TL9000 Requirements R40.pdf

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1、Licensed to:Alcatel,2006 July 12,For Internal Use Only,2006 QuEST Forum Quality Excellence for Suppliers of Telecommunications Forum (QuEST Forum)TL 9000 Quality Management System Requirements Handbook Release 4.0 Licensed to:Alcatel,2006 July 12,For Internal Use Only,2006 QuEST Forum Copyright 2006

2、 Quality Excellence for Suppliers of Telecommunications Forum For information about the QuEST Forum,visit the QuEST Forum website at questforum.org For TL 9000 specific information,visit the TL 9000 website at tl9000.org TL 9000 is a registered trademark of the Quality Excellence for Suppliers of Te

3、lecommunications 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

4、 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 42nd Street,New York,NY 10036,wh

5、ich holds reproduction rights in the United States.Approved and Adopted by the QuEST Forum Effective June 30,2006 Licensed to:Alcatel,2006 July 12,For Internal Use Only,2006 QuEST Forum Foreward TL 9000 Quality Management System Requirements Handbook 4.0 iii Foreword The TL 9000 Quality Management S

6、ystem Requirements Handbook was prepared in a cooperative effort by the global members of the Quality Excellence for Suppliers of Telecommunications(QuEST)Forum.Our goal is to continually advance the requirements and measurements handbooks.When this quality management system(QMS)is implemented,the r

7、esults will provide telecommunications customers with faster,better and more cost-effective services.Another major accomplishment is to continually update the TL 9000 QMS for technological and business advancements through input from world class companies.This book complements the TL 9000 Quality Ma

8、nagement System Measurements Handbook with requirements that support Telecommunications industry service providers and their suppliers commitment to meeting the expectations of their customers.TL 9000 registered companies must report the results of their products and services,which truly makes this

9、standard unique.The QuEST Forum is pleased to present this book in a common spirit of delighting our customers.2006 QuEST Forum Executive Board Raghu Rau,Chair Maureen Merkle,Vice Chair Motorola,Inc.AT&T Services,Inc.Jehangir Ardeshir Dave Ayers Tata Group Lucent Technologies Giuseppe Borrelli Micha

10、el Daigle Alcatel Verizon Communications Shunichi Fujii Everett McNair Fujitsu Corning Cable Systems Ron P.Ostrowski Oscar Primelles Cisco Systems,Inc BellSouth Peter Stangl Richard Woodruff Vodaphone Belgacom Licensed to:Alcatel,2006 July 12,For Internal Use Only,2006 QuEST Forum Preface The Qualit

11、y Excellence for Suppliers of Telecommunications(QuEST)Forum was founded to foster continued improvements to the quality and reliability of telecommunications service worldwide.The founders took the critical initial step of establishing a common set of quality management system requirements and meas

12、urements 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 worldwide members of the telecommunications industry.Over the years,the QuEST Forum workgroups

13、 with inputs from the entire QuEST Forum membership have improved the handbooks to ensure applicability to new technologies,and new product categories.As we have expanded QuEST Forum membership,the handbooks represent a global view.The work of the QuEST Forum yields benefits to service providers,the

14、ir subscribers,and their suppliers.Membership is composed of telecommunication Service Providers,Suppliers,and Liaisons.QuEST Forum Members are expected to actively participate in the QuEST Forum workgroups where the handbooks are discussed.QuEST Forum members have defined voting.QuEST Forum Members

15、 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 upon currently used industry standards,including ISO 9001:2000.T

16、he requirements promote consistency and efficiency,reduce redundancy and improve customer satisfaction.They also enable suppliers to improve quality and reliability,reduce costs,and increase competitiveness.Raghu Rau QuEST Forum 2006 Chair Senior Vice President,Motorola TL 9000 Quality Management Sy

17、stem Requirements Handbook 4.0 Licensed to:Alcatel,2006 July 12,For Internal Use Only,2006 QuEST Forum Acknowledgements Acknowledgements The strength of the QuEST Forum is the outstanding capabilities and commitment of the members who represent their respective companies at the QuEST Forum Regional

18、and Work Group Meetings.This exceptional group of talented industry leaders has produced this major update to the TL 9000 Quality Management System Requirements Handbook.These individuals from organizations around the globe included service provider,supplier,and liaison members within the Forum.They

19、 accomplished the update of the Requirements handbook through extraordinary teamwork by working together for the common good of this industry.Personally,and for the entire QuEST Forum,I would like to thank the following QuEST Forum individuals and companies for their direct contributions to this upd

20、ate of the TL 9000 Quality Management System Requirements Handbook 4.0.Don Pickens QuEST Forum Chief Operating Officer TL 9000 Quality Management System Requirements Handbook 4.0 v Licensed to:Alcatel,2006 July 12,For Internal Use Only,2006 QuEST Forum Acknowledgements The Release 4.0 version of the

21、 TL 9000 Quality Management Systems Requirements Handbook is the product of the Integrated Global Quality Requirements and Measurements Work Group and the Oversight Work Group of the QuEST Forum.Project Directors 2006 Rod Bothwell Motorola 2005 Brendan Pelan Verizon 2004 Kevin Calhoun Corning Cable

22、Systems 2003 Brendan Pelan Verizon 2002 Greg Fledman Motorola 2001 Brendan Pelan Verizon Contributors:ADC Telecommunications,Inc.Janet Rosenbaum ADTRAN Inc.Ed Bryan Michael Hoefer Ed Rohlfs Alcatel Nancy Bell Neil Duckworth Beckie White Tom Yohe American Cable Assemblies,Inc.Charlie McCarthy ANSI AS

23、Q National Accrediation Board(ANAB)Lori Scheid AT&T Inc.Beth Ford Percy Kimbrough Jim Lankford Bill McGreevy Kathy Parker Vuong Phi Michael Server Rick Werth BCGI Tareq Rahman Belgacom Marc Vandenberghe Bell Canada Jean-Normand Drouin Walter Mueller BellSouth Telecommunications Irv Briks Mort Burnet

24、t Archie McCain Joseph McKinney Tex R.Prater BIZPHYX,Inc.Bob Clancy Bookham David Broadbent Chris Hawnt British Telecommunications Steve Dickens Tony Korycki CABLCON Bryan Kadrich Sandy Laird Celestica International,Inc.Sonja Jauch Shalini Prabhakar Cisco Systems Syd Garrett Susan George Jim Hudec D

25、awn Perry Susan Zanner COBASYS Mike Paruszkiewicz Commscope Bobbi Trick Comverse Network Systems Ohad Appelbaum Elizabeth Tracy Corning Cable Systems Dave Barski Kevin Calhoun Jerry Cates Steve Cooper Joel Reece Deutsch Telecom AG Helmut Imlau Eagle Group USA Inc.Jill Kitka ECI Telecom Misha Ptak Em

26、erson Network Power Tina Sherrets Excel Partnership,Inc.Partick Dey Diane Faglon Ken Koffman Steve Obolewicz Karen Rawson Dave Sanicola Excel Partnership UK Alan Rutterford Extreme Networks Sophie Chen Fujitsu Shunichi Fujii Hong Kong Quality Assurance Agency(HKQAA)Nigel Croft Huawei Technologies Co

27、.,Ltd.Garry Clamp TL 9000 Quality Management System Requirements Handbook 4.0 vi Licensed to:Alcatel,2006 July 12,For Internal Use Only,2006 QuEST Forum Acknowledgements Intel Corporation SGS Systems and Services Certification Other Paul Boettcher Bret Barclay IQNet Association Brian Berry Ivan Menj

28、ivar Richard Billingslea Siemens Carrier Networks Rodolfo Stecco David Briggs JDSU Mark Young Clayton Brown Solectron Corporation Lily Tso Lamar Campbell Juniper Adriane Flavin Dale Carpenter Spirent Communications Tom Fortson Mario Casal Alice Woo Robin Williams Jerry Constance KEMA Registered Qual

29、ity Sumitomo Electric Lightwave Corp Amy Cotterman Pierre Salle Wesley Currin Lucent Technologies Jeff Rose Jack Davis Maria Borlik Superior Essex Communications LP Donnette DeKalb Andrzej Guzikowski Mike Donald Art Morrical Jules Fijux Rudy Frueboes Bob Nickerson Technofer Ltd.Japan Angela Hall Joh

30、n Walz Isao Uchida Johnny Hancock John Wronka Telcordia Technologies Mary Hattrick Motorola Andrea Hazlett John Russell Rod Bothwell Debbie Hearn Tellabs Rossanne Day Tom Hoeppner Joe Kunzer Tama McBride Sandy Holston Mark Shirahama Rhonda Sator Marguerite Hoover Telmar Network Usha Shah Bob Hungate

31、 Technology National Quality Assurance(NQA)Helen Jannasch Dean Henderson Martin Jansen Gary McMullin Chris Mooney DK Kinder Doug Theobald Tim Woodcome Andre LaPointe TUV America Inc.Nokia Rob Lindner Craig Casillas Erik Vasankari Matt Lindsay Frank Sidorowicz Nortel Peter Loew The University of Texa

32、s at Dallas Gail Lynn Oliver Chan Ernesto Matozzi Jim Dumouchelle Richard Morrow Beverly McClain Jeff Harpe Tyco Electronics Corporation Doug McCollough Robert Oakley Greg Blount Jim Oates Richard Pierrie Greg Masciana Jack Riskay Steve Power Underwriters Laboratory Inc.Felicia Roth Christopher West

33、 Linda Ziemnick Bob Schmitt Nippon Telegraph and Telephone(NTT)Unisys Laurie Schneider Jim Shields Dick Geesaman Hideyuki Aoki Jennifer Simcox Verizon Communications Inc.Hiroshi Inouchi Gary Simms Alan Beaudry Kanichiro Ono K.Suresh Sara Biser Pacific Network Supply,Inc.Pamela Sutton Gale Leonard Je

34、nny Perlingiero Andrea Tarantini James Lord Pyrsmian Communications Cables Lee Taylor Sheree Marshall Debbie Thomas Brendan Pelan Karen Smith Mark Watson Ron Resh Quality Management Institute Tom West GeNienne Samuels Luciano Posocco Stephen White Volt Information Sciences,Inc.Bill Wilson Charlie Ca

35、lv TL 9000 Quality Management System Requirements Handbook 4.0 vii Licensed to:Alcatel,2006 July 12,For Internal Use Only,2006 QuEST Forum Table of Contents Table of Contents SECTION 1 INTRODUCTION 1-1 SECTION 2 STRUCTURE 2-1 SECTION 3 TL 9000 ADMINISTRATION 3-1 SECTION 4 QUALITY MANAGEMENT SYSTEM 4

36、-1 4.1 GENERAL REQUIREMENTS 4-1 4.2 DOCUMENTATION REQUIREMENTS 4-2 SECTION 5 MANAGEMENT RESPONSIBILITY 5-1 5.1 MANAGEMENT COMMITMENT 5-1 5.2 CUSTOMER FOCUS 5-1 5.3 QUALITY POLICY 5-2 5.4 PLANNING 5-2 5.5 RESPONSIBILITY,AUTHORITY AND COMMUNICATION 5-3 5.6 MANAGEMENT REVIEW 5-4 SECTION 6 RESOURCE MANA

37、GEMENT 6-1 6.1 PROVISION OF RESOURCES 6-1 6.2 HUMAN RESOURCES 6-1 6.3 INFRASTRUCTURE 6-2 6.4 WORK ENVIRONMENT 6-2 SECTION 7 PRODUCT REALIZATION 7-1 7.1 PLANNING OF PRODUCT REALIZATION 7-1 7.2 CUSTOMER-RELATED PROCESSES 7-3 7.3 DESIGN AND DEVELOPMENT 7-5 7.4 PURCHASING 7-11 7.5 PRODUCTION AND SERVICE

38、 PROVISION 7-12 7.6 CONTROL OF MONITORING AND MEASURING DEVICES 7-16 SECTION 8 MEASUREMENT,ANALYSIS AND IMPROVEMENT 8-1 8.1 GENERAL 8-1 8.2 MONITORING AND MEASUREMENT 8-1 8.3 CONTROL OF NONCONFORMING PRODUCT 8-4 8.4 ANALYSIS OF DATA 8-5 8.5 IMPROVEMENT 8-5 TL 9000 REGISTRATION GUIDANCE GUIDANCE-1 GL

39、OSSARY GLOSSARY-1 BIBLIOGRAPHY AND ENDNOTE REFERENCE BIBLIOGRAPHY-1 TL 9000 Quality Management System Requirements Handbook 4.0 viii Licensed to:Alcatel,2006 July 12,For Internal Use Only,2006 QuEST Forum Table of Contents List of Figures FIGURE 2.1-1 THE TL 9000 MODEL.2-1 List of Tables TABLE 3.2-1

40、 REGISTRATION REQUIREMENTS BY SPECIALTY AREA.3-2 TL 9000 Quality Management System Requirements Handbook 4.0 ix Licensed to:Alcatel,2006 July 12,For Internal Use Only,2006 QuEST Forum Section 1-Introduction Section 1 Introduction The TL 9000 handbooks(TL 9000 Quality Management System Requirements H

41、andbook and TL 9000 Quality Management System Measurements Handbook)are designed specifically for the telecommunications industry to document industry quality management system requirements and measurements.The TL 9000 Quality Management System Requirements Handbook establishes a common set of quali

42、ty management system requirements for suppliers of telecommunications products:hardware,software,and services.The requirements are built on existing industry standards,including ISO 9001:2000.The TL 9000 Quality Management System Measurements Handbook defines a minimum set of performance measurement

43、s.The measurements are selected to measure progress and evaluate results of a quality management system implementation.The goals of TL 9000 are to 1.1 Goals foster quality management systems that effectively and efficiently protect the integrity and use of telecommunications products:hardware,softwa

44、re,and services,establish and maintain a common set of quality management system requirements,reduce the number of telecommunications quality management system standards,define effective performance-based measurements to guide progress and evaluate results of quality management system implementation

45、,drive continual improvement,enhance customer-organization relationships,and leverage industry conformity assessment processes.The purpose of TL 9000 is to define the telecommunications quality management system requirements for the design,development,production,delivery,installation,and maintenance

46、 of products:hardware,software,and services.TL 9000 includes performance-based measurements that quantify reliability and quality performance of these products.Suppliers of telecommunications,their customers,and the end subscribers will all benefit from the implementation of TL 9000.Expected benefit

47、s are 1.2 Purpose 1.3 Benefits of Implementation continual improvement of service to subscribers,enhanced relationships between the organization and its customers,standardization of quality management system requirements,efficient management of external audits and site visits,uniform measurements,ov

48、erall cost reduction and increased competitiveness,TL 9000 Quality Management System Requirements Handbook 4.0 1-1 Licensed to:Alcatel,2006 July 12,For Internal Use Only,2006 QuEST Forum Section 1-Introduction enhanced management and improved organization performance,and industry benchmarks for TL 9

49、000 measurements.The QuEST Forum maintains compatibility with other sets of requirements and standards.TL 9000 provides a telecommunications-specific set of requirements built on ISO 9001:2000.See the Bibliography for the standards and requirements that were considered during the development of TL 9

50、000.Characteristics of the TL 9000 relationship to other requirements are:1.4 Relationship to ISO 9001 and Other Requirements TL 9000 includes ISO 9001:2000.Future revisions of ISO 9001 will be incorporated into this standard.Conformance to TL 9000 constitutes conformance to corresponding ISO 9001:2