1、TL9000根底知識培訓.Telecom Industry Drivers電訊行業的驅動力Shorter cycle time and velocity in the markets產品生命周期變短、市場快速變化Speed to market is key, creating risks快速應對市場是關鍵Huge consortiums are being formed宏大聯盟正在構成.Telecommunications Industry Needs電信行業的需求High Reliability 高可靠性 Software Life Cycle Management軟件生命周期管理Quali

2、ty Of Supplier Services 供應商效力質量Customer - Supplier Communications客戶與供應商的溝通.What is QuEST Forum?什么是QuEST Forum？The Quality Excellence for Suppliers of Telecommuniations (QuEST) Forum is a unique partnership of telecommunications suppliers and service providers. QuEST Forum電信業優質供應商論壇Pls See Website: q

3、.It was founded in April 1996 by a core group of telecommunications service providers.1996年4月，電信業主要效力供應商發起，希望建立業內更好的質量體系要求， It was formed in October 1997.1997年10月正式成立；Work began at the inaugural meeting in January 1998. 1998年開場任務。now has more than 100 members.目前世界范圍的會員超越100個；When did Qu

4、EST Forum begin?何時建立QuEST Forum?.Foster quality systems that protect the integrity and use of telecommunication products and services培育質量體系以保證電信行業產品和效力完好性和有效性Establish a common set of quality system requirements建立質量體系要求的通用框架Define performance and cost based metrics to guide and evaluate results of q

5、uality system implementation定義基于丈量目的的績效和本錢，以指點和評價質量體系運轉的效果QuEST Forum Goals QuEST Forum 目的1.Drive Continuous Improvement推進繼續改良Enhance customer-supplier relationships加強客戶-供應商的關系Enhance quality of telecommunications products and improve cost of ownership throughout supply chain 提高電信行業產質量量，并改良整個供應鏈的本錢Q

6、uEST Forum Goals QuEST Forum 目的2.What Is TL 9000?什么是TL9000?TL 9000 is a common set of quality system requirements and metrics designed specifically for the Telecom Industry, encompassing ISO 9001 and other best practices TL9000 是電信行業通用的質量體系要求，并專設衡量目的，同時包含ISO9001及其他好的實際閱歷；.TL 9000 Quality SystemTL900

7、0質量體系TL 9000Supplier供應商Registrar認證機構Customer客戶Results/結果Feedback/反響Registration Scheme認證方案Bench-Marking標桿管理MetricsRepository目的庫.QuEST Forum Focus AreaISO9001國際規范TL9000的通用要求TL9000硬件特殊要求軟件特殊要求效力特殊要求硬件特殊丈量目的軟件特殊丈量目的效力特殊丈量目的 TL9000通用丈量目的TL 9000 Model TL9000模型.TL 9000 Quality System RequirementsTL9000質量體

8、系要求ISO 9001:2000Requirements81 adders/添加20 procedures20個程序5 processe5個過程7 plans/programs7個方案/方案11 methods11個方法.What TL9000 concernTL9000關注的要點Supplier-Customer relationship互利的供應鏈關系More focus on planning更注重謀劃Life Cycle Model導入產品生命周期的概念Measurements運用衡量目的.Life Cycle Model產品生命周期 “The processes, activitie

9、s and tasks involved in the development, operation and maintenance of products, spanning the life of products. 涉及到產品開發、運作和維護的過程、活動和義務應涵蓋產品整個壽命。Cradle to grave從搖籃到墳墓.Common language共用的言語Consistent measures across industry行業內一致性的目的Means for Industry Benchmarking行業標桿的平均值Why Measurements?1.TL 9000 Metri

10、cs Example(范例)Good.Information for management 為管理者提供信息Provides objective evidence 提供目的證據Identify improvement opportunities鑒別改良時機 Enables effective use of resources使資源充分發揚效益Why Measurements?2.TL 9000 MetricsTL9000衡量目的1Common measurements/通用丈量目的 Number of Problem Reports(NPR) 問題報告數 NPR=NP*12/S Problem Report Fix Response Time(FRT) 問題報告修繕呼應時間 FRT=(Fr/Frd)*100% Overdue Problem Report Fix Responsiveness(OFR) 延誤問題報告修繕呼應 OFR=(Prc/(Pro+Prp)*100%.TL 9000 MetricsTL9000衡量目的2Common