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EMG Business Management System Manual | Doc # epsg1026386 | |
Rev. 112 |
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RSD Home Page web site: http://emg.communications.agilent.com/rsd/
•Remanufacturing is an operation that refurbishes customer pre owned, EMG Demo and factory used products. Remanufacturing has three channels to sell inventory: Direct sales, Alternate Channel and scrap mitigation.
•Trade Up is a program that allows EMG customers to leverage a currently owned product for credit towards a new EMG unit or service. The RSD acts as a facilitator between the EMG sales force and the original manufacturing division. The pre owned unit traded in by the customer is disposed of through RSD„s Remanufacturing operations. Trade up web site: http://tradeup.sales.agilent.com/
•Demo is an organization within RSD that supports sales of EMG products by providing demonstration units to EMG Sales Representatives (FE, AE, SE) and Distributors.
9.5Customer Surveys (8.2.1, 8.4)
Survey of EMG Customers is based on the most recent interaction with regional “Touch Points” (i.e., Business Center, Contact Center, Sales, Service & Support, and Web). EMG has a web based survey where the Customer can either provide a rating score, select from multiple choices or enter
acomment (verbatim). EMG: http://emg.communications.agilent.com/quality/acs/default.asp
Agilent Customer Satisfaction (ACS) program: Agilent Customer Satisfaction is a customer satisfaction measurement and improvement program consistent across Agilent business, regions and touch points. ACS implements an actionable metrics model to track and improve Agilent Customer Satisfaction (ACS) performance. This includes setting a
Agilent: http://customer.quality.agilent.com/customer_satisfaction/acs.shtml
9.6Customer Feedback (4.1e, 5.62b, 7.2.3c, 8.2.1, 8.4)
9.6.1The Customer Feedback System provides customer satisfaction and future opportunity information to EMG regarding product, service, and support offerings. A variety of processes and tools (Customer Feedback System, Customer visit reports, surveys, etc.) are used to meet the diverse needs of the organizations within EMG.
Each organization is required to:
∙Document customer feedback received (solicited and unsolicited)
∙Take appropriate
oRedirect operational issues requiring immediate response to the appropriate
business process.
oDirect all other feedback to the responsible action/process owner for review, follow- up and disposition.
∙Include feedback in their processes to identify systemic customer satisfaction issues and new product, service, and support opportunities.
∙Include Customer Feedback as an input for the local management review.
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