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Agilent Technologies Scanner epsg1026386 User's Manual

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1. He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 25 of 35 rapid prototyping characterization and qualification testing and ensuring smooth new product introductions and production ramp up execution Division NPI OF organizations also provide a business management leadership linkage between the Divisions R amp D Marketing and Product Planning it is co located with and the manufacturing center that produce the Division s products This business linkage ensures Division activities link successfully with Order Fulfillment a NPIl s amp Transfers 7 3 7 5 1 7 3 4 Manage the introduction of new products into manufacturing environment Coordinate with Division and Division OF entities b Engineering Production Support 8 2 3 8 2 4 Provide support for Test Systems including Test S W and Measurement Traceability Production Processes and Technical Investigations c Customer Feedback CA PA 8 5 2 8 5 3 Investigate and implement corrective and preventative actions to products in production phase 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 ht
2. 7 5 5 8 2 1 Delivery is an important part of the overall BMS and assures the product is packaged and shipped appropriately meeting EMG quality delivery standards and customer expectations An EMG On Time Arrival OTA team focuses on achieving OTA goals The purpose of the EMG On Time Arrival Corrective Action and Management Review system is to establish a quality improvement environment that is responsive to EMG s promise to customers The approach is to establish corrective action ownership provide consistent data and establish management reviews 8 4 1 Shipping 7 5 5 Pack Pack instrument and accessories according to customer order requirements The Environmental Test Manual outlines several requirements for packaging a Shipping Logistics Plan and manage worldwide shipping logistics to meet customer requirements 8 4 2 Management of customer Complaints OBD OTA OTS 8 2 1 Improvements to product and production processes may be initiated in response to information gained from customer feedback a The OBD Out of Box Defect system provides information that is analyzed for patterns and trends in order to prioritize areas for further investigation Changes to product or process may be implemented within Order Fulfillment along with involvement from other areas of the business as required b On Time Arrival OTA EMG measures the OTA for all EMG products The results are monitored in the EMG monthly Bluebook c On Time
3. 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 i Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 34 of 35 REV CHANGE SUMMARY DOCUMENT APPROVER DATE NO OWNER APPROVED 78 Updated section 8 2 2 to clarify supplier management requirements Diana Clark John Herniman June 20 2006 updated 2 2 org chart updated 1 4 scope and fixed a few typo s 79 Updated section 9 7 3 by adding the ECAG BillLine overview Diana Clark John Herniman June 28 2006 presentation URL 80 typo Diana Clark John Herniman June 28 2006 81 Updated to include ASD and MSD BMS information Updated 9 7 4 URL Diana Clark John Herniman July 27 2006 delivery escalation updated the Process Map 3 1 c Updated 1 4 scope and updated 2 1 e organization 82 Added Signal Network Division Updated the URL for packaging 8 4 1 Diana Clark John Herniman August 14 2006 83 Updated 9 4 RSD Diana Clark John Herniman August 22 2006 84 Updated the core document links in section 4 1 5 Diana Clark
4. 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 AD Agilent Technologies EMG Business Management System Manual Rev 112 Doc epsg1026386 Page 31 of 35 10 Abbreviations used in this manual List Examples ACS Agilent Customer Satisfaction Survey AEO Application Engineering Organization BMS Business Management System BMSM Business Management System Manager BU Business Unit Business Manual EMG Business Management Systems Manual CCC Customer Contact Centers CIRF Customer Issue Input Reporting Form Comms Communications CPI Continual Process Improvement CS Commercial Services CSG Communications Solutions Group DFx Design for everything Divisions Product focused with detailed product definition and a deeper view of the product to meet customer needs ECO Engineering Change Order ECR Engineering Change Request ELT Executive Leadership Team reporting to GM Entity Specific Documents Quality Procedure Manual EMG Electronic Measurements Group ERP Enterprise Resource P
5. disposed of through RSD s Remanufacturing operations Trade up web site http tradeup sales agilent com e 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 5 Customer 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 amp Support and Web EMG has a web based survey where the Customer can either provide a rating score select from multiple choices or enter a comment 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 company wide metric for customer satisfaction setting visible goals to continually improve customer satisfaction and monitoring and rewarding improvement Agilent http customer quality agilent com customer_satisfaction acs shtml 9 6 Customer Feedback 4 1 e 5 62b 7 2 3c 8 2 1 8 4 9 6 1 The Customer Feedback System provides customer satisfaction and future opportunity information to EMG regarding product service and s
6. parts and services sold upfront e g extended warranty training consulting Key processes performed include quoting booking and acknowledgement of customer s orders using the ERP system fulfilling deliveries order changes cancellations product returns corrective transactions and billing 2 Service Administration Management of service orders Service orders are primarily related to the maintenance system uptime support and repair of equipment Service Administration is comprised of two functions Support Agreements Administration and Support Order Management e Support Agreements Administration responsible for the order lifecycle of Agreements for maintenance system uptime support software and repair of equipment Key processes performed include quoting placing Agreement orders managing frequency of invoicing modifications and cancellations and Sold Upfront Tracking into the Customer Service System 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 3 l a A
7. provide out of warranty agreements for technical phone support provide continued custom assistance with the optimization of their existing instruments provide training based on their specialized requirements and more We help customers achieve their application and measurement goals These services can be provided in a variety of ways face to face at the site remote via phone and web collaboration or through self guided tutorials More information about these services is available For Product and Application Services www agilent com find consulting For Education Services www aqgilent com find education For Technical Support Agreements and contact numbers www agilent com find techsupport 9 3 Professional Services amp Support ASPL is in the business of highly distributed monitoring and Quality of Services Solutions focused on big Telecom operators WW This business requires specific professional services such as project management deployment amp commissioning acceptance testing and high availability reactive and proactive support 9 4 Remarketing Solutions Division RSD 6 3c RSD is a unit within the Electronic Measurement Group RSD provides Demo Services for EMG Remanufacturing of Demo Trade In and Sourced Products and manages the Trade In Trade Up Program for EMG Organizationally the RSD is divided into functional areas Business Development Sourcing Marketing Supply Chain Channel Partners TQM and Demo RSD fi
8. 1 3 Measurement analysis improvement 8 1 EMG has implemented monitoring measurement analysis and improvement of processes and tools at the appropriate levels to demonstrate conformity ensure conformity and continually improve the effectiveness of the BMS e g CFS Quality Bluebook OBD 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 He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 11 of 35 4 1 4 Customer Property EMG exercises care with customer property while it is under the organization s control or being used Each area will use local processes to record and track the status of customer property in the rare instance when EMG receives customer products or property If customer property is lost damaged or otherwise found to be unsuitable for use this is reported to the customer and records are maintained locally Examples of customer property government contracts special handling specification product or test equipment 4
9. 1 5 Core Documents Processes EMG s quality management system is defined and shown in the EMG Process Map Details of specific processes we are required to use can be found in the EMG Documentation in Webdoc or the Agilent Technologies web site http epsg communications agilent com quality oms 040318 docMap asp These include EMG BMS Manual epsg1026386 Management Review Requirements E106 5 6 epsg1028737 Management Review Guide Corrective and Preventative Action Requirements E101 8 5 2 8 5 3 epsg1028733 Quality Assessment Program Manual E102 8 2 2 epsg1028734 Documentation Control Requirements E100 4 2 3 epsg1028732 Training Requirements E105 6 2 2 epsg1028736 Control of non conforming Product Process Requirements E103 8 3 epsg1028735 Control of Quality Records Requirements E104 4 2 4 epsg1028767 EMG ESD Control Manual epsg10391 12 Calibration Requirements E108 7 6 epsg1033182 Calibration System Manual epsg1024153 Measurement Uncertainty Validation Process epsg1059922 EMG Calibration Policy epsg1033182 Option 1A7 amp A6J Introduction Guide epsg1038158 gt HWTC Manual epsg1075658 gt d Anti virus requirements epsg1115641 YY YUVUVVVVVI gt The Disaster Recovery Processes plans can be found at e http finance agilent com agrm organization index htm Disaster Recovery Finance Agilent Risk Management e _http wps service agilent com drp site_ index htm Disaster Recovery WPS e http one it a
10. 2005 web sites 63 Updated to reflect organizational change EPSG gt EMG and updated Diana Clark John Herniman Sept 9 2005 URL s 64 Updated URL s and updated TSO business name Diana Clark John Herniman Dec 20 2005 65 Updated section 4 5 page 15 TIS Diana Clark John Herniman Dec 20 2005 66 Updated section 4 2 2 discontinuance Diana Clark John Herniman Jan 10 2006 67 Updated 9 7 2 Ned line to ECAG Diana Clark John Herniman Jan 11 2006 68 Updated 9 1 4 Business Planning for SSU Diana Clark John Herniman Jan 11 2006 69 Added the corporate discontinuance process URL at 4 2 2 Diana Clark John Herniman Jan 25 2006 70 Updated EPSG to EMG deleted MIBU Change AIBU to EIBU Diana Clark John Herniman March 8 2006 71 Typo s fixed Diana Clark John Herniman March 8 2006 72 Fixed pagination Diana Clark John Herniman March 9 2006 73 Added CIRF to 9 7 updated URL in footer updated table of contents Diana Clark John Herniman April 14 2006 and updated 2 3i Quality Objectives 74 Updated URL in 8 3e Diana Clark John Herniman April 18 2006 75 Updated URL in the footer updated typos and formatting throughout the Diana Clark John Herniman April 28 2006 document 76 Updated URL 9 7 3 updated 9 1 4 URL Diana Clark John Herniman May 3 2006 77 Updated section 7 2 CCC Diana Clark John Herniman May 25 2006 The user of any printed copy of this controlled document is responsible for verifying it is the correct version prior to use
11. business processes and stating the direction leadership and transformation required to meet specific goals EMG will improve customer satisfaction and earn unrivaled loyalty through personalized customer relationships Capitalize on our product leadership Create customer value and intimacy through innovative systems high valued services and support solutions and accelerate EMG business process transformation EMG has yearly strategy reviews at the Group level to ensure plans are consistent with changing market conditions EMG focuses on customers competitors and our offerings After the strategy review our annual financial plan is developed SCALE short term commitment and long term estimate using the SPR strategic plan review as the baseline for profitability and ROIC return on invested capital Tactical reviews are held quarterly to review financial results NPI revenues market share customer satisfaction and employee satisfaction 4 2 1 Acquisitions a Corporate Development CD Supports the ongoing assessment of Agilent s enterprise business portfolio to identify candidates for active abandonment or investment CD insures strong links between the enterprise and Group strategies focusing Agilent s overall prospects for top line growth and value creation This site is designed to support the needs of those involved in transactions integration strategic planning and new ventures within the businesses and corporate functions h
12. 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 He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 27 of 35 9 1 3 Service Parts Operation The Service Parts Operation works to provide EMG business amp trade customers with support parts to repair customer s equipment in a cost effective timely manner with minimum asset levels SPO worldwide operations include the functions of 1 Request Management 2 Planning 3 Procurement and 4 Logistics MSD manages its own service parts operation and leverages the Global Service Parts Operation processes http ssuweb business agilent com SSUQuality SPO 9 1 4 Business Planning SSU business planning provides leadership for Business Development Marketing and R amp D for on site mobile cal meeting customer needs and the development of new products and services 9 2 Application Engineering Organization AEO EMG offers a flexible range of engineering training and technical support services specifically designed to help customers optimize the use of their EMG equipment We can help them get started with their new instrument
13. 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 e Common Process The field divisions and SSU will use the CIR process e Single Entry Point CIRF Customer Issue Reporting Form will be the primary input tool for front line employees e One Platform Siebel will be the sole content management system e Single Point of Contact Each organization has one single point of contact a specific person not an email node 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 AG
14. 5 1 Q Manage Technical information TIS 6 3c 7 10 8 4 8 5 Q Infrastructure Organizations 6 0 Q Financial Management Q Human Resources 5 1 6 3 c Q Information Technology IT ERP 6 2 Q WPS Plant Equipment and Facilities Management 6 3 6 4 6 1 6 3 6 3 6 4 5 Marketing 16 Q Marketing Insight Scanning 5 4 7 1 Q Customer Requirements Definition 5 2 7 2 1 8 2 1 Q Market Product Road Mapping 7 3 Q New Product Launch and Execution 7 2 1 Q Customer Sales Channel 7 2 3 Q Outbound Marketing 7 2 3 Q Field Training 6 2 2 Q Competitor to Competitor Analysis 5 4 8 4 6 Research and Development 7 1 7 3 2 7 3 5 7 3 6 7 3 7 17 Q Product Life Cycle 8 2 3 8 2 4 8 4 8 5 1 7 Sales Management 18 20 Q Field Sales 7 2 1 Q Customer Contact Center 7 2 2 7 2 3 Q EMG Customer Data 7 2 2 7 2 3 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 ee Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 2 of 35 8 Ord
15. 8_docMap asp c Agilent Technologies Inc 2002 AGILENT TECHNOLOGIES He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 23 of 35 quality responsiveness delivery cost and environment called TQRDCE Company wide guidelines for the TQRDCE process may be found on this Global Sourcing TQRDCE Site http gsce supplychain agilent com direct_matls tqrdce asp The businesses determine which suppliers are subject to periodic performance evaluation and maintain the records from such evaluations Examples of Strategic Supply Management in EMG SSM has a supplier performance measurement survey tool that allows users to enter input and access results The survey tool results calendar and other SSM TQRDCE information can be found at this link http emg communications agilent com ssm Examples of key metrics Material cost reduction as a percent of spend inventory levels in days of supply on hand on time delivery in days early or late and defect rates in parts per million percentage of parts delivered over time or number of dead on arrival DOA products 8 3 Manufacturing 7 3 4 7 3 6 7 5 7 6 8 2 3 8 3 EMG OF manufactures or manages the manufacture of the vast majority of EMG products and has the responsibility to ensure that products are manufactured to EMG s manufacturing and quality standards and supplied to the customer in a timely cost effective manner EMG OF also provides replac
16. Boe Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 1 of 35 Document Control Log REV CHANGE SUMMARY DOCUMENT APPROVER DATE NO OWNER APPROVED 112 Updated Document and Fixed Broken Links Addressed DEKRA NC by Kevin Fawl Ted Tucker 13 Nov 2012 referencing EMG OF as part of AOF Changed wording to aid clarity in BMS Team section 9 6 related to an old system CASPER now Siebel Section 8 updated to reflect relationship between AOF and EMG OF Section 2 2 Org Chart updated Section 4 2 Revised wording related to Infrastructure Org roles and responsibilities Table of Content Sec Topic ISO9001 2008 Clause Page 1 Introduction 3 Q Purpose Background Reference Scope 4 2 2 2 Organization Responsibility and Authority 4 1 5 2 5 3 5 4 2b 5 5 1 5 5 2 4 6 Org Chart 5 5 3 5 6 1 6 1 5 3 3 Business Management System Structure 7 10 Q Business Management System Architecture process map 7 2 1C 4 Business Management 11 16 Q Business Management System e g Quality Policy Disaster 4 2 3 4 2 4 5 3 5 6 6 2 2 7 2 2 Recovery Quality Education Customer Property Required 7 4 8 1 8 2 1 8 2 2 8 3 8 5 2 Documents 8 5 3 7 5 4 Q Strategic Planning Acquisitions Technology development 4 1c 4 2 1a 4 2 16 5 4 1 7 1 Q Management Review 5 6 Q Continual Process Improvement CPI Six Sigma 5 3b 5 4 1 8 2 3 8
17. D and Marketing Some businesses include professional services amp support as required EMG OF includes manufacturing procurement and NPI OF areas where they assist R amp D by building prototypes and pilots of the new designs Field Operations includes Field Sales the Remarketing Solutions Division and the Customer Contact Center Customer Services and Support includes the calibration and repair facilities and the Service Parts Operation 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 oe Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 5 of 35 2 2 The EMG organization chart Depicted below is the management with executive responsibility in EMG and has the authority to establish or infuence changes to the EMG Quality Policy and Business Management System See the following URL for current EMG organization chart http epsg communications agilent com about org a EMG President amp General Manager jointly owns the BMS with th
18. Each region has typically one Business Center focusing on back office tasks and one to several Contact Centers focusing on customer interactions This model is followed globally except where specifics of each region are taken into account to better suit customer requirements within that region 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 He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 19 of 35 7 2 1 Customer Interaction Management Customer Interaction processes are managed by First Contact and Customer Relationship teams First Contact s focus is on the prompt fulfillment of any customer inquiry Any special customer requests or resolution of customer issues are managed within the Customer Relationship Team The First Contact team is responsible for all initial voice phone and non voice e mail fax and web interaction with customers and business partners Their objective is to qualify and fulfill the requests in an expedient manne
19. 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 oms 1 2 Background 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 oms 040318 docMap asp Changes to this Business Management System Manual are made per the Document Control Requirements process 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 Industrie
20. ILENT TECHNOLOGIES zi a Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 30 of 35 e Containment Plan Required for Escalations In addition to initial response time to the issue submitter a containment plan is now required e 95 of All Escalations Contained Within 7 Working Days or Less 9 7 1 The 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 2 Delivery 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 3 Internal 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
21. IR 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 2 EMG 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 3 Out 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
22. Index asp 4 5 Technical Information Systems TIS 7 1d 6 3c 8 4 8 5 Local TIS and the WW EMG BTT TIS Team Global TIS are responsible for the management and implementation of new setups and changes per input from the formal processes including ECR ECO and approved Change Requests CR s TIS creates and maintains the bill of materials in support of Matrix One and Oracle for the design and manufacture of our products For more information click on the following link http gtis is agilent com global 4 6 Infrastructure Organizations 6 0 To maximize EMG s businesses ability to develop and deliver high quality products and services certain infrastructure organizations are in place to deliver internal support services EMG collectively refers to these as infrastructure organizations These organisations are managed at the Agilent Level and are not subject to EMG Internal audit findings will be reported if found during an audit trail or external audit but are audited at the Agilent Level to ensure conformance to ISO 9001 2008 EMG shall perform periodical review with Infrastructure organizations to ensure that they meet EMG BMS needs Infrastructure web site 4 6 1 Financial Management 5 1 Finance s primary contribution is business planning and business analysis for decision making EMG provides timely actionable information related to business reporting of process performance We ensure sound business controls EMG publishes a m
23. John Herniman Sept 1 2006 85 Updated the GRS URL at 4 1 5 Diana Clark John Herniman Sept 13 2006 86 Updated section 8 2 Procurement Diana Clark John Herniman Dec 8 2006 87 Updated section 8 2 Procurement Diana Clark John Herniman Dec 8 2006 88 Update section 8 2 Procurement by fixing typo Diana Clark John Herniman Dec 11 2006 89 Added clarity to section 9 1 3 regarding MSD Added information about Diana Clark John Herniman Dec 15 2006 the HTC in 8 3 Updated broken links 90 Updated Webdoc again due to corruption error in Webdoc Diana Clark John Herniman Dec 20 2006 91 Updated 8 2 Procurement and updated 1 4 Scope Diana Clark John Herniman Jan 5 2007 92 8 2 4 added technology updated URL s and added clarity to section 2 3 Diana Clark John Herniman Jan 16 2007 top management 93 7 2 updated CCC information and updated table of content Diana Clark John Herniman Feb 13 2007 94 8 3 f updated ESD Control requirements information and updated 9 7 3 Diana Clark John Herniman March 23 2007 changing the name from ECAG to Presidents Line 6 1 Update QSO website and deleted the reference to 7 1 95 Updated 9 7 escalations deleting Presto updated CIR information Diana Clark John Herniman July 1 2007 updated 1 4 scope for NMT 96 Updated section 1 4 scope updated links updated RSD information Diana Clark John Herniman Aug 8 2007 97 Updated 4 1 2 Quality Education updated 4 2 1 Acquisition life cycle Diana Clark John Herniman Sept 28 2007
24. S to BMS Changed PGU to Division Diana Clark Jim Horner Mar 17 2003 12 Updated Commercial Services and added infrastructure organization Diana Clark Jim Horner Mar 31 2003 heading 13 Updates resulting from organization changes Diana Clark Jim Horner May 2 2003 14 Updated FSU process Diana Clark Jim Horner May 7 2003 15 Updated Quality Education amp Custom Solutions amp moved FSU to Diana Clark Jim Horner June 4 2003 Customer Solutions 16 Updated GTLS to SPO updated FSU URL Diana Clark Jim Horner June 13 2003 17 Update URL s for FSU HR amp Oracle documentation deleted GSDC Diana Clark Jim Horner July 18 2003 added AES updated Marketing and Materials sections 18 Update Strategic Planning and FSU deleted OF website updated OBD Diana Clark Jim Horner July 25 2003 website information in 8 4 Added MAST and Eesof URL s 19 Fixed page breaks Diana Clark Jim Horner July 30 2003 20 Fixed pagination again Diana Clark Jim Horner Aug 1 2003 21 Fixed pagination once again updated scope Diana Clark Jim Horner Aug 6 2003 22 Fixed pagination again Diana Clark Jim Horner Aug 8 2003 23 Fixed pagination I hope Diana Clark Jim Horner Aug 8 2003 24 Updated 2 1 adding Senior VP s role Diana Clark Jim Horner Aug 12 2003 25 Updated Customer Feedback 9 6 Updated Materials Purchasing Diana Clark Jim Horner Aug 20 2003 information 8 2 26 Updated 9 2 KSO information Diana Clark Jim Horner Aug 22 2003 27 Updated 8 3 Manufacturing informat
25. Shipment OTS http qes supplychain agilent com OTD_ Metrics OTD_metrics asp EMG measures the OTS for all EMG products The results are monitored in the EMG monthly Bluebook New Product Introduction NPI Engineering Support 7 3 7 3 4 7 5 1 8 2 3 8 2 4 EMG s OF strategy is to have once centralized manufacturing center with a number of smaller regional Divisions based NPI OF sites These NPI sites provide New Product Development and Introduction support for the centralized OF Primary Roles Division NPI OF organizations provides the critical dynamic new product development and introduction linkages between EMG s product development labs and centralized manufacturing This is a collaborative role that includes influencing product design and supply chain design decisions to optimize business results and meet current and future product development requirements Specific activities may include validating design performance providing 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
26. Technologies Policies amp Procedures b 1S0Q9001 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 He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 4 of 35 2 Organization and Responsibility 4 1 5 2 5 3 5 4 5 4 2b 5 5 1 5 5 2 5 5 3d 5 6 1 6 1 2 1 EMG organization EMG consists of Research and Development Marketing Field Sales Quality Order fulfillment Manufacturing amp Procurement Customer Services amp Support and aligned Divisions a EMG Customer Experience amp Quality Organization consists of Customer Experience Quality Engineering Quality Information Business Management System Education Data Quality Product Solutions Environmental Compliance Safety amp Regulations and Quality Process These areas provide services and tools to help EMG businesses achieve goals and objectives Divisions include research and development R amp
27. 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 i Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 32 of 35 Document Control Log REV CHANGE SUMMARY DOCUMENT APPROVER DATE NO OWNER APPROVED 1 As issued Diana Clark Jim Horner Oct 1 2002 2 Updated URL s for Disaster Recovery Common Processes page 11 Diana Clark Jim Horner Oct 7 2002 Updated URL s for Design and Mfging Processes and ESD Page 21 3 Updated Customer Property req Diana Clark Jim Horner Oct 8 2002 4 Changed SGDU to DAT amp WCS updated Material Purchasing Diana Clark Jim Horner Oct 21 2002 5 Updated section 4 7 EHS Diana Clark Jim Horner Oct 28 2002 6 Updated Agilent ESD Web Site Diana Clark Jim Horner Nov 14 2002 Changed KSO to be included in the cert Updated Procurement process 7 Clarified support versus supplier within Agilent Technologies page 4 Diana Clark Jim Horner Nov 22 2002 8 Added copyrights and deleted public Diana Clark Jim Horner Dec 9 2002 9 Updated Commercial Services process Diana Clark Jim Horner Jan 22 2003 10 Added Product Stewardship information section 6 0 b Diana Clark Jim Horner Feb 13 2003 11 Changed QM
28. alled handled packaged stored or supplied by OEMs Each entity ousiness has appropriate local controls to ensure EMG ESD Control requirements are met Web site for the EMG ESD Control Manual http sharedoc collaboration agilent com sites emg quality sd emg bms esd 20control 20docs esd_control_ manual amp 20 20epsq1039112 padf g Handling and storage of product will be determined by the local area but will include identification packaging and proper protection of product 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 He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 24 of 35 h Hardware Test Centers exist within EMG to provide environmental testing failure analysis services and regulatory compliance expertise that enable our partners in R amp D Manufacturing and Marketing to design and deliver products which meet our trade customers quality requirements This function may reside in OF or a Division 8 4 Delivery 7 5 1
29. b 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 oench 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
30. ce of the objective Periodically and during management reviews progress toward completion measures are reviewed and evaluated by the Executive Leadership Team and course corrections if necessary are initiated Other process improvement objectives may be established at EMG sites or organizations and will be managed and monitored by the site organization management These objectives will be based on local needs criticality and resource capacity a EMG monitors and measures processes during internal audits management reviews and continually improve processes 8 2 3 b Data analysis s is performed throughout our business e g CFS Blue Book TQRDCE RIP QIC MST c Six Sigma has been adopted by EMG world wide as a data driven tool for improving the quality of products and processes and improving business results The Six Sigma program provides a highly structured set of tools and methodologies that are applied to a variety of business processes as appropriate to achieve breakthrough results EMG Organizations can apply Six Sigma to R amp D product design and development manufacturing sales services and support functions to reduce process complexity variation and cost resulting in increased customer satisfaction and the elimination of defects For more information about our Six Sigma program click on the following URL s Agilent http sixsigma quality agilent com Training http ges supplychain agilent com Global_Learning
31. d 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 He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 22 of 35 with the division personnel needing the materials in order to ensure accuracy and then communicate the requirements to the supplier Quality requirements specifications consist of e Standard purchase order and purchase agreement information that references company wide quality requirements including reference to Agilent s Supplier Quality System document 5951 1665 http Awww agilent com quality supplier quality system _rqmt pdf and ESD requirements e Business specific standard terms and conditions if any are developed at the division level and e Specifications dictating the product form fit function etc and any other specific requirements for approval of the product procedures processes and equipment Current document retention standards only require controlled retention of quotations contracts agreements confidential non disclosure agreements and licensing agreements accepted from with suppliers Where records are retained it is by the buyer manager of the supplie
32. d 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 i Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 33 of 35 REV CHANGE SUMMARY DOCUMENT APPROVER DATE NO OWNER APPROVED 39 Corrected formatting of section numbering the number 10 appeared Diana Clark Jim Horner June 4 2004 erroneously throughout the document 40 Moved the ERP Oracle information under 4 6 3 Information Technology Diana Clark Jim Horner June 29 2004 cleaned up typo s throughout added clarity to 4 2 1 4 2 2 Added Engineering Services to the scope on page 4 41 Updated Materials 8 2 1 8 2 4 updated the scope page 4 Diana Clark Jim Horner July 9 2004 42 Updated FSU 9 4 updated TQRDCE URL path 8 2 4 and updated the Diana Clark Jim Horner July 23 2004 scope on page 4 43 Updated FSU 9 4 URL s Diana Clark Jim Horner July 29 2004 44 Updated section 3 0 relationship map Diana Clark Jim Horner Aug 5 2004 45 Updated customer property 4 1 4 and escalations 9 7 Dia
33. d requirements 7 2 1 5 2 8 2 1 EMG Requirements Management web site http www soco agilent com org pge reqman overview htm c Market and Product Road Map Inbound Division Translate customer requirements into Market roadmaps and then into multiple product and service roadmaps The objective of these roadmaps is to define products and services that meet customer requirements at the right time with competitive differentiation 7 3 d New Product Launch and Execution Division Establish new product positioning launch strategy objectives and tactics pricing product structure and configuration rules Set launch criteria Execute launch per plan on time and within budget 7 2 2 e Customer and Sales Channel Support Division Provide phone and electronic support to customers our sales and service teams Support content includes technical product and applications insight handling of some competitive situations or customer satisfaction issues and post sales support of our customer s products 7 2 3 f Outbound Marketing Outbound Identify hot customer applications and problems Set Strategy Objectives and tactics that proactively generate awareness leads and move customers through the sales funnel Vehicles include PR Advertising Application notes technical web and face to face seminars catalogs tradeshows customer visits special promotions e mail notification etc Keys to success include identification of a hot t
34. depending on the risk and impact to the business 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 He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 7 of 35 3 Business Management System Structure 3 1 Business Management System Architecture The EMG Business Management System is a set of requirements policies and procedures designed to be effective simple uniform and easy to audit The architecture of the business management system and its description in this Business Manual is based on ISO9001 2008 Standards and Process Mapping See below for process map EMG Business Management System requirements processes and procedures are common worldwide unless there is a compelling justifiable verifiable and documented rationale for variations that have been reviewed and approved by the cognizant authority 7 2 1c a EMG Documentation is structured in this tiered hierarchy Tiered EMG Hierarchy Level 1 B
35. e EMG Product Lifecycle PLC process establishes the recommended management checkpoints and basic considerations for the control of product lifecycle transitions including outsourcing for new product introductions and manufacturing if the new product is taken to market The PLC process description is found at URL http sharedoc collaboration agilent com sites EMG PGE SD EMG 20PLC EMG 20PLC 20Rev 205 0 emg_plc_process 20 20epsg1024851 htm A complementary general framework for the selection and management of EMG contract manufacturers is found in here epsg1043961 Outsourcing procedures are determined at the local level and typically described in the Quality Procedures Manual and or other local process and procedures In some cases strategic suppliers are shared across local operations in EMG or its business divisions In these cases one entity may be tasked with managing all or part of the outsourcing on behalf of the others The Strategic Supplier Management team is an example They manage the overall business relationship with EMG s top level strategic contract manufacturing and component suppliers 4 3 Management Review 5 6 Top management for the business reviews selected key quality and business measures to be evaluated on at least on an annual basis and conducts a comprehensive quality review annually The Business Managers have the ultimate responsibility for ensuring regular management reviews are conducted for their organizatio
36. e EMG VP of Customer Experience amp Quality b EMG VP of Customer Experience amp Quality CE amp Q ensures EMG has a robust Business Management System BMS to address customer expectations quality and regulatory requirements c The EMG Management Representative BMS Manager is appointed by EMG Top Management reports to the EMG VP of Customer Experience amp Quality and has the responsibility and authority to ensure the EMG Business Management System is effectively established and maintained per the regulations and standards cited in ISO9001 clause 5 5 2 d EMG TAG Team This team is lead by the EMG Manager Representative BMS Manager This team exists to share best practices learning improve quality and add rigor to the BMS e BMS Representatives assist in the implementation of the BMS and are typically dotted line support the Business Management System Manager f Site Management Liaisons are identified to assist the BMS representatives as appropriate Electronic Measurement Group Sr VP amp President l Kathleen Beltz Guy sene Executive Assistant Electronic Test Component Test Oscilloscope Microwave amp Division Division Products Division Communications Division ross lay Alexander lay Botka Software amp Modular Signal Network Technology Leadership Sales Service Solutions Division Division Support amp Quality Mark Tom Burrel Bob Witte jaleem Odeh EMG Business Development Order Fulfillment EMG Market
37. ement assemblies to EMG Service Centers amp customers and also performs factory calibration of customer instruments when required Example of key metrics Quality Delivery and Cost 8 3 1 Production 7 5 7 5 5 7 6 8 2 3 8 3 a The Material Handlers assigned to the various Production Lines will pull the necessary materials from stock as part of their daily duties b Assembly amp Test Assemble instrument according to production schedule Perform functional test 7 3 6 Non conforming material is identified as per procedures E103 Agilent Control of Non conforming Product 8 3 c System Integration where appropriate to business Assemble system according to customer order and perform system tests d Calibrate 8 2 3 7 6 The process of calibration is defined in related documents EMG Calibration Policy EMG Calibration System Manual includes control of subcontracted calibration section 4 5 e EMG uses the Agilent level Design amp Manufacturing Processes to determine workmanship criteria Web site for the list of Agilent s Design and Manufacturing documents Design and Manufacturing Document List Design Standards Users Group f ESD Electro Static Discharge control is a quality requirement in EMG The EMG ESD Control Manual contains the minimum control requirements that must be followed Compliance is required at all sites where ESD sensitive electronic devices are manufactured assembled tested serviced configured inst
38. ent in EMG is led out of the manufacturing divisions Purchasing departments typically are organized as a function reporting to business unit sub division management The Strategic Supplier Management SSM assists the businesses with managing alliances with top tier strategic suppliers The EMG Worldwide Field Operations WWFO organization which manages sales and support generally uses the BU organizations for its materials purchasing needs The most senior Managers with Procurement responsibility within the manufacturing divisions are responsible for making sure supplier contracts are complete supplier performance reviews are done on time and performance issues are resolved in a timely manner Four generic processes are used to manage supplier quality 1 Requirements Specification 2 Supplier Selection 3 On Going Conformance Assurance and 4 Performance Evaluation 8 2 1 Requirements Specification The BU purchasing operations specify the product to be purchased in accordance with the needs of the operation and the needs of the ultimate Agilent customers Customer requirements flow into the purchasing process through the requirement specifications of the manufacturing entity sourcing the material Purchasing staff assembles the requirements to be tendered to the supplier reviews them 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 uncontrolle
39. er Fulfillment 21 25 Q Planning 7 2 1a 7 2 2c 7 5 Q Materials Purchasing 7 4 7 4 1 7 4 2 7 4 3 Q Manufacturing 7 3 4 7 3 6 7 5 7 6 8 2 3 8 3 Q Delivery 7 5 1 7 5 5 8 2 1 Q NPI Engineering Support 7 3 7 3 4 7 5 1 8 2 3 8 2 4 8 5 2 8 5 3 9 Customer Satisfaction 26 30 Q Service Solutions Unit Service Delivery Op Repair Cal 7 5 1 7 5 2 7 5 3 7 6 Q Application Engineering Organization 6 2 2 7 2 3 Q Professional services and support 6 3c Q Remarketing Solutions Division 6 3c Q Customer Surveys ACS 8 2 1 8 4 Q Customer Feedback CFS VOC OBD OTD Bluebook 4 1e 5 6 2b 7 2 3 8 2 1 8 4 Q__Escalations CIRF Presidents line Order Delivery 7 2 3 8 2 1 10 Abbreviations used in this manual 31 11 Documentation Log 32 35 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 He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 3 of 35 1 Introduction 1 1 Purpose This Manual is a summary description of the
40. ers Included TLO in Section 4 2 3 Technology Development Fixed broken URLs Updated Org Chart descriptions Section 2 Edited by Alex Guzman 112 Updated Document and Fixed Broken Links Addressed DEKRA NC by Kevin Fawl Ted Tucker 13 Nov 12 referencing EMG OF as part of AOF Changed wording to aid clarity in BMS Team section 9 6 related to an old system CASPER Section 8 updated to reflect relationship between AOF and EMG OF Section 2 2 Org Chart updated Section 4 2 Revised wording related to Infrastructure Org roles and responsibilities 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
41. ervices meet specifications They ensure process effectiveness compliance with applicable regulations standards and customer loyalty f Will ensure customer requirements are developed and achieved while enhancing customer satisfaction Customer Focus e g ACS CFS OBD 5 2 g Will ensure the Quality Policy meets organizational requirements focus on improving the effectiveness of the BMS ensures quality objectives align with Agilent Quality Policy and appropriately communicate and review yearly for continuing sustainability 5 6 1 h Quality planning is established to generate and plan the quality priorities e g EMG QLT review and implementation 5 4 2 i Will ensure quality priorities are established Measures of Success measurable and align with our quality policy e g OBD OTA OTS TAT 5 4 1 j Will ensure changes to the BMS e g strategy structure etc are planned and maintained by communicating these changes appropriately e g to BMS Manager Quality Mgr etc through the GM and ELT 5 5 3 k EMG businesses entities have the final responsibility and authority for their respective products design quality marketing manufacturing distribution installation and service although many activities are common at the Group level I Will ensure that responsibilities and authority are defined and communicated appropriately within the organization Responsibilities and authority can be defined written or verbally
42. gh the consistency in execution and maintenance of our internal operations which directly affect EMG s ability to produce high quality products and services 4 1 1 Quality Policy 5 3 EMG adheres to Agilent Technologies Quality Policy which can be reviewed at http emg communications agilent com quality policy asp All EMG managers and employees support the implementation of this Quality Policy in accordance with their roles and responsibilities in the organization 4 1 2 Quality Education 8 5 1 8 2 1 5 3b EMG Quality Education has the role of establishing the standard course requirements for the Quality and Six Sigma classes to ensure consistent format and delivery to employees across the businesses The standard course requirements include e Clear Learning Objectives e Available Resources e Employee Learning Assessment e Clear Linkage to Strategic Initiatives and Business Objectives EMG Quality Education has the responsibility of working with the business units to ensure each course will build awareness or skills in Quality Six Sigma which can then be utilized by a business to achieve their business objectives EMG Quality Education measures of success are based on the number of seats in the courses delivered to EMG employees Quality of the course instructor where applicable and the delivery of the course is evaluated based on the employee assessment http emg communications agilent com quality education default asp 4
43. gilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 20 of 35 e Support Order Management responsible for management of the lifecycle of per incident Trade and Non Trade Support Orders from quote to invoice Key processes performed include quoting placing orders into Customer Service System follow up on open orders issue resolution invoicing and corrective transactions 7 3 EMG Customer Data The EMG Customer Data Team is responsible for managing EMG s transactional customer database which presents an accurate global view of customers EMG does business with and their company structures The team ensures that EMG can derive legal compliance effective risk management and operational efficiency from the customer database through a holistic approach to customer record maintenance The EMG Customer Data Team holds the ownership for customer data standards for all EMG customers worldwide http csbarcelona europe agilent com custmast Index htm 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 Tech
44. gilent com security programs drp IT Disaster Recovery Plans CIR Customer Issue Resolution Process can be found at http emg communications agilent com quality cirf e Learn more about the CIR process in section 9 7 of this manual Other Business Management System information can be found at http legal agilent com rim index shtm General Retention Schedule http sharedoc collaboration agilent com Sharedoc http epsg communications agilent com quality oms 040318 docMap asp Documented procedures http www agilent com quality qualityman pdf Agilent Quality Manual http qes supplychain agilent com Agilent Quality Website Design and Manufacturing Document List Design Standards Users Group 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 He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 12 of 35 4 2 Strategic Planning 4 1 c 4 2 1a 5 4 1 and 7 1 The strategic plan is developed at the EMG level encompassing all
45. hnology services to enable EMG to be a high growth high performance company Business fundamentals measure the success of IT results Reference Web Sites IT Web site IT Service Description Enterprise Resource Planning ERP 6 1 6 3 ERP systems part of IT integrate departments and functions across the company into single systems that serve all those different departments and their particular needs EMG utilises Oracle s Enterprise Resource Planning system as the cornerstone of EMG s business process reengineering and transformation initiative The documented processes are located in the Knowledge Portal at http knowledgeportal corporate agilent com 4 6 4 Work Place Services WPS Plant Equipment and Facilities Management 6 3 6 4 The Global Work Place Services organization ensures that the facilities used by the Businesses meet EMG s and government standards for safety that environment regulations are met and that the physical plant is adequate to meet the needs of the other functions in performing their responsibilities Click here to see WPS Service descriptions manual WPS web site can be found at http wps service agilent com EMG is registered to 15014001 The Environmental Management System web site can be found at https wps service agilent com qlobal_ehs There are many Health and Safety programs in place within EMG The Environmental Health and Safety web site can be found at https wps service agilent co
46. iness Management System c EMG Business Process Map The top Chevrons are the level one key processes The blocks below each Chevron are the level two sub processes Each level one process is defined in this Business Manual SSS 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 Rev 112 Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Page 9 of 35 Business Management Strategic Bus Plan Management Review CPI TIS Infrastructure Organizations Enterprise Resource Planning Financial Mgmt Human Resource Management Information Technology WPS AES 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 person
47. ing arian Finance amp pa E Human Resources Communications Legal Administration 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 He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 6 of 35 2 3 Top Management a Will ensure that appropriate communications are established within the organization and that communication takes place regarding the effectiveness of the quality management system E g coffee talks EMG News video clips Quality Blue Book etc 5 5 3d 4 1 b Will ensure communication throughout the organization regarding customer requirements 5 5 2c c Will provide the required resources and training for implementing and maintaining the BMS and continually improving it effectiveness 6 1 d Will conduct business reviews selecting key quality and business measures to be evaluated at least on an annual basis and maintain records and action items as per the MRP Management Review Process e Will ensure products and s
48. ion about ESD added Infrastructure Diana Clark Jim Horner Aug 28 2003 Website in 4 6 28 Updated FSU 9 4 updated URL s Diana Clark Jim Horner Sept 10 2003 29 Updated Scope page 4 Diana Clark Jim Horner Oct 1 2003 30 Commercial Services changes internal processes and changes business Diana Clark Jim Horner Oct 10 2003 name to Customer Contact Centers section 7 2 31 Update table of contents Updated GSO to SSO Deleted AWARD and Diana Clark Jim Horner Nov 7 2003 updated business map 32 Updated KSO to MAS updated scope list and abbreviation list Diana Clark Jim Horner Dec 18 2003 33 Updated 9 6 CFS 9 4 FSU and 2 3 1 top management responsibilities Diana Clark Jim Horner Jan 23 2004 34 Pagination issue Diana Clark Jim Horner Jan 26 2004 35 Updated section 8 4 Delivery Diana Clark Jim Horner Feb 19 2004 36 Updated section 9 1 SSU 7 1 Field Sales updated URL s aligned Diana Clark Jim Horner April 9 2004 Business Process Map added order delivery escalation process 37 Update SSU information and CCC information Updated URL s typos Diana Clark Jim Horner April 30 2004 formatting and making the words clear for translation Added outsourcing information 38 Update Materials Purchasing Performance Evaluation 8 2 4 and the Diana Clark Jim Horner June 2 2004 scope table adding SQD The user of any printed copy of this controlled document is responsible for verifying it is the correct version prior to use Har
49. ion is delivered to its storage location which is normally at the point of use FGI finished goods inventory handling procedures may vary from site to site If verification is performed at the supplier s location the purchase order or Agreement will state the arrangements and method of release The usual method is to request suppliers to provide outbound quality control testing reports Materials procurement personnel usually manage the resolution process if a supplier fails to meet requirements 7 4 3 8 2 4 Performance Evaluation Supplier performance is managed in real time through the escalation of any observed issues concerning the delivery form fit and function of the item In some cases issues are tracked online such as on line part failure history tracking and engineering alerts Materials procurement personnel typically act as the focal point for supplier quality issues In addition there is a guideline for evaluating how well strategic suppliers critical to business have met requirements The technology 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 04031
50. lanning an automated planning system Oracle ESD Electro Static Discharge GM General Manager HTC Hardware Test Center KP Knowledge Portal a documentation vault Local Processes Process Documentation Marketing Market focus with a system approach broader view of customer need MRP Management Review Process MST Manufacturing Special Test MTLS Materials NPI New Product Introduction OBD Out of Box Defects OF Order Fulfillment OTA On Time Arrival OTS On Time Shipment QIC Quality Improvement Cycle Records Training records minutes contracts etc Required Documents Internal Audit Process Management Review etc RFI P Request for Information Request for Proposal RIP Reliability Improvement Process ROQ Renaissance of Quality RSD Remarketing Solutions Division SAP South Asia Pacific SPO Service Parts Organization TAT Turn around time TIS Technical Information System VOC Voice of the Customer WCSS Worldwide Customer Service amp Support Webdoc A web based tool providing a consistent document configuration management tool WW World Wide WWMat World Wide Materials 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
51. m global_ehs Ergonomics 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 He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 16 of 35 5 Marketing The marketing department has the responsibility to ensure that product designs are based on an understanding of markets and customer needs and to ensure that the right product reaches our customer through the relevant sales channel Success is measured monthly at the Group level through orders received 5 4 7 1 5 2 6 2 2 7 2 1 7 2 2 7 2 3 7 3 8 2 1 8 4 8 5 a Marketing Insight Scanning inbound Monitor market dynamics and identify new opportunities technologies and standards This also includes determining market size and short long term growth rates 7 2 b Customer Requirement Definition Inbound Identify key customer requirements and market windows in targeted market segments Includes prioritization of these requirements from most to least important Meet customer s unstate
52. n As a result of such reviews changes may be made to any aspect of the quality management system including the quality policy and or objectives to improve suitability adequacy or effectiveness EMG level Management Review Management Review Process 4 4 CPI 5 3b 5 4 1 8 5 1 8 2 3 Continual Process Improvement in EMG is based on Management by Objectives The EMG Quality Manager and the Executive Leadership Team establish business wide quality improvement objectives that align with Agilent Technologies Quality Policy Objectives are assigned to owners who are accountable to the Leadership Team for successful accomplishment of the objectives These objectives are communicated to all levels of the EMG organization At each level plans are 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 Ee Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 14 of 35 developed in support of the business wide objectives as appropriate depending on the relevan
53. n change Diana Clark Eric Taylor April 23 2009 109 Updated section 1 4 removing ISO9001 2000 and adding 1SO9001 2008 Diana Clark Eric Taylor April 24 2009 update section 2 2 to align with the org change 110 Updated document owner name Removed reference to WBU in Section Alex Guzman Ted Tucker 31 Aug 2009 4 2 4 Changed TLO to TSO in list of ISO9001 certified businesses section 1 4 Reworded section 4 4 changed we our to EMG Updated Section 7 2 CCC Updated ISO9001 2008 reference in Section 4 6 Edited by Alex Guzman BMS Team 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 i Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 35 of 35 REV CHANGE SUMMARY DOCUMENT APPROVER DATE NO OWNER APPROVED 111 Deleted list of businesses certified to ISO9001 in Section 1 3 Scope Alex Guzman Ted Tucker 24 Sep 2009 and Quality Standards Ownership Matrix Section 3 2 Reformatted BMS Team header foot
54. na Clark Jim Horner Oct 1 2004 46 Fixed broken link Diana Clark Jim Horner Oct 4 2004 47 Update ULR for escalation 9 7 Diana Clark Jim Horner Oct 21 2004 48 Fixed typo on front page Diana Clark Jim Horner Oct 28 2004 49 Added CSTC to scope Diana Clark Jim Horner Nov 5 2004 50 Updated 9 2 MAS changed their name to AEO Diana Clark Jim Horner Nov 19 2004 51 Updated 9 4 FSU change their name to RSD Remarketing Solutions Diana Clark Jim Horner Dec 8 2004 Division 52 Added Agilent Risk Management information 4 1 5 Diana Clark Jim Horner Jan 6 2005 53 Updated section 8 2 4 Performance Evaluation Diana Clark Jim Horner Jan 18 2005 54 Added EMG TAG structure and BMS Rep Diana Clark Jim Horner Jan 24 2005 55 Updated broken links Diana Clark Jim Horner Feb 11 2005 56 Updated the section 1 3 scope to align business reorganization deleted Diana Clark John Herniman April 22 2005 GSBU added AIBU added Six Sigma information updated MR requirements section 2 3 57 Updated MR requirements section 4 3 fixed numbering of document Diana Clark John Herniman June 13 2005 updated scope in section 1 4 58 Deleted GSBU Diana Clark John Herniman June 17 2005 59 Updated section 9 1 4 Diana Clark John Herniman June 20 2005 60 Updated RSD Diana Clark John Herniman June 23 2005 61 SBM amp D update section 8 2 Diana Clark John Herniman July 25 2005 62 Deleted DAT changed PMT to NMD updated Packaging and Blue Book Diana Clark John Herniman Aug 12
55. nancial and operational metrics are reviewed on a monthly basis by the management team RSD utilizes some 3rd party providers RSD uses a 120 Day Calibration policy Products can be shipped with Calibration Certificates at 120 days or less ISO9001 2008 exceptions 7 3 7 5 amp 7 6 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 He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 28 of 35 RSD Home Page web site http emg communications agilent com rsd e 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
56. nel only EMG Business Process Map R amp D Product Generation Program Key Materials s Oracle Customer Used across map Management Sales Management Order Generation Order Fulfillment Order ing Generation Funnel amp Materials Forecast Procurement Management Business cturing Planning and Review e mr 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 Customer Surveys Customer Feedback Escalation Processes He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 10 of 35 4 Business Management Business Management contains many high level functions to run our organization These functions act as a resource while providing support and direction and are critical to success of our overall business EMG adheres to Standards of Business Conduct http sbc corporate agilent com ch1 htm 4 1 Business Mgmt System 4 0 4 2 3 4 2 4 5 3 5 6 6 1 6 2 2 7 2 2 7 4 7 5 4 8 2 1 8 2 2 8 3 8 5 2 8 5 3 EMG implements a business management system that ensures customer requirements are fully met throu
57. nologies Inc 2002 AGILENT TECHNOLOGIES Ee Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 21 of 35 8 Order Fulfillment EMG Order Fulfillment OF is a constituent part of Agilent Order Fulfillment AOF The ultimate vision for the function is To build a best in class order fulfillment and supply chain function with strong gross margins and high customer satisfaction EMG OF Org Chart http ofsc business agilent com 81 About 20AOF EMG 200F 200rg 20Chart 20 F Feb paf 8 1 Planning 7 2 1a 7 2 2c 7 5 8 1 1 Demand Planning forecasting 7 2 1a 7 2 2 c Demand Planning can be one using statistical forecasting tools or sales forecasting and creates a plan for future customer orders Forecast accuracy is measured and utilized to improve the demand plan and processes Demand planning includes the process to generate product plans schedule orders into the manufacturing system ensuring proper staffing 8 1 2 Supply Chain Planning and Scheduling 7 4 Supply Chain planning creates a supply plan that considers supply chain constraints i e inventory lead times etc and forecasted customer requirements and actual orders to create and execute shipment plan Customer orders are promised against the supply chain plan and in some businesses against customer service delivery schedules 8 2 Materials Purchasing 7 4 7 4 1 7 4 2 7 4 3 7 5 5 Materials purchasing managem
58. on efforts minimizes potential disputes monitors customer pay trends and educates customers on payment terms of the invoice This function is managed at the Agilent level Agilent Marketing Policy and Contract Solution Organization are responsible for creating contract documents and terms which balance Agilent requirements and customer needs and are appropriate for the specific business or industry The Agilent web site http customerfirst corporate agilent com Contracts Index shtml 4 6 2 Human Resource Management 6 2 HR HR s role is to be the architect of organizational capability and human potential HR s contributions aim to increase the productivity and effectiveness of individuals and teams in order for EMG to meet and exceed business objectives HR has three primary goals Build a stronger deeper leadership bench Re enforce EMG as a best place to work create a simpler best in class HR function and HR services EMG believes by attaining these goals that HR will create a competitive advantage for EMG through people practices and a high performance culture Success is monitored quarterly and measured annually at the Group level via external and internal metrics and surveys focused on our three primary objectives HR Web site http EMG communications agilent com toolkit Decisions dec35 asp Click here to see the HR s Service Description 4 6 3 Information Technology IT 6 3 6 4 IT ensures delivery of all information tec
59. onthly Group Financial Blue Book to report financial operational performance details and to take action on decisions to improve operational and financial performance EMG Finance Web site http finance agilent com EMGfin Global Financial Service Description can be found at http customer quality agilent com qual_ mgt systems serv_descript shtml Business Continuity Plan http finance agilent com agrm bcp 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 Ee Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 15 of 35 Global Financial Services GFS provides efficient compliant global financial services enabling businesses to focus on their objectives The primary areas of responsibility include process and operations for sales accounting collections general accounting financial planning and controls and country operations Accounts Receivable and Collections process maintains short collection periods minimizes bad debt through collecti
60. opic and development of an integrated program tightly linked to the sales channel 7 2 3 g Field Training Outbound Division Identify and deliver training to EMG and Partner Sales and support teams on products application competitive and service information 6 2 2 h Competitor to Competitor Analysis Inbound Division High level analysis of our key competitors strategies and detailed analysis of their products and services as they compare to EMG s 5 4 Marketing Policies All of the Marketing Policies have been developed for EMG in order to e Define company or business group wide principles for conducting business with our customers e Establish overall standards of performance and control e Provide a framework for the Business Operations to implement marketing strategy and establish operational policy 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 He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 17 of 35 6 Resea
61. r and or their extended team of internal customers using the supplier 7 4 2 8 2 2 Supplier Selection Suppliers are selected by personnel from the operation where the purchased product will be used usually in partnership with materials procurement personnel Suppliers are asked for information relative to desired requirements The type and extent of qualification depends on how critical the product and supplier is to the continuity of order fulfillment and the form fit and function of the ultimate product Where qualification is done it usually consists of ordering and inspecting prototypes or samples The entity that establishes the relationship with a new supplier and or for a new item to be purchased is responsible for maintaining the records from the selection and or qualification process including the criteria and management approval in accordance with the entity s sourcing requirements 7 4 1 8 2 3 QOn Going Conformance Assurance The process for ensuring that the purchased product meets the specified purchase requirements is implemented locally within the framework of applicable company BU and divisional processes and practices In general incoming material shipments are checked to see if any special handling or inspection is required otherwise it is assumed fit for use and delivered to the user or storage area Material requiring inspection is flagged in the material amp order management system Material not requiring inspect
62. r or when appropriate transfer the request within CCC or to business partners like sales technical support or to another business organization for further resolution Key FC responsibilities is to help customer in checking product availability or service capability providing information on marketing promotions checking customer entitlement for service repairs and calibration and providing order and service status In general FC takes ownership of customer issues to satisfy delight customers by providing real time help and responses to a wide variety of customer requests The Customer Relationship team is responsible for managing customer interactions that require escalations They also make outbound communications related to the management of sales support orders and agreements negotiate changes on orders or service delivery schedules and initiate Service Recovery and Customer Feedback 7 2 2 Lifecycle Management of Orders The Lifecycle Management of Sales and Service Orders is managed by Commercial Services and the Customer Relationship teams Commercial Service s focus is on the efficient lifecycle management of orders Any exceptions specific customer requests and changes in requirements are owned by the Customer Relationship team Job specialization within the Commercial Services team allows focused management of customer s orders 1 Sales Order Management Management of sales order lifecycle for hardware and software products
63. rch and Development R amp D and Divisions have the responsibility of designing products to meet customer requirements and Agilent design and quality standards 7 1 7 3 2 7 3 5 7 3 7 8 2 3 8 2 4 8 4 8 5 1 6 1 Product Life Cycle PLC The EMG Product Lifecycle PLC is a phase review process for cross organizational and cross business teams from the point where product development resource involvement begins CON concept through eventual product obsolescence CLO closure The PLC focuses on a series of checkpoints and milestones along with a specific set of deliverables for each The PLC embodies the Shewhart Cycle Plan Do Check amp Act The guidelines established here are to set and communicate quality objectives expectations and responsibilities of each organizational area at each phase of product lifecycle culminating in Quality Sign off click on QSO form checklist EMG PLC web site http Awww soco agilent com org pge PLC plc htm Note Quality Sign off confirms that the requirements for 1 products regulations 2 environmental test 3 reliability and accelerated life testing 4 specifications DFx Quality Objective setting 5 product stewardship 6 Whole Product Support Plans etc have been met 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 tha
64. s 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 3 Scope 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
65. sion 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 He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 13 of 35 Outsourcing includes 1 the decision to purchase a product rather than make it internally 2 the subsequent selection of a qualified supplier and 3 the management of the on going relationship with the supplier The materials purchasing process description in Section 8 2 applies after the decision often called the make versus buy decision The General Manager of each business is ultimately responsible for the decision to outsource any product in their business that significantly affects conformity with customer stakeholder and regulatory requirements Once the decision to outsource is made responsibility for control falls on the immediate management of the operation responsible for the product and the supply chain management professionals that assist them The degree of control for the outsourcing depends on the significance of the outsourcing on product conformity and whether the outsourcing concerns a new or existing product Th
66. t 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 He Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Page 18 of 35 7 Sales Management 7 1 Field Sales 5 4 6 2 7 1 7 2 2 7 2 3 8 2 1 The purpose of the sales department is to grow orders for EMG within a given cost envelope The department applies EMG capabilities in test and measurement to help our customers improve their business results while maximizing orders for EMG Working together across functions in the field and field factory EMG create solutions specifically tailored to achieve maximum customer satisfaction Customer Loyalty has always been and continues to be our most treasured asset We envision being known as the company that it most committed to exceeding customer expectations thereby earning their long term loyalty Key Metrics Orders Expenses Funnel Loading and Customer Satisfaction a Order Generation 7 2 1 This process is one of the core customer facing processes and includes Account Management Opportunity Management and Deal Management utilizing web phone and face to face the sales process b Funnel and Forecast Management 7 2 2 this is the core process for the mon
67. thly management of the Order Generation Process c Business Planning Review 7 2 3 this process involves all activities related to strategic and tactical business planning organizing and deploying human and other enabling resources for on going sales operation and order generation d SSSQ website http emg communications agilent com wwfops 7 2 Customer Contact Centers EMG s Customer Contact Centers CCC s are responsible for management of customer interactions from quotation to invoice processes while adhering to the quality management system CCC s are a Field Operations entity within EMG SSSQ Sales Service Support and Quality with demarcated global presence into four major regions ie Americas Asia Pacific Europe and Japan In each region the Business Centers and Contact Centers make up a CCC regional unit The CCC organizations typically consist of four core functions First Contact FC Primary contact for all customer interactions with the goal to resolve a maximum proportion of requests without further handoff Customer Relationship CR Manages orders customer escalations and issue resolution CR is an end to end bridge between FC and CS Commercial Services CS Focuses on non verbal customer transaction management such as quotations order entry and invoicing Contracts Administration CA Creates and administrates customer Purchase Agreements and structuring of pre sales contracts strategies
68. tp emg communications agilent com quality bms 040318_docMap asp c Agilent Technologies Inc 2002 AGILENT TECHNOLOGIES He Agilent Technologies 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 1 Service Solutions Unit SSU 7 5 1 7 5 2 7 5 3 7 6 The Service Solutions Units 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 amp 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 su
69. ttp corpdev agilent com b EMG has developed an Acquisition Lifecycle ALC process that provides the EMG business with additional acquisition support not specifically covered by corporate development personnel and processes ALC Web site ALC Standard 4 2 2 Discontinuance Obsolescence strategy is determined in each business The EMG Discontinuance Plan is the key document that is used to plan and execute the discontinuance and final obsolescence of products at the end of their lifecycle The Discontinuance Plan is split into several sections and a cross functional team is required to address these sections effectively The Corporate Discontinuance Process can be found at http wcosedoc cos agilent com stellent groups plc documents end_users 019602 doc 4 2 3 Technology Development 7 1 a The Technology Leadership Organization TLO as the central technology organization leads the creation of EMG Strategy makes R amp D portfolio decisions delivers breakthrough technology with clear competitive advantage executes EMG R amp D programs guides EMG level architecture and manages and improves EMG R amp D Processes http emg communications agilent com tlo b EMG also links to Agilent Labs to identify and transfer breakthrough technologies into our businesses http web labs agilent com 4 2 4 General Outsourcing Requirements The user of any printed copy of this controlled document is responsible for verifying it is the correct ver
70. updated EMG org chart page 6 98 Updated amp added URL s links update section 1 4 Scope added Anti Diana Clark John Herniman April 14 2008 virus requirements document Deleted AES Infrastructure 99 Updated 4 2 2 EMG Discontinuance URL Diana Clark John Herniman April 16 2008 100 Updated URL s updated SBM to SSM in section 8 2 Updated 9 4 RSD Diana Clark Eric Taylor June 8 2008 and updated 1 4 Scope 101 Changed Everest to Oracle added CIRF update to section 9 7 and 4 1 5 Diana Clark Eric Taylor July 8 2008 linked the new DAMDoc list Updated 2 1 and updated ASD to ASPL 102 Added IT Disaster Recovery website added OTA and OTS and deleted Diana Clark Eric Taylor Oct 24 2008 OTD in section 8 4 2 b c 103 Updated 4 2 1b to include a link to the Acquisition Standard cleaned up Diana Clark Eric Taylor Oct 28 2008 some OTA information and updated the EMG BMS Manager reporting as dotted line 104 Updated 1 4 scope to align the latest reorg for NPMD and NMD Diana Clark Eric Taylor Dec 9 2008 105 Added section 7 3 Customer Data Diana Clark Eric Taylor Jan 8 2009 106 Updated the scope section by adding WWFO as certified updated Diana Clark Eric Taylor Mar 20 2009 section 7 3 Customer Data information and updated ISO9001 2000 to 1SO9001 2008 107 Updated the footer regarding public use of this document and updated Diana Clark Eric Taylor Mar 30 2009 the copy write year as required 108 Updated the scope to align with the organizatio
71. upport 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 e Document customer feedback received solicited and unsolicited e Take appropriate follow up action on feedback o Redirect operational issues requiring immediate response to the appropriate business process o Direct all other feedback to the responsible action process owner for review follow up and disposition e Include feedback in their processes to identify systemic customer satisfaction issues and new product service and support opportunities e 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 He Agilent Technologies 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 C
72. usiness Management System Manual Level 2 Required Documents Cal Sys Manual 6 Doc Level 3 Entity Specific Documents local procedures Level 4 Records b EMG s input and output map EMG BMS Relationship Map depicts the flow of our overall key processes The details of each key process can be found in this BMS Manual and they consist of the following Orders section 7 2 Marketing section 5 0 R amp D section 6 0 Sales Management section 7 0 Order Fulfillment section 8 0 Service Solutions section 9 1 Business Management section 4 0 Improvement Activity This touches all elements of the organization and includes such program as Escalations Customer Feedback CPI Management Review etc Most of elements can be found in section 4 0 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 te Agilent Technologies EMG Business Management System Manual Doc epsg1026386 Rev 112 Boa EMG BMS Relationship Map Requirements Satisfaction Sales Management Bus

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