Agilent Technologies epsg1026386 system manual Sales Management, Customer Contact Centers

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EMG Business Management System Manual		Doc # epsg1026386
Rev. 112		Page 18 of 35

7.Sales Management

7.1Field Sales (5.4, 6.2, 7.1, 7.2.2, 7.2.3, 8.2.1)

The purpose of the sales department is to grow orders for EMG within a given cost envelope. The department applies EMG capabilities in test and measurement to help our customers improve their business results while maximizing orders for EMG. Working together across functions in the field and field/factory, EMG create solutions specifically tailored to achieve maximum customer satisfaction. Customer Loyalty has always been and continues to be our most treasured asset. We envision being known as the company that it most committed to exceeding customer expectations, thereby earning their long-term loyalty. Key Metrics: Orders, Expenses, Funnel, Loading, and Customer Satisfaction.

a)Order Generation: (7.2.1) This process is one of the core customer facing processes, and includes Account Management, Opportunity Management and Deal Management utilizing web, phone and face to face (the sales process).

b)Funnel and Forecast Management: (7.2.2) this is the core process for the monthly management of the Order Generation Process.

c)Business Planning Review: (7.2.3) this process involves all activities related to strategic and tactical business planning, organizing, and deploying human and other enabling resources for on-going sales operation and order generation.

d)SSSQ website: http://emg.communications.agilent.com/wwfops/

7.2 Customer Contact Centers

EMG‟s Customer Contact Centers (CCC‟s) are responsible for management of customer interactions from quotation to invoice processes while adhering to the quality management system.

CCC‟s are a Field Operations entity within EMG SSSQ (Sales, Service, Support and Quality) with demarcated global presence into four major regions (ie: Americas, Asia Pacific, Europe and Japan). In each region the Business Centers and Contact Centers make up a CCC regional unit.

The CCC organizations typically consist of four core functions:

-First Contact (FC): Primary contact for all customer interactions with the goal to resolve a maximum proportion of requests without further handoff.

-Customer Relationship (CR): Manages orders, customer escalations and issue resolution. CR is an end-to-end bridge between FC and CS.

-Commercial Services (CS): Focuses on non-verbal customer transaction management such as quotations, order entry and invoicing.

-Contracts Administration (CA): Creates and administrates customer Purchase Agreements and structuring of pre-sales contracts strategies.

Each region has typically one Business Center focusing on back-office tasks and one to several Contact Centers focusing on customer interactions.

This model is followed globally except where specifics of each region are taken into account to better suit customer requirements within that region.

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The current version is available at the EMG Document Map website: http://emg.communications.agilent.com/quality/bms/040318_docMap.asp

(c) Agilent Technologies, Inc. 2002, AGILENT TECHNOLOGIES