Tagged: BIZPHYX: TL 9000 Experts RSS

  • support 2:01 am on February 14, 2011 Permalink | Reply
    Tags: , BIZPHYX: TL 9000 Experts, 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 4:39 am on January 31, 2011 Permalink | Reply
    Tags: , BIZPHYX: TL 9000 Experts, , TL 9000 For Wireless Providers, TL 9000 Telecom Quality System, Wireless Segment   

    TL 9000 Benefits For Wireless Providers 

    As we mentioned last week, there are demonstrable benefits to implementing the TL 9000 Quality Management Standard.  Since the benefits are viable across all segments of the telecommunications landscape, it is difficult to pick out one or two that are particularly useful for a particular space.

    Cost reduction is a general benefit that can be realized by all, as are the improvement of customer satisfaction and the use of industry data for benchmarking purposes.  So you have to think about what one benefit might be really important to one industry segment, such as the wireless space.

    One clear benefit is having a specific “risk management” plan for the deployment of wireless service (service providers) or of product to wireless service providers, by their suppliers.  Risks such as labor shortages, single source suppliers, supplier shortages and others are common and lead to late and/or poor quality deployments.

    Management is now challenged by the TL 9000 standard to identify such risks and to have a plan to eliminate or mitigate these risks.   An example of a “risk” for a wireless provider may include not enough broadband backhaul. What about copper thieves preying on remote tower sites? Risks like this can be mitigated if there is a plan in place ahead of time.  Think about it.  Are there risks that could easily cause you to lose customers?  The key is to identify them in advance and plan to reduce the risk!  The TL 9000 quality management standard clearly addresses this aspect of service management, especially in the wireless space.

    Next week, we will review a third segment of the communications industry and provide another example of how TL 9000 can be applied to improve business operations.  For more information, please contact bclancy@bizphyz.com.

     
  • support 1:38 am on November 22, 2010 Permalink | Reply
    Tags: Accessing Performance Data Reports, BIZPHYX: TL 9000 Experts, PDRs, , , tl9000.org   

    Accessing Performance Data Reports: Have You Set Up The Correct Permissions? 

    Are you having trouble accessing information after you log into the TL 9000 web site?  It might be as simple as setting up the correct permissions.  A colleague’s firm recently joined QuEST Forum in order to view TL 9000 PDR’s (Performance Data Reports), but could not access them.  My colleague then tried to view the PDRs to see the trended data.  He was unable to see the data.  As it turns out, even though his firm became a member, he needed to log in and set permission for himself to view the information.

    QuEST Forum’s portal information strategy involves setting up various permissions on the web site to prevent unauthorized persons from gaining access to your company account and other information gateways.  If you’re having trouble viewing data, one of the first things you should do is check your user profile.  To do this, simply go to tl9000.org and log in.  Click on “manage user permissions”.  Choose the user and click on “edit permissions”.  Check the box that says “View TL 9000 Performance Data Reports”.

    As the primary administrator, you may set permissions for yourself and others in the company.  As a secondary user, you will need to contact the primary administrator of your company and request permission for activities such as viewing PDRs.  If you don’t know who your primary administrator is, you may search for the name at tl9000.org. Put your cursor on the TL 9000 Registration tab, then on Certified Registrations.  You will see a screen where you can search for your company.  When you find your company name, click on it.  The information will be listed.  This post should help you access information on the TL 9000 website.  If you require further assistance, contact bclancy@bizphyx.com.  As TL 9000 experts, our consultants are always available to answer questions about the TL 9000 standard and QuEST Forum.  Next week, we begin a highly requested series on “project planning”.

     
  • support 1:48 pm on November 8, 2010 Permalink | Reply
    Tags: BIZPHYX: TL 9000 Experts,   

    Selling Your Certification: A Case Study In Root Cause Analysis and Corrective Actions 

    Last week our blog post was about the importance of educating prospective customers about the benefits of TL 9000.  We discussed several, including how TL 9000 helps reduce supply chain risk and cost.  My reasoning was that when you meet a new prospect they don’t automatically know about TL 9000 or its inherent benefits.  Beginning your discussion with “you should use our company because we are TL 9000”–doesn’t resonate.  Instead, explaining why you will make your prospect’s life easier by reducing their supply chain risk and cost–is a much more effective sales strategy.  Point out the benefits first—then talk about how TL 9000 helped you achieve them.

    Here’s a case study that speaks to this very subject:

    A colleague of mine was explaining to me that their firm recently had an issue with a service activity and had cleaned it up effectively using customer satisfaction and corrective action techniques learned and applied as a result of TL 9000.  This firm’s quality is actually excellent, but in the case of this one stumble, the customer was able to compare how they handled the issue versus how competitors would have done it.  The difference was apparently night and day, because the contact paid management a special compliment stating that they had planned to put them on a stop work notice until the company demonstrated that they had taken action.

    “Show us your root cause analysis”—sound familiar?   Instead, the company preempted the customer’s request for action with a prepared corrective action that included a detailed root cause analysis and corrective action plan to prevent future issues.   The customer saw right away that the incident had been thoroughly and effectively analyzed with appropriate actions in place to correct the initial problem and a corrective action plan going forward.  Most of us know that despite our best efforts things can sometimes go bump in the night and that a proper response can be a real differentiator.  Now–here’s the best part.  My colleague was able to say with all sincerity “it was TL 9000 that helped us realize we needed to be proactive and to put a system in place where we address problems before they are out of hand.” The customer apparently agreed, because the stop work order was never carried out.

    This is an example of how to build trust and gain positive publicity for TL 9000 and your company.  Again, this true story demonstrates the need to make your case as a quality supplier (and why) and to wrap it up in the package of TL 9000.  You wouldn’t have the ability to take these steps without TL 9000 certification.   Now that’s an example of “selling your certification”. Next week, we conclude the series with some tips on “marketing” your certification.  For more information contact bclancy@bizphyx.com.

     
  • support 1:06 am on October 18, 2010 Permalink | Reply
    Tags: BIZPHYX: TL 9000 Experts, Clause 7.3.1.C.4 of the Release 5.0 of the TL 9000, Design and Development, Service Delivery, TL 9000 7.1.V .1, TL 9000 7.3, TL 9000 For Service Organizations, TL 9000 Risk Managment Requirements   

    Applying Risk Management Plan Requirements For Service Organizations 

    Clause 7.3.1.C.4 of the Release 5.0 of the TL 9000 Quality Management System Requirements Handbook-Risk Management Plan, requires the certifying organization to “develop and document a plan for the identification, analysis and control of risks to the project that can impact cost, schedule, product quality or product performance”.   While this requirement is in section 7.3, Design and Development, it also applies through clause 7.1.V .1, Service Delivery, to service companies that may not design their services, but just provide them.

    The requirement is specifically intended to address the impact of risk on projects. For service companies, such risks may affect individual projects in the case of installation or outside construction work, or affect the general service you provide as in the case of a network operations center (NOC).  As a manger, your responsibility is to identify potential risks to your projects or services.  The accompanying note provides some guidance on what to look for.  The note says, “Risk Management should be performed during all phases of product development (also service delivery see 7.1.v.1) and should include:”

    a) The means to determine risk sources, categories, and priorities,
    b) Identification of significant or critical characteristics and failure modes, including customer experience,
    c) A definition of risk parameters (e.g., probability of occurrence, severity of impact) to be used in determining risk priorities and any scoring mechanisms to be used (e.g., FMEA – Failure Mode Effects Analysis),
    d) How risks will be managed (e.g., tools to be used, actions to reduce risk, mitigation strategies, monitoring and reporting requirements),
    e) Inputs from appropriate functional disciplines, and
    f) A mechanism for capturing and applying lessons learned.

    This means identifying risks may include management review or review by project experts, or a review of lessons learned from prior projects.  It may include common sense risk items that simply need to be listed and then prioritized and managed.  Your plan should also record how you plan to manage risksLet’s look at a quick example:

    Mythical Installation Company’s management knows this requirement has to be addressed.  So they conduct a series of brainstorming sessions to determine risks.  They recall that several years ago there was a significant shortage of chips that caused the products they were installing to be delayed, thus delaying their projects.  Another employee suggested that there could be a repeat of the severe shortage of skilled installers that happened two years ago.  Finally, several individuals suggested that natural or manmade disasters could cause the interruption to their installations.  Once the risks were identified they were prioritized and a management plan was developed.  The plan included customer notifications of delayed product, alternate staffing companies to mitigate possible labor shortages and a detailed strategy to relocate alternate facilities in the case of a natural disaster. These conditions and resulting strategies, were all documented in the plan.  Furthermore, management scheduled reviews during the year to ensure that the plan would continue to be appropriate.

    Naturally this is a fairly simplistic example, but hopefully it will provide some food for thought.  If you have further questions regarding risk management requirements, don’t hesitate to contact us at info@bizphyx.com.  Next week, we begin a 3-part series on the value of ISO and TL 9000 certification and some tips on how to market your certification.

     
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