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  • support 11:26 am on August 25, 2010 Permalink | Reply
    Tags: 7.3.1.C.6 Estimation, , , TL 9000 categories, ,   

    TL 9000 Clause 7.3.1.C.6 Estimation: Defined and How To Document 

    We were recently asked an excellent question about 7.3.1.C.6 Estimation.  Here is a definition of that clause and support on how to document that the requirement is being met:

    Estimation is usually led by a program or project management function before a project can begin to evaluate how much development or delivery of a service will cost and what risks are involved, along with staffing, schedules, cost, quality, reliability, and productivity estimates.  The responsible manager obtains input from other functional organizations and so the evidence for conformity can come from many places.

    Therefore, many companies will use a program or project management plan template to create specific project plans in order to record variables including estimation requirements.  Using the template, the responsible program manger will complete a specific project plan containing the appropriate factors including those required by 7.3.1.C.6 Estimation.  The manager will require functional departments to provide specific estimates for the plan along with the sources of data for recording performance against that plan.  The plan is updated with the estimates and once they are all recorded, the plan is submitted for approval.  Then it is reviewed at various stages using the data.

    Again, because the estimate sources and data are normally diverse, having them recorded in a central place like a project plan is a necessity.  To the question, the completed project plan becomes the main body of evidence for conformity along with the data from the various sources called out in the plan.  This method is not the only method in use so when auditing, you may need to ask where the project estimates and data are recorded and follow that audit trail.

    If you have any more questions on TL 9000 clauses, please feel free to contact blancy@bizphyx.com.

  • support 1:42 am on August 23, 2010 Permalink | Reply
    Tags: , Fixed Response Time, , TL 9000 categories, , , TL 9000 Measurements Handbook R4.5,   

    TL 9000 Measurements R4.5: Treatment of FRT-Fixed Response Time 

    This week, we are addressing the changes to FRT in Release 4.5 of the TL 9000 Measurements Handbook.  As you may know, the TL 9000 Measurement FRT is a common measurement reported by all certifying organizations.  FRT stands for Fix Response Time.  The idea behind FRT is to measure the organization’s overall responsiveness to customer reported problems.  These are problems reported by your direct customer.  FRT is a measurement of the interval between the time an organization receives a customer problem report and the time a fix is delivered and accepted by the customer.  This measure allows organizations to benchmark their responsiveness to customer problems and to improve their fix delivery performance against industry standards.

    For companies in categories 1-6, the thresholds for fix intervals are 30 days for major problem reports and 180 days for minor problem reports.  For organizations in categories 7 and 8, fix response time intervals can be negotiated through service level agreements with your customer and become what you and your customer agree they should be. In the absence of service level agreements to define fix intervals you can document and perform to your own intervals.

    Since categories 7 and 8 only report one problem report measure, you can have a single FRT interval instead of intervals for major and minor problem reports.  This is only true if none of your customers prevent you from doing it by specifying fix response time intervals through contractual agreements.

    Note that these intervals have changed in release 4.5 of the Measurements Handbook for Product Category 9, End Customer Services.  The new intervals have been provided by consensus of the membership to be more realistic for this type of service and will be 2 working days for major problem reports and 5 working days for minor problem reports, beginning with R4.5 of the Measurements Handbook.

    Also note that there is no fix response time interval for critical problem reports because QuEST Forum member companies assume that by definition, critical problems are worked on until they are resolved.  We hope this post helped clarify aspects of Fixed Response Time.  If you require further information or upgrade support, contact bclancy@bizphyx.com.  Tune in next week, as we discuss DSR (Data Submission Report) Advisories.

    • Leticia Hernandez 8:25 am on August 23, 2010 Permalink

      I actually have a question about 7.3.1.C.6 Estimation but didn’t know how to begin a new topic. Can you provide an explanation of this new clause? What type of document/record could we show as evidence that it’s being met?

  • support 3:01 pm on August 4, 2010 Permalink | Reply
    Tags: , , TL 9000 categories, , , ,   

    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 bclancy@bizphyx.com.  Next week, we discuss other changes with R4.5.

  • support 2:51 pm on March 19, 2010 Permalink | Reply
    Tags: , , , TL 9000 categories   

    What are product categories? 

    Product categories are a part of the TL 9000 Quality Management System and are the way that TL 9000 certified organizations are grouped for reporting data to QuEST Forum.  There are major categories for things like switching, transport, and services.  These are divided into sub categories.  Categories are numbered for easy identification.  For instance the Services Category is 7, while installation service is 7.1.1, repair services 7.4, distribution services  All categories have distinctive measurement requirements.  In this way, all like certified organizations report the same data to QuEST Forum.  For more information contact us at support@bizphyx.com

  • support 3:40 pm on March 16, 2010 Permalink | Reply
    Tags: TL 9000 categories   

    Do organizations that distribute or integrate products for other organizations, need to be registered to a hardware or software product category? 

    A: No. Organizations that distribute or integrate other suppliers’ products still register as a service registration.  If integrating a final product however, they may be required to report hardware return measurements for the finished goods.  In you need further clarification, contact me directly: bclancy@bizphyx.com.

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