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Invitation for Participation

GR-230-CORE
Generic Requirements for Engineering Complaints, Issue 3

An Engineering Complaint (EC) is a mechanism used by customers to document a problem to the supplier for resolution. An EC is used to report unsatisfactory conditions or performance of a supplier's product or services. Resolution of ECs is a cooperative effort between a customer and a supplier. The purpose of GR-230 is to provide the industry with generic requirements for a supplier and its customers to effectively communicate about ECs. This includes information about the applicable uses of an EC, supplier and customer roles and responsibilities, and the forms and reports to be provided. Suppliers and service providers can reduce their costs associated with ECs by following a common process that provides information in a consistent format and in an expected time frame.

The Value of Participation

The proposed update of GR-230 is expected to address several key industry issues, including:

• Updating the applicable and non-applicable uses of ECs
• Determining when the EC process versus another process should be used to report a product defect
• Investigating requirements for a supplier to send an accepted EC to all its customers
• Updating requirements for an EC under emergency conditions
• Determining time frames for the EC Monitoring/Investigating phase and the Implementation and Closure phase
• Revising EC Documentation form content
• Creating EC Closure Criteria requirements
• Revising the Major System List to be consistent with GR-209-CORE.

Participants will have the opportunity to work with peer EC coordinators and Telcordia to define the industry- recognized EC process requirements. Participants will benefit from understanding different industry perspectives and the drivers for changes to the requirements. The changes can improve EC process efficiency, thus resulting in cost savings for suppliers and service providers.

Telcordia Invites Your Participation

Pursuant to provisions of the Telecommunications Act of 1996, related to the development of industry-wide generic requirements, Telcordia invites all interested parties to participate in this GR project. If your company is interested in participating in this activity, please contact Telcordia. An Enterprise License is included in the participation fee for this GR project.

To proceed with this project, it is expected that Telcordia will need at least 3 three industry participants (and there must be at least one service provider participant). While the project can proceed with fewer participants, deliverables may change as a result. The participating industry members will be apprised regularly of project status and any changes in deliverables.