Resource List

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

Audit Related Documents

TL 9000 Requirements for Conducting an e-Audit now included in Code of Practice for the TL 9000 Certification
Clause Applicability Matrix RHBr6.0 (XLS, 191KB)
Clause Applicability Matrix RHBr5.5 (XLS, 151KB)
QFF-014 COP Checklist Guidelines (XLS, 28KB)
Measurement Handbook Checklist (XLS, 127KB)

Case Studies and Testimonials

Testimonial - Canoga Perkins (PDF,18KB)
Testimonial - Glow Networks (PDF,39KB)
Testimonial - Increditek (PDF,354KB)
Testimonial - KGP (PDF, 19KB
Case Study - SBC (PDF, 115KB)
Case Study - Quality Certifications and their Impact on Diverse Suppliers (PDF,1597KB)
Case Study - Telmar India (PDF,94KB)

Certification Bodies

Registrar Qualification Requirements (PDF,94KB)
TL 9000 Requirements for Conducting an e-Audit (Included in Code of Practice) (PDF,208KB)
Certification Body Quarterly Data Submission (PDF, 284KB)

Handbooks-Measurements

Changes from Release 4.5 to Release 5.0 (PDF,600KB)
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,98KB)
Section 5.2 - FRT (PDF,81KB)
Section 5.3 - OFR (PDF,61KB)
Section 5.4 - OTD (PDF,134KB)
Section 6.1 - SO (PDF,114KB)
Section 6.2 - SONE (PDF,27KB)
Section 6.3 - SSO (PDF,57KB)
Section 6.4 - MTRS (PDF,70KB)
Section 6.5 - GSI (PDF,76KB)
Special Report - Availability Measurement Calculation (PDF,63KB)
Section 7.1 - FR (PDF,145KB)
Section 7.2 - BRR (PDF,92KB)
Section 8.1 - SFQ (PDF,69KB)
Section 8.2 - SPR (PDF,70KB)
Section 9.1 - SQ (PDF,65KB)
Section 9.2 - CCRR (PDF,80KB)

Handbooks-Requirements

Changes from Release 5.5 to Release 6.0 (PDF,2.24MB)
Changes from Release 5.0 to Release 5.5 (PDF,497KB)
Changes from Release 4.0 to 5.0 in English (PDF,460KB)
Changes from Release 3.0 to 4.0 in English (PDF,170KB)
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 Handbooks - Guidance Documents

ASRP for TL 9000 Certification (PDF,57KB)
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,27KB)
Registration Guidance (PDF,38KB)
Requirements Origin Release 2.5 (PDF,35KB)
Requirements Origin Release 3.0 (PDF,57KB)
Requirements Origin Release 4.0 (PDF,57KB)
Requirements Origin Release 5.0 (PDF,66KB)
Requirements Origin Release 5.5 (PDF,63KB)
Requirements Origin Release 6.0 (PDF,44KB)
Set Up and Operation of a Design Process Measurement System (PDF,178KB)
TL 9000 Accreditation Body Implementation Requirements R5 (PDF,118)
TL 9000 Security Resources Guidance (PDF, 91KB)
QuEST Forum Sustainability Assessment Model (PDF, 292KB)

Performance Data Reports (PDR's)

Performance Data Report Brochure (PDF,569KB)
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 5.5 (PDF,2.21MB)
Product Category Tables Release 5.4 (PDF,1.96MB)
Product Category Tables Release 5.3 (PDF,1.85MB)
Product Category Tables Release 5.2 (PDF,723KB)
Product Category Tables Release 5.1 (PDF,1.2MB)
Product Category Tables Release 5.0 (PDF,1.9MB)
Product Category Tables Release 4.6 (PDF,1.4MB)
Product Category Tables Release 4.5 (PDF,1.4MB)
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 5.3 to Release 5.4 (PDF,17KB)
Changes from Release 5.2 to Release 5.3 (PDF,84KB)
Changes from Release 5.1 to Release 5.2 (PDF,12KB)
Changes from Release 5.0 to Release 5.1 (PDF,45KB)
Changes from Release 4.6 to Release 5.0 (PDF,104KB)
Changes from Release 4.5 to Release 4.6 (PDF,119KB)
Changes from Release 4.2 to Release 4.5 (PDF,119KB)
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)

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)
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

Monetizing Cost Avoidance - A Retrospective Study Using the Return Rate Measurement for Wireless Infrastructure Products (PDF, 2.23MB)
Edge Routers (PDF 1.48MB)
Then and Now: On-Time Delivery Measurement Study (PDF,672KB)
Problem Report Fix Time Study (PDF,2.0MB)
Wireless Return Rates Study (PDF,2007KB)
Has TL 9000 Improved Telecommunications Industry Quality ? (PDF,43KB)
On-Time Delivery Measurement Study (PDF, 2.1MB)
Simple and Complex Wireless Devices (PDF 1.5MB)
Network Operator Quality Improvement Trends (PDF, 540KB)
Repair Services (PDF 480KB)
Annual Reports (PDF, 255KB)
Network Field Maintenance (PDF, 567KB)

TL 9000 Presentations

Mentoring a Small Business with Success, Jules Fijux - Superior Essex (PDF,574KB)
R4 Measurements Update (PDF,1412KB)
R4 Requirements Update (PDF,191KB)

TL 9000, Registration Documents

TL 9000 Brochure (PDF,551KB)
TL 9000 Business Drivers (PDF,61KB)
NACE Codes (SIC code equivalents) Release 5.5 (PDF,90KB)
NACE Codes (SIC code equivalents) Release 5.4 (PDF,64KB)
NACE Codes (SIC code equivalents) Release 5.3 (PDF,62KB)
NACE Codes (SIC code equivalents) Release 5.2 (PDF,28KB)
NACE Codes (SIC code equivalents) Release 5.1 (PDF,27KB)
NACE Codes (SIC code equivalents) Release 5.0 (PDF,84KB)
NACE Codes (SIC code equivalents) Release 4.6 (PDF,84KB)
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)
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 now included in Code of Practice
Registration Suspension Processes(PDF,31KB)
Management of Registration Profiles(PDF,32KB)

TL 9000, Sample Contract Language

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

Supplier to Service Provider Metrics Request Letter

Template - Supplier to Service Provider Metrics Request Letter (DOC,17.5KB)