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