TL9000知识培训-测量.ppt

* TL 9000 Quality Management System Measurements Handbook 3.5 Problem - Critical Conditions that severely affect service, capacity/traffic, billing and maintenance capabilities and require immediate corrective action, regardless of time of day or day of the week as viewed by a customer on discussion with the supplier such as a) a loss of service that is comparable to the total loss of effective functional capability of an entire switching or transport system, b) a reduction in capacity or traffic handling capability such that expected loads cannot be handled, or c) any loss of safety or emergency capability (e.g., 911 calls). Problem - Major Conditions that seriously affect system operation, maintenance and administration, etc., and require immediate attention as viewed by the customer on discussion with the supplier. The urgency is less than in critical situations because of a lesser immediate or impending effect on system performance, customers and the customer’s operation and revenue such as a) reduction in any capacity/traffic measurement function, b) any loss of functional visibility and/or diagnostic capability, c) short outages equivalent to system or subsystem outages, with accumulated duration of greater than 2 minutes in any 24 hour period, or that continue to repeat during longer periods, d) repeated degradation of DS1 or higher rate spans or connections, e) prevention of access for routine administrative activity, f) degradation of access for maintenance or recovery operations, g) degradation of the system’s ability to provide any required critical or major trouble notification, h) any significant increase in product related customer trouble reports, i) billing error rates that exceed specifications, or j) corruption of system or billing databases. Problem - Minor Conditions that do not significantly impair the function of the system. Problems that do not significantly impair the functioning of the system and do not significantly affect service to cust