TL 9000 Metrics

TL 9000 Metric Applicability (H/S/V)

• .Number of Problem Reports (NPR) H,S,V

• .Problem Report Fix Response Time (FRT) H,S,V

• .Overdue Problem Report Fix Respon. (OFR) H,S,V

• .On Time Delivery (OTD) H,S,V

• .System Outage Measurement (SO) H,S

• .Return Rates (RR) H

• .Software Update Quality (SWU) S

• .Release Application Aborts (RAA) S

• .Corrective Patch Quality (CPQ) S

• .Feature Patch Quality (FPQ) S

• .Service Quality (SQ) V

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