Agilent Technologies epsg1026386 system manual EMG Customer Data

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EMG Business Management System Manual

Doc # epsg1026386

Rev. 112

 

Page 20 of 35

 

 

 

∙Support Order Management – responsible for management of the lifecycle of per-incident Trade and Non-Trade Support Orders from quote to invoice. Key processes performed include quoting, placing orders into Customer Service System, follow-up on open orders, issue resolution, invoicing and corrective transactions.

7.3EMG Customer Data

The EMG Customer Data Team is responsible for managing EMG‟s transactional customer database, which presents an accurate global view of customers EMG does business with and their company structures. The team ensures that EMG can derive legal compliance, effective risk management, and operational efficiency from the customer database through a holistic approach to customer record maintenance. The EMG Customer Data Team holds the ownership for customer data standards for all EMG customers worldwide.http://csbarcelona.europe.agilent.com/custmast/Index.htm

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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

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Contents    Rev Document Control Log RevIntroduction Purpose BackgroundEMG organization Rev EMG organization chart Rev Top Management Business Management System Structure Business Management System ArchitectureCustomers Rev EMG BMS Relationship MapRev EMG Business Process Map Business ManagementBusiness Management Other Business Management System information can be found at  Management Review EMG level Management Review Management Review ProcessQIC, MST Reference Web Sites IT Web site, IT Service Description Marketing Sign off** click on QSO form checklist Research and DevelopmentSales Management Customer Contact CentersRev Customer Interaction Management Lifecycle Management of OrdersEMG Customer Data Order Fulfillment     Service Solutions Unit SSU 7.5.1, 7.5.2, 7.5.3 Customer SatisfactionApplication Engineering Organization AEO Professional Services & SupportRemarketing Solutions Division RSD 6.3c Customer Surveys 8.2.1 Escalations and Customer Issue Resolution Key elements of CIR Abbreviations used in this manual BmsmREV Change Summary Document Approver Date Owner Approved Updated .5, page 15 TIS Diana Clark John Herniman Updated 9.4 RSD Diana Clark John Herniman Sep-2009
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