template exists, but in a manner other than on the template, that such data can be ignored or is not valid. This requirement only applies to the organization’s responsibilities to its suppliers. It does not, in any way, apply to the manner in which the organization’s customers supply data“.

    The alert in its entirety is available at the TL 9000.org website.  It is only intended for those organizations certified to the TL 9000 standard.  BIZPHYX can also provide you with the PDF.  This subject will be further clarified in the next edition of the TL 9000 Measurements Handbook.

    If you require assistance regarding alert 11-001A and how it pertains to your company, please contact info@bizphyx.com.

    In two weeks, we will begin a new 5-part series on ISO 14001, corporate sustainability and what it means regarding your QMS.  Do you need to consider upgrading?  We will tackle the subject with a unique perspective, influenced by a project we’re currently implementing for a well known public utility.  Tune in March 28th for the first installment!

     
  • support 2:43 am on February 21, 2011 Permalink | Reply
    Tags: , BIZPHYX: The TL 9000 Experts, reduction of network outages, TL 9000 for Cable providers,   

    Benefits Of TL 9000 To Cable Providers: Competitive Advantage 

    As we wrap up the series on the benefits of TL 9000 in multiple communications segments, I was thinking about how to distinguish a message regarding the benefits of the TL 9000 to service providers in the cable space.  Quite frankly the message is much the same regardless of market segment: by using TL 9000 as a standard quality management system for suppliers you can control costs within your supply chain, reduce supply chain risk and improve key performance in areas such as, on time deliveries and reduction of network outages.  All of these advantages make sense outright, just as they do for traditional telecommunications wireline and wireless service providers.   However, there is a way that cable providers can look at TL 9000 as being particularly beneficial to their industry-competitive advantage.

    TL 9000 can clearly help cable providers by bringing a strategic competitive weapon to the marketplace.  Cable providers are vying for the same customers against service providers with a long tradition of quality and network uptime.  Until now, this industry segment has not followed a single quality standard for their operations.  (Workmanship standards are another category and I’m sure standards exist for how equipment is installed and maintained.)  I am not disparaging cable providers, as they may not be aware that such a communications quality system exists.

    It is often said; when in Rome do as the Romans do.  Cable providers need to be aware that the major providers have already adopted the TL 9000 quality management standard.  TL 9000 and standardized network operating policies have been a strategic competitive weapon for wireline and some wireless service providers for quite some time.  Standardized measurements required for TL 9000 certification allow certified companies to benchmark themselves against their competitors within their service category. This means that at any given time they will know if they are best in class, worst in class, average, etc. for on time delivery, customer complaints, network or service outages and defective services.

    Imagine as a cable operator, if you reported this type of blind data and had access to it too? You would pay hundreds of thousands of dollars for this type of data from companies that lack the specific expertise of QuEST Forum, TL 9000’s sponsor.  QuEST Forum is made up of member service providers and suppliers that all have industry expertise to lend to working committees that develop the standard and the measurements.

    Cable companies could also encourage critical suppliers within their own supply chain to adopt TL 9000 so they would have a standard way of ensuring that suppliers meet their requirements. The TL 9000 quality standard would be a very effective way for cable suppliers to improve customer satisfaction based on fact based data, shorten their time to market and compete effectively with other providers in the communication’s marketplace. For more information about the standard, contact the TL 9000 Experts and/or e-mail us at info@bizphyx.com.

     
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