TL9000 介绍

TL9000基础知识培训TelecomIndustryDrivers电讯行业的驱动力•Shortercycletimeandvelocityinthemarkets•产品生命周期变短、市场快速变化•Speedtomarketiskey,creatingrisks•快速应对市场是关键•Hugeconsortiumsarebeingformed•巨大联盟正在形成TelecommunicationsIndustryNeeds电信行业的需求•HighReliability•高可靠性•SoftwareLifeCycleManagement•软件生命周期管理•QualityOfSupplierServices•供应商服务质量•Customer-SupplierCommunications•客户与供应商的沟通WhatisQuESTForum?什么是QuESTForum？TheQualityExcellenceforSuppliersofTelecommuniations(QuEST)Forum——isauniquepartnershipoftelecommunicationssuppliersandserviceproviders.QuESTForum——电信业优质供应商论坛PlsSeeWebsite:ItwasfoundedinApril1996byacoregroupoftelecommunicationsserviceproviders.1996年4月，电信业主要服务供应商发起，希望建立业内更好的质量体系要求，ItwasformedinOctober1997.1997年10月正式成立；WorkbeganattheinauguralmeetinginJanuary1998.1998年开始工作。nowhasmorethan100members.目前世界范围的会员超过100个；WhendidQuESTForumbegin?何时建立QuESTForum?•Fosterqualitysystemsthatprotecttheintegrityanduseoftelecommunicationproductsandservices•培育质量体系以保证电信行业产品和服务完整性和有效性•Establishacommonsetofqualitysystemrequirements•建立质量体系要求的通用框架•Defineperformanceandcostbasedmetricstoguideandevaluateresultsofqualitysystemimplementation•定义基于测量指标的绩效和成本，以指导和评价质量体系运行的效果QuESTForumGoalsQuESTForum目标（1）•DriveContinuousImprovement•推动持续改进•Enhancecustomer-supplierrelationships•增强客户-供应商的关系•Enhancequalityoftelecommunicationsproductsandimprovecostofownershipthroughoutsupplychain•提高电信行业产品质量，并改进整个供应链的成本QuESTForumGoalsQuESTForum目标（2）WhatIsTL9000?什么是TL9000?TL9000isacommonsetofqualitysystemrequirementsandmetricsdesignedspecificallyfortheTelecomIndustry,encompassingISO9001andotherbestpracticesTL9000是电信行业通用的质量体系要求，并专设衡量指标，同时包含ISO9001及其他好的实践经验；TL9000QualitySystemTL9000质量体系TL9000Supplier供应商Registrar认证机构Customer客户Results/结果Feedback/反馈RegistrationScheme认证计划MetricsRepository指标库QuESTForumFocusAreaISO9001国际标准TL9000的通用要求TL9000硬件特殊要求软件特殊要求服务特殊要求硬件特殊测量指标软件特殊测量指标服务特殊测量指标TL9000通用测量指标TL9000ModelTL9000模型TL9000QualitySystemRequirementsTL9000质量体系要求ISO9001:2000Requirements81adders/增加20procedures20个程序5processe5个过程7plans/programs7个计划/方案11methods11个方法WhatTL9000concernTL9000关注的要点•Supplier-Customerrelationship•互利的供应链关系•Morefocusonplanning•更注重策划•LifeCycleModel•导入产品生命周期的概念•Measurements•应用衡量指标LifeCycleModel产品生命周期•“Theprocesses,activitiesandtasksinvolvedinthedevelopment,operationandmaintenanceofproducts,spanningthelifeofproducts.”•涉及到产品开发、运作和维护的过程、活动和任务应涵盖产品整个寿命。•Cradletograve•从摇篮到坟墓•Commonlanguage•共用的语言•Consistentmeasuresacrossindustry•行业内一致性的指标•MeansforIndustryBenchmarking•行业标杆的平均值WhyMeasurements?（1）TL9000MetricsExample(范例)FirstYearReturnRate00.511.522.533.5J-00F-00M-00A-00M-00J-00J-00A-00S-00O-00N-00D-00%/yearIndustryAve.IndustryWorstIndustryBestSupplierAddedDataGood•Informationformanagement•为管理者提供信息–Providesobjectiveevidence–提供目标证据–Identifyimprovementopportunities–鉴别改进机会–Enableseffectiveuseofresources–使资源充分发挥效益WhyMeasurements?（2）TL9000MetricsTL9000衡量指标（1）Commonmeasurements/通用测量指标•NumberofProblemReports(NPR)•问题报告数•NPR=NP*12/S•ProblemReportFixResponseTime(FRT)•问题报告修理响应时间•FRT=(Fr/Frd)*100%•OverdueProblemReportFixResponsiveness(OFR)•延误问题报告修理响应•OFR=(Prc/(Pro+Prp))*100%TL9000MetricsTL9000衡量指标（2）Commonmeasurements/通用测量指标•OnTimeDelivery(OTD)•准时交货•OTI=(Si/Ci)*100%TL9000MetricsTL9000衡量指标（3）Hardware-specific硬件的特殊指标•ReturnRates(RR)•返还率RR=(R/S)*12*100%Anyquestion?