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EMG Business Management System Manual
Doc # epsg1026386
Rev. 112
Page 30 of 35
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Containment Plan Required for Escalations: In addition to initial response time to the issue submitter, a
containment plan is now required.
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.