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1 © Nokia Solutions and Networks 2014
Adoption & Reinforcement - Applying TL 9000
in R&D Businesses
Public
QuEST Forum 201...
2 © Nokia Solutions and Networks 2014
Key facts about Nokia Networks
Public
11.254,600no.1 no. 3
120
Ranking, macro
base s...
3 © Nokia Solutions and Networks 2014
Background
Customer Demands
Business Advantage
Public
4 © Nokia Solutions and Networks 2014
Voices from R&D Organizations
Quality Managers:
I believe TL 9000 will
optimize our ...
5 © Nokia Solutions and Networks 2014
Challenges
•92 adders
•24 for design &
development. Most of
others are applicable.
•...
6 © Nokia Solutions and Networks 2014
Stakeholders Activities Management
TL 9000 Deployment Model
Structured Deployment Pr...
7 © Nokia Solutions and Networks 2014
Utilize Experts in Different Areas
QMS Expert Subject Matter
Expert (SME)
• Familiar...
8 © Nokia Solutions and Networks 2014
Deployment - Adoption
QMS
Experts
SMEs
QMS Support/Audit Processes Guidance
R&D Engi...
9 © Nokia Solutions and Networks 2014
Changes- Reinforcement
Quality Managers:
Observed
• Attitude change
• Behavior chang...
10 © Nokia Solutions and Networks 2014
Outcomes – Customer & Business Benefits
Successfully
extended scope
of TL 9000
cert...
11 © Nokia Solutions and Networks 2014
• A structured change management program
and SME’s contribution
• Internal audits c...
12 © Nokia Solutions and Networks 2014
Contact Information
Yanbin Sun
Quality Manager
Nokia Networks
yanbin.sun@nokia.com
...
Adoption & Reinforcement - Applying TL 9000 in R&D Businesses
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Adoption & Reinforcement - Applying TL 9000 in R&D Businesses

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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.

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Adoption & Reinforcement - Applying TL 9000 in R&D Businesses

  1. 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. 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. 3 © Nokia Solutions and Networks 2014 Background Customer Demands Business Advantage Public
  4. 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. 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. 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. 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. 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. 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. 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. 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. 12 © Nokia Solutions and Networks 2014 Contact Information Yanbin Sun Quality Manager Nokia Networks yanbin.sun@nokia.com http://networks.nokia.com/ Public

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