【正文】 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 42 nd Street, New York, NY 10036, which holds reproduction rights in the United States. Approved and Adopted by the QuEST Forum Effective March 31, 2020 TL 9000 Quality Management System Requirements Handbook Ii Foreword Foreword The TL 9000 Quality Management System Requirements Handbook was prepared in a cooperative effort by the members of the Quality Excellence for Suppliers of Telemunications (QuEST) Forum. From the outset the QuEST Forum’s goal has been to develop and maintain a consistent set of quality system requirements and measurements that, when implemented, will help provide telemunications customers with faster, better and more costeffective services. This book plements the TL 9000 Quality Management System Measurements Handbook with requirements that support Telemunications industry service providers and their suppliers’ mitment to meeting the expectations of their customers. The QuEST Forum is pleased to present this book in a mon spirit of delighting our customers. Gee C. Via, Verizon Olga Striltschuk, Motorola QuEST Forum – Chairman QuEST Forum – Vice Chair Steven Welch, SBC Barry D’Amour, Nortel Networks Don Pickens, Bell South Jerry Cates, Corning William Wessman, Boston KarlHeinz Augenstein, Alcatel Communications Group Marty Lustig, SPRINT Masahide Sekiguchi, Fujitsu Signature on File Isabelle Courville, Bell Canada Monica Garcia, Complas TL 9000 Quality Management System Requirements Handbook iii Preface Preface The Quality Excellence for Suppliers of Telemunications Forum (QuEST Forum) was founded to foster continued improvements to the quality and reliability of telemunications service. The founders took the critical initial step of establishing a mon set of quality management system requirements and measurements 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 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 Service Providers, Suppliers, and Liaisons. Members fund and participate in the QuEST Forum, have defined voting rights and are expected to contribute to the work of the 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 quality management system requirements and measurements built on currently used industry standards, including ISO 9001:2020. The requirements and measurements promote consistency and efficiency, reduce redundancy and improve customer satisfaction. They also enable suppliers to improve quality and reliability, reduce costs, and increase petitiveness. TL 9000 Quality Management System Requirements Handbook Iv Acknowledgements Acknowledgements The strength of the QuEST Forum is the outstanding capabilities and mitment of the members who represent their respective anizations at the QuEST Forum and Work Group Meetings. This exceptional talent produced the first TL 9000 Quality Management System Requirements Handbook in record time and now has pleted this major update in less than eighteen months. Individuals whose panies were customers, suppliers, and petitors acplished the update of the Requirements handbook through extraordinary teamwork. This outstanding acplishment was facilitated in partnership with the American Society of Quality (ASQ) and The University of Texas at Dallas (UTD). Special thanks for their constant support and encouragement during the last three years of our development to Dr. Bill Osborne, Dean and Dr. Douglas E. Harris, Associate Dean, Erik Jonsson School of Engineering and Computer Science and to Paul Borawski, ASQ Executive Director and Brian LeHouillier, ASQ Director, Programs amp。Donnell Rhonda Sator Mark Moore Mike Rippe Tom Yohe TL 9000 Quality Management System Requirements Handbook v Acknowledgements Antec Rob Lindner Bob Lichkay Bill Taylor Astec Advanced Power Systems Andre Lapointe ATamp。T Robert Gray BellSouth Telemunications Irv Briks British Telemunications Alex Cuthbertson Mark Webster Comverse Network Systems Zvi Ravia vii Acknowledgements Acknowledgements Corning Steve Cooper Len Young Excel Partnership David Middleton Flextronics Johnny Hancock Fujitsu Ashok Dandekar Glenayre Technologies Deborah Brigham Governance Work Group Leaders: CoChair Jim McDonnell SBC CoChair Len Young Corning Contributors: Alcatel Ron Luttrull Corning Len Young ECI Tele Misha Ptak Marketing and Communications (Mar) Work Group Leaders: Chair Jack Pompeo TeleCentric ViceChair Ashok Dandekar