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EMG Business Management System Manual
Doc # epsg1026386
Rev. 112
Page 27 of 35
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9.1.3 Service Parts Operation
The Service Parts Operation works to provide EMG business & 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&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, 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.agilent.com/find/education
For Technical Support Agreements and contact numbers: www.agilent.com/find/techsupport
9.3 Professional Services & 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 & 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
financial 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 &7.6).