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TL90003 Telecommunications Forum (QuEST Forum) TL 9000 Quality Management System Requirements Handbook Release 3.0 Copyright Copyright _ __ _ 2001 Quality Excellence for Suppliers of Telecommunications Forum For further information, see the QuEST Forum web site at: :// questforum.org/ TL 9000 is a registered trademark of the Quality for Excellence for Suppliers of Telecommunications Forum. Sections of this document contain copyrighted material from a variety of sources; these sources are identified in the Bibliography of this handbook. The text highlighted in the boxes throughout this document is a verbatim reproduction of ISO 9001:2000. This text is copyrighted by the International Organization for Standardization. Not for resale. No part of this standard may be copied or reproduced in any form, including an electronic retrieval system, without the prior written permission of the American National Standards Institute, Inc., 11 West 42 nd Street, New York, NY 10036, which holds reproduction rights in the United States. Approved and Adopted by the QuEST Forum Effective March 31, 2001 TL 9000 Quality Management System Requirements Handbook 3.0 Ii Foreword Foreword The TL 9000 Quality Management System Requirements Handbook was prepared in a cooperative effort by the members of the Quality Excellence for Suppliers of Telecommunications (QuEST) Forum. From the outset the QuEST Forum’s goal has been to develop and maintain a consistent set of quality system requirements and measurements that, when implemented, will help provide telecommunications customers with faster, better and more cost-effective services. This book complements the TL 9000 Quality Management System Measurements Handbook with requirements that support Telecommunications industry service providers and their suppliers’ commitment to meeting the expectations of their customers. The QuEST Forum is pleased to present this book in a common spirit of delighting our customers. George C. Via, Verizon Olga Striltschuk, Motorola QuEST Forum – Chairman QuEST Forum – Vice Chair Steven Welch, SBC Barry D’Amour, Nortel Networks Don Pickens, Bell South Jerry Cates, Corning William Wessman, Boston Karl-Heinz Augenstein, Alcatel Communications Group Marty Lustig, SPRINT Masahide Sekiguchi, Fujitsu Signature on File Isabelle Courville, Bell Canada Monica Garcia, Complas TL 9000 Quality Management System Requirements Handbook 3.0 iii Preface Preface The Quality Excellence for Suppliers of Telecommunications Forum (QuEST Forum) was founded to foster continued improvements to the quality and reliability of telecommunications service. The founders took the critical initial step of establishing a common set of quality management system requirements and measurements by creating the TL 9000 Quality Management System Requirements Handbook and the TL 9000 Quality Management System Measurements Handbook. These handbooks are the result of a cooperative effort among members of the telecommunications industry. The work of the QuEST Forum yields benefits to customers, their subscribers, and their suppliers. Membership is composed of telecommunication Service Providers, Suppliers, and Liaisons. Members fund and participate in the QuEST Forum, have defined voting rights and are expected to contribute to the work of the QuEST Forum. Members vote on adoption of the TL 9000 structure, content, administration, and other questions coming before the QuEST Forum. The QuEST Forum establishes and maintains a common set of quality management system requirements and measurements built on currently used industry standards, including ISO 9001:2000. The requirements and measurements promote consistency and efficiency, reduce redundancy and improve customer satisfaction. They also enable suppliers to improve quality and reliability, reduce costs, and increase competitiveness. TL 9000 Quality Management System Requirements Handbook 3.0 Iv Acknowledgements Acknowledgements The strength of the QuEST Forum is the outstanding capabilities and commitment of the members who represent their respective organizations at the QuEST Forum and Work Group Meetings. This exceptional talent produced the first TL 9000 Quality Management System Requirements Handbook in record time and now has completed this major update in less than eighteen months. Individuals whose companies were customers, suppliers, and competitors accomplished the update of the Requirements handbook through extrao