Overview

QuEST Forum provides comprehensive materials, presentations, references and documents to assist beginners and advanced users of the TL 9000 quality management system.

Accreditation & Certification Bodies
Alerts
Audit-Related Documents
Best Practices Resources
Case Studies and Testimonials
FAQs for Beginners
FAQs for Experienced Users
FAQs - TL 9000 Explanations
Handbooks - Measurements
Handbooks - Requirements
Jump Start Mentor Program
Performance Data Reports (PDRs)
Product Category Tables
Registrars
Standard Outage Template System (SOTS)
Supplemental Measurements Library
TL 9000, Comparison with other standards
TL 9000, Implementation Tips
TL 9000, Industry Reports
TL 9000, Registration Documents
TL 9000, Presentations
TL 9000, Sample Contract Language
TL 9000, SIGs
Archives

Accreditation & Certification Bodies

Form for registrars to request recognition by an accreditation body (PDF,141KB)
Process for registrars to be recognized by AB's (PDF,24KB)
Registrar Identification Form (PDF,46KB)
Registrar Certification Process (PDF,12KB)

Alerts

Chinese - Active Alerts

09-003A (PDF,140KB)Clarifies the rules for the implementation of the TL 9000 Quality Management System Requirements Handbook, Release 5.0.
09-001C(PDF,181KB) Announcement of new checks applied to data submissions that may result in data submission advisories. The A version specified one product category, 1.2.9.2. The B version added 11 additional product categories to the A version. C version applies to all product categories starting September 19, 2009.
08-001A (PDF,75KB) Announcement of Product Category Table 4.1 for Data Submissions
05-002A (PDF,98KB) New NYR check in MRS

English-Active Alerts

09-005A(PDF,24KB) Potential conflict between required usage of ISO 9001:2008 and allowed continued usage of TL 9000 Requirements Handbook R4.0 which has ISO 9001:2000 as a base.
09-003A(PDF,27KB) Clarifies the rules for the implementation of the TL 9000 Quality Management System Requirements Handbook, Release 5.0.
09-002A(PDF,27KB) Clarifies the need for customer agreement before extraordinary delay time may be excluded when calculating overall the Fix Response time.
09-001B(PDF,27KB) Announcement of new checks applied to data submissions that may result in data submission advisories. Applies to 12 product categories.
09-001C(PDF,27KB) Announcement of new checks applied to data submissions that may result in data submission advisories. The A version specified one product category, 1.2.9.2. The B version added 11 additional product categories to the A version. C version applies to all product categories starting September 19, 2009.
08-008A(PDF,24KB) Announcement of the publication of a new document, “Advanced Surveillance and Re-assessment Procedure (ASRP) for TL 9000 Certification.”
08-007A(PDF,37KB) Availability of new, reformulated TL 9000 logo for use on promotions for TL 9000 certifications
08-006A(PDF,24KB) Announces the decertification of TL 9000 organizations that have not upgraded to R4.0 by October 31, 2008.
08-005A(PDF,32KB) Announces the publication of a revised Code of Practice for TL 9000 Registrars
08-004A(PDF,31KB) Defines an error in table 6.2-4 of the Measurements handbook impact system outage reporting
08-003A(PDF,50KB) Potential FR data submission errors due to change in templates
08-002A(PDF,50KB) Requirements for Conducting an e-Audit as Part of the TL 9000 Registration Process
08-001A(PDF,33KB) Announcement of Product Category Table 4.1 for Data Submissions
07-006A(PDF,26KB) Status of using ASRP for TL 9000 certifications
07-005B(PDF,32KB) Release of TL 9000 Auditor Time document
07-005A – Replaced by 07-005B
07-004A(PDF,30KB) Interpretation of SPR Measurement
07-003A(PDF,37KB) Clarify auditor requirements
07-002A(PDF,26KB) Performance Data Reports Upgraded to Release 4.0
07-001A(PDF,20KB) Contract Manufacturer Product Category Changes
06-004B(PDF,30KB) Clarify rules for the implementation for the R4 releases of the TL 9000 Handbooks
06-003A(PDF,57KB) Late data submissions - registration suspension
06-002A(PDF,35KB) Audit statistics reporting by registrars
06-001A(PDF,30KB) Suspension of Release 3.5 software measurements
05-007B(PDF,19KB) Non-conformity classifications - version 2 - Replaced by Code of Practice - see Alert 08-005A
05-006A (PDF,42KB) Reporting of systemic auditing problems to CB's and AB's
05-006A (DOC,70KB) Form to use in reporting an auditing problem
05-002A (PDF,13KB) New NYR check in MRS
03-005A (PDF,26KB) Registrar Responsibilities - Replaced by Code of Practice - see Alert 08-005A

French-Active Alerts

09-004A(PDF,30KB) This alert contains important information identifying certain events that may be excluded from the Number of Problem Reports (NPR) measurement.
09-003A (PDF,32KB)Clarifies the rules for the implementation of the TL 9000 Quality Management System Requirements Handbook, Release 5.0.
09-001C (PDF,32KB)Announcement of new checks applied to data submissions that may result in data submission advisories. The A version specified one product category, 1.2.9.2. The B version added 11 additional product categories to the A version. C version applies to all product categories starting September 19, 2009.

Japanese - Active Alerts

09-005A(PDF,52KB) Potential conflict between required usage of ISO 9001:2008 and allowed continued usage of TL 9000 Requirements Handbook R4.0 which has ISO 9001:2000 as a base.
09-004A(PDF,53KB) This alert contains important information identifying certain events that may be excluded from the Number of Problem Reports (NPR) measurement.
09-003A(PDF,80KB)Clarifies the rules for the implementation of the TL 9000 Quality Management System Requirements Handbook, Release 5.0.
09-002A(PDF,68KB)This alert contains important information clarifying the need for customer agreement before extraordinary delay time may be excluded when calculating overall the Fix Response time.
09-001C(PDF,100KB) Announcement of new checks applied to data submissions that may result in data submission advisories. Initially applied to product category 1.2.9.2 only but will be applied to other categories at a later date.
08-008A(PDF,74KB) Announcement of the publication of a new document, “Advanced Surveillance and Re-assessment Procedure (ASRP) for TL 9000 Certification.”
08-007A(PDF,74KB) Availability of new, reformulated TL 9000 logo for use on promotions for TL 9000 certifications
08-006A(PDF,95KB) Announces the decertification of TL 9000 organizations that have not upgraded to R4.0 by October 31, 2008.
08-005A(PDF,79KB) Announces the publication of a revised Code of Practice for TL 9000 Registrars
08-004A (PDF,157KB) Defines an error in table 6.2-4 of the Measurements handbook impact system outage reporting
08-003A (PDF,143KB) Potential FR data submission errors due to change in templates
08-002A (PDF,103KB) Requirements for Conducting an e-Audit as Part of the TL 9000 Registration Process
08-001A (PDF,110KB) Announcement of Product Category Table 4.1 for Data Submissions
07-006A (PDF,122KB) Status of using ASRP for TL 9000 certifications
07-005B (PDF,162KB) Release of TL 9000 Auditor Time document
07-005A – Replaced by Alert 07-005B
07-004A (PDF,56KB) Interpretation of SPR Measurement
07-003A (PDF,56KB) Clarify auditor requirements
07-002A (PDF,80KB) Performance Data Reports Upgraded to Release 4.0
07-001A (PDF,201KB) Contract Manufacturer Product Category Changes
06-004B (PDF,99KB) Clarify rules for the implementation for the R4 releases of the TL 9000 Handbook
06-003A (PDF,162KB) Late data submissions - registration suspension
06-001A (PDF,106KB) Suspension of Release 3.5 software measurements
05-007B (PDF,56KB) Non-conformity classifications - version 2 - Replaced by Code of Practice - see Alert 08-005A

Korean - Active Alerts

09-004A(PDF,130KB) This alert contains important information identifying certain events that may be excluded from the Number of Problem Reports (NPR) measurement.
09-003A(PDF,103KB)Clarifies the rules for the implementation of the TL 9000 Quality Management System Requirements Handbook, Release 5.0.
09-002A(PDF,101KB)Clarifies the need for customer agreement before extraordinary delay time may be excluded when calculating overall the Fix Response time.
09-001B(PDF,111KB)Announcement of new checks applied to data submissions that may result in data submission advisories. Applies to 12 product categories.
09-001C(PDF,118KB)Announcement of new checks applied to data submissions that may result in data submission advisories. The A version specified one product category, 1.2.9.2. The B version added 11 additional product categories to the A version. C version applies to all product categories starting September 19, 2009.
08-008A(PDF,325KB) Announcement of the publication of a new document, “Advanced Surveillance and Re-assessment Procedure (ASRP) for TL 9000 Certification.”
08-007A (PDF,325KB) Availability of new, reformulated TL 9000 logo for use on promotions for TL 9000 certifications
08-006A(PDF,326KB) Announces the decertification of TL 9000 organizations that have not upgraded to R4.0 by October 31, 2008.
08-005A(PDF,453KB) Announces the publication of a revised Code of Practice for TL 9000 Registrars
08-004A (PDF,75KB) Defines an error in table 6.2-4 of the Measurements handbook impact system outage reporting
08-003A (PDF,78KB) Potential FR data submission errors due to change in templates
08-002A (PDF,62KB) Requirements for Conducting an e-Audit as Part of the TL 9000 Registration Process
08-001A (PDF,141KB) Announcement of Product Category Table 4.1 for Data Submissions
07-006A (PDF,66KB) Status of using ASRP for TL 9000 certifications
07-005B (PDF,184KB) Release of TL 9000 Auditor Time document
07-005A – Replaced by Alert 07-005B
07-004A (PDF,81KB) Interpretation of SPR Measurement
07-003A (PDF,96KB) Clarify auditor requirements
07-002A (PDF,71KB) Performance Data Reports Upgraded to Release 4.0
07-001A (PDF,201KB) Contract Manufacturer Product Category Changes
06-004B (PDF,89KB) Clarify rules for the implementation for the R4 releases of the TL 9000 Handbook
06-004A (PDF,85KB) Implementing Release 4.0 - replaced by 06-004B
06-003A (PDF,207KB) Late data submissions - registration suspension
06-002A (PDF,111KB) Audit statistics reporting by registrars
05-007A (PDF,248KB) Non-conformity classifications - version 1 - Replaced by Code of Practice - see Alert 08-005A
05-006A (PDF,179KB) Reporting of systemic auditing problems to CB's and AB's

Portuguese - Active Alerts

05-002A (PDF,13KB) New NYR check in MRS

Spanish - Active Alerts

09-003A(PDF,19KB) Clarifies the rules for the implementation of the TL 9000 Quality Management System Requirements Handbook, Release 5.0.
08-001A (PDF,37KB) Announcement of Product Category Table 4.1 for Data Submissions
07-003A (PDF,37KB) Clarify auditor requirements
07-001A (PDF,34KB) Contract Manufacturer Product Category Changes
05-007A (PDF,25KB) Non-conformity classifications - version 1 - Replaced by Code of Practice - see Alert 08-005A
05-004A (PDF,71KB) Treatment of Firmware in reporting software measurements

Audit Related Documents

TL 9000 Auditor Time Revision 4 became valid January 1, 2010 (PDF,35KB)
TL 9000 Auditor Time Revision 3 remains valid until November 15, 2010 (PDF,34KB)
TL 9000 Requirements for Conducting an e-Audit (PDF,13KB)

Case Studies and Testimonials

Testimonial - Canoga Perkins (PDF,18KB)
Testimonial - Increditek (PDF,354KB)
Case Study - Nortel (PDF,38KB)
Case Study - SBC (PDF,113KB)
Case Study - Verizon (PDF,478KB)

Handbooks-Measurements

Changes from Release 4.0 to Release 4.5 (PDF,104KB)
Measurements Handbook Release 3.5 Errata (PDF,57KB)
Measurements Handbook Release 4.0 Errata (PDF,21KB)
R4 Measurements Update (PDF,1412KB)
Measurements Handbook Examples

Section 5.1 - NPR (PDF,31KB)
Section 5.2 - FRT (PDF,32KB)
Section 5.3 - OFR (PDF,24KB)
Section 5.4 - OTD (PDF,49KB)
Section 6.1 - SO (PDF,32KB)
Section 6.2 - SONE (PDF,33KB)
Section 6.3 - EIO (PDF,23KB)
Section 7.1 - FR (PDF,101KB)
Section 8.1 - SFQ (PDF,21KB)
Section 8.2 - SPR (PDF,19KB)
Section 9.1 - SQ (PDF,40KB)

Measurements, In-Process or Supplemental

Defect Removal Efficiency (doc,345KB)
Invoice Accuracy-Line items (doc,209KB)
Milestone Delay (doc,78KB)
Peer Review Defect Tracking (doc,114KB)
Phase Transition Monitoring (doc,127KB)
Requirements and Design Stability (doc,74KB)
Requirements Traceability (doc,78KB)
Test Execution (doc,89KB)

Handbooks-Requirements

Changes from Release 4.0 to 5.0 in English (PDF,1.3MB)
Changes from Release 3.0 to 4.0 in Spanish (PDF,170KB)
Changes from Release 3.0 to 4.0 in Portuguese (PDF,190KB)
R4 Requirements Update (PDF,191KB)
Requirements Handbook Appendices

TL 9000 Accreditation Body Implementation Requirements R3 (replaced Appendix A) (PDF,56KB)
Appendix B (PDF,16KB)
Registration Guidance (replaced Appendix C) (PDF,39KB)
Appendix D (PDF,18KB)
ASRP for TL 9000 (replaced Appendix E) (PDF,57KB)
Appendix F (PDF,11KB)
TL 9000 Auditor Qualifications R3 (replaced Appendix G) (PDF,83KB)

Requirements Handbooks - Guidance Documents

ASRP for TL 9000 Certification (PDF,57KB)
Code of Practice for TL 9000 Registrars (PDF,16KB)
Guidance for Communication with Customers (PDF,11KB)
Migration Path, Audit Days, and Requirements Origin (PDF,18KB)
Qualification and Experience Requirements for TL 9000 Registrar Auditors (PDF,83KB)
Registration Guidance (PDF,39KB)
Requirement Origin Release 2.5 (PDF,23KB)
Requirement Origin Release 3.0 (PDF,22KB)
Requirement Origin Release 4.0 (PDF,24KB)
Set Up and Operation of a Design Process Measurement System (PDF,90KB)
TL 9000 Accreditation Body Implementation Requirements R3 (PDF,56KB)
TL 9000 Requirements for Conducting an e-Audit (PDF,13KB)

Performance Data Reports (PDR's)

Performance Data Report Brochure (PDF,548KB)
How to use QuEST Forum TL 9000 PDRs (PDF,488KB)
Using the QuEST Forum TL 9000 PDRs for Benchmarking (PDF,2.1MB)
Performance Data Reports calculations - English (PDF,88KB)
Performance Data Reports calculations - Japanese (PDF,209KB)

Product Category Tables

Product Category Tables Release 4.2 (PDF,904KB)
Product Category Tables Release 4.1 (PDF,622KB)
Product Category Tables Release 4.0 (PDF,567KB)
Product Category Tables Release 3.8 (PDF,564KB)
Product Category Tables Release 3.7 (PDF,544KB)
Product Category Tables Release 3.6 (PDF,349KB)
Product Category Tables Release 3.5 (PDF,226KB)
Product Category Tables Release 3.2 (PDF,306KB)
Product Category Tables Release 3.1 (PDF,977KB)
Product Category Tables Release 3.0 (PDF,304KB)
Product Category Tables Release 2.5 (PDF,925KB)
Changes from Release 4.1 to Release 4.2 (PDF,55KB)
Changes from Release 4.0 to Release 4.1 (PDF,24KB)
Changes from Release 3.8 to Release 4.0 (PDF,26KB)
Changes from Release 3.7 to Release 3.8 (PDF,26KB)
Changes from Release 3.6 to Release 3.7 (PDF,26KB)

Registrars

Revised Code of Practice for TL 9000 Registrars (PDF,60KB)
Current Code of Practice for TL 9000 Registrars - obsolete January 1, 2009 (PDF,16KB)
Guidelines for Registrars on the RMS - Registrar TL 9000 Portal Usage(PDF,1402KB)
Registrar Qualification Requirements (PDF,83KB)
Registrar - Auditor Assessment Responsibility(TL18-03) (obsolete) (PDF,15KB)
Registrar - Audit Statistics Input Form - Now obsolete, use online system (xls,50KB)
TL18-03 - Registrar Auditor Assessment Responsibility (obsolete) (PDF,15KB)
TL 9000 Requirements for Conducting an e-Audit (PDF,13KB)

Standard Outage Template System (SOTS)

SOTS Home Page

Supplemental Measurements Library

Supplemental Measurements

TL 9000, Comparison with other standards

TL 9000 and CMMI (PDF,131KB)
TL 9000 and ISO/TS 16949 (PDF,148KB)

TL 9000, Implementation Tips

Benchmarks - Nortel (PDF,10KB)
Centralized versus decentralized data collection - Nortel (PDF,11KB)
Contractual and RFP Issues - Lucent (PDF,50KB)
Cost Benefit Analysis - BIZPHYX (PDF,11KB)
Cost Benefit Analysis - Lucent (PDF,15KB)
Documentation and Record Keeping - Lucent Poland (PDF,11KB)
Goal Setting - Lucent (PDF,17KB)
Goal Setting - Nortel (PDF,11KB)
Implementing Measurements - Nortel (PDF,12KB)
Integrating New Units - Alcatel (PDF,16KB)
Integrating New Units - Lucent (PDF,18KB)
Integrating New Units - Nortel (PDF,16KB)
Integrating New Units - Siemens (PDF,18KB)
Internal Audits - Juniper (PDF,20KB)
Internal Audits - Siemens (PDF,17KB)
Leadership Roles - Juniper (PDF,13KB)
Leadership Roles - Lucent (PDF,20KB)
Leadership Roles - Lucent Poland (PDF,17KB)
Leadership Roles - Siemens (PDF,11KB)
Measurements to Drive Improvement - Nortel (PDF,10KB)
Measurements Reporting - Nortel (PDF,10KB)
Measurements Reporting to Customers - Nortel (PDF,10KB)
Measurements Reporting - Alcatel (PDF,17KB)
Measurements - Lucent Poland (PDF,10KB)
Measurements - Lucent US (PDF,21KB)
Measurements - Tekelec (PDF,16KB)
Measurements - UTD (PDF,14KB)
Management Review - Siemens (PDF,16KB)
Publishing TL 9000 data internally - Nortel (PDF,10KB)
QMS - Corning (PDF,19KB)
QMS - Lucent Poland (PDF,19KB)
QMS - Nortel Richardson (PDF,33KB)
QMS - Registrar perspective (PDF,18KB)
Quality Manual - Lucent Poland (PDF,11KB)
Quality Manual - Nortel (PDF,20KB)
Record Keeping - AFC (PDF,24KB)
Record Keeping - Lucent (PDF,18KB)
Registrars (PDF,20KB)
Registration Landscape - Alcatel US (PDF,21KB)
Registration Landscape - Lucent (PDF,19KB)
Registration Landscape - Lucent (PDF,51KB)
Registration Landscape - Lucent Poland (PDF,35KB)
Registration Landscape - Nortel (PDF,270KB)
SME Support - Lucent (PDF,12KB)
SME Support - Nortel (PDF,11KB)
Training - Lucent (PDF,17KB)
Training - Lucent Poland (PDF,14KB)
Training - Siemens (PDF,10KB)

TL 9000, Industry Reports

On-Time Delivery Measurement Study (PDF,2320KB)

TL 9000 Presentations

Mentoring a Small Business with Success, Jules Fijux - Superior Essex (PDF,574KB)
The 12 Steps of Transition to Release 4.0 (PDF,456KB)
R4 Measurements Update (PDF,1412KB)
R4 Requirements Update (PDF,191KB)
Registrar TL 9000 Portal Usage (PDF,1402KB)
TL 9000 Registration Creation and Data Submission (PDF,3010KB)

TL 9000, Registration Documents

TL 9000 Brochure (PDF,118KB)
TL 9000 Business Drivers (PDF,61KB)
NACE Codes (SIC code equivalents) Release 4.5 (PDF,87KB)
NACE Codes (SIC code equivalents) Release 4.2 (PDF,83KB)
NACE Codes (SIC code equivalents) Release 4.1 (PDF,26KB)
NACE Codes (SIC code equivalents) Release 4.0 (PDF,54KB)
NACE Codes (SIC code equivalents) Release 3.8 and earlier (PDF,23KB)
Current TL 9000 Auditor Time Revision 4 became valid January 1, 2010 (formerly Audit Days Table) (PDF,35KB)
TL 9000 Auditor Time Revision 3 remains valid until November 15, 2010 (PDF,34KB)
Establishing Product Categories Flowchart (PDF,62KB)
Product Category Selection and Validation Guidelines (PDF,258KB)
Estimating the Number of Equivalent Network Elements (PDF,11KB)
TL 9000 Requirements for Conducting an e-Audit (PDF,13KB)

TL 9000, Sample Contract Language

Service Provider Sample 1 (PDF,15KB)
Service Provider Sample 2 (PDF,68KB)
Supplier Sample 1 (PDF,10KB)

TL 9000, SIGs

TL 9000 Special Interest Groups (SIGs)

Archive

English-Obsolete Alerts

06-004A (PDF,29KB) Implementing Release 4.0 - Replaced by 06-004B
05-007A (PDF,19KB) Non-conformity classifications - Replaced by 05-007B
05-005A (PDF,15KB) General Availability Definition
05-004A (PDF,9KB) Treatment of Firmware in reporting software measurements
05-003A (PDF,9KB) Clarification of Product Categories in section 8
05-001A (PDF,25KB) Estimate of FRs for mature products
04-006A (PDF,28KB) Auditing TL 9000 Measurements Class
04-005A (PDF,28KB) Clarification of Services in Product Category Table
04-004A (PDF,28KB) OTD Counting Rule Clarification
04-003A (PDF,28KB) Organization vs Supplier
04-002A (PDF,28KB) OTD Error in Measurements Handbook R3.5
04-001A (PDF,28KB) NPR Exclusion Rule Clarification
03-006A (PDF,32KB) Severity Classifications
03-004A (PDF,31KB) Handling of Deferral Intervals in OFR
03-003A (PDF,52KB) Correct omission in Table A-2 Measurement Applicability Table (Normalized Units)
03-002A (PDF,31KB) Contract Manufacturing in PCT
03-001A (PDF,32KB) NPR Exclusion Rule

Chinese - Obsolete Alerts

05-004A (PDF,71KB) Treatment of Firmware in reporting software measurements
05-003A (PDF,77KB) Clarification of Product Categories in section 8
05-001A (PDF,136KB) Estimate of FRs for mature products
04-005B (PDF,129KB) Clarification of Services in Product Category Table

Japanese - Obsolete Alerts

05-001A (PDF,115KB) Estimate of FRs for mature products

Korean - Obsolete Alerts

05-004A (PDF,86KB) Treatment of Firmware in reporting software measurements
05-001A (PDF,154KB) Estimate of FRs for mature products
04-005B (PDF,104KB) Clarification of Services in Product Category Table

Portuguese - Obsolete Alerts

05-004A (PDF,67KB) Treatment of Firmware in reporting software measurements
05-003A (PDF,73KB) Clarification of Product Categories in section 8
05-002A (PDF,76KB) New NYR check in MRS
04-005B (PDF,21KB) Clarification of Services in Product Category Table

Spanish - Obsolete Alerts

05-001A (PDF,83KB) Estimate of FRs for mature products

Audit Related Documents - Obsolete

Audit Days Table 2001 (PDF,83KB)
Requirements Handbook Appendix E (PDF,42KB)

Training Related Documents - Obsolete

Training Course Translation Schedule - 2004 (PDF,52KB)