TL9000QualityManagementSystem

1、 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:TL 9000 is a regi

2、stered 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 ve

3、rbatim 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

4、 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 Req

5、uirements 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 implement

6、ed, 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

7、 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, SBCBarry DAmour, Nortel NetworksDon Pickens, Bell South Jerry Ca

8、tes, CorningWilliam Wessman, Boston Karl-Heinz Augenstein, AlcatelCommunications GroupMarty Lustig, SPRINT Masahide Sekiguchi, FujitsuSignature on FileIsabelle Courville, Bell CanadaMonica Garcia, ComplasTL 9000 Quality Management System Requirements Handbook 3.0iiiPrefacePrefaceThe Quality Excellen

9、ce 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 cre

10、ating 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 subs

11、cribers,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 structu

12、re, 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

13、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 Qu

14、EST 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 ma

15、jor 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) an

16、d 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 Exe

17、cutive 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

18、 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 Sumit

19、omo Electric LightwaveSME(2000) Richard Morrow The University of Texas at DallasSME(1999) Bob Brigham TelcordiaContributors:3M Telecom SystemsAdvanced FibreAlcatelThierno DialloCommunicationsChandan BanerjeeADTRANMark HodgesIan MackieCharles O'DonnellRhonda SatorMark MooreMike RippeTom YoheTL 90

20、00 Quality Management System Requirements Handbook 3.0vAcknowledgementsSBCEd FranckJim LankfordJudy PrzekopSteve StroupRick WerthSiemens ICNPat MuirraguiTom WestSorrento NetworksRichard LycetteSprintTim DinneenSumitomo Electric LightwaveGary BishopJeffrey RoseSymmetricomDonna SchillingJack RiskeyTel

21、cordia TechnologiesBob BrighamDebbie HearnJohn RussellLeslie WolfeTeleCentricJack PompeoTellabs OperationsMatt LindsayTelmar NetworkTechnologyJerry ConstanceGary McMullinThe University of Texas atDallasRichard MorrowTyco ElectronicsGreg BlountVerizon CommunicationsAlan BeaudryBrendan PelanWorldcomRo

22、bert PaschkeJohn RosenowFlextronicsJohnny HancockFujitsuDoug McCulloughHekimian LaboratoriesRobin WilliamsLiebert CorporationLarry AblesTom BaldrickDale CarpenterDavid GiannamoreLucent TechnologiesRuth A. HarmanSandford LiebesmanJohn WronkaJohn WalzMarconiBret BarclayDon DenkMary HattrickBeverly McC

23、lainHarold MorrisonJennifer VidosMotorolaMary DemmertTama McBrideJim OsmanNEC AmericaDavid BarskiNokiaKaren RawsonDoug HallNortel NetworksRobert OakleyRichard PierriePaceonJim ShieldsQUALCOMMGrace WeaverQwestDon WilfordJerry KeintzAntecRob LindnerBob LichkayBill TaylorAstec Advanced PowerSystemsAndr

24、e LapointeAT&TKathy ParkerMichael ServerBell CanadaJean-Normand DrouinJean-Pierre QuoibionBellSouthTelecommunicationsTex PraterJoel SullivanBritish TelecommunicationsSteve DickensCharles IndustriesAngelo DiMonteVictor PotentChatsworth ProductsEdward GaickiCommWorksLaura CoplonJim OatesDavid Stah

25、lComverse Network SystemsBruce RozettElizabeth TracyCorningSteve CooperLen YoungEntelaRalph StoweEricssonVictor SandovalExcel PartnershipSteve ObolewiczDave SanicolaTL 9000 Quality Management System Requirements Handbook 3.0viAcknowledgementsAcknowledgementsOversight Work GroupLeaders: Chair Joe Tay

26、lor Tellabs OperationsVice-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 Partne

27、rshipDonna LockeIndependent Association ofAccredited RegistrarsChris ShillitoMarconiDonna ReinschMotorolaGreg FeldmanNortel NetworksJeff HarpeADC TelecommunicationsRandy PezonADTRANRandal WhortonAlcatelDave AikenRon LuttrullAmerican Society for QualityKim HauswirthBritish Standards Institution(BSI)K

28、y 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 ser

29、vices 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

30、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 Mar

31、coniVice-Chair Don BrownAlcatelSecretary/SME Tom Withey The University of Texas at DallasBritish TelecommunicationsAlex CuthbertsonMark WebsterComverse Network SystemsZvi RaviaAT&TRobert GrayBellSouthTelecommunicationsIrv BriksContributors:Agilent TechnologiesJohn MurrayAlcatelDon BrownIan Macki

32、eTL 9000 Quality Management System Requirements Handbook 3.0viiAcknowledgementsAcknowledgementsInfonetDan RussLucent TechnologiesSandford LiebesmanMarconiMary M. HattrickMotorolaGreg FeldmanNortel NetworksDaniel ProffitChristopher WestSBCGene HutchisonStephen StroupTelkom South AfricaMike DonaldTell

33、abs OperationsMari SilveniusTelmar Network TechnologyGary McMullinThe University of Texas atDallasTom WitheyCorningSteve CooperLen YoungExcel PartnershipDavid MiddletonFlextronicsJohnny HancockFujitsuAshok DandekarGlenayre TechnologiesDeborah BrighamGovernance Work GroupLeaders: Co-Chair Jim McDonne

34、ll SBCCo-ChairLen Young CorningMotorolaGreg FeldmanNortel NetworksJeff HarpeSBCJim McDonnellTellabs OperationsJoe TaylorContributors:AlcatelRon LuttrullCorningLen YoungECI TelecomMisha PtakMarketing and Communications (Marcom) Work GroupLeaders: Chair Jack Pompeo TeleCentricVice-Chair Ashok Dandekar

35、 FujitsuPerry Johnson RegistrarsNicole MartinQUASARDoug LucianiTellabs OperationsJoe TaylorTeleCentricJack PompeoAmerican Society for QualityJeff Weitzer Table of ContentsComplasRonald BasqueCorningJoel ReeceFujitsuAshok DandekarMarconiDonna ReinschContributors:ADC TelecommunicationsJerry LefeverRan

36、dy PezonADTRANRandal WhortonAlcatelDave AitkenRon LuttrullTL 9000 Quality Management System Requirements Handbook 3.0viiiAcknowledgementsMeasurements Work GroupLeaders: Chair Rick Werth SBCVice-ChairMatt Lindsay Tellabs OperationsSecretary ohn Walz Lucent TechnologiesTime Keeper Jeffery Rose Sumitom

37、o Electric LightwaveSMERichard Morrow The University of Texas at DallasNokiaDoug HallKaren RawsonNortel NetworksJim DumouchellePaceonJim ShieldsQwestJerry KeintzDon WilfordSBCJim LankfordVuong PhiScott SukoRick WerthSiemens ICNKen KoffmanMark YoungSumitomo Electric LightwaveJeffrey RoseSymmetricomJa

38、ck RiskeyTekelecAngela HallMichael WillisTelamonWilliam McLinnTelcordia TechnologiesDebbie HearnTellabs OperationsDuke DahmenDenise EcholsMatt LindsayTelmar Network TechnologyJerry ConstanceThe University of Texas atDallasRichard MorrowUnisysRichard GeesamanVerizon CommunicationsGalen AycockAlan Bea

39、udryBrendan PelanRon ReshWorldComRobert PaschkeXerox CorporationBrian FannonCorningKevin CalhounSteve CooperCTDIJim McCormickEricssonVictor SandovalExcel PartnershipSteve ObolewiczDave SanicolaFlextronicsJohnny HancockFujitsuTom GarrisonHummingbirdMary HarmerJapan Quality AssuranceOrganization - JQA

40、Katsuhiko HarutaKARLEEDavid BriggsJohn JenningsLiebert CorporationLarry AblesTom BaldrickDale CarpenterDave GiannamoreLucent TechnologiesDavid BisoneAri JainArt MorricalJohn WalzJohn WronkaManly-WilliamsLinda CueJohn ManlyMarconiBret BarclayDon DenkBeverly McClainJennifer VidosMotorolaJames FritschT

41、ama McBrideJim OsmanNetwork Access SolutionsLaurence RudolphContributors:ADTRANCharles ODonnellAdvanced FibreCommunicationsMark FischerMark HodgesRhonda SatorAlcatelBob CicelskiJim KoPeter LoewJune MillerSteven QuigleyTab RabalaoTom YoheAntecBob LichkayRob LindnerAstec Advanced PowerSystemsRoger Dau

42、naisAndre LapointeAT&TKathy ParkerMichael ServerBell CanadaJean-Normand DrouinBellSouthTelecommunicationsEd BallingtonMort BurnettTex PraterBoston CommunicationsGroupTareq RahmanBritish TelecommunicationsSteve DickensCelestica CorporationPaul PettingerCharles IndustriesAngelo DiMonteVictor Poten

43、tCommWorksJames OatesComverse Network SystemsBruce RozettElizabeth TracyTL 9000 Quality Management System Requirements Handbook 3.0ixAcknowledgementsSupply Chain Work GroupLeaders: Chair David Briggs KARLEEVice-Chair Greg Lilly Nortel NetworksEricssonRon HershbergerExcel PartnershipDonna LockeFlextr

44、onicsEllen EvansJohnny HancockFujitsuJoe BartnickiMatthew WeirGraybar ElectricJack EvansIECQ/ECCBCharles PackardJDS UniphaseDavid HallKARLEEDavid BriggsLiebertLarry AblesHang TanLucent TechnologiesAndrea LongMike MuskyManly-WilliamsJohn ManlyMarconiJohn WheelerMasterwork ElectronicsScott WoodsMotoro

45、laJim OsmanNetwork & Cable ProductsJay ChenaultCorky RobertsNokiaDouglas HallNortel NetworksGreg LillyNQAChris MooneyPulsecomRobert HungateQUALCOMMGrace WeaverSCI SystemsKen CraneStat-A-MatrixHal EnglishSuperior TelecommunicationsJules FijuxEric PerryTelcordia TechnologiesJohn RussellTeleCentric

46、Jim CarmichaelTyco ElectronicsGreg MascianaVerizonGalen AycockContributors:ActernaAndrzej KozakADCJerry LefeverSoundar RajanAgilent TechnologiesBrent WahlAlcatelPhil DudleyArtesyn TechnologiesScott IrelandMichael SullivanAT&TMike ServerAtlanta Cable SalesBryan GluttingBellSouthTelecommunications

47、Joel SullivanBookham TechnologyNick WhiteleyCelesticaPaul PettingerComplasFred DennyCorningJoel ReeceLeonard YoungECI TelecomMisha PtakTraining Work GroupLeaders: Chair Rosemarie Moskow SBCVice-Chair Jeff Harpe Nortel NetworksStat-A-MatrixPaul BermanJim Gerardtelcobuy Shannon KohlenbergerMonica Eskr

48、idgeNortel NetworksJeff HarpePulsecomMisha PtakSBCJim McCormickRosemarie MoskowContributors:CTDIJim McCormickExcel PartnershipJoe DeCarloSteve ObolewiczDonna LockeTL 9000 Quality Management System Requirements Handbook 3.0XTable of Contents目录表Table of Contents目录表SECTION 1 INTRODUCTION 1-1第一部分 简介SECT

49、ION 2 STRUCTURE 2-1第二部分 结构SECTION 3 TL 9000 ADMINISTRATION 3-1第三部分 TL 9000管理SECTION 4QUALITY MANAGEMENT SYSTEM 4-1第四部分 质量管理体系 4.1 GENERAL REQUIREMENTS 4-1一般要求4.2 DOCUMENTATION REQUIREMENTS4-24.2 文件要求 SECTION 5 MANAGEMENT RESPONSIBILITY 5-1第五部分 管理责任 5.1 MANAGEMENT COMMITMENT5-1 管理义务5.2 CUSTOMER FOCUS

50、 5-1 客户中心5.3 QUALITY POLICY5-2 质量方针5.4 PLANNING5-2 计划5.5 RESPONSIBILITY, AUTHORITY AND COMMUNICATION5-3 责任，权力和联系5.6 MANAGEMENT REVIEW5-4 管理评论 SECTION 6 RESOURCE MANAGEMENT6-1第六 部分 资源管理 6.1 PROVISION OF RESOURCES6-1 资源供应6.2 HUMAN RESOURCE6-1 人力资源6.3 INFRASTRUCTURE6-2 基础组织6.4 WORK ENVIRONMENT 6-2 工作环境

51、SECTION 7 PRODUCT REALIZATION 7-1第七部分 产品实现 7.1 PLANNING OF PRODUCT REALIZATION 7-1产品实现的计划7.2 CUSTOMER-RELATED PROCESSES 7-3相关客户程序7.3 DESIGN AND DEVELOPMENT 7-5设计和开发7.4 PURCHASING7-10采购7.5 PRODUCTION AND SERVICE PROVISION 7-12生产和服务供应7.6 CONTROL OF MONITORING AND MEASURING DEVICES7-16监测设备的控制SECTION 8 MEASUREMENT, ANALYSIS AND IMPROVEMENT 8-1第八部分 测量，分析和改进8.1 GENERAL8-1 总述8.2 MONITORING AND MEASUREMENT8-1 监测8.3 CONTROL OF NONCONFORMING PRODUCT8-4 不合格品控制8.4 ANALYSIS OF DATA8-5 数据分析8.5 IMPROVEMENT 8-5 改进TL 9000 Quality Management System Requirements H