Presentation by Edin Musanovic

Presentation by Presentation by Edin Musanovic Edin Musanovic

What will be coveredWhat will be covered• TL 9000 definedTL 9000 defined• How TL 9000 can be used in your How TL 9000 can be used in your

organizationorganization• Explaining TL 9000Explaining TL 9000• How TL 9000 worksHow TL 9000 works• A real world exampleA real world example• An exerciseAn exercise• SummarySummary

TL 9000 DefinedTL 9000 Defined• The purpose of TL 9000 is to define the The purpose of TL 9000 is to define the

telecommunications quality system telecommunications quality system requirements for the design, requirements for the design, development, production, delivery, development, production, delivery, installation and maintenance of products installation and maintenance of products and services. Included in TL 9000 are and services. Included in TL 9000 are performance and cost-based metrics performance and cost-based metrics that measure reliability and quality that measure reliability and quality performance of the products and performance of the products and services. services. (www.Questforum.asq.org)(www.Questforum.asq.org)

How TL 9000 can be used How TL 9000 can be used in your in your organizationorganization..

• Improve servicesImprove services• Increase satisfactionIncrease satisfaction• Increase quality Increase quality • Improve bottom lineImprove bottom line• Improve efficiencyImprove efficiency

(www.bsiamreicas.com)(www.bsiamreicas.com)

How TL 9000 can be used in How TL 9000 can be used in your organization (cont.)your organization (cont.)

• Enhanced supplier relationshipsEnhanced supplier relationships• Increased competitivenessIncreased competitiveness• Creation of a platform for Creation of a platform for

improvement initiativesimprovement initiatives• Continuous improvementContinuous improvement

(www.questforum.asq.org)(www.questforum.asq.org)

Explaining TL 9000Explaining TL 9000• Combining effortsCombining efforts

• Bell Atlantic, BellSouth, Pacific Bell, and Bell Atlantic, BellSouth, Pacific Bell, and Southwestern BellSouthwestern Bell

• The QuEST ForumThe QuEST Forum• Global harmonizationGlobal harmonization

• Include suppliers and companiesInclude suppliers and companies• Create extension to ISO 9000Create extension to ISO 9000

• Goals of improving qualityGoals of improving quality• Creating a standard Creating a standard

(www.questforum.asq.org)(www.questforum.asq.org)

Explaining TL 9000 (cont.)Explaining TL 9000 (cont.)• TL 9000 HandbookTL 9000 Handbook

• Five layers dealing with ISO 90011 and hardware, software Five layers dealing with ISO 90011 and hardware, software ad service requirementsad service requirements

• Layer one: requirement clauses of the International Standards Layer one: requirement clauses of the International Standards ISO 90011ISO 90011

• Layer 2: Common Telecommunications Industry requirements Layer 2: Common Telecommunications Industry requirements that apply to hardware software servicesthat apply to hardware software services

• Layer 3: Contains those requirements that are specific to Layer 3: Contains those requirements that are specific to hardware, software and serviceshardware, software and services

• Layer 4: Common Telecommunications Industry measurements Layer 4: Common Telecommunications Industry measurements that apply to hardware, software and servicesthat apply to hardware, software and services

• Layer 5: Provides measurements – The measurement tools to Layer 5: Provides measurements – The measurement tools to be used with hardware, software and/or services processes and be used with hardware, software and/or services processes and products – to be used to measure results relative to the products – to be used to measure results relative to the requirementsrequirements

((www.questforum.asq.orgwww.questforum.asq.org))

Explaining TL 9000 (cont.)Explaining TL 9000 (cont.)• RegistrationRegistration

• Established by the QeEST ForumEstablished by the QeEST Forum• For Suppliers and Telecommunications companies around For Suppliers and Telecommunications companies around

the worldthe world• Working with Registrar Accreditation BoardWorking with Registrar Accreditation Board• Percent Market Percent Market

Share of TL 9000 Share of TL 9000 RegistrationsRegistrations

(www.questforum.asq.org)(www.questforum.asq.org)Chart Courtesy of Chart Courtesy of http://pulse.tiaonline.org/pring.cfm?id=982.http://pulse.tiaonline.org/pring.cfm?id=982.

Explaining TL 9000 (cont.)Explaining TL 9000 (cont.)• QuEST ForumQuEST Forum

• 150 Members150 Members• Open to Telecommunications service Open to Telecommunications service

providers and suppliers providers and suppliers • Coordinates the global TL 9000 effortCoordinates the global TL 9000 effort

(questforum.asq.org)(questforum.asq.org)

How TL 9000 worksHow TL 9000 works• Implementing TL 9000 Implementing TL 9000

• Purchase the standardPurchase the standard• Review support literature and softwareReview support literature and software• Familiarize yourself with the additional Familiarize yourself with the additional

requirements Evaluate performancerequirements Evaluate performance• Assemble a ream and agree your strategyAssemble a ream and agree your strategy

(www.bsiamericas.com)(www.bsiamericas.com)

How TL 9000 works (cont.)How TL 9000 works (cont.)

• Implementing TL 9000Implementing TL 9000• Consider TrainingConsider Training• Choose a registrar Choose a registrar • Develop a quality manualDevelop a quality manual• Develop support documentationDevelop support documentation


How TL 9000 works (cont.)How TL 9000 works (cont.)

• Implementing TL 9000Implementing TL 9000• Implement your quality management Implement your quality management

systemsystem• Consider a pre assessmentConsider a pre assessment• Gain registrationGain registration• Continual assessmentContinual assessment


Nortel: A real world Nortel: A real world example example • Implemented TL 9000Implemented TL 9000• Part of the current trend in the Part of the current trend in the

industryindustry• Proven reliabilityProven reliability• September 11, 2001 exampleSeptember 11, 2001 example

(pulse.tiaonline.org)(pulse.tiaonline.org)

How TL 9000 helpedHow TL 9000 helped• Improved efficiency within Nortel’s Improved efficiency within Nortel’s

networknetwork• Common goals throughout the Common goals throughout the

supply chainsupply chain• Improved supplier relationshipsImproved supplier relationships

Additional examplesAdditional examples• Alongside Nortel there are many other Alongside Nortel there are many other

companies utilizing TL 9000companies utilizing TL 9000• Other companies:Other companies:

• SBC, Verizon, BellSouth and Bell CanadaSBC, Verizon, BellSouth and Bell Canada• These companies have utilized TL 9000 and These companies have utilized TL 9000 and

they have been able to create a demand for they have been able to create a demand for TL 9000 compliant suppliersTL 9000 compliant suppliers

• For SBC the implementation of TL 9000 has For SBC the implementation of TL 9000 has resulted in $1.3 billion savingsresulted in $1.3 billion savings


Additional examples (cont.)Additional examples (cont.)• Since 1999 more than 420 TL 9000 Since 1999 more than 420 TL 9000

certifications have been issuedcertifications have been issued• Cost of poor quality in the industry is Cost of poor quality in the industry is

approaching $40 billion in 2003 approaching $40 billion in 2003 • These costs were $15 billon in 1999These costs were $15 billon in 1999• More companies are getting interested More companies are getting interested

and SBC is an example of what can be and SBC is an example of what can be achievedachieved


An ExerciseAn Exercise• Consider the previous examplesConsider the previous examples• Take some time and write down three Take some time and write down three

benefits of TL 9000benefits of TL 9000• Take these three points and identify the Take these three points and identify the

problem areas which relate to your problem areas which relate to your choiceschoices

• Now we will create teams of four and Now we will create teams of four and discuss you should present your points discuss you should present your points to your team members to your team members (take 15 minutes for this discussion)(take 15 minutes for this discussion)

An Exercise (cont.)An Exercise (cont.)• When the discussion is completed you When the discussion is completed you

should take some more time and should take some more time and combine these different points and combine these different points and problem areasproblem areas

• Take some time and rank these by Take some time and rank these by importance importance

• You should be able to come up with a You should be able to come up with a list that will outline some of the list that will outline some of the problems and it should give you an idea problems and it should give you an idea where improvements can be madewhere improvements can be made

An Exercise (cont.)An Exercise (cont.)• This exercise should result in higher This exercise should result in higher

awareness and a more critical view of ones awareness and a more critical view of ones organizationorganization

• This exercise will allow you to see how TL This exercise will allow you to see how TL 9000 can help improve your company. This 9000 can help improve your company. This exercise can be used not only today but it exercise can be used not only today but it should be used to provide continuous should be used to provide continuous awareness of your companies performance awareness of your companies performance prior to TL 9000 and when implementation prior to TL 9000 and when implementation and registration are completeand registration are complete

SummarySummary• TL 9000 is a new standard created to TL 9000 is a new standard created to

improve quality throughout the improve quality throughout the telecommunications industrytelecommunications industry

• TL 9000 provides a standard comparable TL 9000 provides a standard comparable to ISO 9000 to ISO 9000

• Since its implementation TL 9000 has Since its implementation TL 9000 has shown to be effective and there are shown to be effective and there are many examples of its successmany examples of its success

• Support amongst the Support amongst the telecommunications companies is telecommunications companies is increasing increasing

Summary (cont.)Summary (cont.)• Benefits for the business and its Benefits for the business and its

customers customers • Provides network quality and Provides network quality and

reliabilityreliability• TL 9000 provides a structure which TL 9000 provides a structure which

allows flexibility allows flexibility • TL 9000 is here to stayTL 9000 is here to stay

BibliographyBibliography““Improving the Bottom Line in Telecom: An Industry Update of TL 9000.” Improving the Bottom Line in Telecom: An Industry Update of TL 9000.”

Internet. Internet. http://pulse.tiaonline.org/print.cfm?id=982http://pulse.tiaonline.org/print.cfm?id=982. 25 September . 25 September 2004.2004.

““Implementing TL 9000” Internet.” Implementing TL 9000” Internet.” http://www.bsiamericas.com/Telecommunications/ImplementingTL9000http://www.bsiamericas.com/Telecommunications/ImplementingTL9000. 22 September 2004.. 22 September 2004.

““QuEST Forum Overview.” QuEST Forum Overview.” http://questforum.asq.org/public/overview.shtml. 26 September 2004.http://questforum.asq.org/public/overview.shtml. 26 September 2004.

““TL 9000 Registration.” TL 9000 Registration.” http://www.bsiamericas.com/Telecommunications/TL9000registrationhttp://www.bsiamericas.com/Telecommunications/TL9000registration. . 22 September 2004.22 September 2004.

““TL9000 Quality Management System Requirements and Measurements.” TL9000 Quality Management System Requirements and Measurements.” http://www.questforum.org. 28 September 2004http://www.questforum.org. 28 September 2004

““What is TL 9000?” What is TL 9000?” http://www.bsiamericas.com/Telecommunications/WhatisTL9000. http://www.bsiamericas.com/Telecommunications/WhatisTL9000. 25 25 September 2004.September 2004.

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Presentation by Edin Musanovic