QuEST Forum TL 9000 Jump-Start Program. TL 9000 Enterprise Registration Approach and Lessons Learned

Transcription

1 QuEST Forum TL 9000 Jump-Start Program TL 9000 Enterprise Registration Approach and Lessons Learned John Wronka Alcatel-Lucent 24 September, 2006 Dallas, Texas, USA

2 Discussion Topics What is meant by a Unified QMS? Requirements for a Multi-Site registration Our Continuing TL 9000 Journey Benefits of an enterprise approach Lessons Learned Contact Information

3 Unified QMS Objective Develop a customer-focused, unified Quality Management System to support a global multi-site ISO/TL 9000 Registration Speak with one voice to customers Eliminate duplications/redundancies of multiple registrations Employment of common processes resulting in uniformity and consistency Better utilization of resources Savings in cost due to a single registration

4 Unified QMS Definition Integrated set of policies, procedures, processes, and metrics used to satisfy customer expectations: Strategic Business Planning Unified quality and customer satisfaction objectives are aligned with strategic business plans Understanding customer requirements and building relationships Operational processes capable of selling, managing, developing, building and delivering products and services to our customers People trained and qualified to execute the processes, Metrics to understand the effectiveness in meeting customer requirements Management review and audits to monitor performance and to drive improvement

5 Requirements for a Multi-site Registration Additional Requirements from IAF Guidance 62 Common Processes Required Document Control Management Review Preventive Actions Corrective Actions Internal Audit Planning Nonconformities must be evaluated for system impact

6 Former Lucent TL 9000 Journey Lucent Participates In the Charter TL9000 Pilot- One Product Category Program established to consolidate multiple registrations under single, global Lucent Management System (LMS) Mar 04- all existing TL 9000 registrations successfully consolidated to include over 100 locations, 21 product categories Sept 05 Additional Product/ Service Categories, and location scope extensions Recertification Further simplification, a and commonality Multiple individual ISO 9000, TL9000 registrations Mar 03 Mobility achieved single registration across multiple locations July 03 Supply Chain Networks achieved registration of multiple sites to single TL 9000 certificate A Single Multi-site Registration Currently With: 170+ locations, 25 Product Categories, ~ Employees Hardware, Software and Services Sept 04 - All existing ISO 9000 registrations consolidated Mar 06 Additional Product/ Service Categories, and location scope extensions

7 Plan to Single Multi-Site ALU Certificate Current x-ala Certificates (58) Plan 1. Go thru scheduled 2007 audits -1H07: As legacy system. After audit, revise QMS to ALU QMS; 4.0 compliant if TL -2H07: Revise QMS to ALU QMS as feasible. If not, follow above. 4.0 compliant if TL 2. Add to Multi-Site certificate x-lu Certificate Single Multi-Site Recertified March compliant QMS processes: July 2007 Surveillance & 4.0 compliance audit: 1Q2008 Integrate certificates through scope extension audits beginning 1Q2008 Alcatel-Lucent Single Multi-Site Certificate 4.0 x-nortel WCDMA Certificate (1) 1. Go thru scheduled May 2007 audit. After audit, revise QMS to ALU QMS; 4.0 compliant 2. Add to Multi-Site certificate Integration plan covers upgrades from ISO to TL and new certifications of products/services

8 Governance Model Program Manager Steering Committee- Senior Leadership Team Dedicated QMS Staff Cross Functional Core Team Associates

9 Project Plan Formation of Core Team Gap Analysis (use of TL maps) Identification: Common vs. Local Processes Internal Audits Design and Execution Training Management review Registration Audit

10 Unified QMS Project Structure Alcatel-Lucent Senior Leadership Team Quality & Customer Satisfaction Leadership Team Project Owner/Project Director Final review/approval Executive champions Periodic review Project guidance Project direction/management ALU QMS Project Team - Fulfill project charter S U B 4.0 Transition TL Mapping/ Manual/ QMS structure Common Processes BDs & Regions Training & Communication Registrar/ Selection T E A M S Coordinate the transition of existing QMS s from Requirements version 3.0 to 4.0. Document interactions between units/regions etc. Document the applicability of requirements based on defined unit roles Resolve overlaps & gaps Define ALU QMS structure Develop/Deploy unified processes: Management Review Internal Audits CA / PA Document Control TL Measurements ESD/Calibration Document interactions within unit/region Document the applicability of requirements within unit/region Define BG/region QMS to ALU QMS specs Deployment plan Develop/Deploy communication plan. Develop/Deploy training plan. Track/Document quantifiable business results: Single registrar selection criteria

11 Benefits of an Enterprise Approach One Look to customers Homogeneous supplier quality management Management Review Consolidated results, common corrective actions supported with top executive action External Audit Results global sampling (cost savings) facilitates comparison across sites, local AND corporate processes reviews, results are shared with top executives Corrective Actions in addition to local actions, common problems are fixed once Facilitates best practices deployment and drives common process and tools more efficient use of resources Facilitates corporate integration of other frameworks (CMMI, EH&S)

12 Lessons Learned Summary Focus on business benefits to gain and maintain Top Management Support Define dedicated resources to drive the effort Treat the effort as a project PMI certification is a plus Establish a Cross-organizational core team that meets frequently Early engagement helps global buy-in and support Stay on top of and communicate organizational changes Facilitates follow-up, including scope extensions Establish a short and long-term QMS strategy and architecture based on customer and business drivers Utilize the web for communication, conference calls, document access and training Identify and maintain internal auditor pool emulate external auditor type questions during internal audits Drive towards common process (1 st ) and tools (2 nd ) Corrective actions must be reviewed at both the local and corporate level and can drive decisions on common tools Move towards a centralized process for reporting on metrics

13 TL 9000 Enterprise Registration Approach and Lessons Learned Thank You! John Wronka, Alcatel-Lucent