TSMC : Foundry Watch

Customer Service & Satisfaction:
A Foundation for Loyalty

At TSMC, Customer Service and Satisfaction is more than a slogan, and we believe that mere satisfaction is never enough. We are a company that values actions over words and loyalty over contentment. When we say that our customers are our partners, we put behaviors in place to create results.

To this end, we are introducing a new suite of service initiatives, which, coupled with our service culture and performance evaluations, will further strengthen our customer relationships. As a result of these efforts, we are prepared to anticipate and respond to your needs better than ever before. And this is just the beginning. Our industry-leading service processes guarantee superior value, providing the foundation for ever-increasing depth to your foundry relationship with TSMC.

Issue Resolution Effectiveness
TSMC has recently launched a corporate-wide Customer Service and Satisfaction improvement process, or CSS. Taking into account customer needs and feedback, we have custom-designed a comprehensive suite of services, processes and systems that facilitate communications, improve issue resolution, reduce cycle-times and save resources. For example, the implementation of clear contact windows means that when issues arise, we can acknowledge and resolve them promptly, without any communication encumbrances. Yet another example is our new early warning system, which promptly informs customers of any modifications so that they can respond quickly, and avoid longer cycle times or additional spent resources. These are just a few of the new service initiatives TSMC has launched to enhance customer loyalty and deliver superior value.

New Service Initiatives
The CSS process also enables new service initiatives. Our new service initiatives at TSMC are both real and robust. These initiatives are rooted in the regular feedback we receive from customers, and they affect nearly every department. The purpose of the new service initiatives is to coordinate across functions to resolve potential customer issues. Our goal is to deliver what you need, when you want it, and in some instances, before you even ask for it.

systematically implement them into programs that benefit all of our customers. Programs such as auto tape-out, failure analysis, ultra super hot run, Foundry Engineering Data Exchange Standardization (FEDES), which is based on the RosettaNet standard, and Design for Manufacturing (DFM) training are but a few recent examples of initiatives born out of such mechanisms.

Programs such as auto tape-out, failure analysis, ultra super hot run, Foundry Engineering Data Exchange Standardization (FEDES), which is based on the RosettaNet standard, and Design for Manufacturing (DFM) training are but a few recent examples of initiatives born out of such mechanisms.

Service Culture Cultivation
A customer-oriented culture requires more than processes and issue resolution initiatives. Customer service must be an almost instinctive action to every business situation. TSMC recognizes those employees who successfully exercise this passion and skill with the Outstanding Customer Satisfaction Employee (OCSE) award program. The OCSE is the company's highly honored customer service accolade and it is awarded to employees whose efforts receive significant recognitions from the customers themselves. The award fosters a stronger customer orientation culture in all functions. A customer-oriented culture requires more than processes and issue resolution initiatives. Customer service must be an almost instinctive action to every business situation. TSMC recognizes those employees who successfully exercise this passion and skill with the Outstanding Customer Satisfaction Employee (OCSE) award program. The OCSE is the company's highly honored customer service accolade and it is awarded to employees whose efforts receive significant recognitions from the customers themselves. The award fosters a stronger customer orientation culture in all functions.

To bring global perspectives and to enhance customer communications, TSMC has also initiated a customer relations training program, "Interacting Successfully with Customers". TSMC employees who participate in the program, sharpen their customer interaction skills.

Linkage to Corporate Performance Index
Customer opinion is the alpha and omega - the beginning and the end - of TSMC's customer service and satisfaction program. Progress toward customer service goals and cultural change initiatives, are measured by the same Annual Customer Satisfaction Survey and Quarterly Business Reviews.

Continuous improvement is the corner-stone of success for TSMC and our customers. We believe that, ultimately, complete customer satisfaction leads to customer loyalty and retention.

Building a Foundation for Loyalty
At TSMC, building loyalty means a long-term commitment to continuous improvement, a company-wide culture oriented around customers, and finally tangible service initiatives born out of customer feedback. Trust us when we say that these changes are not fleeting slogans or empty words - TSMC is your partner for success!