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  • support 2:19 am on September 6, 2010 Permalink | Reply
    Tags: , DSR Advisories, , , TL 9000 EF&I,   

    TL 9000 Measurements: DSR Advisories 

    As we continue the discussion on recent measurement changes, there are some changes that do not necessarily accompany the Release 4.5 Measurements Handbook , but are important to know.  One such change is the introduction of advisories on the DSR (Data Submission Report) that QuEST Forum emails to users of the Measurements Repository System, to confirm that measurements data has been received.  The DSR contains useful information including the submission date, which helps the auditor and your management determine whether or not the data was submitted timely.

    At the bottom of the DSR, you will see a notation called Advisory Message(s).  There may be one or more advisories listed along with an explanation as to what they mean.  This is due to the fact that QuEST Forum has upgraded their measurements repository algorithms to look for anomalies in your data submission.  There are thirteen such advisories.  You can find the list and guidance on the TL 9000 website under alerts and news/data submissions.  Advisories are designed to tell you that something odd was noticed in the data. Here is an example message: “NPR1 >>>>> Advisory #1 – the calculated Measurement over the smoothed period is perfect.” This doesn’t mean that something is necessarily wrong with the data, but it looks odd since the measure has been perfect (i.e. no problem reports) over the period monitored.

    What does this mean to you?  As a certified organization you are required to analyze the data and determine if it was wrong.  If there is no issue, no action is required.  If the data is wrong, you are required to resubmit it.  More importantly, you will be required to demonstrate conformance with this requirement.  Therefore, you should use a text or word document to record that you investigated the data in question and that there was nothing wrong, or record what was wrong and what corrective action was taken.  This should answer any questions you have regarding DSR Advisories.   If you require further information or upgrade support, contact bclancy@bizphyx.com.

  • support 1:42 am on August 23, 2010 Permalink | Reply
    Tags: , Fixed Response Time, , , TL 9000 EF&I, , 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 EF&I, , ,   

    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 3:38 pm on March 16, 2010 Permalink | Reply
    Tags: TL 9000 EF&I   

    Do companies that do Engineer, Furnish and Install (EF&I), need to include design and development in their registration scope? 

    A: No. EF&I Organizations provide an engineering service defined in product category 7.2.1 as Network Engineering, including specifying locations and placement of equipment and many other activities. These activities are not defined in the standard as design activities. For further information see the QuEST Forum website: tl9000 resources>.  In you need further clarification, contact me directly: bclancy@bizphyx.com.

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