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1、TL9000基础知识培训,http:/ Industry Drivers 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:/ Industry Needs 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
2、 Of Supplier Services 供应商服务质量 Customer - Supplier Communications 客户与供应商的沟通,http:/ 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电信业优质供应商论坛 Pls See Websi
3、te: www.questforum.org,http:/ 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 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
4、超过100个；,When did QuEST Forum begin? 何时建立QuEST Forum?,http:/ quality systems that protect the integrity and use 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 a
5、nd 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 Goals QuEST Forum 目标（1）,http:/ 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 sup
6、ply chain 提高电信行业产品质量，并改进整个供应链的成本,QuEST Forum Goals QuEST Forum 目标（2）,http:/ 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
7、01及其他好的实践经验；,http:/ 9000 Quality System TL9000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:/ 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,TL900
8、0通用测量指标,TL 9000 Model TL9000模型,http:/ 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:/ TL9000 concern TL9000关注的要点,Supplier-Customer relationship 互利的供应链关系 More focus on planning 更
9、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:/ 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:/ language 共用的语言 Consi
10、stent 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:/ 9000 Metrics Example(范例),Good,http:/ for management 为管理者提供信息 Provides objective evidence 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 Mea
11、surements?（2）,http:/ 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% Overdue Problem Report Fix Responsiveness(OFR) 延误问题报告修理响应 OFR=(Prc/(Pro+Prp)*100%,http:/ 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:/ 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:/ question?,http:/