Development of quality index for TL 9000 measurements

Abstract

Telecommunications service providers and suppliers have jointly developed a set of measurements for quantifying the performance of the telecommunications products with the goal to drive improvement in the overall quality and reliability delivered to the end user. This paper describes some innovative approaches for transforming each measurement into a dimensionless quality index, so that these quality indices can be rolled up to obtain an overall quality indicator for a specific product. An example is given to illustrate how the proposed roll up would be done to obtain an overall quality indicator for specific products. The approach described in this paper can be applied by a supplier of telecommunications products to transform the measurements for any product into individual quality indices and then rolled up into an overall quality indicator for comparison with the industry average and the industry best. The results of such industry comparisons can then be used by the supplier for identifying the gap with the best performer (if this product is performing below the industry best), developing a plan for continuous improvement, and for closing the gap with the best performer.