session summaries

Tuesday, 16 September 2008

13:50 Concurrent Presentations

Session 1

Audit Management System
Dave Miller, Quality Manager, Motorola

PROBLEM / CONDITION: The problem was how to organize audits and present expectations and results to functional organizations. It can be very confusing for functional organizations as well as for quality management.

HOW THE PRACTICE WAS DEPLOYED: Working with an outside software firm, Motorola DVS created a database for TL9000 information, audit plans, and audit results. This database is available on an internal server, with appropriate access controls. This presentation will provide use cases for functional organizations, quality organizations, and auditors.

OUTCOMES AND RESULTS: This database, currently in initial deployment, serves as “one stop shopping” for TL9000 status for the 20+ functional organizations in one business unit. Quality, Senior management, and organization members can log into this application to see audit status, links to processes, and representative examples of evidence for each TL9000 item. Each organization can see what TL9000 clauses pertain to their organization, with descriptions and appropriate questions.

An Efficient, Integrated TL 9000–CMMI–EMS Audit Program

David Smith, Distinguished Member of Technology Team, Alcatel–Lucent

The Value of Internal Auditing Using the Process Approach

Frank Sidorowicz, TL 9000 Program Director, Orion Registrar, Inc.

Internal Auditing using a question checklist can be detrimental to finding holes in your company's quality management system. Using the Process Approach for internal audits will tie together production, service, and administrative processes through audit trails that can better define the actual root cause of problems uncovered during the audit.

Session 2

“Take–Home” Tool: An Agile–Developed, Web–Based System to Test and Record Employee Knowledge of Their Processes
Carl Vogel, Internal Quality and Productivity Consultant, Ulticom, Inc.

Your auditor asks, ”What evidence shows that your employees are competent and knowledgeable of their processes (TL 9000 Requirement 6.2.2)?“ It becomes difficult when you have offices and remote employees on multiple continents!

Using Agile, Ulticom developed an elegantly simple, web–based system of quizzes to test our workforce on procedures specifically required for their job. Its simplicity makes it so shareable; attendees can take home the concept and reproduce it on their own database platform. Our compliance has risen 10% since this system was implemented.

Take–home slides will identify the exact data elements, architecture, input screens, reports required for implementation.

Enhancing Software Patch Quality through Process Improvements
Ramesh KN, PMP, Group Project Manager, Infosys Technologies Limited

This presentation demonstrates how the product engineering practice at Infosys Technologies, a development partner for a leading OEM, achieved improvements in the quality of software patch delivered. The presentation will show the methodology adopted to analyze the TL9000 metric of a trunking node and a media gateway product to identify improvement areas and deploy findings that benefited the quality of the entire product line.

A Statistical Model to Ensure High Quality Transitioned Work
Qazi Ilyas, Quality Senior Manager, Alcatel–Lucent

A comprehensive statistical model was designed to evaluate the Quality of the Equipment Engineering Specifications produced at low–cost Engineering centers for various applications/technologies for US transitioned work.

The statistical model based on established practices was developed to achieve the acceptable Quality Level of transitioned work with the results of 100% screening during the certification and a Red Flag process when a certified technology fails two levels of surveillance screening.

15:40 Concurrent Presentations

Session 3

Supply Chain Sustainability through Collaborative Innovation
Stephen Bernard, Supply Chain Sustainability, Program Manager, Supply Chain and Fleet         Operations, AT&T Services, Inc.
Bob Boyle, Co-Lead, Global Strategic Sourcing - Energy & Environment Supply Chain and             Fleet Operations, AT&T Services, Inc.
Matthew Wilson, PhD, Client Development Manager and Principal Consultant, CH2M HILL

How do supply chain leaders respond effectively to global market drivers to implement sustainability best practices across multiple product and service streams. This panel presentation explores how innovative organizations integrate sustainable supply chain best practices into their overall sustainability strategy. Our work finds that sustainable supply chain deliverables are best established through a collaborative, interdisciplinary process that leverages key supply chain partnerships to enable equitable, dynamic and profitable solutions.

Session 4

Quality Improvement in Outsourcing Model
Niraj Agarwal, Business Manager, Infosys Technologies Limited, India

Infosys Technologies Limited–India, working for a telecom giant from the USA, has used Six–Sigma methodologies to study the current quality of the deliverables and identify process improvements. Actions taken to improve the existing robust processes resulted in increased quality of deliverables, performance of project and client satisfaction. By using proven Six–Sigma DMAIC methodology, project team defined the problem statement and goals. Verified achievement of 86.5% Quality Improvement, the best–in–class result, will be displayed in the presentation.

Benefits and Use Control Charts to Analyze TL 9000 and Process Metrics
Diana Fiddick, Vendor Manager II, EMBARQ Logistics

Control Charts can be used to analyze TL9000 and Process Metrics to determine areas needing improvement as well as in process capability and root cause analysis. In addition, control charts can help companies trend and benchmark their data.

Using Lean Six Sigma to Drive ROI in your TL 9000 QMS
Bob Clancy, Vice President, BIZPHYX
Mike Pope, Director of Quality, Hutton Communications

Many companies recently surveyed by QuEST Forum reported that they have received real benefits such as new business opportunities resulting from TL 9000, the telecommunications industry quality standard; but they have not seen hard dollar returns on investment or ROI. We believe Lean Six Sigma can help management by combining two tools, Lean and Six Sigma into a single approach designed to help managers identify specific areas of improvement and cost reduction within the quality system.

 

Wednesday, 17 September 2008

08:50 Concurrent Presentations

Session 5

Health Index for Sustenance Projects based on TL 9000 Metrics
Pranay Mishra, Lead Executive ? Quality, Aricent

Aricent has developed a performance measurement framework, Health Index, for maintenance projects aligned with TL9000 measurement system. This presentation demonstrates use of index number and statistical process control (SPC) methods to provide a mechanism for quantifying, tracking and improving _% meeting SLA  and thereby, customer satisfaction.

Application of Health Index has resulted in 24% improvement in _% Meeting SLA  (FRT) and 15% increase in customer satisfaction index in post sales support over two years.

Using ERI to Correlate Early Life Reliability to Manufacturing Data
Lester Wollman, Data Analyst / Statistician, Symmetricom

The ERI metric required by TL 9000 can be trended vs. RMA–received–date, but it is more useful to trend ERI vs. manufacture date to be able to correlate ERI to manufacturing data. This presentation compares methods to plot ERI vs. manufacture date, correlate high ERI to manufacturing data for the same time periods, compare trends for several products, and reduce waiting time for ERI data to allow quicker response.

Product Quality Metrics and Maintainability Measurement
Saurav Kanthi Chandra, Technical Architect, Infosys Technologies Limited

This presentation demonstrates how the Product Quality Metrics is benchmarked, tracked andanalyzed in different stages of software development lifecycle. It also includes how maintainability, so far a qualitative indicator of the code responsiveness to maintenance effort, has been quantified. The benefits were realized in terms of improvement in the quality of end product and increased customer satisfaction in specific cases.

Session 6

The Role of ADKAR Strategic Change Management Model in Deploying TL9000 Standard & Best Practices
Albert Kafka, Head of IT/MIS and QMO

Netcom’s attempt to deploy the TL 9000 was plagued with organization wide resistance to change. TL 9000 for Netcom meant Strategic Change; to deal with this challenge we adopted the ADKAR Model to support our TL 9000 project. As a result we experienced massive, measurable, profitable, positive change and improvements leading to right up to TL 9000 status; beyond certification we now have a completely aligned workforce committed to continuous improvement and growth.

Applying SOA to IT Program Management – Blueprint for a Service Delivery Framework
Rajeev Z Kozhikkattuthody, Architect, Tata Consultancy Services Limited

Service Oriented Architecture (SOA) principles and practices have gained widespread adoption as a technology paradigm, and arguably lesser adoption as a blue print for business optimization. This paper introduces the strategic relevance of SOA principles to enterprise wide IT program management. Using the case study of the Service Oriented Integration (SOI) program of a large Wireless Service provider, this paper discusses the strategic drivers, key challenges and TCS recommendations in developing a Service Delivery framework.

CMMI and ISO 9001/TL 9000 Integration and Automated Audit Program Management
Han Daphne Yan, Quality Engineer, Nortel

In adopting CMMI model, Nortel must also maintain ISO 9001 and TL 9000 registrations. It became apparent that we needed to revamp our audit program to integrate ISO 9001, TL 9000 and CMMI, and to manage dramatically increased audit requirements and coverage. The intent of this paper is to describe the re–design of Nortel R&D's internal quality audit program; the improvements introduced; and how operational challenges were addressed through an automated audit management tool.

10:45– Concurrent Presentations

Session 7

TL 9000 Measurements Automation for Accuracy and Consistency
James Hudec, Manager, TL 9000 Measurements and Data Delivery, Cisco Systems

This presentation demonstrates how Cisco Systems automated the monthly collection, approval, and reporting of TL 9000 R4.0 measurements to realize greater consistency and accuracy, as well as less recurring effort by data approvers. The TL 9000 Measurements Application draws its data from a corporate quality data sources, automatically applies the TL 9000 counting rules, and presents the resulting TL 9000 measurements to the subject matter experts (data approvers) along with the QuEST Forum MRS industry average data for the associated Product Category. The data approver can drill down into the detailed data usedto calculate the measurement. Once approved, the application aggregates the data by product category and transmits the data via XML to the MRS and receives and retains the DSR for future reference.

Desktop Intelligence Tool for TL Measurements
Alice Woo, Quality System Manager, Juniper Networks

Juniper Networks implemented an on–demand desktop intelligence tool with integrated query, reporting, validation, and analysis solution to access corporate databases directly from our desktop. Some of the key features designed into the tool are the flexibility of reporting data by product group, customer, and region for any given date range. The reports included the details to facilitate data validation and trend analysis. One of the many uses of the customer specific reports is for customer report card.

Improving the Data Quality in your Data Warehouse
Dinesh Gupta, Senior Consultant – BI Practice, Tata Consultancy Services Ltd.
Anup Ray, Senior Consultant – BI Practice, Tata Consultancy Services Ltd
David Whittington, Director of Enterprise Data Services, AT&T

Data Quality (DQ) ideally should be the forefront of any Business Intelligence implementation. Unfortunately this area is generally squeezed out from design owing to aggressive timelines and/or budgetary constraints.

This causes heartburns later due to dissatisfaction amongst business customers and haunts production support teams resulting in higher Total Cost of Ownership.

This presentation addresses the significance of how DQ initiatives can improve the value of data and benefit an organization. Good quality data provides confidence to the business users enabling them to certify and publish the data internally within organization as well as in open market.

Session 8

Consolidation of Nortel QMS and TL 9000 Registrations
Michel Lefebvre, Reliability Engineer, Nortel Networks

This presentation demonstrates how Nortel consolidated many different Quality Management
Systems into one single registration certificate in order to facilitate key process alignment. The presentation will show the methodology used to integrate different organizational cultures and demonstrates how a continuous improvement philosophy addresses not only processes and products but the Quality Management Structure as well.

Achieving Improvements Through Quality Processes With An Existing Tool
Dennis Smith, VP Quality, KMM Telecommunications

This presentation provides a view of how normal quality processes in KMM were improved while increasing productivity, reducing human error, saving time and materials, and adding value added while achieving TL 9000 compliance with the improved use of an existing tool. This presentation will explain the process changes that were done and how they enabled KMM to improve, and what areas of the TL9000 elements were improved upon.

Getting Excited About Management Review with Management Rigor
Joe Kunzer, Senior Manager, Quality Assurance, Tellabs, Inc.

Getting anyone excited about Management Review of the Corporate QMS might be a difficult task. Finding time with Busy Executives, Focused Senior Management, Directed Directors and over worked Managers. Collecting, analyzing and reviewing the critical factors of the Business and Quality Management Systems can be an overwhelming for both presenter and receiver.

Aligning with the goal to merge the North America facilities under one TL 9000 certificate, we faced the challenge of covering multiple facilities, each with their own Quality Management System (QMS). Through thorough planning and communication consolidated to a single Management Review hierarchy that supports the corporate structure while also serving the individual facilities and product lines. The new process, through application of Management Rigor ensure review measures and issues at the right level in the organization. The next step is to Go Global.

13:20– Concurrent Presentations

Session 9

An Effective Repair Supplier Report Card
Tom Yohe, Quality Director, Telmar Network Technology

This presentation describes how a TL 9000 measurement based supplier score card was developed and implemented to allow a merged company to manage the >50 repair suppliers it is using.

Optimization of the Management of an Extended Supply Chain by Integration of TL 9000 Measurements into the Management System
Christopher James, Vice President Quality Assurance, tii Network Technologies

The business model adopted by tii depends critically on the management of outsourcing manufacturing in low cost areas. By fully integrating the TL9000 system, particularly the metrics requirements, into the internal management structure tii has enhanced the ability to manage the extended supply chain and improved customer satisfaction levels. This paper describes the techniques used,focusing on the integration of TL 9000 metrics into the management system.

The Data Never Sleeps: How Sun Drives Quality Improvement
Lew Feucht, Chief Quality Officer, Worldwide Operations, Sun Microsystems, Inc.

Lew Feucht, Chief Quality Officer for Sun?s Supply Chain, will discuss the major principles that drive Sun's Quality Management System explaining how to assess the quality of your quality data, how to measure and reduce quality escapes, how to appropriately analyze product reliability, as well as methods to measure and drive improvement of customer quality performance based on TL9000 metrics. Because Sun has instrumented Quality throughout the supply chain as well as automated the analysis and triggering of alarms, we describe our QMS as "The Data Never Sleeps".

Session 10

Improving Mobile Handset Quality
Lynn Nicholson, Director Supply Chain Quality Engineering, AT&T

This presentation will describe the methods, successes and lessons learn in driving mobile handset quality improvement over the past 10 years from a service provider perspective. Traditional quality improvement methods have been implemented and modified to meet the unique challenges of this industry.Significant improvements have been achieved however additional improvements are needed. Lessons learned will discuss future plans on how to achieve even more improvement.

A New Paradigm for Quality of Service Management in Broadband Access
Jonathan Kline, Senior Product Line Manager, Alcatel–Lucent

Advances in technology are enabling next generation solutions for service assurance, troubleshooting and optimization of the Quality of Service in Broadband Access networks. For the deployment of high–speed triple–play services, these capabilities are critical success factors to deliver optimal end–user quality experience at an affordable cost.

These new solutions provide new insights for QuEST Forum for the evolution and extension of the metrics and best practices to capture the end–user experience of Service quality, which is only covered in a very basic manner by the existing outage measurements.

Establishing an Effective Quality Policy
Eileen Healy, President & CEO, Healy & Co

This presentation demonstrates a unique approach to quickly establishing an effective quality policy. The approach utilizes a non–for–profit 3rd party vendor that rents a quality policy for a nominal monthly fee and customizes the policy in a quality song, video and other collateral that bring the policy alive within the company. Each month the company must renew its commitment to its quality policy which serves as a reminder to ?use it or lose it?. This helps keep the policy alive.

15:15– Panel Discussion

Partnering That Works: TL 9000 Measurement Success Stories
David Hsiao, Cisco Systems
Beth Ford, AT&T
David Heinzelmann, Motorola
Mark Criscione, Motorola
Jessica Bennett, Verizon

By showcasing two collaborative relationships, one between AT&T and Cisco and another between Verizon and Motorola, this session highlights best practices in Customer–Supplier partnering. Joint reviews of key TL 9000 metric trends allow both parties to identify performance variances, compare local conditions to global data, investigate root cause, target specific improvement areas, and verify desired impact to Customer experience. From these illustrations you will learn what can be replicated in your Customer and Supplier relationships.

16:45– Panel Discussion

SOTS as a Partnership
Belle Kipping, Cisco Systems
Joan Lynn, TELUS Communications

SOTS needs to be promoted as a collobrative effort: both organizations need to have conversations to understand how the Service Provider collects and validates data, how the data is to be submitted to the Supplier. The Service Provider needs to understand how the Supplier uses the data and work with the Service Provider to finetune the process where needed. The panel will present real time experiences from both a Service Provider and Supplier. The style of the presentation will be interactive interview from both organizations to help the audience develop an appreciation for the key considerations of the data outage submission process and how it has benefited both organizations.