Q&A - Service Quality - SQ
The Contact Us function at the top of every page on the tl9000.org
website is the preferred means for asking questions and receiving answers from the subject matter experts
of the TIA QuEST Forum. Over the last few years many questions have been answered through this means. The
number of each question is the ticket number in the Contact Us tracking system.
These questions generally relate to the Service Quality (SQ) measurement.
Question 9780 — We are trying to establish TL 9000 QMS, what is the
logic behind calculating / defining a maintenance call back for Service Quality (SQ)? What data must be
used as a source for input to SQ maintenance?
Answer — As noted in Table A-2, category 7.3.1, “a maintenance
action is a site visit to a customer’s location for the purpose of performing maintenance. A maintenance
callback is a site visit to a customer’s location or remote intervention either through telephone/electronic
contact with local personnel or through remote system access to perform maintenance. The source of
the data would be the organizations records of maintenance actions and its records of which of those
actions required repeated attempts before the issue was finally resolved.
Question 11321 — Should the Service Quality (SQ) measurement be
based solely on internal (company) audits and or should it also include customer reports? The Measurement
Handbook is not clear on this point.
Answer — Section 9.1.5 of the Measurements Handbook states that 'Data
for the SQ Measurement are derived from analysis by the organization.' If a customer reports a service
quality problem to the organization, then the organization must analyze the report to determine if it is
to be reported in the SQ measurement. A service quality report by the customer is not automatically
included in the SQ measurement report.
Question 11417 — About the calculations of SQ-7.3.1 (Network Maintenance),
for one FRU replacement: There are 4 maintenance visits of which 3 visits were for the purpose
of maintenance rework. Then the denominator is 4, and the numerator is 3, the value is 75%, am I
right?
Answer — NO. The denominator is 1 (SQt) and the numerator is 3 (SQd) so
the value is 300%.