TL 9000 Measurements R4.5: SSO Product Categories and The Net Effect

Last week we began a new series on the TL 9000 Measurements Handbook Release 4.5.  As discussed, in Release 4.5  EIO has been replaced by the broader measurement called SSO or “Support Service Caused Outage Measurement”.  This change is intended to ensure that the measurement can be applied to more than just Installation or Engineering organizations.

SSO now applies to the following 9 product categories: 7.1.1 Installation, 7.1.2 Provisioning, 7.1.3 Construction, Fixed Network Engineering Services, Mobile Network Engineering Services, 7.3.1 Network Field Maintenance, 7.3.2 Network Operations Center, 7.3.3 Network Support Services, and 7.5 Customer Support Services. Here is the net effect beginning with the use of Release 4.5:

Certified or Certifying Organizations currently in Categories 7.1.1 Installation and/of 7.2.1 Engineering

1. You will continue to report the same numbers for Installation and Engineering Caused outages.

2. You will need to change any references to EIO in your local documentation to SSO.

3. You will need to change any references to Neo and Nio, (current data points) to Nso (number of Support Service Caused Outage) and any reference to Ne and Ni to Ns (number of normalization units)

Other certifying organizations in the product categories listed above:

You will need to begin reporting outage data based on product category table A-2 beginning July 2011.  The table will give you the required normalization unit to use for Nso.

There are several significant changes with R4.5.  We hope this post helped clarify the movement from EIO to SSO.  If you require further information or upgrade support, contact  Next week, we discuss other changes with R4.5.