TL_9000_3[1].0_ALL质量管理体系要求手册

Quality Excellence for Suppliers ofTelecommunications Forum(QuEST Forum)TL 9000Quality Management System Requirements HandbookRelease 3.0CopyrightCopyright _ __ _ 2001 Quality Excellence for Suppliers of Telecommunications ForumFor further information,see the QuEST Forum web site at:/TL 9000 is a registered trademarkof theQuality for Excellence for Suppliers of Telecommunications Forum.Sections of this document contain copyrighted material from a variety of sources; these sources areidentified in the Bibliography of this handbook.The text highlighted in the boxes throughout this document is a verbatim reproduction of ISO 9001:2000.This text is copyrighted by the International Organization for Standardization. Not for resale. No part ofthis standard may be copied or reproduced in any form, including an electronic retrieval system, withoutthe prior written permission of the American National Standards Institute, Inc., 11 West 42 nd Street, NewYork, NY 10036, which holds reproduction rights in the United States.Approved and Adoptedby theQuEST ForumEffectiveMarch 31, 2001TL 9000 Quality Management System Requirements Handbook 3.0IiForeword ForewordThe TL 9000 Quality Management System Requirements Handbook wasprepared in a cooperative effort by the members of the Quality Excellence forSuppliers of Telecommunications (QuEST) Forum. From the outset the QuESTForum’s goal has been to develop and maintain a consistent set of qualitysystem requirements and measurements that, when implemented, will helpprovide telecommunications customers with faster, better and more cost-effectiveservices.This book complements the TL 9000 Quality Management SystemMeasurements Handbook with requirements that support Telecommunicationsindustry service providers and their suppliers’ commitment to meeting theexpectations of their customers.The QuEST Forum is pleased to present this book in a common spirit ofdelighting our customers.George C. Via, Verizon Olga Striltschuk, MotorolaQuEST Forum – Chairman QuEST Forum – Vice ChairSteven Welch, SBC Barry D’Amour, Nortel NetworksDon Pickens, Bell South Jerry Cates, CorningWilliam Wessman, Boston Karl-Heinz Augenstein, AlcatelCommunications GroupMarty Lustig, SPRINT Masahide Sekiguchi, FujitsuSignature on FileIsabelle Courville, Bell Canada Monica Garcia, ComplasTL 9000 Quality Management System Requirements Handbook 3.0Preface PrefaceThe Quality Excellence for Suppliers of Telecommunications Forum (QuESTForum) was founded to foster continued improvements to the quality andreliability of telecommunications service. The founders took the critical initial stepof establishing a common set of quality management system requirements andmeasurements by creating the TL 9000 Quality Management SystemRequirements Handbook and the TL 9000 Quality Management SystemMeasurements Handboo k. These handbooks are the result of a cooperativeeffort among members of the telecommunications industry.The work of the QuEST Forum yields benefits to customers, their subscribers,and their suppliers. Membership is composed of telecommunication ServiceProviders, Suppliers, and Liaisons. Members fund and participate in the QuESTForum, have defined voting rights and are expected to contribute to the work ofthe QuEST Forum. Members vote on adoption of the TL 9000 structure, content,administration, and other questions coming before the QuEST Forum.The QuEST Forum establishes and maintains a common set of qualitymanagement system requirements and measurements built on currently usedindustry standards, including ISO 9001:2000. The requirements andmeasurements promote consistency and efficiency, reduce redundancy andimprove customer satisfaction. They also enable suppliers to improve qualityand reliability, reduce costs, and increase competitiveness.Acknowledgements AcknowledgementsThe strength of the QuEST Forum is the outstanding capabilities andcommitment of the members who represent their respective organizations at theQuEST Forum and Work Group Meetings. This exceptional talent produced thefirst TL 9000 Quality Management System Requirements Handbook in recordtime and now has completed this major update in less than eighteen months.Individuals whose companies were customers, suppliers, and competitorsaccomplished the update of the Requirements handbook through extraordinaryteamwork.This outstanding accomplishment was facilitated in partnership with the AmericanSociety of Quality (ASQ) and The University of Texas at Dallas (UTD). Specialthanks for their constant support and encouragement during the last three yearsof our development to Dr. Bill Osborne, Dean and Dr. Douglas E. Harris,Associate Dean, Erik Jonsson School of Engineering and Computer Science andto Paul Borawski, ASQ Executive Director and Brian LeHouillier, ASQ Director,Programs & Operations.Personally, and for the entire QuEST Forum, I would like to thank the followingQuEST Forum individuals and companies of the Requirements and Oversightwork groups for their direct contributions to this update of the TL 9000 QualityManagement System Requirements Handboo k.Jack PompeoQuEST Forum Project DirectorRequirements Work GroupLeaders: Chair Brendan Pelan VerizonVice-Chair(2000) Debbie Hearn TelcordiaVice-Chair(1999) Matt Lindsay Tellabs Operations, Inc.Secretary Tama McBride MotorolaTime Keeper Jeffrey Rose Sumitomo Electric LightwaveSME(2000) Richard Morrow The University of Texas at DallasSME(1999) Bob Brigham TelcordiaContributors:3M Telecom Systems Advanced Fibre AlcatelThierno Diallo Communications Chandan BanerjeeADTRAN Mark Hodges Ian MackieCharles O'Donnell Rhonda Sator Mark MooreMike RippeTom YoheAntecRob LindnerBob LichkayBill TaylorAstec Advanced Power SystemsAndre LapointeAT&TKathy ParkerMichael ServerBell CanadaJean-Normand DrouinJean-Pierre Quoibion BellSouth TelecommunicationsTex PraterJoel SullivanBritish Telecommunications Steve DickensCharles IndustriesAngelo DiMonteVictor PotentChatsworth Products Edward GaickiCommWorksLaura CoplonJim OatesDavid StahlComverse Network Systems Bruce RozettElizabeth TracyCorningSteve CooperLen YoungEntelaRalph StoweEricssonVictor SandovalExcel PartnershipSteve ObolewiczDave SanicolaAcknowledgementsOversight Work GroupLeaders: Chair Joe Taylor Tellabs OperationsVice-Chair Ron Basque ComplasSecretary Kim Hauswirth American Society for QualityContributors:ADC TelecommunicationsRandy PezonADTRANRandal WhortonAlcatelDave AikenRon LuttrullAmerican Society for QualityKim HauswirthBritish Standards Institution(BSI)Ky WhiteComplasRon BasqueThe QuEST Forum benefits from the continued and dedicated service of manyindividuals working towards the goals of the QuEST Forum. Without theseindividuals and their company’s support, the QuEST Forum would not besuccessful in ensuring that the quality of telecommunication services to the end-userkeep pace with changing technological opportunities in the twenty-firstcentury.A Board of Directors guides the QuEST Forum activities through a strategic plan,which is implemented by work groups. The Requirements and Oversight workgroups are credited for producing this document and they would like to recognizethe individuals and companies that participated in the other work groups forproviding invaluable service in support of the overall QuEST Forum Mission.Business Excellence Acceleration Model (BEAM) Work GroupLeaders: Chair Gene Hutchison SBCVice-Chair Mary Hattrick MarconiVice-Chair Don Brown AlcatelSecretary/SME Tom Withey The University of Texas at DallasContributors:Agilent TechnologiesJohn MurrayAlcatelDon BrownIan MackieviiAcknowledgementsAcknowledgementsCorningSteve Cooper Len YoungExcel Partnership David Middleton FlextronicsJohnny Hancock FujitsuAshok DandekarGlenayre Technologies Deborah BrighamGovernance Work GroupLeaders: Co-Chair Jim McDonnell SBCCo-Chair Len Young CorningContributors:AlcatelRon LuttrullCorningLen YoungECI TelecomMisha PtakMarketing and Communications (Marcom) Work GroupLeaders: Chair Jack Pompeo TeleCentric Vice-Chair Ashok Dandekar FujitsuContributors: ADC Telecommunications Jerry Lefever Randy Pezon ADTRAN Randal Whorton Alcatel Dave Aitken Ron LuttrullAcknowledgementsMeasurements Work GroupLeaders: Chair Rick Werth SBCVice-Chair Matt Lindsay Tellabs Operations Secretary ohn Walz Lucent TechnologiesTime Keeper Jeffery Rose Sumitomo Electric Lightwave SME Richard Morrow The University of Texas at DallasContributors:ADTRANCharles O’Donnell Advanced Fibre Communications Mark Fischer Mark Hodges Rhonda Sator Alcatel Bob Cicelski Jim Ko Peter Loew June MillerSteven QuigleyTab RabalaoTom YoheAntecBob LichkayRob LindnerAstec Advanced PowerSystemsRoger DaunaisAndre LapointeAT&TKathy Parker Michael Server Bell Canada Jean-Normand Drouin BellSouth Telecommunications Ed Ballington Mort Burnett Tex Prater Boston Communications GroupTareq RahmanBritish TelecommunicationsSteve DickensCelestica CorporationPaul PettingerCharles IndustriesAngelo DiMonteVictor PotentCommWorksJames OatesComverse Network SystemsBruce Rozett Elizabeth TracyixAcknowledgementsSupply Chain Work GroupLeaders: Chair David Briggs KARLEEVice-Chair Greg Lilly Nortel NetworksContributors:ActernaAndrzej KozakADCJerry LefeverSoundar RajanAgilent TechnologiesBrent WahlAlcatelPhil DudleyArtesyn TechnologiesScott IrelandMichael SullivanAT&TMike ServerAtlanta Cable SalesBryan GluttingBellSouthTelecommunicationsJoel SullivanBookham TechnologyNick WhiteleyCelesticaPaul PettingerComplasFred DennyCorningJoel ReeceLeonard YoungECI TelecomMisha PtakTraining Work GroupLeaders: Chair Rosemarie Moskow SBCVice-Chair Jeff Harpe Nortel NetworksContributors:CTDI Jim McCormick Excel Partnership Joe DeCarlo Steve Obolewicz Donna LockeTable of Contents目录表Table of Contents目录表SECTION 1 INTRODUCTION 1-1第一部分简介SECTION 2 STRUCTURE 2-1第二部分结构SECTION 3 TL 9000 ADMINISTRATION 3-1第三部分 TL 9000管理SECTION 4 QUALITY MANAGEMENT SYSTEM 4-1第四部分质量管理体系4.1 GENERAL REQUIREMENTS 4-1一般要求4.2 DOCUMENTATION REQUIREMENTS 4-24.2 文件要求SECTION 5 MANAGEMENT RESPONSIBILITY 5-1第五部分管理责任5.1 MANAGEMENT COMMITMENT 5-1管理义务5.2 CUSTOMER FOCUS 5-1客户中心5.3 QUALITY POLICY 5-2质量方针5.4 PLANNING 5-2计划5.5 RESPONSIBILIT Y, AUTHORITY AND COMMUNICATION 5-3责任，权力和联系5.6 MANAGEMENT REVIEW 5-4管理评论SECTION 6 RESOURCE MANAGEMENT 6-1第六部分资源管理6.1 PROVISION OF RESOURCES 6-1资源供应6.2 HUMAN RESOURCE 6-1人力资源6.3 INFRASTRUCTURE 6-2基础组织6.4 WORK ENVIRONMENT 6-2工作环境SECTION 7 PRODUCT REALIZATION 7-1第七部分产品实现7.1 PLANNING OF PRODUCT REALIZATION 7-1产品实现的计划7.2 CUSTOME R-RELATED PROCESSES 7-3相关客户程序7.3 DESIGN AND DEVELOPMENT 7-5设计和开发7.4 PURCHASING 7-10采购7.5 PRODUCTION AND SERVICE PROVISION 7-12生产和服务供应7.6 CONTROL OF MONITORING AND MEASURING DEVICES 7-16监测设备的控制SECTION 8 MEASUREMENT, ANALYSIS AND IMPROVEMENT 8-1第八部分测量，分析和改进8.1 GENERAL 8-1总述8.2 MONITORING AND MEASUREMENT 8-1监测8.3 CONTROL OF NONCONFORMING PRODUCT 8-4不合格品控制8.4 ANALYSIS OF DATA 8-5数据分析8.5 IMPROVEMENT 8-5改进Table of Contents目录表APPENDIX A TL 9000 ACCREDITATION BODY IMPLEMENTATION REQUIREMENTS A-1附录A TL 9000合格部分实施要求APPENDIX B CODE OF PRACTICE FOR TL 9000 REGISTRARS B-1附录B TL 9000注册代码APPENDIX C REGISTRATION GUIDANCE C-1附录C 注册指南APPENDIX D MIGRATION PATH, AUDIT DAYS, AND REQUIREMENTS ORIGIN D-1附录D 转移路线，审核日期和要求来源APPENDIX E ALTERNATIVE METHOD FOR MAINTAINING附录E 维修选择方法TL 9000 CERTIFICATION/REGISTRATION E-1TL 9000 证明/注册 E-1APPENDIX F GUIDANCE FOR COMMUNICATION WITH CUSTOMERS F-1附录F 与客户联系指南 F-1APPENDIX G QUALIFICATIONS AND EXPERIENCE REQUIREMENTSFOR TL 9000 REGISTRAR AUDITORS G-1附录G TL 9000注册审核员的资格和经验要求 G-1GLOSSARY 1术语表 1BIBLIOGRAPHY AND ENDNOTE REFERENCE 1参考书目和尾注参考1List of Figures图目录FIGURE 2.1-1 THE TL 9000 MODEL...............................................................2-1图2.1－1 TL 9000模型FIGURE 3.4-1 THE TL 9000 LOGO.................................................................3-2图3.4－1 TL 9000标识语FIGURE E-1 ALTERNATIVE ACCREDITATION PROCESS ...................... E-1图E－1 选择性的鉴定过程FIGURE E-2 INTERNAL AUDITS................................................................... E-2图E－2 内审List of Tables表目录TABLE 3.2-1 REGISTRATION REQUIREMENTS表3.2－1 注册要求BY SPECIALITY AREA............................................................3-2专业领域TL 9000 Quality Management System Requirements Handbook 3.0TL 9000质量管理体系要求手册3.0Section 1 Introduction第一部分简介The TL 9000 handbooks (TL 9000 Quality Management System Requirements Handbook and TL9000 Quality Management System Measurements Handboo k) are designed specifically for thetelecommunications industry to document industry quality management system requirements andmeasurements.The TL 9000 Quality Management System Requirements Handbook establishes a common set ofquality management system requirements for suppliers of telecommunications products:hardware, software, and services. The requirements are built on existing industry standards,including ISO 9001. The TL 9000 Quality Management System Measurements Handbook definesa minimum set of performance measurements. The measurements are selected to measureprogress and evaluate results of quality management system implementation.TL 9000手册（TL9000质量管理体系要求手册和TL 9000质量管理衡量手册）是专为通讯工业设计的，使其工业质量管理体系要求和衡量文件化。