'TL 9000 has ensured that we remain relevant in a rapidly changing industry'

How does QuEST Forum advance the quality, reliability, and performance of ICT products and services around the world?

QuEST Forum provides global ICT industry an unrivaled vehicle to consistently measure and benchmark performance and the performance of suppliers. We engage broadly across the ICT industry to bring a unique value proposition to the table through TL 9000 standard, performance benchmarking, sharing of best practices, and our laser focus on raising the level of quality across the industry.

Born from the ISO 9000 standard, QuEST Forum continually improves and modifies the TL 9000 standard to keep pace with the rapid changes in the industry, to ensure existing companies and new entrants can meet the required level of quality amidst changes in technology. We are engaging with emerging segments of the industry, including wireless, cable TV, managed services, utilities and enterprise, to name a few. We are collaborating with industry organizations such as ETIS, TIA, IWF, SNO and others to create strong working relationships that expand the reach of QuEST Forum in areas where we can leverage the measurements and benchmarking we have developed.

Why should companies go for TL 9000 certification and how does it help them?

First and foremost, TL 9000 provides the foundation for a solid quality management system. It includes the entire ISO 9001 standard, along with the additional requirements and measurements that are specific to the ICT industry, which together provide a framework for companies to establish many of the fundamental processes that are essential for an ICT industry participant. As the ICT industry continues to expand and encompass a broader range of customers, suppliers and service providers, it becomes increasingly important to ensure quality throughout the ICT supply chain. Each of us has suppliers on whom we depend to deliver quality products and services — and the extent to which we make that happen is a critical factor in our success. Suppliers who are certified to TL 9000 demonstrate that they are committed to providing a quality product or service as part of that supply chain. It is increasingly clear that TL 9000 measurements drive a consistent view of quality. Wherever TL 9000 measurements are in place, we are speaking the same language globally regarding performance. Service providers can readily measure and communicate with their suppliers about quality. Suppliers can objectively communicate with their suppliers and customers about quality. And, companies can measure themselves against their peers.

How is TL 9000 different from other quality standards available in the market?

TL 9000 is the only quality standard designed specifically for the ICT industry whereas other quality standards address quality in the broad sense or they are specific to other industries or processes. In some cases what we think of as standards may not be standards at all. TL 9000 was established 14 years ago by many of the key participants, suppliers and service providers alike, to address the needs of a rapidly changing ICT industry. Since then the industry has continued to change, but even more rapidly, and hence TL 9000 has become even more relevant. Today, TL 9000 applies to the ICT industry and is focused not only on the supply chain, but also on the improvement of network operations at the service providers. There are a growing number of participants, technologies and customers each with their own definition of quality. TL 9000 measurements, another unique component of TL 9000, provide a common set of definitions-a common language for quality, across the industry. In addition, by updating the standard much more frequently than many other standards, QuEST Forum ensures that these measurements and the TL 9000 standard keep pace with the changes that are occurring in ICT on a real time basis.

How has KGP logistics benefited from TL 9000, and what are the company's plans with respect to TL 9000?

First and foremost, it has helped ensure we remain relevant in a rapidly changing industry. KGP has been certified to TL 9000 since 2004, so we have had the benefit of the structure, measurements, and process improvement resulting from the standard for some time. It is simply now how we do business. TL 9000 has been instrumental in the way we manage change in our business. The discipline required by the standard carries through in our ability to execute changes in our internal processes and manage growth. Two recent acquisitions involved companies that were also TL 9000 certified, so the work to combine our quality management systems, internal processes, and supplier and internal measurement systems were considerably less than it might have been when we were not using a common quality standard. We consider TL 9000 an important element in the way we do business, and we also consider it to be a strong message to our customers regarding our commitment to quality and understanding the performance of ourselves and our suppliers, so ultimately we can improve their service to the end customer. Finally, TL 9000 has provided us a quality foundation which we have built upon to meet our specific internal needs, layering on other quality initiatives where appropriate — all upon a consistent foundation of TL 9000.

What were some of the major challenges faced by KGP Logistics during the TL 9000 certification process?

Establishing a clear understanding of the requirements and how they apply to the specifics of our business was the initial challenge. This was followed by documenting our processes and accurately capturing and reporting our metrics for multiple product categories. These seem like second nature today, but that was not the case when we were establishing our quality system. We learned early to rely on the resources offered by QuEST Forum and the consulting experience provided by BizPhyx. With their valued guidance, we aligned our processes with the requirements and established the appropriate documentation and measurement methodologies.

The Quest Forum 2012 strategic vision talks about launching new products and services for a broader audience. What's the plan for 2012?

2012 is well underway and we are making solid progress against the strategic plan we established for this year. Each year, using member input and information collected from the industry, we identify the areas that are of critical importance to our members and growing segments of the industry. For 2012 there are 5 defined initiatives. First is the continuing development of network and service reliability measurements to help service providers improve operational performance. The second is to identify and establish additional measurements for converged, next generation networks. We are coming into the second phase of this initiative and have begun focusing on wireless networks. Third is the improvement of the performance data reports that are derived from the TL 9000 metrics reported by certified companies. As one of the cornerstone of TL 9000 we want to ensure that the measurement data and reports are accurate and relevant. The final 2 initiatives are focused on ensuring that the QuEST Forum organization is engaging at appropriate points across the industry and maximizing the value it offers through TL 9000 and other activities.

What are some of the unfinished agenda that you want to accomplish before passing the baton to the next chairman?

I am very satisfied with the performance of QuEST Forum. We have a truly outstanding group of leaders on our board that are committed to raising the level of quality across the ICT industry, and it is a unique privilege to have an opportunity to work with each of them in this capacity. The vision of QuEST forum is to improve the level of quality in the ICT industry; to do that we must continue to improve as QuEST Forum. As a board this year, we have had the opportunity to support a number of strategic initiatives that were already underway and initiate a select few new initiatives that have begun during 2012. As you might expect, there is a continuum of initiatives. During the remainder of this year, I believe it will be important for the organization to remain focused on meeting the specific needs of the individual regions, engaging additional service providers in our benchmarking efforts, strengthening the leaders across QuEST Forum to ensure continuity, and challenging ourselves to remain vital to the industry as it changes at an unprecedented rate.

Why should Indian companies go for TL 9000 certification and when they should initiate the process?

I anticipate that the adoption of TL 9000 as the foremost ICT quality standard will continue to grow. If you are a supplier, your future business may benefit greatly or even rely on your TL 9000 certification. It is already required by some of the largest players in the ICT industry, and they are providing proof that it has a positive impact on their financials due to improved quality in the supply chain. If you are a service provider you have the opportunity to take advantage of the operational benefits that come with certification. There are a growing number of operators who are certifying their network operations centers as well as other relevant areas/processes in their respective companies. In addition, the structure and process an operator can build around consistent measurement of global supplier performance is truly unmatched. Our certified operators have communicated multimillion dollars of savings through utilizing TL9000 measurements with its supply base, and in the competitive environment we are in, those type of savings are significant.

As far as when to initiate the process, TL 9000 is a journey. It does not need to happen at once or happen overnight. One can start small and certify part of their company or a specific location or one can certify entire company at once. The point is, one can build it to fit their needs and goals.