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■通信行业：TL 9000

动机与优势

TL 9000 是全球信息与通信技术（ICT）行业的质量管理标准。

运营层面的优势

· 降低产品生命周期管理、审核、供应商管理费用及整体运营成本

· 提升制造与服务过程的绩效、生产力及流程与产品的可靠性

· 加强生命周期管理及供应链效率

· 改善员工团队合作能力

· 提高外部审核及现场访问的效率

· 确保运营一致性

· 可量化绩效结果

客户关系方面的优势

· 帮助企业接触更广泛的客户群

· 增强市场竞争力

· 改进客户服务与整体满意度

· 建立收集与衡量质量和绩效数据的方法

· 通过聚焦于缩短周期时间、按时交付、退货率、可靠性及缺陷消除，展示对产品质量和客户价值的承诺

· 展示公司对持续改进的责任感与专注

· 有助于构建更牢固的客户/供应商关系

目标

1998 年，TIA-BPC 商业绩效委员会（前身为 QuEST 论坛）开发了 TL 9000 质量管理体系，以满足全球通信行业供应链的质量要求。TL 9000 的设立旨在实现以下目标：

· 建立并维护一套统一的通信行业质量管理体系要求，从而减少该行业使用的标准数量

· 推动一个能够保护通信产品硬件、软件和服务完整性与可用性的系统

· 制定基于成本与绩效的有效测量指标，以指导改进进程并评估 QMS 实施成果

· 推动持续改进，增强客户关系

· 利用行业一致性评估流程

标准要求

因此，TL 9000 是一个由管理要求和测量指标组成的双重质量管理系统。TL 9000 注册组织需符合以下要求：

· ISO 9001 国际标准中的所有要求条款

· 适用于所有注册组织的通用通信行业要求

· 针对硬件、软件和/或服务注册的通信行业特定要求

· 适用于所有产品类别的通用通信行业测量要求

· 针对特定硬件、软件和/或服务产品类别的通信行业测量要求

TL 9000 要求手册（Requirements Handbook）和测量手册（Measurements Handbook）对上述管理体系的各个方面提供了详尽说明。

TL 9000 质量管理体系要求组织持续改进其产品、服务或流程。为确保体系有效性并提供绩效基准，TL 9000 允许组织通过在线注册信息系统（RRS）输入其注册信息，并通过 TIA-BPC 网站访问可用于对标的数据和行业趋势报告。

TL 9000 的注册已被证实对服务提供方与供应商均有益。来自会员企业的案例研究和反馈显示，该体系可带来以下成效：

· 质量成本节省达 20%

· 准时交付率提高 40%

· 采购周期缩短 80%

· 首年退货率下降 25%

认证认可

Quality Austria Certification GmbH 自 2001 年起即依据奥地利联邦公报第 182 号法规获得 TL 9000 认证资格，是德语区欧洲国家中最早获得该资质的认证机构。

■Telecommunication: TL 9000

Motivation and benefits

TL 9000 is the worldwide standard for ICT – Information & Communication Technology-industry.

Operational Benefits

· Decreases costs of product life cycle management, audits, supplier management expenses, and general operations

· Delivers improvements in performance in manufacturing and service, productivity as well as reliability of processes and production

· Enhances life-cycle management and supply chain efficiencies

· Improves employee teamwork

· Increases the efficiency of external audits and site visits

· Ensures operational consistency

· Quantifies performance results

Customer Relationship Benefits

· Provides access to a greater customer base

· Enhances competitive position

· Improves customer service and overall satisfaction

· Establishes a method to gather and measure quality and performance data

· Demonstrates a commitment to product quality and customer value through focus on cycle-time reductions; on-time deliveries; return rates; reliability; and defect elimination

· Demonstrates the company’s accountability and focus on continual improvement

· Enables the development of stronger customer/supplier relationships

Objectives

In 1998, TIA-BPC Business Performance Community (formerly QuEST-Forum) developed the TL 9000 Quality Management System to meet the supply chain quality requirements of the worldwide telecommunications industry. TL 9000 is set out to achieve the following goals:

· Establish and maintain a common set of telecom QMS requirements, which reduces the number of standards for the industry

· Foster a system that protects the integrity and use of telecom products hardware, software and services

· Define effective cost and performance-based measurements to guide progress and evaluate the results of QMS implementation

· Drive continual improvement and enhance customer relationships

· Leverage the industry conformity assessment process

In 1998, TIA-BPC Business Performance Community (formerly QuEST-Forum) developed the TL 9000 Quality Management System to meet the supply chain quality requirements of the worldwide telecommunications industry. TL 9000 is set out to achieve the following goals:

· Establish and maintain a common set of telecom QMS requirements, which reduces the number of standards for the industry

· Foster a system that protects the integrity and use of telecom products hardware, software and services

· Define effective cost and performance-based measurements to guide progress and evaluate the results of QMS implementation

· Drive continual improvement and enhance customer relationships

· Leverage the industry conformity assessment process

Criteria

As a result, the TL 9000 is a two-part quality system with significant management and measurement components.
In particular, TL 9000 registered organizations are required to comply with:

· All requirements clauses of the international Standard ISO 9001

· Common telecom-specific requirements that apply to all registrations

· Telecom-specific requirements that apply to hardware, software and/or service registrations

· Common telecom industry measurements that apply in all product categories

· Telecom industry measurements that apply in certain product categories specific to hardware, software and/ or services

The TL 9000 Requirements Handbook and Measurements Handbook provide exhaustive information on both aspects of this quality management system.

The TL 9000 Quality Management System requires an organization to engage in continual improvement of products, services or processes. To ensure effectiveness and provide a performance baseline, TL 9000 enables organizations to input company TL 9000 registration information through the online Registration Repository System (RRS), and access benchmarkable data and industry trend reports through the TIA-BPC website.

Registration to TL 9000 has proven beneficial to both service providers and suppliers. Testimonials and case studies from member companies cite improvements such as a 20% savings in cost of quality; a 40% improvement in on-time deliveries; an 80% reduction in procurement cycle time; and 25% reduction in first year return rates.

Accreditation

Quality Austria Certification GmbH obtained the TL 9000 accreditation in a very early beginning phase since 2001 acc. to the Federal Law Gazette, 182nd Regulation and was the first in the German speaking area in Europe.

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