TL9000 Measurement Handbook.

ForewordForewordThe TL 9000 Quality Management System Measurements Handbook was prepared in a cooperative effort by the members of the Quality Excellence for Suppliers of Telecommunications (QuEST) Forum. From the outset the QuEST Forum’s goal has been to develop and maintain a consistent set of quality system requirements and measurements that, when implemented, will help provide telecommunications customers with faster, better and more cost-effective services. This book complements the TL 9000 Quality Management System Requirements Handbook with measurements that reflect the performance of the industry and its products. QuEST Forum members, including service providers and suppliers, utilize measurements that are collected under the provisions of this handbook to improve their processes. By improving processes, the industry becomes more efficient and telecommunications customers, worldwide, derive the benefit of improved services. The QuEST Forum is pleased to present this book in a common spirit of delighting our customers.George C. Via, Verizon QuEST Forum – ChairmanOlga Striltschuk, Motorola QuEST Forum – Vice ChairSteven Welch, SBCBarry D’Amour, Nortel NetworksDon Pickens, Bell SouthJerry Cates, CorningWilliam Wessman, Boston Communications GroupKarl-Heinz Augenstein, AlcatelMarty Lustig, SPRINTMasahide Sekiguchi, FujitsuSignature on File Isabelle Courville, Bell Canada Monica Garcia, ComplasTL 9000 Quality Management System Measurements Handbook 3.0 iii