Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

TL 9000 Today & Benefit of PDR

478 views

Published on

TL 9000 Today & Benefit of PDR presented by Ken Koffman - JDSU. QuEST Forum developed the TL 9000 Quality Management System to meet the supply chain quality requirements of the worldwide telecommunications industry and is the telecom industry’s unique extension to ISO 9001:2015.

Published in: Technology
  • Be the first to comment

  • Be the first to like this

TL 9000 Today & Benefit of PDR

  1. 1. 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
  2. 2. 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
  3. 3. Copyright 2009 QuEST Forum. All Rights ReservedCopyright 2009 QuEST Forum. All Rights Reserved. 3 TL 9000 Growth
  4. 4. Copyright 2009 QuEST Forum. All Rights ReservedCopyright 2009 QuEST Forum. All Rights Reserved. 4 TL 9000 Registrations by Region
  5. 5. 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
  6. 6. 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 Copyright 2009 QuEST Forum. All Rights ReservedCopyright 2009 QuEST Forum. All Rights Reserved. 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
  7. 7. 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?
  8. 8. 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
  9. 9. 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
  10. 10. 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
  11. 11. TL 9000 Industry Reports Copyright 2009 QuEST Forum. All Rights ReservedCopyright 2009 QuEST Forum. All Rights Reserved. 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
  12. 12. Wireless Study Copyright 2009 QuEST Forum. All Rights Reserved Copyright 2009 QuEST Forum. All Rights Reserved. 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)
  13. 13. 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
  14. 14. 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
  15. 15. 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
  16. 16. 1.2.2 Example Continued – Investigation Letters Resulted in ERI Rates Returning to Typical Levels Copyright 2009 QuEST Forum. All Rights ReservedCopyright 2009 QuEST Forum. All Rights Reserved. 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
  17. 17. 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.
  18. 18. 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 –
  19. 19. Useful PDR Whitepapers • PDR Usage • PDR Measurements Outputs and Calculations • Product Category Selection • TL 9000 Data Submission Methods Copyright 2009 QuEST Forum. All Rights ReservedCopyright 2009 QuEST Forum. All Rights Reserved. 20
  20. 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?
  21. 21. 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!
  22. 22. Contact Information: Ken Koffman JDSU +1 (240) 404-1249 ken.koffman@jdsu.com
  23. 23. Copyright 2009 QuEST Forum. All Rights Reserved. 1 24 Backup Slides
  24. 24. 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
  25. 25. “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
  26. 26. TL 9000 Industry Report #10 Network Field Maintenance Study Copyright 2009 QuEST Forum. All Rights Reserved Copyright 2009 QuEST Forum. All Rights Reserved. 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)
  27. 27. 28 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)
  28. 28. 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)
  29. 29. 2014 TL PDR Investigations Conducted 30 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!

×