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质量管理体系要求手册完整版
HENsystemofficeroom【HEN16H-HENS2AHENS8Q8-HENH1688】
质量管理体系要求手册
QualityExcellenceforSuppliersof
TelecommunicationsForum
（QuESTForum）
TL9000
QualityManagementSystem
RequirementsHandbook
Release
Copyright
Copyright____2001QualityExcellenceforSuppliersofTelecommunicationsForum
Forfurtherinformation,
seetheQuESTForumwebsiteat:
TL9000isaregisteredtrademark
ofthe
QualityforExcellenceforSuppliersofTelecommunicationsForum.
Sectionsofthisdocumentcontaincopyrightedmaterialfromavarietyofsources;thesesourcesare
identifiedintheBibliographyofthishandbook.
ThetexthighlightedintheboxesthroughoutthisdocumentisaverbatimreproductionofISO9001:
2000.
ThistextiscopyrightedbytheInternationalOrganizationforStandardization.Notforresale.Nopartof
thisstandardmaybecopiedorreproducedinanyform,includinganelectronicretrievalsystem,without
thepriorwrittenpermissionoftheAmericanNationalStandardsInstitute,Inc.,11West42ndStreet,New
York,NY10036,whichholdsreproductionrightsintheUnitedStates.
ApprovedandAdopted
bythe
QuESTForum
Effective
March31,2001
TL9000QualityManagementSystemRequirementsHandbook
Ii
Foreword
Foreword
TheTL9000QualityManagementSystemRequirementsHandbookwas
preparedinacooperativeeffortbythemembersoftheQualityExcellencefor
SuppliersofTelecommunications（QuEST）Forum.FromtheoutsettheQuEST
Forum’sgoalhasbeentodevelopandmaintainaconsistentsetofquality
systemrequirementsandmeasurementsthat,whenimplemented,willhelp
providetelecommunicationscustomerswithfaster,betterandmorecost-effective
services.
ThisbookcomplementstheTL9000QualityManagementSystem
MeasurementsHandbookwithrequirementsthatsupportTelecommunications
industryserviceprovidersandtheirsuppliers’commitmenttomeetingthe
expectationsoftheircustomers.
TheQuESTForumispleasedtopresentthisbookinacommonspiritof
delightingourcustomers.
GeorgeC.Via,VerizonOlgaStriltschuk,Motorola
QuESTForum–ChairmanQuESTForum–ViceChair
StevenWelch,SBCBarryD’Amour,NortelNetworks
DonPickens,BellSouthJerryCates,Corning
WilliamWessman,BostonKarl-HeinzAugenstein,Alcatel
CommunicationsGroup
MartyLustig,SPRINTMasahideSekiguchi,Fujitsu
SignatureonFile
IsabelleCourville,BellCanadaMonicaGarcia,Complas
TL9000QualityManagementSystemRequirementsHandbook
iii
Preface
Preface
TheQualityExcellenceforSuppliersofTelecommunicationsForum（QuEST
Forum）wasfoundedtofostercontinuedimprovementstothequalityand
reliabilityoftelecommunicationsservice.Thefounderstookthecriticalinitialstep
ofestablishingacommonsetofqualitymanagementsystemrequirementsand
measurementsbycreatingtheTL9000QualityManagementSystem
RequirementsHandbookandtheTL9000QualityManagementSystem
MeasurementsHandbook.Thesehandbooksaretheresultofacooperative
effortamongmembersofthetelecommunicationsindustry.
TheworkoftheQuESTForumyieldsbenefitstocustomers,theirsubscribers,
andtheirsuppliers.MembershipiscomposedoftelecommunicationService
Providers,Suppliers,andLiaisons.MembersfundandparticipateintheQuEST
Forum,havedefinedvotingrightsandareexpectedtocontributetotheworkof
theQuESTForum.MembersvoteonadoptionoftheTL9000structure,content,
administration,andotherquestionscomingbeforetheQuESTForum.
TheQuESTForumestablishesandmaintainsacommonsetofquality
managementsystemrequirementsandmeasurementsbuiltoncurrentlyused
industrystandards,includingISO9001:
2000.Therequirementsand
measurementspromoteconsistencyandefficiency,reduceredundancyand
improvecustomersatisfaction.Theyalsoenablesupplierstoimprovequality
andreliability,reducecosts,andincreasecompetitiveness.
TL9000QualityManagementSystemRequirementsHandbook
Iv
Acknowledgements
Acknowledgements
ThestrengthoftheQuESTForumistheoutstandingcapabilitiesand
commitmentofthememberswhorepresenttheirrespectiveorganizationsatthe
QuESTForumandWorkGroupMeetings.Thisexceptionaltalentproducedthe
firstTL9000QualityManagementSystemRequirementsHandbookinrecord
timeandnowhascompletedthismajorupdateinlessthaneighteenmonths.
Individualswhosecompanieswerecustomers,suppliers,andcompetitors
accomplishedtheupdateoftheRequirementshandbookthroughextraordinary
teamwork.
ThisoutstandingaccomplishmentwasfacilitatedinpartnershipwiththeAmerican
SocietyofQuality（ASQ）andTheUniversityofTexasatDallas（UTD）.Special
thanksfortheirconstantsupportandencouragementduringthelastthreeyears
ofourdevelopmenttoDr.BillOsborne,DeanandDr.DouglasE.Harris,
AssociateDean,ErikJonssonSchoolofEngineeringandComputerScienceand
toPaulBorawski,ASQExecutiveDirectorandBrianLeHouillier,ASQDirector,
Programs&Operations.
Personally,andfortheentireQuESTForum,Iwouldliketothankthefollowing
QuESTForumindividualsandcompaniesoftheRequirementsandOversight
workgroupsfortheirdirectcontributionstothisupdateoftheTL9000Quality
ManagementSystemRequirementsHandbook.
JackPompeo
QuESTForumProjectDirector
RequirementsWorkGroup
Leaders:
ChairBrendanPelanVerizon
Vice-Chair（2000）DebbieHearnTelcordia
Vice-Chair（1999）MattLindsayTellabsOperations,Inc.
SecretaryTamaMcBrideMotorola
TimeKeeperJeffreyRoseSumitomoElectricLightwave
SME（2000）RichardMorrowTheUniversityofTexasatDallas
SME（1999）BobBrighamTelcordia
Contributors:
3MTelecomSystemsAdvancedFibreAlcatel
ThiernoDialloCommunicationsChandanBanerjee
ADTRANMarkHodgesIanMackie
CharlesO'DonnellRhondaSatorMarkMoore
MikeRippe
TomYohe
TL9000QualityManagementSystemRequirementsHandbook
v
Acknowledgements
SBC
EdFranck
JimLankford
JudyPrzekop
SteveStroup
RickWerth
SiemensICN
PatMuirragui
TomWest
SorrentoNetworks
RichardLycette
Sprint
TimDinneen
SumitomoElectricLightwave
GaryBishop
JeffreyRose
Symmetricom
DonnaSchilling
JackRiskey
TelcordiaTechnologies
BobBrigham
DebbieHearn
JohnRussell
LeslieWolfe
TeleCentric
JackPompeo
TellabsOperations
MattLindsay
TelmarNetwork
Technology
JerryConstance
GaryMcMullin
TheUniversityofTexasat
Dallas
RichardMorrow
TycoElectronics
GregBlount
VerizonCommunications
AlanBeaudry
BrendanPelan
Worldcom
RobertPaschke
JohnRosenow
Flextronics
JohnnyHancock
Fujitsu
DougMcCullough
HekimianLaboratories
RobinWilliams
LiebertCorporation
LarryAbles
TomBaldrick
DaleCarpenter
DavidGiannamore
LucentTechnologies
RuthA.Harman
SandfordLiebesman
JohnWronka
JohnWalz
Marconi
BretBarclay
DonDenk
MaryHattrick
BeverlyMcClain
HaroldMorrison
JenniferVidos
Motorola
MaryDemmert
TamaMcBride
JimOsman
NECAmerica
DavidBarski
Nokia
KarenRawson
DougHall
NortelNetworks
RobertOakley
RichardPierrie
Paceon
JimShields
QUALCOMM
GraceWeaver
Qwest
DonWilford
JerryKeintz
Antec
RobLindner
BobLichkay
BillTaylor
AstecAdvancedPower
Systems
AndreLapointe
AT&T
KathyParker
MichaelServer
BellCanada
Jean-NormandDrouin
Jean-PierreQuoibion
BellSouth
Telecommunications
TexPrater
JoelSullivan
BritishTelecommunications
SteveDickens
CharlesIndustries
AngeloDiMonte
VictorPotent
ChatsworthProducts
EdwardGaicki
CommWorks
LauraCoplon
JimOates
DavidStahl
ComverseNetworkSystems
BruceRozett
ElizabethTracy
Corning
SteveCooper
LenYoung
Entela
RalphStowe
Ericsson
VictorSandoval
ExcelPartnership
SteveObolewicz
DaveSanicola
TL9000QualityManagementSystemRequirementsHandbook
vi
Acknowledgements
Acknowledgements
OversightWorkGroup
Leaders:
ChairJoeTaylorTellabsOperations
Vice-ChairRonBasqueComplas
SecretaryKimHauswirthAmericanSocietyforQuality
Contributors:
ADCTelecommunications
RandyPezon
ADTRAN
RandalWhorton
Alcatel
DaveAiken
RonLuttrull
AmericanSocietyforQuality
KimHauswirth
BritishStandardsInstitution
（BSI）
KyWhite
Complas
RonBasque
TheQuESTForumbenefitsfromthecontinuedanddedicatedserviceofmany
individualsworkingtowardsthegoalsoftheQuESTForum.Withoutthese
individualsandtheircompany’ssupport,theQuESTForumwouldnotbe
successfulinensuringthatthequalityoftelecommunicationservicestotheend-user
keeppacewithchangingtechnologicalopportunitiesinthetwenty-first
century.
ABoardofDirectorsguidestheQuESTForumactivitiesthroughastrategicplan,
whichisimplementedbyworkgroups.TheRequirementsandOversightwork
groupsarecreditedforproducingthisdocumentandtheywouldliketorecognize
theindividualsandcompaniesthatparticipatedintheotherworkgroupsfor
providinginvaluableserviceinsupportoftheoverallQuESTForumMission.
BusinessExcellenceAccelerationModel（BEAM）WorkGroup
Leaders:
ChairGeneHutchisonSBC
Vice-ChairMaryHattrickMarconi
Vice-ChairDonBrownAlcatel
Secretary/SMETomWitheyTheUniversityofTexasatDallas
Contributors:
AgilentTechnologies
JohnMurray
Alcatel
DonBrown
IanMackie
TL9000QualityManagementSystemRequirementsHandbook
vii
Acknowledgements
Acknowledgements
Infonet
DanRuss
LucentTechnologies
SandfordLiebesman
Marconi
MaryM.Hattrick
Motorola
GregFeldman
NortelNetworks
DanielProffit
ChristopherWest
SBC
GeneHutchison
StephenStroup
TelkomSouthAfrica
MikeDonald
TellabsOperations
MariSilvenius
TelmarNetworkTechnology
GaryMcMullin
TheUniversityofTexasat
Dallas
TomWithey
Corning
SteveC
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