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  • support 6:49 pm on February 22, 2014 Permalink | Reply
    Tags: 340 Club, , ISO 14001, , , , , , , , TL 9000 Requirements R5.5   

    Update From The QuEST Forum Leadership Summit 2014: Driving Sustainability in ICT 

    The QuEST Forum Leadership Summit took place in Dallas a few weeks ago and the summit officially kicks off the new year for TL 9000 and QuEST Forum business.  A great deal was discussed and the networking at this year’s summit was very productive.

    Reports were provided by each of the working committee chairs, Executive Board initiative(s) chairs, regional chairs and QuEST Forum CEO, Fraser Pajak.  BIZPHYX Senior Vice President Bob Clancy taught new Board members during the Executive Board Training session.

    Great progress was made in 2013 and the Board is looking for even greater accomplishments in 2014, especially in different industry sectors by bringing in new members, addressing regional needs and broadening the scope of influence of both TL 9000 and QuEST Forum in the global ICT domain.


    New Initiatives

    Two new initiatives that were discussed at the Leadership Summit were Sustainability and Cell Tower Safety.  QuEST Forum is looking at its role in driving sustainability in the ICT supply chain.   Also discussed was how QuEST Forum can work with cell tower companies to improve performance and safety.  In light of recent cell tower accidents (employees), safety has become a critical topic on the wireless side of our industry.

    These are two pressing topics for discussion in ICT and we’re encouraged to see how QuEST Forum will address both sustainability and cell tower safety going forward in 2014 and in the years to come.


    Small Business Membership Continues To Grow

    Sue Clancy presented a very encouraging update on Small Business to the QuEST Forum Executive Board.  Small business is now 33% of the membership of QuEST Forum, after adding 12 new members in 2013.

    How important is Small Business to QuEST Forum?  Small Business contributed $50,000 in sponsorships in 2013 and increased attendance to our monthly lecture series by 27%.  That’s how!

    Small Business is alive and well in QuEST Forum and Sue Clancy will continue to lead this effort in 2014.  For more information on small business membership or engagement, please contact sclancy@bizphyx.com.


    New Sector Engagement Through a New QuEST Forum Board

    QuEST Forum also welcomed new board member John Greene in 2014.   John Green is the Chief Engineer for Great Plains Communications.  Great Plains is Quest Forum’s first Tier 3 Service Provider to serve on the Executive Board, which begins a long overdue and critical dialogue with rural Telcos many of which, are members of the NTCA: The National Rural Broadband Association.  BIZPHYX has been a member of the NTCA for many years.

    John’s enthusiasm and insight into the Tier 2 and Tier 3 service providers has already generated excitement with regard to this new sector.  He was instrumental in arranging Fraser Pajak’s speaking engagement at the NTCA’s October “Telco Vision” event, helping to formally introduce QuEST Forum and TL 9000 to a new audience.  John participated in two different panel discussions during this 3-day conference.

    As Chief Engineer with Great Plains Communications, John is highly respected by regional Telcos and is an incredible addition to the QuEST Forum Executive Board.  Great Plains Communications is a diversified telecommunications company providing local and nationwide long-distance telephone service to 77 Nebraska communities, and digital cable television service to 41 Nebraska communities.  Based in Blair, Nebraska, Great Plains is the largest Nebraska-owned telecommunications provider.

    We’re all looking forward to working with John Greene in bringing a knowledge of TL 9000 to rural telecom!  Please click on the blue links above for more information about John, Great Plains and the NTCA.


     New Revisions: TL 9000 Requirements Handbook R5.5

    As many of you are aware, new TL 9000 Requirements Handbook R5.5 is upon us.  As of Feb 10, 2014 it is available for use by organizations for audit purposes.  Organizations can still be audited to the 5.0 version of the Requirements Handbook until Jan 1, 2015.  On or after January 1, 2015, all audits must be conducted to the 5.5 version.  For information on the changes between the two revisions, please listen to a podcast tutorial here on our blog, on our website or in I-Tunes.

    This podcast is presented by BIZPHYX SVP, Bob Clancy. There is a new requirement called Product Security, so be sure to listen!


    BIZPHYX Makes The 340 Club

    BIZPHYX was also recognized for achieving participation in the QuEST Forum 340 Club.  The 340 Club is for those members of QuEST Forum that exhibit exceptional membership participation in forum activities through their employee’s investment of time and efforts in multiple work groups, sub teams and regions along with generous event sponsorships.  This is the third straight year BIZPHYX has been recognized for our contributions to QuEST Forum!

    BIZPHYX CEO, Sue Clancy was recognized for her role as an Executive Contributor to the Executive Board in 2013.  As an Executive Contributor, Sue has led the efforts of the Small Business Group and will continue in that role in 2014.   Sue was also reappointed to her role as Executive Contributor for the 2014 term.  Please visit our Flickr page for all photos and releases.

    The ICT landscape continues to evolve into the cloud, M2M and into public utility grids and so will TL 9000.  Data and network Security, as well as safety and sustainability will be front and center, so stay tuned, it’s going to be a very interesting year!

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  • support 4:35 am on February 22, 2014 Permalink | Reply
    Tags: , , ISO, ISO 14001, Smart Cities, Smart Grid,   

    Quality Management and Smart Community Infrastructures: Managing Environmental Impacts 

    Community services like energy, water supply, waste management and transport require large infrastructure systems which are important for economic and social development, but they can also have a heavy cost on the environment.

    ICT is the spoke in a large wheel that transcends pure telecommunications and includes transportation, smart grids, telehealth and more.  Telecom and technology providers not only have to navigate network security, driven by an increase in M2M and cloud applications  (ISO 27001 is an option), they must also implement sustainability and environmental objectives (ISO 14001 is an option).

    There are certainly multiple approaches to these very interconnected industries and services, of which ICT is the backbone.  ICT is critical in the function and management of smart cities and smart grids.

    ISO is always looking for new ways to provide guidance in these areas.  Another such approach is looking at Smart Community Infrastructures.  These infrastructures take into consideration environmental impact, economic efficiency and quality of life, in order to build prosperous and sustainable cities.

    The new ISO technical report, ISO/TR 37150:2014, Smart community infrastructures – Review of existing activities relevant to metrics, aims to do away with this confusion by reviewing relevant metrics and providing stakeholders with a better understanding of available solutions.

    While we feel strongly that implementing quality standards like ISO 14001 and TL 9000 are appropriate ways for individual organizations to tackle these issues, there are other approaches, techniques and “guides” that are constantly being floated. Sometimes, they impact ISO standard updates and methodologies.

    Remaining informed about emerging trends that could influence NGOs, that in turn can influence administrations, is very important.

    Here is a short video from ISO that was recently posted regarding ISO/TR 37150 regarding Smart Community Infrastructures:


    If you require more information on the implementation of ISO 9001, ISO 27001, ISO 14001 or TL 9000, please contact us at info@bizphyx.com.

  • support 1:30 am on February 1, 2013 Permalink | Reply
    Tags: ISO 14001, , , ISO/IEC 27013, ITIL, ,   

    2013: The Year Of Quality Standards “Integration” 

    As we begin the new year by helping clients respond to quality management challenges in their organizations, it has become increasingly clear that 2013 will be focused on data security, energy management and sustainability driven through “communication” networks.  These unique functions must integrate even further to meet the complex task of driving a company’s products and services through a global supply chain.

    Take for example the telecom industry, where the evolution has become known as “ICT” or information and communications technology.  When you combine communication devices that disseminate big data serviced through networks to deliver healthcare, you have telemedicine. Combine public utilities utilizing data through intelligent meters to drive energy reduction and sustainable building standards and you support smart grids and smart cities.

    The reality is data security and energy management are cross-relational with the “communication network” at the center of the relationship.

    Quality standards are no different and this space is evolving to support integration.  Today, we wrapped up work group meetings at the 2013 QuEST Forum Leadership Summit in Dallas.  QuEST Forum is the governing body over TL9000, the telecom quality standard (based on ISO 9001).  In the past year, the standard has evolved and is now known as the “ICT” standard because deployment over a network is no longer centered purely on “tele” communications.   A communication network may be “service” centric, such as with the transportation and energy sectors.

    TL 9000 certification can easily be integrated with ITIL functions, such as Service Desk.  A great example of integration comes from Huawei.  Utilizing eTom, ITIL and TL 9000, Huawei has developed its own compliant MSUP (Managed Service Unified Platform), which is an architecture that drives multiple functions such as customer satisfaction, organizational mapping and operation support systems.

    The marketplace is driving shifts in ISO implementations as well.  Organizations are now certifying to TL 9000 and ISO 14001 (the energy management standard) at the same time and further expanding their quality certifications to include information security by implementing ISO 27001.

    ISO and IEC are also issuing new guidelines which “integrate” standards.  For example, in January 2013 ISO and IEC announced that they have published a new International Standard giving organizations advice on how to make integrated use of information security and service management system standards.

    The relationship between information security and service management is so close that many organizations already recognize the benefits of adopting both standards: ISO/IEC 27001 (information security) and ISO/IEC 20000-1 (service management).

    The new ISO/IEC 27013:2012, Information technology – Security techniques – Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000-1, provides guidance to be used whether one standard is implemented before the other, or both standards are implemented simultaneously.  Only time will tell how this guideline will influence ITIL and COBIT best practices.

    The publication of ISO/IEC 27013 arose from the recognition that combining use of both International Standards brings additional benefits.  ISO/IEC 27013 gives guidance on the first steps to be taken by organizations that wish to increase efficiency, improve their information security, service management and services”, according to Jenny Dugmore, editor of the new standard.

    Look for this trend to continue, with future guidelines expected as organizations chose to implement multiple, complimentary quality standards as a way to respond to business goals and regulatory pressures.  BIZPHYX is now in the process of expanding its service portfolio to include ISO 27001 implementation and audits, with clients set to certify later this year.  For more information on new ISO standards and guidelines, please visit the ISO news page.

    We’ll be reporting on the outcome of the recent QuEST Forum Leadership Summit and what changes are coming in 2013 with the release of R5.0 of the TL 9000 Measurements Handbook.  Our February edition of THE STANDARD will deal with this subject matter, as well as our March 15th TL 9000 R5.0 Measurements Handbook Delta Course.  For more information or to register, visit our website.

    Please contact us if your organization is considering implementing TL 9000, ISO 14001 or ISO 27001, either independently or as a suite of quality certifications.  You can reach us at info@bizhpyx.com.

  • support 3:58 am on November 21, 2012 Permalink | Reply
    Tags: , , ISO 14001, , , WeConnect International   

    BIZPHYX CEO, Sue Clancy Speaking About ISO 14001 and Corporate Sustainability in Beijing 

    Sue recently facilitated an ISO 14001 and Sustainability workshop at the WEConnect International China Sustainable Solutions for Growth Conference in Beijing, China in October 2012.  BIZPHYX was one of the key corporate presenters at the event, along with companies like AT&T, Walmart, IBM and Boeing.  WBEs in China and around the globe are embracing ISO 14001 as a way to address their environmental goals and practices so they can better compete in global supply chains.

    In this clip, Sue talks about the misconception that small and medium sized service organizations can’t or don’t obtain ISO certifications.  The opposite is actually true and ISO standards likes ISO 9001 and ISO 14001 help provide a competitive advantage for WBEs in MNC corporate supply chains.  She teaches these China businesswomen to take the lead in doing the same by addressing their sustainability objectives through ISO 14001.

    For more information, contact info@bizphyx.com.

  • support 3:16 am on September 17, 2012 Permalink | Reply
    Tags: corrective action plan ISO 9001, , ISO 14001, , , , root cause analysis,   

    Effective Use of Your Corrective Action Plan In Quality Management (QMS) 

    A corrective action plan is far more than picking up the phone to call another department to report a defect.  In this video training clip, we feature BIZPHYX SVP, Bob Clancy providing tips on how to strengthen your organization’s corrective action plan.

    He discusses data collection and analysis to support “lessons learned” and as a way to prevent problems in the future. Bob details how to verify if you have a formal corrective action plan that includes true root cause analysis and how to maximize that process.


    For further assistance please contact bclancy@bizphyx.com.

  • support 7:07 pm on June 21, 2012 Permalink | Reply
    Tags: , ISO 14001, , ISO standards translate good intentions into results, Rio+20,   

    ISO Standards Translate Good Intentions Into Results: A Focus On Rio+20 

    This week people descended on Rio de Janeiro, Brazil to attend Rio+20, the United Nation’s Conference On Sustainable Development.  Sounds great because “sustainability” is a good thing, right?  Unfortunately, in the events leading up to primary conference which ends tomorrow on June 22nd, the US and other emerging, large economies took a little bit of a beating by being portrayed as entities that live beyond their “environmental means” as outlined in the Inclusive Wealth Index, presented by the UN.  We featured this breaking story on our Twitter feed.  You can (read about it here).

    Certainly there will be disagreements about how individual, sovereign nations deal with sustainability and environmental challenges vs. how to integrate these approaches into a singular, global framework with other countries.  This United Nation’s Conference on Sustainable Development (UNCSD) was organized pursuant to General Assembly Resolution 64/236 (A/RES/64/236).

    The priority of Rio+20 is to focus on 7 key areas: decent jobs, energy, sustainable cities, food security and sustainable agriculture, water, oceans and disaster readiness.  These 7 priorities are packaged neatly in 2 themes: (a) a green economy in the context of sustainable development and poverty eradication and (b) the institutional framework for sustainable development.  In this modern time–what organization, company, city, state, nation or individual isn’t already focused on these priorities, right?

    Well brace yourself, because what comes out of Rio+20 can impact us here in the United States in a big way.  The Rio+20 Conference was envisaged as a conference at the highest possible level and includes heads of state and representatives of world governments.  The conference will result in a focused political document.  How we will be bound by that political document is unknown.

    At the end of the week everyone will go home to his or her respective countries and companies.  They will come down from the high of being in Rio and be faced with the elephant in the room—the realty of implementation.  How do we implement and measure these environmental, sustainability and corporate social responsibility goals or edicts?

    For the purpose of our article this week, we want our clients and readers to focus on the “wheel”.  Let’s not reinvent the wheel.  We hope that ISO standards will be considered as a key tool in the Rio+20 tool chest.  There are varied approaches to these complex issues and thousands of ISO standards already exist to help organizations manage these challenges.  However, “enviro-entrepreneurs” are always coming up with new “green” techniques, standards, certifications, regulations, etc.  Many of these are proliferated through NGOs and they often compete with each other.  In reality, if an organization of even the smallest size (less than 5 people) implements ISO 14001 (the environmental management standard), they will be addressing most of these issues in their own way, at the micro level.  If we all don’t do our part to participate at the micro level, then a macro resolution may be forced upon us someday.

    ISO.org did a great job of trying to bring attention to their role as a solutions provider in this global quest for sustainability by publishing a document prior to Rio+20 (you can access it here)Forging Action Into Agreement: How ISO Standards Translate Good Intentions About Sustainability Into Concrete Results logically explains how the 19,100 ISO standards and guidelines already provide solutions in all three dimensions of sustainable development-environmental, economic and societal.  They further clarify that what makes ISO so effective is that it provides a non-political, non-partisan platform where “standards are developed with open, transparent processes by representatives of the people who need them, implement them, are affected by them–and who can review and continually improve the results of their implementation.”  We couldn’t phrase it any better.

    So let’s hope that when it comes to translating good intentions into actions that the big brains at Rio+20 don’t attempt to reinvent the wheel.  Simply put, implement existing ISO standards in your organization.  No matter how small you are or even if you’re a service organization, begin with implementing ISO 9001 and ISO 14001 and you’re on your way to being an individual contributor to this global effort while radically improving the efficiency and productivity of your organization.  Yes, good intentions can be executed along with realizing tangible results in your bottom line.  They can be mutually exclusive!  For more information on implementing ISO 9001, ISO 14001 and TL 9000, the telecom (ICT) quality management standard, e-mail info@bizphyx.com

  • support 1:16 pm on May 18, 2012 Permalink | Reply
    Tags: , ISO 14001, , sustainability surveys,   

    The Sustainability Leadership List 2012: How Do Telecom and Energy Brands Rank? 

    If you follow BIZPHX on Twitter and Facebook, you know that we often provide links to relevant news articles that impact our world of quality management.  In particular, we follow trends in TL 9000, ISO 9001, ISO 14001 and corporate sustainability.  We recently provided a link to this study featured on one of our favorite blogs, GreenBiz.com.

    Each year, the results of The Sustainability Leaders — a GlobeScan/SustainAbility Survey of sustainability experts is released.  This survey includes corporate, government, NGO, academic, research and service organizations in 75+ countries.  The 2012 survey results were released this month.

    The survey poll asked respondents to name up to three companies that they consider to be leaders in integrating sustainability into their business strategy.

    The top ten brands (in order) for 2012 are:  Unilever, Interface, GE, Patagonia, Walmart, Marks & Spencer, Natura, Nike, Novo Nordisk, Siemens, Toyota, IBM and Nestle.

    This survey is often criticized for a variety of reasons ranging from a popularity contest to basing the rankings on a single metric.  Some have trouble reconciling results with what other sustainability rankings show.  The very nature of The Sustainability Leaders Survey is competitive.  Respondents have to pick one or just a few companies who they think are top performers above others.

    However, two points are always proven to be clear:

    • Companies remain concerned and driven to advance sustainability objectives, whether by intelligent business design or due to consumer demand or government regulation.  This trend is advancing not reversing.
    • The leaders have clearly defined messaging which they integrate into their business strategy.  Their plans are concise, focused, transparent and easy to communicate to stakeholders and employees.  They are able to leverage their brand’s awareness as a result.

    What then, does it take to crack the top-ten most frequently named leadership companies in the poll?  It’s not quite that simplistic and we encourage you to read the article and survey presentation in its entirety.  You can also access a podcast interview with executives from GlobeScan, Unilver and Patagonia at 2degrees network.

    Unilever ranked #1 is a consumer goods giant and on the list are big pharma, automotive, food and retail conglomerates.  For the purpose of our article we are more focused on the industries represented and the gap that exists in the telecom and energy sectors.  Specific to telecom, what can we do to drive our TL 9000 and ISO 14001 quality management systems to tackle the elusive business challenge of corporate sustainability?  These are not buzzwords anymore.  They are critical business realities in a global economy.

    Siemens is as close as it gets in 2012.  This Munich, Germany based multinational corporation is the largest European-based electronics and electrical engineering company.  While they have an IT Solutions division, they are not focused solely in the ICT sector.  There is no telecom leader on this list.

    However, let’s take some pointers from Siemens.  Their goals are clearly defined and their objectives are driven at the employee level, which we know propels any successful QMS.  Visit the sustainability section of their website, which is very easy to find on their main landing page.  Also watch the brief video presentation from Barbara Kux, their CSO (Chief Sustainability Officer).

    ICT and telecom industries touch so many aspects of our personal and business lives.  As business operators in this space, we must learn from the leaders on this list and raise our own sustainability goals.  More importantly, we need to articulate objectives in a way that resonate with our consumer public and employees.

    In terms of quality management, we should look for ways to integrate these goals within the scope of our ISO 9001, TL 9000 and ISO 14001 frameworks to drive continual improvement in these areas. Specific to TL 9000, we have the ability define measurable outcomes and track them against benchmarking data.  It’s then more likely; we’ll see a telecom leader on a future list!

    For information on ISO 9001, TL 9000 and ISO 140001 implementation, contact info@bizphyx.com.


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