TL9000 5.0 – Overview

Highlights of Changes from V4.0

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TL9000 Journey

• Initiated TL9000 certification for product engineering services

Jun 2002 Mar 2003 Nov 2006 Nov 2007 Nov 2010

• Achieved TL9k certification for telecom services

• Infosys becomes member of Quest forum and founder member of the India chapter

• Re-certified and upgraded to TL 9000 v 4.0

• Infosys holds co-chair for Quest in APAC region• Infosys employs TL9000 standards for its product engineering services to telecom OEM clients.

• Infosys is committed towards regular upgrade of its certification to new versions of TL 9k standards and recertification of the standard through an independent authority auditing its compliance

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• Registered for TL9000 V 5.0

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TL9000 Goals

• Establish and maintain a common set of telecom QMS requirements, which reduces the number of standards for the industry

• Foster a system that protects the integrity and use of telecom products hardware, software and services

• Define effective cost and performance-based measurements to guide progress and evaluate the results of QMS implementation

• Drive continual improvement and enhance customer relationships

• Leverage the industry conformity assessment process.

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Benefits of Implementation

For Buyers• Assure consistent quality across all products and services. • Improve supply chain efficiencies and improves supplier relationships. • Companies are assured that they have a QMS that has been

systematically audited by an independent TL 9000 registrar.• Helps the company to benchmark against Industry standard• It provides the basis for objective product or supplier evaluations to

make fully informed supply decisions.For suppliers• Assured Quality of products• Reduces the costs of quality audits while helping create customized

performance reports for current and potential customers.• Saves time and money by complying with only one quality standard. • Saves on the costs of on-site inspections. • Benchmarking enables the company to improve the efficiency

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Organization Structure

• Executive board • Regional hubs

– Asia Pacific, EMEA, Latin America, and North America regional groups

• Global Quality Work Groups– Oversight, Global Comm, Telecom Business Excellence, and

Integrated Global Quality work groups

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Diff. between TL9000 and CMMiTL9000 CMMi

Practices specific to telecom hardware, software and service requirements to the generic practices specified by ISO 9001 standard

Generic best processes for creating software systems in any domain.

The word "shall" indicates a mandatory requirement. The word "should" indicates a preferred approach.

“Requires" all goals be met, "expects" that practices related to those goals are implemented, and provides examples of sub practices for detailed implementation of the practices as informational, not required, material.

Incorporates business needs related to telecommunication hardware, software and services as specific requirements

All of the process areas, goals, and practices must be interpreted based on business needs of the organization, but because it is not an industry specific model, does not define any explicit business needs

TL 9000 is very strong in post-deployment requirements and measurements

CMMI focuses primarily on pre-deployment processes and in-process measurements

TL 9000 gives specific instructions for customer involvement as stakeholders

CMMI requires the organization to identify and involve relevant stakeholders throughout the life cycle, but does not specify who they should be

TL9000/ISO and CMMi complement each other

TL9000 – CMMi Comparison TL9K-CMMi Comparision

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TL9000 – Standard Overview

TL 9000 Two-Part Quality management System

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TL9000 V 5.0 Requirements

Section 1 Introduction

Section 2 Structure

Section 3 TL9000 Administration

Section 4 Quality Management System4.1 General Requirements4.2 Documentation

Requirements

Section 5 Management Responsibility5.1 Management Commitment5.2 Customer Focus5.3 Quality Policy5.4 Planning5.5 Responsibility, Authority and Communication5.6 Management Review

Section 6 Resource Management6.1 Provision of Resources6.2 Human Resources6.3 Infrastructure6.4 Work Environment

Section 7 Product Realization7.1 Planning of Product Realization7.2 Customer Related Processes7.3 Design and Development7.4 Purchasing7.5 Production and Service Provision7.6 Control of Monitoring and Measuring Devices

Section 8 Measurement, Analysis and Improvement

8.1 General8.2 Monitoring and Measurement8.3 Control of Nonconforming Product8.4 Analysis of Data8.5 Improvement

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Infosys adoption of TL9k standards into quality practices

Audit and Certification

Records and submission

Reference Documents

Measurement Process

OSDC Management, Account Policy and Lab Management

Quality Manual for TL9k compliance

Project Planning, monitoring and ControlChange ManagementRisk ManagementQuantitative Project ManagementJoint Improvement planningDisaster Recovery

Configuration ManagementProcess & Product Quality

AssuranceMeasurement & Analysis

Decision AnalysisCausal Analysis

Lab management – ESD, Calibration

Requirements Technical solutionProduct integrationVerification & ValidationProduction Support Org wide process

focus, Definition and Performance

Process TrainingInnovation

DeploymentTL9K metrics

submission

TL 9k Practices

Project Management Support Processes

Engineering Processes Process Management

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Define TL9 metric Quality Goals for the project

Document Goals in Project

Plan

Measure the defined metrics during project

execution

Measurement Repository

System

Submit Data to quest Forum

Data submitted to Quest Forum is in

Telecom R&D services category to benchmark Infosys

services performance in the telecom

services category

Define Joint Improvement Plan (JIP) with customer

NPR – Number of AT defects / Number of deliverablesFRT – Number of fixes delivered on time / Number of fixes due to be closedOTD – Number of scheduled deliveries / Number of actual deliveriesOFR – Number of overdue defects closed / Number of overdue defects

Update Quality Goals based on JIP to achieve continuous improvement

Seek Customer Feedback

Analysis of Customer Feedback

Develop Continuous

Improvement Plan and

Update Project Goals

TL9000 process flow for software development

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TL9000- Metrics

• Evaluate business performance as viewed by customer

• Benchmark with industry Best, Average, Worst

• Useful for internal Process Improvements

• Deploy resources to needed areas

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Metrics Submission to Quest Forum

• Measurements– Product category is 7.2.2 (Software Development Services)

• Measures– Common Measurements

• NPR - Number of problem reports• FRT – Problem Report Fix response time• OFR – Overdue Problem Report fix responsiveness• OTD – On time delivery

– Hardware and Software measurements• SO – System Outage Measurement

– Hardware Measurements• RR - Return Rates

– Services Measurements• SQ – Service Quality

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TL9000 Measurement Data Flow and Usage

Customer Organization

Continuous Improvement

Programs

QuEST Forum Web Site

Member’s Area.

Performance Data Reports

Measurements Repository

System (MRS)

MRS Reported TL 9000 Data

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TL9000 V 5.0- Highlights

2 New Requirements, 11 New Notes, 2 Expanded Scope, 13 reworded requirements

No major Gaps between PRIDE and TL9000 V4.0

New Requirements Risk Management Plan Supplier Performance Management

Expanded ScopeIntegration Planning Estimation

Reworded AddersDisaster Recovery - Periodic Evaluation of the DRPProject Plan – Added requirement for consideration of: k) design for ‘x’ plans as

appropriate to the product life cycleDesign and Development Process Quality Measurement Planning and

Implementation –Added minimum requirements for design and development process quality measures

Summary of Changes & Gap- Analysis Gap Analysis

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Joint Improvement Plan

Key requirementJIP to set long and short-term plans with goals for improving quality and customer satisfaction. Monitor and report performance to these goals Include address cycle time, customer service, training, cost, delivery commitments, and product reliability in these plans

Account level goals are set based on client need and organization mandate such as growth. This is set based on past performance and primary set for product / process / service quality (refer M&A guidelines for details). Goal are set in discussion with key stakeholders and identified leading indicators to track the progress on initiatives and goal. Goals to be created as Project Specific Goals if not part of the standard set of metrics available for the project

The organization should establish joint quality improvement programs with customers

OPS council / Periodic joint review typically with DM / Senior delivery personal

Implement methods for soliciting and considering customer input for quality planning activities

Inputs from periodic meeting, ELF / CSAT action planFeedback from product deploymentJoint design developmentFeedback during SDLC thru PoC, Group reviews

Type Lagging indicator Leading indicatorService quality SLA Response time / Resolution timeProduct Quality Reliability (down

time)Defect density

MTTFReview effectiveness (Process)

Process Quality Schedule adherence

Effort slippage

Sample Metrics

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External BenchmarkingNPR( Number of AT Defects / Number of Deliveries)- PE Performance is approaching and equivalent to best in class.

FRT (Number of fixes delivered on time / Number of fixes due to be closed) – PE Performance is approaching Best in class.

OFR( Number of overdue defects Closed / Number of overdue defects) – PE Performance equivalent to Best in class.

OFR( Number of overdue defects Closed / Number of overdue defects) – PE Performance equivalent to Best in class.

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TL 9k Lab Process and Management

Shipment & Logistic Handling

Asset Management

3rd Party AMC & Licensing

Periodic Lab Maintenance Activities

Security/ Lab Access Process

Lab Environment Maintenance

ESD & Power Control

Spare Management

Software Backup

Publish Etiquette Document

Establish LAB Reservation System

Issue Tracking

Establish guidelines for effective lab usage

System to monitor the lab utilization

Analyze the usage statistics & prepare a action plan

Periodic Internal Audits

Annual External Audit

Planning

Execution

Org Wide Process

Apply Lab optimization methods for efficiency improvements

Employ carbon footprint reduction techniques

Lab Training

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Processes and Guidelines

• Quality Manual for TL9000 (PRIDE home-> Important links -> Quality Manual for TL9000)

• TL9000 Measurements & Metrics (PRIDE->Processes->IT Services->Engineering->• OSDC Management Plan (PRIDE->Services-> Product Engineering->Templates-

>Telecom->OSDC Management Plan Template )• Joint Improvement Plan• Disaster Recovery Plan• Business Continuity Plan• TL-9K Audit Checklist ( PRIDE)• Loaned Assets Management Process

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ActionsProject Manager• JIP- Availability, Tracking & Review of Goals with Customer• Strategies to achieve the JIP Goals & Effectiveness of the strategies to be demonstrated• TL9000 Metrics Submission• Document or reference to the Customer’s Engineering/Product Management process and evidence

of following the process• Following the customer defined Problem classification & Problem communication methodology for

all field issues• Inclusion of TL9000 Overview training as part of induction training for all team members• ELF to be available & actions to be tracked to closure• RCA to be performed on all Defects – In-Process & Escaped Defects- Effectiveness of DP to be

demonstrated• Project to undergo TL9000 Audit• Availability of BCP & DRP at an Account level

All Team Members• Awareness of JIP/Customer Goals• Awareness on the Processes followed in the Project• Awareness of Customer’s Engineering/Product Management Process• Undergo TL9000 Training• Awareness of BCP&DRP

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Thank You

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TL9000- Product Family

General Product Families Switching (8) Signaling (4) Transmission (32) Operations & Maintenance (7) Common Systems (3) Customer Premise & Enhanced Services (13) Services (26) Components and Subassemblies (22) End Customer Products(10)

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Clause 4- Quality Management System

• Quality Management System• Quality Manual• Process for controlling customer supplied documents and

data

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Clause 5 – Management Responsibility

• Quality Policy• Quality Objectives• Long term and Short-Term Quality Planning jointly with selected

Customer – Joint Improvement Plan with Key customers• Management Representative• Communication of the Customer feedback to the employees• Management Review

– Quality Management System– Quality Policy and Objectives– improvement opportunities Identification

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Clause 6- Resource Management• Role based training• Process for Internal course development• Quality and Process improvement concepts training for employees

who have a direct impact on the quality of the product• Advanced Quality Training to employees (Quantitative and Statistical

Analysis training)• ESD (Electrostatic Discharge) training for employees handling ESD

sensitive products• Hazardous conditions training• Product Quality training awareness

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Clause 7 -Product Realization• Life Cycle Model identification for the project• Disaster Recovery planning• Tools Management• Project Plan & Configuration Management Plan• Requirements and contract review• Requirements& Design Traceability• Quality Plan (Design and Development Process measurement)

and data reporting to customer on demand based on JIP• Estimation • Product Validation (Records - Plan, Test data and results)• Product Verification (Records - Plan, Review data and results)• Control of Design and Development changes• Release management• Purchasing Process• ESDS protection• Software Virus Protection• Calibration of monitoring and measuring devices

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Clause 8- Measurement, Analysis and Improvement• Collection of Customer Satisfaction Data• Internal Audit• Process Measurement• Test documentation• Control of non conforming product• Trend analysis of Non conformation• Analysis of

– Customer satisfaction– Conformity to product requirements– Characteristics and trends of processes and products including

opportunities for preventive action– Suppliers

• Continual Improvement Program– Customer satisfaction– Quality and reliability of the product– Other Processes/products/services used within the organization

• Employee participation in continual improvement process• Corrective and preventive actions for all Non-Conformities