Agilent Technologies epsg1026386 system manual 

Page 30



EMG Business Management System Manual

Doc # epsg1026386

Rev. 112

 

Page 30 of 35

 

 

 

∙Containment Plan Required for Escalations: In addition to initial response time to the issue submitter, a containment plan is now required.

∙95% of All Escalations Contained Within 7 Working Days or Less.

9.7.1The Presidents line: Respond to customers that make complaints to Agilent‟s CEO or a member of his staff when previous channels used to attempt to resolve the issue have been either unsatisfactory or unknown to the customer. The Presidents line gives appropriate, timely responses and follow-up to customer issues and all are treated in a manner that is respectful and consistent with Agilent corporate objectives. This information provides visibility to problems so Agilent Technologies can drive process improvement.

Unless a specific resolution plan and milestones negotiated with the customer are in place, it is expected that the issues will be resolved within 10 working days.

9.7.2Delivery Escalation Process: The purpose of this process is to avoid customer satisfaction issues and to ensure the order is delivered as per the correct process. This process will help manage, prioritize order delivery activities.

9.7.3Internal escalations: are defined at the entity/business level.

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 SatisfactionProfessional Services & Support Remarketing Solutions Division RSD 6.3cApplication Engineering Organization AEO 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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