TL 9000 is a quality management system for the design, development, production, delivery,
installation and maintenance of Telecommunications products and services. TL 9000
is the first unified set of quality system requirements and metrics designed specifically
for the Telecommunications industry. It encompasses ISO 9001 plus additional
industry-specific requirements. The creation of the TL 9000 standard marks the first
time the Telecommunications Industry has worked together to develop uniform quality
system requirements. TL 9000 is applicable to approximately 10,000 Telecommunications
suppliers worldwide. In addition to the ISO 9001 requirements, TL requirements include:
Reliability and associated costs
Software development and life-cycle management
Specialized service functions such as installation and engineering
Continuing communication between telecommunications service providers
Standardized performance measurements
Currently, the trend is manufacturers requiring compliance to TL 9000 as a minimum,
and possibly certification for their suppliers. By becoming TL 9000 compliant today,
suppliers can gain a distinct competitive advantage, and benefit from the improved
processes and continuous improvement that is the foundation of TL 9000 certified
Quality Management System.
Benefits of TL 9000 Telecommunications companies experience many benefits when becoming
TL 9000 certified, including:
Continuous improvement of service to subscribers
Enhanced customer/supplier relationships
Standardization of quality system requirements worldwide
Uniform performance and cost-based metrics
Efficient management of external audits and site visits
Overall cost reduction and increased competitiveness
Enhanced competitive position for conforming suppliers
Industry benchmarks for TL 9000 measurements
Why TL 9000
QUEST Forum has pursued a goal of global telecommunications quality and industry-wide
performance excellence through its TL 9000 standard. It accomplishes this goal in
By defining system requirements for the design, development, production, delivery,
installation and maintenance of telecom products and services and providing a measurement
system that allows companies to track performance and improve results
By eliminating the need for multiple quality management standards, which reduces
the cost of doing business and ultimately results in better products and services
By providing a consistent set of quality expectations to drive efficiency and performance
across the global telecom supply chain.
Who Benefits from TL 9000
Buyers benefit from assured consistent quality across all products and services
by using TL 9000 certified suppliers, along with significant cost savings of on-site
inspections. What's more, the Registration Management System (RMS) provides regular
performance data for analysis against industry benchmarks and objective product
or supplier evaluations.
Suppliers profit by conformance to TL 9000 standards, thus validating the quality
of product, services and customer care that they provide. It reduces the costs of
quality audits and helps create customized performance reports for current and potential
Both Service Providers and Suppliers gain from cost efficiencies and improved supplier
relationships across the supply chain. The TL 9000 certification guarantees that
suppliers have a QMS that has been systematically audited by an independent TL 9000
Organizations drive further product and service improvement through a strong commitment
to quality and business excellence, thus boosting their time-to-market and competitive
Requirements of TL 9000
Through TL 9000, it set out to achieve the following goals: Establish and maintain
a common set of telecom QMS requirements, which reduces the number of standards
for the industry
Foster a system that protects the integrity and use of telecom products
hardware, software and services.
Define effective cost and performance-based measurements to guide progress
and evaluate the results of QMS implementation.
Drive continual improvement and enhance customer relationships.
Leverage the industry conformity assessment process.
TL 9000: A Two-part Quality Management System
The TL 9000 standard is the telecom industry's unique extension to ISO 9001 and includes supplemental requirements in the following areas:
Performance measurements based on reliability of product.
Software development and life-cycle management.
Requirements for specialized service functions such as installation and
Requirements to address communications between telecom network operators
Reporting of quality measurement data to a central repository.
As a result, the TL 9000 is a two-part quality system with significant management
and measurement components. In particular, TL 9000 registered organizations are
required to comply with:
All requirements clauses of the International Standards ISO 9001.
Telecom-specific requirements that apply to all registrations.
Telecom-specific requirements that apply to hardware, software and/or
Telecom industry measurements that apply in all product categories
Telecom industry measurements that apply in certain product categories
specific to hardware, software and/or services.
The TL 9000 Requirements Handbook and Measurements Handbook provide exhaustive information
on both aspects of this quality management system.
TL 9000 Registration Process
TL 9000 registration process is fairly simple and straightforward with well-defined
stages and tasks. This process can take 6 - 18 months, depending on the size of
the organization, maturity of their quality management system, geographic dispersion
of its operations, available resources, and product categories to be TL 9000 certified.
The stages to a successful TL 9000 registration are:
Certificate of TL 9000 Registration
Pre-Registration Preparation Learn About TL 9000.The requirements of TL 9000 are documented in the TL
9000 Requirements Handbook, Release 4.0, which consists of 100% of ISO 9001
and 90 telecom-specific adders. QUEST Forum offers several introductory training
classes on TL 9000 for a quick overview. Some organizations hire consultants to
help them better understand the requirements of TL 9000. Select a Registrar. QUEST Forum requires organizations seeking TL 9000 certification
to work with a registrar to define the parameters of their certification early in
Define the Scope of Registration.It is critical to establish the organizational
scope of TL 9000, such as the product line, division, subsidiary or entire company.
It must then determine the products to be included under the scope of this registration.
In general, all products - hardware, software and services - involved in a process
or activity must be registered. Select the Registration Option. The registration options available are Hardware
(H), Software (S), and Services (V). An organization can choose all or any combination
of the options. This determines the additional TL 9000 specific requirements that
apply to the registration. Certain product categories may require a specific registration
Select the Product Categories. Once the registration scope and options are
finalized, the applicant can start mapping its products to the TL 9000 product categories.
TL 9000 has over a hundred product categories covering hardware, software and services.
Perform a Gap Analysis.The organization undertakes gap analysis and assessment
of its organization, operations and processes against the TL 9000 standards. Deficient
areas are identified, an action plan is created to close the gaps, plans and processes
are put into place, and resources are allocated to align the organization with TL
9000 requirements. The gap analysis can be conducted by internal or external consultants.
Schedule a TL 9000 Assessment Audit. The action plan will define the amount
of time needed to fully conform to TL 9000 requirements. The organization, jointly
with the registrar, schedules the initial assessment audit.
Once an organization has confirmed the scope, options and product categories for
its TL 9000 registration, it can apply for a TL 9000 registration by creating a
profile on the Registration Management System (RMS).
Pre-Audit Activities 1. Close Gaps and Report TL 9000 Measurements. Progress is evaluated through
internal audits and management reviews. All gaps must be resolved and completely
closed before the organization is deemed fully conformant with TL 9000. Three consecutive
months of TL 9000 measurements must be collected and reported to the Measurements
Repository System (MRS) as per the scope of registration. 2. Certificate of TL 9000 Registration. A certified registrar must verify
that all effective processes are in place, ensure the validity of TL 9000 measurements,
and clear all non-conformances. Then, the registrar can approve the application
online and mark the registration records as certified, which are now available for
public view. The organization is formally recognized as a certified TL 9000 registered
organization and receives a Certificate of TL 9000 Registration. 3. Submission of TL 9000 Measurements. All certified TL 9000 registered organizations
are required to submit TL 9000 data pertaining to their products. Data submissions
can be made online via a user interface, uploading a data template file, or through
machine to machine transmission on a monthly basis.
Continuing Audits and Maintenance
Regularly scheduled continuing audits of TL 9000 registrations are required for
surveillance and three-year re-assessments as per standard ISO/IAF guidelines. A
registrar authenticates the organization's documented system for measurement collection,
validation and reporting, and ensures that the TL 9000 measurements are used systemically
by the organization. The registrar also verifies that measurements are reported
to the Measurement Repository System (MRS), in full accordance with the TL 9000
Develop a Quality Manual is a high level document that outlines your intention to operate in a quality manner. It outlines why you are in business, what your intentions are, how you are applying the standard and how your business operates.
There are key steps that every company implementing a TL9000 will need to consider:
Purchase the Standard - Before you can begin preparing for your application, you will require a copy of the standard. You should read this and make yourself familiar with it.
Review support literature and software -
There are a wide range of quality publications and software tools designed to help
you understand, implement and become registered to a quality management system.
Assemble a team and agree on your strategy -
You should begin the entire implementation process by preparing your organizational
strategy with top management. Responsibility for a TL 9000 lies with Senior Management,
therefore it is vital that Senior Management is involved from the beginning of the
Consider Training -
Whether you are the Quality Manager seeking to implement a quality management system
or a Senior Manager who would like to increase your general awareness of TL 9000,
Guides etc there are a range of workshops, seminars and training courses available.
Review Consultancy Options - The consultancy is the 3rd party like Mehr Global Consultancy, You can receive advice from independent
consultants on how best to implement your quality management system. They will have
the experience in implementing a TL 9000 and can ensure you avoid costly mistakes.
Choose a Registrar -
The registrar is the 3rd party, like (Check with International Accreditation Forum
for the accredited certification body) who come and assess the effectiveness of
your quality management system, and issue a certificate if it meets the requirements
of the standard. Choosing a registrar can be a complex issue as there are so many
operating in the market. Factors to consider include industry experience, geographic
coverage, price and service level offered. The key is to find the registrar who
can best meet your requirements. A great place to start is by contacting us.
Develop a Quality Manual - T A Quality manual is a high level document that outlines your intention to operate
in a quality manner. It outlines why you are in business, what your intentions are,
how you are applying the standard and how your business operates.
Develop Support Documentation - This is typically a procedures manual that supports the Quality manual. Quite simply,
it outlines what you do to complete a task. It describes who does what, in what
order and to what standard.
Implement your Quality Management System - The key to implementation is communication and training. During the implementation
phase everyone operates to the procedures and collects records that demonstrate
you are doing what you say you are doing.
Consider a Pre-Assessment -
A pre-assessment by your registrar normally takes place about 6 weeks into the implementation
of the quality system. The purpose of the pre-assessment is to identify areas where
you may not be operating to the standard. This allows you to correct any areas of
concern you may have before the initial assessment.
Gain Registration -
You should arrange your initial assessment with your registrar. At this point the
registrar will review your TL 9000 and determine whether you should be recommended
Continual Assessment - Once you have received registration and been awarded your certificate, you can begin
to advertise your success and promote your business. To maintain your registration,
all you need to do is continue to use your quality system. This will be periodically
checked by your registrar to ensure that your Quality System continues to meet the
requirements of the standard.
TL 9000 QMS Registration
Registration to TL 9000 takes place when an accredited 3rd party visits an organization,
assesses the management system and issues a certificate to show that the organization
abides by to the principles set out in TL 9000.
Your Quality Management Systems certificate is a sign of acceptability which saves
you having to prove your quality standards to discriminating customers. TL 9000
speaks an international language.
Why need registration
Gaining registration to TL 9000 through various certification bodies will help your
organization flourish. Whether you are looking to operate internationally or to
expand locally to accommodate new business, TL 9000 will help you demonstrate to
customers that you have a commitment to quality. The regular assessment process will ensure you continually use, monitor and improve
your processes. Registration can improve overall performance, remove uncertainty and widen market