TL 9000 is a quality management system designed specifically for the Telecommunications Industry. It is based around ISO 9000 and was developed by the Quality Excellence for Suppliers of Telecommunications (QUEST) Leadership Forum in response to product and service failures within the industry. Representatives from major stakeholders decided that only by defining specific quality needs and by setting clear goal objectives could the Telecommunications industry promote a culture for continuous improvement.

TL 9000 defines the telecommunications quality system requirements for the design, development, production, delivery, installation and maintenance of products and services. Included in TL 9000 are performance and cost-based metrics that measure reliability and quality performance of the products and services.

Success of the scheme is taking place as a result of its adoption throughout the supply-chain.


There are key steps that every company implementing a Quality Management System will need to consider:

Purchase the Standard
Before you can begin preparing for your application, you will require a copy of the standard. You should read this and make yourself familiar with it.

Review support literature and software
There are a wide range of quality publications and software tools designed to help you understand, implement and become registered to a quality management system.

Familiarize yourself with the additional requirements
TL 9000 contains a number of additional requirements to ISO 9000 that are specific to the telecommunications industry.


Assemble a team and agree your strategy
You should begin the entire implementation process by preparing your organizational strategy with top management.

Choose a registrar
The registrar is the 3rd party,  who come and assess the effectiveness of your quality management system, and issue a certificate if it meets the requirements of the standard. Choosing a registrar can be a complex issue as there are so many operating in the market. Factors to consider include industry experience, geographic coverage, price and service level offered. The key is to find the registrar who can best meet your requirements. A great place to start is by contacting us.

Develop a Quality manual
A Quality manual is a high level document that outlines your intention to operate in a quality manner. It outlines why you are in business, what your intentions are, how you are applying the standard and how your business operates.

Develop support documentation
This is typically a procedures manual that supports the Quality manual. Quite simply, it outlines what you do to complete a task. It describes who does what, in what order and to what standard.

Implement your Quality Management System
The key to implementation is communication and training. During the implementation phase everyone operates to the procedures and collects records that demonstrate you are doing what you say you are doing.

Consider a pre-assessment
A pre-assessment normally takes place about 6 weeks into the implementation of the quality system. The purpose of the pre-assessment is to identify areas where you may not be operating to the standard. This allows you to correct any areas of concern you may have before the initial assessment.

Gain registration
You should arrange your initial assessment with your registrar. At this point the registrar will review your management system and determine whether you should be recommended for registration.

Continual assessment
Once you have received registration and been awarded your certificate, you can begin to advertise your success and promote your business. To maintain your registration, all you need to do is continue to use your quality system. This will be periodically checked by your registrar to ensure that your Quality System continues to meet the requirements of the standard.