TL 9000 Today & Benefit of PDR

Copyright 2009 QuEST Forum. All Rights Reserved.
1
1
TL 9000 Today & PDR Benefits
APAC Best Practices Conference
Tokyo, Japan
14 April, 2015
Ken Koffman
Global Business Quality Officer & VP Business Excellence - JDSU
QuEST Forum Executive Board Director, IGQ & OSWG Liaison

TL 9000’s
Benefits &
Impact
Improves Product Quality &
Customer Satisfaction,
Provides a common
language
Drives Consistent
processes and
measures
Improved efficiency
and alignment
Reduce Cost &
Waste
A quality mindset of continual
improvement in a complex network
of suppliers and supply chains
Standard
requirements built
upon ISO 9001 and
it’s 8 quality
principles. Adds
standard metrics
for benchmarking,
facilitating
partnerships
Customers
Internal
Suppliers
Partnerships
Quality
Management
System
Over 750 companies are TL 9000 certified at nearly 2000 locations globally
2

Copyright 2009 QuEST Forum. All Rights ReservedCopyright
2009 QuEST Forum. All Rights Reserved.
3
TL 9000 Growth

4
TL 9000 Registrations by Region

5
TL 9000 Handbooks
• Requirements Handbook R5.5: ISO 9001:2008 plus 92
additional requirements that address
– Planning
– Communication: internal and throughout the
supply chain
– Data collection, analysis and use for improvement
• Measurements Handbook R5.0: Defines comparable
performance measurements for the Quality
Management System implementation, differentiating
organizations based on:
– Problem Report handling
– On-Time Delivery
– System Performance (Outages)
– Quality of Hardware, Software, and Services

ISO 9001:2008 ISO 9001:2015 Content
Section Content
Section 1 Introduction
Section 2 Structure
Section 3 TL 9000
Administration
Section 4 Quality Management
System
Section 5 Management
Responsibility
Section 6 Resource
Management
Section 7 Product Realization
Section 8 Measurement,
Analysis and
Improvement
ISO 9001:2008
6
ISO 9001:2015
Section Content
Section 1 Scope
Section 2 Normative
References
Section 3 Terms and Definitions
Section 4 Context of the
Organization
Section 5 Leadership
Section 6 Planning for the
Quality Management
System
Section 7 Support
Section 8 Operation
Section 9 Performance
Evaluation
Section 10 Improvement

8
TL 9000 Measurements
• Is TL 9000 Measurement Reporting
Having an Impact?
• Measurement Consistency &
Performance Improvement
• QuEST Forum Industry Reports Tell The
Story
• What about Non-TL Companies?

COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ALCATEL-LUCENT — CONFIDENTIAL — SOLELY FOR AUTHORIZED PERSONS HAVING A NEED TO KNOW — PROPRIETARY — USE PURSUANT TO COMPANY
INSTRUCTION
9
Metric
Attribute
Without TL 9000 With TL 9000
Priority &
Importance
More Internally Focused, Less
Uniform Customer Inputs
Determined Through
Operator/Supplier Collaboration
Metrics Quantity Too Many “Similar” “Vital Few”
Metrics Definition Too Many “Similar” Well documented rules
Data Credibility Uncertain – Unknown Rules &
Validation
More confident - Validation, 3rd
party audits, errors checks
Benchmarking
Ability
Expensive, inefficient,
Snapshot in time
Much Less Expensive, monthly
Forum industry avg., WIC & BIC
Technology
Variants
Not Well Defined Calculations based on ~140 TL
9000 product categories
Infrastructure
Cost
High – to address too many
“similar” measures from
different standards, customers
Lower – as industry continues to
move to TL 9000 measures
Drives
Improvement
Difficult due to above Very Likely – and accelerated by
joint cust/supplier QIPs
TL 9000 Helps Drive Metric Consistency, Improvement
While Reducing Infrastructure Costs

10
Has TL 9000 Improved Industry Quality?
With TL 9000 in its 2nd decade, are
TL 9000 certified companies
demonstrating:
 Improved Quality?
 Improved Performance?
To answer these questions QuEST Forum Started the
Performance Data Report (PDR) Strategic Initiative to:
 Analyze 3rd Party Data
 Compile and Publish Industry Reports
Project is ongoing, to-date 10 reports have been published –
“Abridged” Highlights Follow
Details can be found at:
http://questforum.org/resources/industry_reports.html

Improve Member Satisfaction with Performance Data
And Performance Data Reports (PDRs).
EB SI #5 - PDR Improvement Project OverviewTasks
• Data Anomaly
Investigations
• Advisors/Error Checks
• Product Category
Verification Process
• Industry Reports
• Normalization Floors
• “How To” White Paper
Updates
• Continued Workshops
At BPC’s
• Regional Webinar
Delivery
• Agreement with EB #3
For Goal/Path Forward
•Identify Holes
•Identify Potential
Registrants
• Identify “Similar” PC’s
• PC Aggregation
Initiative #1
Improve PDR Accuracy,
Create Industry Reports
Initiative #2
Maximize PDR
Usage Value
Initiative #3
“Fill The Pipe”, i.e.
Expand PDR Scope
Survey
Feedback
Initiatives

TL 9000 Industry Reports
12
• Network Field Maintenance Study
• Wireless Infrastructure Product Family Trends
• Then and Now: On-Time Delivery Measurement Study
2009 vs. 2013
• Repair Service Trends Study
• Network Operator Quality Improvement Trends Study
• Quality Improvements in Simple and Complex Wireless
Devices Study
• Edge Router Product Category Trends Study
• Wireless Return Rate Study
• Problem Report Fix Response Time Study
• On-Time Delivery Measurement Study
All Ten Industry Reports can be found on the
QuEST Forum Web Site

Wireless Study
Copyright 2009 QuEST Forum. All Rights Reserved Copyright
13
Three Wireless Product Categories
• 3.3.2.1-Basic (2G) Base Transceiver Systems
• 3.3.2.2-Advanced (3G) Base Transceiver Systems
• 3.3.2.3-(4G) LTE Base Transceiver Systems
Measurements studied:
• YRR (One Year Return Rate)
• SPR2 (Major Software Problem Reports)
• FRT2 (Major Fix Response Time)
• OTI (On Time Item Delivery)

14
Wireless Study
4G SPR2 IA Improving; 2G and 3G have mature IA
0
0.0001
0.0002
0.0003
0.0004
0.0005
0.0006
0.0007
0.0008
0.0009
MajorSoftwareProblemReports
PerNetworkElementperYear
Month
SPR2 Industry Average Trends
Linear (3.3.2.1 (2G)) Linear (3.3.2.2 (3G)) Linear (3.3.2.3 (4G))
Major Software Problem Report Industry Average

15
Wireless Study
4G Approaching 2G and 3G Major Fix Response Time
GOOD
0
10
20
30
40
50
60
70
80
90
100
%FixResponseTime
Month
FRT2 Industry Average
3.3.2.1 (2G) 3.3.2.2 (3G) 3.3.2.3 (4G)
Major Software Fix Response Time Industry Average

Investigation Letter Trial Example (PC 1.2.2)
16
Dear TL 9000 Registration Administrator,
It has been brought to the attention of the QuEST Forum Sub-team charged with monitoring and improving the
TL 9000 data reports that there is a problem with the return rate reporting for Product Category 1.2.2 Access
Multi-Service. The specific issue is there is at least one organization reporting return rates that are extremely
high. This is evident in the Worst-In-Class values for all four of the return rates, but is most evident for ERI
where the value is running over 200% per year. This would mean that on average each new unit is returned
twice within six months of shipment. Since it is highly unlikely this could be true, we are asking all
organizations with TL 9000 Certification in this product category to verify the FR data that they are submitting
before your next data submittal.
Specifically, please verify the following:
1. Only returns received during the month being reported are being counted
2. Each return is included in one and only one basis population
3. The is no factor applied to the number of returns, the actual count is being reported
4. The denominator includes all units shipped that belong to the basis population
If you find there has been an error in your data reporting, you are required to correct and resubmit your data
for up to the last 24 months.
This letter is being sent to all organizations certified in Product Category 1.2.2 and to your Certification
Bodies. The Certification Bodies are asked to confirm that the organization has verified their TL 9000 return
rate data during their next audit. In the interim, the organization shall confirm to QuEST Forum that this
verification has been performed within 30 days of receipt of this e-mail. Failure to do so will result in the
suspension of your TL 9000 Certification until your confirmation has been received.
If you have any questions, please use the “Contact Us” function on the tl9000.org web site.
Thank you for your co-operation in this matter. Correcting this issue is essential in order to provide useful
comparable return rate data for the organizations in this product category.
QuEST Forum TL 9000 Administrator

1.2.2 Example Continued –
Investigation Letters Resulted in ERI
Rates Returning to Typical Levels
17
24 letters sent, plus reminders as needed.
A few acknowledged issues and resubmitted data.
0
20
40
60
80
100
120
5/2011 8/2011 11/2011 2/2012 5/2012 8/2012 11/2012
1.2.2 ERI
ERI Moved to typical
levels after
resubmissions

Asking Companies to Check Their Data When
Anomalies Occur, Can Improve Data Accuracy
18
0
10
20
30
40
50
60
70
80
90
100
4/2012
5/2012
6/2012
7/2012
8/2012
9/2012
10/2012
11/2012
12/2012
1/2013
2/2013
3/2013
4/2013
5/2013
6/2013
7/2013
8/2013
9/2013
10/2013
11/2013
12/2013
1/2014
2/2014
3/2014
Change in 7.6.1 OTI Worst in Class
NEW WorstInClass
OLD WorstInClass
While Anomalies can occur for valid reasons, if one seems completely
unreasonable, report it via “Contact Us” and the PDR Team will investigate.

19
Correct?
Category added
to profile
QF approval
noted in profile
Pop-up asks for
info
Info
Complete?
No
Yes
Verification
team notified
Info
Sufficient?
No
Yes
Request for
more info
No
Yes
Feedback to
organization
Info received
1) Description
2) Product name and/or model number
(hardware/software products –
Families 1-6 and 8)
3) Primary function (hardware/software
products – Families 1-6 and 8)
4) Competitors products name or
model numbers (hardware/software
products– Families 1-6 and 8)
5) Link(s) to material on web
6) Attach brochure(s)
A New Product
Category Approval
Process Has Been
Approved to Improve
Product Category
Selection Accuracy –

Useful PDR Whitepapers
• PDR Usage
• PDR Measurements Outputs and
Calculations
• Product Category Selection
• TL 9000 Data Submission
Methods
20

COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ALCATEL-LUCENT — CONFIDENTIAL — SOLELY FOR AUTHORIZED PERSONS HAVING A NEED TO KNOW — PROPRIETARY — USE PURSUANT TO COMPANY
INSTRUCTION
21
Answer:
How Would You Know?
 Non-TL companies generally don’t use TL measures
 Some “claim” to provide TL data but -
 Their data processes are not subject to 3rd party audit
 They do not submit data to the Forum
 Benchmarking them is difficult and expensive
Have NON – TL 9000 Certified Companies Improved?

22
Benchmarking with TL 9000 Data
If You Are Not using QuEST Forum
TL 9000 Benchmark Data …..
are you driving at night without headlights?
With demonstrated real time industry
improvements of 30%, 75% even 130%
for some measurements –
Do you know if you’re making the right
improvement investments, or are your
competitors passing you by?
Make sure you are headed
In the right direction!

Contact Information:
Ken Koffman
JDSU
+1 (240) 404-1249
ken.koffman@jdsu.com

ISO 9001:2015
Status Update
25
CD available
2013
DIS available
05/2014
FDIS expected
AFTER 07/2015
ISO 9001:2015 to
be published
09/2015
3-Year Transition
Proposed
ISOStandardsDevelopmentProcess
IAF Informative Document - Transition Planning
Guidance for ISO 9001:2015
Published
TC 176 SC 2/WG 23 Communication &
Product Support – Ashok Dandekar
(QuEST Forum Representative)
International ballot on the DIS closed on Oct. 10, 2014 –
Results were APPROVE DIS by 90%
ISO/NP TS 9002 “Guidelines for the
application of ISO 9001” may be
published in 2015

“Key” Detailed Changes:
• New version of Figure 1; ISO 9001 still follows PDCA
• “documented information” remains
• “procedures” and “records” are not mentioned instead “maintain
documented information” and “retain documented information”
• A quality manual and a management representative are no longer
required
• “products and services” replaces products
• ISO 9000 will be updated to address changes in terms & definitions
• “applicability” replaces “exclusions”
• risks are to be determined and addressed, but there is no
requirement for formal risk management or risk approach
• New/different requirements from ISO 9001:2008 include
organizational context and knowledge management
• Annex A to provide general guidance on implementation and
other Annexes will be included such as a summarized analysis of
key enhancements between ISO 9001:2008 and ISO 9001:2015
26
ISO 9001:2015 Key Changes

TL 9000 Industry Report #10
Network Field Maintenance Study
Copyright 2009 QuEST Forum. All Rights Reserved Copyright
27
7.3.1 Product Category
Measurements studied:
• NPR4 (Problem Reports)
• FRT4 (Fix Response Time)
• OFR4 (Overdue Fix Response Time)
• OTI (On Time Service)
• SQ (Service Quality)
• SSO (Support Service Caused Outages)

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On Time Service Industry Average
Approaching 100% in 2014
50
55
60
65
70
75
80
85
90
95
100
%OnTimeService
Month
7.3.1 On Time Service Industry Average
7.3.1-IA
Linear (7.3.1-IA)

29
Service Quality Industry Average
Improving to less than 0.5%
0
0.5
1
1.5
2
2.5
%DefectiveServiceTransactions
Month
7.3.1 Service Quality Industry Average
7.3.1-IA
Linear (7.3.1-IA)

2014 TL PDR Investigations Conducted
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Product
Category Name Issue # of Certs. # Responded Suspended
Dropped
Cert
Still
Suspended
Reported
Corrected
Data
3.2.5
Fiber to the
User FR - WIC 18 17 0 1 0 1
7.6.1
Procurement
Services OTI - WIC 16 15 0 1 0 1
3.1.1.1.1
Metallic
Conductor
Cable NPRs 19 17 4 0 2 4
3.1.1.2.1
Fiber Optic
Cable NPRs 28 26 6 0 2 7
Tracking of Investigation Responses is Currently Done Manually.
The Team Is Considering Mechanized Methods Going Forward.
No Response Has
Resulted in
Suspensions!

TL 9000 Today & Benefit of PDR

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