TL9000 Measurement Handbook.

Table of ContentsTable of ContentsSECTION 1 SECTION 2 SECTION 3 INTRODUCTION STRUCTURE MEASUREMENTS PROCESSING, USAGE AND RESPONSIBILITIES GENERAL MEASUREMENTS REQUIREMENTS COMMON MEASUREMENTS 5.1 5.2 5.3 5.4 SECTION 6 NUMBER OF PROBLEM REPORTS (NPR) PROBLEM REPORT FIX RESPONSE TIME (FRT) OVERDUE PROBLEM REPORT FIX RESPONSIVENESS (OFR) ON-TIME DELIVERY (OTD) 1-1 2-13-1 4-1 5-1 5-1 5-9 5-17 5-24 6-1 6-1 7-1 7-1 8-1 8-1 9-1 9-1 A-1SECTION 4 SECTION 5HARDWARE AND SOFTWARE MEASUREMENTS 6.1 SYSTEM OUTAGE MEASUREMENT (SO)SECTION 7HARDWARE MEASUREMENTS 7.1 RETURN RATES (RR)SECTION 8SOFTWARE MEASUREMENTS 8.1 SOFTWARE INSTALLATION AND MAINTENANCESECTION 9SERVICES MEASUREMENTS 9.1 SERVICE QUALITY (SQ)APPENDIX A APPENDIX BPRODUCT CATEGORY TABLES TL 9000 CUSTOMER SATISFACTION MEASUREMENTS GUIDELINES ABBREVIATIONS, ACRONYMS AND DEFINITIONSB-1 1 1GLOSSARYBIBLIOGRAPHYTL 9000 Quality Management System Measurements Handbook 3.0 xi