Integrated Global Quality (IGQ) Work Group

The charter of the IGQ Work Group is to harmonize global industry quality system requirements and measurements. It ensures that the TL 9000 Handbooks are steadily evolving and keeping pace with changes in the industry for products, solutions, technology, services, and supply chain.

Quality Benchmarking

QuEST Forum’s Performance Benchmarking is a practical approach to share, compare, correct and transform internal functions and processes of participating member organizations in virtually any operational area.

The program provides an open, trusted and committed environment to help participants meet and exceed industry performance standards through a collaborative process. To learn more about the Benchmarking Program, see the benchmarking pages.

2012 IGQ Initiatives and Projects

Complete TL 9000 Measurements Handbook R5.0.
Send out for comment review and resolve comments including new measures from Next Generation, Network Reliability Center, EMEA and other teams.
Conduct lessons learned review and develop strategies for future Handbook releases.
Complete Product Category Table 5.0.
Continue to liaison with ISO TC 176 who is responsible for ISO 9001.
Establish a plan for developing and publishing TL 9000 Requirements Handbook 6.0. Consider an interim release to address recommended changes from Strategic Initiatives.
Investigate benchmarking of key customer satisfaction survey questions such as Overall Satisfaction and Likelihood to Recommend.
Investigate potential sustainability measurements.
Investigate comparison of TL 9000 with ISO/IEC 20000 (IT Service Management).
Support Marketing Outreach, PDR Improvement, Next Generation Networks and Network & Service Reliability Strategic Initiatives.
Continue to work with the GBE Work Group to develop stronger EMEA and APAC Regional engagement.
Continue with NSPRC benchmarking opportunities.
Finalize the Design for X Operations Model.
Next Generation Networks and Network and Service Reliability teams will work with the EMEA Region on future measurement opportunities.
Continue to enhance Measurements Handbook Release 5.0 examples.
Continue to enhance In-Process measurements. The In-process Measurements sub team will also continue to be the managing body for the Supplemental Measurements Library

Click here to participate in the IGQ work group and its working committees.

2012 IGQ Leadership

	Co-Chair Mike Gaines AT&T
	Co-Chair John Wronka Alcatel-Lucent
	Co-Secretary Nancy Bell-Patterson Alcatel-Lucent
	Co-Secretary Karen Rawson The DESARA Group