Tl 9000: A Guide to Measuring Excellence in Telecommunications [Hardcover]

Alka Jarvis (Author)

Book Description

Publication Date: January 2001 | ISBN-10: 0873895096 | ISBN-13: 978-0873895095

The dynamic nature of telecommunications and the globalization of the industry has created a need for a set of quality standards to solidify industry practices. In 1998, the QuEST Leadership Forum produced the TL 9000 quality standards to accomplish just that. Now telecommunication companies are scrambling to understand and implement these standards within their organizations. To help with that task, the new book TL 9000: A Guide to Measuring Excellence in Telecommunications has been written to provide expert guidance to the standards and insights to implementing them in your organization.

Written by three experts who have worked on TL 9000 from its inception, this book is one of the most complete sources of information on the telecommunications standards. TL 9000: A Guide to Measuring Excellence in Telecommunications explains the standard in understandable terms, and provides examples and case studies from the industry. The book also provides many helpful tips on implementing the standards in any organization. All three authors were involved in the creation of TL 9000 a are well versed in the issues debated during the development of TL9000, the industry need to develop additional requirements beyond ISO 9001, and the identification of metrics that are aimed at driving continual improvement. They also have experience implementing their TL 9000 in their organizations.

Editorial Reviews

About the Author

Dr. Sandford Liebesman is ISO Manager for Corporate Quality & Customer Satisfaction, Lucent Technologies, where he is responsible for coordinating the TL 9000 and ISO 9000 efforts. He has over 27 years experience in quality assurance, reliability and quality management at AT&T, Bellcore and Lucent Technologies. Liebesman was a member of the international committee that developed ISO 9000:2000 and led the US Validation of the draft standards. He was also a contributor to the TL 9000 handbooks and has presented seminars on ISO 9000, TL 9000, total quality management and the MBNQA.

Alka Jarvis has 25 years of experience in software development, 12 of which have been in Total Quality Management. She is a Certified Quality Systems, ISO 9000 Lead Auditor (RAB) and also a Certified Quality Analyst. She has been a frequent invited speaker on quality assurance issues at International as well as domestic events and has worked in the quality management field in a variety of capacities for large organizations including Bank of America, Pacific Bell, Pacific Gas & Electricity, Apple Computers Inc. and Charles Schwab.

Ashok V. Dandekar is Director of Quality Management at Fujitsu Network Communications, Inc. where he was responsible for implementing the TL 9000 standard in Fujitsu’s Engineering division. He is a founding member of the requirements and metrics work groups of the QuEST Forum which worked to develop the Quality System Requirements and Quality System Metrics for the telecommunication industry, which gives him the unique perspective of having developed and implemented the TL 9000 standards. Dandekar has written articles and made many presentations on TL 9000 and the QuEST Forum around the world.

Product Details

• Hardcover: 168 pages
• Publisher: Amer Society for Quality (January 2001)
• Language: English
• ISBN-10: 0873895096
• ISBN-13: 978-0873895095
• Product Dimensions: 9.1 x 6 x 0.7 inches
• Shipping Weight: 1 pounds (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #2,929,401 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

2 of 2 people found the following review helpful:

5.0 out of 5 stars Clear explanation of an important telecom quality standard, July 6, 2001

By 

Mike Tarrani "www.tarrani.com" (Deltona, FL USA) - See all my reviews
(COMMUNITY FORUM 04)    (REAL NAME)   

This review is from: Tl 9000: A Guide to Measuring Excellence in Telecommunications (Hardcover)

This book is akin to the Rosetta Stone for decoding the TL 9000 quality management system. TL 9000 is currently defined by two documents, both of which are available from Amazon: TL 9000 Quality Management System Requirements Handbook (Book 1, Release 3.0) and TL 9000 Quality Management System Measurements Handbook (Book 1, Release 3.0). Like any other standards documents these are terse (the System Requirements Handbook is 100 pages and the System Measurements Handbook is 200 pages), and are written to be an unambiguous as possible.

While terseness and lack of ambiguity are qualities one would want in a standards document, they make for onerous reading when you're trying to understand the standard in the first place. This book explains the TL 9000 standard, its goals and objectives, and its elements in a readable style that you'll appreciate if you've had to plow through the two handbooks cited above. It also gives a good summary of the registration and accreditation process.

If you're researching TL 9000, but do not know exactly what it is, how it applies to you or whether or not you should buy a book on the subject the following may help.

WHAT: TL 9000 is a quality standard for service, hardware and software providers to the telecommunications industry. The standard is under the cognizance of the QuEST Forum (Quality Excellence for Suppliers of Telecommunications), which currently has 13 service provider and 101 supplier members.

TL 9000 Release 3.0 is aligned to ISO 9001:2000, so understanding that standard is also essential (I recommend ISO 9001:2000 Explained by Cianfrani, Tsiakals and West). You can envision TL 9000 as a multi-layered model with ISO 9000 as the umbrella that provides the governing structure, with a set of common TL 9000 requirements below that are telecommunication-specific and govern hardware, software and service requirements. Under the requirements layer is another layer of TL 9000 metrics that apply to hardware, software and services.

WHY: If your company is one of an estimated 10,000 world-wide suppliers of hardware, software or services to the telecommunications industry being TL 9000 registered may make the difference between your company's continued success or eventual failure if you're not registered.