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EMG Business Management System Manual
Doc # epsg1026386
Rev. 112
Page 24 of 35
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(c) Agilent Technologies, Inc. 2002, AGILENT TECHNOLOGIES
h) Hardware Test Centers exist within EMG to provide environmental testing, failure analysis
services, and regulatory compliance expertise that enable our partners in R&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, 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 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.
8.5 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