Agilent Technologies epsg1026386 Escalations and Customer Issue Resolution, Key elements of CIR

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EMG Business Management System Manual		Doc # epsg1026386
Rev. 112		Page 29 of 35

Feedback may be submitted using one of the following methods:

∙Customer Issue Resolution Process (CIR)

∙The Customer Feedback web site: http://emg.communications.agilent.com/quality/voc/

∙Email: Customer-feedback,EMG

∙Voice Mailbox: (719) 590-3855 or Telnet 590-3855

9.6.2EMG Quality Blue Book (4.1e, 8.4): Provides data about EMG‟s quality performance from our customers‟ perspective where feasible. It is designed to measure areas which affect customers‟ perception regarding EMG‟s quality. Multiple levels of management review the Quality Blue Book quarterly to understand EMG‟s overall quality trends to make improvements as appropriate.

EMG Quality Blue Book web site: http://intuition.is.agilent.com/bluebook/Default.aspx

9.6.3Out of Box defect (OBD): (4.1.e, 8.4)

An OBD is a Performance or Non-performance defect found when the customer opens the box and turns on the product. Customers expect products to conform to quality expectation and expect the product to turn on the first time.

Customer reliability expectations: 1) Out of box experience, where Agilent‟s reputation can be questioned, 2) Early lifetime, where the specific product‟s quality is in doubt, 3) Warranty period, where reliability perceptions are developed, and 4) Post-warranty period, where service delivery is measured.

9.7 Escalations and Customer Issue Resolution (8.2.1)

CIR (Customer Issue Resolution)

EMG's worldwide Customer Issue Resolution (CIR) process focuses on resolving cross- organizational customer issues. Timely and effective customer issue resolution is an important aspect in building customer satisfaction and in sustaining Agilent‟s position as the premier measurement company. The CIR process was implemented worldwide on February 1, 2007 to provide a simplified common tool to report and resolve cross-organizational customer issues.

CIRF is a web or Outlook based form that is available to all EMG employees. CIRF provides an easy way to: Report a customer problem, provide customer feedback/compliment, Request an escalation, Request a 2nd Level Escalation, and ask for assistance when you don't know where to go for help.

Key elements of CIR:

∙Common Process: The field, divisions and SSU will use the CIR process.

∙Single Entry Point: CIRF (Customer Issue Reporting Form) will be the primary input tool for front-line employees.

∙One Platform: Siebel will be the sole content management system.

∙Single Point of Contact: Each organization has one single point of contact (a specific person, not an email node).

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(c) Agilent Technologies, Inc. 2002, AGILENT TECHNOLOGIES