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About QuEST Forum

TL 9000

Performance Data Reports (PDRs)

Best Practices

Membership


About QuEST Forum

What is QuEST Forum?

  • The Quality Excellence for Suppliers of Telecommunications (QuEST) Forum is a unique partnership of telecommunications suppliers and service providers. Find out more about the organization's milestones.

What is the primary mission of the QuEST Forum?

  • To be the industry-leading telecommunications quality system with standardized performance measurements and share best practices through industry collaboration.

What are QuEST Forum’s main objectives?

  • To provide a collaborative global forum of industry leaders
  • To identify and share best practices
  • To harmonize global industry quality system requirements and measurements

What is the value of QuEST Forum to my organization?

  • There are many ways QuEST Forum provides value to its member organizations. Whether your company is a service provider, supplier, or a liaison to the telecom industry, find out why you should join.

TL 9000


What is the purpose of TL 9000?

  • TL 9000 defines the telecommunications quality management system requirements for the design, development, production, delivery, installation, and maintenance of products and services. It also provides a measurement system that, when implemented, allows a company to track performance and improve results.

Does my company have to be ISO 9000 certified before seeking TL 9000 registration?

  • Though the TL 9000 is derived from ISO 9001:2000, a company does not need ISO certification prior to seeking TL 9000 registration.

Do I need to be a QuEST Forum member to obtain TL 9000 registration?

  • Organizations can be TL 9000 registered independent of QuEST Forum Membership. However, QuEST Forum membership offers benefits like access to Performance Data Reports, Best Practices Knowledge Library, free unlimited registrations, and more.

How does an organization become registered to TL 9000?

  • Registration to TL 9000 will be granted by utilizing the third-party conformity assessment process from a recognized TL 9000 registrar. See How to Register to find out more.

How long will it take for my company to become TL 9000 certified?

  • The process can take from 6 to 18 months. It varies with the size of the company, existing quality management systems, scope of registration (hardware, software, and service), and the amount of dedicated internal and external resources to support this effort.

How much will a TL 9000 implementation cost?

  • It depends on the scope and magnitude of your project. Total costs will depend on the number of product categories to be registered, breadth of TL 9000 certification, external consultant and training resources needed.

Will the scope of TL 9000 registration allow for multiple sites and/or multiple products?

  • Yes. TL 9000 supports three distinct certifications: TL 9000-HW for hardware, TL 9000-SW for software, and TL 9000-SC for services. It allows for a registration to cover hardware, software, services, or any combination thereof.  The TL 9000 registration may include an entire company, an organizational unit, a facility, or a limited, defined product line as mutually agreed by the supplier and the registrar. The scope of TL 9000 registration will be clearly defined within the certificate.

Can a company that manufactures both hardware and software be registered separately?

  • Yes. The company can register for TL 9000-HW, TL 9000-SW, or both (TL 9000-HW, SW).

What are the measurements reported to QuEST Forum?

  • In keeping with the TL 9000 requirements, the Registration Management System (RMS) captures hardware, software, and service quality measurements for over 150 product categories. Categories are constantly refined to reflect the evolving technologies and new products.

Does TL 9000 have measurement systems in place for IT support, network monitoring, human resources, and organization efficiency to support internal operations?

  • QuEST Forum’s work groups are currently developing metrics for new technologies like VoIP, Broadband, wireless, etc. as well as in-process metrics. IT and network performance-related metrics will be covered by the new technologies and efficiency-related metrics by the in-process metrics.

What is included in the TL 9000 handbooks?

  • TL 9000 is a two-part system covering both management and measurement. The Requirements Handbook establishes and details hardware, software and services quality system requirements and provides a consistent set of parameters specific to the global telecommunications industry. This book is essential for telecom suppliers or service providers looking to improve quality and reliability while reducing the cost of poor quality.
  • The Measurements Handbook is a comprehensive guide to measurements processing, usage, responsibilities and requirements. This book defines the minimum set of performance measurements to assess progress and evaluate results of quality management system implementation.

Who will be responsible for maintaining TL 9000 handbooks?

  • The QuEST Forum is responsible for maintaining the TL 9000 Quality Management System Handbooks and is responsible for maintaining compatibility with other sets of requirements and standards.

How often are TL 9000 Quality Management System Requirements and Measurements Handbooks the updated?

  • The updates to the Requirements Handbook are synchronized with the ISO standard releases. The Measurement Handbook updates are made at regular intervals.

Are the TL 9000 handbooks available in languages other than English?

Where can I buy the TL 9000 handbooks?

  • The TL 9000 handbooks can be purchased online.

Are soft versions of the TL 9000 handbooks available?

  • Yes. Electronic versions [PDF] as well as one- time user license of the handbooks are available. QuEST Forum members can also buy a limited site license that allows members to install a copy of the handbooks on a single intranet network or multiple computers within one location or facility. For more information on site licenses, please contact the Forum Administrator.

How do I obtain training on TL 9000 Quality Management System Requirements and Measurements?

Performance Data Reports (PDRs)


What are the Performance Data Reports (PDR)?

  • PDRs provide industry-wide trend data on best in class, average and worst in class metrics for all the product categories. They are drawn from an exhaustive database of measurements reported by TL 9000 registered companies.

How can I access the Performance Data Reports (PDR)?

  • The PDRs are available online and are published on a quarterly basis. To access the PDRs, you can login.

Can non-QuEST Forum members access Performance Data Reports (PDRs)?

  • Non-QuEST members can only access data pertaining to their company and limited trend information. PDRs are available for a separate fee to non-QuEST Forum members (contact the Forum Administrator for more information). The benchmark data and industry trend reports are included in the QuEST Forum membership package.

Will everyone be able to see my company data?

  • Measurements data are guaranteed for anonymity and security and the identity of the reporting organizations is never revealed. The PDRs are statistical reports derived from the reported measurements data.

How does QuEST Forum ensure that my company information is anonymous and secure?

  • To meet exacting data security requirements, the data is entered via two independent systems, administered by University of Texas at Dallas. This double-blind feature preserves the security and anonymity of the data. Additionally, both systems are BS7799 certified to ensure system integrity.

Best Practices


Does QuEST Forum’s Best Practice Offerings (BPO) support only TL 9000?

  • No. QuEST Forum supports TL 9000 as well as other available quality systems used to improve business excellence. The Best Practices Conferences features best practices from all industries and regions.

When can my organization start benefiting from business excellence models?

  • QuEST Forum works with organizations at all stages of maturity on the QPS cycle, whether it be ISO 9000, TL 9000, or state, local and national business excellence models such as Baldrige National Quality Program, European Foundation of Quality Management (EFQM), and others.

My company is based in Asia. How can I be a part of the Best Practices Conferences?

  • QuEST Forum hosts regional Best Practices Conferences in Americas, Europe, and Asia that brings together local suppliers, service providers and liaison organizations. Check our events calendar for a location close to you.

Does my company have to be a QuEST Forum member to avail of the Best Practices offerings?

  • Companies do not need QuEST Forum membership to participate in Best Practices Conferences or purchase the Resource Handbooks. However, only QuEST Forum members have access to the Knowledge Library, coaching and mentoring services.

What Best Practices resources available in the Knowledge Library?

  • While QuEST Forum offerspresentation abstracts for review to the public through the Knowledge Library, the downloading of conference presentations, case studies, and white papers is limited to QuEST Forum members through login.

Membership


Who can become a member of the QuEST Forum?

  • QuEST Forum membership is open to service providers, suppliers and liaison organizations in the telecom industry.

How does an organization become a member of the QuEST Forum?

Do I need to be a QuEST Forum member to obtain TL 9000 registration?

  • No, organizations can gain TL 9000 registration independent of QuEST Forum Membership. However, QuEST Forum membership offers benefits like access to Performance Data Reports, Best Practices Knowledge Library, free unlimited registrations and more.

What are the membership categories?

  • Full Membership is available to service providers and suppliers; Member Affiliate for subsidiaries of full members, and Liaison Membership for registrars, accreditation bodies, training providers, consultants, trade associations and other organizations.

What are the membership fees?

  • Full membership fee is US$12,000 (Parent Company revenue >US$100 million) or US$5,000 (Parent Company revenue <US$100 million). The Member Affiliate fee is US$5,000; this is in addition to the Full membership fee. The Liaison Membership fee is US$ 3,500.

What is the Liaison Member category?

  • Liaisons can be classified as an organization, company, or government agency and include registrars, accreditation bodies, training providers, consultants, and trade associations. Liaison members can participate in QuEST Forum, regional and workgroup activities, but do not have voting rights.

What are the requirements to become a Liaison member?

  • A liaison member can be an organization, company, or government agency and engaged in business as follows:
    • Registrar/Certification body that is involved in the registration and/or certification process, especially in ISO 9000 and telecommunications industry
    • Accreditation body that accredits registrars
    • Training provider that offers training in the elements of a registration and/or certification process
    • Standards body that develop and maintain standards
    • Trade associations that represent an area of expertise that will provide valuable input to the QuEST Forum (e.g., The Independent Association of Accredited Registrars, IAAR)
  • Liaison members must be sponsored by two current full members to become a Liaison, thereby showing a direct benefit to the current members to join QuEST Forum.

What are the rights of Liaison members?

  • Liaison members do not have voting rights. However, they will be advised of QuEST Forum activities, may attend work group meetings, and submit comments for consideration.

What is the Member Affiliate category?

  • The Member Affiliate option was created to allow subsidiaries of existing QuEST Forum Full members to participate in the QuEST Forum in their own name, with certain voting rights restrictions.

Is there a limit to the number of subsidiaries that can become Member Affiliates?

  • Any or all subsidiaries of a Full member can become QuEST Forum Member Affiliates.

My company is a subsidiary of a parent company that is not a member of the QuEST Forum. Can we apply to become a Member Affiliate?

  • The Member Affiliate option is only available to those organizations whose parent company is an existing full member of the QuEST Forum. If the parent company is not a QuEST Forum full member, the subsidiary organization is deemed to be a full member until the parent company applies for membership. At such time, full membership may pass to the parent company.

Another subsidiary of our parent organization is a full member of the QuEST Forum. Can we still apply to become a Member Affiliate?

  • Yes. The first organization to apply for QuEST Forum membership, whether parent or subsidiary, is deemed to be the full member. Subsequent applications by subsidiaries will be considered Member Affiliates. The voting rights will be controlled by the full member. If the parent organization joins QuEST Forum, full membership may pass to the parent company. Download the Member Affiliate brochure (PDF, 73KB).

Can representatives from the full member and Member Affiliate(s) participate in the same work group?

  • Yes, full member and Member Affiliates can be part of the same work group. However, only one vote is allowed and the full member decides who can cast that vote.