Agilent Technologies epsg1026386 User Manual

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EMG Business Management System Manual

Doc # epsg1026386

Rev. 112

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REV

NO.

CHANGE SUMMARY

DOCUMENT

OWNER

APPROVER

DATE

APPROVED

112

Updated Document and Fixed Broken Links. Addressed DEKRA NC by referencing EMG OF as part of AOF. Changed wording to aid clarity in section 9.6 related to an old system CASPER now Siebel. Section 8 updated to reflect relationship between AOF and EMG OF. Section 2.2 Org Chart updated. Section 4.2. Revised wording related to Infrastructure Org roles and responsibilities

Kevin Fawl (BMS Team)

Ted Tucker

13-Nov-2012

Sec#

Topic

ISO9001: 2008 Clause

Page

Introduction

 Purpose, Background, Reference, Scope

4.2.2

Organization, Responsibility and Authority

 Org. Chart

4.1, 5.2, 5.3, 5.4.2b, 5.5.1, 5.5.2,

5.5.3, 5.6.1, 6.1, 5.3

4-6

Business Management System Structure

 Business Management System Architecture (process map)

7.2.1c

7-10

Business Management

 Business Management System (e.g. Quality Policy, Disaster

Recovery, Quality Education, Customer Property, Required Documents).

 Strategic Planning: Acquisitions, Technology development  Management Review  Continual Process Improvement: CPI, Six Sigma  Manage Technical information: TIS  Infrastructure Organizations:

 Financial Management  Human Resources  Information Technology (IT)/ ERP  WPS: Plant, Equipment and Facilities Management

4.2.3, 4.2.4, 5.3, 5.6, 6.2.2, 7.2.2,

7.4, 8.1, 8.2.1, 8.2.2, 8.3, 8.5.2,

8.5.3, 7.5.4

4.1c, 4.2.1a, 4.2.1b 5.4.1, 7.1

5.6

5.3b, 5.4.1, 8.2.3, 8.5.1

6.3c, 7.1d, 8.4, 8.5

6.0

5.1, 6.3.c

6.2

6.3, 6.4, 6.1, 6.3

6.3, 6.4

11-16

Marketing

 Marketing Insight/Scanning  Customer Requirements Definition  Market Product Road Mapping  New Product Launch and Execution  Customer Sales Channel  Outbound Marketing  Field Training  Competitor to Competitor Analysis

5.4, 7.1

5.2, 7.2.1, 8.2.1

7.3

7.2.1

7.2.3

6.2.2

5.4, 8.4

Research and Development

 Product Life Cycle

7.1, 7.3.2, 7.3.5, 7.3.6, 7.3.7

8.2.3, 8.2.4, 8.4, 8.5.1

Sales Management

 Field Sales  Customer Contact Center  EMG Customer Data

7.2.1

7.2.2, 7.2.3

18-20

Document Control Log

Table of Content

The current version is available at the EMG Document Map website: http://emg.communications.agilent.com/quality/bms/040318_docMap.asp

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Order Fulfillment

 Planning  Materials Purchasing  Manufacturing  Delivery  NPI/Engineering Support

7.2.1a, 7.2.2c, 7.5

7.4, 7.4.1, 7.4.2, 7.4.3

7.3.4, 7.3.6 7.5, 7.6, 8.2.3, 8.3

7.5.1, 7.5.5, 8.2.1

7.3, 7.3.4, 7.5.1, 8.2.3, 8.2.4,

8.5.2, 8.5.3

21-25

Customer Satisfaction

 Service Solutions Unit/Service Delivery Op: Repair, Cal.  Application Engineering Organization  Professional services and support  Remarketing Solutions Division  Customer Surveys: ACS  Customer Feedback: CFS, VOC, OBD, OTD, Bluebook  Escalations: CIRF, Presidents line, Order Delivery

7.5.1, 7.5.2, 7.5.3, 7.6

6.2.2, 7.2.3

6.3c

8.2.1, 8.4

4.1e, 5.6.2b, 7.2.3, 8.2.1, 8.4

7.2.3, 8.2.1

26-30

Abbreviations used in this manual

Documentation Log

32-35

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1. Introduction

1.1 Purpose

This Manual is a summary description of the Electronic Measurement Group (EMG) and its basic policies. It is intended to be used by all EMG employees, external temporary workers, EMG customers, and Business Management System auditors (internal and external). This manual is intended to help EMG deploy its policies, processes and organization to achieve its quality goals and comply with applicable regulations/ standards and understand the overall business processes. To view the EMG BMS Web site go to:

http://epsg.communications.agilent.com/quality/bms/

1.2 Background:

This Manual was written under the direction and leadership of EMG management. The owner of the EMG Business System Manual is the EMG Business Management System Representative. The controlled copy is located on the web: http://epsg.communications.agilent.com/quality/bms/040318_docMap.asp

Changes to this Business Management System Manual are made per the “Document Control Requirements”

process. Definitions of special terms, acronyms, and abbreviations used in the EMG Business Management System are provided at the end of this document.

Dave Packard and Bill Hewlett formed HP in January 1939 developing test and measurement products. Agilent Technologies was formed in 1999 as a result of a strategic realignment of Hewlett Packard into two companies. The computing and imaging elements of the business remained with Hewlett Packard while Agilent Technologies focused on the Communications, Electronics, Life Science and Healthcare Industries. As of November 1, 1999 Agilent Technologies became its own company separate from Hewlett Packard. EMG is a major group within Agilent Technologies and is a leading provider of electronic test equipment.

1.3 Scope: (4.2.2)

EMG‟s Business Management System is comprised of all the organization policies, procedures, plans,

resources, processes and the delineation of responsibility and authority, all deliberately aimed at achieving product or service quality levels consistent with customer satisfaction and organization objectives. These policies, procedures collectively with our quality objectives and quality policy define how EMG works and how quality is managed. The EMG Business Management System includes EMG quality-related activities worldwide. EMG Employees and external temporary workers follow EMG Business Management System policies, processes and procedures. Product Conformity is measured in alignment with customer feedback (ACS) and Agilent Technologies‟ Quality Policy. This is a Level 1 document.

EMG sites and entities are registered with, and audited by, and/or certified by regulatory standards agencies per the agencies rules. This Business Management System Manual defines the Quality philosophy and System in use at EMG Businesses worldwide. The businesses certified to ISO 9001:2008 are listed in the ISO9001 certificate addenda: http://www.agilent.com/quality/EMG_ISO9001.pdf.

The EMG Business Management System complies with:

a) Agilent Technologies‟ Policies & Procedures b) ISO9001:2008 c) ISO/IEC 17025 (EMG complies with this standard as appropriate).

The current version is available at the EMG Document Map website: http://emg.communications.agilent.com/quality/bms/040318_docMap.asp

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2. Organization and Responsibility (4.1, 5.2, 5.3, 5.4, 5.4.2b, 5.5.1, 5.5.2, 5.5.3d, 5.6.1, 6.1)

2.1 EMG organization

EMG consists of: Research and Development, Marketing, Field Sales, Quality, Order fulfillment (Manufacturing & Procurement), Customer Services & Support and aligned Divisions.

a) EMG Customer Experience & Quality Organization consists of Customer Experience,

Quality Engineering, Quality Information, Business Management System, Education, Data Quality, Product Solutions, Environmental Compliance, Safety & Regulations and Quality Process. These areas provide services and tools to help EMG businesses achieve goals and objectives.

b) Divisions include research and development (R&D) and Marketing. Some businesses

include professional services & support as required.

c) EMG OF includes manufacturing, procurement and NPI-OF areas where they assist R&D by

building prototypes and pilots of the new designs.

d) Field Operations includes Field Sales, the Remarketing Solutions Division and the Customer

Contact Center.

e) Customer Services and Support includes the calibration and repair facilities and the Service

Parts Operation.

The current version is available at the EMG Document Map website: http://emg.communications.agilent.com/quality/bms/040318_docMap.asp

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2.2 The EMG organization chart Depicted below is the management with executive responsibility in EMG and has the authority to

establish or infuence changes to the EMG Quality Policy and Business Management System. See the following URL for current EMG organization chart:

http://epsg.communications.agilent.com/about/org/

a) EMG President & General Manager jointly owns the BMS with the EMG VP of Customer Experience

& Quality.

b) EMG VP of Customer Experience & Quality (CE&Q) ensures EMG has a robust Business

Management System (BMS) to address customer expectations, quality and regulatory requirements.

c) The EMG Management Representative (BMS Manager) is appointed by EMG Top Management,

reports to the EMG VP of Customer Experience & Quality and has the responsibility and authority to ensure the EMG Business Management System is effectively established and maintained per the regulations and standards cited in ISO9001 clause 5.5.2.

d) EMG TAG Team: This team is lead by the EMG Manager Representative (BMS Manager). This team

exists to share best practices/learning, improve quality, and add rigor to the BMS.

e) BMS Representatives assist in the implementation of the BMS and are typically dotted line/support

the Business Management System Manager.

f) Site Management Liaisons are identified to assist the BMS representatives as appropriate.

The current version is available at the EMG Document Map website: http://emg.communications.agilent.com/quality/bms/040318_docMap.asp

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2.3 Top Management a) Will ensure that appropriate communications are established within the organization and that

communication takes place regarding the effectiveness of the quality management system. (E.g. coffee talks, EMG News, video clips, Quality Blue Book...etc) (5.5.3d, 4.1)

b) Will ensure communication throughout the organization regarding customer requirements.

(5.5.2c)

c) Will provide the required resources and training for implementing and maintaining the BMS

and continually improving it effectiveness. (6.1)

d) Will conduct business reviews selecting key quality and business measures to be evaluated

at least on an annual basis and maintain records and action items as per the MRP (Management Review Process).

e) Will ensure products and services meet specifications. They ensure process effectiveness,

compliance with applicable regulations/standards, and customer loyalty.

f) Will ensure customer requirements are developed and achieved while enhancing customer

satisfaction. (Customer Focus) (e.g. ACS, CFS, OBD) (5.2)

g) Will ensure the Quality Policy meets organizational requirements, focus on improving the

effectiveness of the BMS, ensures quality objectives align with Agilent Quality Policy, and appropriately communicate and review yearly for continuing sustainability. (5.6.1)

h) Quality planning is established to generate and plan the quality priorities. (e.g. “EMG QLT

review and implementation) (5.4.2)

i) Will ensure quality priorities are established (Measures of Success), measurable and align

with our quality policy (e.g. OBD, OTA, OTS, TAT) (5.4.1)

j) Will ensure changes to the BMS (e.g. strategy, structure, etc.) are planned and maintained

by communicating these changes appropriately (e.g. to BMS Manager, Quality Mgr., etc) through the GM and ELT. (5.5.3)

k) EMG businesses/entities have the final responsibility and authority for their respective

products‟ design, quality, marketing, manufacturing, distribution, installation and service,

although many activities are common at the Group level.

l) Will ensure that responsibilities and authority are defined and communicated appropriately

within the organization. Responsibilities and authority can be defined written or verbally depending on the risk and impact to the business.

The current version is available at the EMG Document Map website: http://emg.communications.agilent.com/quality/bms/040318_docMap.asp

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Tiered Hierarchy

EMG Level 1

Business Management System Manual

Level 2

Required Documents: Cal Sys Manual, 6 Doc

Level 3

Entity Specific Documents/local procedures

Level 4

Records

3. Business Management System Structure

3.1 Business Management System Architecture

The EMG Business Management System is a set of requirements/policies, and procedures designed to be effective, simple, uniform, and easy to audit. The architecture of the business management system and its description in this Business Manual is based on ISO9001: 2008 Standards and “Process Mapping”. See below for process map.

EMG Business Management System requirements, processes and procedures are common worldwide unless there is a compelling, justifiable, verifiable and documented rationale for variations that have been reviewed and approved by the cognizant authority. (7.2.1c)

a) EMG Documentation is structured in this tiered hierarchy.

b) EMG‟s input and output map (EMG BMS Relationship Map) depicts the flow of our overall key

processes. The details of each key process can be found in this BMS Manual and they consist of the following:

 Orders: section 7.2  Marketing: section 5.0  R&D: section 6.0  Sales Management: section 7.0  Order Fulfillment: section 8.0  Service Solutions: section 9.1  Business Management: section 4.0  Improvement Activity: This touches all elements of the organization and includes such

program as Escalations, Customer Feedback, CPI, Management Review, etc. Most of elements can be found in section 4.0.

The current version is available at the EMG Document Map website: http://emg.communications.agilent.com/quality/bms/040318_docMap.asp

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Sales Management

Customers

Requirements Satisfaction

Business Management System

Orders

R&D OF

Improvement Activity (CPI)

Service Solutions

Marketing

Sales Management

Customers

Requirements Satisfaction

Business Management System

Orders

R&D OF

Improvement Activity (CPI)

Service Solutions

Marketing

EMG BMS Relationship Map

c) EMG Business Process Map: The top Chevrons are the level-one, key processes.

The blocks below each Chevron are the level-two sub-processes. Each level-one process is defined in this Business Manual.

The current version is available at the EMG Document Map website: http://emg.communications.agilent.com/quality/bms/040318_docMap.asp

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Funnel & Forecast

Management

Business

Planning and

Review

R&D

(Product

Generation)

Order

Fulfillment

Customer

Satisfaction

Management

R&D

Marketing

Materials

Sales Mgmt.

Order fulfillment

CCC

Cust. Solutions

Quality

Program Key

Marketing

Order

Generation

Business

Management

Oracle

Execute Product

Life Cycle

Human

Resource

Management

Financial

Mgmt.

Information Technology

WPS

Customer

Strategic Bus.

Plan

Service

Solutions

Marketing

Insight/Scanning

Escalation Processes

Customer

Feedback

Customer

Surveys

Used across map

CPI

Sales

Management

(Order

Generation)

Market and

Product Road

Mapping

New Product

Launch and

Execution

Outbound Marketing

Field Training

Customer

Requirements

Definition

Competitor to

Competitor

Analysis

TIS

Planning

Customer Sales

Channel

Customer

Contact

Center

Materials

Procurement

Business Mgmt

System

Management

Review

Enterprise

Resource

Planning

Remarketing

Solutions

Infrastructure

Organizations

Professional

Eng. Services

Custom

Solutions

AES

Delivery

Manufacturing

NPI

EMG Business Process Map

The current version is available at the EMG Document Map website: http://emg.communications.agilent.com/quality/bms/040318_docMap.asp

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4. Business Management

Business Management contains many high level functions to run our organization. These functions act as a resource while providing support and direction and are critical to success of our overall business. EMG adheres to Standards of Business Conduct:

http://sbc.corporate.agilent.com/ch1.htm

4.1 Business Mgmt. System (4.0, 4.2.3, 4.2.4, 5.3, 5.6, 6.1, 6.2.2, 7.2.2, 7.4, 7.5.4, 8.2.1, 8.2,2,

8.3, 8.5.2, 8.5.3) EMG implements a business management system that ensures customer requirements are fully met through the consistency in execution and maintenance of our internal operations, which directly affect EMG‟s ability to produce high quality products and services.

4.1.1 Quality Policy (5.3) EMG adheres to Agilent Technologies Quality Policy, which can be reviewed at:

http://emg.communications.agilent.com/quality/policy.asp

All EMG managers and employees support the implementation of this Quality Policy in accordance with their roles and responsibilities in the organization.

4.1.2 Quality Education: (8.5.1, 8.2.1, 5.3b) EMG Quality Education has the role of establishing the standard course requirements for the Quality and Six Sigma classes to ensure consistent format and delivery to employees across the businesses. The standard course requirements include:

 Clear Learning Objectives  Available Resources  Employee Learning Assessment  Clear Linkage to Strategic Initiatives and Business Objectives

EMG Quality Education has the responsibility of working with the business units to ensure each course will build awareness or skills in Quality/Six Sigma which can then be utilized by a business to achieve their business objectives.

EMG Quality Education measures of success are based on the number of seats in the courses delivered to EMG employees. Quality of the course, instructor where applicable, and the delivery of the course is evaluated based on the employee assessment.

http://emg.communications.agilent.com/quality/education/default.asp

4.1.3 Measurement analysis improvement (8.1) EMG has implemented monitoring, measurement, analysis and improvement of processes and tools at the appropriate levels to demonstrate conformity, ensure conformity, and continually improve the effectiveness of the BMS (e.g. CFS; Quality Bluebook; OBD).

The current version is available at the EMG Document Map website: http://emg.communications.agilent.com/quality/bms/040318_docMap.asp

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4.1.4 Customer Property EMG exercises care with customer property while it is under the organization‟s control or being

used. Each area will use local processes to record and track the status of customer property in the rare instance when EMG receives customer products or property. If customer property is lost, damaged or otherwise found to be unsuitable for use, this is reported to the customer and records are maintained locally. (Examples of customer property: government contracts, special handling specification, product or test equipment).

4.1.5 Core Documents/Processes

EMG‟s quality management system is defined and shown in the EMG Process Map. Details of

specific processes we are required to use can be found in the EMG Documentation in Webdoc or the Agilent Technologies web site. http://epsg.communications.agilent.com/quality/bms/040318_docMap.asp These include-

 EMG BMS Manual epsg1026386  Management Review Requirements E106 (5.6) epsg1028737

 Management Review Guide  Corrective and Preventative Action Requirements E101 (8.5.2, 8.5.3) epsg1028733  Quality Assessment Program Manual E102 (8.2.2) epsg1028734  Documentation Control Requirements E100 (4.2.3) epsg1028732  Training Requirements E105 (6.2.2) epsg1028736  Control of non-conforming Product/Process Requirements E103 (8.3) epsg1028735  Control of Quality Records Requirements E104 (4.2.4) epsg1028767  EMG ESD Control Manual epsg1039112  Calibration Requirements E108 (7.6) epsg1033182

 Calibration System Manual epsg1024153

 Measurement Uncertainty Validation Process epsg1059922

 EMG Calibration Policy epsg1033182

 Option 1A7 & A6J Introduction Guide epsg1038158  HWTC Manual epsg1075658  Anti-virus requirements epsg1115641

The Disaster Recovery Processes/plans can be found at:

 http://finance.agilent.com/agrm/organization/index.htm Disaster Recovery (Finance)/Agilent Risk Management.  http://wps.service.agilent.com/drp/site_index.htm -Disaster Recovery (WPS)  http://one.it.agilent.com/security/programs/drp/ - IT Disaster Recovery Plans

CIR (Customer Issue Resolution) Process can be found at: http://emg.communications.agilent.com/quality/cirf/

 Learn more about the CIR process in section 9.7 of this manual.

Other Business Management System information can be found at:

http://legal.agilent.com/rim/index.shtm-General Retention Schedule http://sharedoc.collaboration.agilent.com-Sharedoc http://epsg.communications.agilent.com/quality/bms/040318_docMap.asp -Documented procedures http://www.agilent.com/quality/qualityman.pdf -Agilent Quality Manual http://qes.supplychain.agilent.com/ -Agilent Quality Website Design and Manufacturing Document List Design Standards Users Group

The current version is available at the EMG Document Map website: http://emg.communications.agilent.com/quality/bms/040318_docMap.asp

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