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ProdCat Tables 3-6 PDF

This document contains revisions to tables in Appendix A of the TL 9000 Quality Management System Measurements Handbook, Release 3.6. Table A-1 defines product categories used to classify telecommunications products. Rules for product classification include classifying by primary function and in a single category. Principles for constructing the product category table emphasize clear definitions and hierarchical classification. The document provides examples of circuit switches, packet switches, and public packet switched networks.

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0% found this document useful (0 votes)

133 views57 pages

ProdCat Tables 3-6 PDF

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kumar

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Appendix A

Quality Excellence for Suppliers of

Telecommunications Forum
(QuEST Forum)

TL 9000
Quality Management System

Measurements Handbook
Appendix A

Release 3.6

TL 9000 Quality Management System Product Category Tables 3.6

A-1
Appendix A

Appendix A Product Category Tables – Release 3.6

This document is a revision to Tables A-1, A-2 and A-3 of Appendix

A of TL 9000 Quality Management System Measurements
Handbook, Release 3.5. However, the tables shown here are
subject to revision and may have changed. See the QuEST Forum
web site (http://www.questforum.org/) for the latest version. The
latest version shall be used in conjunction with registrations.
Release 3.5 or Release 3.6 of the Product Category Tables may be used
for submitting April, May, and June 2004 TL 9000 measurement data.
The software to support Release 3.6 submissions will be available in July
2004. TL 9000 data for July 2004 and later must be reported under
Release 3.6 until the next release. A summary of the changes in this
version of the Tables is available at the above web site.
Organizations shall classify their products and report measurements
according to the listed product categories. The Measurement
Applicability Table (Normalized Units), Table A-2, lists specific
measurements that apply to each category as well as the normalized
units and other information necessary for compiling 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 Equivalency

b) Product Category Definitions

Table A-1 contains definitions of product categories to be used by
organizations in categorizing their products.

c) Rules for Classification of Products

1) An organization will not be required to report measurements for a
given product in multiple product categories. Therefore, any
product from a given organization must be classified in exactly
one product category.
2) General-purpose products, e.g., computers, will be classified by
specific function, e.g., signaling, when provided as a system
designed for that function. Otherwise, they will be classified in a

TL 9000 Quality Management System Product Category Tables 3.6

A-1
Appendix A

separate category, e.g., Common Systems-Computers, designed

for the general-purpose product.
3) A product will be classified according to its primary function. For
example, a digital transmission facility product with performance
monitoring will be classified as a transmission product instead of
an operations and maintenance product.
4) The standard for classification is the product category, not the
possible uses for the product. For example, if a product
classification falls in the Outside Plant category, all products that
are consistent with that category will be classified as such, even
if the exact same product is sometimes used in the customer
premises and even if a particular organization’s product is sold
primarily into the customer premises market.

d) Principles for Construction of the Product Category Table

1) Product categories shall be defined so that they can be clearly
assigned within a hierarchy of classification.
2) There are well-established rules for classification.
3) Product categories should not be separated artificially if they can
be logically aggregated.
4) Product categories should have clear definitions, which lend
themselves to unambiguous interpretation.
5) For each category, the level to which measurements may be
aggregated shall be defined.
6) Each product category specification shall consist of standard
elements.
7) The placement of the product in the hierarchy will reflect the
dominant use of the product.

TL 9000 Quality Management System Product Category Tables 3.6

A-2
Appendix A

1) Product Category Definitions

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
1 Switching Equipment for the physical or virtual interconnection of
communication channels in response to a signaling system. The
switching category is broadly defined to include packet or circuit
switched architectures.
1.1 Circuit Switch Equipment for the termination of subscriber lines and/or trunk lines • End-office
and the dynamic interconnection of these ports or channels in a • Tandem
digital transmission facility. A circuit switch establishes a dedicated • Tandem access
circuit, as opposed to a virtual circuit, in response to a signal. Stored • Remote
Program Control (SPC) is the most common type of switching • Service Switching
equipment used at end offices and tandem offices. These systems use Point [SSP]
either analog or digital switching. The switching system used must have • Mobile Switching
the capability to send, receive and be actuated by signals, e.g., access Center [MSC]
line signals, or inter-office in-band or common-channel signaling. This
category includes all circuit switches regardless of transmission medium,
i.e., wireline, or wireless.
1.2 Packet Switch Equipment for switching or routing data on virtual, as opposed to
dedicated, circuits. The service is packet switched in that the
customer’s data are transported as a sequence of data blocks
(packets) that do not exceed a specified size. This packetization
permits data from many data conversations to share a given
transmission facility economically through statistical multiplexing.
Such data conversations are known as virtual circuits, which are
full duplex and connection-oriented.

Note 1 The information in this table may have changed. The latest release of this table and its effective date are available via
the QuEST Forum website (www.questforum.org).
Note 2 Product Categories listed in RED and italicized will be used for possible Data Aggregation only. Measurements must be
submitted per the lower Product Category listing.
Note 3 Bolded text in the product category definition indicates the primary function of the product category. This is the
function to use for outage measurements.
TL 9000 Quality Management System Product Category Tables 3.6

A-3
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
1.2.1 Public Packet Equipment for the provision of connection-oriented, packet-switched • X.25 packet switch
Switched Network communication services designed to provide economical data • Access concentrator /
(PPSN) transport based on internationally standardized packet protocols. The PAD
packet switch is the primary switching element of the network allowing
efficient connectivity to many customers. The access concentrator
concentrates traffic from lower-speed access lines for more efficient
packet-switch port usage and performs any necessary protocol
conversion via the Packet Assembler/Disassembler (PAD) function.
1.2.2 Access Multi-service Equipment that switches packetized data from source to destination. • Access switch
This may include variable length IP (Internet Protocol) and/or fixed • ATM switch
length ATM packets. These systems may include termination of PSTN • Gateway GPRS
traffic. Support Node
• Serving GPRS
Support Node
• Packet Data Serving
Node

1.2.3 Not currently used

1.2.4 Frame Relay Switch Switching equipment that operates at Open Systems Interconnection • Frame Relay Switch
(OSI) Level 2 (hardware) to move variable-length Frame Relay frames
over virtual circuits from source to destination. Data are moved without
data integrity checks or flow control at up to T3 rates.
1.2.5 Broadband Multi- Equipment that transports packets between broadband network • Broadband Multi-
service elements. This equipment supports two or more connection based service
and/or connectionless based protocols such as ATM, IP, FRA, Ethernet • Protocol converters
or MPLS. This equipment can be installed at the network edge or at the
network core.

A-4
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
1.2.6 Packet Gateway Systems that terminate circuit switched trunks or line side • Trunk gateway
interfaces , such as standard telephones or PBX systems, in the • Access gateway
PSTN network and virtual circuits in the packet network providing
functions such as packetization. These systems do not provide
resource management functions for the trunks or lines that they
terminate. These do have the capability to set up and manage transport
connections through the core network when instructed by the Call
Connection Agent (CCA). These systems are associated with a specific
CCA that provide it with the necessary call control instructions. They do
not provide the control instructions themselves.
1.2.7 Not currently used
1.2.8 Service and Equipment that combines a Call Connection Agent (CCA), signaling • Service and Network
Network Controller gateway (SG) and possibly a service agent into one system. The CCA Controller (SNC)
(SNC) provides the necessary call processing functionality to support voice • Softswitch
traffic on the core packet network including call control commands • Nextgen Switch
and communication with Billing systems. The SG interconnects the
packet network to the PSTN signaling network. It terminates SS7 links
from the PSTN CCS networks and thus provides the MTP Level 1 and
Level 2 functionality. The SG communicates with the CCA to support
the end to end signaling for calls with the PSTN. Each SG is associated
with a specific CCA. A service agent supports supplementary services
and generates TCAP messages to interact with Service Control Points
for intelligent network services such as 800 and Local Number
Portability.

A-5
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
1.2.9 Routers Equipment that routes packetized data from source to destination. • IP Router
This may include variable length IP (Internet Protocol) and/or fixed
length ATM packets. This equipment is connected to multiple physical
packet networks and routes or deliver packets between the networks.
Routing generally uses software algorithms to optimize one or a
combination of data-transport “measurements” such as delay, the use of
reliable paths, “hops” between servers, etc. Routers typically do not
include termination of PSTN traffic.
2 Signaling Equipment for the provision of signaling, i.e., states applied to
operate and control the component groups of a
telecommunications circuit to cause it to perform its intended
function. Generally speaking, there are five basic categories of
“signals” commonly used in the telecommunications network.
Included are supervisory signals, information signals, address
signals, control signals, and alerting signals. This category
includes those signaling products that function within the
telecommunications network and excludes (possibly similar)
products that would normally provide enhanced services outside
the network, or on the customer premises such as ACD, IVR, or
voice messaging systems.

A-6
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
2.1 Service Control A hardware and software system providing a signaling point that • Service Control Point
Point (SCP) functions as a database to provide information to another SCP or • Service nodes
Service Switching Point (SSP). Transaction Capabilities Application • Service resource
Part (TCAP) queries and responses are used to communicate with the facilities
SCP as is done for 800 Data Base Service and Alternate Billing Service
(ABS). SCPs may support one or more services per SCP and SCPs
may be deployed singularly as stand-alone nodes, as mated pairs, or as
multiple replicates (more than 2) to increase their availability. SCPs,
connected to STPs, are associated with applications that consist of
service-specific software and a database of customer-related
information. This product category includes conventional SCP
equipment, plus other platforms such as service nodes, intelligent
peripherals, or service resource facilities, which may combine
capabilities of a SCP, SSP or that may be used to provide Advanced
Intelligent Network (AIN) functionality or other enhanced services within
the network.
2.2 Common Channel Hardware/software signaling equipment with common channel signaling • Signaling Transfer
Signaling {formerly (CCS) functionality to support a variety of applications: Point (STP)
Signaling Transfer • Signaling Relay Point
Point (STP)} CCS Signal Transfer/Router (i.e. STP - MTP, SCCP) • End/Tandem/Wireless
CCS link terminations (i.e. end office, tandem office, wireless office, Office Standalone
etc.) CCS7 NE
CCS packet interconnect (MTP, IPS7)

A-7
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
2.3 Home Location Equipment to provide a permanent database used in wireless • Home Location
Register (HLR) applications to identify a subscriber and to contain subscriber data Register (HLR)
related to features and services. It stores information such as service
profiles, location and routing information for roamers, service
qualification, interface for moves, adds and changes. It communicates
with other HLRs and provides access to maintenance functions such as
fault information, performance data, and configuration parameters.
2.4 Service Logic (SL) The set of software instructions stored in SCP for handling TCAP • Service Logic (SL)
messages. (TCAP is the Transactional Capabilities Application Part of
the CCS application protocol of ISDN providing the signaling function for
network databases.) When triggered, these instructions execute the
appropriate service logic for messages. Service Logic software may be
provided by an entity other than the SCP supplier
3 Transmission Equipment for the connection of the switched and interoffice
networks with individual customers. An integral part of the
Systems distribution network is the loop that connects the customer to the
local central office (CO), thus providing access to the interoffice
network.
3.1 Transmission Products used to interconnect and physically support the various
Media and parts of the telecommunications network. This includes products
typically referred to as belonging to the “outside plant” such as
Structure cables, supporting structures, and certain equipment items such
(Outside Plant) as load coils along with other equipment types as noted below.
3.1.1 Transmission Fiber optic cable, metallic cable, or other physical medium for the
Medium transmission of analog or digital communications.
3.1.1.1 Metallic Metallic as opposed to optical or wireless transmission media.
Products

A-8
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
3.1.1.1.1 Metallic Conductor Metallic pairs of conductors housed in a protective cable • Metallic cable
Cable • Central office coaxial
cable
• Hybrid coaxial/twisted
pair drop
3.1.1.1.2 Metallic Connectors Devices used to terminate a metallic cable. • Coaxial connectors
• Coaxial distribution
connectors
3.1.1.2 Fiber Optic Optical, as opposed to metallic or wireless transmission media.
Cable Products
3.1.1.2.1 Fiber Optic Cable Cables wherein light is propagated and any associated covering. • Loose tube cable
• Single Tube Bundled
Cables
• Single Tube Ribbon
Cables
• Tight Buffered Cables
• Indoor Fiber Optic
Cables
3.1.1.2.2 Optical Connectors Device used to terminate an optical cable • Optical connectors
(e.g. SC, ST, MT etc.)
3.1.1.3 Transmission Sub-systems embedded in the transmission medium other than
Sub-systems cable or connectors
3.1.1.3.1 Active Sub-systems Active sub-systems containing electronics • Coaxial drop
amplifiers
• Fiber optic data links

A-9
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
3.1.1.3.2 Passive Optical Optical sub-systems containing no electronics. This includes passive • Optical Passive
Sub-systems optical modules containing two or more individual passive optical sub- Wavelength Division
systems or systems. Multiplexer [PWDM]
• Optical Add drop
multiplexers
• Combined optical
Couplers/splitters/
filters
3.1.1.3.3 Ancillary Sub- Other transmission sub-systems not specifically covered in other • Surge protectors
systems transmission component categories. Typically passive. • Bonding and
grounding hardware
or ground wire
• Taps
• Electronic Line Filters
3.1.1.3.4 Fixed antenna Sub-systems for the transmission and receipt of
sub-systems telecommunication signals through the air.
3.1.1.3.4.1 Radio Antenna A system for the transmission and receipt of terrestrial radio waves • Microwave antenna
Systems consisting of an antenna (dish or pole), supporting structure, LNA, system
transmit horn, coaxial cable and/or waveguide. • Fixed wireless
antenna system
3.1.1.3.4.2 Satellite Antenna A system for the transmission and receipt of radio waves to and from • Satellite antenna
Systems satellites consisting of an antenna dish, supporting structure, LNA, system
transmit horn, and/or receiver/transmitter equipment.
3.1.1.3.4.3 Optical A system for the transmission and receipt of optical signals through free • Optical antenna
Transmission air consisting of an antenna, supporting structure, and/or system
Antenna Systems receiver/transmitter equipment.
3.1.2 Physical Physical structures for the support of telephone transmission
Structure media.

A-10
Appendix A

3.1.2.2 Support Structures Products for the physical support of transmission media or enclosures. • Telephone poles
• Microwave / radio
towers
3.1.2.3 Conduits Channels for the containment of optical fiber or metallic cable. • Innerduct
• Multi-bore conduit
• PVC pipe
3.2 Transport Equipment located in the central office or at the customer
Equipment premises, but inside the network demarcation point, for the
transmission of digital or analog communication over transmission
media. This product category includes equipment for terminating,
interconnecting, and multiplexing communications circuits.

A-11
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
3.2.1 Cross Connect Equipment to provide a physical termination point for physical
Systems cables and individual conductors. They can be manual or
automated, metallic or optical. Cross-connect systems, such as
distributing frames, Digital Signal Cross Connects (DSXs) and
Fiber Distributing Frames (FDFs) provide the following basic
functions: cross-connection of network distribution facilities and
equipment in the central office, electrical protection for conductive
media, test access, temporary disconnection, and termination
points for facilities and equipment.
3.2.1.1 Manual Cross Equipment to provide a physical termination point for physical cables • Digital Signal Cross
Connect Systems and individual conductors where changes in connections are performed Connect Panel (DSX)
manually. These can be metallic or optical systems such as distributing • Fiber Distribution
frames or Fiber Distributing Frames (FDFs) provide the following basic Frame (FDF)
functions: cross-connection of network distribution facilities and • Feeder Distribution
equipment in the central office, electrical protection for conductive Interface (FDI)
media, test access, temporary disconnection, and termination points for
facilities and equipment.
3.2.1.2 Digital Cross Equipment to provide a physical termination point for physical cables • Digital Cross-connect
Connect Systems and individual conductors where changes in connections are performed System (DCS)
electronically. These systems provide electrical cross-connection of • Electronic DSX
network distribution facilities and equipment in the central office,
electrical protection for conductive media, test access, temporary
disconnection, and termination points for facilities and equipment. They
may interface to the network either optically or metallically.
3.2.1.3 Optical Cross Equipment to provide a physical termination point for physical cables • Active Optical DSX
Connect Systems and individual conductors where changes in connections are performed
using an all optical matrix according to an electronically alterable
memory map. These systems provide cross-connection of network
distribution facilities and equipment in the central office at an optical
level.
Note 1 The information in this table may have changed. The latest release of this table and its effective date are available via
the QuEST Forum website (www.questforum.org).
Note 2 Product Categories listed in RED and italicized will be used for possible Data Aggregation only. Measurements must be
submitted per the lower Product Category listing.
Note 3 Bolded text in the product category definition indicates the primary function of the product category. This is the
function to use for outage measurements.
TL 9000 Quality Management System Product Category Tables 3.6

A-12
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
3.2.2 Carrier Equipment for transmitting multiple communication channels over
Systems / a single transmission facility. This category includes equipment
for transmission over interoffice trunks, for example, from central
Multiplexers to remote offices.
3.2.2.1 Interoffice / Equipment for transmission between central offices, between
Long Haul exchanges, or between carriers, as opposed to transmission
between an end office and a remote location, typical of a loop
carrier.
3.2.2.1.1 Metallic Carrier Carrier system that uses metallic transmission medium. • Analog carrier (N-, L-
Systems carrier)
• D4, D5 digital carrier
3.2.2.1.2 Optical Carrier Carrier system that uses optical transmission medium.
System
3.2.2.1.2.1 SONET / SDH Fully featured digital transmission system employing optical medium • OC-3, 12, 48, or 192
Transport Systems SONET equipment
configurable as linear
or ring.
• Similar for STM-x
SDH equipment
3.2.2.1.2.2 WDM / DWDM / Shelf level systems used for multiplexing, de-multiplexing, or • Wavelength Division
Optical Amplification amplification of optical signals. Lack the built in protection, electrical Multiplexer [WDM]
conversion and other features of a SONET Transport System. • Dense Wavelength
Division Multiplexer
[DWDM]
3.2.2.1.3 Microwave Carrier system that employs fixed microwave transmission. • 6, 8, 11, 18, or 40
gigahertz microwave
radio

A-13
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
3.2.2.2 Loop Carrier Equipment for deploying multiple voice or digital channels over fewer • Digital loop carrier
physical channels than would be otherwise required (a “pair gain” (DLC)
function). Loop carriers are typically digital systems that employ time- • Universal digital loop
division multiplexing (TDM) but may include analog systems as well. carrier (UDLC)
Loop carrier systems consist of a Central Office Terminal (COT) located • Subscriber Line
near the switching system, a Remote Terminal (RT) located near the Concentrator (SLC)
customer to be served and a transmission facility connecting the COT to remote terminal
the RT. Individual communications circuits (such as POTS and Foreign • Integrated digital loop
Exchange [FX]) are accepted as separate inputs at the COT (RT), time- carrier
division multiplexed (in a digital loop carrier) by the loop carrier system • Analog loop carrier
and reproduced at the RT (COT).

There is an analog-to-digital (A/D) conversion of analog inputs to the

DLC and these signals, which are carried digitally within the DLC,
undergo a digital-to-analog (D/A) conversion when output at the COT or
RT. The transmission facility used by a loop carrier may be metallic
cable pairs, repeated metallic cable pairs, or optical fibers.

A-14
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
3.2.3 Line Terminating Equipment to provide the termination point for voice-grade and voice- • Tall conventional
Equipment / grade compatible facilities and equipment in a central office. It is distributing frames
Distributing Frames composed of protectors, connectors and terminal strips or blocks. • Low-Profile
Distributing frames are categorized as either conventional or modular. Conventional
Distribution Frames
(LPCDFs)
• Conventional
protector frames
• Combined Main
Distributing Frame
(CMDF)
• Subscriber Main
Distributing Frame
(SMDF)
• Trunk Main
Distributing Frame
(TMDF)
• Intermediate
Distributing Frame
(IDF)
• Tie-Pair Distributing
Frame (TPDF).
• Office repeater bays
3.2.4 Digital Subscriber Equipment for the transport of high-speed digital data on the embedded • ISDN
Line (DSL) copper plant. DSL typically will operate over nonrepeatered, POTS-like, • HDSL
conditioned unloaded loops out to Carrier Serving Area (CSA) ranges. • ADSL
This product category includes central office and remote units, • DDS
regenerators or range extenders, and supporting equipment.

A-15
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
3.2.5 Fiber to the User Equipment for the bi-directional transport of telecommunications signals • Fiber to the home
over optical fiber between the central office, remote digital loop carrier or (FTTH)
other network node and the end user. • Fiber to the user
(FTTU)
• Passive optical
networks (PON)
3.2.6 Cable Equipment for analog or digital transmission to the subscriber
Transmission unique to co-axial cable based systems.
3.2.6.1 Cable Modem Equipment to provide the interface between cable modem • Cable modem server
Termination subscribers and the network.
Equipment
3.2.6.2 Cable Transmission Equipment used in the transmission of signals over coaxial cable. • CATV transmitters
Equipment This includes central office and remote based transmitters, receivers, • CATV repeaters
and repeaters but not customer premise equipment. • CATV head end
equipment
3.3 Wireless Equipment for analog or digital transmission to the subscriber
Transmission unique to wireless services. This category does not include
interoffice or long haul wireless carrier systems such as long haul
microwave transmission
3.3.1 Base Station Equipment that provides the interface between wireless systems and • BSC
Equipment the Public Switched Telephone Network (PSTN). It provides, for • BSS
example, electrical signaling isolation as well as switching, routing,
billing, and features capabilities. It provides subsystems for vocoding
and selecting hand off decision.
3.3.2 Base Transceiver Equipment that provides the radio link to the mobile subscribers. It is • BTS
System (BTS) connected to the BSC though a backhaul interface between the BSC • Wireless Repeaters
and BTS for both vocoded and overhead packet traffic. This includes
terminals and repeaters.

A-16
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
3.3.3 Pilot Beacon Unit Equipment whose primary purpose is to transmit an ANSI J-STD-008 • Pilot Beacon Unit
(PBU) Pilot channel and ANSI J- STD-008 Sync channel and a partial ANSI (PBU)
J-STD-008 Paging channel. The PBU is intended to notify a mobile
unit of a change in CDMA coverage and can be used to assist in the
execution of cellular CDMA-AMPS and inter-frequency CDMA-CDMA
hand-off. It is designed with the capability for extended temperature and
environmental operation ranges.
3.4 Not Currently
Used
3.4.1 Packet Network See 1.2.5
Element
3.4.2 Trunk Gateway See 1.2.6
3.4.3 Access Gateway See 1.2.7
3.4.4 Service and See 1.2.8
Network Controller
3.4.5 Routers See 1.2.9
4 Operations & Equipment and systems for the management, upkeep, diagnosis
and repair of the communications network.
Maintenance
4.1 Test Systems Equipment to support testing of the network. This category
includes permanently installed equipment used to provide a
centralized test capability or local test access, as opposed to
portable equipment, as might be carried by a craftsperson.
4.1.1 Test Access Equipment to provide test access to transmission circuits. Test access • In line test equipment
Equipment equipment is in series with the customer circuit at all times and therefore
directly affects the circuit reliability. This equipment is designed with
transmission equipment issues in mind. This equipment may have
analog and perhaps a variety of digital (i.e., T1, E1) types.

A-17
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
4.1.2 Test Equipment, Equipment to perform tests on transmission circuits. This equipment is • Monitoring equipment
Embedded designed with transmission equipment issues in mind. Test equipment • Parallel test
is NOT generally in series with the customer circuit and may be equipment
connected to a variety of access equipment and network elements with
integral access features. This equipment may have analog and perhaps
a variety of digital (i.e., T1, E1) types. Failure of this equipment doesn’t
bring down customer circuits; however, it inhibits the ability to maintain
the network and to restore lost service.
4.1.3 Test Support Computer software that runs on a general purpose computer (office • Network test software
Software environment) and perhaps the maintenance network that the computer
uses to communicate with the CO access and test equipment.
4.2 Operations Systems that provide TMN (Telecommunication Management
Support Network) compliant, flexible, scaleable, and interoperable solutions
to automate service activation, service assurance, and network
Systems capacity management processes to worldwide existing and
emerging network services and equipment providers.
4.2.1 On-line Critical Real time network management systems, demanding high availability, • Network traffic
typically 24 hours a day and 7 days per week. management
• Surveillance of 911
• Fire alarms
4.2.2 On-line Non-critical Real time network management systems with lower availability • Provisioning
demands than on line critical systems. • Dispatch
• Maintenance
4.2.3 Off-line Traditional business systems that are run off line sometimes in batch • Inventory
mode, typically overnight, and do not have high availability expectations. • Billing records
• Service creation
platform

A-18
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
4.3 Ancillary Operations Tools, test equipment, and other specialized products used to • Optical splicers
and Maintenance support the operations and maintenance of the communications network • Single fiber fusion
but not part of the permanent network splicers
• Mass fiber fusion
splicers
• Mechanical splicers
• Portable test
equipment
• Optical connector
tools
• Cleavers
5 Common Any of a variety of specialized generic, shared equipment to
support network elements. Common systems include power
Systems systems and the Network Equipment-Building System (NEBS) that
provides space and environmental support for network elements.
These systems are located in central offices and remote building
locations.
5.1 Synchronization Equipment for operating digital systems at a common clock rate • Stratum 1, 2, 3E
(frequency synchronization). This category includes primary domestic, TNC, LNC
reference sources and other timing signal generators that produce a and Type 1
timing signal traceable to Universal Coordinated Time (UTC). International
• GPS timing receivers,
cesium, loran, or
CDMA RF pilot timing
reference generators.

A-19
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
5.2 General Purpose A category reserved for computer complexes (one or more • Terminals
Computers interconnected machines) that perform general business functions but • PCs
that do not provide any telephony transmission or storage service to • Workstations
telecom customers, or that may provide such services, but are not sold • Mini, mid, mainframes
to the customer as part of a system designed exclusively for that
purpose. The purposes to which such machines may be put include but
are not limited to:
• Accounting systems
• Billing systems
• Legal systems
• Ordering systems
• Business Information systems
• HR functions
• Engineering and support functions
• Marketing and Sales functions
5.3 Power Systems Equipment for the provision of power to network equipment. Power • AC rectifiers/battery
systems provide two principal functions: the conversion of the chargers
commercial AC power source to DC voltages required by the network • Battery systems
equipment and the generation and distribution of emergency (reserve) • Uninterruptible Power
power when the commercial power is interrupted. This category also Supplies (UPS)
includes the ringing plant, a redundant plant that supplies the ringing • DC to AC inverters
voltage, frequency, tones, and interrupter patterns • DC to DC bulk
converters
• AC and DC switch
gear
• Ring generator
• Power distribution
panels

A-20
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
6 Customer Equipment installed beyond the network demarcation point.
Although commonly installed on the subscriber’s premises,
Premise and equipment with essentially identical function installed in the
Enhanced service provider’s facility may also be classified as customer
premises equipment.
Services
6.1 Enhanced Services Systems that provide an environment in which service-specific • Interactive Voice
Platforms (Intelligent application programs can execute and an infrastructure by which those Response IVR
Peripherals) application programs can provide enhanced services. Although each • Voice mail systems
enhanced services platform has a corresponding service creation • Unified/Universal
environment, that creation environment may be packaged separately Messaging
and may execute on a different platform. This includes:
• Intelligent Peripheral
• equipment used to allow menu navigation and information (AIN IP)
retrieval, often from legacy databases external to the IVR platform
itself,
• equipment for storage and retrieval of voice and/or fax
messages,
• unified/universal messaging systems that provide a subscriber the
means, from a given device, to manipulate messages originated on
like or different devices, and
• Advanced Intelligent Network (AIN) nodes that add voice band
capabilities to the AIN functional suite via communication with the
SCP either directly or via message handoffs through the SSP
running in the SCP through the invocation of IP related Service
Independent Building Blocks (SIBBs).
6.2 Terminal Equipment connected to the network demarcation point that
Equipment provides a service to the subscriber. Terminal equipment includes
telephone sets, whether ireline, cordless, cellular, PCS, or other
voice terminals, fax machines, answering machines, modems, data
service units (DSUs), or ISDN terminal adapters.
Note 1 The information in this table may have changed. The latest release of this table and its effective date are available via
the QuEST Forum website (www.questforum.org).
Note 2 Product Categories listed in RED and italicized will be used for possible Data Aggregation only. Measurements must be
submitted per the lower Product Category listing.
Note 3 Bolded text in the product category definition indicates the primary function of the product category. This is the
function to use for outage measurements.
TL 9000 Quality Management System Product Category Tables 3.6

A-21
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
6.2.1 Voice Conventional, wireless, cellular, PCS, or other voice terminal
Terminals equipment.
6.2.1.1 Wireline Telephone Telephone sets connected to conventional wireline (POTS) circuits. • POTS telephone sets
Sets • Cordless telephones
6.2.1.2 Wireless Subscriber The subscriber user terminal made to transmit and receive voice and/or • Wireless single mode
User Terminals data communication using Telecommunication Infrastructure equipment user terminal
not requiring hard lines as a means of transport. User terminals may be • Wireless mobile user
of any functional technology available for public use. terminal
• Wireless stationary
user terminal
• Wireless multi-mode
user terminal
• Wireless multi-
purpose user terminal
• Wireless Global user
terminal
6.2.2 Fax Equipment Equipment for sending or receiving facsimile (fax) over conventional • Stand alone fax
voice-grade lines. machines
• Combined
fax/printers/copiers
6.2.3 Data Modems Equipment for digital communications over voice-grade lines • DSL modem
• V.90 modem
• Cable modem

6.2.4 Digital Data Service Equipment for the interconnection of data terminal equipment (DTE) with • DDS CSU / DSU
Units a digital communications service. Such equipment typically provides a • ISDN CSU / DSU
network interface and one or more DTE interfaces and may be • ISDN terminal adapter
configurable. • T1 CSU DSU

A-22
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
6.2.5 Passive Optical Equipment installed at the subscriber site for connection to a passive • Optical Network
Network optical network Termination (ONT)
Termination Units
6.3 Automatic Call Equipment for the distribution of incoming calls to any of a number of • Automatic Call
Distribution (ACD) destinations based on some programmed logic. ACD systems are Distribution ACD
Systems typically used in Customer Support service or sales centers. system
6.4 Private Branch Equipment to provide circuit switched voice and fax communications • Private Branch
Exchange (PBX) services, optimized for medium to large sized customer sites. Now is Exchange (PBX)
evolving to utilize ATM and IP networks and support multimedia
communications.
6.5 Small Equipment to provide circuit switched voice and fax communications • Electronic Key System
Communications services, optimized from small to medium sized customer sites. This is
System (Key now evolving to utilize IP networks.
Telephone System)

A-23
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
7 Services In addition to purchasing tangible hardware/software products,
customers may also acquire service from an organization.
Services include activities such as network engineering,
installation and commissioning, product maintenance, network
operation, etc., where the organization is responsible for the
conduct of the activity in accordance with customer defined
requirements. Services may be thought of as the result generated
by activities at the interface between the supplier and the customer
and by supplier internal activities to meet the customer needs.
NOTES:
The interface between the customer and the supplier may be
represented by personnel or equipment,
Customer activities at the interface with the supplier may be
essential to the service delivery,
Delivery or use of tangible products may form part of the service
delivery,
1. A service may be linked with the manufacture and supply of
tangible product, and
2. A contracted service is one where a legal agreement is reached
either by the customer or by the organization with a third party
to provide a service. Contracted services are services offered
for sale to companies outside of the organization’s company or
its subsidiaries.
7.1 Installation Service Contracted service to position, configure, remove, and/or adjust a • New equipment
product. installation
• Expansion installation
• Upgrade installation
• Equipment removal

A-24
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
7.2 Engineering Contracted service to provide engineering activities.
Service
7.2.1 Network Contracted service to provide engineering activities such as the layout, • Network or site
Engineering Service configuration, positioning, connecting, and adjusting of product modules engineering
to create a system. This activity may also include the writing of
associated engineering documentation.
7.2.2 Software Contracted service to develop and/or test software programs or sub- • Contracted software
Development routines development
Service
7.2.3 Hardware Contracted service to develop and/or test electronic subassemblies, • Contracted board
Development circuit packs, sub-systems or systems. design
Service
7.3 Maintenance Contracted service to maintain customer’s equipment and/or systems. • Network Operations
Service These services are limited to activities typically considered part of the Center (NOC)
Telco’s standard maintenance efforts such as Network Operations • Field maintenance
Center (NOC) operations, Plug-in Inventory Control (PIC) center • System
operations, network field maintenance activities, etc. These exclude troubleshooting
warranty and standard maintenance activities performed in support of a • FRU replacement
particular product by the product OEM.
7.4 Repair Service Contracted service to repair customer’s equipment and/or systems • Repair of returned
FRUs or systems
7.5 Customer Support Contracted service to process customer requests. This service may • Call Center
Service include call answering, response to general inquiries, information • Web-based support
requests, and information sharing. When the customer support service • Dispatch Centers
center also handles product problem reports, those problem reports
shall be included in the appropriate product category measurements and
not in this category.
7.6 Purchasing Services for the procurement of material, equipment and services
Services
Note 1 The information in this table may have changed. The latest release of this table and its effective date are available via
the QuEST Forum website (www.questforum.org).
Note 2 Product Categories listed in RED and italicized will be used for possible Data Aggregation only. Measurements must be
submitted per the lower Product Category listing.
Note 3 Bolded text in the product category definition indicates the primary function of the product category. This is the
function to use for outage measurements.
TL 9000 Quality Management System Product Category Tables 3.6

A-25
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
7.6.1 Procurement Contracted services for the procurement of reuse and new equipment. • Refurbishment/retest
Services
7.6.2 Sourcing/ Services provided by internal organizations for the procurement of • Purchasing
Purchasing Services products on behalf of their parent organizations. These activities may department
include preparation of contracts, product and/or supplier qualification, • Supply chain
and ongoing supplier management. organization
7.7 Logistical Services Contracted service for the distribution of products between suppliers and • Warehousing
customers. This includes logistical services such as warehousing, • Electronic parts
transportation and delivery or general distribution services where the distributors
order for the product is placed with the distributor and not the original • System distributors
supplier
7.8 Reserved for future use
7.9 General Support Contracted service that is not included in another product category.
Service
7.10 e-Business Services offered on an assignment basis, with or without association to • Consulting
Consulting specific products or services, to support business/public organizations in • Systems Integration
the deployment or support of information/data systems.
7.11 Customer Services offered to all customer types, to provide service support and • Directory Assistance
Assistance information, to aid in the finding of call recipients and in making calls • Yellow Pages
• Operator Assistance
8 Components Individual components or assemblies provided for use in
telecommunications systems excluding those already covered by a
and Sub- specific product category in another product family. These items
assemblies would typically be used by other suppliers and not sold directly to
service providers except as replacement parts.

A-26
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
8.1 Components Individual self-contained active or passive devices without separable • Crystals
parts not included in another product category • ASICs
• Relays
• TECS
• Bare PCBs
8.2 Electronic A device made up of a number of components for use in a
Assemblies telecommunications system. This device is a portion of the
completed system, but would not make up the entire system.
8.2.1 Simple Less than 11 components or 49 solder connections excluding • VCXOs
connectors • Bandpass filters
• MW circulators
8.2.2 Medium Complexity More than 10 components or 48 solder connections but less than 51 • Multi die hybrids
components or 241 solder connections excluding connectors. • DC/DC converter
“bricks”
8.2.3 High Complexity More than 50 components or 240 solder connections but less than 501 • Medium sized printed
components or 2401 solder connections excluding connectors circuit assemblies
• Backplane assemblies
8.2.4 Very High More than 500 components or 2400 solder connections excluding • Single board
Complexity connectors computers
8.3 Cable Assemblies Internal and/or external connectorized metallic or fiber optic cable • Telco
assemblies • D-Sub
• Coax
• Harnesses
8.4 Electromechanical Devices or assemblies that are mechanical or electrical-mechanical in • Fan assembly
Assemblies nature. Typically, the electromechanical assemblies will contain PCBAs, • Rack assemblies
backplanes, cables and/or cable assemblies. These assemblies may be • Cabinets
complex and could include fully equipped and populated racks or • Equipment shelves
enclosures.

A-27
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
8.5 Optical Fiber This category of products includes optical fiber utilized in the
and Devices manufacture of telecommunications cabling media and devices,
opto-electronics components modules and subassemblies
deployed in optical networks and ancillary electronic devices.
They are used specifically to support the functioning of optical
networks and are typically supplied to optical cablers or optical
equipment system integrators. They are generally not sold directly
to telecommunication service organizations.
8.5.1 Optical Fiber A filament of transparent dielectric material, usually glass or plastic and • Single Mode Fiber
usually circular in cross section that guides light. • Multimode Fiber
8.5.2 Optical Devices Devices that are used specifically to support the functioning of
optical networks
8.5.2.1 Optoelectronic A device that is responsive to, or that emits or modifies electro-magnetic • Lasers (VCSELs,
Devices radiation, in the visible, infrared, and/or ultraviolet spectral regions. LEDs, DFBs, FP)
JEDEC Standard No. JESD 77-B 2/2000 • Laser Diodes
• Photodetectors
• Photo Diodes
• OSAs (ROSAs and
TOSAs)
8.5.2.2 Passive Optical A class of optical devices that either channels or filters an optical signal • Isolators
Devices among ports in a non-variable predetermined fashion. It does not • Filters
contain an optical source, detector or optoelectronic transducer of any • Splitters
kind and does not require external power. TIA/EIA 6200000 of 12/94 or • Mirrors
Telcordia 1209 • Lenses
• Passive multiplexer
• Passive demultiplexer

A-28
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
8.5.2.3 Optical Stand-alone or “drop-in” products that perform a complete optical • Optical Transmitter
Subassemblies operation and may contain passive and/or optoelectronic devices. • Optical Transceivers
These subassemblies will generally contain passive optical devices • Optical Receiver
(8.5.2.1), active optical devices (8.5.2.2) and/or other types of • External Modulator
components such as heaters, TECS, and standard electronic devices (Packaged with a
(8.1). These subassemblies are then used as part of an electronic Laser)
assembly (8.2.x). • Fiber Optic
Amplifiers/EDFAs
• Repeaters
• Transponders
• Optical MEMs
8.6 Software Software programs, routines or sub-routines for use within other
Components software programs or systems or for use in the development of
other programs or systems.
and Tools
8.6.1 Component Software programs, routines or sub-routines sold for use in other • Protocol stacks
Software software programs or systems. • Operating systems
• Sort routines
• Database programs
• Interface programs
• Drivers

A-29
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
8.6.2 Software Software programs for use in the development or testing of other • Compilers
Development Tools programs or systems. • Configuration
Management
• Problem Tracing and
Management
• Complexity
Measurement Tools
• Website Tools
• Multimedia Tools
• Static Analysis Tools
• Simulators
• Measurement Tools
• Code coverage tools
• Porting and
conversion
tools/services
9 End- End-user consumer and business customers will acquire a vast
variety of products from a service provider organization. These
Customer may be supplied on a buy, lease or rental basis and comprise
Products components from hardware through to complex solutions or
outsourced facilities management of a customer organization’s
entire telecommunications facilities.
9.1 Voice Products offered to business/public customers and to consumers, to • Fixed voice access
support voice communications and supplementary services • Local Services Calls
• Long Distance and
International calls
• Chargecard/ Calling
cards

A-30
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
9.2 Wireless Products offered to business/public customers and to consumers, to • Mobile voice
support mobile communications and service needs • Paging
• Small Message Svce
(SMS)
• GPRS/3G
message/visuals
• WAP protocol
services
9.3 Transport Networks Products provided to business customers or other operators, to allow • International Private
them to communicate two or more physical sites as a communications Leased Circuit
network, either through multiple point-to-point services, or via a multi- • Analogue Private
point network. Circuit
• Managed Bandwidth
• X25 Packet Switching
• Broadcast Circuit
• Unbundled Local Loop

A-31
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
9.4 Private Networks Products designed and provided to allow business and/or public • VPN MPLS Services
customer organizations to provide communications connections using • Metropolitan Network
specific network platforms or protocols, or to operate internal Svcs
communications networks, whether for voice and/or data use. • Local Area Network
(LAN)
• Wide Area Network
(WAN)
• Virtual LAN (VLAN)
• LAN extension
(Gigabit Ethernet)
• IP VPN
• Frame Relay Services
• Cell/ATM Services
• Short Haul Data
Services
• Switched Multi-
Megabit Data
• IP Connectivity
9.5 Internet Access Products offered to business, public organizations and to consumers, to • Fixed access – ISDN,
provide them with access to Internet services and networks, at speeds DSL
and levels of availability appropriate to their needs. • Dial Solutions
• Fixed & Dial VPNs
• Security, e.g.,
Firewalls
• Certification

A-32
Appendix A

Table A-1 Product Category Definitions

Category Code Category Name Definition Examples
9.6 e-Business and Chargeable products offered separately or as part of a solution to • Hosting – Dedicated,
Content Hosting customers with data, Internet/Intranet and information systems needs. Managed Storage, Co-
location
• Managed Firewalls
• Content Distribution
• Applications – eCRM,
Supply Chain, e-
Learning, e-
Government
9.7 Bulk Transport Products provided to allow other licensed operators or carriers to
allow them to operate networks or services, without necessarily
owning 100% of their operating network.
9.7.1 Infrastructure Products to provide network infrastructure on a lease or rent basis, on • Wavelength
long or short-term contracts. • Dark Fiber
• Duct
• Satellite Services
9.7.2 Wholesale Products provided to allow operators to trade traffic on a correspondent • Wholesale voice
basis or to offer services without having to maintain a network or their • Wholesale long
own. distance
• Wholesale IP
• Outbound voice
• Inbound voice

A-33
Appendix A

2) Measurement Applicability Table (Normalized Units)

a) Measurements Without Normalization Factors

The measurements Fix Response Time (FRT), Overdue Fix
Responsiveness (OFR), and On-Time Delivery (OTD) are
applicable and required for ALL product categories, with the
exception of OTD for Customer Support Service (category 7.5)
where resolution time is the service quality measurement. 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 three measurements for all products. Use Table
A-2 to determine the normalization units and applicability of the
rest of the measurements.

b) Other Rules and References

i) Where the normalization factor is traffic capacity based, such
as DS1, OC-1, DSL or Terminations, the calculation shall be
based on the true usable traffic capacity. Equipment within
the system used to provide protection for the main traffic
path shall not be included, as it does not add usable capacity
to the system.
ii) Software measurements are based on the three most
dominant releases. % = 100 x Quantity Defective / Total
Quantity. “%” is applicable to “Software Only”
measurements.
iii) “NA” means the measurement is not applicable for the
product category.
iv) “None” means that no common normalization factor has
been identified for the product category; however, data shall
be submitted for the measurement.
v) 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 the
measurements elsewhere in this document, refer to the
measurement and sub-measurement symbols in Table A-6.
vi) A system, for the purposes of TL 9000 normalization factor
calculation, is defined as a collection of hardware and/or
software items located at more than one physical location
where all items are required for proper operation. No single
item can function by itself.
vii) For some product categories it may not be clear what is to
be considered a unit. The following 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

TL 9000 Quality Management System Product Category Tables 3.6

A-34
Appendix A

c) Measurement Summary Listing

Table A-6 is a listing of the measurements included in this
handbook with the symbols used in data reporting, the
applicability to hardware, software, and/or services (H, S, V), and
a reference to the table in this handbook with data reporting
details. The symbols listed here are referenced by the
normalization unit and applicability table to clarify the general
descriptions used as column headings.

TL 9000 Quality Management System Product Category Tables 3.6

A-35
Appendix A

Table A-2 Measurement Applicability Table (Normalized Units)

Product Category Outage Measurements
Network Element Impact

Primary
Code Description Problem Service Function CCS Admin Return Rate Software
Reports Impact Measures
H,S,V H,S H,S H,S H,S H S
TL 9000 Measurement Symbols (see Table A-6) NPR SO SONE SOCCS SONA FR SWIM
1 Switching
1.1h Circuit Switch – all non-remotes Network Termination Network Network NA Termination Yes
including host systems Element Element Element
1.1r Circuit Switch – remotes only NA Termination Network NA NA NA NA
Element
Note : All organizations registering in 1.1 shall report data for 1.1h and 1.1r in one data submission. If there are no remote
applications for their particular product, then “N/A” shall be entered in the 1.1r data. Data for measurements indicated “NA”
for 1.1r is to be reported in combination with the host data in 1.1h.
1.2 Packet Switch
1.2.1 Public Packet Switched Network Network Network NA NA NA Termination Yes
(PPSN) Element Element
1.2.2 Access Multi-service Network Network Network NA NA Network Yes
Element Element Element Element
1.2.3 Not currently used
1.2.4 Frame Relay Switch Network Network NA NA NA Termination Yes
Element Element
1.2.5 Broadband Multi-service Network Network Network NA NA Network Yes
Element Element Element Element
1.2.6 Packet Gateway Network Network Network NA NA Network Yes
Element Element Element Element
Note 1 The information in this table may have changed. The latest release of this table and its effective date are available via the QuEST
Forum website (www.questforum.org).
Note 2 Measurements FRT, OFR & OTD are applicable and must be reported for all product categories except OTD for 7.5.
Note 3 Product Categories listed in RED and italicized will be used for possible Data Aggregation only. Measurements must be submitted per the
lower Product Category listing.
Note 4 If the normalization factor contains the word “shipped”, then the quantity shipped in the 12 months ending prior to the month being
reported shall be used.

TL 9000 Quality Management System Product Category Tables 3.6

A-36
Appendix A

Table A-2 Measurement Applicability Table (Normalized Units)

Product Category Outage Measurements
Network Element Impact

Primary
Code Description Problem Service Function CCS Admin Return Rate Software
Reports Impact Measures
H,S,V H,S H,S H,S H,S H S
TL 9000 Measurement Symbols (see Table A-6) NPR SO SONE SOCCS SONA FR SWIM
1.2.7 Not currently used
1.2.8 Service and Network Controller Network Network Network Network NA Network Yes
Element Element Element Element Element
1.2.9 Routers Network Network NA NA NA Network Yes
Element Element Element
2 Signaling
2.1 Service Control Point (SCP) Network Network Network NA NA Network Yes
Element Element Element Element
2.2 Common Channel Signaling {formerly Network Network Network NA NA Network Yes
Signaling Transfer Point (STP)} Element Element Element Element
2.3 Home Location Register (HLR) Network Network Network NA NA Network Yes
Element Element Element Element
2.4 Service Logic (SL) Network Network Network NA NA Network Yes
Element Element Element Element
3 Transmission
3.1 Transmission Media and Structure
(Outside Plant)
3.1.1 Transmission Medium
3.1.1.1 Metallic Products
3.1.1.1.1 Metallic Conductor Cable None NA NA NA NA NA NA
3.1.1.1.2 Metallic Connectors Units shipped NA NA NA NA NA NA
Note 1 The information in this table may have changed. The latest release of this table and its effective date are available via the QuEST
Forum website (www.questforum.org).
Note 2 Measurements FRT, OFR & OTD are applicable and must be reported for all product categories except OTD for 7.5.
Note 3 Product Categories listed in RED and italicized will be used for possible Data Aggregation only. Measurements must be submitted per the
lower Product Category listing.
Note 4 If the normalization factor contains the word “shipped”, then the quantity shipped in the 12 months ending prior to the month being
reported shall be used.

TL 9000 Quality Management System Product Category Tables 3.6

A-37
Appendix A

Table A-2 Measurement Applicability Table (Normalized Units)

Product Category Outage Measurements
Network Element Impact

Primary
Code Description Problem Service Function CCS Admin Return Rate Software
Reports Impact Measures
H,S,V H,S H,S H,S H,S H S
TL 9000 Measurement Symbols (see Table A-6) NPR SO SONE SOCCS SONA FR SWIM
3.1.1.2 Fiber Optic Cable Products
3.1.1.2.1 Fiber Optic Cable None NA NA NA NA NA NA
3.1.1.2.2 Optical connectors Units shipped NA NA NA NA NA NA
3.1.1.3 Transmission Sub-systems
3.1.1.3.1 Active Sub-systems Unit NA NA NA NA Unit NA
3.1.1.3.2 Passive Optical Sub-systems Unit NA NA NA NA Unit NA
3.1.1.3.3 Ancillary Sub-systems Unit NA NA NA NA Unit NA
3.1.1.3.4 Fixed Antenna Systems
3.1.1.3.4.1 Radio Antenna Systems Network NA NA NA NA Network NA
Element Element
3.1.1.3.4.2 Satellite Antenna Systems Network NA NA NA NA Network NA
Element Element
3.1.1.3.4.3 Optical Antenna Systems Network NA NA NA NA Network NA
Element Element
3.1.2 Physical Structure
3.1.2.1 Enclosures Units shipped NA NA NA NA Unit NA
3.1.2.2 Support Structures Units shipped NA NA NA NA Unit NA
3.1.2.3 Conduits Meters NA NA NA NA Unit NA
shipped
3.2 Transport Equipment
3.2.1 Cross Connect Systems
Note 1 The information in this table may have changed. The latest release of this table and its effective date are available via the QuEST
Forum website (www.questforum.org).
Note 2 Measurements FRT, OFR & OTD are applicable and must be reported for all product categories except OTD for 7.5.
Note 3 Product Categories listed in RED and italicized will be used for possible Data Aggregation only. Measurements must be submitted per the
lower Product Category listing.
Note 4 If the normalization factor contains the word “shipped”, then the quantity shipped in the 12 months ending prior to the month being
reported shall be used.

TL 9000 Quality Management System Product Category Tables 3.6

A-38
Appendix A

Table A-2 Measurement Applicability Table (Normalized Units)

Product Category Outage Measurements
Network Element Impact

Primary
Code Description Problem Service Function CCS Admin Return Rate Software
Reports Impact Measures
H,S,V H,S H,S H,S H,S H S
TL 9000 Measurement Symbols (see Table A-6) NPR SO SONE SOCCS SONA FR SWIM
3.2.1.1 Manual Cross Connect Systems Network NA NA NA NA DS1 NA
Element
3.2.1.2 Digital Cross Connect Systems Network DS1 Network NA Network DS1 Yes
Element Element Element
3.2.1.3 Optical Cross Connect Systems Network OC1 Network NA Network OC1 Yes
Element Element Element
3.2.2 Carrier Systems/Multiplexers
3.2.2.1 Interoffice/Long Haul
3.2.2.1.1 Metallic Carrier System Network DS1 Network NA NA DS1 Yes
Element Element
3.2.2.1.2 Optical Carrier System
3.2.2.1.2.1 SONET/SDH Transport Systems Network OC-1 Network NA Network OC-1 Yes
Element Element Element
3.2.2.1.2.2 WDM/DWDM/Optical Amplification Network Optical Network NA Network Optical Yes
Element Channel Element Element Channel
3.2.2.1.3 Microwave Network DS1 Network NA NA DS1 Yes
Element Element
3.2.2.2 Loop Carrier Network DS1 Network NA Network DS1 Yes
Element Element Element
3.2.3 Line Terminating Network NA NA NA NA Termination Yes
Equipment/Distributing Frames Element

Note 1 The information in this table may have changed. The latest release of this table and its effective date are available via the QuEST
Forum website (www.questforum.org).
Note 2 Measurements FRT, OFR & OTD are applicable and must be reported for all product categories except OTD for 7.5.
Note 3 Product Categories listed in RED and italicized will be used for possible Data Aggregation only. Measurements must be submitted per the
lower Product Category listing.
Note 4 If the normalization factor contains the word “shipped”, then the quantity shipped in the 12 months ending prior to the month being
reported shall be used.

TL 9000 Quality Management System Product Category Tables 3.6

A-39
Appendix A

Table A-2 Measurement Applicability Table (Normalized Units)

Product Category Outage Measurements
Network Element Impact

Primary
Code Description Problem Service Function CCS Admin Return Rate Software
Reports Impact Measures
H,S,V H,S H,S H,S H,S H S
TL 9000 Measurement Symbols (see Table A-6) NPR SO SONE SOCCS SONA FR SWIM
3.2.4 Digital Subscriber Line (DSL) Network DSL Network NA NA DSL Yes
Element Element
3.2.5 Fiber to the User Network Subscriber NA NA NA Subscriber Yes
Element
3.2.6 Cable Transmission
3.2.6.1 Cable Modem Termination Network Network NA NA NA Network Yes
Equipment Element Element Element
3.2.6.2 Cable Transmission Equipment Network Network NA NA NA Network Yes
Element Element Element
3.3 Wireless Transmission
3.3.1 Base Station Equipment Network Network Network NA NA Unit Yes
Element Element Element
3.3.2 Base Transceiver System (BTS) Network Network Network NA NA Unit Yes
Element Element Element
3.3.3 Pilot Beacon Unit (PBU) Network Network Network NA NA Unit Yes
Element Element Element
4 Operations & Maintenance
4.1 Test Systems
4.1.1 Test Access Equipment Network NA NA NA NA Unit Yes
Element

Note 1 The information in this table may have changed. The latest release of this table and its effective date are available via the QuEST
Forum website (www.questforum.org).
Note 2 Measurements FRT, OFR & OTD are applicable and must be reported for all product categories except OTD for 7.5.
Note 3 Product Categories listed in RED and italicized will be used for possible Data Aggregation only. Measurements must be submitted per the
lower Product Category listing.
Note 4 If the normalization factor contains the word “shipped”, then the quantity shipped in the 12 months ending prior to the month being
reported shall be used.

TL 9000 Quality Management System Product Category Tables 3.6

A-40
Appendix A

Table A-2 Measurement Applicability Table (Normalized Units)

Product Category Outage Measurements
Network Element Impact

Primary
Code Description Problem Service Function CCS Admin Return Rate Software
Reports Impact Measures
H,S,V H,S H,S H,S H,S H S
TL 9000 Measurement Symbols (see Table A-6) NPR SO SONE SOCCS SONA FR SWIM
4.1.2 Test Equipment, Embedded Network NA NA NA NA Unit Yes
Element
4.1.3 Test Support Software System System NA NA NA NA Yes
4.2 Operations Support Systems
4.2.1 On Line Critical System System System NA NA System Yes
4.2.2 On Line Non-Critical System System System NA NA System Yes
4.2.3 Off Line System System System NA NA System Yes
4.3 Ancillary Operations and Unit NA NA NA NA Unit NA
Maintenance
5 Common Systems
5.1 Synchronization Network Network NA NA NA Network NA
Element Element Element
5.2 General Purpose Computers Network Network NA NA NA Network Yes
Element Element Element
5.3 Power Systems Network Network NA NA NA Unit NA
Element Element
6 Customer Premises and Enhanced
Services
6.1 Enhanced Services Network Network Network NA NA Network Yes
Element Element Element Element
6.2 Terminal Equipment
Note 1 The information in this table may have changed. The latest release of this table and its effective date are available via the QuEST
Forum website (www.questforum.org).
Note 2 Measurements FRT, OFR & OTD are applicable and must be reported for all product categories except OTD for 7.5.
Note 3 Product Categories listed in RED and italicized will be used for possible Data Aggregation only. Measurements must be submitted per the
lower Product Category listing.
Note 4 If the normalization factor contains the word “shipped”, then the quantity shipped in the 12 months ending prior to the month being
reported shall be used.

TL 9000 Quality Management System Product Category Tables 3.6

A-41
Appendix A

Table A-2 Measurement Applicability Table (Normalized Units)

Product Category Outage Measurements
Network Element Impact

Primary
Code Description Problem Service Function CCS Admin Return Rate Software
Reports Impact Measures
H,S,V H,S H,S H,S H,S H S
TL 9000 Measurement Symbols (see Table A-6) NPR SO SONE SOCCS SONA FR SWIM
6.2.1 Voice Terminals
6.2.1.1 Wireline Telephone Sets Units shipped NA NA NA NA Unit Yes
6.2.1.2 Wireless Subscriber User Terminals Units shipped NA NA NA NA Unit Yes
6.2.2 Fax Equipment Units shipped NA NA NA NA Unit Yes
6.2.3 Data Modems Units shipped NA NA NA NA Unit Yes
6.2.4 Digital Data Service Units Units shipped NA NA NA NA Unit Yes
6.2.5 Passive Optical Network Termination Units shipped NA NA NA NA Unit Yes
Units
6.3 Automatic Call Distribution (ACD) Network Network NA NA NA Network Yes
Systems Element Element Element
6.4 Private Branch Exchange (PBX) Network Network NA NA NA Network Yes
Element Element Element
6.5 Small Communications System (Key Network Network NA NA NA Network Yes
Telephone System) Element Element Element

Note 1 The information in this table may have changed. The latest release of this table and its effective date are available via the QuEST
Forum website (www.questforum.org).
Note 2 Measurements FRT, OFR & OTD are applicable and must be reported for all product categories except OTD for 7.5.
Note 3 Product Categories listed in RED and italicized will be used for possible Data Aggregation only. Measurements must be submitted per the
lower Product Category listing.
Note 4 If the normalization factor contains the word “shipped”, then the quantity shipped in the 12 months ending prior to the month being
reported shall be used.

TL 9000 Quality Management System Product Category Tables 3.6

A-42
Appendix A

Table A-2 Measurement Applicability Table (Normalization Units)

Product Category
Code Description Problem Reports Outage Frequency Service Quality Return Rate
H,S,V V V H
TL 9000 Measurement Symbols (see Table A-6) NPR EIO SQ FR
7 Services
7.1 Installation Service Job Job Audits NA
7.2 Engineering Service
7.2.1 Network Engineering Service Job Job NA NA
7.2.2 Software Development Service Contract NA NA NA
7.2.3 Hardware Development Service Contract NA NA NA
7.3 Maintenance Service Units maintained NA Maintenance Visits NA
7.4 Repair Service Units repaired NA Units repaired NA
7.5 Customer Support Service Support requests NA Support Requests NA
7.6 Purchasing Services
7.6.1 Procurement Services Unit NA NA Unit
7.6.2 Sourcing/Purchasing Services Transactions NA Transactions NA
7.7 Logistical Services Order NA NA NA
7.8 Reserved for future use
7.9 General Support Service Unit NA Transactions NA
7.10 e-Business Consulting Assignment NA NA NA
7.11 Customer Assistance Transaction NA NA NA

Note 1 The information in this table may have changed. The latest release of this table and its effective date are available via the QuEST
Forum website (www.questforum.org).
Note 2 Measurements FRT, OFR & OTD are applicable and must be reported for all product categories except OTD for 7.5.
Note 3 Product Categories listed in RED and italicized will be used for possible Data Aggregation only. Measurements must be submitted per the
lower Product Category listing.
Note 4 If the normalization factor contains the word “shipped”, then the quantity shipped in the 12 months ending prior to the month being
reported shall be used.

TL 9000 Quality Management System Product Category Tables 3.6

A-43
Appendix A

Table A-2 Measurement Applicability Table (Normalized Units)

Product Category
Code Description Problem Reports Return Rate Software Measures
H,S,V H S
TL 9000 Measurement Symbols (see Table A-6) NPR FR SWIM
8 Components and Subassemblies Problem reports on products in category 8 are not reported by severity. Please see
Section 5 for exact rules for N PR, FRT, and OFR reporting.
8.1 Components Units shipped NA NA
Important information for the Products in the following six categories (8.2.x, 8.3, and 8.4) are
categories noted. provided by two types of organizations. These are:
a) Organizations that design and develop the product for general sale
on the open market. The activities of these organizations will
include full support of the product before and after the sale
b) Contract manufacturing organizations that build these products for
another company. The receiving company is responsible for
support of the product.
Indication of which type applies (a or b) shall be included in the data
submitted to the MRS for these six product categories.
8.2 Electronic Assemblies
8.2.1 a&b Simple Units shipped Unit NA
8.2.2 a&b Medium Complexity Units shipped Unit NA
8.2.3 a&b High Complexity Units shipped Unit NA
8.2.4 a&b Very High Complexity Units shipped Unit NA
8.3 a&b Cable Assemblies Units shipped Unit NA
8.4 a&b Electromechanical Assemblies Units shipped Unit NA
8.5 Optical Fiber and Devices
8.5.1 Optical Fiber None NA NA
Note 1 The information in this table may have changed. The latest release of this table and its effective date are available via the QuEST
Forum website (www.questforum.org).
Note 2 Measurements FRT, OFR & OTD are applicable and must be reported for all product categories except OTD for 7.5.
Note 3 Product Categories listed in RED and italicized will be used for possible Data Aggregation only. Measurements must be submitted per the
lower Product Category listing.
Note 4 If the normalization factor contains the word “shipped”, then the quantity shipped in the 12 months ending prior to the month being
reported shall be used.

TL 9000 Quality Management System Product Category Tables 3.6

A-44
Appendix A

Table A-2 Measurement Applicability Table (Normalized Units)

Product Category
Code Description Problem Reports Return Rate Software Measures
H,S,V H S
TL 9000 Measurement Symbols (see Table A-6) NPR FR SWIM
8.5.2 Optical Devices

8.5.2.1 Opto-electronic Devices Units shipped Unit NA

8.5.2.2 Passive Optical Devices Units shipped Unit NA
8.5.2.3 Optical Subassemblies Units shipped Unit NA
8.6 Software Components and Tools
8.6.1 Software Components Unit NA Yes
8.6.2 Software Development Tools Network Element NA Yes

Table A-2 Measurement Applicability Table (Normalized Units)

Product Category
Code Description Problem Reports Service Impact Outages Software Measures
H,S,V H,S,V S
TL 9000 Measurement Symbols (see Table A-6) NPR SO SWIM
9 End-Customer Products
9.1 Voice Active Phone Numbers Terminations NA
9.2 Wireless Active Phone Numbers Active Phone Numbers NA
9.3 Transport Networks Trunk Trunk NA
9.4 Private Networks 10 MB Bandwidth 10 MB Bandwidth NA
9.5 Internet Access Subscriber Port Subscriber Port Yes
9.6 e-Business & Content Hosting System System Yes
9.7 Bulk Transport
9.7.1 Infrastructure Channel Channel NA
9.7.2 Wholesale Channel Channel NA
Note 1 The information in this table may have changed. The latest release of this table and its effective date are available via the QuEST
Forum website (www.questforum.org).
Note 2 Measurements FRT, OFR & OTD are applicable and must be reported for all product categories except OTD for 7.5.
Note 3 Product Categories listed in RED and italicized will be used for possible Data Aggregation only. Measurements must be submitted per the
lower Product Category listing.
Note 4 If the normalization factor contains the word “shipped”, then the quantity shipped in the 12 months ending prior to the month being
reported shall be used.

TL 9000 Quality Management System Product Category Tables 3.6

A-45
Appendix A

3) Network Element Impact Outage Definitions

Table A-3 Network Element Impact Outage Definitions

Product Category
Total Outage Partial Outage
Number Name
All All where NE Unless otherwise stated below, an unscheduled event Unless otherwise stated below, an unscheduled
outage applicable must be longer than 30 seconds to be considered an event must be longer than 30 seconds to be
NE Impact outage considered an NE Impact outage
All All where NE Unless otherwise stated below, a scheduled event Unless otherwise stated below, a scheduled
outage applicable must be longer than 30 seconds to be considered an event must be longer than 30 seconds to be
NE Impact outage considered an NE Impact outage
All Partial outages are the loss of part of the
capability or services of the network element but
not all of the capability or services. Therefore
events, which qualify as total outages, are not
counted as partial outages.
1.1 Circuit Switch Varies according to switch type as noted in the
following
End Office (host Loss of origination and termination capability in all Partial outages includes:
or remote) and lines. A scheduled event longer than 15 seconds • Switch Isolation
Tandem is considered an outage. • Host caused remote isolation
• Loss of origination or termination capability in
more than 64 terminations
• Loss of access to one or more critical
services
• Loss of stable calls
• System congestion problem that results in
call blocking greater than 0.3% of call
attempts
Combined Loss of origination and termination capability in all Same as End Office
Tandem/End terminations. A scheduled event longer than 15
Office seconds is considered an outage.

Note 1 The information in this table may have changed. The latest release of this table and its effective date are available via the QuEST
Forum website (www.questforum.org).
TL 9000 Quality Management System Product Category Tables 3.6

A-46
Appendix A

Table A-3 Network Element Impact Outage Definitions

Product Category
Total Outage Partial Outage
Number Name
Hybrid Voice Over Loss of capability to originate and terminate all traffic. Partial TDM outage – same as End office above
Packet (HVOP) A scheduled event longer than 15 seconds is Partial Packet outage -
considered an outage. • loss of an aggregate service bandwidth over
5% of the provisioned bandwidth for more
than 10 seconds
• interface switchovers that last longer than
60 milliseconds
• Loss of access to one or more critical
services
• System congestion problem that results in
call blocking greater than 0.3% of call
attempts
• Loss of stable connections
• Total loss of a non-critical service
• Total loss of OA&M functions
• Total loss of visibility from the Element
Management System (EMS)
MSC/ISC Loss of all capacity for origination and/or termination • Loss of greater than 10% of the provisioned
of voice and data traffic. capacity for origination and/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
• Total loss of OA&M functions
• Total loss of visibility from the Element
Management System (EMS)

A-47
Appendix A

Table A-3 Network Element Impact Outage Definitions

Product Category
Total Outage Partial Outage
Number Name
1.2.2 Access Multi- Loss of all switching capability on all trunks or the total • Loss of capability to originate and terminate
service isolation of the network element from the packet more than 64 lines
network • System congestion problem that results in
call blocking greater than 0.3% of call
attempts
• Loss of all stable calls
• Total loss of one or more but not all services
(such as ISDN capability, DS1, POTS, etc.)
• Total loss of a non-critical service
• Total loss of OA&M functions
• Total loss of visibility from Element
Management System
1.2.5 Broadband Multi- Total network element outage is constituted by any of • Loss of an aggregate service bandwidth over
service the following events: 5% of the provisioned bandwidth for more
• Loss of all ability to transport packets between all than 10 seconds or loss of more than 4MB
interface points including loss of stable of service bandwidth for more than 5
connections for a period longer than one second minutes
• Total network element isolation for more than 10 • Interface switchovers lasting longer than 60
seconds milliseconds
• Loss of all services for longer than 10 seconds • Total loss of a service(s) for more than 10
• For a connection based network element, total seconds
loss of ability to set up or tear down connections • Loss of OA&M capability for more than 5
for a period longer than 10 seconds. minutes
• Total loss of visibility from Element
Management System for more than 5
minutes

A-48
Appendix A

Table A-3 Network Element Impact Outage Definitions

Product Category
Total Outage Partial Outage
Number Name
1.2.6 Packet Gateway Total loss of capability to originate and terminate all • Loss of capability to originate and terminate
traffic more than 64 lines
• System congestion problem that results in
call blocking greater than 0.3% of call
attempts
• Loss of all stable calls
• Total loss of one or more but not all services
(such as ISDN capability, DS1, POTS, etc.)
• Total loss of OA&M functions
• Total loss of visibility from Element
Management System
1.2.8 Service and Total loss of capability to originate and terminate all Includes any of the following:
Network traffic • Loss of capability to originate and terminate
Controller more than 5% of the packet traffic
• Loss of access to one or more critical
services
• Loss of all stable calls
• System congestion which results in call
blocking of greater than 0.3% of all call
attempts
• Total loss of a non-critical service
• Total loss of OA&M functions
• Total loss of visibility from the Element
Management System (EMS)
2.1 Service Control Loss of all links and/or all applications within the Loss of one or more applications or the loss of
Point (SCP) single network element (node). When considering just 20% or more of the links on the single network
the Service Logic portion of the SCP, loss of the ability element (node). When considering just the
to process any queries. Service Logic portion of the SCP, loss of ability to
process a query

A-49
Appendix A

Table A-3 Network Element Impact Outage Definitions

Product Category
Total Outage Partial Outage
Number Name
2.2 Common Channel Loss of all CCS capability within the single network Loss of more than 24 channels or 4 links,
Signaling element (node). whichever is less on the single network element
{formerly (node)
Signaling Transfer
Point (STP)}
2.3 Home Location Total inability to respond to any Transactional Not reported
Register (HLR) Capabilities Application Part (TCAP) of CCS7
message. This failure would be due solely to a non-
hardware related fault, since any hardware related
problems are measured as part of the SCP.
2.4 Service Logic Loss of the SCP ability to process all queries due to a An event caused by a Service Logic fault where
Service Logic fault. the SCP loses the ability to process one or more
queries. This includes events for which a single
service or group of services loses the ability to
process queries. It also includes events, such as
degraded performance, for which some or all
services lose the ability to process one or more
queries.
3.2.1.2 Digital Cross Loss of all network element service capabilities for Loss of network element service capabilities
Connect Systems more than 60 milliseconds. affecting at least 5 DS1 equivalent network
signals for more than 60 milliseconds.
3.2.1.3 Optical Cross Loss of all network element service capabilities for Loss of network element service capabilities
Connect Systems more than 60 milliseconds. affecting at least 5 DS1 equivalent network
signals for more than 60 milliseconds.
3.2.2.1.1 Metallic Carrier Loss of all network element service capabilities for Loss of network element service capabilities
System more than 60 milliseconds. affecting at least 5 DS1 equivalent network
signals for more than 60 milliseconds.
3.2.2.1.2.1 SONET/SDH Loss of all network element service capabilities for Loss of network element service capabilities
Transport more than 60 milliseconds. affecting at least 5 DS1 equivalent network
Systems signals for more than 60 milliseconds.
3.2.2.1.2.2 WDM/DWDM/ Loss of all wavelengths for more than 60 Loss of one or more wavelengths for more than
Optical Amp. milliseconds. 60 milliseconds.

A-50
Appendix A

Table A-3 Network Element Impact Outage Definitions

Product Category
Total Outage Partial Outage
Number Name
3.2.2.1.3 Microwave Loss of all network element service capabilities for Loss of network element service capabilities
more than 60 milliseconds. affecting at least 5 DS1 equivalent network
signals for more than 60 milliseconds.
3.2.2.2 Loop Carrier Loss of all network element service capabilities for • Loss of 3 or more DS1 equivalents for more
more than 60 milliseconds. than 60 milliseconds
• Loss of 72 or more subscriber lines
3.2.4 Digital Subscriber Loss of capability to provide connectivity for all traffic Loss of capability to provide connectivity for16
Line (DSL) for more than 10 seconds or total NE isolation for subscribers for a period longer than 10 seconds
more than 10 seconds
3.3.1 Base Station Total loss of voice and data traffic capability Loss of greater than 10% of the provisioned BSC
Controller (BSC) capacity for origination and/or termination of
and Base Station voice and/or data traffic.
System (BSS)
3.3.2 Base Transceiver Total loss of voice and data traffic capability Not reported
System (BTS)
4.2.1 On Line Critical Complete loss of all FCAPS (Fault Configuration Loss of some FCAPS functionality for more than
Accounting Performance Security) functionality for 30 minutes. Note: partial outage time is not
more than 30 minutes. weighted for this product type.
4.2.2 On Line Non- Complete loss of all FCAPS (Fault Configuration Loss of some FCAPS functionality for more than
Critical Accounting Performance Security) functionality for 30 minutes. Note: partial outage time is not
more than 30 minutes. weighted for this product type.
6.1 Enhanced Loss of all functionality Loss of one or more applications or loss of more
Services than 20% of the end mail boxes in use or loss of
more than 25% of the ports

A-51
Appendix A

4) Equivalency Table A-4 is included for convenience only.

Table A-4 Transmission Standard Designations

and Conversions
Electrical 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 1¼ 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

5) Equivalency Table A-5 is included for convenience only.

Table A-5 Optical and Electrical Equivalency

Optical Electrical Frequency Equivalent
NORTH 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 DS0
OC-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, 129,024
DS0
OC-768 Not available 39,680 Mb Not available
OC-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 Channels
STM-16o (OC-48) STM-16e 2,488.32 Mb 16 E4, 48 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 DS1
Not 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)

TL 9000 Quality Management System Product Category Tables 3.6

A-52
Appendix A

6) Measurement Summary Listing

Table A-6 is a listing of the measurements included in this handbook showing

1) the symbols used in data reporting,
2) the applicability to hardware, software, and/or services (H, S, V), and
3 a reference to the table with data reporting details.
The symbols listed here are also included in Table A-2, Measurement
Applicability Table (Normalized Units), to clarify the general descriptions in
the column headings.

Table A-6 Measurements Summary Listing

Table A-6 Measurements Summary Listing.

Para- Measurement Measur Sub – Applic- Reported Compared or
graph Sub-Measurement ement measur ability Items Research
Symbol ement (H/S/V) (Table) Data
Symbol
5.1 Number of Problem Reports NPR H,S,V 5.1-3,
Formulas: Table 5.1-2 5.1-4,
5.1-5
Critical Problem Reports per Normalization Unit NPR1 H,S compared
Major Problem Reports per Normalization Unit NPR2 H,S compared
Minor Problem Reports per Normalization Unit NPR3 H,S compared
Problem Reports per Normalization Unit NPR4 H,S,V compared
5.2 Problem Report Fix Response Time FRT H,S,V 5.2-3,
Formulas: Table 5.2-2 5.2-4
Major Problem Report Fix Response Time FRT2 H,S compared
Minor Problem Report Fix Response Time FRT3 H,S compared
Problem Report Fix Response Time FRT4 H,S,V compared
5.3 Overdue Problem Report Fix Responsiveness OFR H,S,V 5.3-3,
Formulas: Table 5.3-2 5.3-4
Major Overdue Problem Report Fix OFR2 H,S compared
Responsiveness
Minor Overdue Problem Report Fix OFR3 H,S compared
Responsiveness
Overdue Problem Report Fix Responsiveness OFR4 H,S,V compared
5.4 On-Time Delivery OTD H,S,V 5.4-3
Formulas: Table 5.4-2
On-Time Installed System Delivery OTIS H,S,V compared
On-Time Items Delivery OTI H,S compared
On-Time Service Delivery OTS V compared
6.1 Service Impact Outage SO H,S 6.1-4
Formulas: Table 6.1-2, 6.1-3
Service Impact All Causes System Outage SO1 H,S compared
Frequency
Service Impact All Causes System Downtime SO2 H,S compared
Service Impact Supplier-attributable System SO3 H,S compared
Outage Frequency
Service Impact Supplier-attributable System SO4 H,S compared
Downtime

TL 9000 Quality Management System Product Category Tables 3.6

A-53
Appendix A

Table A-6 Measurements Summary Listing.

Para- Measurement Measur Sub – Applic- Reported Compared or
graph Sub-Measurement ement measur ability Items Research
Symbol ement (H/S/V) (Table) Data
Symbol
6.1 Network Impact Outage SONE H,S 6.1-11
Formulas: Table 6.1-6, 6.1-7
NE Impact Total Outage Frequency – Service NEO1 H,S compared
Provider Attributable
NE Impact Total Outage Downtime – Service NEO2 H,S compared
Provider Attributable
NE Impact Total Outage Frequency – Supplier- NEO3 H,S compared
attributable
NE Impact Total Outage Downtime – Supplier- NEO4 H,S compared
attributable
NE Impact Partial Outage Frequency – Service NEO5 H,S compared
Provider Attributable
NE Impact Partial Outage Downtime – Service NEO6 H,S compared
Provider Attributable
NE Impact Partial Outage Frequency– NEO7 H,S compared
Supplier-attributable
NE Impact Partial Outage Downtime – NEO8 H,S compared
Supplier-attributable
6.1 Common Channel Signaling Outage SOCCS H,S 6.1-12
Formulas – Table 6.1-6, 6.1-8
NE Impact CCS Outage Frequency – Service CCS1 H,S compared
Provider Attributable
NE Impact CCS Outage Downtime – Service CCS2 H,S compared
Provider Attributable
NE Impact CCS Outage Frequency – Supplier CCS3 H,S compared
Attributable
NE Impact CCS Outage Downtime – Supplier CCS4 H,S compared
Attributable
6.1 Network Administration Outage SONA H,S 6.1-13
Formulas – Table 6.1-6, 6.1-9
Impact Network Administration Frequency – NAO1 H,S compared
Service Provider Attributable
NE Impact Network Administration Downtime – NAO2 H,S compared
Service Provider Attributable
NE Impact Network Administration Frequency – NAO3 H,S compared
Supplier Attributable
NE Impact Network Administration Downtime – NAO4 H,S compared
Supplier Attributable
6.2 Engineering or Installation Caused Outage EIO V 6.2-3
Formulas: Table 6.2-2
Engineering Caused Outage Frequency EOF V compared
Installation Caused Outage Frequency IOF V compared

TL 9000 Quality Management System Product Category Tables 3.6

A-54
Appendix A

Table A-6 Measurements Summary Listing.

Para- Measurement Measur Sub – Applic- Reported Compared or
graph Sub-Measurement ement measur ability Items Research
Symbol ement (H/S/V) (Table) Data
Symbol
7.1 Field Replaceable Unit Returns FR H 7.1-3
Formulas: Table 7.1-2
Early Return Index ERI H research for
Product
Categories 1-
6; compared
for Product
Categories 7-9
One-Year Return Rate YRR H research
Long-Term Return Rate LTR H research
Normalized One-Year Return Rate NYR H compared for
Product
Categories 1-
6; research for
Product
Categories 7-9
8.1.4 Software Insertion and Maintenance SWIM S 8.1.4-1
See sections 8.1.5, 8.1.6, 8.1.7, and 8.1.8
8.1.5 Release Application Aborts RAA S 8.1.5-4
Formulas: Table 8.1.5-2
Release Application Aborts – Release N RAA0 S compared
Release Application Aborts – Release N-1 RAA1 S compared
Release Application Aborts – Release N-2 RAA2 S compared
8.1.5 Release Application Problems RAP S 8.1.5-5
Formulas: Table 8.1.5-3
Release Application Problems – Release N RAP0 S compared
Release Application Problems – Release N-1 RAP1 S compared
Release Application Problems – Release N-2 RAP2 S compared
8.1.6 Corrective Patch Quality CPQ S 8.1.6-5
Formulas: Table 8.1.6-2
Defective Corrective Patches - CPQ0 S compared
Release N
Defective Corrective Patches - CPQ1 S compared
Release N-1
Defective Corrective Patches - CPQ2 S compared
Release N-2
8.1.6 Feature Patch Quality FPQ S 8.1.6-6
Formulas: Table 8.1.6-3
Defective Feature Patches – Release N FPQ0 S compared
Defective Feature Patches – Release N-1 FPQ1 S compared
Defective Feature Patches – Release N-2 FPQ2 S compared
8.1.6 Manual Intervention Patches MIP S 8.1.6-7
Formulas: Table 8.1.6-4
Manual Intervention Patches – Release N MIP0 S compared
Manual Intervention Patches – Release N-1 MIP1 S compared
Manual Intervention Patches – Release N-2 MIP2 S compared

TL 9000 Quality Management System Product Category Tables 3.6

A-55
Appendix A

Table A-6 Measurements Summary Listing.

Para- Measurement Measur Sub – Applic- Reported Compared or
graph Sub-Measurement ement measur ability Items Research
Symbol ement (H/S/V) (Table) Data
Symbol
8.1.7 Patch Propagation Delay PPD S 8.1.7-2
Formulas: Table 8.1.7-1
High impact corrective patches delayed for the PPDh0 S compared
month – Release N
High impact corrective patches delayed for the PPDh1 S compared
month – Release N-1
High impact corrective patches delayed for the PPDh2 S compared
month – Release N-2
Medium impact corrective patches delayed for PPDm0 S compared
the month – Release N
Medium impact corrective patches delayed for PPDm1 S compared
the month – Release N-1
Medium impact corrective patches delayed for PPDm2 S compared
the month – Release N-2
Low impact corrective patches delayed for the PPDl0 S compared
month – Release N
Low impact corrective patches delayed for the PPDl1 S compared
month – Release N-1
Low impact corrective patches delayed for the PPDl2 S compared
month – Release N-2
8.1.8 Software Update Quality SWU S 8.1.8-3
Formulas: Table 8.1.8-2
Defective Software Updates – Release N SWU0 S compared
Defective Software Updates – Release N-1 SWU1 S compared
Defective Software Updates – Release N-2 SWU2 S compared
9.1 Service Quality SQ V
Formulas: Table 9.1-3
Conforming Installations/Engineering Audits SQ1 V 9.1-4 compared
Successful Maintenance Visits SQ2 V 9.1-5 compared
Successful Repairs SQ3 V 9.1-6 compared
Conforming Customer Support Service SQ4 V 9.1-7 compared
Resolutions
Conforming Support Service Transactions SQ5 V 9.1-8 research

TL 9000 Quality Management System Product Category Tables 3.6

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