(QuEST Forum: Plano, TX) -- QuEST Forum unveiled its second report in a series on the state of communications quality at the 2010 Americas Best Practices Conference, Sept. 21–22 in Atlanta. The study, which covered a two-year period from 2008 to 2009, utilized TL 9000 sustained performance data and focused on the “number of problem reports” (NPR) and “fix response time” (FRT) for the “switching” product family.

The highlights of the study are:

• There was significant improvement across the product family in reducing the number of critical and major problem reports over the two-year period. The number of critical problem reports decreased by more than 33 percent, and the industry average for the number of major problem reports improved by just over 32 percent.

• The best-in-class trend for the number of critical problem reports shows that the top performers continued to improve. Three of the six reporting product categories displayed perfect performance or zero critical problem reports reported throughout the two-year period.

• Overall, the industry average for FRT improved from 80 percent to 85 percent. 

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