Agilent Technologies epsg1026386 system manual Introduction, Purpose Background

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EMG Business Management System Manual

Doc # epsg1026386

Rev. 112

 

Page 3 of 35

 

 

 

1.Introduction

1.1Purpose

This Manual is a summary description of the Electronic Measurement Group (EMG) and its basic policies. It is intended to be used by all EMG employees, external temporary workers, EMG customers, and Business Management System auditors (internal and external). This manual is intended to help EMG deploy its policies, processes and organization to achieve its quality goals and comply with applicable regulations/ standards and understand the overall business processes. To view the EMG BMS Web site go to: http://epsg.communications.agilent.com/quality/bms/

1.2Background:

This Manual was written under the direction and leadership of EMG management. The owner of the EMG Business System Manual is the EMG Business Management System Representative. The controlled copy is located on the web: http://epsg.communications.agilent.com/quality/bms/040318_docMap.asp

Changes to this Business Management System Manual are made per the “Document Control Requirementsprocess. Definitions of special terms, acronyms, and abbreviations used in the EMG Business Management System are provided at the end of this document.

Dave Packard and Bill Hewlett formed HP in January 1939 developing test and measurement products. Agilent Technologies was formed in 1999 as a result of a strategic realignment of Hewlett Packard into two companies. The computing and imaging elements of the business remained with Hewlett Packard while Agilent Technologies focused on the Communications, Electronics, Life Science and Healthcare Industries. As of November 1, 1999 Agilent Technologies became its own company separate from Hewlett Packard. EMG is a major group within Agilent Technologies and is a leading provider of electronic test equipment.

1.3Scope: (4.2.2)

EMG‟s Business Management System is comprised of all the organization policies, procedures, plans, resources, processes and the delineation of responsibility and authority, all deliberately aimed at achieving product or service quality levels consistent with customer satisfaction and organization objectives. These policies, procedures collectively with our quality objectives and quality policy define how EMG works and how quality is managed. The EMG Business Management System includes EMG quality-related activities worldwide. EMG Employees and external temporary workers follow EMG Business Management System policies, processes and procedures. Product Conformity is measured in alignment with customer feedback (ACS) and Agilent Technologies‟ Quality Policy. This is a Level 1 document.

EMG sites and entities are registered with, and audited by, and/or certified by regulatory standards agencies per the agencies rules. This Business Management System Manual defines the Quality philosophy and System in use at EMG Businesses worldwide. The businesses certified to ISO 9001:2008 are listed in the ISO9001 certificate addenda: http://www.agilent.com/quality/EMG_ISO9001.pdf.

The EMG Business Management System complies with:

a)Agilent Technologies‟ Policies & Procedures

b)ISO9001:2008

c)ISO/IEC 17025 (EMG complies with this standard as appropriate).

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   Rev Purpose Background IntroductionEMG organization Rev EMG organization chart Rev Top Management Business Management System Architecture Business Management System StructureRev EMG BMS Relationship Map CustomersBusiness Management Rev EMG Business Process MapBusiness Management Other Business Management System information can be found at  EMG level Management Review Management Review Process Management ReviewQIC, MST Reference Web Sites IT Web site, IT Service Description Marketing Research and Development Sign off** click on QSO form checklistCustomer Contact Centers Sales ManagementLifecycle Management of Orders Rev Customer Interaction ManagementEMG Customer Data Order Fulfillment     Customer Satisfaction Service Solutions Unit SSU 7.5.1, 7.5.2, 7.5.3Professional Services & Support Remarketing Solutions Division RSD 6.3cApplication Engineering Organization AEO Customer Surveys 8.2.1 Key elements of CIR Escalations and Customer Issue Resolution Bmsm Abbreviations used in this manualREV 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