What does TL 9000 cover?
TL 9000 builds on ISO 9001 with telecommunications requirements and performance measurements. The applicable product or service category affects the measures and controls needed. Consistent measurement supports meaningful evaluation of quality performance.
Who it is for
Telecommunications and ICT organizations within relevant hardware, software or service categories.
Key areas to understand
Start with these areas. Identify which requirements apply to your activities and who is responsible for them.
- 1Confirm the product or service category and requirements.
- 2Control delivery and lifecycle quality.
- 3Maintain reliable performance measurements and use the results.
Evidence to prepare
This list is a starting point. Check the standard for all required documents. For each item, record who is responsible, the activity or site it relates to, and a recent example showing how it works.
- Category and scope records
- Customer and service requirements
- Product or service change records
- Measurement definitions and source data
- Performance reviews and improvement actions
Keep records that explain what was checked, which requirement was used and who checked it. Include any action taken when a requirement was not met. Link each record to the work it supports.
An internal audit example
Suggested checks from 4Auditee
Pick one reported performance measure and trace it back to operational records. Check how the team handles exclusions and corrections. Follow an adverse trend into the improvement decision and compare a later reporting period for evidence of change.
Choose a sample that suits your activities and risks. If you find a gap, record the requirement, the evidence and what was missing. Check more examples if the first results suggest a wider problem.
A common problem to check
A dashboard can conceal inconsistent definitions. Verify how the measure is calculated before comparing results across teams or periods.
Prepare for assessment
The assessment type for this guide is sector-specific management-system certification. Confirm the requirements, what will be assessed and how the assessment will work with the responsible body or customer. These steps help you prepare. You must also follow the scheme’s official rules.
- Define what is covered. List the products, services, activities and sites. Record the standard edition, additional scheme rules and customer requirements.
- Find what is missing. Compare the requirements with current work. Prioritise gaps by risk. Assign someone responsible and a completion date.
- Keep records of everyday work. Check a sample of actual records and speak with the people involved. Make sure they understand their responsibilities.
- Check the results. Complete internal reviews and audits. Check that corrective actions worked before closing problems.
From one site to many
Make it easy to find who is responsible at each site. Keep company policies separate from records of local work. Link each site’s records to its activities, risks and requirements so you can spot gaps at individual sites.
Sites that share a management system do not automatically qualify for one certificate or assessment. Confirm which sites can be included and how they will be checked with the assessment body.
About this guide and its sources
4Auditee wrote this guide using the public source below. The evidence list, audit example and preparation steps are our suggestions. Read the official standard and scheme rules for the full requirements. This guide does not include the standard’s full text or provide certification.
DNV: TL 9000 reference information