'Using TL 9000 internally has helped improve supplier management'

Why should service providers go for TL 9000 certification and how does it help them in the long run?

There are a number of reasons to obtain TL 9000 certification including evidence to business and government customers for conformance to a world-class quality management system. Many Requests for Quote (RFQ) now ask for that as a part of the response. TL 9000 helps in standardizing and improving internal processes.

Using standard, well-defined measurements make it easier to discuss performance internally and with the customers and suppliers, eliminating many misunderstandings.

Using QuEST Forum anonymous benchmarking facility for current or new processes enables better understanding of one's performance versus other industry companies.

How is TL 9000 different from other quality standards and how is it beneficial for the telecom stakeholders?

TL 9000 is based on ISO 9001, and includes additional requirements that address actual problems encountered within the ICT industry, such as reliability, software development, life cycle management, services, technology shifts, communication between customers and suppliers, and supplier base growth.

A major difference and critical benefit is that TL 9000 defines industry standard measures and mandates reporting of those. The measurement system (including a measurement repository) aids in setting targets, identifying improvements, and managing and communicating with the supply stream.

The system provides excellent benchmarking opportunities that can be tailored for specific needs.

How has AT&T benefited from TL 9000 and plans for the company with respect to TL 9000?

As an example of benefit, using TL 9000 measurements internally has helped improve supplier management system. We developed a supplier scorecard system that is based on those measures. We understand them, our suppliers understand them, and we are able to more effectively work together for improvement.

Utilizing the TL 9000 metrics has enabled AT&T to improve supplier performance from 77% in 2002 when we started, to 92% of all target metrics achieved at the end of 2011.

What were some of the major challenges faced by AT&T during the TL 9000 certification process?

Typical challenges for any company to be certified also provide opportunities for improvement. For example, one needs to define and document the processes. AT&T already had very well-defined processes, but as you might expect, the review process generated some revisions and identified areas where the processes could be further standardized and improved. Measurement system is also an area that can be difficult.

All companies have them, but are they really the proper ones to drive improvement? Are they useful and understandable to your suppliers and customers? The TL certification forces a thorough analysis of the measurement system and will likely cause changes in how one gathers information and report. QuEST Forum provides a free 'Jump Start' service to help a company understand some basics of the standard and what is involved in going through a certification.

Why should Indian service providers go for TL 9000 certification and when should they initiate the process of TL 9000 certification?

If you look at where AT&T was in 2002 (when we started tracking our suppliers) to where we are now, we went from suppliers meeting 77% of their performance targets to suppliers meeting 92% of their performance in a 10-year span. That is a significant improvement in quality in that 10-year span. It translates into faster introduction of products, and from a supplier's standpoint, it translates into faster cash and faster earnings.

From when I place the order to when I pay the supplier, the time is much shorter because now we have a quality product coming in. There is less re-work for both the supplier and AT&T, which means lower costs. One does not have to come out many times to fix a product that has just been introduced.