TL900030ALL质量管理体系要求手册文档格式.docx

TL900030ALL质量管理体系要求手册文档格式.docx

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Effective

March31,2001

TL9000QualityManagementSystemRequirementsHandbook3.0

Ii

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

iii

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.

Iv

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

v

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

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

vi

OversightWorkGroup

ChairJoeTaylorTellabsOperations

Vice-ChairRonBasqueComplas

SecretaryKimHauswirthAmericanSocietyforQuality

PerryJohnsonRegistrars

NicoleMartin

JimMcDonnell

KenKoffman

Stat-A-Matrix

RichWatts

Tekelec

BenCrane

JoeTaylor

SandyHolston

JoelReece

DonnaLocke

IndependentAssociationof

AccreditedRegistrars

ChrisShillito

DonnaReinsch

GregFeldman

JeffHarpe

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

ChairGeneHutchisonSBC

Vice-ChairMaryHattrickMarconi

Vice-ChairDonBrownAlcatel

Secretary/SMETomWitheyTheUniversityofTexasatDallas

AlexCuthbertson

MarkWebster

ZviRavia

AT