TL 9000 Consulting Services

SAM's experienced consulting staff includes specialists with extensive telecommunications experience, including many who were active participants in the QuEST Forum's development of the TL 9000 handbooks and training materials. STAT-A-MATRIX is a QuEST Forum approved developer and provider of Forum-sanctioned training materials. Since we have worked with the QuEST Forum since 1999 as one of the original two approved training developers and providers of QuEST Forum sanctioned training materials, our offerings include QuEST forum sanctioned training courses. Thus clients who engage us can be assured that our guidance is aligned with the QuEST Forum’s intent relative to TL 9000 Requirements and Measurements.

STAT-A-MATRIX clients include major telecommunications service providers and suppliers, as well as smaller organizations needing implementation assistance or customized training on the new requirements.

STAT-A-MATRIX also provides consulting services for companies that need assistance in complying with some of the more specialized requirements of TL 9000, such as those specified in the TL 9000 QMS Measurements Handbook. Note also that Six Sigma is a logical follow-on to TL 9000 and fits well with the measurements and continual improvement requirements of the telecommunications industry.

Our Integrated TL 9000 Implementation Program is a full turn key approach aimed at helping organizations achieve TL 9000 registration within one year. Our approach combines the elements of upfront planning, TL 9000 training and follow-up consultation to ensure effective knowledge transfer and successful implementation efforts throughout the project. The intent is to not only assist in your registration efforts, but to also use the TL 9000 implementation to help focus on opportunities to reduce costs, increase efficiencies and reduce cycle time. In addition, our significant expertise with other quality methods enables us to help you harmonize your TL 9000 approach with programs such as Six Sigma and Lean. The result gives your organization a larger cadre of tools to enhance the value of your TL 9000 management system.

STAT-A-MATRIX services and training map to the major critical activities necessary to achieve TL 9000 registration. Therefore, we can provide the right level of training and consulting at the right phase of your implementation plan to reduce your staff hours needed to achieve TL 9000 registration, while, at the same time, matching your company’s operating style, business goals, culture and budget. Our approach is not "one size fits all.” We will work with your executive team to tailor the program to your specific needs.

A TL 9000 Implementation Critical Activity Timeline and a description of our training and consulting services are described below. Our offerings are numbered in line with the timeline. Please call (800) 472-6477 for more details.

1) TL 9000 Executive Overview

This QuEST Forum sanctioned offering is intended to give key leaders throughout an organization the opportunity to begin understanding the effort, impact, and benefits of implementing TL 9000. The 4-hour format allows for greater detail to be presented as it pertains to the participants’ objectives and prepares them to begin communicating basic information to their colleagues. This course is typically presented on site for an organization so that discussions can focus on organizational needs.

2) TL 9000 Implementation Training

This QuEST Forum sanctioned course will provide a thorough understanding of the steps necessary for successful implementation of TL 9000 quality management system requirements and measurements. Whether your company has a mature quality management system in place, or one under development, this program will provide attendees with a roadmap for successful TL 9000 implementation and compliance.

3) TL 9000 Implementation Planning Support

Gap Assessment

A STAT-A-MATRIX TL 9000 EXPERT will conduct a Gap Assessment of your facility:

• Visit your facility(ies) in order to gain a thorough understanding of your organization and its unique needs and requirements
• Perform an evaluation of your organization’s current quality management system against the TL 9000 Quality Management System Requirements; this evaluation will include a review your current processes, documentation, etc.
• Review your organization’s goals and business plans related to implementation/registration
• Provide an assessment report, both verbal and written, outlining the findings and identifying findings, observations and recommendations that will help ensure compliance

Gap Closure Plan

Following the Gap Assessment, during the Gap Closure Planning Session, time will be spent with key individuals, determining the best course of action for your organization. During this time, using action items from the Gap Assessment, our consultant will assist you in clearly defining the current status of your system, establishing management and staff responsibilities, and identifying key processes and process owners. The result of this meeting will be a project plan that will serve as the roadmap for your organization’s TL 9000 implementation project.

4) TL 9000 Implementation Support and Guidance

Process Mapping

This support is designed to teach attendees to map their business processes in order to identify where the processes need improvement, as well as how to document them. Process mapping is one of the fastest ways to lower errors, increase productivity, and improve customer service. Discussion will include how the processes need to change to accommodate TL 9000 requirements

Documentation

Dependent upon your organization’s needs we can offer the level of documentation support required by guiding your own key management staff and process owners in creating Level 1, Level 2 and Level 3 documentation or supplementing your existing documentation. We can assist you in learning to evaluate, prepare, and analyze documentation requirements, write instructions and system-level procedures, and implement the system. We can also review your documentation for adequacy, completeness and clarity.
Identification of Key Process Metrics

Key process metrics will enable your organization to measure process performance, drive improvement and customer satisfaction, two key aspects of TL 9000. Process metrics also feed into your quality objectives and continuous improvement programs. We can provide training and assistance in developing measurements, analyzing results and determining appropriate actions.

Employee Training

STAT-A-MATRIX can provide various types of training to the employee population to ensure that you meet TL 9000 training requirements

Introduction to the TL 9000 Management System

This briefing is designed for staff members to understand the TL 9000 implementation process and their role in it. Easily customized, this program can serve as a management orientation or a general overview for all employees.

Fundamentals of Quality Management

This is an excellent starting point for those who are unfamiliar with quality management systems or who want a refresher course in basic quality concepts. The course includes basic concepts of problem solving, process management, continual improvement, and documented management systems, such as TL 9000. the course could be tailored to meet your needs.

General Project Guidance Tailored To Your Needs

In addition to conducting the initial Needs Assessment, STAT_A_MATRIX can provide your organization with periodic / as-needed project support, including both training and consulting. Some of the consulting support that we can provide includes, but is not limited to:

• Provide periodic implementation program assessments. Recommendations will be made both verbally and in writing. Provide management debriefings, reviewing all assessment findings.
• Review, as required, program management plans, internal audit programs, quality policy, quality manual, operation of TL 9000 core team, communications plan, documentation, and available procedures and work instructions.
• Assist in the presentation of the quality management system requirements and implications of TL 9000 to involved management and staff, assisting your company in ensuring that the management and staff at all levels are aware of the objectives of the Quality Assurance program.
• Assist and advise on the development and implementation of new systems, or enhancement and maintenance of existing systems, including preparation/enhancement of the quality manual and associated procedures and documentation.
• Assist in registrar selection
• Assist and advise in the preparation and submission of applications to the assessing body, including reviewing documentation and systems to maximize the probability of successfully being recommended for registration by the assessing body at the conclusion of the initial audit.
• Our resource will help you prepare for both Pre-assessment and Registration assessments and will aid in the post assessment activities.

5) TL 9000 Measurements Support

Most organizations find that the development of a TL 9000 measurements systems is the critical path for successful registration. TL 9000 metrics will enable your organization to measure product and service performance and management system effectiveness, two key aspects of TL 9000. We will provide additional explanation of the applicable TL 9000 measurements, and help you generate a plan for TL 9000 measurement collection, analysis and reporting. These key metrics will enable your organization to collect standardized measurements and do a competitive analysis of your performance against composite data of other companies that report data on similar products.

Deliverables include:

• Assist in the creation of a TL 9000 Measurements Map, to enable your organization to develop the required TL 9000 measurements collection and reporting processes.
• Review product categories to ensure the correct selection and measurements rules.
• View opportunities for improvement in relation to TL 9000 Measurements collection and reporting.
• Identify and study key metrics, which will enable your organization to measure and improve customer satisfaction.

TL 9000 Quality Management Systems Measurements

This training provides the skills required to develop, implement and report measurements that meet the requirements in the TL 9000 Quality Management System Measurements requirements. This program will help your organization understand the complexities of the measurements and is easily customized to ensure coverage of measurements applicable to your registration type.

6) Internal Audit Support and Training

Internal Auditor Training

This three-day QuEST Forum sanctioned course provides the information and guidance that auditors must have in order to verify the implementation and evaluate the effectiveness of TL 9000 requirements and measurements. Since this same course is also used to train registrar auditors, this provides an advantage in enabling your internal auditors to ensure the organization is ready for registrar assessments. The program is structured to “bridge the gap” between ISO 9001 and TL 9000 from the perspective of an auditor.

Internal Auditing Guidance

Assist with developing, implementing and conducting an Internal Audit program, or enhancing your current one. We will guide your organization by assisting its Internal Audit teams with:

• Preparing for internal audit process
• Creating checklists, agendas, and forms to be utilized during the audit
• Facilitating internal audit results
• Identifying and implementing necessary corrective actions
• Mentoring / coaching internal auditors

Internal Auditing

You can outsource your entire internal audit program or any portion to STAT-A-MATRIX. We will plan, perform, provide feedback and audit reports.

Corrective And Preventive Action (CAPA)Support

This course provides corrective and preventive action (CAPA) requirements for ISO 9001 and TL 9000 registered/compliant companies in order to understand and implement these standards effectively. CAPA systems should provide critical input to top management relative to the status of the continuing effectiveness of the Quality Management System (QMS) and the efficiency and profitability of the organization.

We can provide training on CAPA systems, as well as system development guidance.

7) Management Review Consulting

STAT-A-MATRIX can assist in planning for your first Management Review, with support for agenda development, progress and performance report development and facilitation training. In addition, we could facilitate the meeting for you.

See also:

• The Integrated TL9000 Implementation Approach
• Six Sigma DMADV Overview
• Six Sigma DMAIC Overview