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TL 9000Àº Á¤º¸Åë½Å¾÷°èÀÇ Ç°Áú½Ã½ºÅÛ ±Ô°ÝÀ¸·Î QuEST Forum ¿¡¼­ Á¦Á¤ÇÑ Ç°Áú½Ã½ºÅÛ¿¡ ´ëÇÑ ±Ô°ÝÀÌ´Ù.
QuEST ForumÀº Quality Excellence for Suppliers of Telecommunications ForumÀÇ ¾à¾î·Î¼­1996³â Bell Atlantic, BellSouth, Pacific Bell ¹× Southwestern BellÀÌ ¹ß±âÀÎÀÌ µÇ¾î â¼³ÇÑ Á¤º¸Åë½Å¾÷üµéÀÇ ¸ðÀÓÀÌ´Ù.
Åë½Å»ê¾÷ÀÇ °Å´ëÈ­ ¹× ±¹Á¦È­·Î ¸»¹Ì¾Ï¾Æ Åë½Å¼­ºñ½º Á¦°øÀÚ(service providers) ¹× Åë½Å±â±â °ø±ÞÀÚ ¹× Åë½Å±â±â °ø±ÞÀÚµé °£ÀÇ °øµ¿ÀÇ Ç°Áú±Ô°Ý¿¡ ´ëÇÑ Çʿ伺ÀÌ Á¦±â µÇ¾ú´Ù.
 
°®°¡Áö Ç¥Áؼ­µé(standards)°ú Áߺ¹µÈ °¨»ç ÇàÀ§·Î ¸»¹Ì¾Ï¾Æ Ç°Áúºñ¿ëÀÌ Áõ´ëµÇ°í È¥¶õÀÌ °¡ÁßµÇ¾î ¹ü ¼¼°èÀû ¿µ¾÷È°µ¿ ºñ¿ëÀÌ ±Þ¼ÓÈ÷ »ó½ÂÇÏ°í ÀÖ¾ú´Ù.
Àü ¼¼°è Åë½Å»ê¾÷ÀÇ ¿¬°£ ±¸¸Å¾×Àº 1250¾ïºÒ ÀÌ»óÀ̸ç Ç°Áúºñ¿ëÀº 100¾ï¿¡¼­ 150¾ïºÒ·Î ÃßÁ¤µÇ°í ÀÖ´Ù. ÀÌ¿¡ µû¶ó 1996³â Bell Atlantic, Belt South Pacific Bell °ú Southwestern BellÀº Åë½Å¼­ºñ½ºÀÇ ÁúÀ» Çâ»ó½ÃÅ°°í Ç°Áúºñ¿ëÀ» Àý°¨Çϱâ À§ÇØ »õ·Î¿î Ç°Áú±Ô°ÝÀ» ¼³Á¤ÇÏ°íÀÚ ½ÃµµÇÏ¿´´Ù.
±× ¸ñÇ¥´Â Àü ¼¼°èÀû À¸·Î Åë½Å»ê¾÷¿¡ Àû¿ëµÉ ¼ö ÀÖ´Â ´ÜÀÏÀÇ Ç°Áú½Ã½ºÅÛ ¿ä±¸»çÇ×À» Á¦Á¤ÇÏ´Â °ÍÀÌ´Ù.
 
±× °á°ú QuEST(The Quality Excellence for Suppliers of Telecommunication Leadership Forum)Æ÷·³ÀÌ Ã¢¼³µÇ¾ú´Ù. ÀÌ Æ÷·³¿¡´Â 40 ¿© Åë½Å¼­ºñ½º¾÷ü, H/W ¹× S/W °ø±Þ¾÷ü(ÀÌÇÏ ±â±â°ø±ÞÀÚ)µéÀÌ Âü¿©ÇÏ¿© TL 9000À¸·Î ¾Ë·ÁÁø Ç°Áú½Ã½ºÅÛ ¿ä±¸»çÇ×À» Á¦Á¤ÇÏ¿´´Ù.
ÇöÀç AT&T¸¦ ºñ·ÔÇÑ 13°³ Åë½Å¼­ºñ½º Á¦°øÀÚ¿Í Lucent Technology, Motorola¸¦ ºñ·ÔÇÑ 68°³ °ø±Þ¾÷ü¸¦ Æ÷ÇÔÇÏ¿© ÃÑ 111°³ Åë½Å°ü·Ã ¾÷üµéÀÌ Âü¿©ÇÏ°í ÀÖ´Ù.
QuEST ForumÀº Åë½Å»ê¾÷ÀÇ ¼­ºñ½º Á¦°øÀÚ¿Í ±â±â °ø±ÞÀÚµé °£ÀÇ Çù·Â°ú ´ëÈ­ÀÇ ÀåÀÌ µÇ¾úÀ¸¸ç, ÁÖ¿ä È°µ¿ ¸ñÇ¥·Î´Â °¢±â ´Ù¸¥ ¿ä±¸»çÇ×°ú ±Ô°Ý¼­µé °£ÀÇ ÀÏü¼º À» Ãß±¸Çϸç À̸¦ ¼¼°èÀûÀ¸·Î È®»ê½ÃÅ°´Âµ¥ ÀÖ´Ù.
QuEST´Â Ç°Áú°æ¿µ°ú Ç°Áúº¸ÁõÀ» ´Ù·ç´Â ISO±â¼úÀ§¿øȸ 176(ISO TC 176)¿¡ ¿¬¶ô»ç¹«¼Ò(liaison Office)¸¦ °³¼³ÇÏ¿´°í ƯÈ÷ ±× ȸ¿øµéÀº ISO 9000 ±Ô°Ý¼­¸¦ Á¦Á¤ÇÏ´Â TC176ÀÇ Á¦ 2ºÐ°ú À§¿øȸ(Subcommitee 2)¿¡¼­ Åë½Å»ê¾÷À» ´ëÇ¥ÇÏ°í ÀÖ´Ù.
ÇöÀç´Â ¹Ì±¹, À¯·´µî ¼¼°è °¢±¹ÀÇ ÁÖ¿ä Åë½Å¼­ºñ½º Á¦°øÀÚ ¹× °ø±ÞÀÚ ±×¸®°í Ç°Áú½Ã½ºÅÛ ±Ô°Ý¿î¿ë°ú °ü·ÃÇÑ ÁÖ¿ä ÀÌÇØ ´ç»çÀÚµé (±¹°¡ ÀÎÁ¤±â°ü, ÀÎÁõ±â°ü Æ÷ÇÔ)ÀÌ QuEST ForumÀÇ È¸¿øÀ¸·Î °¡ÀԵǾî ÀÖ´Ù.
 
´Ù¸¥ ±âÁØ »ê¾÷ Ç¥ÁØ°ú TL 9000 Ç°Áú½Ã½ºÅÛ ¿ä°Ç ÇÚµåºÏÀÌ ´Ù¸¥ °ÍÀ¸·Î Á¦Ç° ¹× ¼­ºñ½ºÀÇ ½Å·Úµµ¿Í ¼º°úÃøÁ¤¿¡ »ç¿ëµÇ´Â ¼º°ú¿Í ¼Ò¿äºñ¿ë¿¡ ±Ù°ÅÇÑ ÃøÁ¤±âÁØ (Metrics)ÀÌ Æ÷ÇԵǾî ÀÖ´Ù´Â °ÍÀÌ´Ù.
¶ÇÇÑ, TL 9000ÇÚµåºÏÀº ISO 9000 : 1994 ³â ÆÇ°ú ISO 9000:2000³â ÆÇ°£ÀÇ Â÷À̸¦ Á¼È÷´Â °ÍÀ¸·Î °í°´¸¸Á· ¹®Á¦¸¦ ´Ù·ç´Â Ãß°¡ÀûÀÎ ¿ä°ÇÀ» Æ÷ÇÔÇÏ°í ÀÖ´Ù. À̵é Ãß°¡ÀûÀÎ ¿ä°ÇÀÇ ±Ù°Å´Â Malcolm Baldrige¿¡ ÀÇÇÑ ±âÁØÀÌ´Ù.
±× ¿ä°ÇµéÀº Çϵå¿þ¾î, ¼ÒÇÁÆ®¿þ¾î ¹× ¼­ºñ½ºÀÇ 3°¡Áö ºÎ¹®À¸·Î ÁöÁ¤µÇ¾î ÀÖ½À´Ï´Ù.
ÀÌµé ºÎ¹®µéÀº ÇϳªÀÇ ¾î¶² ƯÁ¤ÇÑ ºÎ¹® ¶Ç´Â ºÎ¹®°£ÀÇ °áÇÕÀ¸·Î ÀÎÁõÀÌ µÇ´Â °á°ú°¡ µÉ °ÍÀÌ´Ù.
 
TL 9000Ç°Áú½Ã½ºÅÛ ¿ä°Ç ÇÚµåºÏÀº 4°³ÀÇ ÃþÀ¸·Î ±¸¼ºµÇ¾î ÀÖ´Ù.
¤ýù¹ø° Ãþ - ISO 9000 + 21¹ø°
¤ýµÎ¹ø° Ãþ - Çϵå¿þ¾î, ¼ÒÇÁÆ®¿þ¾î ±×¸®°í ¼­ºñ½ºÀÇ ¸ðµç ºÐ¾ß¿¡ ´ëÇÏ¿© µ¿µîÇÏ°Ô Àû¿ëµÉ °øÅëÀûÀÎ Åë½Å»ê¾÷
.....................¿ä°Ç
¤ý¼¼¹ø° Ãþ - Çϵå¿þ¾î, ¼ÒÇÁÆ®¿þ¾î ±×¸®°í ¼­ºñ½º¿¡ ´ëÇÑ Æ¯Á¤ÇÑ ¿ä°Ç
¤ý³×¹ø° Ãþ - ÃøÁ¤±âÁØ(Metrics)-Çϵå¿þ¾î, ¼ÒÇÁÆ®¿þ¾î ¶Ç´Â ¼­ºñ½º °øÁ¤ ¹× Á¦Ç°¿¡ »ç¿ëµÉ ÃøÁ¤µµ±¸, ¿ä°Ç°ú
.....................°ü·ÃµÈ °á°ú¸¦ ÃøÁ¤ÇÏ´Â µ¥ »ç¿ëµÊ
 
TL 9000ÀÇ ¹è°æÀ» Á¤¸®ÇÏ¸é ´ÙÀ½°ú °°´Ù.
¤ý´Ù¾çÇÑ ¾÷°èÀÇ ¿ä±¸»çÇ× ÅëÇÕ
¤ý´Ù¾çÇÑ ¿ä±¸»çÇ× ¹× ½É»ç·Î ÀÎÇÑ ¹®Á¦ÀÇ °¨¼Ò (ºñ¿ë, °í°´ ¿ä±¸»çÇ×À» °ø±ÞÀÚ¿¡°Ô ¸ð¼øµÇ°ÔÀû¿ë)
¤ýÁ¤ÀÇµÈ ¼º°úÁöÇ¥¸¦ ÅëÇØ °ø±ÞÀÚ ¼º°úÀÚ·áÀÇ º¸°í ¹× ÀÌ¿ëÀ» Ç¥ÁØÈ­
¤ý°í°´-°ø±ÞÀÚ°£ °ü°èÀÇ ÁõÁø
 

TL 9000 ±Ô°ÝÀº Book 1°ú Book 2·Î ±¸¼ºµÇ¾î ÀÖÀ¸¸ç, Book 1Àº Ç°Áúº¸Áõ½Ã½ºÅÛ¿¡ ´ëÇÑ ¿ä±¸»çÇ×À¸·Î ISO 9001¿ä±¸»çÇ×°ú Á¤º¸Åë½Å¾÷°èÀÇ ¿ä±¸»çÇ×À» Æ÷ÇÔÇÏ°í ÀÖÀ¸¸ç, Book 2´Â ¼º°úÃøÁ¤À» À§ÇÑ ¿ä±¸»çÇ×À¸·Î °¢ Á¦Ç°Æ¯¼º¿¡ µû¸¥ ¼º°úÁöÇ¥ ÃøÁ¤¹æ¹ý. °è»ê¹æ¹ý ¹× º¸°í¹æ¹ýÀ» ±â¼úÇÏ°í ÀÖ´Ù.

 
1] BOOK ONE : TL9000 Quality System Requirements
ISO 9001 (1994) ¿ä±¸»çÇ× ¹× Ãß°¡¿ä±¸»çÇ×À» Æ÷ÇÔÇÏ¿© 83°³ ¿ä±¸Á¶Ç×À¸·Î ±¸¼ºµÇ¾î ÀÖÀ¸¸ç, °øÅë(Hardware/Software, Hardware/Service), Hardware/Software Hardware/Service, Software/ Service, Hardware, Software, Service º°·Î ¿ä±¸ Á¶Ç×ÀÌ ±¸ºÐµÇ¾î ÀÖÀ½.
 
1. Section 1 : Instruction (¼Ò°³)
TL 9000ÀÇ ¸ñÀû, ½ÇÇà½ÃÀÇ ÀÌÁ¡, ISO 9000°úÀÇ ºñ±³, °í°´-°ø±ÞÀÚ°£ ÀÇ»ç¼ÒÅëµî ¼Ò°³
2. Section 2 : Structure (±¸Á¶)
ISO 9000, Common TL 9000 Requirements, H (Hardware), S (Software), V (Service)ÀÇ Æ¯Á¤ Ç°Áú½Ã½ºÅÛ ¿ä±¸»çÇ×
Common TL 9000 Metrics, H,S,VÀÇ Æ¯Á¤ Ç°ÁúÁö¼ö
3. Section 3 : TL 9000 Administration
µî·Ï Options : TL 9000 Book One ÀÇ ¿ä±¸»çÇ×À» ÃæÁ·ÇÏ°í, Book Two¿¡¼­ ¿ä±¸µÇ´Â Á¦Ç°ÀÇ ¹üÁÖ¿¡ µû¶ó ¼º°úÁöÇ¥ ÀڷḦ Forum °ü¸®ÀÚ¿¡°Ô º¸°íÇØ¾ß Çϸç, ´©¶ô»çÇ׿¡ ´ëÇÏ¿©´Â ÇÕ´çÇÑ ÀÌÀ¯°¡ ÀÖ°í, ÀÎÁõ±â°ü°ú »óÈ£ÇùÀÇ°¡ ÀÖ¾î¾ß ÇÑ´Ù.
µî·ÏÀ» Èñ¸ÁÇÏ´Â °í°´/°ø±ÞÀÚ´Â Forum °ü¸®ÀڷκÎÅÍ °íÀ¯ÀÇ ID¸¦ ºÎ¿© ¹Þ¾Æ, Metrics °ü¸®ÀÚ(UTD) ¿¡°Ô ÀڷḦ º¸°íÅä·Ï ÇÔÀ¸·Î½á ÀÚ·áÀÇ ±â¹ÐÀ» À¯ÁöÅä·Ï ÇÑ´Ù. ±âŸ ÀÌÇàÀýÂ÷, °øÇ¥, ÀÎÁõ/ÀÎÁ¤±â±¸ÀÇ ¿ªÇÒ, ±³À°ÈÆ·Ã µî
4. Section 4 : Quality System Requirements
°øÅë¿ä±¸(H/S/V) Ç׸ñ : Ç°Áú¸ñÇ¥, ¶óÀÌÇÁ »çÀÌŬ ¸ðµ¨, ¿ä±¸»çÇ× ÃßÀû¼º, ¶óÀÌÇÁ »çÀÌŬ Á¾·á°èȹ, °æÇâºÐ¼®, Á¤Àü±â ¹æÁö, ±³À°ÈÆ·Ã, °ø±ÞÀÚ Áö¿ø ÇÁ·Î±×·¥, Ç°Áú°³¼± ÇÁ·Î±×·¥, °ø±ÞÀÚ ¼º´É Çǵå¹é, °í°´-°ø±ÞÀÚ ÀÇ»ç¼ÒÅë, °í°´¸¸Á·
¤ýHardware/Software Ãß°¡¿ä±¸ Ç׸ñ : Çü»ó(Configuration) °ü¸®°èȹ, Á¦Ç°½Äº°, ±ä±Þ ¼­ºñ½º, ¼³Ä¡°èȹ
¤ýHardware/Service Ãß°¡¿ä±¸ Ç׸ñ : ¿î¿µ(Operational) º¯°æ,ÀÛ¾÷ÀÚ Àڰݺο©, ¼÷·Ãµµ ¸ñ·Ï, °Ë»ç ¹× ½ÃÇè
¤ýHardware Ãß°¡¿ä±¸ Ç׸ñ : ÁÖ±âÀûÀÎ Àç½ÃÇè, Á¦Ç°È¸¼öÀÇ ÃßÀû¼º, ÇöÀå ¼º´É½ÃÇè
¤ýSoftware Ãß°¡¿ä±¸ Ç׸ñ : Áö¿ø ¼ÒÇÁÆ®¿þ¾î ¹× µµ±¸°ü¸®, ¼ÒÇÁÆ®¿þ¾î ¹ÙÀÌ·¯½º º¸È£, ÅëÇÕ/ÀÌÇà°èȹ, º¹Á¦ ¹×
;.......................................¹èÆ÷°ü¸®, ÆÐÄ¡ ÀýÂ÷ ¹× ¹®¼­È­, ¼ÒÇÁÆ®¿þ¾î ½Äº°
¤ýService Ãß°¡¿ä±¸ Ç׸ñ : ¼­ºñ½º ¼³°èÃâ·Â, µµ±¸º¯°æ, ¼­ºñ½º Àεµ¿ë ¼ÒÇÁÆ®¿þ¾î, ¼­ºñ½º Àεµ°èȹ, ¼­ºñ½º
......................................¼º°ú ÀÚ·á
5. Appendix A : TL 9000 ÀÎÁ¤±â±¸¿¡ ´ëÇÑ ¿ä±¸»çÇ×
6. Appendix B : TL 9000 ÀÎÁõÁ¶Á÷¿¡ ´ëÇÑ Code of Practice
7. Appendix C : µî·ÏÀýÂ÷
8. Appendix D :
ÀÌÇàÀýÂ÷ ¹× ½É»çÀϼö ISO 9000/QS 9000 µîÀÇ ±â ÀÎÁõµÈ ±â¾÷ÀÇ TL 9000 ÀÎÁõÀ» À§ÇÑ Ãß°¡ ÃÖ¼Ò ½É»çÀϼö
9. Appendix E : TL 9000 ÀÎÁõÀ¯Áö¸¦ À§ÇÑ ´ëü¹æ¹ý
ºÒÇÊ¿äÇÑ ½É»çÁߺ¹À» ÇÇÇϱâ À§ÇÏ¿©, TL 9000 ÀÎÁõȹµæ ÈÄ 3³â ÈÄ¿¡ ÀÎÁõ±â°ü¿¡¼­ ³»ºÎ°¨»ç
½Ã½ºÅÛÀÇ À¯È¿¼º, Ç°Áú¸ñÇ¥ °³¼± µîÀÇ »çÇ×À» ÆÇ´ÜÇÏ¿©, ÀÎÁõ±â¾÷ÀÇ ³»ºÎ°¨»ç·Î½á »çÈÄ°ü¸® ½É »çÀÇ ´ëü°¡ °¡´É.
10. Appendix F : °í°´-°ø±ÞÀÚ°£ ÀÇ»ç¼ÒÅë¿¡ ´ëÇÑ Guidance
11. ¿ë¾î Á¤ÀÇ
 
2] BOOK TWO : TL9000 Quality System Metrics
¼º°úÁöÇ¥ º¸°í¹æ¹ý ¹× ¼º°úÁöÇ¥ °è»ê°ø½ÄÀ» Æ÷ÇÔÇÏ¿© 12°³ÀÇ ¼º°úÁöÇ¥·Î ±¸¼ºµÇ¾î ÀÖÀ¸¸ç, °øÅë(Hardware/Software/Service), Hardware/Software Hardware/Service, Software/Service, Hardware, Software, Service º°·Î ¿ä±¸µÇ´Â ¼º°úÁöÇ¥(Metrics)°¡ ±¸ºÐµÇ¾î ÀÖÀ½
 
1. Section 1 : Introduction (¼Ò°³)
Book oneÀÇ ¼Ò°³ºÎºÐ°ú Áߺ¹
2. Section 2 : Structure
Book oneÀÇ ±¸Á¶¿Í Áߺ¹, Metrics (¼º°úÁöÇ¥) º¸°í ¹× ÀÚ·áÀÇ È帧
3. Section 3 : Metrics »ç¿ë ¹× Ã¥ÀÓ
Metrics »ç¿ë¿øÄ¢, º¸°í ¹× Ã¥ÀÓ(Forum Administrator, Metrics Administrator, °ø±ÞÀÚ, °í°´, ÀÎÁõ±â°ü, QuEST Forum)
4. Section 4 : Metrics ¿ä±¸»çÇ× ÀϹÝ
Metrics º¸°í ¿ä±¸»çÇ×, º¸°í ÁÖ±â ¹× ¹æ¹ý µî
5. Section 5 : Common Metrics
¤ý¹®Á¦Á¡ º¸°í¼­ °Ç¼ö(NPR : Number of Problem Reports)
¤ý¹®Á¦Á¡ º¸°í¼­ ÇØ°á ´ëÀÀ½Ã°£(FRT : Problem Report Fix Response Time)
¤ýÇØ°á´ëÀÀ ¾à¼Ó ±âÀÏ Áö¿¬(OFR : Overdue Problem Report Fix Responsiveness)
¤ý½Ã½ºÅÛ ÀÛµ¿ºÒ´É(SO : System Outage)
¤ýÀû±âÀεµ(OTD : On Time Delivery)
6. Section 6 : Hardware Metrics
Ãּҳ⵵ ¹Ý¼ÛÀ²(FYR : First Year Return Rate)
Àå±â ¹Ý¼ÛÀ²(LTR : Long-Term Return Rate)
7. Section 7 : Software Metrics
¼ÒÇÁÆ®¿þ¾î ¾÷µ¥ÀÌÆ® Ç°Áú(SWU : Software Update Quality)
¹èÆ÷Àû¿ë ½ÇÆÐÀ²(RAA : Release Application Absorts)
½ÃÁ¤ ÆÐÄ¡ Ç°Áú(CPQ : Corrective Patch Quality)
±â´É ÆÐÄ¡ Ç°Áú(FPQ : Feature Patch Quality)
8. Section 8 : Service Metrics
¼­ºñ½º Ç°Áú (SQ : Service Quality)
(¼³Ä¡½ÃÇè ºÎÀûÇÕ °Ç¼ö, À¯Áöº¸¼ö ¹æ¹®/ÄÝ ¹é °Ç¼ö, °áÇÔ º¸Áõ¼ö¸® °Ç¼ö, Call Center ÇØ°á°Ç¼ö, Áö¿ø ¼­ºñ½ºÀÇ
°áÇ԰Ǽö)
9. Appendix B : TL 9000 °í°´¸¸Á· Metrics Guidance
10. Glossary (¿ë¾îÁ¤ÀÇ)
11. Bibliography
 
QuEST Æ÷·³ Âü°¡ÀÚµéÀº ISO 9000±Ô°ÝÀÌ ÀϹÝÀûÀ¸·Î Ÿ´ç¼ºÀº ÀÖÀ¸³ª Åë½Å»ê¾÷ÀÇ Æ¯¼ºÀ» ÃæºÐÈ÷ °í·ÁÇϱ⿡´Â ¹ÌÈíÇÏ´Ù´Â °á·ÐÀ» ³»·È´Ù. µû¶ó¼­ ISO 9000(ƯÈ÷ ISO 9001)À» ±×´ë·Î È°¿ëÇϸ鼭 À̸¦ º¸¿ÏÇÏ´Â Â÷¿ø¿¡¼­ Åë½Å»ê¾÷ÀÇ ´ÙÀ½°ú °°Àº ¿ä±¸»çÇ×À» Ãß°¡Çϱâ·Î ÇÏ¿´´Ù.
- ISO 90001ÀÇ Á¦¹Ý ¿ä±¸»çÇ×À» °ËÅäÇÑ ÈÄ ´ÙÀ½ÀÇ ºÐ¾ß¿¡ ´ëÇÑ »çÇ×ÀÌ º¸¿ÏµÇ¾î¾ß ÇÒ Çʿ伺ÀÌ Á¦½ÃµÇ¾ú´Ù.
...1. ½Å·Úµµ¿Í °ü·Ã ºñ¿ë
...2. s/w°³¹ß°ú life-cycle °æ¿µ
...3. ¼³Ä¡(installation)³ª ¿£Áö´Ï¾î¸µ(engineering)°ú °°Àº ƯÁ¤¼­ºñ½º ±â´É¿¡ ´ëÇÑ »çÇ×
...4. Åë½Å¼­ºñ½º Á¦°øÀÚ¿Í ±â±â °ø±ÞÀÚ°£ÀÇ µ¶Æ¯ÇÑ °ü°èÀÇ Áö¼Ó°ú Ãß°¡ °³¹ßÀ» º¸ÁõÇϱâ À§ÇÑ »çÇ×
 
- ½ÇÀû°ú ºñ¿ë(performance and cost)¿¡ ±Ù°ÅÇÑ ¸ÞÆ®¸¯½º(metrics) Á¦¾È ¸ÞÆ®¸¯½º¿¡ ´ëÇÑ ¿ä±¸»çÇ×Àº TL 9000ÀÇ °¡Àå µ¶Æ¯ÇÑ »çÇ×ÀÌ´Ù. ÀÌ ¸ÞÆ®¸¯½º¸¦ ÀÌ¿ëÇϸé,
...1. »õ·Î¿î Ç°Áú ½Ã½ºÅÛÀ» Àû¿ëÇÔÀ¸·Î½á ¾ò¾îÁö´Â ÀÌÀÍÀ» Á¤·®È­ ÇÒ ¼ö ÀÖÀ¸¸ç,
...2. Ç°Áú°³¼±ÀÌ ÀÌ·ç¾îÁö´Â Á¤µµ¸¦ Æò°¡ÇÒ ¼ö ÀÖ°Ô µÇ¸ç,
...3. °æÁ¦Àû È¿°ú°¡ °¡Àå Å« Ç°Áú°³¼± ºÐ¾ß¸¦ ÆľÇÇÒ ¼ö ÀÖ°Ô µÇ¸ç,
...4. »ê¾÷³»¿¡¼­ÀÇ °æÀïÀû À§Ä¡¸¦ ¾Ë ¼ö ÀÖ°Ô µÈ´Ù.
...5. ÀÌ ¸ÞÆ®¸¯½º¸¦ ÅëÇØ Ç°ÁúÈ°µ¿À» °æ¿µÈ°µ¿°ú ¿¬°è½Ãų ¼ö ÀÖ°Ô µÇ¸ç,
...6. ȸ»çÀÇ °æ¿µÃþÀº Ç°Áú°æ¿µ½Ã½ºÅÛ¿¡ ´ëÇÑ ÀÌÇØ ¹× Áö¿øÀ» Àü·«ÀûÀ¸·Î Ãß±¸ÇÒ ¼ö ÀÖ°Ô µÈ´Ù.
 
- ¸ÞÆ®¸¯½º ¼öÄ¡º¸°í(reporting)
...1. ¸ÞÆ®¸¯½º¿¡ ´ëÇÑ Åë°è¼öÄ¡¸¦ Á¦°øÇÔÀ¸·Î½á ±â±â °ø±ÞÀÚµéÀº ±×µéÀÌ Åë½Å»ê¾÷ ³»¿¡ óÇÑ À§Ä¡¸¦ ¾Ë°Ô µÇ¸ç,
...2. ¼­ºñ½º °ø±ÞÀÚµéÀº ±â±â °ø±ÞÀÚµéÀÇ Ç°Áú³ë·ÂÀÌ ¾î¶°ÇÑ °÷¿¡ ÁýÁߵǴÂÁö¸¦ ÆľÇÇÒ ¼ö ÀÖ°Ô µÈ´Ù.

...3. ÀÌ·¯ÇÑ º¸°íµÈ ¼öÄ¡ °ªÀ» ¹ÙÅÁÀ¸·Î ¼­ºñ½º Á¦°øÀÚ¿Í ±â±â°ø±ÞÀÚ°£¿¡ °øµ¿À¸·Î ¹®Á¦¸¦ ÇØ°áÇÏ´Â ³ë·ÂÀ» Áõ
......Áø½ÃÄÑ ¹®Á¦¸¦ Á» ´õ »¡¸® ÆľÇÇÏ°í ÇØ°áÃ¥À» ã´Âµ¥ °øµ¿ º¸Á¶¸¦ ÃëÇÒ ¼ö ÀÖµµ·Ï ÇÏ¿´´Ù.

 
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