Agilent Technologies epsg1026386 system manual Customer Satisfaction

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EMG Business Management System Manual

Doc # epsg1026386

Rev. 112

 

Page 26 of 35

 

 

 

9.Customer Satisfaction

Customer Satisfaction is meeting customers‟ quality, delivery, pricing and features requirements. Quality is more than hardware reliability. It is all about the customer‟s total experience in interacting with our products, people, partners, and agents. It is the sum of these interactions over time that determines customer loyalty.

9.1Service Solutions Unit (SSU) (7.5.1, 7.5.2, 7.5.3, 7.6)

The Service Solutions Unit‟s mission is to build customer value and intimacy through support services and solutions. These either extend the usefulness and product life of hardware products, or are unique services such as consulting and training that provide a whole product solution for the customer

There are two separate entities in SSU from an operational perspective to better serve customers. The SSU organization will focus on business development, marketing and R&D customer and planning issues while the SSU SDO, Service Delivery Operation delivers calibration/repair services and parts to EMG business and trade customers.

9.1.1 Repair: (7.5.3, 7.5.1)

Repair is composed of a number of related processes that return a hardware product back to useful service. The overall repair process includes sub-processes such as cleaning and safety testing, and information services such as Service Notes. http://emg.communications.agilent.com/wcss/internalpages/svcnotes/index.htm

An overall process map is available at: http://bench.service.agilent.com/ (Not applicable to MSD and ASPL)

Examples of key metrics: Turn-around Time (TAT), Ship on time (SOT).

MSD and ASPL provides on-site support (repair and calibration and delivery (site preparation and installation)) and remote phone technical support to customer.

9.1.2 Calibration:

(7.6)

Calibration is the set of operations that establishes, under specified conditions, the relationship between values indicated by a measuring instrument or measuring system, and the corresponding standard or known values derived from the standard. The benefit to the customer is to assure that an instrument is operating within the measurement specification design parameters. Examples of key metrics: TAT and SOT.

The process of calibration is defined in related documents:

EMG Calibration System Manual (includes control of subcontracted calibration section 4.5, supplier selection.

Audit Program Description

Metrology Policy Manual

Calibration is sometimes a separate step within the repair process and is embedded in the following production flow diagram located at: http://bench.service.agilent.com/

The user of any printed copy of this controlled document is responsible for verifying it is the correct version prior to use. Hard copies are uncontrolled.

This manual contains links to subordinate documents that are restricted to Agilent personnel only

and may not work if accessing this document from a public site.

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