TL9000 Measurement Handbook.

List of TablesList of TablesTable 5.1-1 Table 5.1-2 Table 5.1-3 Table 5.1-4 Table 5.1-5 Table 5.1-6 Table 5.1-7 Table 5.1-8 Table 5.2-1 Table 5.2-2 Table 5.2-3 Table 5.2-4 Table 5.2-5 Table 5.2-6 Table 5.2-7 Table 5.2-8 Table 5.2-9 Table 5.3-1 Table 5.3-2 Table 5.3-3 Table 5.3-4 Table 5.3-5 Table 5.3-6 Table 5.3-7 Table 5.3-8 Table 5.4-1 Table 5.4-2 Table 5.4-3 Table 5.4-4 Table 5.4-5 Table 5.4-6 Number of Problem Reports (NPR) Measurement Identifiers and Formulas Number of Problem Reports (IPR) RQMS Alternative Measurements TL 9000 NPR Data Table RQMS Alternative NPR Data Table (IPR) Example 1 – NPR H/S Data Report Example 1 – NPR Source Data and Measurement Calculation Example 2 – NPR Data Report (Services) Example 2 – NPR Source Data and Measurements (Services) Problem Report Fix Response Time (FRT) Measurement Identifiers and Formulas Problem Report Fix Response Time (ORT) RQMS Alternative Measurements TL 9000 FRT Data Table RQMS Alternative FRT Data Table (ORT) Example 1 – FRT Data Report Example 1 – FRT Source Data and Measurement Calculation Example 2 – FRT Data Report (Services) Example 2 – FRT Source Data and Measurement Calculation (Services) Example 3 – Effect of Customer Delay Overdue Problem Report Fix Responsiveness (OFR) Measurement Identifiers and Formulas Overdue Problem Report Fix Responsiveness (OPR) RQMS Alternative Measurements TL 9000 OFR Data Table RQMS Alternative OFR Data Table (OPR) Example 1 – OFR Data Report Example 1 – OFR Source Data and Measurement Calculation Example 2 – OFR Data Report (Services) Example 2 – OFR Source Data and Measurement Calculation (Services) On-Time Delivery (OTD) Measurement Identifiers and Formulas TL 9000 OTD Data Table Example 1 – On-Time Installed System (OTIS) Example 2 – On-Time Service Delivery (OTS) Example 3 – On-Time Item Delivery (OTI) Example 1, 2, 3 – On-Time Delivery Data Report (OTD) 5-4 5-4 5-4 5-5 5-6 5-7 5-7 5-8 5-11 5-12 5-12 5-13 5-15 5-15 5-16 5-16 5-16 5-19 5-19 5-20 5-20 5-22 5-22 5-23 5-23 5-26 5-27 5-28 5-29 5-30 5-31TL 9000 Quality Management System Measurements Handbook 3.0 xiii