TL 9000 certification
The TL 9000 standard is published and managed by the QuEST Forum, which involves the world’s leading telecommunications companies. The standard is inspired by and transposes ISO 9001, extending it in such a way as to make it extremely flexible ad applicable to the telecommunications industry. It includes indicators and metrics for the measurement of the effectiveness of processes described in the standard handbook.
Requirements are the same as those set by ISO 9001, with the addition of a number of in-depth paragraphs specific for the telco industry. Each of these paragraphs can generally apply to:
- hardware manufacturers;
- software manufacturers;
- service providers;
and to any combination of the above.
Our services at a glance
Measurements and metrics
Measurements include practical and common aspects such as:
- basic measurements and metrics concerning different problems (number of problems, resolution time, delays), delivery time, service outage;
- measurements and metrics regarding hardware: replaceable components;
- measurements and metrics regarding software: quality of fixes, number of problems;
- measurements and metrics regarding services: actual transactions.
A specific metric can be applied to each specialization (hardware, software and services); each metric includes calculation rules and additional information to assess actual usability based on specific needs and on the production processes operating in the company
An additional interesting opportunity consists in storing data and information into a database managed by the University of Texas at Dallas, which can perform a comparative evaluation of a company’s performance in relation to other companies stored in the database in an entirely anonymous and confidential way. This provides a benchmark in terms of best, worst and average performance, and represents a valuable assessment opportunity.
Companies wishing to obtain the certification are required to store data into the database on a monthly basis, so as to collect constantly updated information on their performance which can be used as a competitive advantage over other companies.
TÜV Italia operates through an accredited organization owned by TÜV SÜD – our motherhouse – recognized by QuEST Forum. The certification process includes:
- system documentation review;
- analysis of actual measurement according to QuEST metrics;
- on-site standard compliance audit;
- issue of certificate based on the positive results of the above.
The certification is unrelated to ISO certifications and can only be issued by QuEST Forum-recognized certification bodies according to a proprietary scheme and through specialized auditors certified by QuEST Forum. This is to ensure maximum efficiency in the auditing process and the global validity of the certificate.
Obtaining a TL 9000 standard certification opens up new opportunities for companies on different global markets, not due to a formal standard but to the actual performance results of a company’s processes.