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, the BIZPHYX Knowledge Center, or read a copy here.

For more information on ICT quality, contact