occurrencewww.tl222666.com

TL9000InformationalAlert1.
OriginatingWorkgroup:2.
AlertNumber:Workgroup:IntegratedGlobalQualityRequirements&MeasurementsContact:DeanHenderson(dhenders@nortelnetworks.
com)03-001A3.
DocumentationAffected:4.
IssueDate:Release3.
5oftheTL9000QualityManagementSystemMeasurementsHandbook09/01/20035.
ReasonforAlert:ClarificationofNPRcountingruleexclusion5.
1.
4c)4)page5-36.
Description:Todrivethecorrectorganizationalbehaviorconcerningoutagesreceived"aftertheiroccurrence",thefollowingruleclarificationisissued:FromSection5.
1.
4c)4)(NPRExclusionRules):"Routinereportsofoutagesreceivedaftertheiroccurrence,suchasServiceFailureAnalysisReports(SFAR).
"Ifthereisanexpectationforinvestigation,correctiveandorpreventiveactions,theseoutagesaretobeincludedintheNPRmeasurement.
7.
Comments:TheabovereferencedcountingruleexclusionforNumberofProblemReports(NPR)mightbeinterpretedinsuchawaythatwouldcausetheorganizationtoexcludeproblemreportsthatshouldbecountedinNPR.
Insomecases,duetothenatureoftheproductortheoutagerecoverybehaviorofthecustomers,certainproblemscanonlybecalledintotheorganizationaftertheiroccurrence.
Manyproducts(typicallythosethatcanimpactserviceincategories1through6)havemechanismsthatallowtheNetworkElementtorecoverfromanoutage,expeditiously,inreal-time,withorwithoutmanualintervention.
Also,insomesituations,customerswillchoosetoresolveoutagesituationsontheirownbeforecallingtheorganization.
Clearly,inthesecases,theNetworkElementwillberecoveredbeforethecustomernotifies/callstherespectiveorganizationoftheproblem.
Whenthissituationoccurstheproblemreportcanonlybereceived"aftertheoccurrence".
Whenthereisanexpectationfromthecustomerthattheorganizationwillbefixingtheproblem,thecountingruleexclusionmayleadtheorganizationnottocounttheproblemreportinquestionorthesubsequentfollow-upreport(seeProblemReportFixResponseTime5.
2.
4b)10)page5-9.
Theintentofthecountingruleexclusionistoexcludeeventsthatarereported,days,weeksorsometimesevenmonths,aftertheoccurrence.
Whenthishappens,theorganizationhaslittleornoinformationtoactupontoresolvetheissue.
Thisdataaretypicallysentinelectronically(e-mail,fax,mail)totheorganizationwithnoexpectationofcorrectiveaction.
Itisthentheresponsibilityfortheorganizationonlytotracktheseeventsaccordinglywithintherespectiveoutagemeasurements(Section6).