Quality Improvement Trends in Communication Technologies Companies Using the TL 9000 Quality Management System

DALLAS, Nov. 8, 2011 /PRNewswire/ -- QuEST Forum will release its fourth report in the series on the state of communications quality 8 November at the 2011 APAC Best Practices Conference in Beijing, China.  The study focuses on Edge Router Product Category trends over a five year period from 2006 to 2011.

In the first three QuEST Forum industry papers, Problem Reports, Fix Response Time and On-Time Delivery for Edge Routers were discussed.  This paper reviews sustained performance data from TL 9000 Industry Average and Monthly Average trends.  For the first time, the paper also examines Software Fix Quality, which was introduced to TL 9000 in 2007.

Highlights of the study include:

• Critical Problem Reports for the Edge Router Product Category improved from an Industry Average of around 0.0017 from 2006 to 2009 to an Industry Average of 0.0004 from 2009 to 2011 representing a 76% improvement.
• Major Problem Reports for the Edge Router Product Category improved from an Industry Average of around 0.0055 from 2006 to 2009 to an Industry Average of 0.00037 from 2009 to 2011 representing a 90% improvement.
• Minor Problem Reports for the Edge Router Product Category improved from an Industry Average of around 0.0410 from 2006 to 2009 to an Industry Average of 0.01400 from 2009 to 2011 representing a 66% improvement.
• Major Fix Response Time for the Edge Router Product Category was consistently between 75% and 95% for all five years studied.
• Software Fix Quality for the Edge Router Product Category ran at less than 0.2% of software fixes that were determined to be defective.

To obtain a complete copy of the report, please visit the TL 9000 website at www.tl9000.org or download via the following link: http://tl9000.org/pdrs/documents/EdgeRouter_Final.pdf.

Formed in 1998, QuEST Forum is a unique collaboration of communications service providers and suppliers across the world dedicated to improving operational performance and supply chain quality and performance.  QuEST Forum unifies the global communications community through the implementation of TL 9000, a telecom-specific quality management system that is built on ISO 9001 and the eight quality principles.

SOURCE QuEST Forum