harmonizing quality efforts in the global telecommunications industry
DESCRIPTION
Harmonizing Quality Efforts in the Global Telecommunications Industry. EIRUS Meeting May 15 th 2003 Richard Woodruff QuEST Forum Chairman Belgacom CAO www.questforum.org. 2003 Strategic Direction. Vision - PowerPoint PPT PresentationTRANSCRIPT
Harmonizing Quality Efforts in Harmonizing Quality Efforts in thethe
Global Telecommunications Global Telecommunications IndustryIndustry
EIRUS Meeting May 15th 2003Richard Woodruff
QuEST Forum ChairmanBelgacom CAO
www.questforum.org
2003 Strategic Direction2003 Strategic Direction
VisionVision The QuEST Forum is the key global force
in the telecommunications industry to improve quality of products and services
to customers
MissionMission Create a telecommunications industry-
leading quality system with standardized performance
measurements and share best practices through industry collaboration
Forum StructureForum Structure
Members of QuEST Forum
Board of Directors2003 Chair
Richard Woodruff - Belgacom
Chair
Vice-Chair
10 Directors
Chair alternates between Service Providers and Suppliers
6 Service Providers
6 Suppliers
ForumAdministrator
(ASQ)
MeasurementsAdministrator
(UTD)
One Voting Member per Company
Service Providers, Suppliers, Liaisons
2003 Executive Board 2003 Executive Board Chair and Vice ChairChair and Vice Chair
2003 Chair - Richard Woodruff2003 Chair - Richard WoodruffBelgacomChief Administrative Officer, Group Facilities & eBusiness Services
2003 Vice Chair - Everett McNair2003 Vice Chair - Everett McNairCorning Cable SystemsVice President, Customer Support Services
Nick Addante – Bell CanadaNick Addante – Bell CanadaActing Vice President, Supply Chain
George Dowell - VerizonGeorge Dowell - VerizonSenior Vice President – Corporate Sourcing
Tim Houghton – BellSouthTim Houghton – BellSouthVice President & Chief Procurement Executive of Supply Chain Services
Marty Lustig - SprintMarty Lustig - SprintVice President of Corporate Quality Development
Steve Welch - SBCSteve Welch - SBCPresident, SBC Procurement Corporate Real Estate
2003 Executive Board 2003 Executive Board Directors Service ProvidersDirectors Service Providers
2003 Executive Board 2003 Executive Board Directors SuppliersDirectors Suppliers
Dixie Garr – Cisco Systems, Inc.Dixie Garr – Cisco Systems, Inc.
Vice President of Customer Success Engineering
Lynn Mercer – Lucent TechnologiesLynn Mercer – Lucent TechnologiesGlobal Quality Officer
Pat Rhodes – Nortel NetworksPat Rhodes – Nortel NetworksVice President, Global Quality & Processes
Olga Striltschuk, – MotorolaOlga Striltschuk, – Motorola
Corporate Vice President & Director Operations Worldwide
Masahide Sekiguchi - FujitsuMasahide Sekiguchi - Fujitsu General Manager, Global Quality, Transport Group
QuEST Forum FocusQuEST Forum Focus
•Continued Growth
•Global Reach
•Collaboration
•Business Excellence
ObjectivesObjectives AA
Provide a collaborative global forum of industry leaders
BB Identify and share best practices
CC Harmonize global industry quality system
requirements and measurements
2003 Strategic Direction2003 Strategic Direction
Work GroupsWork Groups
Oversight (for operations & coordination)Oversight (for operations & coordination)
GlobalGlobal
Telecom Business ExcellenceTelecom Business Excellence
Integrated Global Quality Requirements Integrated Global Quality Requirements and Measurementsand Measurements
2003 Strategic Direction2003 Strategic Direction
OversightOversight
Chair – Brendan Pelan (Verizon)
Vice Chair – Ashok Dandekar (Fujitsu)
Global Global Co Chair – Bryan Glutting (Atlanta Cable Sales)Co Chair – To Be Determined
2003 Work Groups2003 Work Groups
Telecommunications Business Telecommunications Business ExcellenceExcellence
Chair – Irv Briks (BellSouth)Vice Chair – Rachel Buckley (SBC)
Integrated Global Quality Integrated Global Quality Requirements & MeasurementsRequirements & MeasurementsChair – Rick Werth (SBC)
Vice Chair – Angela Hall (Tekelec)
2003 Work Groups2003 Work Groups
GlobalGlobal
Develop and Implement a policy for regional Develop and Implement a policy for regional QuEST Forum representation through other QuEST Forum representation through other groupsgroups
Develop and implement global work Develop and implement global work
structuresstructures
Identify and recruit key companies for Identify and recruit key companies for
membershipmembership
Integrate EIRUS IPQM efforts with QuEST Integrate EIRUS IPQM efforts with QuEST
ForumForum
2003 Strategic Direction2003 Strategic Direction
Telecom Business ExcellenceTelecom Business Excellence
Establish the QuEST Forum best practices Establish the QuEST Forum best practices
process process
Evolve the conference to include enhanced Evolve the conference to include enhanced
recognitionrecognition
Develop a system to facilitate the sharing Develop a system to facilitate the sharing
of best practices across the QuEST Forum of best practices across the QuEST Forum
membershipmembership
2003 Strategic Direction2003 Strategic Direction
Integrated Global Quality Integrated Global Quality
Requirements and MeasurementsRequirements and Measurements
Deliver effective TL 9000 requirements and Deliver effective TL 9000 requirements and
measurements documentsmeasurements documents
Optimize the performance and utilization of Optimize the performance and utilization of
the measurements databasethe measurements database
Develop a QuEST Forum product portfolio Develop a QuEST Forum product portfolio
roadmap.roadmap.
Establish a QuEST Forum coaching and tool Establish a QuEST Forum coaching and tool
kit service to facilitate quality system kit service to facilitate quality system
implementation. implementation.
2003 Strategic Direction2003 Strategic Direction
TL 9000 ModelTL 9000 Model
Standard ISO 9001:2000
Common TL 9000 Requirements
Hardware Software Services Requirements Handbook
TL
9000
Hardware Software Services
Common TL 9000 MetricsMeasureme
nts Handbook
TL 9000 Quality System Requirements
TL 9000 Quality System Measurements
Registration
Repository
Measurements Repository
Sanctioned Training Material & Selected Trainers
TL 9000 ModelTL 9000 Model
US100%
Jan 2000
TL 9000 RegistrationsTL 9000 Registrations
Apr 2003
Americas52%
Asia-Pacific43%
Mid-East1%
Europe4%
EIRUS - QuEST Forum EIRUS - QuEST Forum ActivityActivity
Working together since late 1999. Standing QuEST Forum EIRUS Liaison sub-team
Comments from EIRUS included in review of all editions of the Measurements Handbook (2.5, 3.0 & 3.5)
Presentations at each other’s meetings
Key presentation from EIRUS on E-IPQM (Development process quality measures) at Berlin QuEST Forum 7/2001
Lead to formation of joint EIRUS/QuEST Forum team to develop specific adders for next Requirements Handbook
Design Process Quality Design Process Quality MeasuresMeasures
Team consisting of members from QuEST Forum and EIRUS, meet during 2002
Working from EIRUS experience, developed for next edition of the Requirements Handbook -
3 New adders, 1 addition to existing adders, 1 new note
Appendix providing guidance for tailoring measures to specific development project
All material approved for inclusion in draft R4.0 Requirements Handbook.
Strategic Direction Strategic Direction Future FocusFuture Focus
Where we are goingWhere we are going
COMPLIANCE EXCELLENCE
US CENTRIC GLOBAL
SEGMENTED HARMONIZED
ITERATIVE INNOVATIVE
Leveraging Momentum Leveraging Momentum
• 2001 Global Conferences• Germany, Argentina
• 2002 Global Conferences• Korea, Brazil, Belgium
• 2003 Global Conferences• Mexico City, Hong Kong, Europe (TBD)
• EIRUS Relationship (Europe)
• ISO Relationship
• Global Reach workgroup
CollaborationCollaboration
Service Providers 13
Suppliers 65
Liaisons 38
Total QuEST Forum Members 116
43% non-U.S. Based
Membership NumbersMembership Numbers
Strong Growth from 4Q98 to
1Q03
Through May 2003
46
116
0
40
80
1204Q
98
1Q03
Evolving Global StructureEvolving Global Structure
HQExec BD
&Work Groups
AmericasHUB EMEA
HUB
APACHUB
Regional Operations
Regional Operations
Regional Operations
Central Hub
Leadership Structure Leadership Structure (under consideration)(under consideration)
Select Regional Directors to govern Forum efforts within the regions ( Americas, EMEA & Asia Pac )
Regional Directors reports to the Global Work Group for regional strategy & targets
Dotted line reporting relationship to the Executive Board for funding
Works through all Work Groups for regional “products”
Region ResponsibilitiesRegion Responsibilities
Increase Forum membership, representation & participation within the region
Increase Forum resource availability within the region
Regional Conference – Planning, managing , hosting & sharing lessons learned
Facilitate the recognition of TL 9000 as the Global industry standard
Identify regional requirements, needs, products, TL9000 and Forum region-specific benefits
Project ScheduleProject Schedule
ActivityApril 2003 Develop Work Plan , Define Charter
June 2003Develop, review & approval of Global Governance
July 2003Recruit & appoint Regional Vice-Chairs
Sept. 2003 Vice-Chairs on-Board; Completion of Operational Model including
Regional Targets & Strategies
Oct. 2003 Develop Marketing Plan in parallel to Operational
Model
Dec. 2003All regions fully operational
SERVICE PROVIDERS SERVICE PROVIDERS (13)(13)
AT&T
Belgacom
Bell Canada
BellSouth
Boston Communications Group
British Telecommunications
Nippon Telegraph and
Telephone
PCCW-HKT Limited (Hong Kong
SBC
Sprint
Telstra
Telkom South Africa
Verizon Communications
LIAISONS (38)LIAISONS (38)
AQSR BSI Bureau Veritas Quality Internationa
l CEPREI Certification Body (China) D-A-CH Certification Bodies
(Germany-Austria-Switzerland) DNV Certification Excel Partnership Hong Kong Quality AssuranceAgenc
y IAAR
IAF IMQ SpA (Italy) Intertek Testing Services IQNet Association JIC Quality Assurance (Japa
n) JQA (Japan) KEMA KMAQA (Korea) Korea Productivity Center
Quality Assurance Korea Quality Assurance Korean Foundation for Qua
lity
Korean Standards Association LRQA Metroplex Technology BusinessCou
ncil NQA NSAI Perry Johnson PSB Certification QMI RoxTel SAI Global
SGS InternationalCertification Services
SMICC Stat-A-Matrix Technofer Ltd. (Japan) TUEV CERT (Germany) TUV Rheinland of N.A. UL ZNIIS (Russia)
LIAISONS (38)LIAISONS (38)
SUPPLIERS (65)SUPPLIERS (65)
3M Telecommunications Acbel Polytech ADTRAN Advanced Fibre Communicatio
ns Agilent Technologies Alcatel American Cable Assemblies Andrew Atlanta Cable Sales Avaya Belden Communications
Division CABLCON C-COR.net Celestica Ciena Cisco CommNet International CommScope CommWorks Comverse Corban Communications
Corning CTDI Flextronics Fujitsu General Dynamics Huawei Technologies Intec Telecom Systems Intel Corporation Interphase Jabil Circuit
J.D. Edwards JDS Uniphase Juniper Networks Krone LeeMAH Electronics Lucent Technologies Marconi Motorola NEC Groups Nokia Nortel Networks
SUPPLIERS (65)SUPPLIERS (65)
Superior Telecommunications Tekelec
Telamon Technologies Telcordia Technologies Telecommunication System
s Tellabs Telmar Network Technology Tyco Electronics Unisys Volt Telecommunications Gr
oup Westell ZTE Corporation
OFS Orius Pacific Network Supply Pirelli Communications Cablesa
nd Systems NA Samsung Electronics SchlumbergerSema Siemens ICN Solectron Somera Communications Sonus Networks Spirent Communications
SUPPLIERS (65)SUPPLIERS (65)