tl 9000 today & benefit of pdr
TRANSCRIPT
Copyright 2009 QuEST Forum. All Rights Reserved.
11
TL 9000 Today & PDR Benefits
APAC Best Practices Conference
Tokyo, Japan
14 April, 2015
Ken Koffman
Global Business Quality Officer & VP Business Excellence - JDSU
QuEST Forum Executive Board Director, IGQ & OSWG Liaison
TL 9000’sBenefits & Impact
Improves Product Quality & Customer Satisfaction,
Provides a common language
Drives Consistent processes and
measures
Improved efficiency and alignment
Reduce Cost & Waste
A quality mindset of continual improvement in a complex network
of suppliers and supply chains
Standard requirements built upon ISO 9001 and
it’s 8 quality principles. Adds standard metrics
for benchmarking, facilitating
partnerships
Customers
Inte
rna
l
Suppliers
Pa
rtn
ers
hip
s
Quality
Management
System
Over 750 companies are TL 9000 certified at nearly 2000 locations globally2
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3
TL 9000 Growth
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4
TL 9000 Registrations by Region
5
TL 9000 Handbooks
• Requirements Handbook R5.5: ISO 9001:2008 plus 92 additional requirements that address
– Planning
– Communication: internal and throughout the supply chain
– Data collection, analysis and use for improvement
• Measurements Handbook R5.0: Defines comparable performance measurements for the Quality Management System implementation, differentiating organizations based on:
– Problem Report handling
– On-Time Delivery
– System Performance (Outages)
– Quality of Hardware, Software, and Services
ISO 9001:2008 ISO 9001:2015 Content
Section Content
Section 1 Introduction
Section 2 Structure
Section 3 TL 9000
Administration
Section 4 Quality Management
System
Section 5 Management
Responsibility
Section 6 Resource
Management
Section 7 Product Realization
Section 8 Measurement,
Analysis and
Improvement
ISO 9001:2008
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2009 QuEST Forum. All Rights Reserved.
6
ISO 9001:2015
Section Content
Section 1 Scope
Section 2 Normative
References
Section 3 Terms and Definitions
Section 4 Context of the
Organization
Section 5 Leadership
Section 6 Planning for the
Quality Management
System
Section 7 Support
Section 8 Operation
Section 9 Performance
Evaluation
Section 10 Improvement
8
TL 9000 Measurements
• Is TL 9000 Measurement Reporting
Having an Impact?
• Measurement Consistency &
Performance Improvement
• QuEST Forum Industry Reports Tell The
Story
• What about Non-TL Companies?
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INSTRUCTION
9
Metric Attribute
Without TL 9000 With TL 9000
Priority & Importance
More Internally Focused, Less Uniform Customer Inputs
Determined Through Operator/Supplier Collaboration
Metrics Quantity Too Many “Similar” “Vital Few”
Metrics Definition Too Many “Similar” Well documented rules
Data Credibility Uncertain – Unknown Rules & Validation
More confident - Validation, 3rd
party audits, errors checks
Benchmarking Ability
Expensive, inefficient,Snapshot in time
Much Less Expensive, monthlyForum industry avg., WIC & BIC
Technology Variants
Not Well Defined Calculations based on ~140 TL 9000 product categories
Infrastructure Cost
High – to address too many “similar” measures from different standards, customers
Lower – as industry continues to
move to TL 9000 measures
Drives Improvement
Difficult due to above Very Likely – and accelerated by joint cust/supplier QIPs
TL 9000 Helps Drive Metric Consistency, Improvement While Reducing Infrastructure Costs
10
Has TL 9000 Improved Industry Quality?
With TL 9000 in its 2nd decade, are
TL 9000 certified companies
demonstrating:
Improved Quality?
Improved Performance?
To answer these questions QuEST Forum Started the
Performance Data Report (PDR) Strategic Initiative to:
Analyze 3rd Party Data
Compile and Publish Industry Reports
Project is ongoing, to-date 10 reports have been published –
“Abridged” Highlights Follow
Details can be found at:
http://questforum.org/resources/industry_reports.html
Improve Member Satisfaction with Performance Data
And Performance Data Reports (PDRs).
EB SI #5 - PDR Improvement Project OverviewTasks
• Data Anomaly
Investigations
• Advisors/Error Checks
• Product Category
Verification Process
• Industry Reports
• Normalization Floors
• “How To” White Paper
Updates
• Continued Workshops
At BPC’s
• Regional Webinar
Delivery
• Agreement with EB #3
For Goal/Path Forward
•Identify Holes
•Identify Potential
Registrants
• Identify “Similar” PC’s
• PC Aggregation
Initiative #1
Improve PDR Accuracy,
Create Industry Reports
Initiative #2
Maximize PDR
Usage Value
Initiative #3
“Fill The Pipe”, i.e.
Expand PDR Scope
Su
rvey
Feed
back
Init
iati
ves
TL 9000 Industry Reports
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2009 QuEST Forum. All Rights Reserved.
12
• Network Field Maintenance Study
• Wireless Infrastructure Product Family Trends
• Then and Now: On-Time Delivery Measurement Study
2009 vs. 2013
• Repair Service Trends Study
• Network Operator Quality Improvement Trends Study
• Quality Improvements in Simple and Complex Wireless
Devices Study
• Edge Router Product Category Trends Study
• Wireless Return Rate Study
• Problem Report Fix Response Time Study
• On-Time Delivery Measurement Study
All Ten Industry Reports can be found on the
QuEST Forum Web Site
Wireless Study
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13
Three Wireless Product Categories
• 3.3.2.1-Basic (2G) Base Transceiver Systems
• 3.3.2.2-Advanced (3G) Base Transceiver Systems
• 3.3.2.3-(4G) LTE Base Transceiver Systems
Measurements studied:
• YRR (One Year Return Rate)
• SPR2 (Major Software Problem Reports)
• FRT2 (Major Fix Response Time)
• OTI (On Time Item Delivery)
14
Wireless Study
4G SPR2 IA Improving; 2G and 3G have mature IA
00.00010.00020.00030.00040.00050.00060.00070.00080.0009
Maj
or
Soft
war
e P
rob
lem
Re
po
rts
Pe
r N
etw
ork
Ele
me
nt
pe
r Y
ear
Month
SPR2 Industry Average Trends
Linear (3.3.2.1 (2G)) Linear (3.3.2.2 (3G)) Linear (3.3.2.3 (4G))
Major Software Problem Report Industry Average
15
Wireless Study
4G Approaching 2G and 3G Major Fix Response Time
GO
OD
0
10
20
30
40
50
60
70
80
90
100
% F
ix R
esp
on
se T
ime
Month
FRT2 Industry Average
3.3.2.1 (2G) 3.3.2.2 (3G) 3.3.2.3 (4G)
Major Software Fix Response Time Industry Average
Investigation Letter Trial Example (PC 1.2.2)
16
Dear TL 9000 Registration Administrator,
It has been brought to the attention of the QuEST Forum Sub-team charged with monitoring and improving the
TL 9000 data reports that there is a problem with the return rate reporting for Product Category 1.2.2 Access
Multi-Service. The specific issue is there is at least one organization reporting return rates that are extremely
high. This is evident in the Worst-In-Class values for all four of the return rates, but is most evident for ERI
where the value is running over 200% per year. This would mean that on average each new unit is returned
twice within six months of shipment. Since it is highly unlikely this could be true, we are asking all
organizations with TL 9000 Certification in this product category to verify the FR data that they are submitting
before your next data submittal.
Specifically, please verify the following:
1. Only returns received during the month being reported are being counted
2. Each return is included in one and only one basis population
3. The is no factor applied to the number of returns, the actual count is being reported
4. The denominator includes all units shipped that belong to the basis population
If you find there has been an error in your data reporting, you are required to correct and resubmit your data
for up to the last 24 months.
This letter is being sent to all organizations certified in Product Category 1.2.2 and to your Certification
Bodies. The Certification Bodies are asked to confirm that the organization has verified their TL 9000 return
rate data during their next audit. In the interim, the organization shall confirm to QuEST Forum that this
verification has been performed within 30 days of receipt of this e-mail. Failure to do so will result in the
suspension of your TL 9000 Certification until your confirmation has been received.
If you have any questions, please use the “Contact Us” function on the tl9000.org web site.
Thank you for your co-operation in this matter. Correcting this issue is essential in order to provide useful
comparable return rate data for the organizations in this product category.
QuEST Forum TL 9000 Administrator
1.2.2 Example Continued –Investigation Letters Resulted in ERIRates Returning to Typical Levels
Copyright 2009 QuEST Forum. All Rights ReservedCopyright
2009 QuEST Forum. All Rights Reserved.
1724 letters sent, plus reminders as needed.
A few acknowledged issues and resubmitted data.
0
20
40
60
80
100
120
5/2011 8/2011 11/2011 2/2012 5/2012 8/2012 11/2012
1.2.2 ERI
ERI Moved to typical
levels after
resubmissions
Asking Companies to Check Their Data When Anomalies Occur, Can Improve Data Accuracy
18
0
10
20
30
40
50
60
70
80
90
100
4/2
012
5/2
012
6/2
012
7/2
012
8/2
012
9/2
012
10/2
012
11/2
012
12/2
012
1/2
013
2/2
013
3/2
013
4/2
013
5/2
013
6/2
013
7/2
013
8/2
013
9/2
013
10/2
013
11/2
013
12/2
013
1/2
014
2/2
014
3/2
014
Change in 7.6.1 OTI Worst in Class
NEW WorstInClass
OLD WorstInClass
While Anomalies can occur for valid reasons, if one seems completely
unreasonable, report it via “Contact Us” and the PDR Team will investigate.
19
Correct?
Category added to profile
QF approval noted in profile
Pop-up asks for info
Info Complete?
No
Yes
Verification team notified
Info Sufficient?
No
Yes
Request for more info
No
Yes
Feedback to organization
Info received
1) Description
2) Product name and/or model number
(hardware/software products –
Families 1-6 and 8)
3) Primary function (hardware/software
products – Families 1-6 and 8)
4) Competitors products name or
model numbers (hardware/software
products– Families 1-6 and 8)
5) Link(s) to material on web
6) Attach brochure(s)
A New Product
Category Approval
Process Has Been
Approved to Improve
Product Category
Selection Accuracy –
Useful PDR Whitepapers
• PDR Usage
• PDR Measurements Outputs and
Calculations
• Product Category Selection
• TL 9000 Data Submission
Methods
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2009 QuEST Forum. All Rights Reserved.
20
COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED. ALCATEL-LUCENT — CONFIDENTIAL — SOLELY FOR AUTHORIZED PERSONS HAVING A NEED TO KNOW — PROPRIETARY — USE PURSUANT TO COMPANY
INSTRUCTION
21
Answer:
How Would You Know?
Non-TL companies generally don’t use TL measures
Some “claim” to provide TL data but - Their data processes are not subject to 3rd party audit
They do not submit data to the Forum
Benchmarking them is difficult and expensive
Have NON – TL 9000 Certified Companies Improved?
22
Benchmarking with TL 9000 Data
If You Are Not using QuEST Forum
TL 9000 Benchmark Data …..
are you driving at night without headlights?
With demonstrated real time industry
improvements of 30%, 75% even 130%
for some measurements –
Do you know if you’re making the right
improvement investments, or are your
competitors passing you by?
Make sure you are headed
In the right direction!
Copyright 2009 QuEST Forum. All Rights Reserved.
124
Backup Slides
ISO 9001:2015 Status Update
25
CD available 2013
DIS available 05/2014
FDIS expected AFTER 07/2015
ISO 9001:2015 to be published
09/2015
3-Year Transition Proposed
ISO Stan
dard
s Develo
pm
ent P
rocess
IAF Informative Document - Transition Planning Guidance for ISO 9001:2015
Published
TC 176 SC 2/WG 23 Communication & Product Support – Ashok Dandekar
(QuEST Forum Representative)
International ballot on the DIS closed on Oct. 10, 2014 –Results were APPROVE DIS by 90%
ISO/NP TS 9002 “Guidelines for the application of ISO 9001” may be
published in 2015
“Key” Detailed Changes:
• New version of Figure 1; ISO 9001 still follows PDCA
• “documented information” remains
• “procedures” and “records” are not mentioned instead “maintain documented information” and “retain documented information”
• A quality manual and a management representative are no longer required
• “products and services” replaces products• ISO 9000 will be updated to address changes in terms & definitions
• “applicability” replaces “exclusions”
• risks are to be determined and addressed, but there is no requirement for formal risk management or risk approach
• New/different requirements from ISO 9001:2008 include organizational context and knowledge management
• Annex A to provide general guidance on implementation and other Annexes will be included such as a summarized analysis of key enhancements between ISO 9001:2008 and ISO 9001:2015
26
ISO 9001:2015 Key Changes
TL 9000 Industry Report #10Network Field Maintenance Study
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2009 QuEST Forum. All Rights Reserved.
27
7.3.1 Product Category
Measurements studied:
• NPR4 (Problem Reports)
• FRT4 (Fix Response Time)
• OFR4 (Overdue Fix Response Time)
• OTI (On Time Service)
• SQ (Service Quality)
• SSO (Support Service Caused Outages)
28
On Time Service Industry Average
Approaching 100% in 2014
50
55
60
65
70
75
80
85
90
95
100
% O
n T
ime
Se
rvic
e
Month
7.3.1 On Time Service Industry Average
7.3.1-IA
Linear (7.3.1-IA)
29
Service Quality Industry Average
Improving to less than 0.5%
0
0.5
1
1.5
2
2.5
% D
efe
ctiv
e S
erv
ice
Tra
nsa
ctio
ns
Month
7.3.1 Service Quality Industry Average
7.3.1-IA
Linear (7.3.1-IA)
2014 TL PDR Investigations Conducted
30
Product
Category Name Issue # of Certs. # Responded Suspended
Dropped
Cert
Still
Suspended
Reported
Corrected
Data
3.2.5
Fiber to the
User FR - WIC 18 17 0 1 0 1
7.6.1
Procurement
Services OTI - WIC 16 15 0 1 0 1
3.1.1.1.1
Metallic
Conductor
Cable NPRs 19 17 4 0 2 4
3.1.1.2.1
Fiber Optic
Cable NPRs 28 26 6 0 2 7
Tracking of Investigation Responses is Currently Done Manually.
The Team Is Considering Mechanized Methods Going Forward.
No Response Has
Resulted in
Suspensions!