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% improvement.  Major 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.