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EMG Business Management System Manual
Doc # epsg1026386
Rev. 112
Page 26 of 35
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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 Unit‟s 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&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 sub-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://bench.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/