TL 9000之實施與個案研究

Abstract

TL 9000為國際知名的通信電子業製造商及供應商，組成通訊業卓越品質論壇，所發展之通信電子業品質系統標準。TL 9000以ISO 9000為基本架構，並以通訊業硬體、軟體及服務的需求發展出特別的條文，分成兩個部分：TL 9000品質系統要求及TL 9000品質系統衡量指標。它結合了各項國際標準之優點，及美國國家品質獎的內容，為一種對品質績效有效管理之標準。本論文採個案研究的方式，針對個案公司實施TL 9000的過程及結果進行研究，研究結果發現：導入TL 9000後各項品質指標有正向改善的趨勢，而客戶滿意度管理及持續改善則有賴高階主管強而有力的驅動；另外，輔導公司的選擇及教育訓練，這些都是導入TL 9000品質系統驗證成功的關鍵因素。

The TL 9000 is new set of telecommunications quality system requirements based on ISO 9000, developed by The QuEST Forum, comprised of telecommunications suppliers and service providers. It is defined in two handbooks: TL 9000 Quality System Requirements (QSRs) and TL 9000 Quality System Metrics (QSMs), each of these includes a section pertaining to all users, as well as section focusing on hardware, software, and services. Through a TL 9000 implementation case study, we found that the success factors to implement TL 9000 including high- level stuff strongly driving force, properly consultant selection, and employees well training. As a result of implementation the TL 9000 quality system, the quality metrics are positive trend through conducting continuing improvement and customer satisfaction management.