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Telcordia 2012 Generic Requirements (GR) Offers

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SR-6002<br />

<strong>Telcordia</strong> <strong>Generic</strong> <strong>Requirements</strong>: <strong>2012</strong> <strong>Offers</strong> Issue 3, September 2011<br />

2.9 Reliability and Quality<br />

Document Proposed: <strong>GR</strong>-230-CORE, Issue 3 — <strong>Generic</strong> <strong>Requirements</strong> for<br />

Engineering Complaints<br />

Project Manager: David Freides, + 1.732.699.6095<br />

E-mail: dfreides@telcordia.com<br />

Projected Start Date: January <strong>2012</strong> (subject to contracted participation level)<br />

Estimated Completion: April <strong>2012</strong><br />

Est. Project Fee: $15,000 (includes Enterprise License for <strong>GR</strong>-230, Issue 3)<br />

Project Description: An Engineering Complaint (EC) is a mechanism used by customers to<br />

document a problem to the supplier for resolution. An EC is used to report unsatisfactory<br />

conditions or performance of a supplier’s product or services. Resolution of ECs is a<br />

cooperative effort between a customer and a supplier. The purpose of <strong>GR</strong>-230 is to provide the<br />

industry with generic requirements for a supplier and its customers to effectively<br />

communicate about ECs. This includes information about the applicable uses of an EC,<br />

supplier and customer roles and responsibilities, and the forms and reports to be provided.<br />

Suppliers and service providers can reduce their costs associated with ECs by following a<br />

common process that provides information in a consistent format and in an expected time<br />

frame.<br />

The proposed update of <strong>GR</strong>-230 is expected to address several key industry issues, including:<br />

Updating the applicable and non-applicable uses of ECs<br />

Determining when the EC process versus another process should be used to report a<br />

product defect<br />

Investigating requirements for a supplier to send an accepted EC to all its customers<br />

Updating requirements for an EC under emergency conditions<br />

Determining time frames for the EC Monitoring/Investigating phase and the<br />

Implementation and Closure phase<br />

Revising EC Documentation form content<br />

Creating EC Closure Criteria requirements<br />

Revising the Major System List to be consistent with <strong>GR</strong>-209-CORE.<br />

The Value of Participation<br />

Participants will have the opportunity to work with peer EC coordinators and <strong>Telcordia</strong> to<br />

define the industry-recognized EC process requirements. Participants will benefit from<br />

understanding different industry perspectives and the drivers for changes to the requirements.<br />

The changes can improve EC process efficiency, thus resulting in cost savings for suppliers<br />

and service providers.<br />

<strong>Telcordia</strong> Invites Your Participation<br />

To proceed with this project, it is expected that <strong>Telcordia</strong> will need at least three industry<br />

participants. While the project can proceed with fewer participants, deliverables may change<br />

as a result. The participating industry members will be apprised regularly of project status and<br />

any changes in deliverables.<br />

2–28

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