TL 9000 Measurements Handbook Outline


This handbook is comprehensive guide to measurements processing, usage, responsibilities and requirements. This handbook contains nine sections, two appendices, a glossary, bibliography, three charts and 60 tables.

  • Foreword – A note from the QuEST Forum Executive Board.
  • Preface – Explanation of QuEST Forum's goal in creating and using TL 9000.
  • Acknowledgements – A list of the companies and people who participated in the development of Release 5.0 of the Measurements Handbook.
  • Table of Contents
  • List of Figures
  • List of Tables
  • Section 1: Introduction – Lists the goals of TL 9000, states the purpose of TL 9000, benefits of implementation, relationship to ISO 9001 and other requirements, and explains how the TL 9000 handbooks are developed and maintained.
  • Section 2: Structure – Defines the structure of the handbook and terminology used. It also addresses the data flow of TL 9000 and the usage of the measurements data.
  • Section 3: Measurements Processing, Usage and Responsibilities – Includes requirements for measurements usage; the principles of measurements processing; principles of measurements usage; measurements data aggregation and customer base; responsibilities of various organizations including the TL 9000 Administrator, the organization, customers, QuEST Forum, and certification bodies. It also lists sources of information including links and the supplemental measurements library.
  • Section 4: General Measurement Requirements – Defines requirements for measurements reporting including conformance to measurements profile; dates of applicability; applicable product categories; customer source data; report frequency and method; report periods; reporting of compared and research data; product exclusions; measurement applicability; calculation of normalization units; data submissions and exemptions; linked registrations; and TL 9000 Performance Data Reports.
  • Section 5: Common Measurements – Details specific requirements for measuring and reporting TL 9000 measurements that applies to all product categories. These include the number of problems reported to the organization by customers (NPR), the performance of the organization in fixing problems (FRT and OFR), and the ability of the organization to deliver its products and services when the customer wants them (OTD).
  • Section 6: Outage Measurements – Defines outages and how to measure them. Outages apply to systems (SO), network elements (NEO), and support service caused outages (SSO). The outages are measured in events and normalized duration for both organization and customer responsible events. In addition it includes a two new measurements: Mean-time to Restore Service (MTRS) and Global Service Impact (GSI).
  • Section 7: Hardware Measurements – Measures the amount of product returned to organizations by customers over three shipment periods: early period (ERI), one year (YRR), and long term (LTR). Also measures the normalized one year return rate (NYR). A new simpler measurement, Basic Return Rate (BRR) applies to certain product categories where returns are not expected past a certain time period.
  • Section 8: Software Measurements – Applies to two software measurements; Software Fix Quality (SFQ) that measures the quality of software fixes delivered to the field, and Software Problem Reports (SPR) that are a subset of problem reports (see NPR) that apply to software only.
  • Section 9: Service Quality Measurements – The service quality (SQ) is a measure of conformance of a service to a specified criterion. A new service rate that applies to network operators measures End-Customer Complaint Report Rate (CCRR).
  • Appendix A: Product Category Tables – Defines the approximately 140 product categories to be used in classifying products and reporting data so that the measurement of like product can be normalized and compared. This table is updated frequently and the latest version is available free to TL 9000 registrants and QuEST Forum members on the TL  website.
  • Appendix B: TL 9000 Customer Satisfaction Measurements Guidelines – Offers guidance is measuring customer satisfaction. These measurements are not reported to the Measurements Repository.
  • Glossary – This section contains definitions of the abbreviations used in the handbook and 85 terms.
  • ISO 9000:2005 Defined Terms – A list of ISO terms with references to their definitions
  • Bibliography – 8 references