Setting an Example

Telmar Network Technology, a wholly owned subsidiary of Jabil Circuit, is a global leader in telecom lifecycle management services delivering telecom network maintenance solutions, extended life solutions and asset management solutions to leading OEMs and service providers. The company offers unique business model of high-quality, low-cost, localized solutions to service Indian customers.

The company has built a network-wide, multi-vendor repair portfolio of approximately 40 telecom technologies from many OEMs and provides nationwide spare part management services. Backed by an extensive in-house R&D capability, Telmar India has developed extensive repair capabilities in the field of switching, wireline access, wireless access (GSM, CDMA, WiMax, and Wi-Fi), transmission, data, customer premise equipment/devices.

Telmar India is India's first TL 9000 certified independent repair company and has been consistently delivering global best-in-class performance on all key parameters (service quality, on-time service, number of problem reports and problem fix response).

Steve Pickett, president and CEO says, “Telmar India is one of our major success stories in building our global business that underscores our core value proposition of delivering high quality and very competitive lifecycle management services to our customers.”

Value Statement on Quality

Telmar India repairs one of the widest portfolios of telecom equipment in the industry from mundane desk phones to the most critical network element Signal Transfer Point (32 layer boards with seven 9 reliability requirements). In addition to its diverse portfolio, Telmar India operates in one of the most price competitive countries in the world.

Sanjay Vidyarthi, managing director, at global best-in-class quality says, “We are redefining the services business paradigm in India and TL 9000 has played a central role in delivering our core value proposition.”

Need for TL 9000

The key driver for Telmar India for TL 9000 certification is for delivering measurable and consistent best-in-class quality that enables cost leadership.

Subhendu Chakrabarty, head, quality, Telmar India says, “Among all the available quality standards, TL 9000 is the only standard that enforces monthly measurements of various quality parameters.”

Telmar India was also contractually committed to its second customer in India to have TL 9000 certification within 6 months from the start of repair operation. As a new operation that did not have a track record in India, TL 9000 certification at the start of its operation became an absolute necessity and a boon to build a differentiating high quality operation in India.

Implementation Challenges

The main challenge with TL 9000 certification was to understand the requirements of TL documentation and processes. The focus therefore was on self educating the team on TL 9000 standards, developing processes and documentation specific to the company's India operation.

The other key challenge for Telmar India was the spectrum of its manpower that had to be educated on TL 9000 quality requirements and processes.

Telmar India achieved its TL 9000 certification in six months from start of its operations, which is considered to be a global record, and since its certification, Telmar India has been delivering global best-in-class performance.