copyright 2005 welcome to the great lakes tl 9000 sig tl 9000 requirements release 3.0 to release...

Copyright 2005

Welcome to The Great Lakes TL 9000 SIGTL 9000 Requirements

Release 3.0 to Release 4.0 Differences

Bob ClancyVice President,BIZPHYX, Inc.

Dallas TL 9000 SIG, TL 9000 RequirementsDallas TL 9000 SIG, TL 9000 RequirementsRelease 3.0 to Release 4.0 DifferencesRelease 3.0 to Release 4.0 Differences

Copyright 2005

• General comments– TL 9000 is still based on ISO 9001:2000 just as before– The number of adders has increased from 81 to 90 – a net increase

of 9– Broadened the scope of certain requirements to other registration

categories– Many adders have changed to or from requirements for documented

procedures, methods, and/or processes– Added testing and verification requirements (regression, document

verification, stress, abnormal conditions, and system)


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• Transitioning to Release 4.0– TL 9000 Release 4.0 has an effective date of June 30, 2006,

R 3.0 or R 4.0 can be used now– Release 4.0 MUST be used as the standard to conduct

audits on or after July 1, 2007– Complete your transition at least 90 days prior to July 1,

2007– Develop a project plan– Organization should order new handbooks from QuEST

Forum at www.questforum.org– Recruit help of subject matter experts– Analyze the changes and develop new strategies– Implement the changes and train employees– Conduct internal audit and address findings


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• Documented Procedure– Often may include processes and

methods but must be documented. For example, the standard requires a Document Control Procedure.

• Method– Is a means by which an activity is

accomplished which is not necessarily documented but is demonstrated to be consistent and effective throughout the organization.

• Process– Is a series of steps and actions-but it

may or may not be documented. A process is not always required to be documented.

Documented Procedures, Methods, or Processes?

Document Control Procedure

Possible methods for writing a Document Control Proceduremight include, “all text”, text

and flow charts, or flow charts only

Basic process for document approval

Draft Review Approve


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4.2.3.C.1 Control of Customer Supplied Documents and Data – The organization shall establish and maintain a documented procedure(s) to control all customer-supplied documents and data (e.g., network architecture,

topology, capacity, installation termination assignments, drawings, and database) if these documents and data influence the realization

and/or support of the product

4.2.3.C.1 Control of Customer Supplied Documents and Data – The organization shall establish and maintain a documented procedure(s) to control all customer-supplied documents and data (e.g., network architecture,

topology, capacity, installation termination assignments, drawings, and database) if these documents and data influence the realization

and/or support of the product


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5.2.C.2 Customer Communication Procedures Methods – The organization shall establish and maintain methods for communicating with selected customers to share expectations, to solicit and consider customer input

for quality planning activities, and to ensure product quality improvement. The outcome of customer communication should generate actions for

resolving identified issues and provide opportunities for improving customer satisfaction.

5.2.C.2 Customer Communication Procedures Methods – The organization shall establish and maintain methods for communicating with selected customers to share expectations, to solicit and consider customer input

for quality planning activities, and to ensure product quality improvement. The outcome of customer communication should generate actions for

resolving identified issues and provide opportunities for improving customer satisfaction.


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5.4.2.C.1 Long- and Short-Term Quality Planning - The organization’s quality planning activities shall include long and short-term plans with goals for improving quality and customer satisfaction. The plans shall address business factors relevant to the organization and its customers, including performance objectives established jointly with selected customers. Performance to these goals shall be monitored and reported. These plans shall address:a. Cycle timeb. Customer servicec. Trainingd. Coste. Delivery commitments, andf. Product reliability

5.4.2.C.1 Long- and Short-Term Quality Planning - The organization’s quality planning activities shall include long and short-term plans with goals for improving quality and customer satisfaction. The plans shall address business factors relevant to the organization and its customers, including performance objectives established jointly with selected customers. Performance to these goals shall be monitored and reported. These plans shall address:a. Cycle timeb. Customer servicec. Trainingd. Coste. Delivery commitments, andf. Product reliability


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6.2.2.C.2 Quality and Process Improvement Concepts – Those employees that have a direct impact on the quality of the product, including top

management, shall be trained in and apply the fundamental concepts of continual improvement, problem solving, and customer satisfaction.

6.2.2.C.2 Quality and Process Improvement Concepts – Those employees that have a direct impact on the quality of the product, including top

management, shall be trained in and apply the fundamental concepts of continual improvement, problem solving, and customer satisfaction.


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6.2.2.C.3 - Product Quality Training Opportunity Awareness – Where training that affects product quality is required, the organization shall implement methods to ensure employees are enabled to participate. Methods should addressa) communication of training opportunities, andb) availability of training.

6.2.2.C.3 - Product Quality Training Opportunity Awareness – Where training that affects product quality is required, the organization shall implement methods to ensure employees are enabled to participate. Methods should addressa) communication of training opportunities, andb) availability of training.


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6.2.2.C.6 - Hazardous Conditions Training Content – Where the potential for hazardous conditions exists, training content shall include a) task execution, b) personal safety and appropriate protective equipment,c) awareness of hazardous environment, andd) equipment protection.

6.2.2.C.6 - Hazardous Conditions Training Content – Where the potential for hazardous conditions exists, training content shall include a) task execution, b) personal safety and appropriate protective equipment,c) awareness of hazardous environment, andd) equipment protection.


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6.3.C.1 Infrastructure – The organization shall identify critical areas of the infrastructure and provide for the security needed to protect these areas. Security restoration plans shall be developed and

periodically assessed.

6.3.C.1 Infrastructure – The organization shall identify critical areas of the infrastructure and provide for the security needed to protect these areas. Security restoration plans shall be developed and

periodically assessed.

New


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7.1.C.1 Life Cycle Model - The organization shall establish and maintain an integrated set of guidelines method(s) that covers the life cycle of its

products. This framework The method(s) shall contain, as appropriate, the processes, activities, and tasks involved in

the concept, definition, development, introduction, production, operation, maintenance, and

(if required) disposal of products, spanning the life of the products.

7.1.C.1 Life Cycle Model - The organization shall establish and maintain an integrated set of guidelines method(s) that covers the life cycle of its

products. This framework The method(s) shall contain, as appropriate, the processes, activities, and tasks involved in

the concept, definition, development, introduction, production, operation, maintenance, and

(if required) disposal of products, spanning the life of the products.


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7.1.C.2 New Product Introduction Procedure – DELETED!7.1.C.2 New Product Introduction Procedure – DELETED!


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7.1.C.3.2 Disaster Recovery - Disaster Recovery – The organization shall establish and maintain documented plans for disaster recovery to ensure the organization’s ability to recreate and service the

product throughout its life cycle.

7.1.C.3.2 Disaster Recovery - Disaster Recovery – The organization shall establish and maintain documented plans for disaster recovery to ensure the organization’s ability to recreate and service the

product throughout its life cycle.


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7.1.C.4.3 End of Life Planning – The organization shall establish and maintain a documented procedure(s) for the discontinuance of manufacturing and/or support of a product. by the operation and service organizations. The documented procedure(s) should includea) cessation of full or partial support after a certain period of time,b) archiving product documentation and software,c) responsibility for any future residual support issues,d) transition to the new product, if applicable, ande) accessibility of archive copies of data.

7.1.C.4.3 End of Life Planning – The organization shall establish and maintain a documented procedure(s) for the discontinuance of manufacturing and/or support of a product. by the operation and service organizations. The documented procedure(s) should includea) cessation of full or partial support after a certain period of time,b) archiving product documentation and software,c) responsibility for any future residual support issues,d) transition to the new product, if applicable, ande) accessibility of archive copies of data.


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7.1.S.3C.4 Tools Management – The organization shall ensure that internally developed software and/or tools used in the product life cycle are subject

to the appropriate quality method(s).

7.1.S.3C.4 Tools Management – The organization shall ensure that internally developed software and/or tools used in the product life cycle are subject

to the appropriate quality method(s).


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7.2.2.C.1 Closure Tracking – All actions resulting from requirements reviews shall be tracked to closure.

7.2.2.C.1 Closure Tracking – All actions resulting from requirements reviews shall be tracked to closure.

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7.2.2.C.2 Contract Review – The organization shall establish and maintain review process that should includea) product acceptance criteria and criteria review process,b) method(s) for handling problems detected after product acceptance, including customer complaints,c) plan(s) for removal and/or correction of nonconformities after applicable warranty period or during product maintenance contract period,d) identification of risks and possible contingencies,e) adequate protection of proprietary information,f) definition of the organization's responsibility with regard to outsourced work,g) activities carried out by customer, including the customer's role in requirements, specifications and acceptance,h) facilities, tools, and software items to be provided by the customer, andi) all referenced standards and procedures.

7.2.2.C.2 Contract Review – The organization shall establish and maintain review process that should includea) product acceptance criteria and criteria review process,b) method(s) for handling problems detected after product acceptance, including customer complaints,c) plan(s) for removal and/or correction of nonconformities after applicable warranty period or during product maintenance contract period,d) identification of risks and possible contingencies,e) adequate protection of proprietary information,f) definition of the organization's responsibility with regard to outsourced work,g) activities carried out by customer, including the customer's role in requirements, specifications and acceptance,h) facilities, tools, and software items to be provided by the customer, andi) all referenced standards and procedures.

New


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7.2.3.C.2 Problem Severity – Except for those products specifically excluded from severity level reporting, the organization shall assign severity levels to

customer-reported problems based on the impact to the customer in accordance with the definitions of critical, major, and minor problem reports contained in the glossary of this the TL 9000 Measurements

Handbook. The severity level shall be used in determining the timeliness of the organization’s response.

7.2.3.C.2 Problem Severity – Except for those products specifically excluded from severity level reporting, the organization shall assign severity levels to

customer-reported problems based on the impact to the customer in accordance with the definitions of critical, major, and minor problem reports contained in the glossary of this the TL 9000 Measurements

Handbook. The severity level shall be used in determining the timeliness of the organization’s response.


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7.2.3.C.4 Customer Feedback - The organization shall establish and maintain a documented procedure(s) to provide the customer with feedback on

their problem reports in a timely and systematic manner.

7.2.3.C.4 Customer Feedback - The organization shall establish and maintain a documented procedure(s) to provide the customer with feedback on

their problem reports in a timely and systematic manner.


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7.3.5.C.1 Verification of Documentation – The organization shall verify the customer and/or user documentation prior to product delivery.

7.3.5.C.1 Verification of Documentation – The organization shall verify the customer and/or user documentation prior to product delivery.

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7.3.5.HS.1 Stress Testing – The organization shall test the product under conditions, including, but not limited to, out-of-boundary and invalid

input conditions, high volume and peak load simulations, and operational errors.

7.3.5.HS.1 Stress Testing – The organization shall test the product under conditions, including, but not limited to, out-of-boundary and invalid

input conditions, high volume and peak load simulations, and operational errors.

New


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7.3.5.HS.2 Abnormal Conditions – The organization shall test the product abnormal conditions, which shall include, as appropriatea) hardware errors,b) software errors,c) operations, administration, maintenance and provisioning (OAM&P) errors,d) overload traffic,e) invalid user input, andf) system recovery from an outage

7.3.5.HS.2 Abnormal Conditions – The organization shall test the product abnormal conditions, which shall include, as appropriatea) hardware errors,b) software errors,c) operations, administration, maintenance and provisioning (OAM&P) errors,d) overload traffic,e) invalid user input, andf) system recovery from an outage

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Thank You!

Bob ClancyVice President,BIZPHYX, Inc.

www.bizphyx.com(972)429-5560

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