质量管理系统Requirements手册(1).docx

Quality Excellence for Suppliers ofTelecommunications Forum(QuEST Forum)TL 9000Quality Management SystemRequirements HandbookRelease 3.0CopyrightCopyright _ _ _ 2001 Quality Excellence for Suppliers of Telecommunications ForumFor further information,see the QuEST Forum web site at:http:/www.questforum.org/TL 9000 is a registered trademarkof theQuality for Excellence for Suppliers of Telecommunications Forum.Sections of this document contain copyrighted material from a variety of sources; these sources areidentified 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 ofthis standard may be copied or reproduced in any form, including an electronic retrieval system, withoutthe prior written permission of the American National Standards Institute, Inc., 11 West 42 nd Street, NewYork, NY 10036, which holds reproduction rights in the United States.Approved and Adoptedby theQuEST ForumEffectiveMarch 31, 2001TL 9000 Quality Management System Requirements Handbook 3.0IiForewordForewordThe TL 9000 Quality Management System Requirements Handbook wasprepared in a cooperative effort by the members of the Quality Excellence forSuppliers of Telecommunications (QuEST) Forum. From the outset the QuESTForums goal has been to develop and maintain a consistent set of qualitysystem requirements and measurements that, when implemented, will helpprovide telecommunications customers with faster, better and more cost-effectiveservices.This book complements the TL 9000 Quality Management SystemMeasurements Handbook with requirements that support Telecommunicationsindustry service providers and their suppliers commitment to meeting theexpectations of their customers.The QuEST Forum is pleased to present this book in a common spirit ofdelighting our customers.George C. Via, Verizon Olga Striltschuk, MotorolaQuEST Forum Chairman QuEST Forum Vice ChairSteven Welch, SBC Barry DAmour, Nortel Networks Don Pickens, Bell South Jerry Cates, CorningWilliam Wessman, Boston Karl-Heinz Augenstein, AlcatelCommunications GroupMarty Lustig, SPRINT Masahide Sekiguchi, FujitsuSignature on FileIsabelle Courville, Bell Canada Monica Garcia, ComplasTL 9000 Quality Management System Requirements Handbook 3.0iiiPrefacePrefaceThe Quality Excellence for Suppliers of Telecommunications Forum (QuESTForum) was founded to foster continued improvements to the quality andreliability of telecommunications service. The founders took the critical initial stepof establishing a common set of quality management system requirements andmeasurements by creating the TL 9000 Quality Management SystemRequirements Handbook and the TL 9000 Quality Management SystemMeasurements Handbook. These handbooks are the result of a cooperativeeffort 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 ServiceProviders, Suppliers, and Liaisons. Members fund and participate in the QuESTForum, have defined voting rights and are expected to contribute to the work ofthe 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 qualitymanagement system requirements and measurements built on currently usedindustry standards, including ISO 9001:2000. The requirements andmeasurements promote consistency and efficiency, reduce redundancy andimprove customer satisfaction. They also enable suppliers to improve qualityand reliability, reduce costs, and increase competitiveness.TL 9000 Quality Management System Requirements Handbook 3.0IvAcknowledgementsAcknowledgementsThe strength of the QuEST Forum is the outstanding capabilities andcommitment of the members who represent their respective organizations at theQuEST Forum and Work Group Meetings. This exceptional talent produced thefirst TL 9000 Quality Management System Requirements Handbook in recordtime and now has completed this major update in less than eighteen months.Individuals whose companies were customers, suppliers, and competitorsaccomplished the update of the Requirements handbook through extraordinaryteamwork.This outstanding accomplishment was facilitated in partnership with the AmericanSociety of Quality (ASQ) and The University of Texas at Dallas (UTD). Specialthanks for their constant support and encouragement during the last three yearsof our development to Dr. Bill Osborne, Dean and Dr. Douglas E. Harris,Associate Dean, Erik Jonsson School of Engineering and Computer Science andto Paul Borawski, ASQ Executive Director and Brian LeHouillier, ASQ Director,Programs & Operations.Personally, and for the entire QuEST Forum, I would like to thank the followingQuEST Forum individuals and companies of the Requirements and Oversightwork groups for their direct contributions to this update of the TL 9000 QualityManagement System Requirements Handbook.Jack PompeoQuEST Forum Project DirectorRequirements Work GroupLeaders: Chair Brendan Pelan VerizonVice-Chair(2000) Debbie Hearn TelcordiaVice-Chair(1999) Matt Lindsay Tellabs Operations, Inc.Secretary Tama McBride MotorolaTime Keeper Jeffrey Rose Sumitomo Electric LightwaveSME(2000) Richard Morrow The University of Texas at DallasSME(1999) Bob Brigham TelcordiaContributors:3M Telecom Systems Advanced Fibre AlcatelThierno Diallo Communications Chandan Banerjee ADTRAN Mark Hodges Ian MackieCharles O'Donnell Rhonda Sator Mark MooreMike RippeTom YoheTL 9000 Quality Management System Requirements Handbook 3.0vAcknowledgementsSBCEd FranckJim LankfordJudy PrzekopSteve StroupRick WerthSiemens ICNPat MuirraguiTom WestSorrento NetworksRichard LycetteSprintTim DinneenSumitomo Electric LightwaveGary BishopJeffrey RoseSymmetricomDonna SchillingJack RiskeyTelcordia TechnologiesBob BrighamDebbie HearnJohn RussellLeslie WolfeTeleCentricJack PompeoTellabs OperationsMatt LindsayTelmar NetworkTechnologyJerry ConstanceGary McMullinThe University of Texas atDallasRichard MorrowTyco ElectronicsGreg BlountVerizon CommunicationsAlan BeaudryBrendan PelanWorldcomRobert PaschkeJohn RosenowFlextronicsJohnny HancockFujitsuDoug McCulloughHekimian LaboratoriesRobin WilliamsLiebert CorporationLarry AblesTom BaldrickDale CarpenterDavid GiannamoreLucent TechnologiesRuth A. HarmanSandford LiebesmanJohn WronkaJohn WalzMarconiBret BarclayDon DenkMary HattrickBeverly McClainHarold MorrisonJennifer VidosMotorolaMary DemmertTama McBrideJim OsmanNEC AmericaDavid BarskiNokiaKaren RawsonDoug HallNortel NetworksRobert OakleyRichard PierriePaceonJim ShieldsQUALCOMMGrace WeaverQwestDon WilfordJerry KeintzAntecRob LindnerBob LichkayBill TaylorAstec Advanced PowerSystemsAndre LapointeAT&TKathy ParkerMichael ServerBell CanadaJean-Normand DrouinJean-Pierre QuoibionBellSouthTelecommunicationsTex PraterJoel SullivanBritish TelecommunicationsSteve DickensCharles IndustriesAngelo DiMonteVictor PotentChatsworth ProductsEdward GaickiCommWorksLaura CoplonJim OatesDavid StahlComverse Network SystemsBruce RozettElizabeth TracyCorningSteve CooperLen YoungEntelaRalph StoweEricssonVictor SandovalExcel PartnershipSteve ObolewiczDave SanicolaTL 9000 Quality Management System Requirements Handbook 3.0viAcknowledgementsAcknowledgementsOversight Work GroupLeaders: Chair Joe Taylor Tellabs Operations Vice-Chair Ron Basque ComplasSecretary Kim Hauswirth American Society for QualityContributors: Perry Johnson RegistrarsNicole MartinSBCJim McDonnellSiemens ICNKen KoffmanStat-A-MatrixRich WattsTekelecBen CraneTellabs OperationsJoe TaylorCorningSandy HolstonJoel ReeceExcel PartnershipDonna LockeIndependent Association ofAccredited RegistrarsChris ShillitoMarconiDonna ReinschMotorolaGreg FeldmanNortel NetworksJeff HarpeADC TelecommunicationsRandy PezonADTRANRandal WhortonAlcatelDave AikenRon LuttrullAmerican Society for QualityKim HauswirthBritish Standards Institution(BSI)Ky WhiteComplasRon BasqueThe QuEST Forum benefits from the continued and dedicated service of manyindividuals working towards the goals of the QuEST Forum. Without theseindividuals and their companys support, the QuEST Forum would not besuccessful in ensuring that the quality of telecommunication services to the end-userkeep pace with changing technological opportunities in the twenty-firstcentury.A Board of Directors guides the QuEST Forum activities through a strategic plan,which is implemented by work groups. The Requirements and Oversight workgroups are credited for producing this document and they would like to recognizethe individuals and companies that participated in the other work groups forproviding invaluable service in support of the overall QuEST Forum Mission.Business Excellence Acceleration Model (BEAM) Work GroupLeaders: Chair Gene Hutchison SBCVice-Chair Mary Hattrick MarconiVice-Chair Don Brown AlcatelSecretary/SME Tom Withey The University of Texas at DallasBritish TelecommunicationsAlex CuthbertsonMark WebsterComverse Network SystemsZvi RaviaAT&TRobert GrayBellSouthTelecommunicationsIrv BriksContributors:Agilent TechnologiesJohn MurrayAlcatelDon BrownIan MackieTL 9000 Quality Management System Requirements Handbook 3.0viiAcknowledgementsAcknowledgementsInfonetDan RussLucent TechnologiesSandford LiebesmanMarconiMary M. HattrickMotorolaGreg FeldmanNortel NetworksDaniel ProffitChristopher WestSBCGene HutchisonStephen StroupTelkom South AfricaMike DonaldTellabs OperationsMari SilveniusTelmar Network TechnologyGary McMullinThe University of Texas atDallasTom WitheyCorningSteve CooperLen YoungExcel PartnershipDavid MiddletonFlextronicsJohnny HancockFujitsuAshok DandekarGlenayre TechnologiesDeborah BrighamGovernance Work GroupLeaders: Co-Chair Jim McDonnell SBCCo-Chair Len Young CorningMotorolaGreg FeldmanNortel NetworksJeff HarpeSBCJim McDonnellTellabs OperationsJoe TaylorContributors:AlcatelRon LuttrullCorningLen YoungECI TelecomMisha PtakMarketing and Communications (Marcom) Work GroupLeaders: Chair Jack Pompeo TeleCentric Vice-Chair Ashok Dandekar FujitsuPerry Johnson RegistrarsNicole MartinQUASARDoug LucianiTellabs OperationsJoe TaylorTeleCentricJack PompeoAmerican Society for QualityJeff Weitzer Table of ContentsComplasRonald BasqueCorningJoel ReeceFujitsuAshok DandekarMarconiDonna ReinschContributors:ADC TelecommunicationsJerry LefeverRandy PezonADTRANRandal WhortonAlcatelDave AitkenRon LuttrullTL 9000 Quality Management System Requirements Handbook 3.0viiiAcknowledgementsMeasurements Work GroupLeaders: Chair Rick Werth SBCVice-Chair Matt Lindsay Tellabs OperationsSecretary ohn Walz Lucent TechnologiesTime Keeper Jeffery Rose Sumitomo Electric LightwaveSME Richard Morrow The University of Texas at DallasNokiaDoug HallKaren RawsonNortel NetworksJim DumouchellePaceonJim ShieldsQwestJerry KeintzDon WilfordSBCJim LankfordVuong PhiScott SukoRick WerthSiemens ICNKen KoffmanMark YoungSumitomo Electric LightwaveJeffrey RoseSymmetricomJack RiskeyTekelecAngela HallMichael WillisTelamonWilliam McLinnTelcordia TechnologiesDebbie HearnTellabs OperationsDuke DahmenDenise EcholsMatt LindsayTelmar Network TechnologyJerry ConstanceThe University of Texas atDallasRichard MorrowUnisysRichard GeesamanVerizon CommunicationsGalen AycockAlan BeaudryBrendan PelanRon ReshWorldComRobert PaschkeXerox CorporationBrian FannonCorningKevin CalhounSteve CooperCTDIJim McCormickEricssonVictor SandovalExcel PartnershipSteve ObolewiczDave SanicolaFlextronicsJohnny HancockFujitsuTom GarrisonHummingbirdMary HarmerJapan Quality AssuranceOrganization - JQAKatsuhiko HarutaKARLEEDavid BriggsJohn JenningsLiebert CorporationLarry AblesTom BaldrickDale CarpenterDave GiannamoreLucent TechnologiesDavid BisoneAri JainArt MorricalJohn WalzJohn WronkaManly-WilliamsLinda CueJohn ManlyMarconiBret BarclayDon DenkBeverly McClainJennifer VidosMotorolaJames FritschTama McBrideJim OsmanNetwork Access SolutionsLaurence RudolphContribut