prodcat tables 4-0

8/4/2019 ProdCat Tables 4-0

1/64

Quality Excellence for Suppliers ofTelecommunications Forum

(QuEST Forum)

TL 9000

Quality Management System

Measurements HandbookAppendix A

Release 4.0


2/64


3/64

Appendix A

TL 9000 Quality Management System Measurements Handbook 4.0, Appendix A

Appendix A Product Category Tables Release 4.0

The Product Category Tables listed below are part of the TL 9000 standard.This is Release 4.0 of Appendix A of the Measurements Handbook. It may be

used effective February 1, 2007 for submitting TL 9000 data dated January2007 forward and must be used for submitting data dated July 2007 forwarduntil superseded by the next revision.

Each revision is an approved release by the QuEST Forum and is identified bya release number. The latest release of these tables and their effective datesare available via the TL 9000 website and shall be used in conjunction withregistrations per the rules noted in 4.1.1.

Organizations shall classify their products and report measurements according tothe product categories listed in Table A-1. The Measurement Applicability Table(Normalized Units), Table A-2, lists specific measurements that apply to eachcategory as well as the normalized units and other information necessary forcompiling measurement reports.

a) List of Tables

Table A-1 Product Category Definitions

Table A-2 Measurement Applicability Table (Normalized Units)

Table A-3 Network Element Impact Outage

Table A-4 Transmission Standard Designations and Conversions

Table A-5 Optical and Electrical Equivalency

Table A-6 Measurements Summary Listing

Table A-7 TL 9000 Data Submission Labels

b) Rules for Classification of Products

1) The definitions of product categories in Table A-1 shall be used byorganizations in categorizing their products.

2) An organization shall not classify a product in multiple productcategories. Therefore, any product from an organization must beclassified in exactly one product category.

3) General-purpose products, such as computers, shall be classified byspecific function, e.g., signaling, when provided as a system designed forthat function. Otherwise, they shall be classified in a separate category,for example, Common Systems-Computers, designed for the general-purpose product.

4) A product shall be classified according to its primary function. Forexample, a digital transmission facility product with performance

monitoring will be classified as a transmission product instead of anoperations and maintenance product.

5) The standard for classification is the product category, not the possibleuses for the product. For example, if a product classification falls in theOutside Plant category, all products that are consistent with that categorywill be classified as such, even if the exact same product is sometimesused in the customer premises and even if a particular organizationsproduct is sold primarily into the customer premises market.


4/64


5/64

Note 1 The information in this table may have changed. The latest release of this table and its effective date are web site. Visit http://tl9000.org/pct.htm for the latest version.

Note 2 Product categories listed in or will be used for possible data aggregation only. Measuremethe lower product category g.

Note 3 Bolded text in the product category definition indicates the primary function of the product category. Thioutage measurements.

TL 9000 Quality Management System Me

RED italicizedlistin



Category

Code

Category Name Definition Examp

1 Switching Equipment for the physical or virtual interconnection ofcommunication channels in response to a signalingsystem. The switching category is broadly defined toinclude packet or circuit switched architectures.

1.1 Circuit Switch Equipment for the termination of subscriber lines and/ortrunk lines and the dynamic interconnection of these portsor channels in a digital transmission facility. A circuit switchestablishes a dedicated circuit, as opposed to a virtual circuit,in response to a signal. Stored Program Control (SPC) is themost common type of switching equipment used at end officesand tandem offices. These systems use either analog or digitalswitching. The switching system used must have the capability

to send, receive and be actuated by signals, e.g., access linesignals, or inter-office in-band or common-channel signaling.This category includes all circuit switches regardless oftransmission medium, i.e., wireline or wireless.

En

Ta

Ta

Re

Se

Mo

1.2 Packet Switch Equipment for switching or routing data on virtual, asopposed to dedicated, circuits. The service is packetswitched in that the customers data are transported as asequence of data blocks (packets) that do not exceed aspecified size. This packetization permits data from manydata conversations to share a given transmission facilityeconomically through statistical multiplexing. Such dataconversations are known as virtual circuits, which are fullduplex and connection-oriented.


6/64

Note 1 The information in this table may have changed. The latest release of this table and its effective date are Visit http://tl9000.org/pct.htm for the latest version.






1.2.1 Legacy PacketProducts

Equipment providing X.25 packet or frame relay switchcapability. This includes Public Packet Switched Network(PPSN) equipment. The frame relay equipment is switchingequipment that operates at Open Systems Interconnection(OSI) Level 2 (hardware) to move variable-length Frame Relay

frames over virtual circuits from source to destination.

X.

Ac

Fr

1.2.2 Access Multi-service Equipment that switches packetized data from source todestination that includes the capability to connect to thecircuit switched traffic network. The packet data may includevariable length IP (Internet Protocol) and/or fixed length ATMpackets. These systems include circuit switched trunks/networkinterfaces (DS1, E1, T1, DS#, STM-1, OC-x, VC-12, etc.),tributary interfaces and line/customer side interfaces (POTS,ISDN, xDSL, GigE, PBX, DS1/E1, etc.).

Ac

AT

Ga

Se

Pa

Se

Mu

Wi

Tru

Ac

Mu

Lin1.2.3 Not currently used

1.2.4 Not currently used

1.2.5 Not currently used1.2.6 Not currently used1.2.7 Application Servers Equipment that provides IP based multimedia services. Vid

Ins

Vo

Muse

Me


7/64


8/64







2 Signaling Equipment for the provision of signaling, i.e., statesapplied to operate and control the component groups of atelecommunications circuit to cause it to perform itsintended function. In generally, there are five basiccategories of signals commonly used in the

telecommunications network: supervisory signals,information signals, address signals, control signals, andalerting signals. This category includes those signalingproducts that function within the telecommunicationsnetwork and excludes possibly similar products thatnormally provide enhanced services outside the network,or on the customer premises such as ACD, IVR, or voicemessaging systems.


9/64


10/64







2.2 Common ChannelSignaling (formerlySignaling TransferPoint (STP))

Hardware/software signaling equipment with common channelsignaling (CCS) functionality to support a variety ofapplications:

CCS Signal Transfer/Router (i.e. STP - MTP, SCCP),

CCS link terminations (i.e. end office, tandem office, wireless

office,etc.), and

CCS packet interconnect (MTP, IPS7).

Si

Si

Ensta

Si

2.3 Home LocationRegister (HLR)

Equipment to provide a permanent database used inwireless applications to identify a subscriber and tocontain subscriber data related to features and services. Itstores information such as service profiles, location and routinginformation for roamers, service qualification, interface formoves, adds and changes. It communicates with other HLRsand provides access to maintenance functions such as faultinformation, performance data, and configuration parameters.

Ho

2.4 Service Logic (SL) The set of software instructions stored in SCP for handlingTCAP messages. (TCAP is the Transactional Capabilities

Application Part of the CCS application protocol of ISDNproviding the signaling function for network databases.) Whentriggered, these instructions execute the appropriate servicelogic for messages. Service Logic software may be provided byan entity other than the SCP supplier.

Se

3 TransmissionSystems

Equipment for the connection of the switched andinteroffice networks with individual customers. An integralpart of the distribution network is the loop that connectsthe customer to the local central office (CO), thusproviding access to the interoffice network.


11/64







3.1 TransmissionMedia andStructure (OutsidePlant)

Products used to interconnect and physically support thevarious parts of the telecommunications network. Thisincludes products typically referred to as belonging to theoutside plant such as cables, supporting structures, andcertain equipment items such as load coils along with

other equipment types as noted below.3.1.1 Transmission

MediumFiber optic cable, metallic cable, or other physical mediumfor the transmission of analog or digital communications.

3.1.1.1 Metallic Products Metallic as opposed to optical or wireless transmissionmedia.

3.1.1.1.1 Metallic ConductorCable

Metallic pairs of conductors housed in a protective cable. Me

Ce

Hy

3.1.1.1.2 Metallic Connectors Devices used to terminate a metallic cable. Co

Co

3.1.1.2 Fiber Optic CableProducts

Optical, as opposed to metallic or wireless transmissionmedia.

3.1.1.2.1 Fiber Optic Cable Cables wherein light is propagated and any associatedcovering.

Lo Si

Si

Tig

Ind

3.1.1.2.2 Optical Connectors Device used to terminate an optical cable. OpMT

3.1.1.3 Transmission Sub-systems

Sub-systems embedded in the transmission medium otherthan cable or connectors

3.1.1.3.1 Active Sub-systems Active sub-systems containing electronics. Co

Fib


12/64







3.1.1.3.2 Passive OpticalSub-systems

Optical sub-systems containing no electronics. This includespassive optical modules containing two or more individualpassive optical sub-systems or systems.

Opdiv

Op

Coco

3.1.1.3.3 Ancillary Sub-systems

Other transmission sub-systems not specifically covered inother transmission component categories. Typically passive.

Su Bo

or

Ta

El

3.1.1.3.4 Fixed AntennaSub-systems

Sub-systems for the transmission and receipt oftelecommunication signals through the air.

3.1.1.3.4.1 Radio AntennaSystems

A system for the transmission and receipt of terrestrial radiowaves consisting of an antenna (dish or pole), supportingstructure, LNA, transmit horn, coaxial cable and/or waveguide.

Mi

Fix

3.1.1.3.4.2 Satellite AntennaSystems

A system for the transmission and receipt of radio waves toand from satellites consisting of an antenna dish, supportingstructure, LNA, transmit horn, and/or receiver/transmitterequipment.

Sa

3.1.1.3.4.3 OpticalTransmissionAntenna Systems

A system for the transmission and receipt of optical signalsthrough free air consisting of an antenna, supporting structure,and/or receiver/transmitter equipment.

Op

3.1.2 Physical Structure Physical structures for the support of telephonetransmission media.

3.1.2.1 Enclosures Enclosures for network equipment located in the outside plant. Fib

Open

Or

Se

Co

Pe


13/64


14/64


15/64







3.2.2.1.2.2 WDM/DWDM/Optical Amplification

Shelf level systems used for multiplexing, de-multiplexing, oramplification of optical signals. Lack the built in protection,electrical conversion and other features of a SONET TransportSystem.

W(W

Demu

3.2.2.1.3 Microwave Carrier system that employs fixed microwave transmission. 6,

mi3.2.2.2 Loop Carrier Equipment for deploying multiple voice or digital channels

over fewer physical channels than would be otherwise required(a pair gain function). Loop carriers are typically digitalsystems that employ time-division multiplexing (TDM) but mayinclude analog systems as well. Loop carrier systems consist ofa Central Office Terminal (COT) located near the switchingsystem, a Remote Terminal (RT) located near the customer tobe served and a transmission facility connecting the COT to theRT. Individual communications circuits (such as POTS andForeign Exchange (FX)) are accepted as separate inputs at theCOT (RT), time-division multiplexed (in a digital loop carrier) bythe loop carrier system and reproduced at the RT (COT).

There is an analog-to-digital (A/D) conversion of analog inputsto the DLC and these signals, which are carried digitally withinthe DLC, undergo a digital-to-analog (D/A) conversion whenoutput at the COT or RT. The transmission facility used by aloop carrier may be metallic cable pairs, repeated metalliccable pairs, or optical fibers.

Di

Un(U

Su(S

Int

An


16/64







3.2.3 Line TerminatingEquipment/Distributing Frames

Equipment to provide the termination point for voice-grade andvoice-grade compatible facilities and equipment in a centraloffice. It is composed of protectors, connectors and terminalstrips or blocks. Distributing frames are categorized as eitherconventional or modular.

Tafra

Lodis

Co

Co(C

Sufra

Tr(T

Int(ID

Tie(T

Of

3.2.4 Digital SubscriberLine (DSL)

Equipment for the transport of high-speed digital data on theembedded copper plant. DSL typically operates over non-

repeatered, POTS-like, conditioned unloaded loops out toCarrier Serving Area (CSA) ranges. This product categoryincludes central office and remote concentrator units andsupporting equipment. Simple regenerators or range extendersshould be placed in another appropriate category such as3.2.2.1.1 Metallic Carrier.

IS

HD

AD DD

3.2.5 Fiber to the User Equipment for the bi-directional transport oftelecommunications signals over optical fiber between thecentral office, remote digital loop carrier or other network nodeand the end user.

Fib

Fib

Pa

3.2.6 CableTransmission

Equipment for analog or digital transmission to thesubscriber unique to co-axial cable based systems.


17/64







3.2.6.1 Cable ModemTerminationEquipment

Equipment to provide the interface between cable modemsubscribers and the network.

Ca

3.2.6.2 Analog CableTransmission

Equipment

Equipment used in the transmission of analog cable videosignals. This includes central office and remote based

transmitters, receivers, and repeaters but not customerpremise equipment.

An

An

Aneq

3.2.6.3 Digital Video CableTransmissionEquipment

Equipment used in the transmission and manipulation of MPEGformatted Video signals located at a cable head end and hublocations but not customer premise equipment.

Di

Di

Di

Di

Ca

Di

3.3 WirelessTransmission

Equipment for analog or digital transmission to thesubscriber unique to wireless services. This category doesnot include interoffice or long haul wireless carriersystems such as long haul microwave transmission

3.3.1 Base StationEquipment Equipment that provides the interface between wirelesssystems and the Public Switched Telephone Network(PSTN). It provides, for example, electrical signaling isolationas well as switching, routing, billing, and features capabilities. Itprovides subsystems for vocoding and selecting hand offdecision.

BS BS

3.3.2 Base TransceiverSystem (BTS)

Equipment that provides the radio link to the mobilesubscribers. It is connected to the BSC though a backhaulinterface between the BSC and BTS for both vocoded andoverhead packet traffic. This includes terminals and repeaters.

BT

W


18/64







3.3.3 Pilot Beacon Unit(PBU)

Equipment whose primary purpose is to transmit an ANSI J-STD-008 Pilot channel and ANSI J- STD-008 Sync channeland a partial ANSI J-STD-008 Paging channel. The PBU isintended to notify a mobile unit of a change in CDMA coverageand can be used to assist in the execution of cellular CDMA-

AMPS and inter-frequency CDMA-CDMA hand-off. It isdesigned with the capability for extended temperature andenvironmental operation ranges.

Pi

3.3.4 WLAN Base StationEquipment

Equipment that provides the wireless data interface (such asIEEE 802.11) to wireless data network mobile subscribers.

W

W

Wpo

3.3.5 Wireless LocationServices

Equipment that provides location-based services for wirelessnetworks. The primary function of this equipment is to providelocation information for emergency service calls such asE911 but may also be used for other location-based services.

Mo

4 Operations &Maintenance

Equipment and systems for the management, upkeep,diagnosis and repair of the communications network.

4.1 Test Systems Equipment to support testing of the network. Thiscategory includes permanently installed equipment usedto provide a centralized test capability or local test access,as opposed to portable equipment, as might be carried bya craftsperson.

4.1.1 Test AccessEquipment

Equipment to provide test access to transmission circuits. Testaccess equipment is in series with the customer circuit at alltimes and therefore directly affects the circuit reliability. Thisequipment is designed with transmission equipment issues inmind. This equipment may have analog and perhaps a varietyof digital (i.e., T1, E1) types.

In-


19/64







4.1.2 Test Equipment,Embedded

Equipment to perform tests on transmission circuits. Thisequipment is designed with transmission equipment issues inmind. Test equipment is NOT generally in series with thecustomer circuit and may be connected to a variety of accessequipment and network elements with integral access features.

This equipment may have analog and perhaps a variety ofdigital (i.e., T1, E1) types. Failure of this equipment doesntbring down customer circuits; however, it inhibits the ability tomaintain the network and to restore lost service.

Mo

Pa

4.1.3 Test SupportSoftware

Computer software that runs on a general purpose computer(office environment) and perhaps the maintenance network thatthe computer uses to communicate with the CO access andtest equipment.

Ne

4.2 OperationsSupport Systems

Systems that provide TMN (TelecommunicationManagement Network) compliant, flexible, scaleable, andinteroperable solutions to automate service activation,service assurance, and network capacity managementprocesses to worldwide existing and emerging network

services and equipment providers.4.2.1 On-line Critical Real time network management systems, demanding high

availability, typically 24 hours a day and 7 days per week. Ne

Su

Fir

4.2.2 On-line Non-critical Real time network management systems with loweravailability demands than on-line critical systems.

Pr

Di

Ma

4.2.3 Off-line Traditional business systems that are run off line sometimesin batch mode, typically overnight, and do not have highavailability expectations.

Inv

Bi

Se


20/64







4.3 Ancillary Operationsand Maintenance

Tools, test equipment, and other specialized products usedto support the operations and maintenance of thecommunications network but not part of the permanentnetwork.

Op

Si

Ma

Me

Po

Op Cl

5 Common Systems Any of a variety of specialized generic, shared equipmentto support network elements. Common systems includepower systems and the Network Equipment-BuildingSystem (NEBS) that provides space and environmentalsupport for network elements. These systems are locatedin central offices and remote building locations.

5.1 Synchronization Equipment for operating digital systems at a common clockrate (frequency synchronization). This category includesprimary reference sources and other timing signal generatorsthat produce a timing signal traceable to Universal CoordinatedTime (UTC).

StLN

GPlorre


21/64


22/64







6.1 Enhanced ServicesPlatforms (IntelligentPeripherals)

Hardware/Software systems that provide an environment inwhich service-specific application programs can execute andan infrastructure by which those application programs canprovide enhanced services. Although each enhanced servicesplatform has a corresponding service creation environment,

that creation environment may be packaged separately andmay execute on a different platform. This includes:

equipment used to allow menu navigation andinformation retrieval, often from legacy databasesexternal to the IVR platform itself,

equipment for storage and retrieval of voice and/or faxmessages,

unified/universal messaging systems that provide asubscriber the means, from a given device, to manipulatemessages originated on like or different devices, and

Advanced Intelligent Network (AIN) nodes that add voiceband capabilities to the AIN functional suite viacommunication with the SCP either directly or via message

handoffs through the SSP running in the SCP through theinvocation of IP related Service Independent BuildingBlocks (SIBBs).

Int

Vo

Un

Int

6.2 TerminalEquipment

Equipment connected to the network demarcation pointthat provides a service to the subscriber. Terminalequipment includes telephone sets, whether wireline,cordless, cellular, PCS, or other voice terminals, faxmachines, answering machines, modems, data serviceunits (DSUs), or ISDN terminal adapters.

6.2.1 Voice Terminals Conventional, wireless, cellular, PCS, or other voiceterminal equipment.

6.2.1.1 Wireline TelephoneSets

Telephone sets connected to conventional wireline (POTS)circuits.

PO

Co


23/64







6.2.1.2 Wireless SubscriberUser Terminals

The subscriber user terminal made to transmit and receivevoice and/or data communication using TelecommunicationInfrastructure equipment not requiring hard lines as a means oftransport. User terminals may be of any functional technologyavailable for public use.

Wte

W

W

W

te W

te

W

6.2.2 Fax Equipment Equipment for sending or receiving facsimile (fax) overconventional voice-grade lines.

St

Co

6.2.3 Data Modems Equipment for digital communications over copper lines(standard 4-wire, co-axial or power).

DS

V.

Ca

Vo

BP

6.2.4 Digital Data ServiceUnits Equipment for the interconnection of data terminal equipment(DTE) with a digital communications service. Such equipmenttypically provides a network interface and one or more DTEinterfaces and may be configurable.

DD IS

IS

T1

6.2.5 Passive OpticalNetworkTermination Units

Equipment installed at the subscriber site for connection to apassive optical network.

Op(O

6.2.6 Multi-playEquipment

Equipment used to provide consumer interface for voice, data,and video equipment. The device may also incorporate awireless option

DS

DSan

DS

DSan

Se


24/64







6.2.7 CPE Router Packet routing equipment designed primarily for home or smalloffice use to connect consumer computing, video, and IPphone equipment to the IP network. This equipment may havewireless network capability.

4 p

W

6.3 Automatic Call

Distribution (ACD)Systems

Equipment for the distribution of incoming calls to any of a

number of destinations based on some programmed logic.ACD systems are typically used in Customer Support serviceor sales centers.

Au

sy

6.4 Private BranchExchange (PBX)

Equipment to provide circuit switched voice and faxcommunications services, optimized for medium to largesized customer sites. Now is evolving to utilize ATM and IPnetworks and support multimedia communications.

Pr

6.5 SmallCommunicationsSystem (KeyTelephone System)

Equipment to provide circuit switched voice and faxcommunications services, optimized from small to mediumsized customer sites. This is now evolving to utilize IPnetworks.

El

Si

6.6 Network SecurityDevices

Equipment that provides security solutions for enterprises andservice providers. This includes hardware and/or software

security applications to protect against Worms, Trojans,Viruses and other malware.

Fixne

Fir Int

pr

Co


25/64







7 Services In addition to purchasing tangible hardware or softwareproducts, customers may also acquire service from anorganization. Services include activities such as networkengineering, installation and commissioning, productmaintenance, network operation, etc., where the

organization is responsible for the conduct of the activityin accordance with customer defined requirements.Services may be thought of as the result generated byactivities at the interface between the organization and thecustomer and by the organizations internal activities tomeet the customer needs.

NOTES:

The interface between the customer and the organizationmay be represented by personnel or equipment.

Customer activities at the interface with the organizationmay be essential to the service delivery.

Delivery or use of tangible products may form part of theservice delivery.

A service may be linked with the manufacture and supplyof tangible product.

A contracted service is one where a legal agreement isreached between the customer and the organization toprovide a service. Contracted services are servicesoffered for sale to companies outside of theorganizations company or its subsidiaries.

An internal service is a service activity performed forinternal customers within the same company as theorganization.

7.1 NetworkInstallation &Provisioning

Contracted or internal services to install and/or provisionequipment within the network.


26/64


27/64


28/64


29/64


30/64







8.2 ElectronicAssemblies

A device made up of a number of components for use in atelecommunications system. This device is a portion of thecompleted system, but does not comprise the entiresystem.

8.2.1 Simple Less than 11 components or 49 electrical connections

excluding connectors

VC

Ba MW

8.2.2 Medium Complexity More than 10 components or 48 electrical connections but lessthan 51 components or 241 electrical connections excludingconnectors.

Mu

DC

8.2.3 High Complexity More than 50 components or 240 electrical connections butless than 501 components or 2401 electrical connectionsexcluding connectors

Meas

Ba

8.2.4 Very HighComplexity

More than 500 components or 2400 electrical connectionsexcluding connectors

Si

8.3 Cable Assemblies Internal and/or external connectorized metallic or fiber opticcable assemblies

Te

D-

Co Ha

8.4 Electro-mechanicalAssemblies

Devices or assemblies that are mechanical or electrical-mechanical in nature. Typically, the electromechanicalassemblies contain PCBAs, backplanes, cables and/or cableassemblies. These assemblies may be complex and couldinclude fully equipped and populated racks or enclosures.

Fa

Ra

Ca

Eq


31/64


32/64







8.5.2.3 OpticalSubassemblies

Stand-alone or drop-in products that perform a completeoptical operation and may contain passive and/oroptoelectronic devices. These subassemblies generally containpassive optical devices (8.5.2.1), active optical devices(8.5.2.2) and/or other types of components such as heaters,

TECS, and standard electronic devices (8.1). Thesesubassemblies are then used as part of an electronic assembly(8.2.x).

Op

Op

Op

Exwi

Fib Re

Tr

Op

8.6 SoftwareComponents andTools

Software programs, routines or sub-routines for use withinother software programs or systems or for use in thedevelopment of other programs or systems.

8.6.1 ComponentSoftware

Software programs, routines or sub-routines sold for use inother software programs or systems.

Pr

Op

So

Da

Int

Dr8.6.2 SoftwareDevelopment Tools

Software programs for use in the development or testing ofother programs or systems.

Co

Co

Prma

Co

W

Mu

St

Si

Me

Co

Po

too


33/64


34/64

Note 1 The information in this table ffective date areVisit http://tl9000.org/pct.htm for the latest version.





may have changed. The latest release of this table and its e


9.4 Private Networks Products designed and provided to allow business and/orpublic customer organizations to provide communicationsconnections using specific network platforms or protocols, or tooperate internal communications networks, whether for voiceand/or data use. This may include a private network operated

by an organization entirely internal to the company.

VP

Me

Lo

W

Vi

LA

IP

Fr

Ce

Sh

Sw

IP

9.5 Internet Access Products offered to business, public organizations and toconsumers, to provide them with access to Internet servicesand networks, at speeds and levels of availability appropriate totheir needs.

Fix

Di

Fix

Se

Ce Int

9.6 e-Business andContent Hosting

Chargeable products offered separately or as part of a solutionto customers with data, Internet/Intranet and informationsystems needs.

Hosto

Ma

Co

Apch

Suau

9.7 Bulk Transport Products provided to other licensed operators or carriers

to allow them to operate networks or services, withoutnecessarily owning 100% of their operating network.


35/64






9.7.1 Infrastructure Products to provide network infrastructure on a lease or rentalbasis, on long or short-term contracts.

W

Da

Du

Sa

9.7.2 Wholesale Products provided to allow operators to trade traffic on acorrespondent basis or to offer services without having tomaintain a network of their own.

W W

W

Ou

Inb

9.8 Video BroadcastServices

Products to provide broadcast video to subscribers Ca

Sa

Vid

IP



36/64


37/64

Appendix A

TL 9000 Quality Management System Measurements Handbook 4.0 Appendix A

A-35


a) Measurements Without Normalization FactorsThe measurements Fix Response Time (FRT), Overdue Fix Responsiveness (OFR), and On-Time Delivery (OTD) are applicable and required for ALL product categories. The measurements

FRT, OFR and OTD do not require product specific normalization. In the interest of saving space,they are not listed in the following table, but data must be submitted for each of these threemeasurements in all product categories. Table A-2 defines the normalization units andapplicability of the other measurements.

b) Other Rules and References

i) Where the normalization factor is traffic capacity based, such as DS1, OC-1, DSL orTerminations, the calculation shall be based on the true usable traffic capacity. Equipmentwithin the system used to provide protection for the main traffic path shall not be included, asit does not add usable capacity to the system.

ii) The column headings in Table A-2 are general descriptions covering several sub-measurements in some cases. For cross-references to the detailed descriptions of themeasurements elsewhere in this document, refer to the measurement and sub-measurement

symbols in Table A-6.

iii) For some product categories it may not be clear what is to be considered a unit. Thefollowing is added as an aid for the listed categories:

7.6.1 total quantity of items procured

7.9 total quantity of items provided or supported

8.6.1 copies/licenses issued

8.6.2 simultaneous licensed users

iv) An optical channel, for the purposes of TL 9000 normalization factor calculation, is defined asan individual wavelength of light.

c) Measurement Summary ListingTable A-6 is a listing of the measurements included in this handbook with the symbols used indata reporting, the applicability to hardware, software, and/or services (H, S, V), and a referenceto the table in this handbook with data reporting details. The symbols listed here are referencedby the normalization unit and applicability table to clarify the general descriptions used as columnheadings.


38/64


Note 2 Measurements FRT, OFR & OTD are applicable and must be reported for all product categories.Note 3 Product categories listed in or will be used for possible data aggregation only. Measureme

lower product category lisNote 4 If the normalization factor contains the word shipped, then the quantity shipped in the 12 months endin

reported shall be used.


RED italicizedting.


Product Category Outage Measurements

Code Description

ProblemReports

H,S,V

Service Impact

H,S

NetworkElement Impact

H,S

Retu

TL 9000 Measurement Symbols (see Table A-6) NPR SO SONE

1 Switching

1.1h Circuit Switch all non-remotes including hostsystems

Network Element Termination Network Element Term

1.1r Circuit Switch remotes only NA Termination Network Element

Note : All organizations registering in 1.1 shall report data for 1.1h and 1.1r in one data submission. If theretheir particular product, then NA shall be entered in the 1.1r data. Data for measurements indicatedin combination with the host data in 1.1h.

Note : For MSC, terminations should equate to configured channels.

1.2 Packet Switch1.2.1 Legacy Packet Products Network Element Network Element NA Term

1.2.2 Access Multi-service Network Element Network Element Network Element Networ





1.2.7 Application Servers Network Element Network Element Network Element Networ

1.2.8 Service and Network Controller Network Element MaximumConfigured Call

Capacity

Network Element Networ

1.2.9 Routers

1.2.9.1 Core Network Element Network Element NA Networ


39/64


40/64


41/64


42/64







RED italicizedting.


Code Description

ProblemReports

H,S,V

Service Impact

H,S


H,S

Retu


4.1.3 Test Support Software System System NA

4.2 Operations Support Systems

4.2.1 On Line Critical System System System Sy

4.2.2 On Line Non-Critical System System System Sy

4.2.3 Off Line System System System Sy

4.3 Ancillary Operations and Maintenance Unit NA NA

5 Common Systems

5.1 Synchronization Network Element Network Element NA Netwo

5.2 General Purpose Computers Network Element Network Element NA Networ

5.3 Power Systems Network Element Network Element NA 6 Customer Premises and Enhanced

Services

6.1 Enhanced Services Network Element Network Element Network Element Networ

6.2 Terminal Equipment

6.2.1 Voice Terminals

6.2.1.1 Wireline Telephone Sets Units shipped NA NA

6.2.1.2 Wireless Subscriber User Terminals Units shipped NA NA

6.2.2 Fax Equipment Units shipped NA NA

6.2.3 Data Modems Units shipped NA NA

6.2.4 Digital Data Service Units Units shipped NA NA

6.2.5 Passive Optical Network Termination Units Units shipped NA NA


43/64







RED italicizedting.


Code Description

ProblemReports

H,S,V

Service Impact

H,S


H,S

Retu


6.2.6 Multi-play Equipment Units shipped NA NA

6.2.7 CPE Router Units shipped NA NA

6.3 Automatic Call Distribution (ACD) Systems Network Element Network Element NA Networ

6.4 Private Branch Exchange (PBX) Network Element Network Element NA Networ

6.5 Small Communications System (KeyTelephone System)

Network Element Network Element NA Networ

6.6 Network Security Devices Network Element Network Element NA Networ


44/64






RED italicizedting.

Table A-2 Measurement Applicability Table (Normalization Units)

Product Category

ServicCode Description Problem Reports

H,S,V

OutageFrequency

V

ReturnRate

H

TL 9000 Measurement Symbols (seeTable A-6)

NPR EIO FR Numerator Denominator

7 Services7.1 Network Installation and

Provisioning

7.1.1 Installation Job Job NA Non-conformingaudits

Audits

7.1.2 Provisioning Job NA NA DefectiveTransactions

Transactions

7.2 Engineering Service

7.2.1 Network Engineering Service Job Job NA NA

7.2.2 Software DevelopmentService

Contracted ItemsDelivered

NA NA NA

Note: The contracted items delivered are likely to be the same items tracked for the OTD measure.

7.2.3 Hardware DevelopmentService

Contract NA NA NA

7.2.4 Telecom Network Integration Contract NA NA NA

7.2.5 Metrology and Calibration Contract NA NA DefectiveTransactions

Transactions

7.2.6 Telecom Test Laboratory Contracted Test NA NA NA NA


45/64







RED italicizedting.

Product Category


H,S,V

OutageFrequency

V

ReturnRate

H

TL 9000 Measurement Symbols (see

Table A-6) NPR EIO FR Numerator Denominator7.3 Maintenance Service Units maintained NA NA Maintenance

CallbacksMaintenance Vis

7.4 Repair Service Units repaired NA NA Defective RepairedUnits

Units repaired

7.5 Customer Support Service Support requests NA NA UnsatisfactorySupport Request

Responses

Support Reques

7.6 Purchasing Services

7.6.1 Procurement Services Unit NA Unit NA

7.6.2 Sourcing/PurchasingServices

Transactions NA NA DefectiveTransactions

Transactions

7.7 ManufacturingServices7.7.1 Small assemblies Units shipped NA Unit NA


46/64







RED italicizedting.

Product Category


H,S,V

OutageFrequency

V

ReturnRate

H

TL 9000 Measurement Symbols (see

Table A-6) NPR EIO FR Numerator Denominator7.7.2 Printed Circuit Board

Assembly

Units shipped NA Unit NA

7.7.3 Cable Assembly Units shipped NA Unit NA

7.7.4 Electromechanical Assembly Units shipped NA Unit NA

7.7.5 Logistical Services

7.7.5.1 Logistical Services, ThirdParty

Order NA NA NA

7.7.5.2 Logistical Services, Internal Order NA NA NA

7.8 Business Services

7.8.1 Financial Services Transaction NA NA DefectiveTransactions

Transactions

7.8.2 Contract/Temporary Staffing Position filled NA NA DefectiveTransactions Transactions

7.8.3 Training Course NA NA DefectiveTransactions

Courses

7.8.4 Fleet Logistics Vehicle NA NA DefectiveTransactions

Vehicles

7.9 General Support Service Unit NA NA DefectiveTransactions

Transactions

7.10 e-Business Consulting Assignment NA NA NA NA

7.11 Customer Assistance Transaction NA NA NA NA


47/64


48/64







RED italicizedting.

Product Category

Code DescriptionProblem Reports

H,S,V

Return Rate

H

TL 9000 Measurement Symbols (see Table A-6) NPR FR

8.5.1 Optical Fiber Finished product meters shipped NA

8.5.2 Optical Devices

8.5.2.1 Opto-electronic Devices Units shipped Unit

8.5.2.2 Passive Optical Devices Units shipped Unit

8.5.2.3 Optical Subassemblies Units shipped Unit

8.6 Software Components and Tools

8.6.1 Software Components Unit NA

8.6.2 Software Development Tools Unit NA


49/64






RED italicizedting.


Product Category

Code Description Problem ReportsH,S,V

Service ImpactOutages

H,S,V

Software Measures

S

TL 9000 Measurement Symbols (seeTable A-6)

NPR SO SFQ SPR Numerator

9 End-Customer Products

9.1 Voice Active PhoneNumbers

Terminations NA NA Defective Calls

9.2 Wireless Network Capacity(Mobile)

Network Capacity(Mobile)

NA NA Dropped Calls

9.3 Transport Networks Trunk Trunk NA NA NA

9.4 Private Networks 10 MB Bandwidth 10 MB Bandwidth NA NA NA

9.5 Internet Access Subscriber Port Subscriber Port Required Same asNPR

NA

9.6 e-Business & Content Hosting Hosted CustomerSites

Hosted CustomerSites

Required Same asNPR

MaintenanceCallbacks

9.7 Bulk Transport

9.7.1 Infrastructure Channel Channel NA NA NA

9.7.2 Wholesale Channel Channel NA NA NA

9.8 Video Broadcast Subscriber Subscriber NA NA NA


50/64


51/64


52/64

Appendix A

Note 1 The information in this table may have changed. The latest release of this table and its effectivedate are available via the TL 9000 website. Visit http://tl9000.org/pct.htm for the latest version.


A-50

Table A-3 Network Element Impact Outage Definitions

Product Category

Number NameTotal Outage Partial Outage

1.1, contd End Office(host orremote) and

Tandem

Loss of origination andtermination capability in alllines.

Partial outages includes: Switch Isolation

Remote operating in isolation

(default weight is 50%) Loss of origination or termination

capability in more than 64terminations

Loss of access to one or morecritical services

Loss of stable calls

System congestion problem thatresults in call blocking greater than0.3% of call attempts

85% or more of the servicesubscribers experience a dial tonedelay or 3 seconds or greater

Loss of CCS (default weight is50%)

1.1, contd CombinedTandem/End Office

Loss of origination andtermination capability in allterminations.

Same as End Office

1.1, contd Hybrid VoiceOver Packet(HVOP)

Loss of capability to originateand terminate all traffic.

Partial TDM outage same as Endoffice above

Partial Packet outage -

loss of an aggregate servicebandwidth over 5% of theprovisioned bandwidth for morethan 10 seconds

interface switchovers that lastlonger than 60 milliseconds

Loss of access to one or morecritical services


Loss of stable connections

Total loss of a non-critical service

Total loss of one or more OA&Mfunctions (default weight is 5%)

Total loss of visibility from theElement Management System(EMS) (default weight is 10%)


53/64

Appendix A



A-51


Product Category


1.1, contd MSC/ISC Loss of all capacity fororigination and/or termination ofvoice and data traffic.

Loss of greater than 10% of theprovisioned capacity for originationand/or termination of combined

voice and/or data traffic. Loss of access to one or more

critical services

Loss of stable connections

Total loss of a non-critical service



1.2.2 AccessMulti-service

Total network element outage isconstituted by any of the

following events: Loss of all ability to

transport packets betweenall interface points includingloss of stable connectionsfor a period longer thanone second;

Total network elementisolation for more than 10seconds

Loss of all services forlonger than 10 seconds

For a connection basednetwork element, total lossof ability to set up or teardown connections for aperiod longer than 10seconds.

Loss of capability to originate andterminate more than 64 lines or

trunks (DS0) Loss of an aggregate service

bandwidth over 5% of theprovisioned bandwidth for morethan 10 seconds or loss of morethan 4MB of service bandwidth formore than 5 minutes


System congestion which impactsgreater than 5% of all session set-up attempts

Loss of all stable calls or sessions 85% or more of the service

subscribers experience a sessiondelay of 3 seconds or greater for aperiod longer than 30 secondsInterface switchovers lasting longerthan 60 milliseconds

Total loss of one or more but not allservices (such as ISDN capability,DS1, POTS, etc.) for more than 10seconds


Total loss of visibility from ElementManagement System (defaultweight is 10%)


54/64


55/64

Appendix A



A-53


Product Category


1.2.9.1 Core(Routers)

Total network element outage isconstituted by any of thefollowing events:

Loss of all ability totransport packets betweenall interface points includingloss of stable connectionsfor a period longerthanone second



For a connection based networkelement, total loss of ability to

set up or tear down connectionsfor a period longer than 10seconds.

Loss of an aggregate servicebandwidth over 5% of theprovisioned bandwidth for more

than 10 seconds or loss of morethan 4MB of service bandwidth formore than 5 minutes

Interface switchovers lasting longerthan 60 milliseconds

Total loss of a service(s) for morethan 10 seconds



1.2.9.2 Edge(Routers)

Total network element outage isconstituted by any of thefollowing events:

Loss of all ability totransport packets betweenall interface points includingloss of stable connectionsfor a period longerthanone second



For a connection based networkelement, total loss of ability toset up or tear down connectionsfor a period longer than 10seconds.

Loss of an aggregate servicebandwidth over 5% of theprovisioned bandwidth for morethan 10 seconds or loss of morethan 4MB of service bandwidth formore than 5 minutes

Interface switchovers lasting longerthan 60 milliseconds

Total loss of a service(s) for morethan 10 seconds



2.1 ServiceControl(FormerlyServiceControlPoint (SCP))

Loss of all links and/or allapplications within the singlenetwork element (node). Whenconsidering just the ServiceLogic portion of the SCP, lossof the ability to process anyqueries.

Loss of one or more applications or theloss of 20% or more of the links on thesingle network element (node). Whenconsidering just the Service Logicportion of the SCP, loss of ability toprocess a query


56/64

Appendix A



A-54


Product Category


2.2 CommonChannelSignaling

(formerlySignalingTransferPoint (STP))

Loss of all CCS capability withinthe single network element(node).

Loss of more than 24 channels or 4links, whichever is less on the singlenetwork element (node)

2.3 HomeLocationRegister(HLR)

Total inability to respond to anyTransactional CapabilitiesApplication Part (TCAP) ofCCS7 message. This failureresults solely from a non-hardware related fault, sinceany hardware related problemsare measured as part of theSCP.

Not reported

2.4 ServiceLogic

Loss of the SCP ability toprocess all queries due to aService Logic fault.

An event caused by a Service Logicfault where the SCP loses the ability toprocess one or more queries. Thisincludes events for which a singleservice or group of services loses theability to process queries. It alsoincludes events, such as degradedperformance, for which some or allservices lose the ability to process oneor more queries.

3.2.1.2 Digital CrossConnectSystems

Loss of all network elementservice capabilities for morethan 60 milliseconds.

Includes any of the following:

Loss of network element servicecapabilities affecting at least 5 DS1

equivalent network signals for morethan 60 milliseconds.



3.2.1.3 OpticalCrossConnectSystems



Loss of network element servicecapabilities affecting at least 5 DS1equivalent network signals for morethan 60 milliseconds.

Total loss of one or more OA&M

functions (default weight is 5%) Total loss of visibility from the

Element Management System(EMS) (default weight is 10%)


57/64

Appendix A



A-55


Product Category


3.2.2.1.1 MetallicCarrierSystem


Loss of network element servicecapabilities affecting at least 5 DS1equivalent network signals for more

than 60 milliseconds.3.2.2.1.2.1 SONET/

SDHTransportSystems






3.2.2.1.2.2 WDM/DWDM/OpticalAmplifier

Loss of all wavelengths formore than 60 milliseconds.


Loss of one or more wavelengthsfor more than 60 milliseconds.



3.2.2.1.3 Microwave Loss of all network elementservice capabilities for morethan 60 milliseconds.


3.2.2.2 Loop Carrier Loss of all network elementservice capabilities for more

than 60 milliseconds.


Loss of 3 or more DS1 equivalents

for more than 60 milliseconds Loss of 72 or more subscriber lines



3.2.4 DigitalSubscriberLine (DSL)

Loss of capability to provideconnectivity for all traffic formore than 10 seconds or totalNE isolation for more than 10seconds

Loss of capability to provideconnectivity for16 subscribers for aperiod longer than 10 seconds

3.3.1 Base

StationController(BSC) andBaseStationSystem(BSS)

Total loss of voice and data

traffic capability

Loss of greater than 10% of the

provisioned capacity for originationand/or termination of voice and/or datatraffic.


58/64


59/64

Appendix A

Note: Table A-4 and A-5 are included for convenience only.

Table A-4 Transmission Standard Designations and Conversions

Table A-4 Transmission Standard Designations and ConversionsElectrical Frequency Equivalent

NORTH AMERICAN Terminations DS1s OC-1s

DS0 64 Kb 1 1/24 1/672

DS1 1.544 Mb 24 1 1/28

VT 1.5 1.728 Mb 24 1 1/28

DS1C 3.152 Mb 48 2 1/14

DS2 6.312 Mb 96 4 1/7

DS3 44.736 Mb 672 28 1

STS-1 51.84 Mb 672 28 1

STS-3 155.52 Mb 2016 84 3

STS-12 622.08 Mb 8064 336 12

STS-48 2488.32 Mb 32256 1344 48

STS-192 9953.28 Mb 129024 5376 192

INTERNATIONAL (PDH)

E1 2 Mbits/sec 2,048 Mb 30 1 5/112

E2 8 Mbits/sec 8,448 Mb 120 5 5/28

E3 34 Mbits/sec 34,368 Mb 480 20 5/7

E4 140 Mbits/sec 139,264 Mb 1920 80 2 6/7

565 Mbits/sec 636,000 Mb 7680 320 11 3/7



Optical Electrical Frequency EquivalentNORTH AMERICAN (SONET)

OC-1 STS-1 51.84 Mb 1 OC-1, 1 DS3, 28 DS1, 672 DS0

OC-3 STS-3 155.52 Mb 3 OC-1, 3 DS3, 84 DS1, 2,016 DS0OC-12 STS-12 622.08 Mb 12 OC-1, 12 DS3, 336 DS1, 8,064 DS0

OC-48 STS-48 2,488.32 Mb 48 OC-1, 48 DS3, 1,344 DS1, 32,256 DS0

OC-192 STS-192 9,953.28 Mb 192 OC-1,192 DS3, 5,376 DS1, 129,024DS0

OC-768 Not available 39,680 Mb Not availableOC-1536 158,720Mb Not available

INTERNATIONAL (SDH)

STM-1o (OC-3) STM-1e 155.52 Mb 1 E4, 4 E3, 64 E1, 1,920 Channels

STM-4o (OC-12) STM-4e 622.08 Mb 4 E4, 16 E3, 256 E1, 7,680 ChannelsSTM-16o (OC-48) STM-16e 2,488.32 Mb 16 E4, 64 E3, 1,024 E1, 30,720 Channels

STM-64o (OC-192) STM-64e 9,953.28 Mb 64 E4, 192 E3, 4,096 E1, 122,024 Channels

Not applicable VC-11 (VT1.5) 1.644 Mb (1.544 Mb) 1 DS1Not applicable VC-12 (E1) 2.240 Mb (2.048 Mb) 1 E1 (2 Mb)

Not applicable VC-2 (VT6) 6.784 Mb (6.312 Mb)

Not applicable VC-3 (E3) 48.960 Mb (34.368 Mb) 1 E3 (34 Mb)Not applicable VC-4 (E4) 150.336 Mb (139.264 Mb) 1 E4 (140 Mb)


A-57


60/64


61/64

Appendix A

Table A-6 Measurements Summary ListingPara-graph

MeasurementSub-Measurement

MeasurementSymbol

Sub measurementSymbol

Applic-ability(H/S/V)

ReportedItems(Table)

Compared orResearchData

6.2 Network Impact Outage

Formulas: Table 6.2-2, 6.2-3

SONE H,S 6.2-4

Network Element Impact Outage Frequency Customer Attributable

NEO1 H,S compared

Network Element Impact Outage (Weighted)Downtime Customer Attributable

NEO2 H,S compared

Network Element Impact Outage Frequency Product-attributable

NEO3 H,S compared

Network Element Impact Outage (Weighted)Downtime Product-attributable

NEO4 H,S compared

6.3 Engineering or Installation Caused OutageFormulas: Table 6.3-2

EIO V 6.3-3

Engineering Caused Outage Frequency EOF V compared

Installation Caused Outage Frequency IOF V compared7.1 Field Replaceable Unit Returns

Formulas: Table 7.1-2FR H 7.1-3

Early Return Index ERI H compared

One-Year Return Rate YRR H compared

Long-Term Return Rate LTR H compared

Normalized One-Year Return Rate NYR H compared

8.1 Corrective Fix QualityFormulas: Table 8.1-2

SFQ S 8.1-3

Defective Corrective Fixes SFQ S compared

8.2 Software Problem ReportsFormulas: Table 8.2-2

SPR S 8.2-3

Critical Software Problem Reports per

Normalization Unit per year

SPR1 S compared

Major Software Problem Reports perNormalization Unit per year

SPR2 S compared

Minor Software Problem Reports perNormalization Unit per year

SPR3 S compared

9.1 Service QualityFormulas: Table 9.1-2

SQ V 9.1-3

Defective Service Transaction SQ V compared


A-59


62/64

Appendix A

Table A-7 Data Submission Labels

Table A-7 is a listing of the labels used when submitting TL 9000 data to the MeasurementsRepository System.

Table A-7 Data Submission Labels

Section Measurement Data Table Label Item

5.1 Number ofProblemReports NPR

Table 5.1-3ProductCategories 1, 2, 3,4, 5, 6, and 9

NPRaNPRsNp1Np2Np3

Annualization factorNormalization unitsNumber of critical problem reportsNumber of major problem reportsNumber of minor problem reports

Table 5.1-4Product Category7

NPRsNp4

Normalization unitsNumber of problem reports

Table 5.1-5Product Category8

NPRaNPRsNp4

Annualization factorNormalization unitsNumber of problem reports

5.2 Problem ReportFix ResponseTime FRT


Fr2cFr2dFr3cFr3d

Number of major problem reports closed on timeNumber of major problem reports due to be closedNumber of minor problem reports closed on timeNumber of minor problem reports due to be closed

Table 5.2-4ProductCategories 7 and 8

Fr4cFr4d

Number of problem reports closed on timeNumber of problem reports due to be closed

5.3 OverdueProblem ReportFixResponsiveness

OFR


Of2cOf2dOf3cOf3d

Number of overdue major problem reports closedNumber of overdue major problem reportsNumber of overdue minor problem reports closedNumber of overdue minor problem reports

Table 5.3-4

ProductCategories 7 and 8

Of4c

Of4d

Number of overdue problem reports closed

Number of overdue problem reports



A-60


63/64


64/64

Appendix A

Table A-7 Data Submission Labels7.1 Field Returns

FR

Table 7.1-3 FRaFRs

FRri

FRry

FRrt

FRsi

FRsy

FRst

Annualization factorNormalization units

Number of returns from the ERI basis shippingperiodNumber of returns from the YRR basis shippingperiodNumber of returns from the LTR basis shippingperiodNumber of FRUs shipped during the ERI basisshipping periodNumber of FRUs shipped during the YRR basisshipping periodNumber of FRUs shipped during the LTR basisshipping period

8.1 Software Fix

Quality SFQTable 8.1-3 DFc

FcNumber of defective software fixes in the monthTotal number of software fixes that becameavailable for general release in the month

8.2 SoftwareProblem Report

SPR

Table 8.2-3 SPRaSORsSp1Sp2Sp3

Annualization factorNormalization unitsNumber of critical software problem reportsNumber of major software problem reportsNumber of minor software problem reports

9.1 Service Quality

SQTable 9.1-3 SQd

SQtService quality numerator as defined in Table A-2Service quality denominator as defined in Table A-2

prodcat tables 4-0

Documents