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Quality Improvement Trends in Companies Using the TL 9000 Quality Management System
Sep 21, 2010 (02:09 PM EDT)

DALLAS, Sept. 21 /PRNewswire/ -- QuEST Forum unveiled its second report in a series on the state of communications quality at the 2010 Americas Best Practices Conference, 21-22 September in Atlanta, Georgia, USA.  The study, which covered a two year period from 2008 to 2009, utilized TL 9000 sustained performance data and focused on the measurements Number of Problem Reports (NPR) and Fix Response Time (FRT) for the Switching product family.

The highlights of the study are:

  • There was significant improvement across the product family in reducing the Number of Critical and Major Problems Reports over the two year period.  The Number of Critical Problem Reports decreased by more than 33% and the Industry Average for the Number of Major Problem Reports improved by just over 32%.
  • The Best-in-Class trend for the Number of Critical Problem Reports shows that the top performers continued to improve. Three of the six reporting product categories displayed perfect performance or zero Critical Problem Reports reported throughout the two year period.
  • Overall, the Industry Average for the Fix Response Time improved from 80% to 85%.  

The quality of products delivered by the TL 9000 certified companies improved during the study period. TL 9000 certified organizations are required to use the TL 9000 benchmarking data to continually evaluate and improve their performance and it is logical to conclude that the availability of this third party audited data accelerated their improvement.  While it can be surmised that the industry overall was bolstered by the improvement of the TL 9000 registered organizations, the data only substantiates that the companies using the TL 9000 QMS improved.

To obtain a complete copy of the report, please visit the TL 9000 website at or download via the following link.  

Formed in 1998, QuEST Forum is a unique collaboration of communications service providers and suppliers across the world dedicated to improving operational performance and supply chain quality and performance.  QuEST Forum unifies the global communications community through the implementation of TL 9000, a telecom-specific quality management system that is built on ISO 9001 and the eight quality principles.