tl 9000 usage


TL 9000 Breakdown Measurements by Customer – TL 9000 Toolkit

1.     Introduction

Taking into account the complex telecoms landscape in EMEA region (large number of countries and operators), EMEA Service Providers expressed the need for metrics reporting differentiated by Affiliate 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 sub-team, with representation of both suppliers and operators, had been set up with

a.    the objectives:

  • to create a standard TL 9000 data reporting Toolkit for data sharing between Suppliers and Service Providers ;
  • to provide QuEST Forum members with a guideline framework that can be customized towards a protocol in individual Service Provider – Supplier relationships.

b.    the propositions:

  • no change to MRS data submission and process by TL 9000 certified companies ;
  • by extension, the standard TL 9000 data reporting template can be used as well in Supplier – 2nd / 3rd Tier Supplier relationships.

2.     Realization so far

  • TL 9000 data reporting template, already in use by some Suppliers and Service Providers
  • usage guideline
  • tool to generate automatically Trend reports


     constituting the EMEA TL 9000 TOOLKIT

3.     Benefits

  • Standardized tool, applicable by all members throughout the whole supply chain and for any Product Category
  • Highlight the added value of TL 9000 metrics with operational figures, easily understandable by all teams without high TL 9000 background
  • Consistency in reporting by supplier for various customers, preventing errors. Duplication of different reporting types can be avoided

 

Marc VANDENBERGHE –  Belgacom
Jean–Marie VITAL –  Alcatel–Lucent

4.     EMEA Best Practice : TL 9000 TOOLKIT

This TL 9000 Toolkit has as objectives :

  • to ensure a same methodology to use and to report data in the same standardized template for various Service Providers, Suppliers, and Product Categories ;
  • to make TL 9000 usable for an operational organization by avoiding duplication of reporting with a different terminology ;
  • to support alignment of contractual requirements between Service Providers and Suppliers.

The guidance and template, proposed in this toolkit, highlight :

  • how to use contractual Service Level Agreement (SLA) requirements to implement TL 9000 reporting in the Service Provider – Supplier relationships ;
  • the main key check points which need to be committed between Service Providers and Suppliers ;
  • the main key figures to facilitate TL 9000 roll-out.
Jean–Marie VITAL –  Alcatel–Lucent





EMEA Service Provider TL 9000 Statements of Intent

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Service Provider

Belgacom

Bouygues Telecom

BT

France Telecom

KPN

Telecom Italia


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


"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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