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1 © Nokia Solutions and Networks 2014
Adoption & Reinforcement - Applying TL 9000 in R&D Businesses
Public
QuEST Forum 2015 APAC Best Practice Conference
Author/Presenter: Yanbin Sun
14-04-2015
2 © Nokia Solutions and Networks 2014
Key facts about Nokia Networks
Public
11.254,600no.1 no. 3
120
Ranking, macro
base station
vendor
competitive
assessment
Global market
share in mobile
radio
Employees
globally
Our net sales
in 2014
bn
€
100+
Telecoms
experience
in years
Countries
we operate in
162
Total public LTE
references
no.2
Global market
share in telecom
services
3 © Nokia Solutions and Networks 2014
Background
Customer Demands
Business Advantage
Public
4 © Nokia Solutions and Networks 2014
Voices from R&D Organizations
Quality Managers:
I believe TL 9000 will optimize our QMS. How can we handle the significant changes and ensure business benefits from this?
R&D Engineers:
More requirements? More processes? More documentation?
I love Agile and don’t want to go back to old development model!
Business
Managers:
I heard TL 9000 is more rigorous. Will our customers and business really benefit from this?
Project Managers:
Schedule! Resources! Deliverables!
Public
5 © Nokia Solutions and Networks 2014
Challenges
•92 adders
•24 for design &
development. Most of
others are applicable.
•Measurements - New!
•Business Management
o Customer benefits
o Business benefits
•Program/Resource
management
o Change impacts
o Resource allocation
o Schedule impacts
•Research, design and
development
o Compatibility &flexibility,
e.g. Agile methodology
o Practical processes
Concerns Inside
TL 9000
Public
6 © Nokia Solutions and Networks 2014
Stakeholders Activities Management
TL 9000 Deployment Model
Structured Deployment Program
•Customers
•Management
•Product lines
•Function areas
•Quality
•Gap assessment
& audits
•Trainings
• Improvements
•Phases
•Milestones
•Actions
•Review & tracking
Public
7 © Nokia Solutions and Networks 2014
Utilize Experts in Different Areas
QMS Expert Subject Matter
Expert (SME)•Familiar with QMS
requirements
•Capability for
compliance
verification
•Know processes
•Know technical
needs
• Influences
Consultation,
Assessment/ Audits
Evaluation, Optimization
& Implementation
Compliance with the QMS, Improvement of Work processes
Public
8 © Nokia Solutions and Networks 2014
Deployment - Adoption
QMS
ExpertsSMEs
QMS Support/Audit Processes Guidance
R&D Engineers
Process Implementation
Project reviews
Project management
Business
Reviews
Quality Reviews
Project
ManagersBusiness
Managers
Business
objectives
Business
performance
Requirements
Resources
Schedule
Products
Deliverables
TL 9000 Deployment
Program
Public
9 © Nokia Solutions and Networks 2014
Changes- Reinforcement
Quality Managers:
Observed
• Attitude change
• Behavior change
Business Managers:
• More actively involved
• Business performance is visible
• More data and facts support decision making
Project managers:
• No overwhelming impacts
• Enhancements in risk and project management
Subject Matter Experts:
• New insights to processes
• Selecting solutions
• More improvements beyond the QMS requirements
R&D Engineers:• Practical/efficient processes. Life is easier
• Motivated to improve
Public
10 © Nokia Solutions and Networks 2014
Outcomes – Customer & Business Benefits
Successfully
extended scope
of TL 9000
certification
Contribute to
product quality
improvements
67% decrease of new
customer defect reports,
43% decrease of open
customer defects
70% decrease of outages Positive
feedbacks from
customers
2012 2014
Public
11 © Nokia Solutions and Networks 2014
• A structured change management program
and SME’s contribution
• Internal audits can
- Determining compliance
- Evaluate processes robustness
- Identify improvement initiatives
Lessons Learned
Public
12 © Nokia Solutions and Networks 2014
Contact Information
Yanbin Sun
Quality Manager
Nokia Networks
http://networks.nokia.com/
Public
