【正文】 Quality Excellence for Suppliers ofTelemunications Forum(QuEST Forum)TL 9000Quality Management SystemRequirements HandbookRelease CopyrightCopyright _ __ _ 2001 Quality Excellence for Suppliers of Telemunications ForumFor further information,see the QuEST Forum web site at:TL 9000 is a registered trademarkof theQuality for Excellence for Suppliers of Telemunications 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 verbatim 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 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 IiForewordForewordThe TL 9000 Quality Management System Requirements Handbook wasprepared in a cooperative effort by the members of the Quality Excellence forSuppliers of Telemunications (QuEST) Forum. From the outset the QuESTForum’s goal has been to develop and maintain a consistent set of qualitysystem requirements and measurements that, when implemented, will helpprovide telemunications customers with faster, better and more costeffectiveservices.This book plements the TL 9000 Quality Management SystemMeasurements Handbook with requirements that support Telemunicationsindustry service providers and their suppliers’ mitment to meeting theexpectations of their customers.The QuEST Forum is pleased to present this book in a mon spirit ofdelighting our customers.George C. Via, Verizon Olga Striltschuk, MotorolaQuEST Forum – Chairman QuEST Forum – Vice ChairSteven Welch, SBC Barry D’Amour, Nortel Networks Don Pickens, Bell South Jerry Cates, CorningWilliam Wessman, Boston KarlHeinz Augenstein, AlcatelCommunications GroupMarty Lustig, SPRINT Masahide Sekiguchi, FujitsuSignature on FileIsabelle Courville, Bell Canada Monica Garcia, ComplasTL 9000 Quality Management System Requirements Handbook iiiPrefacePrefaceThe Quality Excellence for Suppliers of Telemunications Forum (QuESTForum) was founded to foster continued improvements to the quality andreliability of telemunications service. The founders took the critical initial stepof establishing a mon set of quality management system requirements andmeasurements by creating 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 telemunications industry.The work of the QuEST Forum yields benefits to customers, their subscribers,and their suppliers. Membership is posed of telemunication 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 structure, content,administration, and other questions ing before the QuEST Forum.The QuEST Forum establishes and maintains a mon set of qualitymanagement system requirements and measurements built on currently usedindustry standards, including ISO 9001:2000. The requirements andmeasurements promote consistency and efficiency, reduce redundancy andimprove customer satisfaction. They also enable suppliers to improve qualityand reliability, reduce costs, and increase petitiveness.TL 9000 Quality Management System Requirements Handbook IvAcknowledgementsAcknowledgementsThe strength of the QuEST Forum is the outstanding capabilities andmitment 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 pleted this major update in less than eighteen months.Individuals whose panies were customers, suppliers, and petitorsacplished the update of the Requirements handbook through extraordinaryteamwork.This outstanding acplishment was facilitated in partnership with the AmericanSociety of Quality (ASQ) and 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 Executive Director and Brian LeHouillier, ASQ Director,Programs amp。 Operations.Personally, and for the entire QuEST Forum, I would like to thank the followingQuEST Forum individuals and panies of the Requirements and Oversightwork groups for their direct contributions to this update of the TL 9000 QualityManagement System Requirements Handbook.Jack PompeoQuEST Forum Project DirectorRequirements Work GroupLeaders: Chair Brendan Pelan VerizonViceChair(2000) Debbie Hearn TelcordiaViceChair(1999) Matt Lindsay Tellabs Operations, In