Describe how you supported training for your TL 9000 implementation.

  • Lucent
    1. Identify members within the organization already skilled in auditing.
      1. Executive Sponsor
        1. Partnered with executive sponsor who sent an email to all under level mgmt asking to document those employees with skills in TL 9000, ESD, process writing, etc. Getting this executive management support was critical.
      2. List of potential resources collected
        1. 154 names were generated from management
      3. Recognition to these individuals
        1. Executive sponsor sent individuals a "congratulations" email and then requested these individuals complete a questionnaire.
      4. Utilization of Questionnaire for Skill Assessment
        1. 114/154 or 74% completed the questionnaire
    2. Members' skill sets were then stored in a database
      1. "Knowledge Base" turned into the foundation of the training programs
      2. Resource pool for internal audits, quality-training ops
      3. SMEs were then requested to train, audit, analyze measurements or provide support.
    3. External Certifications
      1. A majority of individuals had skills but no formal training or certifications
      2. Determined which training courses were necessary and then choose the most appropriate vendor
    4. Vendor Selection
      1. Group and multiple location training were negotiated with vendor
    5. Presentation to management on formal training planned. (Resources, schedule, etc)
      1. Management reviewed outcomes from team and approved additional training through a TL 9000 Training Vendor

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  • Lucent Poland

    The objective at Lucent Poland was to provide training to all people concerned, including Senior Leadership. Training was to include ISO 9000/TL 9000 requirements and measurements concepts. The TL implementation team was responsible for providing the training. Lucent Poland also needed to ensure that the appropriate personnel were trained in courses required by Section 6 of the Requirements Handbook. These courses include:

    • Internal Course Development
    • Quality Improvement Concepts (include continual improvement, problem solving, and customer satisfaction)
    • Training Requirements and Awareness
    • ESD Training
    • Advanced Quality Training (include statistical techniques, process capability, statistical sampling, data collection and analysis, problem identification, problem analysis, and corrective and preventive action)
    • Training Content (include task execution, personnel safety, awareness of hazardous environment, and equipment protection)

    All of the above training concepts mentioned above, needed to be developed and properly provided to employees selected. An appropriate database needed to be maintained to keep records and training intervals. This database may be kept centrally for all business units or split up into a single business unit/department.

    It is a very useful to establish an internal practice/procedure and determine which type of training concept should be valid for a selected group of employees/jobs. Also training intervals need to be defined.

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  • Siemens

    Siemens ICN has established guidelines for required training. Certified Quality Engineer, Certified Reliability Engineer and Certified Quality Auditor training by ASQ is mandatory for all Quality Engineers. Internal training courses are developed as required by each of the businesses/functions. A new Advanced Quality Technical course is currently being developed taking Six Sigma, National Malcolm Baldrige criteria and TL 9000 into consideration. Once developed, this course will be made mandatory for all Quality Engineers and Quality System Representatives (QSR). Company executives completed TL 9000 awareness training.

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