TL9000 Measurement Handbook.

AcknowledgementsAmerican Society for Quality Kim Hauswirth British Standards Institution (BSI) Ky White Complas Ron Basque Corning Sandy Holston Joel Reece Excel Partnership Donna LockeIndependent Association of Accredited Registrars Chris Shillito Marconi Donna Reinsch Motorola Greg Feldman Nortel Networks Jeff Harpe Perry Johnson Registrars Nicole MartinSBC Jim McDonnell Siemens ICN Ken Koffman Stat-A-Matrix Rich Watts Tekelec Ben Crane Tellabs Operations Joe TaylorThe QuEST Forum benefits from the continued and dedicated service of many individuals working towards the goals of the QuEST Forum. Without these individuals and their company’s support, the QuEST Forum would not be successful in ensuring that the quality of telecommunication services to the enduser keep pace with changing technological opportunities in the twenty-first century. A Board of Directors guides the QuEST Forum activities through a strategic plan, which is implemented by the work groups. The Measurements and Oversight work groups are credited for producing this document and they would like to recognize the individuals and companies that participated in the other work groups for providing invaluable service in support of the overall QuEST Forum Mission.Business Excellence Acceleration Model (BEAM) Work GroupLeaders: Chair Vice-Chair Vice-Chair Secretary/SME Gene Hutchison Mary Hattrick Don Brown Tom Withey SBC Marconi Alcatel The University of Texas at DallasContributors: Agilent Technologies John Murray Alcatel Don Brown Ian Mackie AT&T Robert Gray BellSouth Telecommunications Irv Briks British Telecommunications Alex Cuthbertson Mark WebsterComverse Network Systems Zvi Ravia Corning Steve Cooper Len Young Excel Partnership David Middleton Flextronics Johnny Hancock Fujitsu Ashok Dandekar Glenayre Technologies Deborah BrighamInfonet Dan Russ Lucent Technologies Sandford Liebesman Marconi Mary M. Hattrick Motorola Greg Feldman Nortel Networks Daniel Proffit Christopher WestTL 9000 Quality Management System Measurements Handbook 3.0 vii