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Harmonizing Quality Efforts in the Global Telecommunications Industry

Harmonizing Quality Efforts in the Global Telecommunications Industry. EIRUS Meeting May 15 th 2003 Richard Woodruff QuEST Forum Chairman Belgacom CAO www.questforum.org. 2003 Strategic Direction. Vision

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Harmonizing Quality Efforts in the Global Telecommunications Industry

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  1. Harmonizing Quality Efforts in the Global Telecommunications Industry EIRUS Meeting May 15th 2003 Richard Woodruff QuEST Forum Chairman Belgacom CAO www.questforum.org

  2. 2003 Strategic Direction Vision The QuEST Forum is the key global force in the telecommunications industry to improve quality of products and services to customers Mission Create a telecommunications industry-leading quality system with standardized performance measurements and share best practices through industry collaboration

  3. Forum Structure One Voting Member per Company Service Providers, Suppliers, Liaisons Members of QuEST Forum Chair Vice-Chair 10 Directors Chair alternates between Service Providers and Suppliers 6 Service Providers 6 Suppliers Board of Directors2003 ChairRichard Woodruff - Belgacom Forum Administrator (ASQ) Measurements Administrator (UTD)

  4. 2003 Executive Board Chair and Vice Chair • 2003 Chair - Richard Woodruff Belgacom Chief Administrative Officer, Group Facilities & eBusiness Services • 2003 Vice Chair - Everett McNair Corning Cable Systems Vice President, Customer Support Services

  5. 2003 Executive Board Directors Service Providers • Nick Addante – Bell Canada Acting Vice President, Supply Chain • George Dowell - Verizon Senior Vice President – Corporate Sourcing • Tim Houghton – BellSouth Vice President & Chief Procurement Executive of Supply Chain Services • Marty Lustig - Sprint Vice President of Corporate Quality Development • Steve Welch - SBC President, SBC Procurement Corporate Real Estate

  6. 2003 Executive Board Directors Suppliers • Dixie Garr – Cisco Systems, Inc. Vice President of Customer Success Engineering • Lynn Mercer – Lucent Technologies Global Quality Officer • Pat Rhodes – Nortel Networks Vice President, Global Quality & Processes • Olga Striltschuk, – Motorola Corporate Vice President & Director Operations Worldwide • Masahide Sekiguchi - Fujitsu General Manager, Global Quality, Transport Group

  7. QuEST Forum Focus • Continued Growth • Global Reach • Collaboration • Business Excellence

  8. 2003 Strategic Direction Objectives A Provide a collaborative global forum of industry leaders B Identify and share best practices C Harmonize global industry quality system requirements and measurements

  9. 2003 Strategic Direction Work Groups • Oversight (for operations & coordination) • Global • Telecom Business Excellence • Integrated Global Quality Requirements and Measurements

  10. 2003 Work Groups • Oversight Chair – Brendan Pelan (Verizon) Vice Chair – Ashok Dandekar (Fujitsu) • Global Co Chair – Bryan Glutting (Atlanta Cable Sales) Co Chair – To Be Determined

  11. 2003 Work Groups • Telecommunications Business Excellence Chair – Irv Briks (BellSouth) Vice Chair – Rachel Buckley (SBC) • Integrated Global Quality Requirements & Measurements Chair – Rick Werth (SBC) Vice Chair – Angela Hall (Tekelec)

  12. 2003 Strategic Direction Global • Develop and Implement a policy for regional QuEST Forum representation through other groups • Develop and implement global work structures • Identify and recruit key companies for membership • Integrate EIRUS IPQM efforts with QuEST Forum

  13. 2003 Strategic Direction Telecom Business Excellence • Establish the QuEST Forum best practices process • Evolve the conference to include enhanced recognition • Develop a system to facilitate the sharing of best practices across the QuEST Forum membership

  14. 2003 Strategic Direction Integrated Global Quality Requirements and Measurements • Deliver effective TL 9000 requirements and measurements documents • Optimize the performance and utilization of the measurements database • Develop a QuEST Forum product portfolio roadmap. • Establish a QuEST Forum coaching and tool kit service to facilitate quality system implementation.

  15. T L 9 0 0 0 Common TL 9000 Metrics Measurements Handbook Hardware Software Services Common TL 9000 Requirements Requirements Handbook Software Hardware Services StandardISO 9001:2000 TL 9000 Model

  16. TL 9000 Model TL 9000 Quality System Requirements TL 9000 Quality System Measurements Measurements Repository Registration Repository Sanctioned Training Material & Selected Trainers

  17. Jan 2000 Apr 2003 TL 9000 Registrations

  18. EIRUS - QuEST Forum Activity • Working together since late 1999. Standing QuEST Forum EIRUS Liaison sub-team • Comments from EIRUS included in review of all editions of the Measurements Handbook (2.5, 3.0 & 3.5) • Presentations at each other’s meetings • Key presentation from EIRUS on E-IPQM (Development process quality measures) at Berlin QuEST Forum 7/2001 • Lead to formation of joint EIRUS/QuEST Forum team to develop specific adders for next Requirements Handbook

  19. Design Process Quality Measures • Team consisting of members from QuEST Forum and EIRUS, meet during 2002 • Working from EIRUS experience, developed for next edition of the Requirements Handbook - • 3 New adders, 1 addition to existing adders, 1 new note • Appendix providing guidance for tailoring measures to specific development project • All material approved for inclusion in draft R4.0 Requirements Handbook.

  20. Where we are going COMPLIANCE EXCELLENCE US CENTRICGLOBAL SEGMENTEDHARMONIZED ITERATIVEINNOVATIVE Strategic Direction Future Focus

  21. Leveraging Momentum • 2001 Global Conferences • Germany, Argentina • 2002 Global Conferences • Korea, Brazil, Belgium • 2003 Global Conferences • Mexico City, Hong Kong, Europe (TBD) • EIRUS Relationship (Europe) • ISO Relationship • Global Reach workgroup

  22. Collaboration Service Providers 13 Suppliers 65 Liaisons 38 Total QuEST Forum Members 116 43% non-U.S. Based

  23. Strong Growth from 4Q98 to 1Q03 116 120 80 46 40 0 4Q98 1Q03 Through May 2003 Membership Numbers

  24. APAC HUB Evolving Global Structure Central Hub Americas HUB EMEA HUB HQ Exec BD & Work Groups Regional Operations Regional Operations Regional Operations

  25. Leadership Structure (under consideration) • Select Regional Directors to govern Forum efforts within the regions ( Americas, EMEA & Asia Pac ) • Regional Directors reports to the Global Work Group for regional strategy & targets • Dotted line reporting relationship to the Executive Board for funding • Works through all Work Groups for regional “products”

  26. Region Responsibilities • Increase Forum membership, representation & participation within the region • Increase Forum resource availability within the region • Regional Conference – Planning, managing , hosting & sharing lessons learned • Facilitate the recognition of TL 9000 as the Global industry standard • Identify regional requirements, needs, products, TL9000 and Forum region-specific benefits

  27. Project Schedule Activity April 2003 Develop Work Plan , Define Charter June 2003 Develop, review & approval of Global Governance July 2003 Recruit & appoint Regional Vice-Chairs Sept. 2003 Vice-Chairs on-Board; Completion of Operational Model including Regional Targets & Strategies Oct. 2003 Develop Marketing Plan in parallel to Operational Model Dec. 2003 All regions fully operational

  28. SERVICE PROVIDERS (13) • AT&T • Belgacom • Bell Canada • BellSouth • Boston Communications Group • British Telecommunications • Nippon Telegraph and Telephone • PCCW-HKT Limited (Hong Kong • SBC • Sprint • Telstra • Telkom South Africa • Verizon Communications

  29. LIAISONS (38) • AQSR • BSI • Bureau Veritas Quality International • CEPREI Certification Body (China) • D-A-CH Certification Bodies(Germany-Austria-Switzerland) • DNV Certification • Excel Partnership • Hong Kong Quality AssuranceAgency • IAAR • IAF • IMQ SpA (Italy) • Intertek Testing Services • IQNet Association • JIC Quality Assurance (Japan) • JQA (Japan) • KEMA • KMAQA (Korea) • Korea Productivity Center Quality Assurance • Korea Quality Assurance • Korean Foundation for Quality

  30. LIAISONS (38) • Korean Standards Association • LRQA • Metroplex Technology BusinessCouncil • NQA • NSAI • Perry Johnson • PSB Certification • QMI • RoxTel • SAI Global • SGS InternationalCertification Services • SMICC • Stat-A-Matrix • Technofer Ltd. (Japan) • TUEV CERT (Germany) • TUV Rheinland of N.A. • UL • ZNIIS (Russia)

  31. SUPPLIERS (65) • 3M Telecommunications • Acbel Polytech • ADTRAN • Advanced Fibre Communications • Agilent Technologies • Alcatel • American Cable Assemblies • Andrew • Atlanta Cable Sales • Avaya • Belden Communications • Division • CABLCON • C-COR.net • Celestica • Ciena • Cisco • CommNet International • CommScope • CommWorks • Comverse • Corban Communications

  32. SUPPLIERS (65) • Corning • CTDI • Flextronics • Fujitsu • General Dynamics • Huawei Technologies • Intec Telecom Systems • Intel Corporation • Interphase • Jabil Circuit • J.D. Edwards • JDS Uniphase • Juniper Networks • Krone • LeeMAH Electronics • Lucent Technologies • Marconi • Motorola • NEC Groups • Nokia • Nortel Networks

  33. SUPPLIERS (65) • OFS • Orius • Pacific Network Supply • Pirelli Communications Cablesand Systems NA • Samsung Electronics • SchlumbergerSema • Siemens ICN • Solectron • Somera Communications • Sonus Networks • Spirent Communications • Superior TelecommunicationsTekelec • Telamon Technologies • Telcordia Technologies • Telecommunication Systems • Tellabs • Telmar Network Technology • Tyco Electronics • Unisys • Volt Telecommunications Group • Westell • ZTE Corporation

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