Agilent Corporate Citizenship Report 2015
DISCLOSURE ON MANAGEMENT APPROACH PR
Agilent's Business Management System (BMS) is designed to support our business groups, so that Agilent products, services, and interactions consistently and effectively meet customer expectations and applicable regulatory requirements, and provide a mechanism for continual improvement.
The Agilent BMS provides a framework from which business groups and operations can make decisions appropriate to their specific business, customer, and geographic needs while ensuring that applicable minimum standards are met, and describes the minimum standards and the required processes for the business groups' business management systems that are designed to conform to ISO 9001:2008. Each business group maintains a business management system to illustrate its specific required processes for meeting customer expectations and, where applicable, other standards such as ISO14001, ISO/IEC 17025, AS 9100, ISO 13485, or TL 9000. Agilent's infrastructure organizations provide centrally managed, business critical services, and operate as internal service suppliers to the business groups.
Ensuring that our products and services are safe before they go to market is just one part of our responsibility to customers. We also make certain that customers have easy access to the information they want or need about those products and services. Please refer to the Agilent Quality Policy
Agilent is firmly committed to technology leadership, having long invested heavily in research and development. Our breadth of disciplines and technologies enable unique and breakthrough advancements that often transcend traditional boundaries.
Agilent recognizes ISO 26000 as a reference document that provides guidance on social responsibility. Agilent aligns with ISO 26000 standards as part of our social responsibility practices. As such, Agilent's Product Responsibility processes align with ISO core subjects: Organizational Governance 6.2, Fair Operating Practices 6.6, and Consumer Issues 6.7.
PERCENTAGE OF SIGNIFICANT PRODUCT AND SERVICE CATEGORIES FOR WHICH HEALTH AND SAFETY IMPACTS ARE ASSESSED FOR IMPROVEMENT
Agilent's quality and environmental policies mandate we provide products and services that meet legal and regulatory requirements, including applicable environmental, health, and safety standards. Agilent is committed to a continuous improvement of the environmental aspects and impacts of our products as demonstrated by Agilent's ISO 14001 certificate, which is regularly audited by an external party.
TOTAL NUMBER OF INCIDENTS OF NON-COMPLIANCE WITH REGULATIONS AND VOLUNTARY CODES CONCERNING HEALTH AND SAFETY IMPACTS AND SERVICES DURING THEIR LIFE CYCLE BY TYPE OF OUTCOMES
Agilent did not receive any regulatory non-compliance notices for the reporting period.
TYPE OF PRODUCT AND SERVICE INFORMATION REQUIRED BY PROCEDURES AND PERCENTAGE OF SIGNIFICANT PRODUCTS AND SERVICES SUBJECT TO SUCH INFORMATION REQUIREMENTS
Agilent complies with required labeling for substance identification in our products in accordance with required regulations, and safe use guidance for products produced by Agilent. Ninety percent of Agilent products and services are covered and assessed for compliance with these guidelines. Annually Agilent communicates materials specifications through the
"General Specifications for Environment" to its suppliers to inform them of banned chemicals/materials that should not be included in material/parts/products bought by Agilent to ensure compliance with global regulations and
minimize the environmental impact of its products and operations. Agilent also provides Material Safety Data Sheets with Agilent and third-party-provided chemicals supplied standalone or with products for safe use. Agilent and OEM products and battery labels include a waste container symbol for help in proper disposal. The company also operates an end-of-life customer returns system. In addition, Agilent provides end-of-life management options where legally required. Reuse programs are offered for selected Agilent products. The programs address the requirements posed by the European WEEE (Waste from Electrical & Electronic Equipment) Directive. Please see
Agilent's Take Back Program.
TOTAL NUMBER OF INCIDENTS OF NON-COMPLIANCE WITH REGULATIONS AND VOLUNTARY CODES CONCERNING PRODUCT AND SERVICE INFORMATION AND LABELING, BY TYPE OF OUTCOMES
Agilent had no incidents of non-compliance regarding products or
non-compliance issues regarding labeling. In addition, Agilent did not
have any non-compliance incidents for product-related claims during
the reporting period.
PRACTICES RELATED TO CUSTOMER SATISFACTION, INCLUDING RESULTS OF SURVEYS MEASURING CUSTOMER SATISFACTION
Through the Agilent Customer Satisfaction Program, we survey customers who interact with various touch points across our businesses and regions, and we provide continual updates to our management. In addition, the Agilent Market Survey provides a measure of our customers' loyalty compared with the loyalty of our competitors' customers. The results are used to identify opportunities for growth and areas where additional business investments are warranted. Agilent is associated with trust, safety, and success due to its heritage, breadth of high-quality products, and long-standing reputation. Our products are the top driver of customer loyalty, therefore making the Agilent Product Survey (APS) an integral part of the customer satisfaction program. APS measures customer satisfaction with all major Agilent products and software under multiple satisfaction parameters or drivers (See a few examples below.)
Product Satisfaction Drivers
Software Satisfaction Drivers
· Reliable performance and results
· Good value for the price
· Easy to use
· Helps save customer's time
· Contains leading edge technology
· Has user manuals and documentation
· Easy data analysis, reporting and workflow designing
· Software issues are resolved quickly
· Upgrades or patches are available when needed
· Able to function without crashes or service interruptions
APS is a global survey evaluating product performance in the U.S., Australia, China, France, Germany, India, Ireland, Italy, Japan, New Zealand, Russia, Singapore, Thailand, and the U.K. The results are provided to quality managers across divisions, and are thoroughly evaluated to identify specific problem areas to address, and to tailor future product improvements.
SALE OF BANNED OR DISPUTED PRODUCTS
Our brand is shaped by every experience customers, partners, shareholders, and constituents have with Agilent. Every action we take ensures that these experiences consistently build and reinforce Agilent's
brand. Our internal Brand Identity System has a rigorous process for claim substantiation and is aligned with Federal Trade Commission and legal guidelines. G4-PR7
TOTAL NUMBER OF INCIDENTS OF NON-COMPLIANCE WITH REGULATIONS AND VOLUNTARY CODES CONCERNING MARKETING COMMUNICATIONS, INCLUDING ADVERTISING, PROMOTION AND SPONSORSHIP BY TYPE OF OUTCOMES
Agilent had no incidents of non-compliance during the reporting period.
TOTAL NUMBER OF SUBSTANTIAL COMPLAINTS REGARDING BREACHES OF CUSTOMER PRIVACY AND LOSSES OF DATA
Agilent is unaware of any complaints regarding breaches of customer privacy and loss of data. Agilent has received
TRUSTe's Privacy Seal signifying that our practices have been reviewed for compliance with the TRUSTe program requirements, including transparency, accountability and choice in collecting and using individuals personal information.
For more information, please see:
Agilent Customer Privacy Statement.
MONETARY VALUE OF SIGNIFICANT FINES FOR NON-COMPLIANCE WITH LAWS AND REGULATIONS CONCERNING THE PROVISION AND USE OF PRODUCTS AND SERVICES
Agilent had no incidents of non-compliance regarding product, labeling, or non-compliance incidents for product related claims during the reporting period.