隨著新科技、新規格及新標準出現，21世紀於通訊產業有很大的進步。資訊科技跟隨著新產品的研發而變遷快速。不啻一般人難以懂得通訊科技，專家也無法掌握全貌。因為TL 9000品質系統的產生，使得企業有捷徑方法得以控制整個供應鏈的品質。 TL 9000是以客戶目標、持續改善、預防缺失、產品生命週期為導向，並結合了衡量指標。
本研究係利用因素分析、集群分析及線性結構關聯模式等統計手法進行問卷分析，並進一步根據統計分析分析的結果提出結論及改善建議。藉由比較TL 9000認證的台灣通訊廠商在動機、經驗及利益構面差異，進而提供對於正在申請或維持TL 9000認證的廠商做為參考。

With the emergence of new technology, new specifications and new standards, the twenty-first century has made great leaps forward in the telecommunications industry. Information technology changes rapidly as new products are developed. Not only do ordinary people have difficulty in handling telecommunications technology, but even specialists cannot fully grasp its prospect. With the emergence of the TL 9000 quality system in the telecommunications industry, business owners are provided a short cut in controlling the whole quality system of the industry. Although telecommunication products still have great room for improvement, this does not mean that each business owner commands large room for profit. TL 9000 is focused on customer-oriented management, continuous improvement, prevention of defects, the product life cycle model, and integration with the measurement index.
Survey data has been analyzed using the multivariate statistical methods and techniques including factor analysis, cluster analysis, and the Kruskal-Wallis test among others. Several conclusions and suggestions are made based on statistical analysis results. By applying this comparative study to motivation, experience, and benefits of TL 9000 implementation for different telecommunication industries in Taiwan, hopefully, this study can provide a useful reference for enterprises, which are undergoing the process of seeking or maintaining TL9000 certification in the near future.

Abbott, L. (1955). Quality and competition: An essay in economic theory. New York: Columbia University Press.
Aycock, D. G., Drouin, J.-N., & Yohe, T. F. (1999). TL 9000 performance metrics to drive improvement. Quality progress, 32(7), 41-45.
Ayers, D. (2006). Multiple dimensions of TL 9000 benefits. Paper presented at the Annual Conference, Scottsdale, AZ, USA. Retrieved Feb 22, 2011, from http://portal.questforum.org/questVer2/MoreInfo.do;jsessionid=7B735353F974A429D52274983664CA65?moreinformation=showMoreInformation&confPaperId=373
Broh, R. A. (1982). Managing quality for higher profits. . New York: McGraw-Hill.
Casadesus, M., & Gimenez, G. (2000). The benefits of the implementation of the ISO 9000 standard: Empirical research in 288 Spanish companies. The TQM Magazine, 12, 432-441.
Chen, M.-H. (2002). A comparative study on an international survey of ISO 9000 and ISO 14000 certification. National Cheng Kung University, Tainan.
Clancy, B. (2004). Can TL 9000 contribute to Telecomm's turnaround? Quality Progress, 37, 38-42.
Clancy, R. C. (2005). Providing value by effective TL 9000 implementation. Paper presented at the Best Practices Conference, San Jose, CA, USA.
Clancy, S. (2008). Winning quality strategies for diverse supplier. Unpublished White Paper. Bizphyx.
Corbett, C. J., Luca, A. M., & Pan, J.-N. (2003). Global perspectives on global standards: A 15-economy survey of ISO 9000 and ISO 14000. ISO Management Systems, 27-35.
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16, 297-334.
Cuieford, J. P. (1965). Fundamental statistics in psychology and education (4 ed.). New York: Mcgraw-Hill.
Daniel, W. W. (2000). Applied nonparametric statistics (2nd ed.). Boston: Cengage Learning.
DeVellis, D. R. F. (1991). Scale development theory and applications. London: SAGE.
Ding, S.-C. (2001). TL 9000 - An empirical study on critical success factors. Tainan: National Cheng Kung University.
Dowell, G. S. (2005). Verizon experience with TL 9000
Paper presented at the 2005 QuEST Forum Chairman Asia-Pacific Regional Conference.
Dunn, O. J. (1964). Multiple comparison using rank sums. Technometrics, 6(3), 241-p252.
Edwards, C. D. (1968). The meaning of quality. Quality Progress, p.37.
Forum, Q. (2007). TL 9000 and TS16949 comparison. Retrieved Feb 19, 2010 from http://www.tl9000.org/about/tl9000/documents/TL_9000_and_TS16949_Comparison.pdf.
Forum, Q. (2009). TL 9000 quality management system measurement handbook release 5.0. Unknown city: Quest Forum.
Garvin, D. A. (1984). What does product quality really mean? MIT Sloan Management Review, 26(1), 25-43.
Gilmore, H. L. (1974). Product conformance cost. Quality Progress, 7(5), p.16.
Hair, J. F. (2006). Multivariate data analysis (6th ed.). New Jersey: Prentice Hall.
Huang, S.-H. (2002). An empirical study on motivation for and experience with ISO 9000 and ISO 14000 certification in Taiwan. Journal of Quality, 9, 1-30.
Hutchison, E., & Liebesman, S. (1998). Telecom industry forum working toward TL 9000, an ISO 9000-based standard. Quality progress, 32(7), 77-85.
Hutchison, E. E. (2001). The road to TL 9000:From the bell breakup to today. Quality Process, p.33,p.35.
International Trade Centre [ITC]. (2001). An Introduction to ISO 9000: 2000. Export Quality, Bulletin No.70, p2-6.
ITRIEK. (2010). 2010 Communications Industry Yearbook. Taipei: Ministry of Economic Affairs.
Karapetrovic, C. a. (2005). The erosion of ISO 9000 benefits: A temporal study. International Journal of Quality and Reliability Management, 22, pp120-136.
Kelloway, E. K. (1998). Using LISREL for structural equation modeling :A researcher's guide. London: SAGE. .
Kelly, T. (2004). A software company's TL 9000 success story. Quality Progress, 37(3), p30-p37.
Kline, R. B. (2011). Principles and practice of structural equation modeling (3rd ed.). New York: The Guilford Press.
Leifler, K. B. (1982). Ambiguous changes in product quality. American Economic Review, 72(5), 956-967.
Liebesman, S. (2000). TL 9000 - an update on the metrics process. Quality Progress, 33(8), 100-102.
Liebesman, S. (2001). The Challenges Of Auditing TL 9000 Requirements. Quality Progress, 34(3), 106.
Lu, B.-C. (2001). TL 9000 quality management in telecommunication industry- a study on the measurement TL9000 implementation: Chung Hua University, Hsinchu.o. Document Number)
Maynes, E. S. (1976). The Concept and Measurement of Product Quality. Household Production and Consumption, p.542.
NQA India. (2004). TL - 9000 A growing requirement in the telecommunications sector. Retrieved Mar 20, 2011, from http://webcache.googleusercontent.com/search?q=cache:iolHUHSBIYwJ:www.nqaindia.com/tl_9000.php+TL+9000+4.21&cd=8&hl=zh-TW&ct=clnk&gl=tw
Pan, J.-N. (2002). Comparative study on an international survey of ISO 9000 and ISO 14000 certification. Asia Pacific Management Review, 10(1), 36-47.
Pan, J.-N. (2003). A comparative study on motivation for and experience with ISO 9000 and ISO 14000 certification among Far Eastern countries. Industrial Management & Data Systems, 103(8), 564-578.
Pan, J.-N. (2005). Comparative analysis on an international survey of ISO 9000 and ISO 14000 certification. Asia Pacific Management Review, 10(1), 38-40.
Partners, I. Q. (2002). TL 9000 standard Retrieved Mar 8, 2011 from http://iq-partners.com/l-3-qstand/tl9000.html.
Pelan, P. B. (2003). TL 9000 lessons learned. Retrieved Mar 1, 2011 from http://portal.questforum.org/questVer2/MoreInfo.do?moreinformation=showMoreInformation&confPaperId=45.
Pirsig, R. M. (1974). Zen and the art of motorcycle maintenance. New York: HarperTrade., p185-213.
QuEST. (2009). TL 9000 quality management system measurement handbook release 5.0., from www.questforum.org
Shah, U. (2004). Motorola TL 9000 success story. Retrieved Mar 1, 2011 from http://portal.questforum.org/questVer2/MoreInfo.do?moreinformation=showMoreInformation&confPaperId=228.
Sleiman, A. (2005). Nortel TL 9000 certified on UMTS network solutions. PCR Wireless news, 24(25).
Steiner, R. D. a. P. O. (1954). Optimal advertising and optimal quality. American Economic Review, p.831.
Tseng, Y.-C. (2003). A study on the TL 9000 quality management implementation for telecommunication industry - A domestic networking products manufacturer as an example. Chung Hua University.
Tuchman, B. W. (1980). The decline of quality. New York Times Magazine, p.38.
Wichern, J. a. (1998). Appilied multivariate statistical analysis. (4 ed.). New Jersey: Prentice Hall, .
Wu, W.-Q. (2001). TL 9000 implementaiton and case study. National Jiao-Tung University, Hsinchu.
Zeng, S. X., Tian, P. and Tam, C.M. (2005). Quality assurance in design organisations: A case study in China. Managerial Auditing Journal, Vol. 20 No. 7, pp. 679~690.