TL 9000 Alert 13-001A issued by QuEST Forum on February 4, 2013 announces enhancements to current TL 9000 data submission error checking to include 8 new TL 9000 cross-measurement checks. These error checks are meant to address situations where data inputs across two or more measures should meet specific rules, but do not.
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As you may know, QuEST Forum recently released TL 9000 Alert 12-003A regarding the TL 9000 Certification Complaint Process previously described in TL 9000 Alert 05-006A.
To help you better understand TL 9000 Alert 12-003A, please watch this video clip from BIZPHYX Senior Vice President, Bob Clancy. In this video, Bob describes the formal process that allows for customer feedback to the certification bodies (CBs) and accreditation bodies (ABs) of any apparent failure by a TL 9000 certified organization to meet the TL 9000 requirements. We have posted the official QuEST Forum alert and documentation on the BIZPHYX Knowledge Base.
This brief video is also posted on our website and on our YouTube Channel.
For further assistance please e-mail us at email@example.com
In preparing for our recent trip to India to deliver TL 9000 Education and Overview courses, several questions were presented to us about which sanctioned courses an individual should take. Sometimes those new to the TL 9000 standard have legitimate questions about which course is right for them, depending upon their current position.
This curriculum path has proven to be very helpful to the quality executives that we are working with in India, but is has universal application. We have now posted this curriculum path on our TL 9000 Course Library page and on our Knowledge Base. A snapshot of the chart is shown below:
Before registering for a TL 9000 sanctioned course, it is important to know which path of learning is best for you in your current position. There are four basic paths:
- the Executive/Contributor path
- the Practitioners Non-Auditing path
- the Practitioners Auditing path
- the CB Auditors (third party) path
Our TL 9000 curriculum path PDF describes the different learning paths in great detail and outlines the recommended courses for each learning path. Access this PDF on our Knowledge Base. This should help you make a determination about which course is right for you. If you require any further assistance with TL 9000 sanctioned courses, please contact firstname.lastname@example.org.
The 2012 QuEST Forum Leadership Summit took place last week in Dallas (January 30-February 3). It was an incredible week of networking, sharing, learning and of course–strategizing. During “The State of the Forum” presentation, QuEST Forum 2012 Executive Board Chair, Trevor Putrah and QuEST Forum COO, Don Pickens provided a recap of 2011 and outlined plans and goals for 2012.
2011 was defined as a year of “continuing progress”. There was growth in TL 9000 registrations and the Member Value Survey and the TL 9000 Survey yielded very high scores in the categories of member satisfaction and likely to renew. QuEST Forum continues to engage small businesses through the Small Business Subgroup. The efforts of the Membership and TL 9000 Recruitment team enabled QuEST Forum to retain and add many new members.
Although 2011 presented some real economic challenges (coupled with many mergers and acquisitions throughout the industry), there was a substantial growth in certified locations which increased to 1,978, (up from 1,692 in 2006), with the majority of that growth occurring in the APAC region, followed by the Americas region.
It was also revealed that TL 9000 is on the fast track to become the Chinese National Standard for telecommunications quality. Leadership has been added in all global regions, including the addition of paid staff for the India Hub. Arun Malik with Bharti Airtel is now the Executive Director of the India Region.
QuEST Forum also strengthened the global benchmarking study for the Network Reliability Centers with the inclusion of relevant measures developed by major service providers. Performance Data Reports demonstrate that the use of the TL 9000 QMS continues to improve industry quality and reliability.
So, what are the challenges and initiatives for 2012? First and foremost, QuEST Forum has defined its vision: “to be the global force for improving the quality of products and services delivered to customers of information and communication technologies” (ICT). Make note of the acronym ICT as TL 9000 evolves to integrate information and communications quality objectives.
The focus for 2012 has been defined as “Driving TL 9000 Measurements Throughout the Global ICT Supply Chain”. To support this effort, there is a plan to strengthen QuEST Forum though further membership growth and regional engagement. This includes fortifying relationships with other industry associations, government agencies and regulatory bodies throughout the globe. With that, QuEST Forum is committed to driving the TL 9000 standard in the cable industry and other related communication technologies.
Strengthening benchmarking efforts and TL 9000 in particular for services providers, network operators, managed services and wireless operations will further support the 2012 focus. Broader engagement of TL 9000 throughout the communications supply chain is the big goal. While APAC growth is solid, EMEA still remains a challenge and there are steps being taken to help with that influence in Europe.
There are some very aggressive strategic initiatives planned in Marketing Outreach, Performance Data Reports, Network and Service Reliability Performance and Measurements For Next Generation Networks.
For example, with Network and Service Reliability Performance, there is a plan to expand the areas of study to include wireless and managed services. With the Next Generation Network Measurements (EB-9) initiative there is an accelerated effort to enhance TL 9000 measurements to address converged, next generation and IP-based communication networks. Tim Harden, President of Supply Chain and Fleet Operations for AT&T is leading the Next Gen initiative. Tim is the 2012 Vice Chair and Chair Emeritus of the QuEST Forum Executive Board. In addition to his governance with the Next Gen initiative, Tim will be heading to Korea next month to help develop leadership for the Korean Hub.
This focus for 2012 reflects a bold and energetic plan which also includes several global events such as the APAC Best Practices Conference, April 3-5 in New Delhi and the EMEA Best Practices Conference June 11-13 in Madrid, Spain.
It goes without saying that several BIZPHYX executives are very involved in many of these enterprises. Bob Clancy is Secretary of the Global Business Excellence Group (GBE). Jennifer Simcox is Secretary of the Americas Region and Chair of the New Member Sub-Team. BIZPHYX President and CEO, Sue Clancy is Co-Chair of the Jump Start Mentor Program and Co-Chair of the Small Business Group.
Jennifer and Sue were recognized for their contributions at this year’s Leadership Summit and awarded with the 2011 QuEST Forum COO Award. Jennifer and Sue are both two-time recipients of this award. BIZPHYX Senior Vice President, Bob Clancy was presented with same award for 2010.
When there are changes or upgrades to report regarding the TL 9000 standard, you can be confident that BIZPHYX will be able to guide you through the process. You can access subject matter information on our knowledge base, podcast channel and here at the support desk.
So that’s the QuEST Forum TL 9000 road map for 2012. It’s going to be a busy year for a rapidly deploying ICT quality management standard!
Check back soon as we’re going to provide readers with some guidance on TL 9000 curriculum paths. This subject came up while preparing for India’s TL 9000 Overview courses (Bob Clancy is heading to India this weekend). Later in the month, we will also provide you with an update on our TL 9000 education efforts at the NTCA Conference, also taking place next week in San Diego. If you need immediate assistance on TL 9000, ISO 9001 or ISO 14001, contact: email@example.com.
In December of 2011, ISO released their latest edition of The ISO Survey of Certifications. The yearlong study conducted during 2010 outlines the global relevance of the ISO management system standards for quality, environment, medical devices, food safety and information security. The study results reveal an increase in certificates of 6.23% for a worldwide total of 1,457,912 certificates and users of one or more standards in 178 countries.
A key aspect of the study is the trend line involving certain standards. The biggest increases in certification are to the sector-specific ISO 22000:2005 food safety management system standard which is up by 34% and to the issue-specific ISO/IEC 27001:2005 information security management system standard which has risen by 21%. However, ISO 9001:2008, ISO 14001:2004 (environmental) and ISO 13485:2003 (medical devices) all saw strong increases and are reflective of industry trends in the USA.
ISO stated that the attraction and stability of the ISO management system model, pioneered by ISO 9001 for quality management, has helped other sectors face specific challenges in both public and private organizations.
ISO 9001:2008 (which gives the requirements for quality management systems) remains firmly established as the globally implemented standard. The 2010 survey represents an increase of 4% over 2009.
ISO/IEC 27001:2005 gives the requirements for information security management systems. At the end of 2010, at least 15,625 ISO/IEC 27001:2005 certificates had been issued in 117 countries and economies. The 2010 total represents an increase of 21% over 2009.
ISO 14001:2004 (which gives the requirements for environmental management systems) retained its global relevance for organizations wishing to operate in an environmentally sustainable manner. Through the end of 2010, at least 250,972 ISO 14001:2004 certificates had been issued in 155 countries and economies which revealed a year over year increase of 12%. According to ISO-China, Japan and Spain are the top three countries for the total number of certificates, while China, the UK and Spain are the top three for annual growth.
We see many of our clients looking to expand their existing ISO 9001:2008 and TL 9000 certifications to include ISO 14001 and we have created a unique dual certification program to help new organizations achieve this goal. Please visit our ISO 14001 page for more information.
If you would like to access The ISO Survey (which includes data from 1993-2010) you can obtain a free “principal findings” version available on our Knowledge Base or here at ISO. The complete study including industry breakdowns is available for purchase from the ISO store.
Other important ISO news was released at the close of 2011 and some of these stories may be of interest to you as well. Click on these links to access additional articles at ISO.org:
This year we will be addressing many aspects of environmental quality including occupational health (OHSAS 18001). In addition, we will help you better understand the proposed refinements to TL 9000. TL 9000 is becoming an even more comprehensive communications standard due to next generation networks and the “hand-in-glove” relationship between network systems and information technology systems and products (ICT).
In 2012 we will also help frame ISO/IEC 27001 and CMMI’s relationship and integration with TL 9000, the telecommunications quality management standard. Next week we will provide and update on TL 9000 from the 2012 QuEST Forum Annual Leadership Summit and Executive Board Meeting. For more information on implementation, training or internal audit of the standards mentioned above please contact us at firstname.lastname@example.org.
As we returned from the QuEST Forum APAC Best Practices Conference in Beijing, China which centered on the demand for quality, it was very coincidental that several articles had just been released in the USA regarding issues with supply chain quality in China and India. One has to wonder–can Asia really embrace quality management practices and standards like TL 9000 in the years to come?
Tim Harden, President of Supply Chain and Fleet Operations for AT&T, who is also the 2011 QuEST Forum Executive Board Chair, delivered the opening address of the conference. In his thoughtful and powerful remarks, he discussed network evolution and the resulting mandate for quality. This mandate is clearly reinforced through TL 9000 certification, which delivers on a common quality language for the communications industry. TL 9000 measurements help certified companies use their data to improve performance like OTD (on-time delivery), because organizations can see where they benchmark against their industry peers. Tim provided impressive metrics regarding what AT&T is experiencing relative to their supply chain performance as a result of utilizing TL 9000 certified suppliers.
Dr. Yang Gang (Freeman), Founder and CEO of the Zero-Defect Management Institute and Deputy Director of Quality and Competitiveness for the Research Center at Peking University, delivered a keynote presentation entitled: China Needs a Quality Revolution From “Made in China” to “China Quality”. The title of his keynote address could not have framed the current challenge any better.
For those APAC companies who showed leadership by attending the conference, they were able to learn quality best practices from numerous workshops and presentations like the one delivered by Rachel Buckley, Director of Quality Programs for AT&T regarding supplier performance management and supplier scorecards. S.M. Balasubramaniyan’s presentation on The Value of TL 9000 Registration: A Supplier’s Journey was also compelling. S.M. is a Vice President with Wipro Technologies and a QuEST Forum Executive Contributor.
Yet after all of the workshops delivered by these industry leaders and other participating companies like Alcatel-Lucent, Bharti Airtel, BIZPHYX, Ericsson, Fujitsu, Huawei, IBM, Infosys, JDSU, KARLEE, Motorola Mobility, Nokia Siemens Networks, QuEST Forum, Telmar Network Technology, Wipro and ZTE—where do Asian service providers and suppliers go from here? There is a small buzz that China as a nation may look to adopt the standard, perhaps from a regulatory perspective. While this is purely speculative at this point, do quality standards with their service providers like China Telecom—really matter to us in the USA?
Well, it’s very short shortsighted to believe that with the next generation networks, cloud computing and integrated global supply chains, many of which utilize the same suppliers—that it doesn’t matter. China and other APAC nations need to embrace quality management standards like TL 9000 with more vigor. A recent article featured in Supply Management predicts offshoring to China will hit $10 billion by 2015. Another article from Insurance Insight reports that the China may be the location of the next big supply chain disaster. Just last week this article from Reuters presents a case that India supply chain chaos is the next hurdle for global retailers.
One significant advantage of certifying to TL 9000 (there are many) is the risk management component. The potential suppliers that may be depicted in these articles can certainly benefit from certifying to the standard to improve their organizational efficiencies. By implementing risk management contingencies they can help prevent global supply chain catastrophes.
Where will Asia stand with TL 9000 in the years to come? We are hopeful and encouraged that their telecom industry leaders will continue to foster a culture of quality, similar to the demand for TQM in Japan in the 1980’s. BIZPHYX is going to be on the forefront of this continued TL 9000 education movement. In February, BIZPHYX Senior Vice President Bob Clancy will be heading to India to conduct TL 9000 education and training in 4 cities including Bangalore and Dehli. Bob along with Satyendra Kumar, Senior Vice President and Group Head of Infosys Technologies, who is also a member of the QuEST Forum Executive Board, will be leading an accelerated effort to help Indian suppliers and service providers champion quality management practices in the region.
So stay tuned, it’s going to be an interesting year for the growth and adoption of TL 9000 in the USA and around the globe, including China and India. Xu Feng, Co-Chair of the QuEST Forum Greater China Hub and others like Sheng Fei with CNCA and Yang Zhongatao with China Telecom are going to be very busy! For more information about TL 9000 training, implementation and consulting contact email@example.com.
BIZPHYX executives will be returning home this weekend from what was an event filled QuEST Forum APAC conference in Beijing, China. While TL 9000 education and continued adoption of the standard in Asia were among the topics at this year’s APAC conference, quantifiable improvements and metrics were also reported and discussed.
QuEST Forum released its fourth report in the series on the state of communications quality on November 8th at the APAC Best Practices Conference in Beijing. This fourth study focuses on Edge Router Product Category trends over a five-year period from 2006 to 2011.
In the first three QuEST Forum industry papers, Problem Reports, Fix Response Time and On-Time Delivery for Edge Routers were discussed. This paper reviews sustained performance data from TL 9000 Industry Average and Monthly Average trends. For the first time, the paper also examines Software Fix Quality, which was introduced to TL 9000 in 2007.
The numbers once again clearly show the impact that TL 9000 certified companies have on the industry and network quality.
For example, Critical Problem Reports for the Edge Router Product Category improved from an Industry Average of around 0.0017 from 2006 to 2009 to an Industry Average of 0.0004 from 2009 to 2011 representing a 76% improvement. Major Problem Reports for the Edge Router Product Category improved from an Industry Average of around 0.0055 from 2006 to 2009 to an Industry Average of 0.00037 from 2009 to 2011 representing a 90% improvement. On the Software Quality front there were also significant fixes.
You can download the complete report at the BIZPHYX Knowledge Center or you can visit the TL 9000.org website.
The reality is that TL 9000 certified companies make the best suppliers and partners in the telecommunications space. You can be assured TL 9000 certified companies have quality management processes in place that support these report findings. To maintain their certifications, TL 9000 certified companies employ rigorous practices such as corrective and preventive action plans and risk mitigation methods, while measuring and reporting their outcomes to the QuEST Forum MRS (Measurements Repository), from which best in class and other collective statistics are reviewed and released in reports such as this.
Stay tuned next week as we report more from the field and post a 2-part podcast series on TL 9000 Advanced Quality. Contact firstname.lastname@example.org if you require any further information on this study.