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QualityExcellenceforSuppliersofTelecommunicationsForum(QuESTForum)TL9000QualityManagementSystemRequirementsHandbookRelease3.0CopyrightCopyright____2001QualityExcellenceforSuppliersofTelecommunicationsForumForfurtherinformation,seetheQuESTForumwebsiteat:http://www.questforum.org/TL9000isaregisteredtrademarkoftheQualityforExcellenceforSuppliersofTelecommunicationsForum.Sectionsofthisdocumentcontaincopyrightedmaterialfromavarietyofsources;thesesourcesareidentifiedintheBibliographyofthishandbook.ThetexthighlightedintheboxesthroughoutthisdocumentisaverbatimreproductionofISO9001:2000.ThistextiscopyrightedbytheInternationalOrganizationforStandardization.Notforresale.Nopartofthisstandardmaybecopiedorreproducedinanyform,includinganelectronicretrievalsystem,withoutthepriorwrittenpermissionoftheAmericanNationalStandardsInstitute,Inc.,11West42ndStreet,NewYork,NY10036,whichholdsreproductionrightsintheUnitedStates.ApprovedandAdoptedbytheQuESTForumEffectiveMarch31,2001TL9000QualityManagementSystemRequirementsHandbook3.0IiForewordForewordTheTL9000QualityManagementSystemRequirementsHandbookwaspreparedinacooperativeeffortbythemembersoftheQualityExcellenceforSuppliersofTelecommunications(QuEST)Forum.FromtheoutsettheQuESTForum’sgoalhasbeentodevelopandmaintainaconsistentsetofqualitysystemrequirementsandmeasurementsthat,whenimplemented,willhelpprovidetelecommunicationscustomerswithfaster,betterandmorecost-effectiveservices.ThisbookcomplementstheTL9000QualityManagementSystemMeasurementsHandbookwithrequirementsthatsupportTelecommunicationsindustryserviceprovidersandtheirsuppliers’commitmenttomeetingtheexpectationsoftheircustomers.TheQuESTForumispleasedtopresentthisbookinacommonspiritofdelightingourcustomers.GeorgeC.Via,VerizonOlgaStriltschuk,MotorolaQuESTForum–ChairmanQuESTForum–ViceChairStevenWelch,SBCBarryD’Amour,NortelNetworksDonPickens,BellSouthJerryCates,CorningWilliamWessman,BostonKarl-HeinzAugenstein,AlcatelCommunicationsGroupMartyLustig,SPRINTMasahideSekiguchi,FujitsuSignatureonFileIsabelleCourville,BellCanadaMonicaGarcia,ComplasTL9000QualityManagementSystemRequirementsHandbook3.0iiiPrefacePrefaceTheQualityExcellenceforSuppliersofTelecommunicationsForum(QuESTForum)wasfoundedtofostercontinuedimprovementstothequalityandreliabilityoftelecommunicationsservice.ThefounderstookthecriticalinitialstepofestablishingacommonsetofqualitymanagementsystemrequirementsandmeasurementsbycreatingtheTL9000QualityManagementSystemRequirementsHandbookandtheTL9000QualityManagementSystemMeasurementsHandbook.Thesehandbooksaretheresultofacooperativeeffortamongmembersofthetelecommunicationsindustry.TheworkoftheQuESTForumyieldsbenefitstocustomers,theirsubscribers,andtheirsuppliers.MembershipiscomposedoftelecommunicationServiceProviders,Suppliers,andLiaisons.MembersfundandparticipateintheQuESTForum,havedefinedvotingrightsandareexpectedtocontributetotheworkoftheQuESTForum.MembersvoteonadoptionoftheTL9000structure,content,administration,andotherquestionscomingbeforetheQuESTForum.TheQuESTForumestablishesandmaintainsacommonsetofqualitymanagementsystemrequirementsandmeasurementsbuiltoncurrentlyusedindustrystandards,includingISO9001:2000.Therequirementsandmeasurementspromoteconsistencyandefficiency,reduceredundancyandimprovecustomersatisfaction.Theyalsoenablesupplierstoimprovequalityandreliability,reducecosts,andincr...