How can you determine that a supplier
is capable of delivering what they promise?
The answer is to specify and choose a TIA Member supplier. ie. a supplier
committed to TIA¹s strict membership rules and proven professional
codes of conduct covering business ethics and technical expertise. Through
this, clients can be assured that their supplier is organisationally and
technically competent and, most importantly, is willing to be publicly
and independently accountable.
The Telecommunications Industry Association (TIA) was formed in 1984 as a result of liberalisation of the telecommunications sector, and as the industry counterpart to the then Regulator OFTEL (now OFCOM). The association is a non-profit making organisation owned by its members who operate in the communications sector. TIA requires all member companies to operate as Œaccountable¹ quality suppliers and to adhere to the Association¹s rigorous rules and codes of conduct. Alan Cobb has been TIA¹s Director General since 1989. Here he talks about the TIA, and how member companies are in a much better position to provide a consistently high level of customer service to customers, in contrast to wide variations that exist outside the membership base.
Choosing the right supplier for communications
solutions
The pressure to meet e-government targets is not just about juggling costs
and technology to get the maximum from your budget. To get the best value
from taxpayers contributions when purchasing highly technical communications
equipment and services for Government other criteria such as consistently
high customer service levels and the Return on Investment (ROI), that
takes account of the initial purchase costs as well as the running and
upgrading costs, through improved business efficiencies are even more
important than negotiating the lowest price. The challenges of delivering
major complex communications solutions require trust between buyer and
supplier. This is particularly critical when government departments enter
into long term public/private partnerships.
Due to the fast changing nature of the communications industry, where technological developments move so fast that today¹s products are often superseded soon after they hit the market, it is essential to ensure communications systems are as future proof as possible. We all recognise that to achieve the right solutions and to minimise the risk of technological change on today¹s decisions requires partnership with an experienced and established supplier with a proven track record and a long term commitment. A supplier and/or partner who actively participates at the heart of the industry where standards are set and new technologies are discussed years before they are deployed, provides an extremely high level of reassurance that emerging technologies, standards, and new regulations, won¹t catch you out.
TIA customer assurance
From the very beginning of the Association a key tenet of TIA membership
has always been customer satisfaction. TIA¹s rules of membership,
its General Code of Business Conduct and the various sector-specific codes
of conduct, are all designed to ensure that member companies operate to
high standards of business ethics and best practice. For example, Clause
17 of the Membership Rules requires members to endeavour to resolve customer
disputes directly. If that is not possible, and the customer contacts
TIA, members must work with TIA to attempt to resolve the problem and,
if that¹s not possible, agree to formal TIA arbitration. The comfort
of dispute resolution and the many other TIA quality assurance factors,
mean that buyers reduce the risk of trouble once the ink has dried on
the contract. Those not complying with the Association¹s various
Codes of Conduct run the risk of being stripped of their membership.
In addition to the basic customer assurance requirements applicable to all members, TIA operates specific registration schemes for Telecommunications Consultancies and Training Providers. Given TIA¹s focus on the supply, installation and maintenance of customer premises¹ communications equipment and systems, the TIA-Q registration scheme provides customers with an even higher level of assurance that registered companies will provide outstanding service, giving purchasers, whether they are Government departments or commercial organisations, the assurance that they are dealing with a highly professional and accountable supplier.
The TIA-Q Scheme
The TIA-Q Scheme is an industry-specific quality assurance registration
scheme created by TIA to assist end-users to identify suppliers and service
providers who actively promote a Œbest practice¹ policy. Operated
by TIA and endorsed by OFTEL (Office of Telecommunications) now OFCOM,
the Department of Trade and Industry (DTI), Communications Managers¹
Association (CMA) and the Telecommunications Users¹ Association (TUA)
and BICSI, the TIA-Q scheme covers two separate business areas: 1) Terminal
Equipment Installation & Maintenance; and 2) Generic Cable System
Installation. TIA-Q registration requires members to demonstrate that
they meet three key elements: Organisational competence; Technical competence
and Accountability.
Both areas require member companies to hold the appropriate ISO 9001:2000 TQAB/TQAS registration, thus demonstrating organisational competence and employ a minimum of either a TIA CTP qualified engineer for terminal equipment installation and maintenance, or a BICSI RCDD qualified design engineer for the installation of network cabling.
TIA SIGs (Sector Interest Groups)
SIGs or Sector Interest Groups are TIA¹s sector-specific work groups
created and attended by members on a voluntary basis. SIGs are grouped
in two main areas: SIG/1 -Terminal Equipment (i.e. voice, data and convergent
systems) and SIG/2 - Communications Infrastructure (i.e. the copper and
fibre-optic structured cabling and wireless infrastructures supporting
the networks). Within the Terminal Equipment area, specific SIGs address
topics such as Convergence, Security & Fraud Prevention, Installation
& Maintenance, and Regulation & Policy. Whereas, the Infrastructure
SIGs cover the cabling infrastructure (and wireless provision) of Commercial
Buildings and Home Networks. TIA SIGS attract a wide range of TIA members,
providing a platform for debate and, where possible, to resolve issues
such as standards, skill requirements and marketing. The guidelines, white
papers and Technical Information Notes (TINs) created from the work of
each SIG are subsequently available to all TIA members and their customers.
In addition to SIGs, TIA also operates several Working Groups (WGs) to address topics that are of general interest across the industry, such as human resources, training and quality assurance. As with SIGs, WG participation is open to all TIA members.
Industry information
The Association prides itself on being a useful access point for business
and market information, including market opportunities, regulatory affairs,
sector-specific technical and operational information, the provision and
interpretation of National and International Standards. Through the support
of our Œlaw-firm¹ members we are also able to provide members
with a legal Œhot-line¹.
Standards
Given the development of European and International technical standards
rather than ŒNational¹ standards as in the past, TIA plays a
key role in ensuring that these standards bodies understand the needs
of the British market and industry. Through BSI, our national ŒNotified-Body¹,
TIA members have an opportunity to shape the development of European and
ISO standards such as BS EN 50174 and ISO 150/IEC/11801 covering the installation
of generic (or structured) cabling systems. Our Œhonourary and friendly¹
membership agreement with our sister association the US TIA and the cabling
group BICSI enables British TIA members to influence the development of
American standards such as the US CAT 6 cabling standard ANSI/TIA/EIA-568-B.
Telecoms Quality Assurance Guides (TQAGs)
In 1996 TIA took over responsibility from Oftel for the ŒQAGs¹
(Quality Assessment Guides) and, with the participation/support of UKAS
and the main Certification Bodies (BSI, NQA, Lloyds, etc.), created the
TQAB (Telecoms Quality Assurance Board) to consider ISO 9000 Quality Assurance
issues for the telecoms sector. TQAB has replaced the QAGs since 1996
with ŒTelecoms Quality Assurance Schedules¹ (TQASs) under ISO
9002 : 1994 in line with market/industry requirements to enable ISO 9002
registration to continue to be sector-focused for telecoms companies.
These TQASs are: TQAS/1 : Telecommunications Equipment Maintenance; TQAS/2
: Telecommunications Equipment Installation and TQAS/3 : Telecommunications
Generic Cabling Systems Installation (i.e. Structured Cabling). TIA members
companies are currently undertaking the changes required to fulfil the
new ISO 9001 : 2000 regime.
Market Research: Through its market research section, TIA provides a wide range of market research support services to member companies. These vary from specific individual (confidential) projects to group or omnibus market projects funded co-operatively by groups of interested member companies.
National & International Business
Development
TIA plays a pivotal role in assisting companies to develop business opportunities,
undertaking a wide range of activities to help develop the business opportunities
for its members. TIA identifies new markets and facilitates new national
and international business contacts, whilst end-user customer enquiries
are regularly channelled to members. Internationally, the Association
works in close partnership with various UK Government departments and
overseas trade associations towards the expansion of British business
worldwide. TIA organises a series of Government grant-supported outward
trade missions, inward buyers¹ missions and the UK pavilions at overseas
exhibitions. Whilst attendance at UK-based telecoms exhibitions and the
hosting of events such as the annual TIA Communications Symposium, provide
members with access to the latest technical issues and an opportunity
to network nationally.
Training
The communications industry is very dynamic and it is important that technical
skill qualifications are both up-to-date and able to address the fact
that skill requirements change. The old style Œonce-in-a-lifetime¹
examination does little in today¹s environment to ensure that the
Œqualified¹ person remains competent as technology and customer
requirements change. We are, therefore, very supportive of, and encourage
members to obtain qualifications, such as the TIA CTP and BICSI RCDD,
which require the individual to maintain his or her level of competence
through a process of continual learning. Chartered Engineers have always
had to attain a certain number of educational credits to maintain their
chartered status, so this is not a new concept.
CTP Programme - new training programme
for the convergence sector
To address the skills, training and qualifications issues arising from
the convergence of voice and data over one network infrastructure instead
of two separate networks, TIA launched the TIA CTP (Convergence Technologies
Professional) qualification programme last year. As a new high level,
vendor-neutral, technical qualification and training programme, CTP has
provided the convergence industry with an international professional convergence
accreditation standard. Suppliers now have a standardised criteria to
screen capable channel partners, and a method of measuring individual
ability, that serves as an international vendor-neutral convergence training
standard. End-user customers now have a baseline measure of convergence
skills, providing criteria for advancement and also allowing portability
of skills within the industry.
TIA member companies operate in the communications sector, which encompasses all aspects of customer premises¹ communications equipment and the network infrastructure behind it, such as copper and fibre optic cabling and wireless technologies. Member companies range from small partnerships and sole traders to multi-national corporations, and include manufacturers, distributors, dealers & resellers, network operators, installers, maintainers, consultants and training providers.
By using TIA member companies who choose to have influence over regulatory policy, competition issues, technical and quality standards, and the adherence to the Association¹s rigorous codes of conduct, customers reap the benefits of having accountable suppliers who are required to meet set standards throughout their entire business processes. This is why TIA membership is increasingly becoming a pre-requisite for companies entering both private and public sector tenders.
Choosing a TIA member supplier provides tangible assurance of quality and accountability. Thus enabling the customers, specifier and communications/IT manager to Œsleep a little more soundly at night¹!
For more information on the work of TIA and and a list of members contact diane.read@tia.org.uk.
|
Telecommunications Industry Association (TIA)
Douglas House
32/34 Simpson Road
Fenny Stratford,
Bletchley
Milton Keynes,
MK1 1BA
t: 01908 645000
f: 01908 632263
email: diane.read@tia.org.uk
www.tia.org.uk