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  • support 6:04 pm on June 16, 2013 Permalink | Reply
    Tags: , GSI, Network Service Reliability Inititative, ,   

    QuEST Forum Releases New TL 9000 Study Data On Network Quality Improvement Trends 

    QuEST Forum regularly develops reports on TL 9000 and the state of quality in the information and communication technologies (ICT) industries.  At the recent 2013 APAC Best Practices Conference in Shenzhen, China they released a new study in their series entitled: Network Operator Quality Improvement Trends.

    In this study, they state the position that customers look to their service providers to fulfill the promises of new technologies and applications, which in turn, challenges the companies to continually improve the performance of the network and the products that support it.  As part of an overall toolkit of network quality, QuEST Forum has implemented the Network and Service Reliability Strategic Initiative.  This initiative utilizes the secure framework of the TL 9000 Quality Management System (QMS) to establish a unique and flexible benchmarking model.  Data is submitted anonymously and the consolidated results are used to improve performance.

    The recent case study outlines Global Service Impact (GSI), which measures service performance from a customer perspective in areas such as Worst in Class, Industry Average and Best In Class.  As an example, the Industry Average improved from 61 minutes to 45 minutes for a 26% improvement.

    To read the entire study and learn more about the Network Service and Reliability Initiative, visit TL9000.org, the BIZPHYX Knowledge Center, or read a copy here.

    For more information on ICT quality, contact info@bizphyx.com.

     

     

     
  • support 2:34 pm on August 6, 2012 Permalink | Reply
    Tags: , TL 9000 12-001A,   

    TL 9000 Alert: 12-001A: R5.0 Of The Measurements Handbook 

    As you may know, the TL 9000 Quality Management System Measurements Handbook has recently been revised and the newly released R5.0 Measurements Handbook has a publication date of December 31, 2012 to ensure adequate time for organizations to complete delta training and seamlessly upgrade to the new release.  On July 1, 2012, QuEST Forum released an alert (TL 9000 12-001A) regarding the forthcoming R5.0.

    We have posted the informational alert on the BIZPHYX Knowledge Base.  To help you better understand the changes, please watch this YouTube clip from BIZPHYX SVP, Bob Clancy. This brief video is also posted on our website and on our YouTube Channel.

    BIZPHYX is offering a TL 9000 Measurements Release 5.0 Delta Training webinar on March 15, 2013.  In this webinar you will learn about the new measurements that have been voted in by QuEST Forum Member companies (and facilitated by the IGQ).  In addition, you will receive an overview of other significant changes to the Measurements Handbook, including instructions about dates regarding data submission.  For more information and to register, click here > or contact registrar@bizphyx.com.

    http://www.youtube.com/watch?v=n1RMS_k_B_0

    For further assistance please e-mail us at info@bizphyx.com.

     
  • 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 1:27 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.

     
  • support 2:01 am on February 14, 2011 Permalink | Reply
    Tags: , , improve OTD, , TL 9000 in broadband, TL 9000 In VoP,   

    TL 9000 Application and Benefits In VoIP and Broadband 

    In our last few articles we’ve been emphasizing the benefits of implementing the communications quality standard, TL 9000.  I wrote about how the standard began in the wireline segment, being driven by major service providers such as AT&T and Verizon and how it’s beneficial to other industry segments such as ILECs and in wireless space.

    What about the rapidly emerging technologies such as broadband video and voice over IP? The truth is that the major service providers and their OEM suppliers are aggressively rolling out services in these spaces as well. Let’s assume for a moment that broadband and VoIP suppliers are different.  Actually there are some VoIP suppliers that may not be operating in the market segments we just mentioned.  So in that sense, they are different.  They probably have little familiarity with TL 9000.  I have actually been surprised at the number of suppliers that are unique to each of these communications markets.

    So let’s explore some benefits of TL 9000 to VoIP OEM and service suppliers.  Would you like to be assured that your on time delivery percentage improves? Would it be beneficial if your product was designed and developed according to customer requirements?  How would you feel about a product that was thoroughly tested under all conditions?  Does your firm have a disaster recovery plan that helps you continue to serve your customers under dire conditions, such as a loss of data or a facility outage? What if you could reduce the cost of providing your product or service and still maintain its high quality?

    The truth is that TL 9000 brings all of these benefits to the table through solid requirements that when “added” to the basic tenants of ISO 9001, create a standard that can be used by all telecommunications market segments.  The TL 9000 standard reflects the expertise of volunteer executives, who since 1998 have applied their competence in quality systems and their knowledge of past industry issues, in order to create a standard that can be used by all communications market segments.

    Furthermore, TL 9000 allows you to benchmark yourself against your competitors with solid data about on time delivery, customer complaints and other standard measures using blind data that gives no names, but does provide industry averages–best and worst in class and so forth.  As a result we’re starting to see broadband and VoIP suppliers/providers look to TL 9000 in their quality programs.  Why wouldn’t you implement TL 9000, the “communications” quality standard?  Doesn’t it seem like a no-brainer to improve the bottom line of your operations?  For further information on TL 9000 training or implementation contact: info@bizphyx.com.

     
  • support 4:18 am on February 9, 2011 Permalink | Reply
    Tags: BIZPHX: The TL 9000 Experts, , Independent Local Exchange Carriers,   

    TL 9000 Benefits For Independent Local Exchange Carriers (ILECs)? 

    This week we are discussing the benefits of TL 9000 for ILECs.   As an independent local exchange carrier executive you may have heard about TL 9000 or QuEST Forum, but may be unfamiliar with TL 9000 and wonder how it might benefit your company.  TL 9000 has been adopted as a common quality language across multiple suppliers and service providers in the telecommunications industry.  The beauty of TL 9000 is that it provides service providers like yourselves a way to ensure that your suppliers are using a systematic method for delivering their products and services to you.  It has been very successful in improving on time delivery and overall customer satisfaction since its introduction in 1998.

    One of the prime benefits of having one quality management system through the entire supply chain is that suppliers and service providers are that suppliers–can reduce cost of supply by eliminating rework resulting from poor installations, support services and products.  Furthermore, with TL 9000 there is an emphasis on risk management planning in order to help reduce risk of supply on your behalf.  Companies are required to identify risks to your projects in order to ensure that they consider them in advance, plan to eliminate or reduce them and recover should all else fail.  Risks such as labor shortages, single source suppliers and others are predicted in advance and dealt with.  These plans are required to be reviewed and updated regularly.

    Finally, there are formal means for receiving and responding to customer problem reports related to hardware, software and service products.  This process requires solutions to be provided by your suppliers within certain time frames according to the seriousness of the problem or require you to solve them according to customer contract arrangements depending on the type of business you are in.

    All of this means that you can standardize your system of tracking and reporting performance among your suppliers.  It reduces the amount of overhead you need to have to maintain multiple supplier report cards and can significantly reduce or eliminate supplier quality audits. I would encourage you to check into TL 9000 to see if it would work for your company as it has for many major service providers.  If you have any questions about TL 9000 implementation contact bclancy@bizphyx.com.

     
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