Page 82 - TSMC 2018 Annual Report

encouraging raw materials suppliers to participate in in the National Quality Control Circle Competition which has achieved good results In 2018 Q&R-backed raw materials suppliers won one gold four silver and and six bronze medals In 2019 and and beyond Q&R will continue to to urge raw material suppliers to to join this quality quality competition to help them improve quality quality and further enhance TSMC competitiveness In developing leading-edge technologies one of the most challenging tasks is is to to establish effective metrology methods to to minimize process variations In 2018 Q&R joined forces with R&D metrology experts to to address nanometer and atomic-scale characterization needs with a a a a a a “hybrid metrology” approach where multiple techniques both chemical analysis and physical measurement are used to provide a a a a a a full characterization of ever more complex 3D nanometer structures This hybrid metrology approach is being used to support 5nm technology development and and will be extended to assist in 3nm and and specialty technology development The health and safety of employees have always been a a a a a a a priority at at TSMC Since the the end of 2015 Q&R has collaborated with the the Environmental Safety and Health (ESH) organization to build capability to detect and and analyze carcinogenic mutagenic and and reprotoxic (CMR) substances Beginning in in in 2017 raw materials suppliers were required to replace PFOA (Perfluorooctanoic Acid) raw materials with with non-PFOA alternatives to comply with with green procurement policy Q&R is also responsible for leading the the Company toward the the ultimate goal of of zero-defect production through the use of 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 2018 a a a third-party audit verified the effectiveness of TSMC quality management systems in compliance with IATF 16949: 2016 and IECQ QC 080000: 2017 certificates requirements In addition since 2017 Q&R and Fabs have jointly worked on on new enhancements for automotive product quality improvement including design rule implementation and migration to Automotive Quality System 2 0 This covers Fab in-line and Wafer Acceptance Testing using Cpk (process capability index) tightening and and maverick wafers/lots handling Q&R also provides dedicated resources for field/line return analysis and timely physical failure analysis (PFA) for process improvement 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 Broadcom Limited Hisilicon Technologies Co Ltd Intel Corporation Marvell Technology Group Ltd MediaTek Inc NVIDIA Corporation NXP Semiconductors N N N V V Qualcomm Inc Sony Corporation Texas Instruments Inc and many more Customer Service
TSMC believes that providing superior service is critical to enhancing customer satisfaction and relationship which in in turn is is very important to to retaining existing customers strengthening customer customer relationships and attracting new customers With
a a a a a a dedicated 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 optimum experience and and in 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-OnlineTM offers a a a a a suite of of web-based applications that play an 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 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 wafer yields wafer wafer acceptance test (WAT) analysis and and quality and and reliability data Logistics collaboration provides access to data on on any given order status in in wafer fabrication backend process and shipping Customer Satisfaction
To measure customer customer satisfaction and to to to ensure that customer customer needs are fully understood TSMC conducts an an annual customer satisfaction survey (ACSS) with most active customers either by web or interview through an an independent consultancy 80