The document discusses a proposal for service providers to obtain TL 9000 registration. It proposes moving the focus from supplier registration to service provider registration in order to directly encourage strong customer relationships and ensure customers perceive quality system benefits. The new proposal has the service provider and customer exchange feedback and results, while the supplier interaction is maintained. The program was recently launched at a large American service provider in Argentina.

1. IRAM / QuEST Forum
Cooperation
Ernesto Matozza
IRAM
Commitee – TL 9000
Berlin; 7/12/01 Measurements WG

2. SERVICE PROVIDERS
TL 9000 REGISTRATION
CUSTOMER CARE
&
NETWORK OPERATION
Berlin; 7/12/01 Measurements WG

3. Why a TL 9000 Registration
for a Service Provider?
Because making a difference in the
service offer and its quality constitutes
the way to capture and maintain the
customer, keeping adequate business
margins.
Berlin; 7/12/01 Measurements WG

4. The scope
Customer Care
•
• Because it stands for the company´s “visible
face”:
• Information
• Questions
• Claims
Network Operation
•
• Because the customers´ quality perception is
directly related to the efficacy and efficiency
of the Network and to the different support
levels.
Berlin; 7/12/01 Measurements WG

5. Actual Registration Scheme
TL 9000
Feedback
Service
Supplier Customer
Provider
Bench-
marking
Results
Metrics
Repository
Berlin; 7/12/01 Measurements WG

6. Actual Registration Scheme
The actual scheme is based on:
Suppliers’ Registration.
•
Suppliers & Service Providers´ interaction.
•
The Final Customer or Service User perceives
•
the Quality System benefits indirectly, away
from their needs.
Berlin; 7/12/01 Measurements WG

7. Eureka!!!!!!!
Berlin; 7/12/01 Measurements WG

8. The New Proposal
TL 9000
Feedback
Feedback
Service Customer
Supplier Provider
Results Results
Bench-
marking
Metrics
Repository
Berlin; 7/12/01 Measurements WG

9. The New Proposal
Our proposal moves the scene from the
Supplier to the Service Provider.
Encourages strong Customer relationship who
•
perceives directly the quality system benefits.
The Suppliers´ interaction is maintained.
•
Berlin; 7/12/01 Measurements WG

10. TL9000 Benefits Accomplishment
• Improves service to customers
Enhances customer – Service Provider relationships
•
Obtains comparable data based on well defined
•
measurements
Assures customers that a best practices
•
system is in place.
Berlin; 7/12/01 Measurements WG

11. Application
This program has been recently
launched at an American Global
Service Provider in Argentina
Berlin; 7/12/01 Measurements WG

12. THANK YOU
ematozza@gmail.com
Berlin; 7/12/01 Measurements WG