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1、TL9000基础知识培训 http:/ Telecom Industry DriversTelecom Industry Drivers 电讯行业的驱动力电讯行业的驱动力 Shorter cycle time and velocity in the markets 产品生命周期变短、市场快速变化 Speed to market is key, creating risks 快速应对市场是关键 Huge consortiums are being formed 巨大联盟正在形成 http:/ Telecommunications Industry NeedsTelecommunications
2、Industry Needs 电信行业的需求电信行业的需求 High Reliability 高可靠性 Software Life Cycle Management 软件生命周期管理 Quality Of Supplier Services 供应商服务质量 Customer - Supplier Communications 客户与供应商的沟通 http:/ What is QuEST Forum?What is QuEST Forum? 什么是什么是QuEST ForumQuEST Forum？ The Quality Excellence for Suppliers of Telecomm
3、uniations (QuEST) Forum is a unique partnership of telecommunications suppliers and service providers. QuEST Forum电信业优质供应商论坛 Pls See Website: www.questforum.org http:/ It was founded in April 1996 by a core group of telecommunications service providers. 1996年4月，电信业主要服务供应商发起，希望建立业 内更好的质量体系要求， It was
4、formed in October 1997. 1997年10月正式成立； Work began at the inaugural meeting in January 1998. 1998年开始工作。 now has more than 100 members. 目前世界范围的会员超过100个； When did QuEST Forum begin?When did QuEST Forum begin? 何时建立何时建立QuEST Forum?QuEST Forum? http:/ Foster quality systems that protect the integrity and u
5、se of telecommunication products and services 培育质量体系以保证电信行业产品和服务完整性和有效性 Establish a common set of quality system requirements 建立质量体系要求的通用框架 Define performance and cost based metrics to guide and evaluate results of quality system implementation 定义基于测量指标的绩效和成本，以指导和评价质量体系运 行的效果 QuEST Forum GoalsQuEST
6、Forum Goals QuEST Forum QuEST Forum 目标（目标（1 1） http:/ Drive Continuous Improvement 推动持续改进 Enhance customer-supplier relationships 增强客户-供应商的关系 Enhance quality of telecommunications products and improve cost of ownership throughout supply chain 提高电信行业产品质量，并改进整个供应链的成本 QuEST Forum GoalsQuEST Forum Goals
7、 QuEST Forum QuEST Forum 目标（目标（2 2） http:/ What Is TL 9000?What Is TL 9000? 什么是什么是TL9000?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 是电信行业通用的质量体系要 求，并专设衡量指标，同时包含 ISO90
8、01及其他好的实践经验； http:/ TL 9000 Quality SystemTL 9000 Quality System TL9000TL9000质量体系质量体系 TL 9000 Supplier 供应商 Registrar 认证机构 Customer 客户 Results/结果 Feedback/反馈 Registration Scheme 认证计划 Bench- Marking 标杆管理 Metrics Repository 指标库 http:/ QuEST Forum Focus Area ISO9001国际标准 TL9000的通用要求 T L 9 0 0 0 硬件特殊要求 软件
9、特殊要求服务特殊要求 硬件特殊 测量指标 软件特殊 测量指标 服务特殊 测量指标 TL9000通用测量指标 TL 9000 ModelTL 9000 Model TL9000TL9000模型模型 http:/ TL 9000 Quality System Requirements TL9000质量体系要求 ISO 9001:2000 Requirements 81 adders/增加 20 procedures 20个程序 5 processe 5个过程 7 plans/programs 7个计划/方案 11 methods 11个方法 http:/ What TL9000 concern T
10、L9000关注的要点 Supplier-Customer relationship 互利的供应链关系 More focus on planning 更注重策划 Life Cycle Model 导入产品生命周期的概念 Measurements 应用衡量指标 http:/ Life Cycle Model 产品生命周期 “The processes, activities and tasks involved in the development, operation and maintenance of products, spanning the life of products.” 涉及到
11、产品开发、运作和维护的过程、 活动和任务应涵盖产品整个寿命。 Cradle to grave 从摇篮到坟墓 http:/ Common language 共用的语言 Consistent measures across industry 行业内一致性的指标 Means for Industry Benchmarking 行业标杆的平均值 Why Measurements?（1） http:/ TL 9000 Metrics Example(范例) Good http:/ Information for management 为管理者提供信息 Provides objective evidenc
12、e 提供目标证据 Identify improvement opportunities 鉴别改进机会 Enables effective use of resources 使资源充分发挥效益 Why Measurements?（2） http:/ TL 9000 Metrics TL9000衡量指标（1） Common measurements/通用测量指标 Number of Problem Reports(NPR) 问题报告数 NPR=NP*12/S Problem Report Fix Response Time(FRT) 问题报告修理响应时间 FRT=(Fr/Frd)*100% Ove
13、rdue Problem Report Fix Responsiveness(OFR) 延误问题报告修理响应 OFR=(Prc/(Pro+Prp)*100% http:/ TL 9000 Metrics TL9000衡量指标（2） Common measurements/通用测量指标 On Time Delivery(OTD) 准时交货 OTI=(Si/Ci)*100% http:/ TL 9000 Metrics TL9000衡量指标（3） Hardware-specific 硬件的特殊指标 Return Rates (RR) 返还率 RR=(R/S)*12*100% http:/ Any question? http:/