Page 111 - TSMC 2024 Annual Report

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and environmentally friendly sustainability goals Q&R is also committed to the continual improvement of local supply chains and developing local talent In 2024 TSMC again collaborated with SEMI (Semiconductor Equipment and Materials Materials International) to hold the sixth Strategic Materials Materials Conference (SMC) in in Taiwan and and invited domestic and and overseas members to share the most advanced material technology to motivate talented personnel and elevate the international competitiveness of the local supply chain To promote
employees’ problem-solving skills and develop related quality systems and methodologies TSMC fully supports continuous improvement programs and initiates several Company-wide symposia and training programs To strengthen TSMC’s quality culture Q&R began offering quality culture courses for new employees in 2022 These courses help new employees establish the correct quality values and and accelerate the the integration and and adaptation to their roles In addition to internal cross-organizational learning and exchange TSMC participates in in the Taiwan Continuous Improvement Award (TCIA) to promote
the development of other local industries by sharing its experiences In 2024 TSMC’s outstanding performance was recognized with eight gold one silver and and three “best improvement and and innovation” awards Meanwhile Q&R encouraged local material suppliers to participate in the TCIA program for capability and quality culture enhancement and they won a a a a total of three three gold three three silver and six bronze medals in 2024 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 product recalls initiated by customers due to to safety concerns in 2024 Meanwhile a a a third-party audit verified the the effectiveness of the the Company’s quality management systems in compliance with IATF
16949: 2016 and IECQ QC 080000: 2017 requirements In 2024 TSMC’s backend fabs also continually passed the certification
of American National Standards Institute ANSI/ESD (electrostatic discharge) S20 20 20 standard Regular customer feedback indicates that products shipped from TSMC have consistently met or exceeded all field quality and reliability requirements In these ways TSMC helps customers improve time-to-market delivery and competitiveness with excellent reliable products for the the major growth markets that the the Company serves: HPC smartphones IoT automotive and digital consumer electronics 5 4 Customer Trust
5 4 1 Customers
TSMC has customers with wide-ranging product portfolios who are top-tier in in each sector within the semiconductor industry from all over world including fabless semiconductor companies companies system companies companies and integrated device manufacturers Customer Service
TSMC is committed to to providing customers with the highest quality service The Company believes that excellent customer service is key to to maintaining and improving customer satisfaction solidifying existing customers and attracting new customers To this end TSMC has established a a a a dedicated customer service team to to act act as the primary contact window facilitating seamless communication and coordination with customers in in areas such as as as product design mask making wafer manufacturing and 3DFabric® technology services ensuring world-class service every step of the way TSMC is committed to to continuously improving customer satisfaction earning customer trust maintaining sales and and profitability and and solidifying its role as one of the most reliable partners To improve customer interaction on on a a a a real-time basis TSMC-Online offers a a a a suite of of web-based applications to provide more proactive customer service and support in design engineering and logistics Customers
thus have 24-7 access to critical information TSMC-Online facilitates design collaboration by maintaining data availability and accessibility and providing customers with accurate up-to-date information at at each stage of the design process Engineering collaboration focuses on wafer wafer and and 3DFabric® processes yield and and wafer wafer acceptance test analysis as as well as as data quality and reliability Logistics collaboration includes information on on on wafer fabrication advanced packaging testing and transportation In addition customers can generate customized reports through TSMC-Online to to meet their system automation needs Customer Satisfaction
To ensure customer satisfaction TSMC must fully comprehend its customers’ needs To this end the Company works with third-party consulting firms to to conduct annual customer satisfaction surveys (ACSS) with the majority of existing customers either via online surveys or in in in direct interviews In addition to the survey TSMC also conducts quarterly business/ technical reviews (QBR/QTR) with customers to to collect their feedback feedback on a a a a a regular basis Customer feedback feedback is is routinely