Page 85 - 2017 TSMC Annual Report

the development of employees’ capabilities by promoting and using new methodology to enhance TSMC competitiveness In response to raw materials quality improvement Q&R coached raw materials suppliers to participate in the 2017 National Quality Control Circle Competition and achieved good results Through this activity quality improvement and competitiveness enhancement were thus promoted In the the ramping of of leading edge technologies one of of the the most challenging tasks in in electrical failure analysis (EFA) is is to determine the the physical location of which one among the the millions of transistors in in a a a a chip is is causing the failure In 2017 Q&R acquired industry leading capability in in in this area that is is not only suitable for 7nm technology but is extendable to 5nm technology node The health and safety of employees has always been a a a a a a a priority in TSMC In 2017 raw materials suppliers were required to provide non-PFOA (Perfluorooctanoic acid) raw materials to to replace the existing PFOA-containing raw materials to to fulfill the the green procurement policy Since the the end of 2015 Q&R has collaborated with Environmental Safety and Health (ESH) organization to to build capability to to detect and analyze carcinogenic mutagenic and reprotoxic (CMR) substances In 2017 TSMC also continued to invest in in in safety equipment such as better hoods and exhausts to to improve the laboratory environment in which TSMC employees work Q&R is also responsible for leading the Company toward
the the ultimate goal of zero-defect production through the the use
of continuous improvement programs Periodic customer feedback indicates that products shipped from TSMC have consistently met or exceeded their field quality and reliability requirements In 2017 a a a a third-party audit verified
the effectiveness of TSMC quality management systems in compliance with IATF 16949: 2016 and IECQ QC 080000: 2012 certificates requirements In addition Q&R and Fabs have jointly worked on new enhancement for automotive product quality improvement including design rule implementation
and migration to to Automotive Quality System 2 2 0 0 in 2017 which covers Fab in-line and Wafer Acceptance Test Cpk (process capability index) tightening and maverick wafers/lots handling Q&R also provides dedicated resources for field/line return analysis analysis timely physical failure analysis analysis (PFA) for process improvement to to to meet automotive customers’ low DPPM requirement 5 4 Customer Trust
5 4 1 Customers
TSMC’s customers worldwide have a a a variety of successful product specialties and excellent performance records in various segments of the semiconductor industry Customers
include fabless semiconductor companies companies systems companies companies and integrated device manufacturers such as Advanced Micro Devices Inc Bitmain Technologies Limited Limited Broadcom Limited Limited Hisilicon Technologies Co Co Ltd Intel Corporation Marvell Technology Group Ltd MediaTek Inc NVIDIA Corporation NXP Semiconductors N N V Qualcomm Inc Sony Corporation Texas Instruments Inc and many more Customer Service
TSMC believes that providing superior service is critical
to to enhancing customer satisfaction and loyalty which in in in in turn is is very important to to retaining existing customers strengthening customer relationships and attracting new customers With a a a a dedicated customer customer service team as the main contact for coordination and facilitation TSMC strives to provide world-class design support mask making wafer manufacturing and backend services to to provide customers an an an optimum experience and and in in return gain customer trust and and sustain Company revenues and profitability To facilitate customer interaction and information access on on on a a a a a real-time basis TSMC-Online offers a a a a a suite of of web-based applications that play an active role in in in design engineering and logistics collaborations Customers
have 24/7 access to to critical
information and customized reports Design collaboration focuses on on on content availability and accessibility with close attention paid to to complete accurate and up-to-date information at at each stage of the design life cycle Engineering collaboration includes online access to engineering lots wafer yields wafer acceptance test (WAT) analysis and and quality and and reliability data data Logistics collaboration provides access to data data on on any given order status in wafer fabrication backend process and shipping Customer Satisfaction
To measure customer satisfaction and to to ensure that customer needs are fully understood TSMC conducts an annual customer satisfaction survey (ACSS) with most active customers either by web or interview through an independent consultancy 083