What information must be completed in the spreadsheet template for NSPRC presentations?

The template is a blank example for one product category and must be modified.

The column dates are examples from a hypothetical presentation in June 2010, so those dates must be updated before use. For example, the dates for the November 2010 presentation would be 3Q2010, 2Q2010, 1Q2010, 4Q2009.

The measurements are specific to a product category, so the template has to be modified to include those measurements that are required for a given product category. See the worksheet NSPRC Measurements & Objectives for a list of the measurements required for each product category.

NSPRC Objective:
Insert the latest NSPRC objective, previous NSPRC objective, Worst-in-Class and Best-in-Class for each measurement. See the worksheet NSPRC Measurements & Objectives for a list of Objectives for each measurement in your product category.

Result Cells:
Insert your performance for the period in the cell,
e.g. Cell for 1Q2010/NPR2 – Major NPR (PR/S/Y)

Notes Section:
List what releases you are reporting on. Stated another way, in the measurements above, when this report refers to Release N, this is what we mean. e.g. Release N = nn.nn, Release N-1 = nn.nn, Release N-2 = nn.nn

What is to be completed in the quarter fields?

Is the number the three month total?

  • Is the number the latest three months total?
  • Is the number the average of the last three months?
  • Is it the rolling number for three months of data? (i.e Jan, Feb, Mar, then Feb, Mar, Apr, then Apr)?

First, the dates in the example are just that – examples, and were taken from an old report. So set the dates to cover the 12 months prior to the NSPRC presentation. Next, the numbers are the results as of the end of that quarter, but the quarter’s results usually reflect a longer period of time because of the smoothing algorithms, i.e. rolling average for a period of time, usually 6 or 12 months.

The NSPRC smoothing algorithms are exactly the same as the standard TL 9000 smoothing algorithms.

What exactly is expected to be provided in the result cells of the spreadsheet.

TL 9000 data is reported quarterly in monthly buckets. However your spreadsheet is in three month intervals. So is the data to cover three months, six months, or twelve months?

A data point is computed for a particular quarter, with a smoothing algorithm applied as described above. This means that a data point that has a 6 month smoothing period, is the performance as of the end of the quarter, for the last six months. So the answer is that it depends on the smoothing period.

What is Otg?

Otg is abbreviation for outage.

Is the template to be completed by Product or Product Category?


Product A, Product B and Product C are all SONET.
1) Is the template to be completed a single time for all SONET products combined?
2) Is the template to be completed for Product A, then another template for Product B, then another template for Product C.

The reporting is by Product. So you could end up with multiple reports for a single Product Category.

What do the green and red colors for the various quarters indicate?

The green and red are used to quickly indicate that a metric is being met or missed for the reporting period. Mark all measurements that are at or above target with green. Mark all measurement that are below target with red. Don’t forget that any missed objectives for the current reporting period require the development and presentation of a corrective action plan as part of your NSPRC presentation.

Where did the objectives come from?

The objectives are TL 9000 Industry Average for each product category. Today, a sub team of the Integrated Global Quality (IGQ) workgroup at the QuEST Forum maintains the objectives.

How far back does one report to NSPRC?

Long answer is that NSPRC performance reviews occur up to twice a year, usually in June and November. The latest twelve months of data is always to be presented.

Referring to the NSPRC presentation guidelines – do we have to present in the same order as the guidelines?

Specifically, do we have to present action items and hot items before metrics?

The order is completely up to the presenter. The main point of the example was that those points should be covered.

How exactly is smoothing used to compute results?

For most measurements, the “smoothing period” takes the total data for the smoothing period, i.e. the sum of the numerators and the sum of the denominators, adjusted for the reporting period, to determine the result.

Here is an example using the measurement NE04 “Total Downtime – Supplier Attributable” for product category 1.1 (Switch):

  • The terms for the measurement is minutes/element/year. (from the workbook NSPRC Measurements & Objectives)
  • The smoothing period is 12 months. (from the file Smoothing Periods)
  • For this example, assume that the measurement being calculated is for 1Q2010, therefore the data would be from 4/2009 to 3/2010 (twelve months).

Assume that the following data is available:

4/09 5/09 6/09 7/09 8/09 9/09 10/09 11/09 12/09 1/10 2/10 3/10
Supplier Attributable Outage Duration (minutes) 4.5 0 18 10.25 32 25.25 4.5 0 18 10.25 32 25.25
Systems in Service 120 120 125 128 150 160 160 170 170 170 180 180

The result would be the sum minutes of supplier attributable outage duration during those twelve months (180 minutes) divided by the sum number of systems in service at the end of each month (1833), divided by twelve to convert to the average number of systems (152.75). 180/152.75 = 1.178 min/element/year.

This can be simplified mathematically to: where minutes of outage due to supplier attributable causes are the numerator and the summation of elements in service each month are the denominator:
Result = (the sum of the numerators/the sum of the denominators) x 12 or (180/1833)x12 = 1.178 min/element/year

For OFR measurements, a different technique must be used. For these measurements, the desired result is 100%, and credit for achieving the objective is given when there are months with no opportunities. For example, in a month that there were no critical tickets, the supplier is given credit for meeting the responsiveness goal on critical tickets for that month. However, this creates a situation where the denominator can be zero, something that cannot be allowed to occur. Therefore, for the OFR measurement, the result is the average of the monthly results during the smoothing period. Also, note in this example that a smoothing period of 6 months is used, per the smoothing rules for OFR.

10/2009 11/2009 12/2009 1/2010 2/2010 3/2010
Opportunities 1 0 3 1 0 3
Successful 1 0 2 1 0 2
Result 100% 100% 66.7% 100% 100% 66.7%

The NSPRC result then would be the average of each month, 88.87% in this example.

The SO measurements are no longer hidden.

What is meant by the “Options” on some measurements?

Some measurements can be calculated in more than one way. This is in recognition of the impact that a large number or small number of elements can have on some measurements. The supplier should investigate the various options and select the one that best reflects their performance.

Can I modify the template to show only the “Option” that my company will use?

Once you have downloaded the template from the website, it is appropriate to modify the template for the particular product being reported. In the case of the measurements with multiple Options of how to calculate the result, you should show which Option you are using for the report in the modified template, and the results based on that option.

There are no NSPRC Objectives for my product category, what do I do?

If you will be reporting on a product category that doesn’t have NSPRC objectives on the website, it is important that you contact the QuEST Forum – NSPRC team as soon as possible to begin the process of developing objectives for that product category. DO NOT DEVELOP YOUR OWN OBJECTIVES.

What do I do if the smoothing period calls for more data than I have?

You should report on the data that you have available, but disclose that the data point used less than the specified smoothing period.

That is, if a measure requires 6 months of data but only 4 months is available, the measure for that reporting period should be reported using 4 months of data.