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tl 9000 usage
TL 9000 Measurement results reported by customer and country
During the EMEA Rome Workshop at the end of April 2007, EMEA Service Providers agreed on the need for metrics differentiated by customer and country.
Currently, specific metrics by customer are required as noted in 3.1 b) of the Measurements Handbook, but there is little guidance on what as appropriate, in customer-organization exchanges actually means.
They have to be defined per mutual agreement, 3.2 e), and take time and energy to be negotiated.
For Service Providers, metrics broken down by suppliers & country are real operational information for performance measurement.
A reporting granularity sub-team, with representation of both suppliers and operators, had been set up and is working under the proposition not to change anything to MRS submission data but to change the 3.2/e article of Measurement handbook.
Solution
The proposed solution is to modify the Measurements Handbook requirement 3.2 e) to require reporting customer specific TL 9000 measurement data by country to customers upon request. To facilitate this data exchange templates are being developed to report, respectively, the data for product categories 1 through 6 and for product category 7.
During the EMEA Dusseldorf workshop at the end of June 2007, EMEA attendees were unanimous to adopt this proposal: use this new approach as an EMEA best practice, use it in the field ASAP and propose in parallel to the IGQ Work Group to study the change of the 3.2/e article in the measurement handbook, as following:
"For benchmarking, specific customer data shall continue to be collated in overall organisation metrics, submitted to MRS. But to use TL 9000 in an operational way, an individual customer may request organizations that directly supply products to provide TL 9000 measurements specific to that customer.
In this case, the organization shall be able to separate out all applicable metrics in the TL9000 scope, for the customer / country, on request. The organisation shall send to the customer , in a secure manner, the TL 9000 metrics using the agreed template, with the right periodicity. The template may be in either comma delimited (csv) or XML format.
If the organization sends an update to the MRS, it shall send the correspondent update to the involved customer. The organization shall also run the same process on any product category (end user services, system or network), to be mutually defined with the customer. In both cases, the TL 9000 Administrator is not involved in any way."
Documentation
The documentation is limited to the Microsoft Excel Workbook. To download the KPI reporting templates click on the link below:
Metrics reported by customer and country (zip file)
The archive File now contains one consolidated template covering the product and service related Measurements.
EMEA Service Provider TL 9000 Statements of Intent
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Service Provider
Belgacom
"In its pursuit for high quality and continual performance improvement in its network infrastructure and operations, Belgacom is strongly supporting the adoption of the TL 9000 Quality Management System by its main telecom suppliers.
Measuring and reporting performance measurements, according to the standardised TL 9000 definitions, is a necessary step in order to improve.
The gaps between measured values and the targets set, will permit to identify the areas of improvement.
A close collaboration between Belgacom and its suppliers is therefore very important in this process."
Marc Vandenberghe
Supplier Quality Manager
Sept 2007
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"BOUYGUES TELECOM in the permanent search for the best performances to satisfy its customers, wants to generalize the implementation of the TL9000 Standard for Quality Management in its relationship with its main suppliers.
In particular, BOUYGUES TELECOM believes that the use of TL9000 standardized Quality indicators is an efficient way to mutually define and control the achievement of significant Quality objectives within the framework of the supplier?s contract."
Bruno Ruby
Supplier Quality Assurance
Sept 2007
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BT
"BT in 2005 selected TL 9000 as the platform for its measures on its newly evolving 21st Century network, having TL 9000 included in our contracts gave BT the confidence that all of our chosen partners subscribed to the QuEST forum, who's strapline "Performance Excellence through global Telecommunications Quality" says it all"
Andy Miller
Strategic Performance Manager
Sept 2007
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France Télécom
"France Telecom has been a member of the QuEST Forum since 2004 and believes that TL 9000 requirements should drive the highest Quality level of our TL certified suppliers and suppliers sub-contractors.
Furthermore, France Telecom really want to use TL 9000 metrics in an operational way to complete the internal QREDIC monitoring of suppliers' performance, based on France Telecom buyers' and specifiers' data.
France Telecom therefore expects his TL 9000 certified suppliers to provide TL 9000 metrics specific to France Telecom and split by country."
Cyrille Granier
Sourcing and Performance Improvement Fixed and Mobile Network Department Manager
July 2007
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KPN
? Customers can trust KPN to deliver high quality and reliable services, tailored to realize their personal and business goals. A precondition for high quality and reliable services is an excellent performing supply chain with a high in-service-performance of systems, networks and services.
Therefore KPN makes use of a vendor rating approach based on TL 9000. With its strategic suppliers KPN has agreed on a set of key performance indicators based on TL 9000 including a reporting system.
Furthermore KPN wants to invest in the relation with its strategic suppliers by carrying out perception surveys measuring the mutual relationship satisfaction in both organizations. With these instruments KPN and its strategic suppliers work in close cooperation to improve the performance of KPN?s customers facing processes.?
Willem van Oppen
Chief Procurement Officer
Sept 2007
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Telecom Italia
The continuous improvement of the quality of supplies is one of the main objectives of the Telecom Italia Purchasing department which has recently been ISO 9001 certified. As a member of QuEST Forum since 2006, Telecom Italia supports the use of TL 9000 metrics and believes that the overall performance data published by QuEST Forum has the potential to improve and speed up the Telecom Italia incoming quality and vendor rating monitoring on some of the most critical product/service categories.
Antonio Di Benedetto
Purchasing / Suppliers Control and Purchasing Assessment Vice President
Nov 2007
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Vodafone
"Vodafone, the world?s leading mobile telecommunication company, has successfully introduced a globally standardised Supplier Performance Management process spanning cultural and geographic borders and covering 17 countries. TL 9000 is the quality cornerstone of Vodafone's Global Supplier Performance Management Programme. Vodafone's participation in the QuEST Forum and our use of
TL 9000 as a quality standard and tool kit has enabled Vodafone to derive real value from the Supplier Performance Programme."
Peter Stangl
Global Head of Supplier Performance Management - Global Supply Chain Management
Sept 2007
