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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)

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the tl 9000 quality system model
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
Bests Practices – People, Processes, Systems

iDirect is structured on the TL 9000 Quality System

Customers

Suppliers

tl 9000 companies
TL 9000 Companies
  • Best-in-class companies who have adopted the TL 9000 QMS
    • EquipmentProviders: Motorola, Alcatel, Cisco, Juniper, Lucent, Nortel, Ciena, NTT, Siemens, Tellabs, Unisys
    • Manufacturers: Corning, Huawei, Intel, JDSU, Xilinx
    • Carriers: Verizon, AT&T, BellSouth, British Telecom
    • Standards: TUV, Telcordia, UL
our competition
Our Competition
  • ViaSat – ISO 9001 Certified
  • Hughes Networking Systems – ISO 9001 Certified
  • No other competition has a certified quality system
  • iDirect will have both the ISO 9001 and TL 9000-H,V Certifications
idirect s tl 9000 quality management system scope
iDirect’s TL 9000 Quality Management System Scope

iDirect 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
TL 9000What 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 iSupport 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
    • 1st Article Quality Inspection, prior to first customer shipment (FCS)
    • Tech Pubs customer-facing documentation review
  • 8D Corrective Action Process
    • Formal Root Cause-Closed Loop Corrective Action Process – Agile
tl 9000 what we ve accomplished9
TL 9000What 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 “iSupport 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 accomplished10
TL 9000What 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 iDirect’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
agile quality management
Agile: Quality Management
  • Issues
  • Deviations
  • 8D 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
8d corrective action process
8D Corrective Action Process
  • Formalized process of problem resolution (Agile – 8D CAR)
  • 8D (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
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 (U118)
supplier quality
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
customer satisfaction
Customer Satisfaction
  • 3 key surveys
  • Also, track Training Satisfaction
  • http://idirectweb/qms/Reports/overall%20cust%20sat%20rating.pdf
infiniti product return rate goal 1 0
iNFINITI Product Return RateGoal =< 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