质量管理系统Requirements手册(1)

QualityExcellenceforSuppliersofTelecommunicationsForum(QuESTForum)TL9000QualityManagementSystemRequirementsHandbookRelease3.0CopyrightCopyright____2001QualityExcellenceforSuppliersofTelecommunicationsForumForfurtherinformation,seetheQuESTForumwebsiteat::2000.ThistextiscopyrightedbytheInternationalOrganizationforStandardization.Notforresale.Nopartofthisstandardmaybecopiedorreproducedinanyform,includinganelectronicretrievalsystem,withoutthepriorwrittenpermissionoftheAmericanNationalStandardsInstitute,Inc.,11West42ndStreet,NewYork,NY10036,whichholdsreproductionrightsintheUnitedStates.ApprovedandAdoptedbytheQuESTForumEffectiveMarch31,2001TL9000QualityManagementSystemRequirementsHandbook3.0IiForewordForewordTheTL9000QualityManagementSystemRequirementsHandbookwaspreparedinacooperativeeffortbythemembersoftheQualityExcellenceforSuppliersofTelecommunications(QuEST)Forum.FromtheoutsettheQuESTForum’sgoalhasbeentodevelopandmaintainaconsistentsetofqualitysystemrequirementsandmeasurementsthat,whenimplemented,willhelpprovidetelecommunicationscustomerswithfaster,betterandmorecost-effectiveservices.ThisbookcomplementstheTL9000QualityManagementSystemMeasurementsHandbookwithrequirementsthatsupportTelecommunicationsindustryserviceprovidersandtheirsuppliers’commitmenttomeetingtheexpectationsoftheircustomers.TheQuESTForumispleasedtopresentthisbookinacommonspiritofdelightingourcustomers.GeorgeC.Via,VerizonOlgaStriltschuk,MotorolaQuESTForum–ChairmanQuESTForum–ViceChairStevenWelch,SBCBarryD’Amour,NortelNetworksDonPickens,BellSouthJerryCates,CorningWilliamWessman,BostonKarl-HeinzAugenstein,AlcatelCommunicationsGroupMartyLustig,SPRINTMasahideSekiguchi,FujitsuSignatureonFileIsabelleCourville,BellCanadaMonicaGarcia,ComplasTL9000QualityManagementSystemRequirementsHandbook3.0iiiPrefacePrefaceTheQualityExcellenceforSuppliersofTelecommunicationsForum(QuESTForum)wasfoundedtofostercontinuedimprovementstothequalityandreliabilityoftelecommunicationsservice.ThefounderstookthecriticalinitialstepofestablishingacommonsetofqualitymanagementsystemrequirementsandmeasurementsbycreatingtheTL9000QualityManagementSystemRequirementsHandbookandtheTL9000QualityManagementSystemMeasurementsHandbook.Thesehandbooksaretheresultofacooperativeeffortamongmembersofthetelecommunicationsindustry.TheworkoftheQuESTForumyieldsbenefitstocustomers,theirsubscribers,andtheirsuppliers.MembershipiscomposedoftelecommunicationServiceProviders,Suppliers,andLiaisons.MembersfundandparticipateintheQuESTForum,havedefinedvotingrightsandareexpectedtocontributetotheworkoftheQuESTForum.MembersvoteonadoptionoftheTL9000structure,content,administration,andotherquestionscomingbeforetheQuESTForum.TheQuESTForumestablishesandmaintainsacommonsetofqualitymanagementsystemrequirementsandmeasurementsbuiltoncurrentlyusedindustrystandards,includingISO9001:2000.Therequirementsandmeasurementspromoteconsistencyandefficiency,reduceredundancyandimprovecustomersatisfaction.Theyalsoenablesupplierstoimprovequalityandreliability,reducecosts,andincreasecompetitiveness.TL9000QualityManagementSystemRequirementsHandbook3.0IvAcknowledgementsAcknowledgementsThestrengthoftheQuESTForumistheoutstandingcapabilitiesandcommitmentofthememberswhorepresenttheirrespectiveorganizationsattheQuESTForumandWorkGroupMeetings.ThisexceptionaltalentproducedthefirstTL9000QualityManagementSystemRequirementsHandbookinrecordtimeandnowhascompletedthismajorupdateinlessthaneighteenmonths.Individualswhosecompanieswerecustomers,suppliers,andcompetitorsaccomplishedtheupdateoftheRequirementshandbookthroughextraordinaryteamwork.ThisoutstandingaccomplishmentwasfacilitatedinpartnershipwiththeAmericanSocietyofQuality(ASQ)andTheUniversityofTexasatDallas(UTD).SpecialthanksfortheirconstantsupportandencouragementduringthelastthreeyearsofourdevelopmenttoDr.BillOsborne,DeanandDr.DouglasE.Harris,AssociateDean,ErikJonssonSchoolofEngineeringandComputerScienceandtoPaulBorawski,ASQExecutiveDirectorandBrianLeHouillier,ASQDirector,Programs&Operations.Personally,andfortheentireQuESTForum,IwouldliketothankthefollowingQuESTForumindividualsandcompaniesoftheRequirementsandOversightworkgroupsfortheirdirectcontributionstothisupdateoftheTL9000QualityManagementSystemRequirementsHandbook.JackPompeoQuESTForumProjectDirectorRequirementsWorkGroupLeaders:ChairBrendanPelanVerizonVice-Chair(2000)DebbieHearnTelcordiaVice-Chair(1999)MattLindsayTellabsOperations,Inc.SecretaryTamaMcBrideMotorolaTimeKeeperJeffreyRoseSumitomoElectricLightwaveSME(2000)RichardMorrowTheUniversityofTexasatDallasSME(1999)BobBrighamTelcordiaContributors:3MTelecomSystemsAdvancedFibreAlcatelThiernoDialloCommunicationsChandanBanerjeeADTRANMarkHodgesIanMackieCharlesO'DonnellRhondaSatorMarkM