Adoption & Reinforcement - Applying TL 9000 in R&D Businesses presented by Yanbin Sun - NOKIA. Yanbin Sun describes how a structured change management program, SME’s contribution and internal audits can help R&D businesses.

1. 1 © Nokia Solutions and Networks 2014
Adoption & Reinforcement - Applying TL 9000
in R&D Businesses
Public
QuEST Forum 2015 APAC Best Practice Conference
Author/Presenter: Yanbin Sun
14-04-2015

2. 2 © Nokia Solutions and Networks 2014
Key facts about Nokia Networks
Public
11.254,600no.1 no. 3
120
Ranking, macro
base station
vendor
competitive
assessment
Global market
share in mobile
radio
Employees
globally
Our net sales
in 2014
bn
€
100+
Telecoms
experience
in years
Countries
we operate in
162
Total public LTE
references
no.2
Global market
share in telecom
services

3. 3 © Nokia Solutions and Networks 2014
Background
Customer Demands
Business Advantage
Public

4. 4 © Nokia Solutions and Networks 2014
Voices from R&D Organizations
Quality Managers:
I believe TL 9000 will
optimize our QMS. How
can we handle the
significant changes and
ensure business benefits
from this?
R&D Engineers:
More requirements? More
processes? More documentation?
I love Agile and don’t want to go
back to old development model!
Business
Managers:
I heard TL 9000 is
more rigorous. Will
our customers and
business really
benefit from this?
Project Managers:
Schedule! Resources!
Deliverables!
Public

5. 5 © Nokia Solutions and Networks 2014
Challenges
•92 adders
•24 for design &
development. Most of
others are applicable.
•Measurements - New!
• Business Management
o Customer benefits
o Business benefits
• Program/Resource
management
o Change impacts
o Resource allocation
o Schedule impacts
• Research, design and
development
o Compatibility &flexibility,
e.g. Agile methodology
o Practical processes
Concerns Inside
TL 9000
Public

6. 6 © Nokia Solutions and Networks 2014
Stakeholders Activities Management
TL 9000 Deployment Model
Structured Deployment Program
•Customers
•Management
•Product lines
•Function areas
•Quality
•Gap assessment
& audits
•Trainings
•Improvements
•Phases
•Milestones
•Actions
•Review & tracking
Public

7. 7 © Nokia Solutions and Networks 2014
Utilize Experts in Different Areas
QMS Expert Subject Matter
Expert (SME)
• Familiar with QMS
requirements
• Capability for
compliance
verification
• Know processes
• Know technical
needs
• Influences
Consultation,
Assessment/ Audits
Evaluation, Optimization
& Implementation
Compliance with the QMS, Improvement of Work processes
Public

8. 8 © Nokia Solutions and Networks 2014
Deployment - Adoption
QMS
Experts
SMEs
QMS Support/Audit Processes Guidance
R&D Engineers
Process Implementation
Project reviews
Project management
Business
Reviews
Quality Reviews
Project
ManagersBusiness
Managers
Business
objectives
Business
performance
Requirements
Resources
Schedule
Products
Deliverables
TL 9000 Deployment
Program
Public

9. 9 © Nokia Solutions and Networks 2014
Changes- Reinforcement
Quality Managers:
Observed
• Attitude change
• Behavior change
Business Managers:
• More actively involved
• Business performance
is visible
• More data and facts
support decision
making
Project managers:
• No overwhelming
impacts
• Enhancements in risk
and project
management
Subject Matter Experts:
• New insights to processes
• Selecting solutions
• More improvements
beyond the QMS
requirements
R&D Engineers:
• Practical/efficient
processes. Life is easier
• Motivated to improve
Public

10. 10 © Nokia Solutions and Networks 2014
Outcomes – Customer & Business Benefits
Successfully
extended scope
of TL 9000
certification
Contribute to
product quality
improvements
67% decrease of new
customer defect reports,
43% decrease of open
customer defects
70% decrease of outages Positive
feedbacks from
customers
2012 2014
Public

11. 11 © Nokia Solutions and Networks 2014
• A structured change management program
and SME’s contribution
• Internal audits can
- Determining compliance
- Evaluate processes robustness
- Identify improvement initiatives
Lessons Learned
Public

12. 12 © Nokia Solutions and Networks 2014
Contact Information
Yanbin Sun
Quality Manager
Nokia Networks
yanbin.sun@nokia.com
http://networks.nokia.com/
Public