Tagged: TL 9000 Release 4.5 RSS

  • support 1:42 am on August 23, 2010 Permalink | Reply
    Tags: , Fixed Response Time, , , , , TL 9000 Measurements Handbook R4.5, TL 9000 Release 4.5   

    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 Release 4.5   

    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, 7.2.1.1 Fixed Network Engineering Services, 7.2.1.2 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 Release 4.5   

    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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