tl9000质量系统需求（pdf89页）

QualityExcellenceforSuppliersofTelecommunicationsLeadershipForumTL9000QualitySystemRequirementsBookOneRelease2.5TL9000CopyrightTL9000QualitySystemRequirementsiiCopyright1999QualityExcellenceforSuppliersofTelecommunicationsForumForfurtherinformation,refertotheQuESTForumWebpageat::1994.ThistextiscopyrightedbytheInternationalOrganizationStandardization.Notforresale.Nopartofthisstandardmaybecopiedorreproducedinanyform,includinganelectronicretrievalsystem,withoutthepriorwrittenpermissionoftheAmericanNationalStandardsInstitute,Inc.,11West42ndStreet,NewYork,NY10036,whichholdsreproductionrightsintheUnitedStates.”TL9000ForewordTL9000QualitySystemRequirementsiiiForewordTheTelecommunicationsindustryserviceprovidersandtheirsuppliersarecommittedtomeetingtheexpectationsoftheircustomers.Eachhasstrivedindividuallytoaccomplishthisformanyyears.Mostobserversofthetelecommunicationsindustrywouldagreethatverygoodprogresshasbeenmadeinthetwentiethcentury.Thereisalsoastrongneed,however,forevengreaterprogressintheyearsahead,andthechallengeishowtomakethisareality.TheQualityExcellenceforSuppliersofTelecommunicationsForumincludesmostofthemajorserviceprovidersandtheirsuppliers.WehavejoinedforcesinaremarkablycooperativeandconstructivespiritandcreatedtheTL9000Handbooks.Ourgoalfromthebeginninghasbeentodevelopaconsistentsetofqualitysystemrequirementsandmetricswhenimplementedwillhelpprovidetelecommunicationsuserswithfaster,betterandmorecost-effectiveservices.TheTL9000QualitySystemRequirementsandTL9000QualitySystemMetricsHandbookswereproducedbyhavingthebestpeoplefromserviceprovidersandsuppliersworkingtogethertowardacommongoal.Thehandbooksincludeanagreed-uponsetofqualitysystemrequirementsandmetricsthatweredrawnfromthebestfeaturesofsimilarmanagementsystemstandardsandthemosteffectivequalitypracticescurrentlybeingusedinthetelecommunicationsindustry.Asweinthetelecommunicationsindustrytakestepstoensurethatthequalityofourserviceskeepspacewithchangingtechnologicalopportunitiesinthetwenty-firstcentury,alltelecommunicationsusersworldwidewillbenefitfromeverimprovingtelecommunicationsproducts.SteveWelchKrishPrabhuQuESTForum–ChairmanQuESTForum–ViceChairTL9000PrefaceTL9000QualitySystemRequirementsivPrefaceTheQualityExcellenceforSuppliersofTelecommunicationsLeadershipForum(“QuESTForum”)wasfoundedtofostercontinuedimprovementstothequalityandreliabilityoftelecommunicationsservice.ThefounderstookthecriticalinitialstepofestablishingacommonsetofqualitysystemrequirementsandmetricsbycreatingtheTL9000QualitySystemRequirementsHandbookandtheTL9000QualitySystemMetricsHandbook.Thesehandbooksaretheresultofacooperativeeffortamongmembersofthetelecommunicationsindustry.TheworkoftheQuESTForumyieldsbenefitstoserviceproviders,theirsubscribers,andtheirsuppliers.Membershipiscomposedofmembersofthetelecommunicationsindustry.MembersfundandparticipateintheForum,havedefinedvotingrightsandareexpectedtocontributetotheworkoftheForum.MembersvoteonadoptionoftheTL9000structure,content,administrationandotherquestionscomingbeforetheForum.TheForumestablishesandmaintainsacommonsetofqualitysystemrequirementsandmetricsbuiltuponcurrentlyusedindustrystandards,includingtheISO9001InternationalStandard.Therequirementspromoteconsistency,efficiency,andimprovecustomersatisfaction.Theyalsoenablesupplierstoimprovequalityandreliability,reducecostsandincreasecompetitiveness.TL9000ForewordTL9000QualitySystemRequirementsvAcknowledgementsManymembersoftheQualityExcellenceforSuppliersofTelecommunicationsForum(“QuESTForum”)contributedtothedevelopmentoftheTL9000Handbooks.ThesehandbooksweretrulyateameffortbytheexpertsthatmakeuptheForum’smembership.ThefollowingindividualsparticipatedinthedevelopmentofthissetofTL9000QualitySystemRequirementsasrepresentativesoftheircompanies.IwouldliketothankthemembersoftheQuESTForumandthevolunteerregistrarsfortheirdedicationandcooperationincreatingtheTL9000Handbooks,andtheQualityExcellenceforSuppliersofTelecommunicationsForum.JimMcDonnellQuESTForumProjectDirectorDanielAverySymmetricomGalenAycockBellAtlanticBethBakerAIAGChandenBanerjeeNewbridgeNetworksBretBarclayRELTECCorp.JimBarkeADCTelecommunicationsAlanBeaudryBellAtlanticGaryBishopSumitomoElectricDaveBisoneLucentTechnologiesRegBlakeBSITerryBlokUnisysJamesBossertNokiaMobilePhonesMicheleBoulangerMotorolaPaulaBrackmanTelcordiaTechnologiesBobBrighamTelcordiaTechnologiesJoanBrough-KerrebynSCCJackBurgenMCIWorldComLarryBuschLucentTechnologiesJerryCatesSiecorBobCicelskiNewbridgeNetworksFrancoisCoallierBellCanadaBudCuthbertQMIDukeDahmenTellabsAshokDandekarFujitsuPaulaDeCarloPulsecomE.deVriesTelkomSouthAfricaThiernoDiallo3MTelecomSystemsBobDietzRELTECCorp.TimDinneenSprintNorthSupplyAmyDixonLucentTechnologiesAllenDobneyCiscoSyst