Tl 9000: A Guide to Measuring Excellence in Telecommunications

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9780873895095: Tl 9000: A Guide to Measuring Excellence in Telecommunications

Written by three people who have worked with TL9000 from the beginning, this book is designed to help new communications companies understand and implement quality standards. It provides examples and case studies from the industry along discussion of the issues debated during the development of TL 9000, the industry need to develop additional requirements beyond ISO 9001, and the identification of metrics that are aimed at driving continual improvement. Chapters address common requirements, hardware, software, service, TL 9000 metrics, data management and analysis, and feedback information. Annotation c. Book News, Inc., Portland, OR (booknews.com)

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About the Author:

Dr. Sandford Liebesman is ISO Manager for Corporate Quality & Customer Satisfaction, Lucent Technologies, where he is responsible for coordinating the TL 9000 and ISO 9000 efforts. He has over 27 years experience in quality assurance, reliability and quality management at AT&T, Bellcore and Lucent Technologies. Liebesman was a member of the international committee that developed ISO 9000:2000 and led the US Validation of the draft standards. He was also a contributor to the TL 9000 handbooks and has presented seminars on ISO 9000, TL 9000, total quality management and the MBNQA.

Alka Jarvis has 25 years of experience in software development, 12 of which have been in Total Quality Management. She is a Certified Quality Systems, ISO 9000 Lead Auditor (RAB) and also a Certified Quality Analyst. She has been a frequent invited speaker on quality assurance issues at International as well as domestic events and has worked in the quality management field in a variety of capacities for large organizations including Bank of America, Pacific Bell, Pacific Gas & Electricity, Apple Computers Inc. and Charles Schwab.

Ashok V. Dandekar is Director of Quality Management at Fujitsu Network Communications, Inc. where he was responsible for implementing the TL 9000 standard in Fujitsu’s Engineering division. He is a founding member of the requirements and metrics work groups of the QuEST Forum which worked to develop the Quality System Requirements and Quality System Metrics for the telecommunication industry, which gives him the unique perspective of having developed and implemented the TL 9000 standards. Dandekar has written articles and made many presentations on TL 9000 and the QuEST Forum around the world.

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