Harmonizing Quality Efforts in the Global Telecommunications Industry

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


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


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


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


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.


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

http://www.att.com/

http://www.belgacom.be/

http://www.bell.ca/

http://www.bellsouth.com/

http://www.bcgi.net/

http://www.bcgi.net/

http://www.bt.com/

http://www.bt.com/

http://www.pccw.com/

http://www.sbc.com/

http://www.sprint.com/

http://telstra.com/

http://www.telkom.co.za/

http://www.verizon.com/

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

http://www.aqsr-us.com/

http://www.bsiamericas.com/

http://www.bvqi.com/

http://www.bvqi.com/

http://www.ceprei.org/

http://www.dnv.com/

http://www.xlp.com/

http://www.hkqaa.org/

http://www.hkqaa.org/

http://www.iaar.org/

http://www.imq.it/

http://www.itsglobal.com/

http://www.iqnet-certification.com/

http://www.jicqa.co.jp/

http://www.jicqa.co.jp/

http://www.jqa.jp/

http://www.krqusa.com/

http://www.ekmaqa.co.kr/

http://www.kpcqa.co.kr/

http://www.kpcqa.co.kr/

http://kfqeng.kfq.or.kr/

http://kfqeng.kfq.or.kr/

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)

http://www.ksa.or.kr/

http://www.lrqausa.com/

http://www.telecomcorridor.com/tbc/index.htm

http://www.telecomcorridor.com/tbc/index.htm

http://www.nqa.com/

http://www.nsai.ie/Home/index/index.shtml

http://www.pji.com/

http://www.psbcert.com/

http://www.qmi.com/

http://www.roxtel.com/

http://www.saiglobalinc.com/

http://www2.statamatrix.com/

http://www.us.tuv.com/

http://www.ul.com/

http://www.zniis.ru/

http://www.mmm.com/

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

http://www.acbel.com/

http://www.actiontec.com/

http://www.afc.com/

http://we.home.agilent.com/

http://we.home.agilent.com/

http://www.alcatel.com/

http://www.americancableassemblies.com/

http://www.andrew.com/

http://www.atlantacable.com/

http://www.avaya.com/

http://www.belden-cd.com/homeTestSmall.htm

http://www.c-cor.net/

http://www.celestica.com/

http://www.jdsu.com/

http://www.jdsu.com/

http://www.ciena.com/

http://www.cisco.com/

http://www.commnetinternational.com/

http://www.commscope.com/

http://www.commworks.com/

http://www.comverse.com/

http://www.corbancom.com/

http://www.corning.com/

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


http://www.flextronics.com/

http://www.generaldynamics.com/

http://www.huawei.com/

http://www.intec-telecom-systems.com/

http://www.oriuscorp.com/

http://www.oriuscorp.com/

http://www.intel.com/

http://www.iphase.com/

http://www.jabil.com/

http://www.jdedwards.com/

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


http://www.spirent.com/

http://www.spirent.com/

http://www.telamon-corp.com/

http://www.telcordia.com/

http://www.telecomsys.com/

http://www.tellabs.com/

http://www.tellabs.com/

http://www.telmarnt.com/

http://www.tycoelectronics.com/

http://www.unisys.com/

http://www.volt.com/

http://www.westell.com/

http://www.westell.com/

http://www.gotoemerson.com/index.jsp

http://www.pnsonline.com/

http://www.pirelli.com/

http://www.pulse.com/

http://www.samsungelectronics.com/

http://www.samsungelectronics.com/

http://www.siemens.com/

http://www.solectron.com/

http://www.somera.com/

http://www.sonusnet.com/

http://www.sumitomo.com/

http://www.cablcon.com/

http://www.cablcon.com/

Harmonizing Quality Efforts in the Global Telecommunications Industry

Documents

quality of products

harmonizing quality

global work structures

key global force

sharing of best practices

best practicesc

companyservice providers

key companies