Good Day Everyone, my name is Mark Kempf. I am the author of "The TL 9000 Guide for Auditors" published by the Quality Press in June 2001. I was responsible for TL 9000-based training for Nortel Networks' North America facilities in advance of the corporation's successful multi-site registration. I will be happy to answer any questions that members may have...just let me know via e-mail.

Thank you for allowing me to join the Forum...

Best to all,
mark

Welcome aboard! I hope you'll lend a hand if anyone has any questions here as well!

I haven't seen much TL traffic here but you never know - it may pick up.

Welcome aboard! I hope you'll lend a hand if anyone has any questions here as well!

I haven't seen much TL traffic here but you never know - it may pick up.

I probably didn't state my intentions very clearly in my original message Marc...sorry. What I should've said was that I'd be happpy to lend a hand if anyone on/in the forum has an questions. Just let me know how I can help.

Best,
mark

Mark,

Great to see that someone with your experience and background of quality management systems and specifically TL9000 is contributing to this forum. You provided our company with some great advice while pursuing our TL9000 registration. I'm sure there may be more occations where I may need to tap into your knowledge. Keep up the great work :)

Ok, I have one...

My company is currently ISO 9001, and may have to do TL9000 for a telecommunications customer of ours.

What are the major differences between the two standards?

HI Rosie,
Mark Kempf here, and I'm going to try and answer your question. TL 9000 includes every ISO section/clause verbatim. From ISO, TL then become telephony-specific, bringing 80 + Adders (thats the word approved by the QuEST Forum) to the mix. They (the adders) are shown within the standard itself, and are divided into three auditable categories, to include: Common (noted with the letter C), Hardware (noted with the letter H), Software (noted with the letter S), and Services (noted with the letter V). You decide, based on your company's product mix, which type of registration you intend to persue. Common adders apply to every registration type. From there you will become registered to TL 9000-H, TL 9000-S, and/or TL 9000-V. Hardware regsistered company examples include Lucent, Nortel, Motorola. Software registered companies are those that design/develop and deliver software solutions. Services registered firms provide products such as contract installation. I'm getting wordy here, but a lot of your questions will be answered when you buy a copy of the standard. They've done a nice job of documenting the requirements. I guess the biggest difference is that TL 9000 registration REQUIRES the submission of Measurement Data to the QuEST Forum Administrator. These measurements include, but are not limited to: on time delivery, number of problem reports, fix resonse time, and overdue fix response time. You can buy the standards at the publisher web site which is: www.qualitypress.org. They are also available at amazon.com.

Hope I've helped.

Very Best Regards,
mark kempf
total logical concpets, inc

PS - please excuse any spelling errors. I just finished a 9 hour audit day

Mark, thank you for the synopsis, especially after being on stage for 9 hours. That's exactly what I needed.
:thanx:

Ok, Mark, I've been poking around on the Quest Forum website today. Is Quest Forum the driver behind TL9000? Where did Quest Forum begin? There's lots of ASQ particpation, did it originate at ASQ?

Thanks,
Rosie

Mark, since you say you'll help out, could you take a shot at: http://Elsmar.com/Forums/showthread.php?t=7520

Mark,

Thanks for offering help.

I only found this Forum 1 day ago. I have been searching for something like this for one year!

I posted a topic earlier but to a different section of the Cove. Here is the link to it:
http://elsmar.com/Forums/showthread.php?t=8579

I am searching for benchmarking data. My organization cannot justify the cost of QuEST Forum membership.

Can you help?

Thanks.

Jaime E. Zepeda

What industry are you in Jaime? What data are you interested in seeing?

I'd be willing to so some sharing, but it may not be relevant depending on your market segment.

What industry are you in Jaime? What data are you interested in seeing?

I'd be willing to so some sharing, but it may not be relevant depending on your market segment.

We are in the wholesale distribution industry. We are an independent distributor to the telcos.

Mainly we need some data to compare:
- service delivery
- returns
- shipping errors
- customer complaints
- customer complaint resolution time.

Any help will be greatly appreciated.

Jaime

I am also looking for metric data, specifically FRU, FRT, OFR data as it applies to my company which deals with in building wireless solutions. We have customers wanting us to become TL9000 but the cost of being a member of the quest forum is high for a small company as ours. Any rough estimates would be very helpful since we are trying to get an idea of how we are doing now in order to develop targets.

Thanks

Doug

Doug,

We had our registration pre-assessment last week. I asked our external auditor about the benchmarking issue. He did not seem aware of the need to bechmark the TL 9000 measurements. However, he was certain of the need to set objectives for the TL measurements.

It is encouraging to see other Cove participants heading into TL 9000.

Let's keep each other aware of what we learn... please!

Jaime

I'm from a small company that needs to register with TL 9000.
Does anyone have some experience with 7.7.2 software services and particular with implementation of the measurements system?
Is there a free soft that helps to handle with the service orders and problem reports?

thnk you,
Bob

For those seeking TL 9000 MEtric Data to benchmark your measurements, please read the following post:
http://elsmar.com/Forums/showpost.php?p=89767&postcount=23

Jaime

So, Jaime,

How does one get in touch with UTD to get this generic data? Is there a web address or phone number?

So, Jaime,

How does one get in touch with UTD to get this generic data? Is there a web address or phone number?
RosieA

If you are a TL registered organization, the data is available to you from the RRS website.

The data available is product category specific. You can only have the data for your registered product category. You only get the averages though.

Since we are not TL registered yet I cannot get this data. However, there is a document at the RRS that explains how to get it. This is the document:
Retrieving TL9000 Trend Data (http://elsmar.com/Forums/attachment.php?attachmentid=2775&stc=1)

Jaime

Hi Mark,

thanks for the offer to help "TL9000 greenhorns" like me.

We have an interpretation issue between our US headquarter and our German customer in regard to NPR 1/2/3. I checked the internet and the QUEST Homepage, but doesn´t find any real practically help.

Could you help me with the following metric:
NPR = number of problem reports per NU per year
Product category is 5.1 Synchronization

Example:
NP1 = 3 (in one month)
Afactor = 12 (12 month)
S = per Appendix A, Table A-2
number of total units in field = 5000
number of units shipped the last 12 months = 100

NPR1 = 3 *12/5000
or
NPR1 = 3*12/100

thank you in advance

best regards



Good Day Everyone, my name is Mark Kempf. I am the author of "The TL 9000 Guide for Auditors" published by the Quality Press in June 2001. I was responsible for TL 9000-based training for Nortel Networks' North America facilities in advance of the corporation's successful multi-site registration. I will be happy to answer any questions that members may have...just let me know via e-mail.

Thank you for allowing me to join the Forum...

Best to all,
mark

Hi Marc:

I have a question for you. We're a service organization (contract staffing for the telecommunications industry) registered to TL 9000. We exclude clause 7.3 Design & Development as we don't have D&D activities. Does this mean that we can exlcude all subclauses within this section? For example, 7.3.1.C.1, Project Plan?

thanks.

Barbara

Hi Mark,

thanks for the offer to help "TL9000 greenhorns" like me.

We have an interpretation issue between our US headquarter and our German customer in regard to NPR 1/2/3. I checked the internet and the QUEST Homepage, but doesn´t find any real practically help.

Could you help me with the following metric:
NPR = number of problem reports per NU per year
Product category is 5.1 Synchronization

Example:
NP1 = 3 (in one month)
Afactor = 12 (12 month)
S = per Appendix A, Table A-2
number of total units in field = 5000
number of units shipped the last 12 months = 100

NPR1 = 3 *12/5000
or
NPR1 = 3*12/100

thank you in advance

best regards

Hi Marc:

I have a question for you. We're a service organization (contract staffing for the telecommunications industry) registered to TL 9000. We exclude clause 7.3 Design & Development as we don't have D&D activities. Does this mean that we can exlcude all subclauses within this section? For example, 7.3.1.C.1, Project Plan?

thanks.

Barbara

Hello Lorenz and Barbara!

I am not sure if I have seen Mark Kempf around in a while, but there are other really proficient experts here.

Can anyone give some assistance to these two queries?

would anyone like to share the template for measurements (4.0 version)?

Mark, I was wondering if you are still reading this forum. Currently I am involved in helping a company with TL9000, but I cannot find any information on the measurement part of TL, other than the Measurements Handbook. Do you know of any current material? In particular how each company arrives at their measurements.
Thanks

Rea:

I received a lot of help through Quest Forum, http://www.questforum.org/index.htm. They helped me with interpreting the measurements specific to my company. Additionally, ask your registrar, as they auditors should be able to help as well. They did for me.

Barbara

Mark, I was wondering if you are still reading this forum. Currently I am involved in helping a company with TL9000, but I cannot find any information on the measurement part of TL, other than the Measurements Handbook. Do you know of any current material? In particular how each company arrives at their measurements.
ThanksA quick view of Mark's Profile (click on a person's name at the top of a post for a dialog box from which to select Profile) shows the last time he logged in was Last Activity: 8th May 2006 07:23 AM

It would appear Mark has left the building!

would anyone like to share the template for measurements (4.0 version)?

tristan,

Measurements for TL 9000 are dependent on product category. The common measurements for all product categories have not changed for release 4.0.

Our TL registration only requires the common measurements so there was no change for us when going to release 4.0. Your TL 9000 registrar can help you procure the appropriate measurements template for your product category.

Jaime

Mark,

Thank you for your offer to help others. I am tasked with creating internal audit questions/checklists for a small telcom manufacturer who is preparing to be registered to TL900 Release 4.0 for hardware and software (external auditor/registrar arrives April 1). I have spent the last couple of months updating the Quality Management System as detailed in the Quality Manual to reflect/comply with the 4.0 requirements and now need to do an internal audit to ensure that the company is doing what the Manual claims and to prepare for registration.

Could you share some of your expertise concerning the best approach in creating audit questions/checklists and conducting the audit? For instance, should each clause be individually audited (such as do an audit on 8.4, then 8.4.C.1, then 8.4.HS.1, then 8.4.V.1) or should they be audited together (such as auditing all clauses starting with 8.2 together)? Are there templates for this?

I am also wondering if the audit could/should be approached by focusing the audit on the company procedure that is referenced by a clause, since many procedures are referenced in multiple standards.

Any guidance you may provide is sincerely appreciated. Thank you.

Regards,

Sean

TL9000 Release 4.0 - Internal audit of quality management system in preparation for registration.

One of my colleagues found this on the web. It may help

Mark,

Thank you for your offer to help others. I am tasked with creating internal audit questions/checklists for a small telcom manufacturer who is preparing to be registered to TL900 Release 4.0 for hardware and software (external auditor/registrar arrives April 1). I have spent the last couple of months updating the Quality Management System as detailed in the Quality Manual to reflect/comply with the 4.0 requirements and now need to do an internal audit to ensure that the company is doing what the Manual claims and to prepare for registration.

...

Any guidance you may provide is sincerely appreciated. Thank you.

Regards,

Sean

Sean,

TL 9000 requires that you have submitted at least 90 days worth of measurements prior to your registration. If your registration audit is April 1, 2008 you will need to have already made one submission to QuEST (http://questforum.asq.org/) in order to comply. I believe QuEST requires quarterly submissions (even though you can submit your measurements at the end of each month) to be made by the 10th day of the month following the quarter. So, any submissions for the 4th quarter of 2007 should have already been made by Jan 10, 2008. If this still applies, your first "legal" measurements submission would be for Jan 2008. This means that you only would have been able to submit Jan., Feb. and Mar. of 2008 prior to April 1 (and you'd have to have submitted Mar. the morning of April 1).

Please consult with your registrar to determine if the measurement submissions still follow the guideline I've outlined above.

Also, QuEST requires a full round of internal audits (that means resolution of all CARs and full Management Review - which requires data analysis of your TL measurements) prior to your registration audit.

Jaime

Jaime,

Thank you for sharing your knowledge and expertise on TL9000. I will check with the Corporate Quality Assurance Manager to see whether measurement submissions have been made.

Any other advice or suggestions (websites, templates, checklists, etc.) you might have concerning the best approach in creating audit questions/checklists to ensure conformity with the standard would also be much appreciated.

Thanks again. Have a great weekend.

Sean

:thanx:

Jaime,
... Any other advice or suggestions (websites, templates, checklists, etc.) you might have concerning the best approach in creating audit questions/checklists to ensure conformity with the standard would also be much appreciated.

Thanks again. Have a great weekend.

Sean

:thanx:

Sean,

One thing I found very helpful when I first began to register my employer with TL 9000 was to use our gap analysis as the starting point for a checklist. We upgraded from ISO 9001:2000 to TL 9000 so we already had completed a gap analysis. Find out if there is a gap analysis avaible for your organization.

Once I got a handle on what we needed to focus based on the gap analysis I decided to create a checklist for each business unit (Sales, Top Managment, Operations, etc.). I used our process maps and the standard itself to draft the checklists. For example, if a TL requirement touched any part of Sales I created one or two questions for that requirement in my checklist. I applied the same practice regarding the process maps. I did end up with some of the same questions on multiple checklists (process overlap) but I felt that was OK.

There are multiple postings here on the board with examples of ISO checklists. Since TL builds on ISO you can start from there and add the TL requirements were appropriate. I do not recall any TL audit checklist examples on this forum. If you scroll all the way down to the bottom of this screen while you read this post you will find a section of "Similar Discussion Threads". Hopefully one of those is a thread with audit checklist examples.

Jaime