TL 9000 Consulting Services
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.
major telecommunications
service providers and suppliers, as well as smaller organizations needing
implementation assistance or customized training on the new requirements.
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.
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.
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