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EMG Business Management System Manual
Doc # epsg1026386
Rev. 112
Page 28 of 35
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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
RSD Home Page web site: http://emg.communications.agilent.com/rsd/
• 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
disposed of through RSD„s Remanufacturing operations. Trade up web site:
http://tradeup.sales.agilent.com/
• 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 & 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 (4.1e, 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 support 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:
Document customer feedback received (solicited and unsolicited)
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.
Include feedback in their processes to identify systemic customer satisfaction issues and
new product, service, and support opportunities.
Include Customer Feedback as an input for the local management review.