TL 9000 Implementation TipsOverview Aquisitions Contractural/RFP Issues Cost Benefit Analysis Documentation Control and Record Keeping Goal Setting and Reporting Results Internal Auditing, Auditors and Registrars Measurements Collection and Reporting QMS Implementation Quality Manual Development Registration Landscape Senior Leaders Roll and Management Review Subject Matter Expert Support Training
Subject Matter Expert Support
Describe Subject Matter Expert Support for your TL 9000 implementation.
Lucent has a hybridized approach to TL 9000 subject matter expertise. They have a few people in the centralized global quality organization that act as overall SMEs for TL 9000 for the whole company. These people are mainly working on Lucent-level initiatives like consolidating all the registrations, metrics reporting etc., and participating in the TIA QuEST Forum. There's also a large distributed quality network. Each unit has their own quality people who serve as SMEs in the units and manage the implementation and maintenance of the QMS. These people are the owners/program mangers for implementation in the units and managing the day-to-day TL operations. Each product group has some expertise, prime contact, but people wear different hats (responsibilities for TL, among others).
One function that is definitely centralized (with the consolidation of the registrations) is the reporting of measurement data to UTD. In addition, there is a member of the Lucent Performance Excellence Organization (formerly Lucent Global Quality Office) that is a dedicated TL 9000 measurement SME to answer questions, ensure consistency of counting rule applications, interface with UTD, and lead a cross-Lucent measurements team aimed at improving the consistency of data collection across the company.
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Nortel has a Global Quality Organization (GQO with 50 people). They serve as subject matter experts (SMEs) that support entire company. The majority internal auditing provided to certain units is done out of this group. The GQO owns the audit process and ensures compliance via a cross-unit audit team. The corporate office serves as the "glue" to sew stuff together that happens in the units. The centralized metrics team is in the corporate office. The Corporate office plays the role of SME, interpreter of the standard, TL 9000 consultant, and provides/makes connections across the units to facilitate replication and best practices. The corporate group also owns quality strategic direction and is responsible for getting the buy-in of the units.
There's distributed quality network in addition to the GQO. Each unit has their own Quality Primes. These people are the owners/program mangers for implementation in the units and manage the day-to-day TL operations. Each product group has some and expertise, prime contact, but people wear different hats (responsibilities for TL, among others)
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