Reply to Rosie
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