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  • support 2:46 am on February 11, 2013 Permalink | Reply
    Tags: , , , , TL 9000 measurements, , TL 9000 Requirements   

    Update From The QuEST Forum Leadership Summit 2013 

    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 for small business.  The Board meeting opened with 2013 Board Chair Tim Harden, President of AT&T Supply Chain and Fleet Operations, and Vice Chair Steve Pickett, President and CEO of Telmar Network Technology (a Jabil Company), presiding.

    Reports were provided by each of the working committee chairs, Executive Board initiative(s) chairs, regional chairs and QuEST Forum CEO, Fraser Pajak.  Progress was made in 2012 and the Board is looking for even greater accomplishments in 2013, 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 Global Initiatives

    An example of such global initiatives is working with South and Central American services providers (MSOs).  QuEST Forum is employing great resources to work with South and Central American service providers and suppliers in an effort to provide expertise on improving network quality in these countries.   In light of the FIFA World Cup in 2014 and Summer Olympics in 2016, Brazil in particular is looking for ways to ensure top quality and reliability of their ICT network for these events.  QuEST Forum is definitely increasing traction in this region.

    New ICT Sectors

    There was great discussion about the ways that QuEST Forum might provide value in the wireless network arena, particularly around wireless cell tower quality and wireless handset manufacturing.  Be aware that new sub teams may be formed around these subjects, so that if you have an interest, you should plan to participate!

    New Revisions To The TL 9000 Standard

    There will be a new Revision of the TL 9000 Requirements Handbook, Rev. 5.5 that will be effective on December 31, 2013 and must be implemented by December 31, 2014.  The IGQ (Integrated Global Quality) work group reviewed submitted comments at the IGQ meeting on Jan. 31 and reviewed most of the comments.  At this time, it looks like there will be only 2 new requirements, clarification on current requirements and not a major revision.

    Comments for the new revision of the TL 9000 Measurements Handbook Rev. 6.0 will be solicited in June 2013 from QuEST Forum.  If you think there are current measurements that need to be revised or new measurements added, this would be the time to submit your suggestions.  Be looking for more information from QuEST Forum in May and June concerning how to provide your input for the new measurement handbook revision.

    BIZPHYX Makes The 340 Club

    BIZPHYX was 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 employees investment of time and efforts in multiple work groups, sub teams and regions along with generous event sponsorships.  This is the second 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 2012 and BIZPHYX, SVP, Bob Clancy received recognition for his contribution as secretary of the GBE (Global Business Excellence) work group.

    As an Executive Contributor, Sue has led the efforts of the Small Business Group under the sponsorship of JoAnn Brumit of Karlee and there will be some interesting news to report in an upcoming press release about this QuEST Forum Small Business Group efforts.

    As we discussed in our year end article, What’s In Store For ICT Quality in 2013, the ICT landscape continues to evolve into the cloud, M2M and public utility grids and so will TL 9000.  So stay tuned, it’s going to be a very interesting year!

  • support 2:10 am on May 23, 2011 Permalink | Reply
    Tags: , , TL 9000 measurements   

    QuEST Forum 2011 Wireless Return Rate Industry Report 

    Last week the Telecommunications Industry Association (TIA) held its annual conference in Dallas.  “Inside The Network” featured an exceptional line-up of speakers that covered topics such as the security, sustainability and reliability of the network.  QuEST Forum took this opportunity to release their 2011 Wireless Return Rate Industry Report.  This report is the third in a series on the state of communications quality.  The study was conducted over a two-year period from July 2008 to June 2010 and focused on the return rates for the wireless product family.

    Does TL 9000 really make a difference in quality, beyond the wireline segment?  YES.  The study illustrates some impressive statistics that support this premise.  During the study period, return rates broadly decreased (i.e. improved) across the Wireless product family and the linear average improved for each of the measurements examined.  For example, in the Wireless product family, there was a 21% decrease in hardware returns for the Early Return Index measurement and there was an overall 80% improvement in the Rate measurement.

    TL 9000 certified organizations are required to use TL 9000 benchmarking data to continually evaluate and improve their performance. These organizations experienced the improvements substantiated in the study.  To obtain a complete copy of the report you can visit the BIZPHYX Knowledge Center.  It is located under our Case Studies tab. We have the report posted for download.  You can also obtain a copy of this report at the TL 9000.org website.  For additional information or for interpretation of the report’s statistics, please contact info@bizphyx.com.

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

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

    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 measurements, 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 measurements, ,   

    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 1:11 pm on July 26, 2010 Permalink | Reply
    Tags: , EIO, Measurements Handbook, , , TL 9000 measurements,   

    TL 9000 Measurements Handbook Release 4.5 Series Begins: EIO Is Now SSO 

    This month we begin a new series for users of the TL 9000 Quality Management System.  Many of you may know that release 4.5 of the TL 9000 Quality Management System Measurements Handbook was approved by member vote in 2010.  Release 4.5 can be used for all data submissions to QuEST Forum beginning with January of 2011. Certified organizations are required to use Release 4.5 beginning with July of 2011.  With Release 4.5 there are many clarifications and several significant changes.  Over the next month we will be addressing many of these changes.  This week we are focusing on changes to the category known as EIO” or “Installation or Engineering Caused Outage Measurement”.

    Among the several outage measurements that are being reported by applicable organizations is a category known as EIO (Installation or Engineering Caused Outage Measurement).  This measurement was intended to provide insight into the impact of Installation and Engineering activities on network elements in the field.  It only applied to two product categories, Installation, 7.1.1 and Engineering, 7.2.1.  Release 4.5 changes all that.

    EIO has been replaced by a broader measurement called “SSO” or “Support Service Caused Outage Measurement”.  Member companies realized that the measure as it stood was too narrow and did not apply to other appropriate certified organizations.  Therefore, the measurement was broadened and with Release 4.5 it will apply to 9 product categories.  Next week, grab a pen and paper as we outline these 9 categories and the net effect of the changes with Release 4.5.  Until then, if you need immediate assistance with upgrades please contact bclancy@bizphyx.com.

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