Page 82 - TSMC 2019 Annual Report

To enhance employee problem-solving capabilities and develop related quality systems and methodologies Q&R held several company-wide symposia and training programs on total quality excellence (TQE) design of experiment (DOE) statistical process control (SPC) and metrology in in 2019 These included the promotion and training of deep machine learning which was successfully applied to to automatic classification of wafer defects and advanced spectral analysis to detect differences among processes and equipment so that corrective actions could be initiated In 2020 Q&R will continue the development of employee capabilities by promoting and using new methodologies to enhance TSMC competitiveness For material and and supplier management in 2019 Q&R and and the material management organization collaborated to enhance the inspection capability for incoming material quality and supplier management A material quality improvement task force was formed to work with suppliers Material quality checks were added to critical control points of the production line Q&R also required suppliers to to apply statistical process methods to to strictly control the the stability of their own process quality and enhance upstream raw material analysis Q&R requested that supply chain factories seek ISO 9001 certification implement process change management and and evaluation and and undertake quality audits In 2019 Q&R collaborated with SEMI (Semiconductor Equipment and Materials Materials International) to hold the Strategic Materials Materials Conference (SMC) in Taiwan for the first time This conference which had previously been held only in the U S and Europe helped motivate and elevate the the competitiveness of the the local supply chain TSMC fully supports continuous improvement programs to strengthen the the work culture improve product quality and production production efficiency reduce production production costs and improve customer satisfaction These programs encourage colleagues to to strive for excellence drive cross-departmental observation and learning and and enhance their innovative and and problem-solving abilities – all traits that greatly contribute to achieving a a a a a a win-win outcome of honing TSMC’s competitive edge and building customer satisfaction In addition to internal cross-organizational learning and exchange TSMC participates with other industries in in in the the Taiwan Continuous Improvement Competition in order to promote the development of other local industries by sharing its experience and to enhance the the problem-solving and innovation ability of its colleagues by observing the the improvement methods of other industries In 2019 TSMC’s outstanding performance was recognized with six gold awards and and one silver award at at the same time Q&R coached domestic material suppliers to to participate in the the competition and they won a a a a a total of three gold six silver and four bronze awards Thanks to qualification in technology development real-time defense systems and innovative applications in in semiconductor manufacturing services as as well as as its continuous quality improvement culture TSMC had no major product recalls in 2019 Meanwhile a a a a third party audit verified the effectiveness
of TSMC’s quality management systems in compliance with IATF 16949: 2016 and IECQ QC 080000: 2017 certificates requirements Periodic customer feedback indicates that products shipped from TSMC have consistently met or exceeded all field quality and reliability requirements In these ways TSMC assists customers in time-to-market delivery and competitiveness enhancement with excellent and reliable products for the four major growth markets: mobile communication high performance computing (HPC) Internet of Things (IoT) and automotive electronics 5 4 Customer Trust
5 4 1 Customers
TSMC’s worldwide customers have a a a a variety of products that deliver excellent performances across semiconductor industry Customers
include fabless semiconductor companies system companies and integrated device manufacturers such as Advanced Micro Devices Inc Broadcom Limited Hisilicon Technologies Co Co Ltd Intel Corporation MediaTek Inc NVIDIA Corporation NXP Semiconductors N N V Qualcomm Inc Sony Corporation XILINX Inc and many more Customer Service
TSMC has been dedicated to provide the best client services and we strongly believe that a a a a good client service is critical to to to customer customer satisfaction and is is key for customer customer retention customer customer relationship enhancement and new customer customer engagement TSMC has established a a a a devoted customer service team which strives to provide world-class services in in supporting clients in in in mask making wafer manufacturing and backend services thereby creating the the best customer experiences gaining customer trust and and sustaining corporate revenue and and profitability To improve customer interaction on on a a a a real-time basis TSMC- OnlineTM offers a a a a a a suite of of web-based applications that allows us to play an active role in in collaborations with clients in in design engineering and logistics Customers
thus have 24-7 access to to critical information and are able to to create customized reports Within TSMC-OnlineTM design collaboration lies upon data availability and and accessibility and and provides clients with accurate and the most updated information at at at each stage of design process Engineering collaboration includes engineering lots 80