Transcript TL 9000 Quality System Overview

TL 9000 Quality System Overview
Michael Boyd
The TL 9000 Quality System Model
• TL 9000 has all of the elements of ISO 9001, but with added
• Focus on product testing and quality
• Focus on customer services & relationships
• Focus on defined measurements (Benchmarking)
Goal of Improving HW/SW Products and Services for the
Telecommunications Industry
Product Lifecycle Model
Quality
Improvement
Customer and
Supplier Input
Management Review
Bests Practices – People, Processes, Systems
iDirect is structured on the TL 9000 Quality System
Pe
op
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Sy
s
Processes
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Vision & Results for Implementing TL 9000
TL 9000 Companies
• Best-in-class companies who have adopted the
TL 9000 QMS
• Equipment Providers: Motorola, Alcatel, Cisco,
Juniper, Lucent, Nortel, Ciena, NTT, Siemens,
Tellabs, Unisys
• Manufacturers: Corning, Huawei, Intel, JDSU, Xilinx
• Carriers: Verizon, AT&T, BellSouth, British Telecom
• Standards: TUV, Telcordia, UL
Our Competition
• ViaSat – ISO 9001 Certified
• Hughes Networking Systems – ISO 9001
Certified
• No other competition has a certified quality
system
• iDirect will have both the ISO 9001 and TL
9000-H,V Certifications
iDirect’s TL 9000 Quality Management System Scope
iDirect Operations ISO 9001:2000 and TL
9000-H,V
• Satellite Systems Manufacturing and Test
• Customer Support Service
• Repair Service
• Training
• Installation
TL 9000
What We’ve Accomplished
• Systems Implementation
• Remedy – Customer/Product Technical Issue Tracking
• Agile – Product Lifecycle; Documentation, Product BOM Control
• Oracle – Order & Inventory Management; Financials
• Measurements System
• Tracking TL 9000 Measurements
• Tracking company KPI Measurements through on-line reports
• Send monthly performance reports to iSupport customers
• Process Documentation
• >60 documents to support the ISO 9001/TL 9000 requirements
• New Product Introduction
• X-functional meetings
• Design & Requirements Reviews
• Improved Validation Testing
• Added ‘TAC Validation’ step for new SW/HW releases
• 1st Article Quality Inspection, prior to first customer shipment (FCS)
• Tech Pubs customer-facing documentation review
• 8D Corrective Action Process
• Formal Root Cause-Closed Loop Corrective Action Process – Agile
TL 9000
What We’ve Accomplished
• Internal Audit Program
• We continually assess our own internal people, processes, and
systems and make corrective change, where needed.
• Technical Out of Box Audit Inspections
• Continually sample new inventory for quality compliance.
• Customer Support Processes
• World-Class TAC for technical call center support, network upgrades
• Leveraging Remedy for Customer web-based requests, issue
escalation & tracking
• SLA control & measurement in Remedy to support “iSupport Program”
• Automated customer feedback via Remedy emails, customer
satisfaction, & crystal reports
• RMA Process
• Refined process leveraging Remedy (customer & supplier input)
• Reduced RMA MTTR measure from 4-6 months to 12 days
TL 9000
What We’ve Accomplished
• Global Field Services & Support
• Documented and integrated programs and processes, that are
measureable
• Customer hub installations, program management, training, technical
pubs
• Manufacturing and Test
• Documented and integrated set of processes for controlling product mfg
that includes: Planning, Purchasing, Manufacturing, Test, Quality, and
Logistics
• Our Contract MFG (Plexus) is integrated within iDirect’s processes and
systems
• Contract MFG are monitored, measured, and audited
• Product BOM & Documentation Revision Control
• Contract MFG are tied directly into our Agile system  change
efficiency
• Single-source of the truth in the Agile system
Quality
Quality Policy
Stage 1
Reviews
MRD
SW Specs
DVT
Unit
Test
Unit
Test
System
Test
Stage 4
MFG
Test
Halt/
Hass
TAC
Validation
Release
System Verification Tests
Integration
Test
HVT
Production
Validation
Engineering Verification Tests
FW Specs
Stage 3
HW Specs
System
Validation Tests
Stage 2
System
Function
Specs
Hardware
Stage
5
Design for Quality – Product Lifecycle
Agile: Quality Management
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Issues
Deviations
8D Corrective Actions
Stop Ships
• The processes above are managed in Agile through Review &
Signoff
• Each can be associated to any item (Part or Document) in the Agile
system
8D Corrective Action Process
• Formalized process of problem resolution (Agile
– 8D CAR)
• 8D (8 Gate methodology)
• Problem Definition
• Problem Measurement (Impact in %, $)
• Containment (Stop Ship, Inspection & Sort)
• Root Cause (Product/Process Investigation Cause(s))
• Corrective Change (Rework or Replacement)
• Preventive Action (Process Improvement/Control)
• Monitor (Satistical Process Control-SPC, Audit)
• Summary (team congratulations, post mortem)
Quality Improvement Program
• DOA Reduction
• Out of Box Audit (OOBA)
• Sampled inspection on FGI (warehouse goods)
• Customer Satisfaction
• TAC Service
• RMA Service
• Training Service
• Component Replacement Reduction
• Flash (U118)
Supplier Quality
• Supplier Qualification
• Questionnaire
• Audit
• Qualification Build & Review
• Manufacturer Quality Plan
• Documented Plan in Agile
• Manufacturing Quality Report
• Bi-weekly yield and issue reports
• Manufacturer Performance
• Metrics: Supplier Scorecard
2008 Operations Performance Review
Michael Boyd
Enterprise Performance Measurements (ePM)
Dashboard
Current as of 7/7/08 9 AM est
Customer Satisfaction
• 3 key surveys
• Also, track Training Satisfaction
• http://idirectweb/qms/Reports/overall%20cust%20sat%20rating.pdf
Overall Customer
Satisfaction
Rating
Tech Services
Rating
RMA Survey
Rating
Corporate Survey
Rating
Service Issue
Survey Rating
Customer Satisfaction
Goal = 89
Customer Training Satisfaction
On Time Delivery
Goal = 98%
Service Level Agreement (SLA)
Goal = 95%
RMA MTTR
Goal =< 10 Days
iNFINITI Product Return Rate
Goal =< 1.0%
2008 YTD = 0.20%
Early Return Index (ERI) = 0.31% (12/1/07 – 5/31/08)
12 month Return Index = 0.60% (7/1/07 – 6/30/08)
-Shipments: 34,610
-Returns: 206