TL 9000 Quality System Overview Michael Boyd
The TL 9000 Quality System Model • TL 9000 has all of the elements of ISO 9001, but with added • Focus on product testing and quality • Focus on customer services & relationships • Focus on defined measurements (Benchmarking) Goal of Improving HW/SW Products and Services for the Telecommunications Industry Product Lifecycle Model Quality Improvement Customer and Supplier Input Management Review
Bests Practices – People, Processes, Systems i. Direct is structured on the TL 9000 Quality System
Vision & Results for Implementing TL 9000
TL 9000 Companies • Best-in-class companies who have adopted the TL 9000 QMS • Equipment Providers: Motorola, Alcatel, Cisco, Juniper, Lucent, Nortel, Ciena, NTT, Siemens, Tellabs, Unisys • Manufacturers: Corning, Huawei, Intel, JDSU, Xilinx • Carriers: Verizon, AT&T, Bell. South, British Telecom • Standards: TUV, Telcordia, UL
Our Competition • Via. Sat – ISO 9001 Certified • Hughes Networking Systems – ISO 9001 Certified • No other competition has a certified quality system • i. Direct will have both the ISO 9001 and TL 9000 -H, V Certifications
i. Direct’s TL 9000 Quality Management System Scope i. Direct Operations ISO 9001: 2000 and TL 9000 -H, V • Satellite Systems Manufacturing and Test • Customer Support Service • Repair Service • Training • Installation
TL 9000 What We’ve Accomplished • Systems Implementation • Remedy – Customer/Product Technical Issue Tracking • Agile – Product Lifecycle; Documentation, Product BOM Control • Oracle – Order & Inventory Management; Financials • Measurements System • Tracking TL 9000 Measurements • Tracking company KPI Measurements through on-line reports • Send monthly performance reports to i. Support customers • Process Documentation • >60 documents to support the ISO 9001/TL 9000 requirements • New Product Introduction • X-functional meetings • Design & Requirements Reviews • Improved Validation Testing • Added ‘TAC Validation’ step for new SW/HW releases • 1 st Article Quality Inspection, prior to first customer shipment (FCS) • Tech Pubs customer-facing documentation review • 8 D Corrective Action Process • Formal Root Cause-Closed Loop Corrective Action Process – Agile
TL 9000 What We’ve Accomplished • Internal Audit Program • We continually assess our own internal people, processes, and systems and make corrective change, where needed. • Technical Out of Box Audit Inspections • Continually sample new inventory for quality compliance. • Customer Support Processes • World-Class TAC for technical call center support, network upgrades • Leveraging Remedy for Customer web-based requests, issue escalation & tracking • SLA control & measurement in Remedy to support “i. Support Program” • Automated customer feedback via Remedy emails, customer satisfaction, & crystal reports • RMA Process • Refined process leveraging Remedy (customer & supplier input) • Reduced RMA MTTR measure from 4 -6 months to 12 days
TL 9000 What We’ve Accomplished • Global Field Services & Support • Documented and integrated programs and processes, that are measureable • Customer hub installations, program management, training, technical pubs • Manufacturing and Test • Documented and integrated set of processes for controlling product mfg that includes: Planning, Purchasing, Manufacturing, Test, Quality, and Logistics • Our Contract MFG (Plexus) is integrated within i. Direct’s processes and systems • Contract MFG are monitored, measured, and audited • Product BOM & Documentation Revision Control • Contract MFG are tied directly into our Agile system change efficiency • Single-source of the truth in the Agile system
Quality
Quality Policy
Design for Quality – Product Lifecycle
Agile: Quality Management • • Issues Deviations 8 D Corrective Actions Stop Ships • The processes above are managed in Agile through Review & Signoff • Each can be associated to any item (Part or Document) in the Agile system
8 D Corrective Action Process • Formalized process of problem resolution (Agile – 8 D CAR) • 8 D (8 Gate methodology) • Problem Definition • Problem Measurement (Impact in %, $) • Containment (Stop Ship, Inspection & Sort) • Root Cause (Product/Process Investigation Cause(s)) • Corrective Change (Rework or Replacement) • Preventive Action (Process Improvement/Control) • Monitor (Satistical Process Control-SPC, Audit) • Summary (team congratulations, post mortem)
Quality Improvement Program • DOA Reduction • Out of Box Audit (OOBA) • Sampled inspection on FGI (warehouse goods) • Customer Satisfaction • TAC Service • RMA Service • Training Service • Component Replacement Reduction • Flash (U 118)
Supplier Quality • Supplier Qualification • Questionnaire • Audit • Qualification Build & Review • Manufacturer Quality Plan • Documented Plan in Agile • Manufacturing Quality Report • Bi-weekly yield and issue reports • Manufacturer Performance • Metrics: Supplier Scorecard
2008 Operations Performance Review Michael Boyd
Enterprise Performance Measurements (e. PM) Dashboard Current as of 7/7/08 9 AM est
Customer Satisfaction • 3 key surveys • Also, track Training Satisfaction • http: //idirectweb/qms/Reports/overall%20 cust%20 sat%20 rating. pdf
Customer Satisfaction Goal = 89
Customer Training Satisfaction
On Time Delivery Goal = 98%
Service Level Agreement (SLA) Goal = 95%
RMA MTTR Goal =< 10 Days
i. NFINITI Product Return Rate Goal =< 1. 0% 2008 YTD = 0. 20% Early Return Index (ERI) = 0. 31% (12/1/07 – 5/31/08) 12 month Return Index = 0. 60% (7/1/07 – 6/30/08) -Shipments: 34, 610 -Returns: 206
Скачать презентацию TL 9000 Quality System Overview Michael Boyd
6d17a3202f71b83f36352dbcff28b759.ppt