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, download Topic Guide (PDF, 84KB) and Quality Benchmarking Flyer (PDF,434KB)

2010 IGQ Initiatives and Projects

Complete Measurements Handbook R4.5.
Establish Measurements Handbook 5.0 foundation to address “5.0” deferred suggestions.
Address recommendations for inclusion in the Measurements 5.0 draft from the subteams including the EMEA KPI Subteam, Software Customer Pain Measure, and Executive Board Projects #6 (Network Reliability) and #9 (Measuring Next Generation Networks).
Support Executive Board Project #5 (PDRs) through the publication of industry reports, updating the “How to Use PDRs” White Paper and workshop, delivery of workshops, deployment of “Product Category Selection Guidance”, and the identification of companies to recruit for TL 9000 certification.
Support Executive Board Project # 6 (Network Reliability) through the provision of subject matter expertise and support.
Support Executive Board Project #7 (Regional Engagement) by providing opportunities for the Regions and Hubs to make specific contributions to the IGQ Work Group.
Support Executive Board Project #8 (Collaboration via Technology & Process Improvement).
Support Executive Board Project # 9 (Measuring Next Generation Networks) by implementing recommendation.
The SOTS Subteam will focus on education and consultation for SOTS usage.
The IPM Subteam will focus on expanding in-process measurements definitions available in the measurement library and follow up on the 2009 IPM Survey.
The Counting Rules Subteam will continue to respond to and resolve questions on measurement counting rules as well as implementing a process for socializing clarifications.
The Benchmarking Subteam will continue to drive benchmarking studies as required, including linkage to Executive Board Project # 6 (Network Reliability) and the EMEA KPI initiative.
The Product Category Subteam will maintain and update the Measurements Handbook Product Category Table, roll-out version 4.2 and establish version 4.5 in conjunction with R4.5 Handbook release.
The Examples Subteam will provide additional measurements examples to both assist users in understanding the counting rules and promote data consistency.
Consider launching a Standards Comparison Subteam to compare TL 9000 R5.0 with ISO 20000 (ITIL), 9110 & 9120, AS9100 and CMMI.
Launch subteam to investigate “Net Promoter” for possible benchmarking purposes.

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

2010 IGQ Leadership

Chair John Wronka, Alcatel-Lucent	Vice Chair Betty Schlackman, AT&T
Secretary Rossanne Day, Motorola