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)